Customers as Partners in Radical Service Innovation

Ada Scupola, Hanne Westh Nicolajsen

    Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskning

    Resumé

      Purpose- The main purpose of this paper is to investigate customer involvement and related challenges in radical service innovations in engineering consulting services Design/methodology/approach - The paper uses a case study approach and so called rich descriptions to investigate customer involvement, roles and related challenges and conditions in radical service innovations.Findings- One main finding is that customers can engage in radical service innovations in engineering consultancy services and may play a decisive role. In doing this they most likely take on all the three user involvement roles defined in the literature of New Service and New Product Development. Also a number of conditions are found to be necessary in order for this collaboration to succeed. The conclusion is that another understanding and handling of the customer/supplier relation is needed along with a need for ongoing collaboration where creativity and trial and error are crucial. These needs require new ways of communicating and interacting between customer and consultants. Originality/value- This article is original because it generates new insights into conditions and challenges in radical innovations in engineering consulting services on the base of an in depth case study of an engineering consultancy. Research paper
    OriginalsprogEngelsk
    TitelProceedings of the The 2009 Naples Forum on Service
    Antal sider14
    ForlagThe European Institute for Advanced Studies in Management
    Publikationsdato2009
    ISBN (Trykt)978-88-7431-452-2
    StatusUdgivet - 2009
    BegivenhedThe 2009 Naples Forum on Service - Capri, Naples, Italien
    Varighed: 16 jun. 200919 jun. 2009
    Konferencens nummer: 1

    Konference

    KonferenceThe 2009 Naples Forum on Service
    Nummer1
    LandItalien
    ByCapri, Naples
    Periode16/06/200919/06/2009

    Bibliografisk note

    Proceedingen er kun udgivet på cd-rom

    Emneord

      Citer dette

      Scupola, A., & Nicolajsen, H. W. (2009). Customers as Partners in Radical Service Innovation. I Proceedings of the The 2009 Naples Forum on Service The European Institute for Advanced Studies in Management.
      Scupola, Ada ; Nicolajsen, Hanne Westh. / Customers as Partners in Radical Service Innovation. Proceedings of the The 2009 Naples Forum on Service. The European Institute for Advanced Studies in Management, 2009.
      @inproceedings{241111c080e811de8a10000ea68e967b,
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      abstract = "  Purpose- The main purpose of this paper is to investigate customer involvement and related challenges in radical service innovations in engineering consulting services Design/methodology/approach - The paper uses a case study approach and so called rich descriptions to investigate customer involvement, roles and related challenges and conditions in radical service innovations.Findings- One main finding is that customers can engage in radical service innovations in engineering consultancy services and may play a decisive role. In doing this they most likely take on all the three user involvement roles defined in the literature of New Service and New Product Development. Also a number of conditions are found to be necessary in order for this collaboration to succeed. The conclusion is that another understanding and handling of the customer/supplier relation is needed along with a need for ongoing collaboration where creativity and trial and error are crucial. These needs require new ways of communicating and interacting between customer and consultants. Originality/value- This article is original because it generates new insights into conditions and challenges in radical innovations in engineering consulting services on the base of an in depth case study of an engineering consultancy. Research paper",
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      Scupola, A & Nicolajsen, HW 2009, Customers as Partners in Radical Service Innovation. i Proceedings of the The 2009 Naples Forum on Service. The European Institute for Advanced Studies in Management, The 2009 Naples Forum on Service, Capri, Naples, Italien, 16/06/2009.

      Customers as Partners in Radical Service Innovation. / Scupola, Ada; Nicolajsen, Hanne Westh.

      Proceedings of the The 2009 Naples Forum on Service. The European Institute for Advanced Studies in Management, 2009.

      Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskning

      TY - GEN

      T1 - Customers as Partners in Radical Service Innovation

      AU - Scupola, Ada

      AU - Nicolajsen, Hanne Westh

      N1 - Proceedingen er kun udgivet på cd-rom

      PY - 2009

      Y1 - 2009

      N2 -   Purpose- The main purpose of this paper is to investigate customer involvement and related challenges in radical service innovations in engineering consulting services Design/methodology/approach - The paper uses a case study approach and so called rich descriptions to investigate customer involvement, roles and related challenges and conditions in radical service innovations.Findings- One main finding is that customers can engage in radical service innovations in engineering consultancy services and may play a decisive role. In doing this they most likely take on all the three user involvement roles defined in the literature of New Service and New Product Development. Also a number of conditions are found to be necessary in order for this collaboration to succeed. The conclusion is that another understanding and handling of the customer/supplier relation is needed along with a need for ongoing collaboration where creativity and trial and error are crucial. These needs require new ways of communicating and interacting between customer and consultants. Originality/value- This article is original because it generates new insights into conditions and challenges in radical innovations in engineering consulting services on the base of an in depth case study of an engineering consultancy. Research paper

      AB -   Purpose- The main purpose of this paper is to investigate customer involvement and related challenges in radical service innovations in engineering consulting services Design/methodology/approach - The paper uses a case study approach and so called rich descriptions to investigate customer involvement, roles and related challenges and conditions in radical service innovations.Findings- One main finding is that customers can engage in radical service innovations in engineering consultancy services and may play a decisive role. In doing this they most likely take on all the three user involvement roles defined in the literature of New Service and New Product Development. Also a number of conditions are found to be necessary in order for this collaboration to succeed. The conclusion is that another understanding and handling of the customer/supplier relation is needed along with a need for ongoing collaboration where creativity and trial and error are crucial. These needs require new ways of communicating and interacting between customer and consultants. Originality/value- This article is original because it generates new insights into conditions and challenges in radical innovations in engineering consulting services on the base of an in depth case study of an engineering consultancy. Research paper

      KW - engineering consulting

      KW - radical innovation

      KW - customer involvement

      KW - case study

      M3 - Article in proceedings

      SN - 978-88-7431-452-2

      BT - Proceedings of the The 2009 Naples Forum on Service

      PB - The European Institute for Advanced Studies in Management

      ER -

      Scupola A, Nicolajsen HW. Customers as Partners in Radical Service Innovation. I Proceedings of the The 2009 Naples Forum on Service. The European Institute for Advanced Studies in Management. 2009