IDEAS home Printed from https://ideas.repec.org/a/wsi/ijimxx/v23y2019i01ns1363919619500555.html
   My bibliography  Save this article

When To Call The Customer? Timing Of Customer Involvement In The Development Of New Products And Services

Author

Listed:
  • SABIT VESELAJ

    (University of Iceland, Faculty of Business Administration, Saemundargata 2, 101 Reykjavík, Iceland)

  • MAGNUS THOR TORFASON

    (University of Iceland, Faculty of Business Administration, Saemundargata 2, 101 Reykjavík, Iceland)

Abstract

Involving customers in the development of new products and services helps firms understand customer needs, increasing the likelihood of meeting those needs and expectations. Although a large body of literature addresses the implications of customer involvement for project performance, the results of previous research are somewhat inconsistent. This paper explores this issue by examining the differing impact of customer involvement on the development of new products and new services. We propose that the role of customer involvement differs for these two types of innovations, with involvement in the early stages more important for products and involvement in the launch stage more important for services. Our results, based on a comprehensive dataset on customer involvement in innovation, are consistent with such a pattern, suggesting that more attention should be paid to the conditional benefits of customer involvement in different types of solution development.

Suggested Citation

  • Sabit Veselaj & Magnus Thor Torfason, 2019. "When To Call The Customer? Timing Of Customer Involvement In The Development Of New Products And Services," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 23(01), pages 1-31, January.
    • Handle: RePEc:wsi:ijimxx:v:23:y:2019:i:01:n:s1363919619500555
    DOI: 10.1142/S1363919619500555
    as

    Download full text from publisher

    File URL: http://www.worldscientific.com/doi/abs/10.1142/S1363919619500555
    Download Restriction: Access to full text is restricted to subscribers
    File URL: https://libkey.io/10.1142/S1363919619500555?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Cornelius Herstatt & Christoph Stockstrom & Birgit Verworn & Akio Nagahira, 2006. ""Fuzzy Front End" Practices In Innovating Japanese Companies," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 3(01), pages 43-60.
    2. Faïz Gallouj & Faridah Djellal, 2010. "The Handbook of Innovation and Services: A Multi-disciplinary Perspective," Post-Print hal-01111763, HAL.
    3. Faïz Gallouj & Faridah Djellal (ed.), 2010. "The Handbook of Innovation and Services," Books, Edward Elgar Publishing, number 12872.
    4. Lin, Ming-Ji James & Tu, Yu-Cheng & Chen, Der-Chao & Huang, Chin-Hua, 2013. "Customer participation and new product development outcomes: The moderating role of product innovativeness," Journal of Management & Organization, Cambridge University Press, vol. 19(3), pages 314-337, May.
    5. Faridah Djellal & Faïz Gallouj, 2006. "Innovation, services, emplois," Post-Print halshs-00199647, HAL.
    6. Nishikawa, Hidehiko & Schreier, Martin & Ogawa, Susumu, 2013. "User-generated versus designer-generated products: A performance assessment at Muji," International Journal of Research in Marketing, Elsevier, vol. 30(2), pages 160-167.
    7. Gruner, Kjell E. & Homburg, Christian, 2000. "Does Customer Interaction Enhance New Product Success?," Journal of Business Research, Elsevier, vol. 49(1), pages 1-14, July.
    8. Lai, Kee-hung & Wong, Christina W.Y., 2012. "Green logistics management and performance: Some empirical evidence from Chinese manufacturing exporters," Omega, Elsevier, vol. 40(3), pages 267-282.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Francesco Bogliacino & Mario Pianta, 2016. "The Pavitt Taxonomy, revisited: patterns of innovation in manufacturing and services," Economia Politica: Journal of Analytical and Institutional Economics, Springer;Fondazione Edison, vol. 33(2), pages 153-180, August.
    2. Frank Crowley & Jane Bourke, 2017. "The Influence Of Human Resource Management Systems On Innovation: Evidence From Irish Manufacturing And Service Firms," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 21(01), pages 1-28, January.
    3. Avenyo, Elvis Korku & Konte, Maty & Mohnen, Pierre, 2019. "The employment impact of product innovations in sub-Saharan Africa: Firm-level evidence," Research Policy, Elsevier, vol. 48(9), pages 1-1.
    4. Fagerberg, Jan & Fosaas, Morten & Sapprasert, Koson, 2012. "Innovation: Exploring the knowledge base," Research Policy, Elsevier, vol. 41(7), pages 1132-1153.
    5. Faiz Gallouj & Luis Rubalcaba & Marja Toivonen & Paul Windrum, 2018. "Understanding social innovation in services industries," Industry and Innovation, Taylor & Francis Journals, vol. 25(6), pages 551-569, July.
    6. Giulio Maggiore & Alfonso Morvillo, 2015. "L?innovazione nei servizi pubblici: un caso nel settore sanitario," ECONOMIA E DIRITTO DEL TERZIARIO, FrancoAngeli Editore, vol. 2015(1), pages 127-153.
    7. Kirsi Hyttinen & Sampsa Ruutu & Mika Nieminen & Faiz Gallouj & Marja Toivonen, 2014. "A system dynamic and multi-criteria evaluation of innovations in environmental services," ECONOMICS AND POLICY OF ENERGY AND THE ENVIRONMENT, FrancoAngeli Editore, vol. 2014(3), pages 29-52.
    8. Love, James H. & Roper, Stephen & Bryson, John R., 2011. "Openness, knowledge, innovation and growth in UK business services," Research Policy, Elsevier, vol. 40(10), pages 1438-1452.
    9. Faïz Gallouj & Céline Merlin-Brogniart & Anne-Catherine Moursli-Provost, 2013. "Public–private partnerships in hospital innovation: what lessons for hospital management?," Chapters, in: Faïz Gallouj & Luis Rubalcaba & Paul Windrum (ed.), Public–Private Innovation Networks in Services, chapter 11, pages 265-302, Edward Elgar Publishing.
    10. Matías Piaggio & Vicent Alcántara Escolano & Emilio Padilla Rosa, 2013. "The materiality of the immaterial. Services sectors and CO2 emissions in Uruguay," Working Papers wpdea1306, Department of Applied Economics at Universitat Autonoma of Barcelona.
    11. Luisa Enrichiello & Alessandra Marasco, 2015. "Il ruolo delle reti pubblico-private per l?innovazione dei servizi nelle smart cities," ECONOMIA E DIRITTO DEL TERZIARIO, FrancoAngeli Editore, vol. 2015(1), pages 13-39.
    12. Kirsi Hyytinen & Sampsa Ruutur & Mika Nieminen & Faïz Gallouj & Marja Toivonen, 2014. "Evaluation of services linked to the sustainability: a dynamic and multi-criteria approach," Post-Print hal-01111817, HAL.
    13. Benoît Desmarchelier & Faïz Gallouj, 2013. "Endogenous growth and environmental policy: are the processes of growth and tertiarization in developed economies reversible?," Journal of Evolutionary Economics, Springer, vol. 23(4), pages 831-860, September.
    14. José Antonio à lvarez-González & Mª Olga González-Morales, 2014. "The Role of Knowledge-Intensive Business Services in Spanish Local Tourist Production Systems," Tourism Economics, , vol. 20(2), pages 355-371, April.
    15. Charlotte Fourcroy, 2014. "Innovation logics and energy consumption in the service sector: a characteristics-based approach and its application to food retail services," ECONOMICS AND POLICY OF ENERGY AND THE ENVIRONMENT, FrancoAngeli Editore, vol. 2014(3), pages 115-138.
    16. Sahrish Ahmed & Hasliza Abdul Halim & Noor Hazlina Ahmad, 2018. "Open and Closed Innovation and Enhanced Performance of SME Hospitals—A Conceptual Model," Business Perspectives and Research, , vol. 6(1), pages 1-12, January.
    17. Alexandre Trigo, 2013. "Mechanisms Of Learning And Innovation Performance: The Relevance Of Knowledge Sharing And Creativity For Non-Technological Innovation," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 10(06), pages 1-27.
    18. Dachs, Bernhard & Biege, Sabine & Borowiecki, Marcin & Lay, Gunther & Jäger, Angela & Schartinger, Doris, 2012. "The Servitization of European Manufacturing Industries," MPRA Paper 38873, University Library of Munich, Germany.
    19. Bettina Peters & Rebecca Riley & Iulia Siedschlag & Priit Vahter & John McQuinn, 2014. "Innovation and Productivity in Services: Evidence from Germany, Ireland and the United Kingdom," JRC Working Papers on Corporate R&D and Innovation 2014-04, Joint Research Centre.
    20. Francesca Mameli & Simona Iammarino & Ron Boschma, 2012. "Regional variety and employment growth in Italian labour market areas: services versus manufacturing industries," Papers in Evolutionary Economic Geography (PEEG) 1203, Utrecht University, Department of Human Geography and Spatial Planning, Group Economic Geography, revised Feb 2012.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:wsi:ijimxx:v:23:y:2019:i:01:n:s1363919619500555. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Tai Tone Lim (email available below). General contact details of provider: http://www.worldscinet.com/ijim/ijim.shtml .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.