Investigating the role of customers in service innovation

Ada Scupola, Hanne Westh Nicolajsen, Morten Falch

    Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

    Resumé

     

    In this article, we investigate to what extent research libraries involve users in services innovation and what are these user roles. By drawing on earlier research on innovation, new product development and new service development we look at the theoretical possibilities for drawing on users in service innovation. Results from a case study show that libraries are making some attempts to draw on users in service innovations. We found that the library involves users in three ways:" customer as user", however mainly in an indirect form;" customers as a resource" and "customer as co-creator; the latter is though at an infant stage. The main conclusion is that there are unexplored possibilities for user involvement in service innovations in research libraries. The explanation seems to rest on a conservative view from the library on user's visions and the methods in use for approaching and revealing user input.

    OriginalsprogEngelsk
    TitelProceedings of the First International Conference on Service Science and Innovation (CD ROM)
    Antal sider12
    Vol/bind1
    Publikationsdato2009
    Udgave1
    ISBN (Trykt)978-986-01-9446-3
    ISBN (Elektronisk)978-986-01-9446-3
    StatusUdgivet - 2009
    BegivenhedThe First International Conference on Service Science and Innovation, August 11-12, Taipei, Taiwan - Taipei, Taiwan
    Varighed: 11 aug. 200912 aug. 2009
    Konferencens nummer: 1

    Konference

    KonferenceThe First International Conference on Service Science and Innovation, August 11-12, Taipei, Taiwan
    Nummer1
    LandTaiwan
    ByTaipei
    Periode11/08/200912/08/2009

    Bibliografisk note

    Proceedingen er kun udkommet på cd-rom

    Citer dette

    Scupola, A., Nicolajsen, H. W., & Falch, M. (2009). Investigating the role of customers in service innovation. I Proceedings of the First International Conference on Service Science and Innovation (CD ROM) (1 udg., Bind 1)
    Scupola, Ada ; Nicolajsen, Hanne Westh ; Falch, Morten. / Investigating the role of customers in service innovation. Proceedings of the First International Conference on Service Science and Innovation (CD ROM). Bind 1 1. udg. 2009.
    @inproceedings{349380a080ed11de8a10000ea68e967b,
    title = "Investigating the role of customers in service innovation",
    abstract = "  In this article, we investigate to what extent research libraries involve users in services innovation and what are these user roles. By drawing on earlier research on innovation, new product development and new service development we look at the theoretical possibilities for drawing on users in service innovation. Results from a case study show that libraries are making some attempts to draw on users in service innovations. We found that the library involves users in three ways:{"} customer as user{"}, however mainly in an indirect form;{"} customers as a resource{"} and {"}customer as co-creator; the latter is though at an infant stage. The main conclusion is that there are unexplored possibilities for user involvement in service innovations in research libraries. The explanation seems to rest on a conservative view from the library on user's visions and the methods in use for approaching and revealing user input.",
    keywords = "New Service Development, Innovation, Customer involvement, E-services, Libraries",
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    Scupola, A, Nicolajsen, HW & Falch, M 2009, Investigating the role of customers in service innovation. i Proceedings of the First International Conference on Service Science and Innovation (CD ROM). 1 udg, bind 1, The First International Conference on Service Science and Innovation, August 11-12, Taipei, Taiwan, Taipei, Taiwan, 11/08/2009.

    Investigating the role of customers in service innovation. / Scupola, Ada; Nicolajsen, Hanne Westh; Falch, Morten.

    Proceedings of the First International Conference on Service Science and Innovation (CD ROM). Bind 1 1. udg. 2009.

    Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

    TY - GEN

    T1 - Investigating the role of customers in service innovation

    AU - Scupola, Ada

    AU - Nicolajsen, Hanne Westh

    AU - Falch, Morten

    N1 - Proceedingen er kun udkommet på cd-rom

    PY - 2009

    Y1 - 2009

    N2 -   In this article, we investigate to what extent research libraries involve users in services innovation and what are these user roles. By drawing on earlier research on innovation, new product development and new service development we look at the theoretical possibilities for drawing on users in service innovation. Results from a case study show that libraries are making some attempts to draw on users in service innovations. We found that the library involves users in three ways:" customer as user", however mainly in an indirect form;" customers as a resource" and "customer as co-creator; the latter is though at an infant stage. The main conclusion is that there are unexplored possibilities for user involvement in service innovations in research libraries. The explanation seems to rest on a conservative view from the library on user's visions and the methods in use for approaching and revealing user input.

    AB -   In this article, we investigate to what extent research libraries involve users in services innovation and what are these user roles. By drawing on earlier research on innovation, new product development and new service development we look at the theoretical possibilities for drawing on users in service innovation. Results from a case study show that libraries are making some attempts to draw on users in service innovations. We found that the library involves users in three ways:" customer as user", however mainly in an indirect form;" customers as a resource" and "customer as co-creator; the latter is though at an infant stage. The main conclusion is that there are unexplored possibilities for user involvement in service innovations in research libraries. The explanation seems to rest on a conservative view from the library on user's visions and the methods in use for approaching and revealing user input.

    KW - New Service Development

    KW - Innovation

    KW - Customer involvement

    KW - E-services

    KW - Libraries

    M3 - Article in proceedings

    SN - 978-986-01-9446-3

    VL - 1

    BT - Proceedings of the First International Conference on Service Science and Innovation (CD ROM)

    ER -

    Scupola A, Nicolajsen HW, Falch M. Investigating the role of customers in service innovation. I Proceedings of the First International Conference on Service Science and Innovation (CD ROM). 1 udg. Bind 1. 2009