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Managing User Involvement in Service Innovation: Experiments with Innovating End-Users
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 Psychology.ORCID iD: 0000-0002-7006-9906
2003 (English)In: Journal of Service Research, 2003, 6 (2), pp. 111-124, Vol. 2003, 6(2), p. 111-124Article in journal (Refereed)
Abstract [en]

Artikel nominerad till Bästa artikel 2003 i Journal of Service Research.



User involvement is frequently practiced in order to enhance companies innovation processes. However, previous research findings are contradictory regarding its benefit. This article experimentally assesses the contributions made by users in comparison with professional service-developers. It also examines how the implementation of user involvement affects the outcome.

During periods of twelve days, three different groups were assigned the task of generating ideas for end-user telecom services. One group consisted of professional designers, while the other two consisted of ordinary users. The users in one of the groups coped with idea creation by themselves, while the other group consulted a service design expert at two controlled meetings who provided feedback regarding technical feasibility, and whether or not the proposed idea already existed.

The findings show that involving the users makes the quality of the generated ideas more original, holding a higher perceived user-value. However, the users ideas are less producible on average. The outcome was also affected by how user involvement was implemented (intensity and mode). Scholarly as well as managerial implications conclude the article.

Place, publisher, year, edition, pages
2003. Vol. 2003, 6(2), p. 111-124
Keywords [en]
telecommunication, service innovation, user involvement, consumer services, experiment
National Category
Business Administration Psychology
Research subject
Business Administration; Psychology
Identifiers
URN: urn:nbn:se:kau:diva-21275OAI: oai:DiVA.org:kau-21275DiVA, id: diva2:594948
Projects
CuDIT- Customer Driven ITAvailable from: 2013-01-21 Created: 2013-01-21 Last updated: 2017-12-06

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Magnusson, PeterKristensson, Per

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CiteExportLink to record
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Citation style
  • apa
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