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MANAGING CUSTOMER-DRIVEN BUSINESS MODEL INNOVATION

Mikko Pynnönen (), Jukka Hallikas and Paavo Ritala
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Mikko Pynnönen: Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland
Jukka Hallikas: Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland
Paavo Ritala: Lappeenranta University of Technology, P.O. Box 20, FI-53851 Lappeenranta, Finland

International Journal of Innovation Management (ijim), 2012, vol. 16, issue 04, 1-18

Abstract: The Information and Communications Technology (ICT) industry is now reaching saturation point in terms of growth, and constantly increasing demand for services can no longer be taken for granted. Customers have lot of options, and firms have to compete for business ever more intensely. In order to provide evidence of best practices in such environments, this paper reports a case study on customer-driven business model innovation. The resulting four-phase process framework is based on findings from a Pan-Nordic ICT service provider's recently implemented R&D project. On the theoretical level, the framework builds on the value-network and resource-based approaches, whereas in practice it may be useful to firms intending to innovate and redesign their business model in an attempt to provide superior customer value.

Keywords: Customer value; innovation; business model; ICT; service concept; value network; analytic hierarchy process; quality function deployment (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1142/S1363919612003836

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