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Citations since 2016
5 Research Items
Overview: The shift toward digital offerings poses challenges for companies that are adapting their development process from creating physical products to new digital artifacts. The ways in which companies design physical products and their interaction with customers is not effective in the digital domain. This article outlines how Sorgenia, a fast...
This article investigates how service companies might engage frontline employees in transforming a market vision into a new service routine. This is a major challenge given the separation between those making decisions at the managerial level and those interacting with customers, ultimately enabling the service experience. Through interviews and ob...
Purpose The innovation of meaning paradigm is a strategy to radically innovate product and service meanings. While researchers have focussed on the role of product and retail space meanings as interlinked in the pursuit of innovation, no investigation has been directed towards understanding when the two meanings differ. This research explores how c...
Retailers can achieve competitive advantage by creating an omni-experience, a novel customer experience innovation strategy. Overview: Online-based retailers have made competing in the physical retail industry increasingly challenging. Building strong experiences to differentiate from the online-based players is key to survival. Brands can leverage...
Innovation of Meaning (IoM) is a framework that aims to innovate the “reason why” people use a product or service. However, as current research is limited to the strategic generation phase, and we lack an understanding of how to embody new meaning in a new solution. This gap is critical, as development teams may pursue a reinterpretation of meaning...