IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2023i1p257-d1308513.html
   My bibliography  Save this article

Customer–Resource Relationships in the Continuous Business Model Innovation of Technology Companies: Google Cases

Author

Listed:
  • Heesang Lee

    (Department of Industrial Engineering, Sungkyunkwan University, Suwon 440-746, Republic of Korea)

  • Jinsun Jung

    (Management of Technology, Sungkyunkwan University, Suwon 440-746, Republic of Korea)

Abstract

Research interest in business model innovation (BMI) has increased in highly competitive environments. However, there has been a relative lack of empirical case studies on how companies have built continuous BMI for sustainable success and growth in today’s complex technology and volatile customer environments. We adopted the “BMI Customer–Resource (CR) matrix” framework by focusing on the customer and resource as the critical determinants of sustained BMI success in technology companies. The first finding of this paper is to develop and expand a conceptual framework for analyzing the sustainable growth and success of leading technology companies. By examining Google’s 14 BMs with the CR-matrix, we derived five propositions about the success conditions for sustained BMI. We compared them to existing research on Amazon.com, finding four similarities and three differences. We also made an empirical contribution that reveals that conducting BMs while appropriately exploring and leveraging new or existing customers and resources can affect a company’s sustainable success.

Suggested Citation

  • Heesang Lee & Jinsun Jung, 2023. "Customer–Resource Relationships in the Continuous Business Model Innovation of Technology Companies: Google Cases," Sustainability, MDPI, vol. 16(1), pages 1-21, December.
    • Handle: RePEc:gam:jsusta:v:16:y:2023:i:1:p:257-:d:1308513
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/1/257/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/1/257/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Verhoef, Peter C. & Lemon, Katherine N., 2013. "Successful customer value management: Key lessons and emerging trends," European Management Journal, Elsevier, vol. 31(1), pages 1-15.
    2. Keiningham, Timothy & Aksoy, Lerzan & Bruce, Helen L. & Cadet, Fabienne & Clennell, Natasha & Hodgkinson, Ian R. & Kearney, Treasa, 2020. "Customer experience driven business model innovation," Journal of Business Research, Elsevier, vol. 116(C), pages 431-440.
    3. Snezhana Sulova, 2023. "A Conceptual Framework for the Technological Advancement of E-Commerce Applications," Businesses, MDPI, vol. 3(1), pages 1-11, March.
    4. Constance E. Helfat & Margaret A. Peteraf, 2003. "The dynamic resource‐based view: capability lifecycles," Strategic Management Journal, Wiley Blackwell, vol. 24(10), pages 997-1010, October.
    5. Oliver Gassmann & Karolin Frankenberger & Roman Sauer, 2016. "Exploring the Field of Business Model Innovation," Springer Books, Springer, number 978-3-319-41144-6, July.
    6. Mintak Han & Jeonghwan Jeon, 2023. "Roadmap Incorporating Data Management Perspective for Platform Business Model Innovation," Sustainability, MDPI, vol. 15(4), pages 1-19, February.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    2. Alhamzah Alnoor & Khai Wah Khaw & XinYing Chew & Sammar Abbas & Zeeshan Zaib Khattak, 2023. "The Influence of the Barriers of Hybrid Strategy on Strategic Competitive Priorities: Evidence from Oil Companies," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 24(2), pages 179-198, June.
    3. André de Abreu Saraiva Monteiro Alves & Fernando Manuel Pereira de Oliveira Carvalho, 2022. "How Dynamic Managerial Capabilities, Entrepreneurial Orientation, and Operational Capabilities Impact Microenterprises’ Global Performance," Sustainability, MDPI, vol. 15(1), pages 1-23, December.
    4. Quan Anh Nguyen & Gillian Sullivan Mort, 0. "Conceptualising organisational-level and microfoundational capabilities: an integrated view of born-globals’ internationalisation," International Entrepreneurship and Management Journal, Springer, vol. 0, pages 1-23.
    5. Baoliang Hu & Wei Huang & Shuai Yan & Guang Liu & Tao Zhang, 2020. "Business Model Design and Customer Loyalty: The Mediating Role of Customer Citizenship Behavior," Sustainability, MDPI, vol. 12(17), pages 1-14, August.
    6. Dolores Gallardo-Vázquez, 2023. "Attributes influencing responsible tourism consumer choices: Sustainable local food and drink, health-related services, and entertainment," Oeconomia Copernicana, Institute of Economic Research, vol. 14(2), pages 645-686, June.
    7. Sebastian Schroedel, 2023. "The Sustainable Business Model Database: 92 Patterns That Enable Sustainability in Business Model Innovation," Sustainability, MDPI, vol. 15(10), pages 1-27, May.
    8. Ortiz García Navas, Beatriz & Donate Manzanares, Mario Javier & Guadamillas Gómez, Fátima, 2019. "Social capital as a theoretical approach in Strategic Management," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    9. Rui Baptista & Murat Karaöz & João Correia Leitão, 2020. "Diversification by young, small firms: the role of pre-entry resources and entry mistakes," Small Business Economics, Springer, vol. 55(1), pages 103-122, June.
    10. Torres, Juan Pablo & Barrera, Jose Ignacio & Kunc, Martin & Charters, Steve, 2021. "The dynamics of wine tourism adoption in Chile," Journal of Business Research, Elsevier, vol. 127(C), pages 474-485.
    11. Samadhiya, Ashutosh & Yadav, Sanjeev & Kumar, Anil & Majumdar, Abhijit & Luthra, Sunil & Garza-Reyes, Jose Arturo & Upadhyay, Arvind, 2023. "The influence of artificial intelligence techniques on disruption management: Does supply chain dynamism matter?," Technology in Society, Elsevier, vol. 75(C).
    12. Fosso Wamba, Samuel & Queiroz, Maciel M. & Trinchera, Laura, 2024. "The role of artificial intelligence-enabled dynamic capability on environmental performance: The mediation effect of a data-driven culture in France and the USA," International Journal of Production Economics, Elsevier, vol. 268(C).
    13. Tran, Hien Thu, 2019. "Institutional quality and market selection in the transition to market economy," Journal of Business Venturing, Elsevier, vol. 34(5), pages 1-1.
    14. Trkman, Peter, 2010. "The critical success factors of business process management," International Journal of Information Management, Elsevier, vol. 30(2), pages 125-134.
    15. Peter Ping Li & Shameen Prashantham & Abby Jingzi Zhou & Steven Shijin Zhou, 2022. "Compositional springboarding and EMNE evolution," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(4), pages 754-766, June.
    16. Jyro B. Triviño, 2024. "Role of human resources in memorable customer experience," SN Business & Economics, Springer, vol. 4(1), pages 1-15, January.
    17. Insu Cho & Young Hoon Kwak & Jaehyeon Jun, 2019. "Sustainable Idea Development Mechanism in University Technology Commercialization (UTC): Perspectives from Dynamic Capabilities Framework," Sustainability, MDPI, vol. 11(21), pages 1-16, November.
    18. Thierry Sauvage & Tony Cragg & Sarrah Chraibi & Oussama El Khalil Houssaini, 2018. "Running the Machine Faster: Acceleration, Humans and Warehousing," Post-Print hal-02905068, HAL.
    19. Tommaso Agasisti & Aleksei Egorov & Pavel Serebrennikov, 2020. "How Do The Characteristics Of The Environment Influence University Efficiency? Evidence From A Conditional Efficiency Approach," HSE Working papers WP BRP 238/EC/2020, National Research University Higher School of Economics.
    20. Umut Ünal & Rıfgı Buğra Bağcı & Mertcan Taşçıoğlu, 2024. "The perfect combination to win the competition: Bringing sustainability and customer experience together," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 4806-4824, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:16:y:2023:i:1:p:257-:d:1308513. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.