Involving Customers in the Service Innovation Proc

Authors: Marja Toivonen Mari Holopainen Tiina Tuominen

Publish Date: 2012

Volume: , Issue: , Pages: 195-208

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Abstract

This chapter examines practices of involving customers in the service innovation process Even though customercentric views are increasingly gaining ground in the literature there is not much research into the organisation of innovation processes in which customers actually participate In this chapter we describe an actionresearch project where we together with a case company developed and tested several methods for customer participation The company is a mediumsized Finnish insurance company which has developed several incremental service innovations during recent years As the next step it wanted to adopt a systematic genuinely customeroriented innovation model

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