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The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers
Linköping University, Department of Management and Engineering, Logistics & Quality Management. Linköping University, Faculty of Science & Engineering.
Univ Liverpool, England.
Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Karlstad Univ, Sweden.
2019 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 98, p. 328-338Article in journal (Refereed) 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.

Place, publisher, year, edition, pages
ELSEVIER SCIENCE INC , 2019. Vol. 98, p. 328-338
Keywords [en]
Customer knowledge development; Service infusion; Servitization; Service innovation; New service development; Incremental innovation; Radical innovation
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-156923DOI: 10.1016/j.jbusres.2019.02.019ISI: 000464482600026OAI: oai:DiVA.org:liu-156923DiVA, id: diva2:1318702
Available from: 2019-05-28 Created: 2019-05-28 Last updated: 2019-05-28

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  • apa
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  • Other style
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Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf