Involving customers in new service development
著者
書誌事項
Involving customers in new service development
（Series on technology management, v. 11）
Imperial College Press, c2006
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注記
Another editors: Anders Gustafsson, Per Kristensson, Peter Magnusson, Jonas Matthing
Includes bibliographical references and index
内容説明・目次
内容説明
This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services.Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars.Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.
目次
- Process of Customer Interaction in New Service Development (I Alam)
- The Role of the Customer in the Development Process (B Sanden et al.)
- Customers as Co-Innovators: An Initial Exploration of Its Strategic Importance (U Mannervik & R Ramirez)
- Customer-to-Customer Interaction in Service Development: A Many-to-Many Approach (E Gummesson)
- New Service Development: Learning from and with Customers (B Sanden et al.)
- Managing Ideas that are Unthinkable in Advance: A Matter of How and Where You Ask (P Kristensson)
- Learning from Experiments Involving Users in Service Innovation (P R Magnusson)
- Customer Involvement -- Lessons Learned: A Study of Three Customer Involvement Projects at Volvo Cars (F Dahlsten)
- Service Encounter Analysis Based on Customer Retrospection (P Echeverri)
- How to Better Learn from Users (H Bjorkman)
- Video-Based Methodology: Capturing Real-Time Perceptions of Customer Processes (P Echeverri)
- Customer-Oriented Service Engineering as a Success Factor -- Findings of Case Studies of Customer Integration in the Service Development Process (R Nagele)
- Service Innovation, User Involvement and Intellectual Property Management (C Hipp & C Herstatt)
- Customer and Supplier Involvement in New Service Development (F Hull et al.).
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