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The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers
Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Logistik- och kvalitetsutveckling. Linköpings universitet, Tekniska fakulteten.
Univ Liverpool, England.
Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, Företagsekonomi. Linköpings universitet, Filosofiska fakulteten. Karlstad Univ, Sweden.
2019 (engelsk)Inngår i: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 98, s. 328-338Artikkel i tidsskrift (Fagfellevurdert) Published
Abstract [en]

Service innovation is a key driver of service infusion for manufacturers. Although service innovation is widely researched for service firms, it is less explored for service infusion in manufacturers. Existing research about service infusion considers developing customer knowledge in sales and service delivery, but there is scarce research about how manufacturers develop customer knowledge during new service development (NSD). This study investigates customer knowledge development within manufacturers and considers how it differs between the development of incremental and radical service innovations. A study was undertaken with 239 European manufacturers which revealed multiple drivers of customer knowledge development, service innovation performance, and firm performance. Developing incremental service innovations are more successful when customers participate in NSD teams while developing radical service innovations leads manufacturers to higher firm performance.

sted, utgiver, år, opplag, sider
ELSEVIER SCIENCE INC , 2019. Vol. 98, s. 328-338
Emneord [en]
Customer knowledge development; Service infusion; Servitization; Service innovation; New service development; Incremental innovation; Radical innovation
HSV kategori
Identifikatorer
URN: urn:nbn:se:liu:diva-156923DOI: 10.1016/j.jbusres.2019.02.019ISI: 000464482600026OAI: oai:DiVA.org:liu-156923DiVA, id: diva2:1318702
Tilgjengelig fra: 2019-05-28 Laget: 2019-05-28 Sist oppdatert: 2019-05-28

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