Involving customers in new service development / editors, Bo Edvardsson ... [et al.].

Format:

Book

Contributor:

Edvardsson, Bo, 1952-

Series:

Series on Technology Management

Series on technology management ; v. 11

Language:

English

Subjects (All):

New products--Management.

New products.

Customer relations.

Service industries--Management.

Service industries.

Creative ability in business.

Physical Description:

1 online resource (333 p.)

Edition:

1st ed.

Place of Publication:

London : Imperial College Press ; Hackensack, NJ ; London : Distributed by World Scientific Publishing Co., c2006.

Language Note:

English

Summary:

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

Contents:

Preface; Contents; Chapter 1 Introduction; 1.1. Introduction; 1.2. An Emerging Theme in Management; 1.3. Getting Closer to the Customer; 1.4. What is Involvement?; 1.5. Who Should Read This Book?; 1.6. Outline of the Book; 1.7. The Future of Customer Involvement; References; Chapter 2 Process of Customer Interaction in New Service Development; 2.1. Introduction; 2.2. Why Interact with Customers?; 2.3. How to Interact with the Customers?; 2.4. Interaction between Front-Line Employees and Customers; 2.5. Selecting Customers for Interaction; 2.6. Problems in Customer Interaction

2.7. Conclusions References; Chapter 3 The Role of the Customer in the Development Process; 3.1. Introduction; 3.2. Research Design; 3.3. Customer Involvement in New Product and Service Development: Previous Research and Results; 3.4. Discussion; References; Chapter 4 Customers as Co-Innovators: An Initial Exploration of Its Strategic Importance; 4.1. Introduction; 4.2. Customer Value Co-Creation As a Path to ""Prime Mover-Ship""; 4.3. Welcoming Customers into Co-Innovation; 4.4. Historical Examples of Customer Co-Innovation; 4.5. Co-Innovation is Not Always a Good Idea

4.6. A Strategic View of Customer Co-Innovation 4.7. Toward a Typology; 4.8. Cases Illustrating the Typology; 4.9. Toward a Strategic Management of Customer Co-Innovation; 4.10. Conclusions; References; Chapter 5 Customer-to-Customer Interaction in Service Development: A Many-to-Many Approach; 5.1. Introduction; 5.2. Dissolving Established Categories and Roles; 5.3. On Development Innovation and Being New; 5.4. C2C Interaction; 5.5. Case: e-mail from Linus; 5.6. Case: How SAS and the Star Alliance Brought Me and Elvis Together; 5.7. Conclusions and Recommendations; References

Chapter 6 New Service Development: Learning from and with Customers 6.1. Introduction; 6.2. Theoretical Framework; 6.3. An Empirical Experiment of Involvement of Customers; 6.4. Results: Customer Ideas are More Innovative; 6.5. Analysis: The Enhanced Learning Process; 6.6. Discussion Implications and Future Research; References; Chapter 7 Managing Ideas That Are Unthinkable in Advance: A Matter of How and Where You Ask; 7.1. Introduction; 7.2. The Difficulties of Listening to Customers - Conceptualizations of Market Research

7.3. Why All Market Research Techniques Do Not Result in Innovative Ideas - the Difficulties of Thinking Outside the Box 7.4. User Innovation at Telia - or 74 ""Product Developers"" Generating Innovative Ideas Rapidly and Free of Charge; 7.5. About the Research; 7.6. Managerial Implications; References; Chapter 8 Learning from Experiments Involving Users in Service Innovation; 8.1. Introduction; 8.2. Scope; 8.3. Method - Knowledge through Experiments; 8.4. Results - the Contribution Made by User Involvement; 8.5. Optimizing User Involvement; 8.6. Pioneering vs. Guided Users

8.7. Managing User Involvement - Some Advice

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

ISBN:

9786611867454

9781281867452

1281867454

9781860948893

1860948898

OCLC:

815742085