Investigating The Role Of Customers In Service Innovation

Ada Scupola, Hanne Westh Nicolajsen, Morten Falch

Publikation: Bidrag til bog/antologi/rapport/konference proceedingKonferenceartikel i proceedingForskningpeer 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 Services Science and Innovation
Antal sider12
Publikationsdato2009
Sider185-196
StatusUdgivet - 2009
BegivenhedThe First International Conference on Service Science and Innovation - Taipei, Taiwan
Varighed: 11 aug. 200912 aug. 2009
Konferencens nummer: 1

Konference

KonferenceThe First International Conference on Service Science and Innovation
Nummer1
LandTaiwan
ByTaipei
Periode11/08/200912/08/2009

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Bibliografisk note

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 Services Science and Innovation (s. 185-196)
Scupola, Ada ; Nicolajsen, Hanne Westh ; Falch, Morten. / Investigating The Role Of Customers In Service Innovation. Proceedings of the First International Conference on Services Science and Innovation. 2009. s. 185-196
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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 Services Science and Innovation. s. 185-196, The First International Conference on Service Science and Innovation, 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 Services Science and Innovation. 2009. s. 185-196.

Publikation: Bidrag til bog/antologi/rapport/konference proceedingKonferenceartikel i proceedingForskningpeer review

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AU - Nicolajsen, Hanne Westh

AU - Falch, Morten

N1 - Cd-Rom

PY - 2009

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

KW - New Service Development

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Scupola A, Nicolajsen HW, Falch M. Investigating The Role Of Customers In Service Innovation. I Proceedings of the First International Conference on Services Science and Innovation. 2009. s. 185-196