Practices for involving organizational customers in service innovation

Heidi Korhonen, Ilari Kaarela

    Research output: Chapter in Book/Report/Conference proceedingChapter or book articleProfessional

    2 Citations (Scopus)

    Abstract

    It is not clear what kind of customer involvement leads to optimal service innovation. An integrative approach is needed so as to link the practices of how a firm involves customers in service innovation to the advantages it is seeking. We apply previous research into service-dominant (S-D) logic and open innovation in order to study the practices for involving organizational customers in service innovation. Our empirical research is based on case studies on six globally operating technology companies known for their innovativeness and service-oriented business with their organizational customers. We describe customer involvement practices based on their openness as in-house development and supplier co-operation, development based on customer insight, co-development with customers, and development by customers. We find that, in addition to obtaining information, ideas, and development partners, these customer involvement practices are used for shaping the context of value co-creation, fostering network effects, living with contingency, and engaging in business with meaning. We also contribute by bringing the research streams of S-D logic and open innovation closer together.
    Original languageEnglish
    Title of host publicationThe Handbook of Service Innovation
    EditorsR. Agarwal, W. Selen, G. Roos, R. Green
    PublisherSpringer
    Pages591-615
    ISBN (Electronic)978-1-4471-6590-3
    ISBN (Print)978-1-4471-6589-7
    DOIs
    Publication statusPublished - 2015
    MoE publication typeD2 Article in professional manuals or guides or professional information systems or text book material

    Fingerprint

    Service innovation
    Customer involvement
    Service-dominant logic
    Open innovation
    Innovativeness
    Empirical research
    Network effects
    Contingency
    Co-creation of value
    Development cooperation
    Co-development
    Suppliers
    Service-oriented
    Openness

    Keywords

    • service innovation
    • open innovation
    • customer involvement
    • service-dominant logic
    • practices
    • business-to-business

    Cite this

    Korhonen, H., & Kaarela, I. (2015). Practices for involving organizational customers in service innovation. In R. Agarwal, W. Selen, G. Roos, & R. Green (Eds.), The Handbook of Service Innovation (pp. 591-615). Springer. https://doi.org/10.1007/978-1-4471-6590-3_27
    Korhonen, Heidi ; Kaarela, Ilari. / Practices for involving organizational customers in service innovation. The Handbook of Service Innovation. editor / R. Agarwal ; W. Selen ; G. Roos ; R. Green. Springer, 2015. pp. 591-615
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    Korhonen, H & Kaarela, I 2015, Practices for involving organizational customers in service innovation. in R Agarwal, W Selen, G Roos & R Green (eds), The Handbook of Service Innovation. Springer, pp. 591-615. https://doi.org/10.1007/978-1-4471-6590-3_27

    Practices for involving organizational customers in service innovation. / Korhonen, Heidi; Kaarela, Ilari.

    The Handbook of Service Innovation. ed. / R. Agarwal; W. Selen; G. Roos; R. Green. Springer, 2015. p. 591-615.

    Research output: Chapter in Book/Report/Conference proceedingChapter or book articleProfessional

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    Korhonen H, Kaarela I. Practices for involving organizational customers in service innovation. In Agarwal R, Selen W, Roos G, Green R, editors, The Handbook of Service Innovation. Springer. 2015. p. 591-615 https://doi.org/10.1007/978-1-4471-6590-3_27