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

doi:10.1016/j.im.2015.12.005

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

^*Corresponding author for this work

Not published at VTT

University of St. Gallen
Aalto University
University of Liechtenstein

Research output: Contribution to journal › Article › Scientific › peer-review

193 Citations (Scopus)

810 Downloads (Pure)

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 language	English
Pages (from-to)	324-335
Journal	Information & Management
Volume	53
Issue number	3
DOIs	https://doi.org/10.1016/j.im.2015.12.005
Publication status	Published - 1 Apr 2016
MoE publication type	A1 Journal article-refereed

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 9 Industry, Innovation, and Infrastructure

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10.1016/j.im.2015.12.005

accepted_manuscriptAccepted author manuscript, 315 KBLicence: CC BY-NC-ND

Cite this

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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.",

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AU - Uebernickel, Falk

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AB - 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.

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DO - 10.1016/j.im.2015.12.005

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ER -

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

Abstract

UN SDGs

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