Involving customers in new service development

Hull, Frank, Storey, Chris and Edvardsson, Bo (2006) Involving customers in new service development. In: Edvardsson, Bo, Gustafsson, Gus and Kristensson, Per (eds.) Customer and Supplier Involvement in New Service Development. Imperial College Press, London, pp. 281-312. ISBN 9781860946691

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This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services.

Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars.

Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.

Item Type: Book Section
Schools and Departments: School of Business, Management and Economics > Business and Management
Subjects: H Social Sciences
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Depositing User: Yvonne Barnes
Date Deposited: 27 Oct 2015 12:28
Last Modified: 27 Oct 2015 12:28
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