Corporate customers' resistance to industrial service innovations

Heidi Korhonen, Ilari Kaarela

Research output: Contribution to journalArticleScientificpeer-review

15 Citations (Scopus)

Abstract

This paper examines the reasons for corporate customers' resistance to adopt industrial service innovations provided by their supplier companies. It is based on work with nine Finnish suppliers of industrial services and their potential customers. We view organizations as networks of individual adopters. We find that organizational sentiment towards adopting an innovation is often ambivalent and that resisting views reveal important drawbacks of an innovation that need to be addressed. The results clarify the effects of utility, cost, emotion and risk aversion in organizational service decisions emphasizing the fit of the service for the customer.
Original languageEnglish
Pages (from-to)479-503
Number of pages25
JournalInternational Journal of Innovation Management
Volume15
Issue number3
DOIs
Publication statusPublished - 2011
MoE publication typeA1 Journal article-refereed

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Innovation
Industrial services
Service innovation
Costs
Industry
Suppliers
Emotion
Cost-utility
Sentiment
Risk aversion

Keywords

  • Innovation resistance
  • innovation rejection
  • innovation adoption
  • industrial service
  • business-to-business
  • service innovation
  • organizational innovation
  • customer collaboration
  • customer understanding

Cite this

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Corporate customers' resistance to industrial service innovations. / Korhonen, Heidi; Kaarela, Ilari.

In: International Journal of Innovation Management, Vol. 15, No. 3, 2011, p. 479-503.

Research output: Contribution to journalArticleScientificpeer-review

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