What impacts do different forms of customer involvement have on the development of services? the identification of team-and customer-related factors

• In service design and innovation research activecustomerinvolvement has been suggested asa critical factor for developing successfulservices. Hence, the approach to service design and innovation has been argued to be necessarily open, cross-disciplinary and collaborativerather than closed R&D processes.Drawing upon extensive team research literature,however,it seems that the effective development of a service isaffected by a number of factors and cannot be reduced to the composition of teamsonly. Additional impacting factors have been found to be taskdesign and interdependence, internal team processesincluding bonding, conflicts and communication,and numerous external players such as length of a project, team leadership, management support and context-related factors. Further, by emphasizing on the examination of different forms of customerinvolvement, it appears that not only the form of customer involvement but also specific customer characteristics matter. We conclude with recommendations for future research that sets out to study different forms of customer involvement in a controlled environment.

Ämnesord

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

service design

service innovation

customer involvement

team research

Business Administration

Företagsekonomi

Publikations- och innehållstyp

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