Involving Customers in the Service Innovation Process

Marja Toivonen; M. Holopainen; T. Tuominen

doi:10.1007/978-1-4614-1972-3_32

Involving Customers in the Service Innovation Process

Marja Toivonen, M. Holopainen, T. Tuominen

VTT Technical Research Centre of Finland

Research output: Chapter in Book/Report/Conference proceeding › Chapter or book article › Scientific › peer-review

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.

Original language	English
Title of host publication	Case Studies in Service Innovation
Editors	Linda A. Macaulay, Ian Miles, Jennifer Wilby, Yin Leng Tan, Liping Zhao, Babis Theodoulidis
Place of Publication	New York
Publisher	Springer
Chapter	32
Pages	195-208
ISBN (Electronic)	978-1-4614-1972-3
ISBN (Print)	978-1-4614-1971-6
DOIs	https://doi.org/10.1007/978-1-4614-1972-3_32
Publication status	Published - 2011
MoE publication type	A3 Part of a book or another research book

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Toivonen, M., Holopainen, M., & Tuominen, T. (2011). Involving Customers in the Service Innovation Process. In L. A. Macaulay, I. Miles, J. Wilby, Y. L. Tan, L. Zhao, & B. Theodoulidis (Eds.), Case Studies in Service Innovation (pp. 195-208). Springer. https://doi.org/10.1007/978-1-4614-1972-3_32

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Involving Customers in the Service Innovation Process. / Toivonen, Marja; Holopainen, M.; Tuominen, T.

Case Studies in Service Innovation. ed. / Linda A. Macaulay; Ian Miles; Jennifer Wilby; Yin Leng Tan; Liping Zhao; Babis Theodoulidis. New York : Springer, 2011. p. 195-208.

Research output: Chapter in Book/Report/Conference proceeding › Chapter or book article › Scientific › peer-review

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10.1007/978-1-4614-1972-3_32