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Cited by 308

The DOI matches its Crossref record; 70 of the 70 references it cites were found in a registry or an index.

Customer experience driven business model innovation

Open access
Keiningham, Timothy, Aksoy, Lerzan, Bruce, Helen L., Cadet, Fabienne, Clennell, Natasha, Hodgkinson, Ian R., Kearney, Treasa·2020·Journal of Business Research
DOI 10.1016/j.jbusres.2019.08.003
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Abstract

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.

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Citations

Cites

Show all 70 references

Research works printed but not linked: 7

  1. De Keyser, 2015, A framework for understanding and managing the customer experience, Marketing Science Institute Working Paper Series, 15, 1
  2. Faulkner, 1992, Generic strategies and congruent organizational structures: Some suggestions, European Management Journal, 10, 494, 10.1016/0263-2373(92)90016-W · doi:10.1016/0263-2373(92)90016-w
  3. Girotra, 2014, Four paths to business model innovation, Harvard Business Review, 92, 96
  4. Keiningham, 2011, Customer loyalty isn't enough. Grow your share of wallet, Harvard Business Review, 89, 29
  5. Mourdoukoutas, 2017, Who killed Sears' business model?, Forbes
  6. Rolls-Royce (2012). Rolls-Royce celebrates 50th anniversary of Power-by-the-Hour. Rolls-Royce Press Release (October 30). https://www.rolls-royce.com/media/press-releases-archive/yr-2012/121030-the-hour.aspx/ Accessed December 28 2018.
  7. Thompson, 2018, An inconvenient truth: 93% of customer experience initiatives are failing…, CustomerThink

Cited by

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Metadata

Authors
Keiningham, T., Aksoy, L., Bruce, H. L., Cadet, F., Clennell, N., Hodgkinson, I. R., & Kearney, T.
Venue
Journal of Business Research
Publisher
Elsevier BV
Published
2020-08
Volume
116
Pages
431-440
ISSN
0148-2963 (ISSN-L)
DOI
10.1016/j.jbusres.2019.08.003
OpenAlex
W2968957720
Cited by
308
References
70
FWCI
34.24
Type
journal article
Language
en
Open access
green
Licence
  • www.elsevier.com/tdm/userlicense/1.0/ (tdm)
  • www.elsevier.com/legal/tdmrep-license (tdm)

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CoChat. (2026). Citation check: Customer experience driven business model innovation. https://app.cochat.ai/papers/10.1016/j.jbusres.2019.08.003
The paper
Keiningham, T., Aksoy, L., Bruce, H. L., Cadet, F., Clennell, N., Hodgkinson, I. R., & Kearney, T. (2020). Customer experience driven business model innovation. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2019.08.003

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.