Customers as Partners in Radical Service Innovation

Ada Scupola, Hanne Westh Nicolajsen

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch


      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
    Original languageEnglish
    Title of host publicationProceedings of the The 2009 Naples Forum on Service
    Number of pages14
    PublisherThe European Institute for Advanced Studies in Management
    Publication date2009
    ISBN (Print)978-88-7431-452-2
    Publication statusPublished - 2009
    EventThe 2009 Naples Forum on Service - Capri, Naples, Italy
    Duration: 16 Jun 200919 Jun 2009
    Conference number: 1


    ConferenceThe 2009 Naples Forum on Service
    CityCapri, Naples


    • engineering consulting
    • radical innovation
    • customer involvement
    • case study

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