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Involving customers in new service development

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posted on 2023-06-08, 22:46 authored by Frank Hull, Chris StoreyChris Storey, Bo Edvardsson
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.

History

Publication status

  • Published

Publisher

Imperial College Press

Volume

11

Page range

281-312

Pages

332.0

Book title

Customer and Supplier Involvement in New Service Development

Place of publication

London

ISBN

9781860946691

Department affiliated with

  • Business and Management Publications

Full text available

  • No

Peer reviewed?

  • Yes

Editors

Gus Gustafsson, Per Kristensson, Bo Edvardsson

Legacy Posted Date

2015-10-27

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