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Customer experience driven business model innovation

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journal contribution
posted on 05.08.2019, 11:05 by Timothy Keiningham, Lerzan Aksoy, Helen L. Bruce, Fabienne Cadet, Natasha Clennell, Ian HodgkinsonIan Hodgkinson, Treasa Kearney
Business 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 Research

Volume

116

Pages

431-440

Publisher

Elsevier

Version

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

01/08/2019

Publication date

2019-08-20

Copyright date

2020

ISSN

0148-2963

Language

en

Depositor

Prof Ian Hodgkinson

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