The role of users and customers in digital innovation: Insights from B2B manufacturing firms

Thomas Abrell, Matti Pihlajamaa, Laura Kanto, Jan vom Brocke, Falk Uebernickel

Research output: Contribution to journalArticleScientificpeer-review

29 Citations (Scopus)

Abstract

Diffusion of digital technologies into the manufacturing industry has created new opportunities for innovation that firms must address to remain competitive. We investigate the role of customer and user knowledge in the digital innovation processes of three global B2B manufacturing companies. We find that the B2B manufacturing industry's characteristics influence how users and customers may be leveraged. Customers making the purchasing decisions are considered for knowledge about short-term changes in market needs, while users working directly with the products provide long-term guidance for digital innovation. We identify practices for acquiring, distributing, and using customer and user knowledge for digital innovation. (C) 2016 Elsevier B.V. All rights reserved.
Original languageEnglish
Pages (from-to)324-335
Number of pages12
JournalInformation and Management
Volume53
Issue number3
DOIs
Publication statusPublished - 1 Apr 2016
MoE publication typeA1 Journal article-refereed

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