@inbook{8edee7340e9d4b48a3cf6de52c450eae,
title = "Involving Customers in the Service Innovation Process",
abstract = "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.",
author = "Marja Toivonen and Mari Holopainen and Tiina Tuominen",
year = "2011",
doi = "10.1007/978-1-4614-1972-3_32",
language = "English",
isbn = "978-1-4614-1971-6",
series = "Service Science: Research and Innovations in the Service Economy",
publisher = "Springer",
pages = "195--208",
editor = "Macaulay, {Linda A.} and Ian Miles and Jennifer Wilby and Tan, {Yin Leng} and Liping Zhao and Babis Theodoulidis",
booktitle = "Case Studies in Service Innovation",
address = "Germany",
}