TY - JOUR
T1 - A customer-centric five actor model for sustainability and service innovation
AU - van Riel, Allard C.R.
AU - Andreassen, Tor W.
AU - Lervik-Olsen, Line
AU - Zhang, Lu
AU - Mithas, Sunil
AU - Heinonen, Kristina
PY - 2021/8/6
Y1 - 2021/8/6
N2 - Service industries are increasingly unsustainable. Considering consumers as change agents, we show how service innovation may contribute to a service ecosystem that helps achieve emerging sustainability goals. To achieve sustainability the dyadic focus on value-co-creation is complemented with a broader stakeholder perspective, abandoning the shareholder-first-doctrine toward a collaborative stakeholder perspective, emphasizing profit, planet, and people. We propose a five-actor model and argue that one stakeholder - the consumer - is a central driver of sustainability. Consumers’ sustainability-focused behaviors drive the market for sustainable products and services, leading to sustainable firm and investor behavior. Beyond a conceptual model, our empirical study shows that innovations in social and environmental dimensions drive customer loyalty to the brands. Consumers aware of the consequences and risks associated with unsustainable consumption tend to consume more responsibly. Service firms integrating a stakeholder perspective into the design of their service systems perform better on the triple bottom line.
AB - Service industries are increasingly unsustainable. Considering consumers as change agents, we show how service innovation may contribute to a service ecosystem that helps achieve emerging sustainability goals. To achieve sustainability the dyadic focus on value-co-creation is complemented with a broader stakeholder perspective, abandoning the shareholder-first-doctrine toward a collaborative stakeholder perspective, emphasizing profit, planet, and people. We propose a five-actor model and argue that one stakeholder - the consumer - is a central driver of sustainability. Consumers’ sustainability-focused behaviors drive the market for sustainable products and services, leading to sustainable firm and investor behavior. Beyond a conceptual model, our empirical study shows that innovations in social and environmental dimensions drive customer loyalty to the brands. Consumers aware of the consequences and risks associated with unsustainable consumption tend to consume more responsibly. Service firms integrating a stakeholder perspective into the design of their service systems perform better on the triple bottom line.
KW - 512 Business and Management
KW - Actor model
KW - Hospitality
KW - Responsible consumption
KW - Service ecosystem
KW - Stakeholder approach
KW - Sustainability
UR - http://www.scopus.com/inward/record.url?scp=85111959492&partnerID=8YFLogxK
U2 - 10.1016/j.jbusres.2021.07.035
DO - 10.1016/j.jbusres.2021.07.035
M3 - Article
SN - 0148-2963
VL - 136
SP - 389
EP - 401
JO - Journal of Business Research
JF - Journal of Business Research
IS - November
ER -