Semantic Scholar Open Access 2020 233 sitasi

Customer experience driven business model innovation

T. Keiningham Lerzan Aksoy H. Bruce Fabienne T. Cadet Natasha Clennell +2 lainnya

Lihat Sumber DOI

Abstrak

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.

Topik & Kata Kunci

Business

Penulis (7)

T. Keiningham

Lerzan Aksoy

H. Bruce

Fabienne T. Cadet

Natasha Clennell

Ian R. Hodgkinson

T. Kearney

Format Sitasi

APA MLA BibTeX

Keiningham, T., Aksoy, L., Bruce, H., Cadet, F.T., Clennell, N., Hodgkinson, I.R. et al. (2020). Customer experience driven business model innovation. https://doi.org/10.1016/J.JBUSRES.2019.08.003

Akses Cepat

Lihat di Sumber doi.org/10.1016/J.JBUSRES.2019.08.003

Informasi Jurnal

Tahun Terbit: 2020
Bahasa: en
Total Sitasi: 233×
Sumber Database: Semantic Scholar
DOI: 10.1016/J.JBUSRES.2019.08.003
Akses: Open Access ✓