Abstract
| 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 | |
| Publication status | Published - 2011 |
| MoE publication type | A3 Part of a book or another research book |
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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
TY - CHAP
T1 - Involving Customers in the Service Innovation Process
AU - Toivonen, Marja
AU - Holopainen, M.
AU - Tuominen, T.
PY - 2011
Y1 - 2011
N2 - 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.
AB - 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.
U2 - 10.1007/978-1-4614-1972-3_32
DO - 10.1007/978-1-4614-1972-3_32
M3 - Chapter or book article
SN - 978-1-4614-1971-6
SP - 195
EP - 208
BT - Case Studies in Service Innovation
A2 - Macaulay, Linda A.
A2 - Miles, Ian
A2 - Wilby, Jennifer
A2 - Tan, Yin Leng
A2 - Zhao, Liping
A2 - Theodoulidis, Babis
PB - Springer
CY - New York
ER -