Artículos de revistas
Customer Integration in Service Innovation: An Exploratory Study
Registro en:
Journal of Technology Management & Innovation 8(3): 2013, p. 25-33
e0718-2724
1315-2738-1-PB.pdf
Autor
Straub, Tim
Kohler, Marc
Hottum, Peter
Arrass, Volker
Welter, Dennis
Institución
Resumen
Prominent industry projects, as well as an extensive literature suggest the importance of customer integration for companies' innovation success. This appears to be especially true for service firms, which inherently build on customer interaction. Despite this appreciation of the approach, there are comparably few empirical analyses of the positive and negative effects of customer integration. In this exploratory study, we build on established customer role concepts to study the status quo of customer integration in industry, as well as reservations against the roles and negative experiences from customer integration projects. The study reveals a gap between reservations and actual negative experiences in losing know-how, as well as a positive effect of experience in customer integration on perceived benefits for the company