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Customer integration within service development: A review of methods and an analysis of insitu and exsitu contributions
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0003-2705-0836
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0002-7006-9906
Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.ORCID iD: 0000-0002-7653-5226
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
2012 (English)In: Technovation, ISSN 0166-4972, E-ISSN 1879-2383, Vol. 32, no 7-8, p. 419-429Article in journal (Refereed) Published
Abstract [en]

This article aims to contribute to a better understanding of how to integrate customerswithinservicedevelopment by assessing different methods of obtaining use information. The article reviews and classifies methods for customerintegration and it also presents a new framework that suggests four modes of customerintegration in which data is classified either as insitu (data captured in a customer's use situation) or exsitu (data captured outside the use situation) and as either incontext or excontext. Context is defined as a resource constellation that is available for customers to enable value co-creation. Accordingly, incontext refers to methods in which the customer is in the actual use context and has access to various resources, while excontext refers to a situation in which the customer is outside the use context and, therefore, has no direct access to the resources.

Place, publisher, year, edition, pages
2012. Vol. 32, no 7-8, p. 419-429
Keywords [en]
Customer integration, Service development, Customer involvement, Customer information, insitu–exsitu
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-15356DOI: 10.1016/j.technovation.2011.04.006ISI: 000306639200002OAI: oai:DiVA.org:kau-15356DiVA, id: diva2:563262
Available from: 2012-10-29 Created: 2012-10-29 Last updated: 2017-12-07Bibliographically approved

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Publisher's full texthttp://www.sciencedirect.com/science/article/pii/S0166497211000605

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Edvardsson, BoKristensson, PerMagnusson, Peter RSundström, Erik

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