Involving Customers in New Service Development

Series on Technology Management, Vol. 11, 2006

Posted: 23 Apr 2010

See all articles by Per Kristensson

Per Kristensson

affiliation not provided to SSRN

Peter R. Magnusson

Independent

Jonas Matthing

Independent

Date Written: October 13, 2006

Abstract

This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services.

Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars.

Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.

Keywords: Customer Involvement, User Involvement, Service Development, Product Development, Innovation, Understanding Customers

Suggested Citation

Kristensson, Per and Magnusson, Peter R. and Matthing, Jonas, Involving Customers in New Service Development (October 13, 2006). Series on Technology Management, Vol. 11, 2006. Available at SSRN: https://ssrn.com/abstract=1479488

Per Kristensson

affiliation not provided to SSRN ( email )

Peter R. Magnusson (Contact Author)

Independent

No Address Available

Jonas Matthing

Independent

No Address Available

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