Book chapter
User involvement in business-to-business operational service innovation
Innovation, Department of Technology, Management and Economics, Technical University of Denmark1
Implementation and Performance Management, Innovation, Department of Technology, Management and Economics, Technical University of Denmark2
Department of Technology, Management and Economics, Technical University of Denmark3
Roskilde University4
This chapter investigates and conceptualizes user involvement in business-to-business service innovations as well as the tools that are used to support interactions in such a service innovation process. In so doing, this study offers rich and detailed insights into the complexity of user involvement and supporting tools in business-to-business service innovations.
The chapter is built on a qualitative research study in a specific type of business-to-business operational services, facility management services. The results from this study indicate that, in this context, the involvement of users is variable depending on the offered services as well as on the specific role that users play with regard to the service being innovated.
This is due to the different needs and expectations that users have with respect to such service innovation.
Language: | English |
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Publisher: | Edward Elgar Publishing |
Year: | 2018 |
Pages: | 253-268 |
Journal subtitle: | Integrating and Extending Research |
ISBN: | 1788114299 , 1788114302 , 9781788114295 and 9781788114301 |
Types: | Book chapter |
DOI: | 10.4337/9781788114301.00022 |
ORCIDs: | Nardelli, Giulia |