Abstract This study is concentrated on value creation in the context of the software business, especially the enterprise system solution business. The purpose of this study is to increase both theoretical and empirical understanding of value creation in this specific context through the integration of economic value creation theories and software development. The theoretical framework includes the perspectives of both the customers and the suppliers, and their interactions during the value creation process. For this study, the main perspective is that of the supplier. The customer, therefore, is like a mirror from which the requirement for action (on the part of suppliers) originates. The main focus is the understanding that the use period is important, which concretises the made-value offering and determines the future of the collaboration. The empirical material is collected through interviews of four software organisations. The research strategy is the qualitative case study, which is fulfilled with the narrative method. The interviews performed were quite expansive, and allowed interviewees to share examples and real-life stories. As a result of the empirical analysis, the use period is at the heart of the value-creation process, because the software’s success depends on the use experience. Understanding both the reason and the use purpose is the key to support customer’s use process. Learning from the customer’s use process is extremely important and increases everyday interaction. It is true, that the focus broadens from evaluating basic attributes of the relationship as a whole to include an evaluation of cumulative experiences. Satisfaction is strongly linked to behavioural outcomes. While use experiences have been researched widely, but their connection to economic theories (and value in particular) is not very well known. Theoretically, the challenge is to connect abstract value concepts to the more practical area of software business theories. This study finds connection by explicitly tying user experiences with the types of efforts that suppliers make (and the theories that inform these efforts) to create value. / Tiivistelmä Tutkimus keskittyy arvontuotantoon ohjelmistoliiketoiminta kontekstissa, erityisesti ratkaisuliiketoimintaan. Tutkimuksen tarkoitus on lisätä sekä teoreettista että empiirista ymmärrystä arvontuotannosta integroimalla taloustieteen arvontuotantoteorioita sekä ohjelmistoratkaisujen kehitystä ja käyttöä. Ohjelmistojen käytöstä syntyvää taloudellista arvoa on tutkittu todella vähän, vaikka käyttäjäkokemukset ovat keskeinen osa ohjelmistojen suunnittelua. Taloustieteen, erityisesti markkinoinnin, näkökulmasta arvoa on tutkittu laajasti, mutta tutkimukset keskittyvät asiakkaan ostopäätöksiin ja myyntiprosesseihin eivätkä tuotteen/ palvelun käytöstä saatavaan hyötyyn. Teoreettinen viitekehys sisältää sekä asiakkaiden että toimittajien näkökulman vuorovaikutuksen aikana arvontuotantoprosessissa. Päänäkökulma on toimittajan, joten asiakas on kuin peili josta vaatimukset saavat alkunsa ja jonka kautta tehdyt ratkaisut tulevat näkyviksi. Empiirinen materiaali on kerätty tekemällä haastatteluja neljässä ohjelmistoalan yrityksessä. Tutkimusstrategia on laadullinen tapaustutkimus, jota on täydennetty narratiivisella menetelmällä. Käyttöjakso on arvontuotantoprosessin sydän, koska ohjelmistoratkaisun menestys riippuu käyttökokemuksesta. Käyttötarkoituksen ymmärtäminen on avain asiakkaan käyttökokemuksen tukemiseen. Asiakkaan käyttökokemuksesta oppiminen on erittäin tärkeää ja osa vuorovaikutusta. Käyttökokemuksen arvioinnissa sekä hyvät että huonot kokemukset kasaantuvat ja saattavat aiheuttaa yllättäviä reaktioita. Tutkimus yhdistää käyttäjien käyttökokemukset ja toimittajan pyrkimykset vaikuttaa näihin kokemuksiin arvonluomiseksi. Käyttäjien kokemalla arvolla on merkitystä sekä ohjelmistoliiketoiminnan kannattavuuden ja kasvun että käyttäjäkeskeisen suunnittelun kannalta.

Los aplicativos de delivery se han convertido en una herramienta facilitadora para los usuarios debido a que ofrecen practicidad y rapidez consolidando a múltiples restaurantes y negocios dentro de una plataforma. En cuanto a los usuarios, los aplicativos de delivery han permitido generar nuevas experiencias de consumo, por lo que para la presente investigación se busca identificar los factores que influyen en la decisión de compra de comida en los aplicativos de delivery. Para fines de la investigación se consideraron autores actualizados y relacionados respecto a la decisión de compra en aplicativos. Asimismo, se revisaron diversos autores para obtener un amplio espectro de información. / The delivery applications have become a facilitating tool for users as a result of the practicality and speed they offer, consolidating multiple restaurants and businesses within one platform. Regarding users, delivery applications have allowed the generation of new consumer experiences, so this research seeks to identify the factors that influence the decision to purchase food in delivery applications. For the purposes of the research, up-to-date and related authors were considered regarding the purchase decision in applications. In addition, various authors were reviewed to obtain a wide spectrum of information. / Trabajo de investigación

Le sujet de cette thèse est la capitalisation de l’expérience des usagers comme source de capitalisation de l’expérience dans la phase de déménagement. L’objectif est de montrer que le processus d’évaluation de l’espace construit dans la phase de déménagement rend possible la capitalisation de l’expérience dans des moments distincts, en mettant l’accent sur les perceptions différenciés du même espace, ce qui viabilise des diagnostics plus raffinés de certaines situations d’utilisation. En outre, cela permet de montrer que la phase de déménagement offre des situations à repérer, dont l’analyse gère des informations qui peuvent enrichir le processus du projet et le dialogue entre l’architecte et l’ergonome. On comprend la phase de déménagement comme une période qui commence par les préparatifs pour libérer un espace construit, jusqu’alors occupé, et occuper un autre espace construit projeté. Il s’agit d’une période de transformations dans laquelle les usagers apportent leurs expériences antérieures de l’usage au nouvel espace occupé, et si nécessaire, ils en gardent certaines, en adaptent et en développent d’autres. Cette thèse prétend démontrer l’hypothèse selon laquelle, l’inclusion de la phase de déménagement dans le processus d’évaluation permet d’obtenir des informations et de capitaliser l’expérience des usagers, une fois que l’expérience de l’espace construit se déroule dans le temps. Cette hypothèse est développée à partir des contributions théoriques, conceptuelles et pratiques de l’Évaluation Post Occupationnelle et de l’Analyse Ergonomique du Travail appliquées à l’étude de cas dans un hôpital de jour VIH. Les résultats montrent que connaître de façon systématique ce qui se passe dans la phase de déménagement apporte des connaissances pratiques de natures différentes, à court, moyen et long terme, qui permettent de proposer des solutions pour remédier à des inadéquations de l’espace construit, de comprendre comment se développe le processus de conception architecturale et de capitaliser l’expérience des usagers et l’expérience des spécialistes. / This PhD dissertation has as subject-matter the capitalization of experiences from users as a capitalization source of experience during the moving phase. Its objective is to show that the evaluation process of a built environment in the moving phase allows capitalizing experience in distinct moments, proving differentiated perceptions and experiences of life of the same environment, which lead to more refined diagnoses of certain usage situations. Furthermore, showing that the moving phase offers reference situations, whose analysis generates information that may enrich the design process and the dialogue between the architect and the ergonomist. The moving phase is understood as a period beginning with the preparations to clear a certain built environment, until then occupied, and to take up another designed built environment. It is a transformation period when users bring their previous use experiences into the new environment to be taken up; when it is necessary to keep some of those experiences, adjust some others and also develop new ones. This dissertation aims to demonstrate the hypothesis that being this built environment experience something developed along the time, inserting the moving phase in the evaluation process allows to obtain information and capitalize experiences from users. This hypothesis is developed from theoretical, conceptual and practical information of Post-Occupation Evaluation and Work Ergonomics Analysis applied to a case study at a VIH day-hospital. The results have shown that knowing, in a systematic way, what occurs during the moving phase bring practical consequences of different natures at short, medium and long terms, which allow to propose solutions for a built environment inadequacies, understand how the architectural conceptual process is developed, and capitalize experiences from users and experts. / Esta tese de doutoramento tem como tema a capitalização da experiência dosusuários como fonte de capitalização da experiência na fase da mudança. O objetivo émostrar que o processo de avaliação do ambiente construído na fase da mudançapossibilita capitalizar a experiência em momentos distintos, evidenciando vivências epercepções diferenciadas do mesmo ambiente, o que viabiliza diagnósticos maisrefinados de certas situações de utilização. Além disso, possibilita mostrar que a faseda mudança oferece situações de referência, cuja análise gera informações quepodem enriquecer o processo do projeto e o diálogo entre arquiteto e ergonomista.Entende-se a fase da mudança como um período iniciado com os preparativos paradesocupar determinado ambiente construído, até então ocupado, e ocupar um outroambiente construído projetado. Trata-se de um período de transformação em que osusuários carregam suas experiências anteriores de uso para o novo ambiente a serocupado, necessitando manter algumas delas, ajustar outras e desenvolver novasexperiências.Esta tese pretende demonstrar a hipótese de que, sendo a experiência doambiente construído algo que se desenvolve no tempo, a inclusão da fase damudança no processo de avaliação permite obter informações e capitalizar experiênciados usuários. Essa hipótese é desenvolvida a partir das contribuições teóricas,conceituais e práticas da Avaliação Pós-Ocupação e da Análise Ergonômica doTrabalho aplicadas em estudo de caso em um hospital-dia VIH. Os resultadosmostram que conhecer de forma sistemática o que se passa na fase da mudança trazconsequências práticas de naturezas diferentes, a curto, médio e longo prazo, quepermitem propor soluções para remediar inadequações do ambiente construído,compreender como se desenvolve o processo de concepção arquitetônico e capitalizara experiência dos usuários e a experiência dos especialistas