Corporate customers' resistance to industrial service innovations

Heidi Korhonen, Ilari Kaarela

    Research output: Contribution to journalArticleScientificpeer-review

    16 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

    Keywords

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

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