576
Views
6
CrossRef citations to date
0
Altmetric
Articles

Service development tools in action

, &
Pages 352-365 | Received 04 Aug 2012, Accepted 12 Oct 2012, Published online: 28 Nov 2012

References

  • Alam , I. 2002 . An exploratory investigation of user involvement in new service development . Academy of Marketing Science , 30 ( 3 ) : 250 – 261 .
  • Alam , I. and Perry , C. 2002 . A customer-oriented new service development process . Journal of Services Marketing , 16 ( 6 ) : 515 – 534 . (doi:10.1108/08876040210443391)
  • Anderson , A. R. , Benavides-Espinosa , M. and Mohedano-Suanes , A. 2011 . Innovation in services through learning in a joint venture . The Service Industries Journal , 31 ( 12 ) : 2019 – 2032 . (doi:10.1080/02642069.2011.558573)
  • Balachandra , R. and Friar , J. H. 1997 . Factors for success in R&D projects and new product innovation: A contextual framework . IEEE Transactions on Engineering Management , 44 ( 3 ) : 276 – 287 . (doi:10.1109/17.618169)
  • Bettencourt , L. A. , Ostrom , A. L. , Brown , S. L. and Roundtree , R. I. 2002 . Client co-production in knowledge-intensive business services . California Management Review , 44 ( 4 ) : 100 – 128 . (doi:10.2307/41166145)
  • Bettencourt , L. A. and Ulwick , A. W. 2008 . The customer-centered innovation map . Harvard Business Review , 86 ( 5 ) : 109 – 114 .
  • Buur , J. and Matthews , B. 2008 . Participatory innovation . International Journal of Innovation Management , 12 ( 3 ) : 255 – 273 . (doi:10.1142/S1363919608001996)
  • Churchill, J., von Hippel, E., & Sonnack, M. (2009). Lead user project handbook: A practical guide for lead user project teams. Retrieved from http://mit.edu/evhippel/www/index.html
  • European Commission. (2009a). Promoting the role of R&D in services (A report of the CREST OMC 3% Working Group ‘R&D in Services’, 17 business case studies from 9 countries). Directorate-General for Research Belgium, 7th Framework Programme – Capacities, Brussels.
  • European Commission. (2009b). Promoting the role of R&D in services (A report of the CREST OMC 3% Working Group ‘R&D in Services’, a review of policies, statistics and research literature). Directorate-General for Research Belgium, 7th Framework Programme – Capacities, Brussels.
  • Heiskanen , E. , Hyvönen , K. , Niva , M. , Timonen , P. and Varjonen , J. 2007 . User involvement in radical innovation: Are consumers conservative? . European Journal of Innovation Management , 10 ( 4 ) : 489 – 509 . (doi:10.1108/14601060710828790)
  • den Hertog , P. 2000 . Knowledge intensive business services as co-producers of innovation . International Journal of Innovation Management , 4 ( 4 ) : 491 – 528 .
  • den Hertog , P. 2010 . Managing service innovation, firm-level dynamic capabilities and policy options , Utrecht : Dialogic Innovatie & Interactie .
  • den Hertog , P. , Gallouj , F. and Segers , J. 2011 . Measuring innovation in a ‘low-tech’ service industry: The case of the Dutch hospitality industry . The Service Industries Journal , 31 ( 9 ) : 1429 – 1449 . (doi:10.1080/02642060903576084)
  • von Hippel , E. 2005 . Democratizing innovation , Cambridge , MA : The MIT Press .
  • von Hippel, E., & Oliveira, P. (2009). Users as service innovators: The case of banking services. MIT Sloan School Working Paper 4748–09. Retrieved from http://ssrn.com/abstract=1460751
  • Holtzblatt , K. and Beyer , H. 1993 . Making customer-centered design work for teams . Communications of the ACM , 36 ( 10 ) : 93 – 103 . (doi:10.1145/163430.164050)
  • Howe , J. 2008 . Crowdsourcing – why the power of the crowd is driving the future of business , New York , NY : Crown Publishing Group, Random House, Inc .
  • Howells, J. (2006, March 22). Where from here for services innovation? Paper presented at the knowledge intensive service activities (KISA) conference, Sydney.
  • de Jong, J.P.J., Bruins, A., Dolfsma, W., & Meijaard, J. (2003). Innovation in service firms explored: What, how and why? Strategic study B200205. Zoetermeer: EIM Business & Policy Research.
  • Korkman, O. (2006). Customer value formation in practice – a practice-theoretical approach (Economics and Society – No. 155). Helsinki: Swedish School of Economics and Business Administration.
  • Kristensson , P. , Matthing , J. and Johansson , N. 2008 . Key strategies for the successful involvement of customers in the co-creation of new technology-based services . International Journal of Service Industry Management , 19 ( 4 ) : 474 – 491 . (doi:10.1108/09564230810891914)
  • Kuusisto , A. and Riepula , M. 2011 . Customer interaction in service innovation: Seldom intensive but often decisive. Case studies in three business service sectors . International Journal of Technology Management , 55 ( 1/2 ) : 171 – 186 . (doi:10.1504/IJTM.2011.041686)
  • Leonard , D. and Rayport , J. 1997 . Spark innovation through emphatic design . Harvard Business Review , 75 ( 6 ) : 102 – 113 .
  • Lundkvist , A. and Yakhlef , A. 2004 . Customer involvement in new service development: A conversational approach . Managing Service Quality , 14 ( 2/3 ) : 249 – 257 . (doi:10.1108/09604520410528662)
  • Magnusson , P. R. 2003 . Benefits of involving users in service innovation . European Journal of Innovation Management , 6 ( 4 ) : 228 – 238 . (doi:10.1108/14601060310500940)
  • Mannervik , U. and Ramirez , R. 2006 . “ Customers as co-innovators: An initial exploration of its strategic importance ” . In Involving customers in new service development Edited by: Edvardsson , B. , Gustafsson , A. , Kristensson , P. , Magnusson , P. and Matthing , J. 57 – 76 . Series of Technology Management, Vol. 11. London: Imperial College Press
  • Martin , C. R. , Horne , D. A. and Schultz , A. M. 1999 . The business-to-business customer in the service innovation process . European Journal of Innovation Management , 2 ( 2 ) : 55 – 62 . (doi:10.1108/14601069910269772)
  • Matthing , J. , Kristensson , P. , Gustafsson , A. and Parasuraman , A. 2006 . Developing successful technology-based services: The issue of identifying and involving innovative users . Journal of Services Marketing , 20 ( 5 ) : 288 – 297 . (doi:10.1108/08876040610679909)
  • Ministry of Employment and the Economy. (2010). Demand and user-driven innovation policy, policy framework and action plan (part II). Publications of the Ministry of Employment and the Economy. Helsinki, Finland: Edita. Retrieved from http://www.TEM.fi/INNO
  • Nesta Research Report. (2008). The new inventors – how users are changing the rules of innovation. London: NESTA (The National Endowment for Science, Technology and the Arts). Retrieved from http://www.nesta.org.uk
  • OECD. (2006). Innovation and knowledge-intensive service activities. J. Kuusisto & A. Holmes (Eds.). Paris: Author.
  • Prahalad , C. K. and Ramaswamy , V. 2004 . The future of competition, co-creating unique value with customers , Boston , MA : Harvard Business School Press .
  • Sandén , B. , Gustafsson , A. and Witell , A. 2006 . “ The role of customer in the development process ” . In Involving customers in new service development Edited by: Edvardsson , B. , Gustafsson , A. , Kristensson , B. , Magnusson , P. and Matthing , J. 33 – 56 . Series on Technology Management, Vol. 11. London: Imperial College Press
  • Sundbo , J. 1997 . Management of innovation in services . The Service Industries Journal , 17 ( 3 ) : 432 – 455 . (doi:10.1080/02642069700000028)
  • Sundbo , J. and Gallouj , F. 2000 . “ Innovation as a loosely coupled system in services ” . In Innovation systems in the service economy, measurement and case study analysis , Edited by: Metcalfe , J. S. and Miles , I. 43 – 68 . Boston , MA : Kluwer Academic .
  • Tether , B. S. 2003 . The sources and aims of innovation in services: Variety between and within sectors . Economics of Innovation and New Technology , 12 ( 6 ) : 481 – 506 . (doi:10.1080/1043859022000029221)
  • Toivonen, M., Holopainen, M., & Tuominen, T. (2009, March). Searching practices for client involvement in service innovation. Proceedings of the International Symposium on Services Science (ISSS) – Practitioner Track. University of Leipzig, pp. 139–150.
  • Ulwick , A. W. 2002 . Turn customer input into innovation . Harvard Business Review , 80 ( 1 ) : 91 – 97 .
  • Wynstra , F. , Axelsson , B. and van der Valk , W. 2006 . An application-based classification to understand buyer-supplier interaction in business services . International Journal of Service Industry Management , 17 ( 5 ) : 474 – 496 . (doi:10.1108/09564230610689786)

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.