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The Customer's Role...
The Customer's Role in New Service Development
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- Sandén, Bodil, 1973- (författare)
- Karlstads universitet,Fakulteten för ekonomi, kommunikation och IT (nedlagd)
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- Gustafsson, Anders (preses)
- Karlstads universitet,Centrum för tjänsteforskning
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- Edvardsson, Bo (preses)
- Karlstads universitet,Centrum för tjänsteforskning
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- Witell, Lars (preses)
- Karlstads universitet,Centrum för tjänsteforskning
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- Stauss, Bernd, Professor (opponent)
- Ingolstadt Katolische Universität
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(creator_code:org_t)
- ISBN 9789170631177
- Fakulteten för ekonomi, kommunikation och IT, 2007
- Engelska.
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Serie: Karlstad University Studies, 1403-8099 ; 2007:14
- Relaterad länk:
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https://kau.diva-por... (primary) (Raw object)
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https://urn.kb.se/re...
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Abstract
Ämnesord
Stäng
- Given today’s industry dynamics, new service development is becoming increasingly important to the competitiveness, growth, and survival of organizations. Unfortunately, new service development has proven to be a complex and difficult task. Numerous reasons are stated in the literature such as the difficulty of understanding and anticipating latent customer needs and insufficient market research techniques. To facilitate proactive learning about the customer, recent findings stress customer involvement in the development process and observations of customers in real action.The overall objective of the dissertation is to contribute to an increased knowledge of customer involvement, i.e., the role of customers as contributors and co-creators in new service development. The thesis draws on theory from market and learning orientation in conjunction with a service-centered model, and provides an extensive review of literature on customer involvement in innovation. In five separate studies, this doctor’s thesis addresses the customer’s role in innovation activities in various industries (e.g., Staffing Services, Airline Services, and Mobile Telecommunication services).In this thesis it is argued that interaction is not only the focal point of services, but also the essence of customer involvement. A special emphasis is put on supporting techniques as these are the means by which customer information and knowledge are created. In addition, results are provided showing that customer involvement in innovation pays off. Companies that engage in collaborative innovation with customers can expect improved customer satisfaction, customer loyalty, and profit margin.
Ämnesord
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Nyckelord
- New Service Development
- Service Innovation
- New Product Development
- Customer Involvement
- User Involvement
- Market Research
- Market Orientation
- Business studies
- Företagsekonomi
- Business Administration
- Företagsekonomi
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- dok (ämneskategori)
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