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The Customer's Role in New Service Development
Karlstad University, Faculty of Economic Sciences, Communication and IT.
2007 (English)Doctoral thesis, comprehensive summary (Other scientific)
Abstract [en]

Given today’s industry dynamics, new service development is becoming increasingly important to the competitiveness, growth, and survival of organizations. Unfortunately, new service development has proven to be a complex and difficult task. Numerous reasons are stated in the literature such as the difficulty of understanding and anticipating latent customer needs and insufficient market research techniques. To facilitate proactive learning about the customer, recent findings stress customer involvement in the development process and observations of customers in real action.

The overall objective of the dissertation is to contribute to an increased knowledge of customer involvement, i.e., the role of customers as contributors and co-creators in new service development. The thesis draws on theory from market and learning orientation in conjunction with a service-centered model, and provides an extensive review of literature on customer involvement in innovation. In five separate studies, this doctor’s thesis addresses the customer’s role in innovation activities in various industries (e.g., Staffing Services, Airline Services, and Mobile Telecommunication services).

In this thesis it is argued that interaction is not only the focal point of services, but also the essence of customer involvement. A special emphasis is put on supporting techniques as these are the means by which customer information and knowledge are created. In addition, results are provided showing that customer involvement in innovation pays off. Companies that engage in collaborative innovation with customers can expect improved customer satisfaction, customer loyalty, and profit margin.

Place, publisher, year, edition, pages
Fakulteten för ekonomi, kommunikation och IT , 2007.
Series
Karlstad University Studies, ISSN 1403-8099 ; 2007:14
Keywords [en]
New Service Development, Service Innovation, New Product Development, Customer Involvement, User Involvement, Market Research, Market Orientation
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-785ISBN: 978-91-7063-117-7 (print)OAI: oai:DiVA.org:kau-785DiVA, id: diva2:6518
Public defence
2007-05-11, Erlandersalen, 11D 227, Universitetsgatan 2, Karlstad, 10:15
Opponent
Supervisors
Available from: 2007-04-21 Created: 2007-04-21
List of papers
1. The Role of Service Guarantees in Service Development
Open this publication in new window or tab >>The Role of Service Guarantees in Service Development
2004 (English)In: Service Industries Journal, ISSN 0264-2069, E-ISSN 1743-9507, Vol. 24, no 4, p. 1-20Article in journal (Refereed) Published
Identifiers
urn:nbn:se:kau:diva-2112 (URN)10.1080/0264206042000275163 (DOI)
Available from: 2007-04-21 Created: 2007-04-21 Last updated: 2017-12-06Bibliographically approved
2. Observing Customer Behavior: A Key to Service Innovation
Open this publication in new window or tab >>Observing Customer Behavior: A Key to Service Innovation
(English)Manuscript (Other academic)
Identifiers
urn:nbn:se:kau:diva-2113 (URN)
Available from: 2007-04-21 Created: 2007-04-21 Last updated: 2010-06-09Bibliographically approved
3. New Service Development: Learning from and with Customers
Open this publication in new window or tab >>New Service Development: Learning from and with Customers
2004 (English)In: International Journal of Service Industry Management, ISSN 0956-4233, E-ISSN 1758-6704, Vol. 15, no 5, p. 479-498Article in journal (Refereed) Published
Identifiers
urn:nbn:se:kau:diva-2114 (URN)10.1108/09564230410564948 (DOI)
Available from: 2007-04-21 Created: 2007-04-21 Last updated: 2017-12-06Bibliographically approved
4. The Role of the Customer in the Development Process
Open this publication in new window or tab >>The Role of the Customer in the Development Process
2006 (English)In: Involving Customers in New Service Development / [ed] Bo Edvardsson, Anders Gustafsson, Per Kristensson, Peter Magnusson & Jonas Matthing, Imperial College Press , 2006, p. 323-Chapter in book (Other academic)
Place, publisher, year, edition, pages
Imperial College Press, 2006
Identifiers
urn:nbn:se:kau:diva-2115 (URN)1-86094-669-0 (ISBN)
Available from: 2007-04-21 Created: 2007-04-21 Last updated: 2010-06-09Bibliographically approved
5. Customer Involvement in the Phases och the Product and Service Development Process: Impact on Financial Performance
Open this publication in new window or tab >>Customer Involvement in the Phases och the Product and Service Development Process: Impact on Financial Performance
(English)Manuscript (Other academic)
Identifiers
urn:nbn:se:kau:diva-2116 (URN)
Available from: 2007-04-21 Created: 2007-04-21 Last updated: 2010-06-09Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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