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

Allard Van Riel, Tor Andreassen, Line Lervik-Olsen, Lu Zhang, Sunil Mithas and Kristina Heinonen

Journal of Business Research, 2021, vol. 136, issue C, 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.

Keywords: Actor model; Hospitality; Stakeholder approach; Service ecosystem; Sustainability; Responsible consumption (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (10)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:136:y:2021:i:c:p:389-401

DOI: 10.1016/j.jbusres.2021.07.035

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