Customer observation as a source of latent customer needs and radical new ideas for product-service systems

Jyri Hanski (Corresponding author), Markku Reunanen, Susanna Kunttu, Esa Karppi, Marja Lintala, Harri Nieminen

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

Abstract

The importance of maintaining close contact with customers and utilizing customer-based information has been emphasized in the industrial service and product-service systems (PSS) literature. A profound understanding of the customer's business and production environment is needed for successful PSS development. The conventional methods for gathering information about customers (surveys, feedback and interviews) typically result in incremental improvements and information about existing products and services. The focus of this paper is on how the information and ideas from customer contacts can be better captured to enable radical improvements. A framework for capturing the customer ideas is presented. The framework is based on customer observation methodology, entrepreneurial opportunity recognition model, front end of innovation literature as well as the experiences of a case study and interviews.
Original languageEnglish
Title of host publicationEngineering Asset Management 2011
Subtitle of host publicationProceedings of the Sixth World Congress on Engineering Asset Management
PublisherSpringer
Pages395-407
ISBN (Electronic)978-1-4471-4993-4
ISBN (Print)978-1-4471-4992-7
Publication statusPublished - 2012
MoE publication typeA4 Article in a conference publication
Event6th World Congress on Engineering Asset Management - Cincinnati, United States
Duration: 2 Oct 20124 Oct 2012
https://doi.org/10.1007/978-1-4471-4993-4 (Proceedings)

Publication series

NameLecture Notes in Mechanical Engineering
ISSN (Print)2195-4356
ISSN (Electronic)2195-4364

Conference

Conference6th World Congress on Engineering Asset Management
CountryUnited States
CityCincinnati
Period2/10/124/10/12
Internet address

Fingerprint

Customer needs
Product-service systems
Incremental
Entrepreneurial opportunity
Methodology
System development
Industrial services
Innovation
Opportunity recognition
Information gathering
Front-end
Customer contact
Customer surveys

Keywords

  • PSS development
  • latent customer need
  • radical innovation
  • customer observation

Cite this

Hanski, J., Reunanen, M., Kunttu, S., Karppi, E., Lintala, M., & Nieminen, H. (2012). Customer observation as a source of latent customer needs and radical new ideas for product-service systems. In Engineering Asset Management 2011: Proceedings of the Sixth World Congress on Engineering Asset Management (pp. 395-407). Springer. Lecture Notes in Mechanical Engineering
Hanski, Jyri ; Reunanen, Markku ; Kunttu, Susanna ; Karppi, Esa ; Lintala, Marja ; Nieminen, Harri. / Customer observation as a source of latent customer needs and radical new ideas for product-service systems. Engineering Asset Management 2011: Proceedings of the Sixth World Congress on Engineering Asset Management. Springer, 2012. pp. 395-407 (Lecture Notes in Mechanical Engineering).
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Hanski, J, Reunanen, M, Kunttu, S, Karppi, E, Lintala, M & Nieminen, H 2012, Customer observation as a source of latent customer needs and radical new ideas for product-service systems. in Engineering Asset Management 2011: Proceedings of the Sixth World Congress on Engineering Asset Management. Springer, Lecture Notes in Mechanical Engineering, pp. 395-407, 6th World Congress on Engineering Asset Management, Cincinnati, United States, 2/10/12.

Customer observation as a source of latent customer needs and radical new ideas for product-service systems. / Hanski, Jyri (Corresponding author); Reunanen, Markku; Kunttu, Susanna; Karppi, Esa; Lintala, Marja; Nieminen, Harri.

Engineering Asset Management 2011: Proceedings of the Sixth World Congress on Engineering Asset Management. Springer, 2012. p. 395-407 (Lecture Notes in Mechanical Engineering).

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

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Hanski J, Reunanen M, Kunttu S, Karppi E, Lintala M, Nieminen H. Customer observation as a source of latent customer needs and radical new ideas for product-service systems. In Engineering Asset Management 2011: Proceedings of the Sixth World Congress on Engineering Asset Management. Springer. 2012. p. 395-407. (Lecture Notes in Mechanical Engineering).