Customer involvement in innovation in service sector

    Research output: Chapter in Book/Report/Conference proceedingChapter or book articleProfessional


    Customer involvement in service innovation has been considered with a special focus on open innovation with individual consumers. The goal of the chapter was to increase our understanding on how to involve customers (individual consumers) successfully for service innovation in a controlled manner. To achieve the goal, three very different kind of Case examples on consumer involvement in service innovation (Case Owela, case Medilaser, and Case Austrian Red Cross) were presented and discussed from a variety of standpoints related the open innovation and innovation management. The standpoints included (among others), methods and forms of the consumer involvement, openness related to the innovation work, openness related to the outcome of innovation. The three Case examples were purposely chosen to be different in these standpoints. The Case examples, together with the theoretical framework given in the chapter and the discussion of the Case examples against the theoretical framework could help managers of service firms and other service organizations in planning and leading open innovation activities with their customers in business-to-consumers markets.
    Original languageEnglish
    Title of host publicationOpen Innovation
    Subtitle of host publicationA Multifaceted Perspective
    EditorsAnne-Laure Mention, Marko Torkkeli
    PublisherWorld Scientific Publishing
    ISBN (Electronic)978-981-4719-18-6
    ISBN (Print)978-981-4719-17-9
    Publication statusPublished - 2016
    MoE publication typeD2 Article in professional manuals or guides or professional information systems or text book material

    Publication series

    SeriesOpen Innovation: Bridging Theory and Practice


    • innovation management
    • service innovation
    • user innovation
    • open innovation
    • service-dominant logic
    • business-to-customer


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