Consumer perceptions of service constellations: Implications for service innovation

Allard C.R. van Riel, Giulia Calabretta, Paul H. Driessen, Bas Hillebrand, Ashlee Humphreys, Manfred Krafft, Sander F.M. Beckers

Research output: Contribution to journalArticle

37 Scopus citations

Abstract

Purpose: The purpose of this paper is to investigate how the service constellation perspective affects innovation strategies and potentially contributes to the innovation literature, proposing a research agenda. Design/methodology/approach: By analyzing the notion of a service constellation, the authors provide an overview of major implications for service innovation research and practice. Findings: Firms and service innovation researchers need to focus on the perceived consumer value of the constellation rather than on individual services. The authors illustrate how service innovation from the constellation perspective requires coordination and synchronization between projects and different approaches to portfolio management and screening. Originality/value: Adoption of the service constellation perspective creates new opportunities.

Original languageEnglish (US)
Pages (from-to)314-329
Number of pages16
JournalJournal of Service Management
Volume24
Issue number3
DOIs
StatePublished - Jun 1 2013

Keywords

  • Consumer behaviour
  • Health care
  • Hospitality industry
  • Innovation
  • Mobile communication systems
  • Service

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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  • Cite this

    van Riel, A. C. R., Calabretta, G., Driessen, P. H., Hillebrand, B., Humphreys, A., Krafft, M., & Beckers, S. F. M. (2013). Consumer perceptions of service constellations: Implications for service innovation. Journal of Service Management, 24(3), 314-329. https://doi.org/10.1108/09564231311327012