Involving Customers in the Service Innovation Process

Marja Toivonen, Mari Holopainen, Tiina Tuominen

Research output: Chapter in Book/Report/Conference proceedingChapter or book articleScientificpeer-review


This chapter examines practices of involving customers in the service innovation process. Even though customer-centric views are increasingly gaining ground in the literature, there is not much research into the organisation of innovation processes in which customers actually participate. In this chapter we describe an action-research project where we, together with a case company, developed and tested several methods for customer participation. The company is a medium-sized Finnish insurance company which has developed several incremental service innovations during recent years. As the next step it wanted to adopt a systematic, genuinely customer-oriented innovation model.
Original languageEnglish
Title of host publicationCase Studies in Service Innovation
EditorsLinda A. Macaulay, Ian Miles, Jennifer Wilby, Yin Leng Tan, Liping Zhao, Babis Theodoulidis
ISBN (Electronic)978-1-4614-1972-3
ISBN (Print)978-1-4614-1971-6, 978-1-4899-9686-2
Publication statusPublished - 2011
MoE publication typeA3 Part of a book or another research book

Publication series

SeriesService Science: Research and Innovations in the Service Economy


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