Understanding business customers' resistance to adopt industrial service innovations

Heidi Korhonen, Ilari Kaarela

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientific

    Abstract

    This paper aims to understand customer companies' resistance to adopt industrial service innovations provided by their supplier companies. Industrial services have become an important form of differentiation which increases their importance as innovations. The study describes important factors leading to organizational customers' resistance within the context of industrial service innovation. It seems that innovation providers often misjudge the utility and expenses related to a service innovation. This may be the result of a pro-innovation bias.The results emphasize the affective dimension of organizational service decisions and the risk aversive and conservative nature of companies' behaviour. The effect of organizational decision making is clarified. We find that organizational resistance is ambivalent and that it reveals important drawbacks of an innovation that need to be addressed. Implications for both supplier companies and customer companies as well as innovation research are discussed.
    Original languageEnglish
    Title of host publicationProceedings of the 3rd ISPIM Innovation Symposium 2010
    PublisherInternational Society for Professional Innovation Management ISPIM
    ISBN (Print)978-952-265-004-7
    Publication statusPublished - 2010
    MoE publication typeB3 Non-refereed article in conference proceedings
    Event3rd ISPIM Innovation Symposium: Managing the Art of Innovation: Turning Concepts into Reality - Quebec City, Canada
    Duration: 12 Dec 201015 Dec 2010

    Conference

    Conference3rd ISPIM Innovation Symposium
    CountryCanada
    CityQuebec City
    Period12/12/1015/12/10

    Fingerprint

    Service innovation
    Innovation
    Industrial services
    Suppliers
    Organizational decision making
    Expenses
    Factors

    Cite this

    Korhonen, H., & Kaarela, I. (2010). Understanding business customers' resistance to adopt industrial service innovations. In Proceedings of the 3rd ISPIM Innovation Symposium 2010 International Society for Professional Innovation Management ISPIM.
    Korhonen, Heidi ; Kaarela, Ilari. / Understanding business customers' resistance to adopt industrial service innovations. Proceedings of the 3rd ISPIM Innovation Symposium 2010. International Society for Professional Innovation Management ISPIM, 2010.
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    title = "Understanding business customers' resistance to adopt industrial service innovations",
    abstract = "This paper aims to understand customer companies' resistance to adopt industrial service innovations provided by their supplier companies. Industrial services have become an important form of differentiation which increases their importance as innovations. The study describes important factors leading to organizational customers' resistance within the context of industrial service innovation. It seems that innovation providers often misjudge the utility and expenses related to a service innovation. This may be the result of a pro-innovation bias.The results emphasize the affective dimension of organizational service decisions and the risk aversive and conservative nature of companies' behaviour. The effect of organizational decision making is clarified. We find that organizational resistance is ambivalent and that it reveals important drawbacks of an innovation that need to be addressed. Implications for both supplier companies and customer companies as well as innovation research are discussed.",
    author = "Heidi Korhonen and Ilari Kaarela",
    note = "Project code: 30867",
    year = "2010",
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    Korhonen, H & Kaarela, I 2010, Understanding business customers' resistance to adopt industrial service innovations. in Proceedings of the 3rd ISPIM Innovation Symposium 2010. International Society for Professional Innovation Management ISPIM, 3rd ISPIM Innovation Symposium, Quebec City, Canada, 12/12/10.

    Understanding business customers' resistance to adopt industrial service innovations. / Korhonen, Heidi; Kaarela, Ilari.

    Proceedings of the 3rd ISPIM Innovation Symposium 2010. International Society for Professional Innovation Management ISPIM, 2010.

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientific

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    AU - Korhonen, Heidi

    AU - Kaarela, Ilari

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    N2 - This paper aims to understand customer companies' resistance to adopt industrial service innovations provided by their supplier companies. Industrial services have become an important form of differentiation which increases their importance as innovations. The study describes important factors leading to organizational customers' resistance within the context of industrial service innovation. It seems that innovation providers often misjudge the utility and expenses related to a service innovation. This may be the result of a pro-innovation bias.The results emphasize the affective dimension of organizational service decisions and the risk aversive and conservative nature of companies' behaviour. The effect of organizational decision making is clarified. We find that organizational resistance is ambivalent and that it reveals important drawbacks of an innovation that need to be addressed. Implications for both supplier companies and customer companies as well as innovation research are discussed.

    AB - This paper aims to understand customer companies' resistance to adopt industrial service innovations provided by their supplier companies. Industrial services have become an important form of differentiation which increases their importance as innovations. The study describes important factors leading to organizational customers' resistance within the context of industrial service innovation. It seems that innovation providers often misjudge the utility and expenses related to a service innovation. This may be the result of a pro-innovation bias.The results emphasize the affective dimension of organizational service decisions and the risk aversive and conservative nature of companies' behaviour. The effect of organizational decision making is clarified. We find that organizational resistance is ambivalent and that it reveals important drawbacks of an innovation that need to be addressed. Implications for both supplier companies and customer companies as well as innovation research are discussed.

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    BT - Proceedings of the 3rd ISPIM Innovation Symposium 2010

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    Korhonen H, Kaarela I. Understanding business customers' resistance to adopt industrial service innovations. In Proceedings of the 3rd ISPIM Innovation Symposium 2010. International Society for Professional Innovation Management ISPIM. 2010