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Customer Experience & Business Model Innovation > Exam > Flashcards

Exam Flashcards

1
Q

VBIM Framework

A

Is about how organisational values can be used as a driver for innovation and management. We distinguish between different kinds of values and how these may affect innovation and the management tools necessary to drive innovation

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2
Q

VBIM - Three types of management

A

Strategic, Normative, Operational

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3
Q

Normative Management

A

Vision, Mission, Purpose statement

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4
Q

Strategic Management

A

Identifying and exploiting the competitive market

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5
Q

Operational Management

A

Processes and activities necessary to realise the vision, mission and purpose statement

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6
Q

VBIM - Three types of Innovation

A

Strategic, Normative, Instrumental

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7
Q

Strategic innovation

A

Changes in preconditions of competitive market

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8
Q

Normative innovation

A

Changes in vision, mission and purpose statement (new CEO)

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9
Q

Instrumental innovation

A

Changes in internal operational porcesses

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10
Q

Service Dominant Logic

A

Concern service innovation, and focuses on the service offering and the process of serving, rather than exchange of a product. Service-centric

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11
Q

Verhoef & Lemon

A

Customer experience as a multidimensional construct that involves consumer’s cognitive, emotional, behavioural, sensorial and social responses to brand touchpoints

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12
Q

Touchpoints

A

Brand-owned, Partner-owned, customer owned, social/external

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13
Q

Roggeveen et al

A

The Dast framework. Concerns in- and out-of-store experience touchpoints with the customer journey. The customer experience spans throughout the whole customer journey

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14
Q

DAST

A

Design: colours, layout, comfort
Ambient: Lighting, temperature
Social: Customers, personnel
Trialability: Samples, pop-up

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15
Q

Brakus

A

Brand experience is conceptualised as sensations, feelings, cognition and behavioural responses to brand related stimuli.

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16
Q

Brand Experience Scale

A

Four Dimensions:
Sensorial - impressions to the senses
Affective - the brand induces feelings
Behavioural - the brand encourages physical action
Intellectual - the brand engages thinking

17
Q

Values (Roux et al)

A

Are beliefs that refers to desirable attributes of luxury brands and serve as standards in guiding consumer behaviour. Are brand oriented

18
Q

Motives (Roux et al)

A

Incentives that drive consumers towards desirable goals and related values. Are consumer-oriented

19
Q

Hedonic Values

A

Are values that are associated with pleasure, feelings and emotions. The degree to which product/service arouses the consumer and creates a pleasant experience

20
Q

Hedonic Goal

A

Are short term and the criterion for goal realisation is a change in the way one feels. The hedonic goal affects the degree of pleasure

21
Q

Gain Goal

A

Is a change within one’s personal resources or efficiency of resources

22
Q

Normative Goal

A

Concerns what people think is the right thing to do. Ex. being environmentally friendly

23
Q

Macro-level

A

Competitive law, regulations etc.

24
Q

Firm-level

A

Organisational values, culture, leadership

25
Q

Micro-level

A

Adversity to change, loss-aversion

26
Q

Evolutionary BMI

A

Fine-tuning of individual components of the BM

27
Q

Adaptive BMI

A

Changes in the BM that are new to the firm, but not necessarily to the industry

28
Q

Focused BMI

A

Innovation within one area of the BM that has been ignored by its competitors. Ex. a whole new target segment

29
Q

Complex BMI

A

Brick-and-motor companies that suddenly go online

30
Q

Decomposable

A

Interactions amongst subsystems are very, very small

31
Q

Nondecomposable

A

The interactions are essential for the BM

32
Q

Nearly decomposable

A

Interactions amongst the subsystems are small but not as small as decomposable

Customer Experience & Business Model Innovation (1 decks)

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