Driving transformation performance through innovation and experience model

• Main Authors: Marindra Bawono, Leonardus W.W. Mihardjo
• Format: Article
• Language: English
• Published: Growing Science 2019-12-01
• Series: Management Science Letters
• Subjects: transformational performance; business model innovation; customer experience; industry 4.0
• Online Access: http://www.growingscience.com/msl/Vol10/msl_2019_349.pdf

Innovation on business model is not only describing the bundle of products and services but also it is integrated with the input of customer experience. Customer experience should become a key role in developing business model innovation in driving transformational performance. This paper argues that the transformational performance is derived from business model innovation and focuses on customer experience. We use telecommunication firms as our unit analysis with sample of 195 Indonesian ICT firms out of 542 units. The analytical approach and solution technique that is used for analysis is Partial Least Square (PLS). The findings demonstrate that business model played significant role on supporting contribution of customer experience in driving transformational performance. The finding has implication that by synergizing the value proposition of customer experience in a business model innovation, the transformational performance can be maintained through focus on customer experience driven business model innovation. Further study can be explored through additional variable, sample and further study on longitudinal on digital transformation firms.