Figure 1
The table shows 6 columns and 9 rows. Row 1 contains the column headers and is as follows. Column 1: Suppliers’ value-adding practices. Column 2: n equals 12. Column 3: Percentage asterisk. Column 4: Customers’ experience. Column 5: n equals 12. Column 6: Percentage asterisk. The row-wise data presented in the table is as follows: Row 2: Suppliers’ value-adding practices: Committing to higher quality service, longer warranty; n equals 12: 8; Percentage asterisk: 66.7; Customers’ experience: Perceived value through add-ons (For example, detailed instructions, regular catchups, consultations); n equals 12: 10; and Percentage asterisk: 83.3. Row 3: Suppliers’ value-adding practices: Providing expert advice to stakeholders (For example, consumers or investors, government); n equals 12: 7; Percentage asterisk: 58.3; Customers’ experience: Purchasing quality products (For example, imported solar panels); n equals 12: 6; and Percentage asterisk: 50.0. Row 4: Suppliers’ value-adding practices: Affording tangible improvements (For example, more power generation, boosting the power grid system); n equals 12: 6; Percentage asterisk: 50.0; Customers’ experience: Cost optimisation (For example, savings in energy usage); n equals 12: 4; and Percentage asterisk: 33.3. Row 5: Suppliers’ value-adding practices: Best price propositions; n equals 12: 6; Percentage asterisk: 50.0; Customers’ experience: Access to maintenance or services; n equals 12: 3; and Percentage asterisk: 25.0. Row 6: Suppliers’ value-adding practices: Introducing or applying new technologies to ensure efficiency; n equals 12: 4; Percentage asterisk: 33.3; Customers’ experience: Inadequate after-sales service (For example, lack of proactiveness or suggestions, unresponsive suppliers); n equals 12: 3; and Percentage asterisk: 25.0. Row 7: Suppliers’ value-adding practices: Offering life-cycle packages (For example, from pre to post-purchase solutions); n equals 12: 4; Percentage asterisk: 33.3; Customers’ experience: Inefficient energy production (For example, too little power production, generated wastage); n equals 12: 3; and Percentage asterisk: 25.0. Row 8: Suppliers’ value-adding practices: Co-financing projects (For example, supporting customers with capital or funding); n equals 12: 3; Percentage asterisk: 25.0; Customers’ experience: Available support from external stakeholders (For example, the local government, manufacturers); n equals 12: 3; and Percentage asterisk: 25.0. Row 9: Suppliers’ value-adding practices: Diversifying products (For example, other sources of renewable energy); n equals 12: 2; Percentage asterisk: 16.7; Customers’ experience: Unable to choose the right suppliers (For example, unsuitable materials, poor knowledge); n equals 12: 2; and Percentage asterisk: 16.7. A note below the table reads: Asterisk: Some percentages were rounded off. An upward arrow from this table points to a horizontally structured flowchart. The flowchart is organized into three vertical conceptual sections titled “Value-adding practices - Supply side”, “Overarching dimensions”, and “Experiences - Demand side”. The “Value-adding practices - Supply side” section contains three vertically stacked boxes. The first box is labeled “Committing to higher quality ellipsis”, “Providing expert advice ellipsis”, “Offering life-cycle packages ellipsis”, and “Best price propositions ellipsis”. A right-pointing arrow from this box points to a box labeled “Intangible ways of adding value”. From “Intangible ways of adding value”, a right-pointing arrow points to a box labeled “Service-oriented” in “Overarching dimensions”. The second box in “Value-adding practices - Supply side” is labeled “Affording performance improvements ellipsis”, “Introducing or applying new technologies ellipsis”, and “Diversifying products ellipsis”. A right-pointing arrow from this box points to a box labeled “Tangible ways of adding value”. From “Tangible ways of adding value”, a right-pointing arrow points to a box labeled “Action-oriented” in “Overarching dimensions”. The third box in “Value-adding practices - Supply side” is labeled “Co-financing projects ellipsis”. A right-pointing arrow from this box points to a box labeled “Working alongside users or customers”. From “Working alongside users or customers”, a right-pointing arrow points to a box labeled “Accommodating” in “Overarching dimensions”. In the “Experiences - Demand side” column, there are 4 vertically stacked boxes. The first box in “Experiences - Demand side” is labeled “Perceived value through add-ons ellipsis”, and “Access to maintenance or services ellipsis”. From this box, a left-pointing arrow points to a box labeled “Matched both key and complementary expectations”. A left-pointing arrow points to a box labeled “Extending the experience” in “Overarching dimensions”. The second box in “Experiences - Demand side” is labeled “Inadequate after-sales service ellipsis”, “Inefficient energy production ellipsis”, and “Unable to choose the right suppliers ellipsis”. From this box, a left-pointing arrow points to a box labeled “Unmatched basic expectations”. A left-pointing arrow points to a box labeled “Perceived unfulfillment” in “Overarching dimensions”. The third box in “Experiences - Demand side” is labeled “Purchasing quality products ellipsis”, and “Cost optimisation ellipsis”. From this box, a left-pointing arrow points to a box labeled “Matched basic expectations”. A left-pointing arrow points to a box labeled “Perceived fulfillment” in “Overarching dimensions”. The fourth box in “Experiences - Demand side” is labeled “Available support from external stakeholders ellipsis”. From this box, a left-pointing arrow points to a box labeled “Backing from unforeseen sources”. A left-pointing arrow points to a box labeled “Unpredicted allies” in “Overarching dimensions”.Suppliers' value-adding practices and experiences from the demand side. (*) Some percentages were rounded off. Source: Authors' own work