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