Record Details

Customer Integration in Service Innovation: An Exploratory Study

Journal of Technology Management & Innovation

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Field Value
 
Title Customer Integration in Service Innovation: An Exploratory Study
 
Creator Straub, Tim
Kohler, Marc
Hottum, Peter
Arrass, Volker
Welter, Dennis
 
Subject customer integration; customer roles; open innovation; service innovation; service management.
 
Description Prominent industry projects, as well as an extensive literature suggest the importance of customer integration for companies’ innovation success. This appears to be especially true for service firms, which inherently build on customer interaction. Despite this appreciation of the approach, there are comparably few empirical analyses of the positive and negative effects of customer integration. In this exploratory study, we build on established customer role concepts to study the status quo of customer integration in industry, as well as reservations against the roles and negative experiences from customer integration projects. The study reveals a gap between reservations and actual negative experiences in losing know-how, as well as a positive effect of experience in customer integration on perceived benefits for the company.
 
Publisher Facultad de Economía y Negocios, Universidad Alberto Hurtado
 
Contributor —
 
Date 2013-09-29
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Artículo revisado por pares
 
Format application/pdf
 
Identifier http://www.jotmi.org/index.php/GT/article/view/art393
10.4067/S0718-27242013000400003
 
Source Journal of Technology Management & Innovation; Vol 8, No 3 (2013); 25-33
Journal of Technology Management & Innovation; Vol 8, No 3 (2013); 25-33
0718-2724
 
Language eng
 
Relation http://www.jotmi.org/index.php/GT/article/view/art393/856