E-Book Overview
This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services. Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars. Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.
E-Book Content
SERIES ON TECHNOLOGY MANAGEMENT - VOL 11 INVOLVING CUSTOMERS IN NEW SERVICE DEVELOPMENT Editors Bo Edvardsson • Anders Gustafsson Per Kristensson • Peter Magnusson • Jonas Matthing Imperial College Press INVOLVING CUSTOMERS IN NEW SERVICE OEVELOPMENT Series on Technology Management Series Editor: J. Tidd (Univ. of Sussex, UK) ISSN 0219-9823 Published Vol. 1 Engines of Prosperity Templates for the Information Age by G. R. Ungson (Univ. of Oregon, USA) & J. D. Trudel (The Trudel Group, USA) Vol. 2 The Knowledge Enterprise Implementation of Intelligent Business Strategies edited by J. Friso den Hertog (MERIT, Maastricht University and Altu'ition bv, 's Hertogenbosch, The Netherlands) & E. Huizenga (Altu'ition bv, 's Hertogenbosch, The Netherlands) Vol. 3 From Knowledge Management to Strategic Competence Measuring Technological, Market and Organisational Innovation (2nd Edition) edited by J. Tidd (Univ. of Sussex, UK) Vol. 4 Japanese Cost Management edited by Y. Monden (Univ. ofTsukuba, Japan) Vol. 5 R&D Strategy on Organisation Managing Technical Change in Dynamic Contexts by V. Chiesa (Univ. degli Studi di Milano, Italy) Vol. 6 Social Interaction and Organisational Change Aston Perspectives on Innovation Networks edited by O. Jones (Aston Univ., UK), S. Conway (Aston Univ., UK) & F. Steward (Aston Univ., UK) Vol. 7 Innovation Management in the Knowledge Economy edited by B. Dankbaar (Univ. of Nijmegen, The Netherlands) Vol. 8 Digital Innovation Innovation Processes in Virtual Clusters and Digital Regions edited by G. Passiante (Univ. ofLecce, Italy), V. Elia (Univ. ofLecce, Italy) & T. Massari (Univ. ofLecce, Italy) Vol. 9 Service Innovation Organisational Responses to Technological Opportunities and Market Imperatives edited by J. Tidd (Univ. of Sussex, UK) & F. M. Hull (Fordham Univ., USA) Vol. 10 Open Source A Multidisciplinary Approach by M. Muffatto (University of Padua, Italy) Vol. 11 Involving Customers in New Service Development edited by B. Edvardsson, A. Gustafsson, P. Kristensson, P. Magnusson & J. Matthing (Karlstad University, Sweden) SERIES ON TECHNOLOGY MANAGEMENT-VOL.il INVOLVING COSTOMERS IN NEW SERVICE DEVELOPMENT Editors Bo Edvardsson Anders Gustafsson Per Kristensson Peter Magnusson Jonas Matthing Karlstad University, Sweden ICP Imperial College Press Published by Imperial College Press 57 Shelton Street Covent Garden London WC2H9HE Distri