Investigating the role of customers in service innovation

Ada Scupola, Hanne Westh Nicolajsen, Morten Falch

    Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

    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.

    Original languageEnglish
    Title of host publicationProceedings of the First International Conference on Service Science and Innovation (CD ROM)
    Number of pages12
    Volume1
    Publication date2009
    Edition1
    ISBN (Print)978-986-01-9446-3
    ISBN (Electronic)978-986-01-9446-3
    Publication statusPublished - 2009
    EventThe First International Conference on Service Science and Innovation, August 11-12, Taipei, Taiwan - Taipei, Taiwan, Province of China
    Duration: 11 Aug 200912 Aug 2009
    Conference number: 1

    Conference

    ConferenceThe First International Conference on Service Science and Innovation, August 11-12, Taipei, Taiwan
    Number1
    Country/TerritoryTaiwan, Province of China
    CityTaipei
    Period11/08/200912/08/2009

    Keywords

    • New Service Development
    • Innovation
    • Customer involvement
    • E-services
    • Libraries

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