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The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers
Linköping University, Sweden.
Management School University of Liverpool, United Kingdom.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013). Linköping University, Sweden.ORCID iD: 0000-0002-6589-8662
2019 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 98, p. 328-338Article in journal (Refereed) Published
Abstract [en]

Service innovation is a key driver of service infusion for manufacturers. Although service innovation is widely researched for service firms, it is less explored for service infusion in manufacturers. Existing research about service infusion considers developing customer knowledge in sales and service delivery, but there is scarce research about how manufacturers develop customer knowledge during new service development (NSD). This study investigates customer knowledge development within manufacturers and considers how it differs between the development of incremental and radical service innovations. A study was undertaken with 239 European manufacturers which revealed multiple drivers of customer knowledge development, service innovation performance, and firm performance. Developing incremental service innovations are more successful when customers participate in NSD teams while developing radical service innovations leads manufacturers to higher firm performance. 

Place, publisher, year, edition, pages
Elsevier, 2019. Vol. 98, p. 328-338
Keywords [en]
Customer knowledge development, Incremental innovation, New service development, Radical innovation, Service infusion, Service innovation, Servitization
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-71509DOI: 10.1016/j.jbusres.2019.02.019ISI: 000464482600026Scopus ID: 2-s2.0-85061573208OAI: oai:DiVA.org:kau-71509DiVA, id: diva2:1296242
Available from: 2019-03-14 Created: 2019-03-14 Last updated: 2019-05-09Bibliographically approved

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Witell, Lars

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