Involving Customers in New Service Development

Autor:: B. Edvardsson
Wydawnictwo:: Imperial College Press
Liczba stron:: 323
ISBN-13/EAN:: 9781860946691
ISBN-10:: 1860946690
Rok wydania:: 2006 r.
Realizacja:: ok. 7-10 dni + wysyłka

Involving Customers in New Service Development, 2006 r. : 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. The 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.

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