Consumer perceptions of service constellations: implications for service innovation

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


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. © Emerald Group Publishing Limited.

Keywords
Consumer behaviour; Health care; Hospitality industry; Innovation; Mobile communication systems; Service



Publication type
Article in Journal

Peer reviewed
Yes

Publication status
Published

Year
2013

Journal
Journal of Service Management

Volume
24

Issue
3

Pages range
314-329

Language
English

ISSN
1757-5818

DOI

Full text

Affiliation
Rijksuniversiteit Groningen; Delft University of Technology; Northwestern University; Radboud University Nijmegen; Westfälische Wilhelms-Universität Münster