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A customer-centric five actor model for sustainability and service innovation

Author

Listed:
  • van Riel, Allard C.R.
  • Andreassen, Tor W.
  • Lervik-Olsen, Line
  • Zhang, Lu
  • Mithas, Sunil
  • Heinonen, Kristina

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.

Suggested Citation

  • van Riel, Allard C.R. & Andreassen, Tor W. & Lervik-Olsen, Line & Zhang, Lu & Mithas, Sunil & Heinonen, Kristina, 2021. "A customer-centric five actor model for sustainability and service innovation," Journal of Business Research, Elsevier, vol. 136(C), pages 389-401.
    • Handle: RePEc:eee:jbrese:v:136:y:2021:i:c:p:389-401
    DOI: 10.1016/j.jbusres.2021.07.035
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    Cited by:

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    2. Hans Ulrich Buhl & Valerie Graf-Drasch & Christian Wiethe, 2023. "What to say and what to do: the disparity of the communication and investment in sustainability targets, given customer expectations," Journal of Business Economics, Springer, vol. 93(3), pages 485-507, April.
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    4. Anton Atno Parluhutan Sinaga & Sunday Ade Sitorus, 2023. "The Role of Consumer Attitude and Renewable Energy towards Environmental Friendly Policies in the Intention to Comply With the Paid Plastic Environmental Friendly Policy," International Journal of Energy Economics and Policy, Econjournals, vol. 13(1), pages 14-21, January.
    5. Ahsan Siraj & Shilpa Taneja & Yongming Zhu & Hongbing Jiang & Sunil Luthra & Anil Kumar, 2022. "Hey, did you see that label? It's sustainable!: Understanding the role of sustainable labelling in shaping sustainable purchase behaviour for sustainable development," Business Strategy and the Environment, Wiley Blackwell, vol. 31(7), pages 2820-2838, November.
    6. Sunil Mithas & Zhi‐Long Chen & Terence J.V. Saldanha & Alysson De Oliveira Silveira, 2022. "How will artificial intelligence and Industry 4.0 emerging technologies transform operations management?," Production and Operations Management, Production and Operations Management Society, vol. 31(12), pages 4475-4487, December.
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