Investigating The Role Of Customers In Service Innovation

Ada Scupola; Hanne Westh Nicolajsen; Morten Falch

Investigating The Role Of Customers In Service Innovation

Ada Scupola, Hanne Westh Nicolajsen, Morten Falch

Publikation: Bidrag til bog/antologi/rapport/konference proceeding › Konferenceartikel i proceeding › Forskning › peer 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.

Originalsprog	Engelsk
Titel	Proceedings of the First International Conference on Services Science and Innovation
Antal sider	12
Publikationsdato	2009
Sider	185-196
Status	Udgivet - 2009
Begivenhed	The First International Conference on Service Science and Innovation - Taipei, Taiwan Varighed: 11 aug. 2009 → 12 aug. 2009 Konferencens nummer: 1

Konference

Konference	The First International Conference on Service Science and Innovation
Nummer	1
Land/Område	Taiwan
By	Taipei
Periode	11/08/2009 → 12/08/2009

Bibliografisk note

Cd-Rom

AUB Link

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Henten, A. H., Sørensen, L. T. & Nicolajsen, H. W.
KINO
01/01/2008 → 31/12/2011
Projekter: Projekt › Forskning

Citationsformater

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TY - GEN

T1 - Investigating The Role Of Customers In Service Innovation

AU - Scupola, Ada

AU - Nicolajsen, Hanne Westh

AU - Falch, Morten

N1 - Conference code: 1

PY - 2009

Y1 - 2009

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

KW - Libraries

KW - E-services

KW - Customer involvement

KW - Innovation

M3 - Article in proceeding

SP - 185

EP - 196

BT - Proceedings of the First International Conference on Services Science and Innovation

T2 - The First International Conference on Service Science and Innovation

Y2 - 11 August 2009 through 12 August 2009

ER -

Investigating The Role Of Customers In Service Innovation

Abstract

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Bibliografisk note

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Citationsformater