Involving Customers in New Service Development

Edited by Bo Edvardsson, Anders Gustafsson, Per Kristensson, Peter Magnusson and Jonas Matthing

in World Scientific Books from World Scientific Publishing Co. Pte. Ltd.

Abstract: 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.

Keywords: Customer Involvement; User Involvement; Service Development; Product Development; Innovation; Understanding Customers (search for similar items in EconPapers)
Date: 2006
ISBN: 9781860946691
References: Add references at CitEc
Citations: View citations in EconPapers (1)

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https://www.worldscientific.com/worldscibooks/10.1142/p458 (text/html)
Ebook Access is available upon purchase

Chapters in this book:

Ch 1 Introduction , pp 1-13

The Editors

Ch 2 Process of Customer Interaction in New Service Development , pp 15-31

Ian Alam

Ch 3 The Role of the Customer in the Development Process , pp 33-56

Bodil Sandén, Anders Gustafsson and Lars Witell

Ch 4 Customers as Co-Innovators: An Initial Exploration of Its Strategic Importance , pp 57-75

Ulf Mannervik and Rafael Ramirez

Ch 5 Customer-to-Customer Interaction in Service Development: A Many-to-Many Approach , pp 77-97

Evert Gummesson

Ch 6 New Service Development: Learning from and with Customers , pp 99-126

Bodil Sandén, Jonas Matthing and Bo Edvardsson

Ch 7 Managing Ideas That Are Unthinkable in Advance: A Matter of How and Where You Ask , pp 127-141

Per Kristensson

Ch 8 Learning from Experiments Involving Users in Service Innovation , pp 143-158

Peter R. Magnusson

Ch 9 Customer Involvement — Lessons Learned: A Study of Three Customer Involvement Projects at Volvo Cars , pp 159-185

Fredrik Dahlsten

Ch 10 Service Encounter Analysis Based on Customer Retrospection , pp 187-208

Per Echeverri

Ch 11 How to Better Learn from Users , pp 209-231

Hans Björkman

Ch 12 Video-Based Methodology: Capturing Real-Time Perceptions of Customer Processes , pp 233-247

Per Echeverri

Ch 13 Customer-Oriented Service Engineering As a Success Factor — Findings of Case Studies of Customer Integration in the Service Development Process , pp 249-268

Rainer Nägele

Ch 14 Service Innovation, User Involvement, and Intellectual Property Management , pp 269-280

Christiane Hipp and Cornelius Herstatt

Ch 15 Customer and Supplier Involvement in New Service Development , pp 281-312

Frank Hull, Bo Edvardsson and Chris Storey

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