Download or read book Involving Customers in New Service Development written by Bo Edvardsson and published by World Scientific. This book was released on 2006 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: This 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 scholars.Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.
Download or read book Involving Customers In New Service Development written by Bo Edvardsson and published by World Scientific. This book was released on 2006-10-13 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: This 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 scholars.Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process./a
Download or read book Involving Customers in New Service Development written by Per Kristensson and published by . This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This 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 scholars. Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.
Download or read book Customer Involvement in New Service Development written by Mathies Pohl and published by GRIN Verlag. This book was released on 2007-01-07 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2006 in the subject Business economics - General, grade: 1,3, European Business School - International University Schloß Reichartshausen Oestrich-Winkel, course: Seminar Wintersemester 2006, language: English, abstract: “There are three kinds of companies; those that simply ask customers what they want and end up as perpetual followers; those that succeed for a time in pushing customers in directions they do not want to go; and those that lead customers where they want to go before customers know it themselves” The perception of the customer in business has changed in the course of history, from a mere passive buyer and price taker to an active and vital participant in the market. Today consumers have access to a variety of information about companies and their products, therefore companies need to center their activities on this important market participant. Companies must take advantage of this development and include customers throughout their business model. Leading customers refers to discovering their current and future needs and engaging in joint activities. In the light of this, it is no longer enough to simply use marketing to create interest in the company and to built reputation; consumers have to be involved from the beginning of the process on, i.e. the innovation of new products and services. Therefore, companies face the challenge of creatinge an interface to their customer, thus enabling customers to shape products ac-cording to their needs. While possibilities of consumer involvement in new product development have received a lot of attention6, the opposite has to be said concerning new service development. This is surprising since in services the customer himself is an important part of the service delivery and thus is of great importance. Therefore, this paper aims at investigating the importance of customer involvement and the role customers can play in new service development as well as why and how a com-pany can benefit from this procedure.
Download or read book New Service Development written by James A. Fitzsimmons and published by SAGE. This book was released on 2000 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text addresses the issues of how to develop new service products - where the concept of service has moved from transaction to experience. The authors draw upon the expertise of internationally recognised authors.
Download or read book Service Business Development written by Thomas Fischer and published by Cambridge University Press. This book was released on 2012-05-24 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: Over the last decade, capital goods manufacturers have added services to products as a way of responding to eroding margins and the loss of strategic differentiation. Based on over twelve years of research, this book provides a thorough overview of the strategies available for value creation through service business development.
Download or read book Developing New Products and Services written by Lawrence Sanders and published by Business Expert Press. This book was released on 2011-10-14 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book will focus on the up-front activities required for product and service differentiation, the learning methodologies that contribute to arriving at that differentiation, and the role that technology plays in implementing the process. The book will show how technology factors into such entrepreneurial activities as engaging in business planning and utilizing creativity and innovation, and how creative innovation, in turn, is achieved and enhanced through an understanding of two different modes of learning: "learning about" and "learning by doing". A successful product introduction depends on an efficient supply chain, a strong brand, and the ability of a manufacturer or provider to differentiate it successfully in the marketplace. New Product and Services Development demonstrates how differentiation, this last critical component, can be secured by the strategic use of technology and by engaging in two key learning methodologies.
Download or read book Performance Effects of Involving Lead Users and Close Customers in New Service Development written by Pilar Carbonell and published by . This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer involvement has been recognized as a key factor for successful service development. One important aspect affecting the outcome of new service development (NSD) projects in whose development customers are involved is the choice of the appropriate participating customer. This study examines the effect of two customer's characteristics (relational closeness and lead-userness) on four indicators of new service performance. The paper uses data from 102 NSD projects. Covariance-based path analysis is used to test the model. Results reveal that involving close customers in the NSD process has a positive direct effect on service advantage and speed to market and a positive indirect effect on market performance. The involvement of lead users, on the other hand, has a positive effect on service newness and service advantage, and a negative effect on market performance. Findings from this study suggest that firms need to make conscious choices about the types of customers to involve in service innovation as different types of customers affect new service performance differently.
Download or read book Service Innovation written by Anders Gustafsson and published by Business Expert Press. This book was released on 2016-04-15 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: All the world's most advanced economies are dominated by service. The service sector also employs the largest number of people and it is the fastest growing sector, both in number of companies and employees. The questions posed in the book are: (1) How is it growing; (2) what are these new service innovations; (3) what are the drivers; and (4) how can organizations work with service innovations in a structured way? The book views service as the value-creating activity that customers perform in their own context. The role of a company is to provide the resources and knowledge to enable value creation. Based on this view, we develop a model of service innovation and develop guidelines for what is required from the organizational perspective; how should an organization view its customers in order to be successful, what does a service development process look like, and how to transform an organization that has a product focus to a service or solution provider.
Download or read book The Handbook of Innovation and Services written by F. Gallouj and published by Edward Elgar Publishing. This book was released on 2011-11-01 with total page 823 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'This book represents a significant step towards dealing with the lacuna constituted by the inadequacy of the literature on the services. And, as such, it approaches its task from a variety of directions.' From the foreword by William J. Baumol, New York University, US 'The Handbook of Innovation and Services is an exceptional volume. Its contributors, including Faïz Gallouj, William Baumol, Jean Gadrey, and Pascal Petit, are among the major thinkers in both the fields of the economics of services and the economics of innovation. Selected topics include the "cost disease", services innovation in the global economy, social innovation in the services, and innovation and employment in services. The book, I am sure, will become a standard reference volume in both these fields in the ensuing years.' Edward Wolff, New York University, US This Handbook brings together 49 international specialists to address an issue of increasing importance for the world's post-industrial economies; innovation as it relates to services. Contemporary economies have two fundamental characteristics. Firstly, they are service economies in as much as services account for more than 70 per cent of the wealth and jobs in most developed countries. Secondly, they are innovation economies as recent decades have seen an unprecedented development of scientific, technological, organisational and social innovations. This Handbook expertly links these two major characteristics in order to investigate the role of innovation in services, an issue that until now has been inadequately explored and one that poses many theoretical and operational challenges. This comprehensive volume encompasses the views of eminent scholars from a range of disciplines including economics, management, sociology and geography, and draws on a number of different analytical and methodological perspectives. With its multi-disciplinary approach this Handbook will be an invaluable reference source for academics and students in the fields of economics, management and the geography of services and innovation. Public authorities and managers in the service sector will also find this book fascinating.
Download or read book Service Design written by Andy Polaine and published by Rosenfeld Media. This book was released on 2013-03-13 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
Download or read book Business Model Innovation written by Constantinos Markides and published by Cambridge University Press. This book was released on 2023-06-29 with total page 119 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital technologies have allowed for the proliferation of new business models, something that has attracted the attention of academic research. Much of this research has focused on (i) understanding what a business model is and its theoretical connection to the concept of strategy, and (ii) exploring what business model innovation is and what its sources and outcomes are. Less work has gone into studying the issues that established firms face in business model innovation – such as how to respond to the arrival of a disruptive business model in one's industry, or how to compete with dual business models or how to migrate from one business model to another. This Element approaches the topic of business model innovation from the perspective of the established firm and examines the unique strategic and organizational issues that big, established companies face when a new business model enters their markets.
Download or read book Jobs to Be Done written by Anthony W. Ulwick and published by . This book was released on 2016-10-25 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Why do some innovation projects succeed where others fail? The book reveals the business implications of Jobs Theory and explains how to put Jobs Theory into practice using Outcome-Driven Innovation.
Download or read book Presumptive Design written by Leo Frishberg and published by Morgan Kaufmann. This book was released on 2015-09-10 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everything you know about the future is wrong. Presumptive Design: Design Provocations for Innovation is for people "inventing the future: future products, services, companies, strategies and policies. It introduces a design-research method that shortens time to insights from months to days. Presumptive Design is a fundamentally agile approach to identifying your audiences' key needs. Offering rapidly crafted artifacts, your teams collaborate with your customers to identify preferred and profitable elements of your desired outcome. Presumptive Design focuses on your users' problem space, informing your business strategy, your project's early stage definition, and your innovation pipeline. Comprising discussions of design theory with case studies and how-to's, the book offers business leadership, management and innovators the benefits of design thinking and user experience in the context of early stage problem definition. Presumptive Design is an advanced technique and quick to use: within days of reading this book, your research and design teams can apply the approach to capture a risk-reduced view of your future. - Provides actionable approaches to inform strategy and problem definition through design thinking - Offers a design-based research method to complement existing market, ethnographic and customer research methods - Demonstrates a powerful technique for identifying disruptive innovation early in the innovation pipeline by putting customers first - Presents each concept with case studies and exploration of risk factors involved including warnings for situations in which the technique can be misapplied
Download or read book Customer Value Creation Behavior written by Youjae Yi and published by Taylor & Francis. This book was released on 2024-11-01 with total page 182 pages. Available in PDF, EPUB and Kindle. Book excerpt: We all live in a service-based economy right now, and the role of customers has changed from passive buyers to active value creators. Customers are actively engaged in the value creation process, and customer value creation behavior has become an essential phenomenon. For the competitive advantage of the firm, employees need to change from exclusive service providers to value facilitators. Firms must now change their paradigm from treating customers as mere buyers to engaging customers as value creators. This book sheds insight into the essentiality of understanding customer value creation behavior for enhancing firm performance. This book is also a comprehensive reference critically analyzing the current state of customer value creation behavior. It covers theoretical foundations, measurement, antecedents and consequences of customer value creation behavior, in addition to applications in specific and various contexts. The book also highlights the importance of understanding the dimensional structure of customer value creation behavior for accurate results of empirical research. In addition, the book also examines customer value destruction behavior or dysfunctional customer behavior. This book challenges the conventional belief that handling customer complaints equates with handling dysfunctional customer behavior and provides useful insights for handling employees and customers.
Download or read book EBOOK Services Marketing Integrating Customer Focus Across the Firm written by Alan Wilson and published by McGraw Hill. This book was released on 2016-01-16 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner
Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
