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Service development tools in action

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  • Jari Kuusisto
  • Arja Kuusisto
  • Pirjo Yli-Viitala

Abstract

Service innovation is a key to productivity gains and competitiveness across industries. This paper presents two management tools that can assist businesses in developing a more systematic and effective service development process. Both of these tools focus on making optimal use of customer and user inputs during the service innovation process. They assist businesses in finding effective ways to integrate customers and users into a service development process and in working together with them during this new service development. Latest research has provided a starting point for the development of these management tools. Their practical applications have been developed together with businesses in connection with their ongoing service development projects. This has provided an effective way to test and validate research-based concepts and reference processes.

Suggested Citation

  • Jari Kuusisto & Arja Kuusisto & Pirjo Yli-Viitala, 2013. "Service development tools in action," The Service Industries Journal, Taylor & Francis Journals, vol. 33(3-4), pages 352-365, February.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:3-4:p:352-365
    DOI: 10.1080/02642069.2013.747520
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    References listed on IDEAS

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    1. Jon Sundbo & Faïz Gallouj, 1998. "Innovation as a loosely coupled system in services," Post-Print halshs-01113675, HAL.
    2. Bodil Sandén & Anders Gustafsson & Lars Witell, 2006. "The Role of the Customer in the Development Process," World Scientific Book Chapters, in: Bo Edvardsson & Anders Gustafsson & Per Kristensson & Peter Magnusson & Jonas Matthing (ed.), Involving Customers In New Service Development, chapter 3, pages 33-56, World Scientific Publishing Co. Pte. Ltd..
    3. Ulf Mannervik & Rafael Ramirez, 2006. "Customers as Co-Innovators: An Initial Exploration of Its Strategic Importance," World Scientific Book Chapters, in: Bo Edvardsson & Anders Gustafsson & Per Kristensson & Peter Magnusson & Jonas Matthing (ed.), Involving Customers In New Service Development, chapter 4, pages 57-75, World Scientific Publishing Co. Pte. Ltd..
    4. Jon Sundbo, 1997. "Management of Innovation in Services," The Service Industries Journal, Taylor & Francis Journals, vol. 17(3), pages 432-455, July.
    5. Bruce Tether, 2003. "The sources and aims of innovation in services: Variety between and within sectors," Economics of Innovation and New Technology, Taylor & Francis Journals, vol. 12(6), pages 481-505.
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    Cited by:

    1. Juram Kim & Changyong Lee, 2017. "Stochastic service life cycle analysis using customer reviews," The Service Industries Journal, Taylor & Francis Journals, vol. 37(5-6), pages 296-316, April.
    2. Ghasemzadeh, Khatereh & Bortoluzzi, Guido & Yordanova, Zornitsa, 2022. "Collaborating with users to innovate: A systematic literature review," Technovation, Elsevier, vol. 116(C).
    3. Anna Vuorio & Lasse Torkkeli & Liisa-Maija Sainio, 2020. "Service innovation and internationalization in SMEs: antecedents and profitability outcomes," Journal of International Entrepreneurship, Springer, vol. 18(1), pages 92-123, March.

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