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http://hdl.handle.net/1942/34667
Title: | A customer-centric five actor model for sustainability and service innovation | Authors: | VAN RIEL, Allard ANDREASSEN, Tor. W. LERVIK-OLSEN, Line ZHANG, Lu MITHAS, Sunil HEINONEN, Kristina |
Issue Date: | 2021 | Publisher: | Source: | Journal of business research, 136 , p. 389 -401 | Abstract: | 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. | Keywords: | Actor model;Hospitality;Stakeholder approach;Service ecosystem;Sustainability;Responsible consumption | Document URI: | http://hdl.handle.net/1942/34667 | ISSN: | 0148-2963 | e-ISSN: | 1873-7978 | DOI: | 10.1016/j.jbusres.2021.07.035 | ISI #: | 000705493100013 | Category: | A1 | Type: | Journal Contribution | Validations: | ecoom 2022 |
Appears in Collections: | Research publications |
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Author version.pdf Until 2024-11-01 | Peer-reviewed author version | 546.33 kB | Adobe PDF | View/Open Request a copy |
1-s2.0-S0148296321005257-main.pdf Restricted Access | Published version | 760.16 kB | Adobe PDF | View/Open Request a copy |
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