Design/methodology Organisations are digitising the customer journey at a fast pace but have no idea what the effects of digitisation will be on customer experience and customer relationships. This paper describes two studies on digitisation in customer contact and the effects on customer experience …

Background: Since 2006, business principles have been introduced to foster efficient healthcare by way of managed competition. Managed competition is expressed by a contract between a health insurer and a physiotherapy primary healthcare organisation (PTPHO). In such a managed environment, PTPHOs have …

Business owners seem to recover. 52% of the business owners can pay their bills on time and 60% have enough financial resources to continue their business. Business investments are rising and the number of business owners having a lower renumeration than in 2019 are diminishing.The number of business …

Buildings need to be carefully operated and maintained for optimum health, comfort, energy performance, and utility costs. The increasing use of Machine Learning combined with Big Data in the building services sector has shown the potential to bring energy efficiency and cost-effectiveness. Therefore, …

We aim to understand the interaction between shifting organizational field logics and field actors’ responses to reconcile logic plurality and maintain legitimacy through business model innovation. Drawing on a multimethod, longitudinal field study in the fashion industry, we traced how de novo and incumbent …

Circular solutions require a systemic approach involving multiple actors within and across industrial sectors. This has implications for the structure and dynamics within geographically bounded entrepreneurial ecosystems. Actors within the entrepreneurial ecosystem assume the role of ‘system coordination’ …

We aim to understand the interaction between shifting organizational field logics and field actors’ responses to reconcile logic plurality and maintain legitimacy through business model innovation. Drawing on a multimethod, longitudinal field study in the fashion industry, we traced how de novo and incumbent …

The QuickScan CBM (Circular Business Model) offers an approach to develop a circular business model. It focuses primarily on the manufacturing industry, even though it can be used in other sectors. It consists of three parts: (1) an introduction with an explanation of backgrounds and central concepts, …

Technological developments go fast and are interrelated and multi-interpretable. As consumer needs change, the technological possibilities to meet those needs are constantly evolving and new technology providers introduce new disruptive business models. This makes it difficult to predict what the world …

We aim to understand the interaction between shifting organizational field logics and field actors’ responses to reconcile logic plurality and maintain legitimacy through business model innovation. Drawing on a multimethod, longitudinal field study in the fashion industry, we traced how de novo and incumbent …