Investigations on business model innovation and company’s development

Motivation: In the dynamically changing environment companies are looking for new ways to build competitive advantage. One of them could be business model innovation. Despite the rapidly increasing number of research on business model innovation, understanding its role for company’s development is still difficult.Aim: The aim of the paper is to identify the role of business model innovation for company’s development.Results: A map of up-to-date information derived from the literature was delivered. It not only helped to identify the common standpoints within existing research, but determined relationships between business model innovation and company’s development. Additionally, identifying directions for future research was possible

Emotions in Customer Experience

The aim of this chapter is to display how emotions build experiences in interactive society. To map out the emotions’ essential role in experiences, the chapter focuses to look over the literature on emotions in customer experience (CX), which is defined as an umbrella term for diverse experiences. The chapter introduces four key insights to underline the integral relation between emotions in CX in interactive society: (1) we identify eight different types and suggest a framework that captures these key types on how emotions build experiences, (2) emotions in CX are essential both in offline and online environments, (3) the diversity of emotions in interactive society is broad from positive and negative ones, and especially the role of the negative emotions should be acknowledged and further explored, and (4) we propose a set of definitions to clarify different terms used around emotions. The framework serves as a tool that guides practitioners and researchers and other professionals to acknowledge different facets of emotions when aiming to co-create experiences and manage them in the interactive society.acceptedVersionPeer reviewe