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Welcome to the Library

Hello. Why don’t you pull up one of those nice comfy chairs. Go on, settle yourself down in front of the crackling fire, with a good cup of tea (or coffee, or something stronger, the choice is yours).

This is my virtual library where I list the books and articles that have sparked my interest and thoughts. I’m not intending to give a detailed review of these books. Rather, just to highlight points of interest.

If you’re looking for the list of references, then you should try here.

I hope you find the items in the library as interesting and thought inspiring as I have! If you’ve got any comments or suggestions of other books and articles, please let me know!

Conceptualizing the Value Co-Destruction Process for Service Systems: Literature Review and Synthesis

Lintula, J., Tuunanen, T., Salo, M. (2017)

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Research Paper
Abstract: This study conceptualizes the notion of value co-destruction by reviewing and synthesizing the scattered and scarce value co-destruction literature in interdisciplinary fields. Building on our synthesis, we outline a conceptual framework for the value co-destruction process consisting of three interrelated categories of key concepts. Our framework helps in identifying, analyzing and rectifying unwanted outcomes of a service process and highlighting the dynamic nature of value co-destruction in service systems


Introduces a conceptualised framework for co-destruction of value  
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Consumer resistance to innovations: the marketing problem and its solutions

Ram, S., Sheth, J. (1989)

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Research Paper
Abstract: The article explains why customers resist innovations even though they are considered necessary and desirable. The major barriers which create customer resistance to innovations have been identified and marketing strategies to overcome these barriers have been suggested. Primarily because most business corporations are faced with a very high rate of new product failure, only a small fraction of the new product Ideas chosen for market development are commercially successful. One of the major causes for market failure of innovations is the resistance they encounter from consumers. Yet, little research has been done on this subject. Most studies have focused on successful innovations and their rate of diffusion through the market. Some marketing scholars have emphasized the value of studying innovation resistance. However, except for a few studies, the concept remains neglected. First, an innovation may create a high degree of change in the consumers' day-to-day existence and disrupt their established routines. For example, the videotex, which offers in-home shopping services, when initially in France, met with high consumer resistance because of the changes it created in shopping behavior.


Gives the main barriers that cause resistance.
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Consumers Resistance to Innovation

bin Mohtar, S., Abbas, M. (2014)

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Research Paper
Abstract: The motive behind this conceptual study is to explore and pinpoint consumer resistance towards innovation to know the idea in the field of technological innovation and its resistance behavior. This study aim is to investigate the consumer resistance to innovation from the theoretical point of view and represent its significance in the process of innovation. The study analyze and summarize the complication of resistance to innovation and its effects on consumer attitude towards innovation as well as its effects on the consumer market. Previous mainstream literature focused on the innovation adoption but this study focusing on consumer resistance to innovation by showing its significant ideas about resistance to innovation


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Customer Contributions and Roles in Service Delivery

Bitner, M.J., Farander, W., Hubbert, A., Zeithaml, V. (1997)

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Research Paper
Abstract: Focuses on the roles of customers in creating quality and productivity in service experiences. Presents two conceptual frameworks to aid managerial understanding and focus research efforts on customer participation. The first framework captures levels of customer participation across different types of services. The second discusses three major roles of customers in the service delivery process. Two examples of the concepts are presented ‐ one in a weight loss context and the other in a mammography screening setting. Both are based on empirical research and illustrate specific applications of customers’ roles in creating the service experience.


introduces concept of customer as a temporary employee during service provision
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Customer Resistance to Tourism Innovations: Entrepreneurs’ Understanding and Management Strategies

Sanchez, I., Williams, A., García-Andreu, H. (2019)

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Research Paper
Abstract: Customer resistance is the greatest risk to innovation for the entrepreneur. The aim of this exploratory study is to provide insights into this underdeveloped area in the tourism innovation literature. A qualitative approach is adopted to understand the resistance experienced by 57 entrepreneurs when introducing their innovations into the market, the causes and the actions taken to minimise resistance. Findings indicate that most entrepreneurs often encounter resistance from sceptical customers, satisfied with their status quo and with no or low appetites for innovation. The analysis reveals two main sources of resistance: the association of the innovations with particular risks, and the customers' lack of understanding of the innovation value. Communication strategies are crucial to decrease the associated risks and for trust building. The paper provides a critical perspective on the challenges faced by innovators, challenges which are often overlooked given the near-iconic status of innovation in studies of economic development.


Looks at 57 entrepreneurs and resistance to innovation in the tourism industry. Includes a conceptual model on what to do in the face of postponement, rejection and opposition
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Customer’s operant resources effects on co-creation activities

Alves H., Ferreira J.J., Fernandes C.I. (2016)

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Research Paper
Abstract: This study analyses the influence of client operant resources, in the form of self-efficacy, bridging social capital and customer expertise, on co-creation activities with companies and the customer resulting perceived benefits. A quantitative study, based on a sample of 362 consumers was carried out to test a model that sets out the relationships among the variables in analysis. The results demonstrate not only how operant resources do effectively contribute towards explaining a certain percentage of the variation in customer co-creation activities, but also how this resources influence gets boosted by the efforts companies make to educate their customers. The results also show that co-creation with the firm enhances customer perceived benefits.


Study showing customer operant resources and impact on co-creation of value/perceived benefits
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Defining Service Innovation: A review and Synthesis

Witell, L., Snyder, H., Gustafsson, A., Fombelle P. W.  (2016)

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Research Paper
Abstract: Research on service innovation appears in several research disciplines, with important contributions in marketing, management, and operations research. Although the concept is widely used, few research papers have explicitly defined service innovation. This dearth of research is the motivation for the present study. Through a systematic review of 1301 articles on service innovation appearing in academic journals between 1979 and 2014, this article examines research defining service innovation. The study identifies the key characteristics within 84 definitions of service innovation in different perspectives (assimilation, demarcation and synthesis) and shows how the meaning of the concept is changing. The review suggests that the large variety in definitions limits and hinders knowledge development of service innovation.


This paper reviews service innovation from 1301 papers spanning 1979-2014. It points out the limited amount of research that has been conducted; is helpful in giving the context and definitions from the three perspectives of assimilation, demarcation and synthesis; and identifies that such a wide range of definitions hinders knowledge development.
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Designing Interactive Strategy

Normann, R., Ramírez, R. (1993)

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Research Paper
“IKEA is more than a link on a value chain. It is the center of a constellation of services, goods, and design.” “In essence, the [Danish] pharmacies wanted to broaden their traditional approach, delivery of conventional pharmaceutical “hardware” (in other words, selling drugs), into a concept they called Pharmaceutical Care, which would emphasize the “software” […]
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