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What impacts do different forms of customer involvement have on the development of services? the identification of team-and customer-related factors
Southern Cross University.ORCID iD: 0000-0002-2887-2463
Southern Cross University .
Southern Cross University.
2012 (English)In: ANZMAC, Adelaide: Ehrenberg-Bass Institute for Marketing Science , 2012Conference paper, Published paper (Refereed)
Abstract [en]

In service design and innovation research activecustomerinvolvement has been suggested asa critical factor for developing successfulservices. Hence, the approach to service design and innovation has been argued to be necessarily open, cross-disciplinary and collaborativerather than closed R&D processes.Drawing upon extensive team research literature,however,it seems that the effective development of a service isaffected by a number of factors and cannot be reduced to the composition of teamsonly. Additional impacting factors have been found to be taskdesign and interdependence, internal team processesincluding bonding, conflicts and communication,and numerous external players such as length of a project, team leadership, management support and context-related factors. Further, by emphasizing on the examination of different forms of customerinvolvement, it appears that not only the form of customer involvement but also specific customer characteristics matter. We conclude with recommendations for future research that sets out to study different forms of customer involvement in a controlled environment.

Place, publisher, year, edition, pages
Adelaide: Ehrenberg-Bass Institute for Marketing Science , 2012.
Keywords [en]
service design, service innovation, customer involvement, team research
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-63548ISBN: 9780646563305 (electronic)OAI: oai:DiVA.org:kau-63548DiVA, id: diva2:1141588
Conference
2012 ANZMAC Conference, Adelaide, SA, 3-5 December, Ehrenberg-Bass Institute for Marketing Science, Edith Cowan University, Perth, WA
Available from: 2017-09-15 Created: 2017-09-15 Last updated: 2018-06-27Bibliographically approved

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Citation style
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  • nn-NB
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  • Other locale
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Output format
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