Customer Integration in Service Innovation: An Exploratory Study

Prominent industry projects, as well as an extensive literature suggest the importance of customer integration for companies' innovation success. This appears to be especially true for service firms, which inherently build on customer interaction. Despite this appreciation of the approach, ther...

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Autores principales:	Straub,Tim, Kohler,Marc, Hottum,Peter, Arrass,Volker, Welter,Dennis
Lenguaje:	English
Publicado:	Universidad Alberto Hurtado. Facultad de Economía y Negocios 2013
Materias:	customer integration customer roles open innovation service innovation service management
Acceso en línea:	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242013000400003
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spelling	oai:scielo:S0718-272420130004000032014-01-29Customer Integration in Service Innovation: An Exploratory StudyStraub,TimKohler,MarcHottum,PeterArrass,VolkerWelter,Dennis customer integration customer roles open innovation service innovation service management Prominent industry projects, as well as an extensive literature suggest the importance of customer integration for companies' innovation success. This appears to be especially true for service firms, which inherently build on customer interaction. Despite this appreciation of the approach, there are comparably few empirical analyses of the positive and negative effects of customer integration. In this exploratory study, we build on established customer role concepts to study the status quo of customer integration in industry, as well as reservations against the roles and negative experiences from customer integration projects. The study reveals a gap between reservations and actual negative experiences in losing know-how, as well as a positive effect of experience in customer integration on perceived benefits for the companyinfo:eu-repo/semantics/openAccessUniversidad Alberto Hurtado. Facultad de Economía y NegociosJournal of technology management & innovation v.8 n.3 20132013-11-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242013000400003en10.4067/S0718-27242013000400003
institution	Scielo Chile
collection	Scielo Chile
language	English
topic	customer integration customer roles open innovation service innovation service management
spellingShingle	customer integration customer roles open innovation service innovation service management Straub,Tim Kohler,Marc Hottum,Peter Arrass,Volker Welter,Dennis Customer Integration in Service Innovation: An Exploratory Study
description	Prominent industry projects, as well as an extensive literature suggest the importance of customer integration for companies' innovation success. This appears to be especially true for service firms, which inherently build on customer interaction. Despite this appreciation of the approach, there are comparably few empirical analyses of the positive and negative effects of customer integration. In this exploratory study, we build on established customer role concepts to study the status quo of customer integration in industry, as well as reservations against the roles and negative experiences from customer integration projects. The study reveals a gap between reservations and actual negative experiences in losing know-how, as well as a positive effect of experience in customer integration on perceived benefits for the company
author	Straub,Tim Kohler,Marc Hottum,Peter Arrass,Volker Welter,Dennis
author_facet	Straub,Tim Kohler,Marc Hottum,Peter Arrass,Volker Welter,Dennis
author_sort	Straub,Tim
title	Customer Integration in Service Innovation: An Exploratory Study
title_short	Customer Integration in Service Innovation: An Exploratory Study
title_full	Customer Integration in Service Innovation: An Exploratory Study
title_fullStr	Customer Integration in Service Innovation: An Exploratory Study
title_full_unstemmed	Customer Integration in Service Innovation: An Exploratory Study
title_sort	customer integration in service innovation: an exploratory study
publisher	Universidad Alberto Hurtado. Facultad de Economía y Negocios
publishDate	2013
url	http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-27242013000400003
work_keys_str_mv	AT straubtim customerintegrationinserviceinnovationanexploratorystudy AT kohlermarc customerintegrationinserviceinnovationanexploratorystudy AT hottumpeter customerintegrationinserviceinnovationanexploratorystudy AT arrassvolker customerintegrationinserviceinnovationanexploratorystudy AT welterdennis customerintegrationinserviceinnovationanexploratorystudy
_version_	1714203244045008896

Customer Integration in Service Innovation: An Exploratory Study

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