As soon as we've published an article, the version of the article that has been accepted for publication, the Author Accepted Manuscript (AAM) can be used for a variety of noncommercial scholarly purposes, subject to full attribution. An author may deposit and use their AAM (aka post-print) http://www.emeraldgrouppublishing.com/openaccess/oa_policies.htm Business Model Innovation and Value-creation: The Triadic Way Acknowledgments We thank the editor of Journal of Service Management and Prof Janet McColl-Kennedy for taking the initiative and hosting the Brisbane Thought leader conference that gave birth to this research. We also want to thank two anonymous reviewers for their valuable comments.

Purpose – The purpose of this paper is to develop a framework for understanding service design and how service design relates to central concepts within service marketing. Design/methodology/approach – For companies, service design is growing in importance and has become a crucial capability to survive in the service-dominant economy. Service design increases the capacity to improve not only service experiences but also organizational design. On this premise, the authors propose a conceptual framework. Findings – By relating service design to research efforts within service marketing, dual value creation can be enhanced. As such, the conceptual framework portrays service design as an enhancer of customer experience and organizational performance. Originality/value – To the authors knowledge, service design has not been discussed in the service marketing literature. Thus, this is the first attempt to see service design in light of well-established service marketing models such as SERVQUAL and an updated version of the Service-profit-chain.

a b s t r a c t a r t i c l e i n f oHealth care customers (patients) experience heightened emotions due to high stakes from risks to life, health, and well-being. Understanding and managing emotions during service experiences is an important area of inquiry because emotions influence customer perceptions, future intentions and behaviors. Yet despite its significance, research focusing on the impact of emotions on customer experiences remains fragmented, lacking a theoretically based conceptual framework. The authors attempt to fill this gap by addressing two important research questions contextualized in health care: (1) How can health care organizations better understand patient and family emotions during health care experiences? and (2) How should health care organizations use this understanding to design and better manage patient experiences to enhance patient well-being? The authors propose a new theoretically based framework on emotional responses following triggering events to enhance outcomes. Recommendations designed to enhance health care customer well-being are provided, as are directions to guide future work.

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Purpose – The purpose of this study is to explore three paradoxes of service innovation and provide a way forward for fresh thinking on the topic. Design/methodology/approach – Through a conceptual model of service innovation research, the authors challenge the “pro-change” bias and explore what can be learnt from the duality of service innovation. Findings – This paper suggests that research moves beyond a firm perspective to study service innovation on multiple levels of abstraction. A conceptual model based on two dimensions, level (individual, organization and society) and outcome (success, failure), is used to pinpoint and explore three dualities of service innovation: adopt–reject, change–static and good–bad. Originality/value – By challenging the traditional perspective on service innovation, the authors present new avenues for fresh thinking in research on service innovation. In this paper, the authors encourage researchers and managers to learn from failures and to acknowledge the negative effects of service innovation.

Purpose – Improving the commercial success rate of innovations requires alternative approaches based on social science methodologies for identifying subtle, emerging changes in consumer needs and behaviors. The purpose of this paper is to address this call by proposing trend spotting to guide innovation researchers and service managers towards innovations that are more in accordance with emerging consumer needs. Design/methodology/approach – The authors develop, describe, and employ a methodology for trend spotting to derive eight consumer trends that will have a strong influence on their choices. To provide further insights into these trends, the authors label and describe three customer segments as a function of life-cycle. The goal is to provide a framework for identifying innovations that are of higher value consumers. Findings – The authors identified eight consumer trends, i.e. Always on the go, Always logged-in, Quality information faster, Nowism, Look at me now, Privacy, Sustainable living, and return on time (RoT), present across the three life-stage segments, i.e. Young free and single, Chaos in my life, and Got my life back. Practical implications – For illustration purpose, the authors elaborate on the trend RoT and employ their findings and framework to illustrate how the airline industry may derive ideas for valuable innovations. Originality/value – To the best of the authors’ knowledge, this is the first time trend spotting has been employed in the field of service marketing and service innovations.

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Purpose – The purpose of this paper is to provide insight into the decision process behind whether customers complain, and to identify the effects of the situational factor credence quality in this decision process. Design/methodology/approach – A quasi-experimental design is used in which scenarios are applied in combination with a survey to test and to compare the model and its boundary conditions with existing consumer behavior models. Findings – The mental-accounting process (theory of trying to complain (TTC)) seems to be a stronger predictor than mere attitude models (theory of planned behavior) when trying to explain intention to complain. Second, anticipated justice from complaint handling is a strong driver of intention to complain. Third, in both models, subjective norms are a strong predictor of intention to complain. Practical implications – This study contributes to both theory and practice by extending existing theory and offering the TTC, and by providing practical insight for service managers. Originality/value – To the best of the authors’ knowledge, the current study is the first to compare systematically two complaint approaches explaining complaint intention: the attitude model and the mental-accounting model.