Linking Customer Knowledge with Successful Service Innovation

Journal of Applied Business Research, Vol. 9, No. 2, pp. 129-139, Spring 1993

Posted: 27 Feb 2012

See all articles by Geoffrey Gordon

Geoffrey Gordon

affiliation not provided to SSRN

Peter Kaminski

affiliation not provided to SSRN

Roger Calantone

Michigan State University

Anthony Di Benedetto

Temple University

Date Written: 1993

Abstract

In order to satisfy customer needs and wants, the business-to-business service provider must develop and market services that provide value to the customer's organization. Because of the importance and the difficulty of evaluating value from the customer's perspective, a critical need exists for firms to obtain and possess knowledge about what activities create customer value for individual customers. The objective of this study is to explore the activities and knowledge needed to develop and market services that create customer value. Results of a study undertaken on the development and marketing of services and products in the telecommunications industry are provided. The report concludes with a discussion of managerial and research implications.

Suggested Citation

Gordon, Geoffrey and Kaminski, Peter and Calantone, Roger and Di Benedetto, Anthony, Linking Customer Knowledge with Successful Service Innovation (1993). Journal of Applied Business Research, Vol. 9, No. 2, pp. 129-139, Spring 1993. Available at SSRN: https://ssrn.com/abstract=2011948

Geoffrey Gordon

affiliation not provided to SSRN ( email )

Peter Kaminski

affiliation not provided to SSRN ( email )

Roger Calantone

Michigan State University ( email )

Agriculture Hall
East Lansing, MI 48824-1122
United States

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