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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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 - Kaarela, Ilari

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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