LEADER 05681nam 2200721Ia 450 001 9910453836403321 005 20200520144314.0 010 $a1-281-86745-4 010 $a9786611867454 010 $a1-86094-889-8 035 $a(CKB)1000000000552957 035 $a(EBL)1214953 035 $a(SSID)ssj0000300492 035 $a(PQKBManifestationID)12049861 035 $a(PQKBTitleCode)TC0000300492 035 $a(PQKBWorkID)10251929 035 $a(PQKB)10538898 035 $a(MiAaPQ)EBC1214953 035 $a(WSP)0000P458 035 $a(Au-PeEL)EBL1214953 035 $a(CaPaEBR)ebr10699098 035 $a(CaONFJC)MIL186745 035 $a(OCoLC)815742085 035 $a(EXLCZ)991000000000552957 100 $a20060609d2006 uy 0 101 0 $aeng 135 $aurbuu|||uu||| 181 $ctxt 182 $cc 183 $acr 200 00$aInvolving customers in new service development$b[electronic resource] /$feditors, Bo Edvardsson ... [et al.] 210 $aLondon $cImperial College Press ;$aHackensack, NJ ;$aLondon $cDistributed by World Scientific Publishing Co.$dc2006 215 $a1 online resource (333 p.) 225 0 $aSeries on technology management ;$vv. 11 300 $aDescription based upon print version of record. 311 $a1-86094-669-0 320 $aIncludes bibliographical references and index. 327 $aPreface; Contents; Chapter 1 Introduction; 1.1. Introduction; 1.2. An Emerging Theme in Management; 1.3. Getting Closer to the Customer; 1.4. What is Involvement?; 1.5. Who Should Read This Book?; 1.6. Outline of the Book; 1.7. The Future of Customer Involvement; References; Chapter 2 Process of Customer Interaction in New Service Development; 2.1. Introduction; 2.2. Why Interact with Customers?; 2.3. How to Interact with the Customers?; 2.4. Interaction between Front-Line Employees and Customers; 2.5. Selecting Customers for Interaction; 2.6. Problems in Customer Interaction 327 $a2.7. Conclusions References; Chapter 3 The Role of the Customer in the Development Process; 3.1. Introduction; 3.2. Research Design; 3.3. Customer Involvement in New Product and Service Development: Previous Research and Results; 3.4. Discussion; References; Chapter 4 Customers as Co-Innovators: An Initial Exploration of Its Strategic Importance; 4.1. Introduction; 4.2. Customer Value Co-Creation As a Path to ""Prime Mover-Ship""; 4.3. Welcoming Customers into Co-Innovation; 4.4. Historical Examples of Customer Co-Innovation; 4.5. Co-Innovation is Not Always a Good Idea 327 $a4.6. A Strategic View of Customer Co-Innovation 4.7. Toward a Typology; 4.8. Cases Illustrating the Typology; 4.9. Toward a Strategic Management of Customer Co-Innovation; 4.10. Conclusions; References; Chapter 5 Customer-to-Customer Interaction in Service Development: A Many-to-Many Approach; 5.1. Introduction; 5.2. Dissolving Established Categories and Roles; 5.3. On Development Innovation and Being New; 5.4. C2C Interaction; 5.5. Case: e-mail from Linus; 5.6. Case: How SAS and the Star Alliance Brought Me and Elvis Together; 5.7. Conclusions and Recommendations; References 327 $aChapter 6 New Service Development: Learning from and with Customers 6.1. Introduction; 6.2. Theoretical Framework; 6.3. An Empirical Experiment of Involvement of Customers; 6.4. Results: Customer Ideas are More Innovative; 6.5. Analysis: The Enhanced Learning Process; 6.6. Discussion Implications and Future Research; References; Chapter 7 Managing Ideas That Are Unthinkable in Advance: A Matter of How and Where You Ask; 7.1. Introduction; 7.2. The Difficulties of Listening to Customers - Conceptualizations of Market Research 327 $a7.3. Why All Market Research Techniques Do Not Result in Innovative Ideas - the Difficulties of Thinking Outside the Box 7.4. User Innovation at Telia - or 74 ""Product Developers"" Generating Innovative Ideas Rapidly and Free of Charge; 7.5. About the Research; 7.6. Managerial Implications; References; Chapter 8 Learning from Experiments Involving Users in Service Innovation; 8.1. Introduction; 8.2. Scope; 8.3. Method - Knowledge through Experiments; 8.4. Results - the Contribution Made by User Involvement; 8.5. Optimizing User Involvement; 8.6. Pioneering vs. Guided Users 327 $a8.7. Managing User Involvement - Some Advice 330 $aThis book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services.Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and 410 0$aSeries on Technology Management 606 $aNew products$xManagement 606 $aCustomer relations 606 $aService industries$xManagement 606 $aCreative ability in business 608 $aElectronic books. 615 0$aNew products$xManagement. 615 0$aCustomer relations. 615 0$aService industries$xManagement. 615 0$aCreative ability in business. 676 $a658.5/75 701 $aEdvardsson$b Bo$f1952-$0951851 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910453836403321 996 $aInvolving customers in new service development$92151666 997 $aUNINA