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

    SeriesLecture Notes in Mechanical Engineering
    ISSN2195-4356

    Conference

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

    Keywords

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

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