This paper aims to explore the link between business model decisions and customer value creation for mobile services.
An empirical survey was conducted of 54 service provider professionals across six mobile services.
The paper reveals that there is a categorization of mobile services according to extrinsic and intrinsic effects on end‐user values. Mobile specificity is found to be the most influential business model option. The research model was found to be adequate for empirical studies.
This is an explorative study.
The findings of this study can be used by service providers of mobile services to choose options that improve the customer value of a service.
This paper is a new economic study of the link between a business model and performance based on end‐user values. It is of value for service providers and researchers.
