JBR-D-19-00317R2.pdf (1.06 MB)
Customer experience driven business model innovation
journal contribution
posted on 2019-08-05, 11:05 authored by Timothy Keiningham, Lerzan Aksoy, Helen L. Bruce, Fabienne Cadet, Natasha Clennell, Ian HodgkinsonIan Hodgkinson, Treasa KearneyBusiness model innovation (BMI) is critical to a firm's ability to achieve growth and long-term viability. It helps improve the value of products or services and/or delivery of these offerings to customers. Much of the academic literature to date however lacks customer-driven business model innovation frameworks. As such, the aim of this investigation is to propose a customer experience driven (CX) business model innovation framework that aligns customer values and the firm's strategic needs. This paper contributes to the literature by (a) conceptualizing the way in which business model innovation and customer experience are related (b) providing managers with a concrete framework to guide business model innovation that supports customer experience-driven new services and (c) highlighting opportunities for future research to advance business model innovation research and practice.
History
School
- Business and Economics
Department
- Business
Published in
Journal of Business ResearchVolume
116Pages
431-440Publisher
ElsevierVersion
- AM (Accepted Manuscript)
Rights holder
© Elsevier Inc.Publisher statement
This paper was accepted for publication in the journal Journal of Business Research and the definitive published version is available at https://doi.org/10.1016/j.jbusres.2019.08.003.Acceptance date
2019-08-01Publication date
2019-08-20Copyright date
2020ISSN
0148-2963Publisher version
Language
- en
Depositor
Prof Ian HodgkinsonUsage metrics
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