IDEAS home Printed from https://ideas.repec.org/a/eee/respol/v40y2011i6p806-818.html
   My bibliography  Save this article

Users as service innovators: The case of banking services

Author

Listed:
  • Oliveira, Pedro
  • von Hippel, Eric

Abstract

Many services can be self-provided. An individual user or a user firm can, for example, choose to do its own accounting - choose to self-provide that service - instead of hiring an accounting firm to provide it. Since users can 'serve themselves' in many cases, it is reasonable to suspect that they can also innovate with respect to the services they self-provide - possibly without the assistance of service providers. In this paper, we conduct the first quantitative exploration of the importance of services innovation by users, focusing on the field of commercial and retail banking services. We find that 55% of today's computerized commercial banking services were first developed and implemented by non-bank firms for their own use, and 44% of today's computerized retail banking services were first developed and implemented by individual service users rather than by commercial financial service providers. Manual precursors to these services - manual procedures that carried out functions similar to computerized services in our sample - were almost always developed by users as self-services. Our empirical findings differ significantly from prevalent producer-centered views of service development. We speculate that the patterns we have observed in banking with respect to the major role of users in service development will prove to be quite general. If so, this will be an important matter: on the order of 75% of GDP in advanced economies today is derived from services. We discuss the implications of our findings for research and practice in service development.

Suggested Citation

  • Oliveira, Pedro & von Hippel, Eric, 2011. "Users as service innovators: The case of banking services," Research Policy, Elsevier, vol. 40(6), pages 806-818, July.
  • Handle: RePEc:eee:respol:v:40:y:2011:i:6:p:806-818
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0048733311000527
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    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. Franke, Nikolaus & Hippel, Eric von, 2003. "Satisfying heterogeneous user needs via innovation toolkits: the case of Apache security software," Research Policy, Elsevier, vol. 32(7), pages 1199-1215, July.
    2. Eric von Hippel, 1986. "Lead Users: A Source of Novel Product Concepts," Management Science, INFORMS, vol. 32(7), pages 791-805, July.
    3. Ann H. Spiotto, 2002. "Financial account aggregation: the liability perspective," Occasional Paper; Emerging Payments EPS-2002-1, Federal Reserve Bank of Chicago.
    4. Pavitt, Keith, 1984. "Sectoral patterns of technical change: Towards a taxonomy and a theory," Research Policy, Elsevier, vol. 13(6), pages 343-373, December.
    5. Baldwin, Carliss & Hienerth, Christoph & von Hippel, Eric, 2006. "How user innovations become commercial products: A theoretical investigation and case study," Research Policy, Elsevier, vol. 35(9), pages 1291-1313, November.
    6. Glen L. Urban & Eric von Hippel, 1988. "Lead User Analyses for the Development of New Industrial Products," Management Science, INFORMS, vol. 34(5), pages 569-582, May.
    7. Eric von Hippel, 1994. ""Sticky Information" and the Locus of Problem Solving: Implications for Innovation," Management Science, INFORMS, vol. 40(4), pages 429-439, April.
    8. Gary L. Lilien & Pamela D. Morrison & Kathleen Searls & Mary Sonnack & Eric von Hippel, 2002. "Performance Assessment of the Lead User Idea-Generation Process for New Product Development," Management Science, INFORMS, vol. 48(8), pages 1042-1059, August.
    9. Daniel Schneider & Peter Tufano, 2009. "Using financial innovation to support savers: from coercion to excitement," Communities and Banking, Federal Reserve Bank of Boston, issue Spr, pages 6-8.
    10. de Jong, Jeroen P.J. & von Hippel, Eric, 2009. "Transfers of user process innovations to process equipment producers: A study of Dutch high-tech firms," Research Policy, Elsevier, vol. 38(7), pages 1181-1191, September.
    11. Pamela D. Morrison & John H. Roberts & Eric von Hippel, 2000. "Determinants of User Innovation and Innovation Sharing in a Local Market," Management Science, INFORMS, vol. 46(12), pages 1513-1527, December.
    12. Ogawa, Susumu, 1998. "Does sticky information affect the locus of innovation? Evidence from the Japanese convenience-store industry," Research Policy, Elsevier, vol. 26(7-8), pages 777-790, April.
    13. Franke, Nikolaus & Shah, Sonali, 2003. "How communities support innovative activities: an exploration of assistance and sharing among end-users," Research Policy, Elsevier, vol. 32(1), pages 157-178, January.
    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. Carliss Baldwin & Eric von Hippel, 2011. "Modeling a Paradigm Shift: From Producer Innovation to User and Open Collaborative Innovation," Organization Science, INFORMS, vol. 22(6), pages 1399-1417, December.
    2. von Hippel, Eric, 2010. "Open User Innovation," Handbook of the Economics of Innovation, in: Bronwyn H. Hall & Nathan Rosenberg (ed.), Handbook of the Economics of Innovation, edition 1, volume 1, chapter 0, pages 411-427, Elsevier.
    3. Preißner, Stephanie & Raasch, Christina & Schweisfurth, Tim, 2017. "Is necessity the mother of disruption?," Kiel Working Papers 2097, Kiel Institute for the World Economy (IfW Kiel).
    4. Schweisfurth, Tim G. & Dharmawan, Magha P., 2019. "Does lead userness foster idea implementation and diffusion? A study of internal shopfloor users," Research Policy, Elsevier, vol. 48(1), pages 289-297.
    5. Hua Liang & Zongyi Zhang, 2012. "The effects of industry characteristics on the sources of technological product and process innovation," The Journal of Technology Transfer, Springer, vol. 37(6), pages 867-884, December.
    6. Philipp Alexander Ebel & Ulrich Bretschneider & Jan Marco Leimeister, 2016. "Can The Crowd Do The Job? Exploring The Effects Of Integrating Customers Into A Company’S Business Model Innovation," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 20(07), pages 1-24, October.
    7. Sánchez-González, Gloria & González-Álvarez, Nuria & Nieto, Mariano, 2009. "Sticky information and heterogeneous needs as determining factors of R&D cooperation with customers," Research Policy, Elsevier, vol. 38(10), pages 1590-1603, December.
    8. Aaron K. Chatterji & Kira Fabrizio, 2012. "How Do Product Users Influence Corporate Invention?," Organization Science, INFORMS, vol. 23(4), pages 971-987, August.
    9. van der Boor, Paul & Oliveira, Pedro & Veloso, Francisco, 2014. "Users as innovators in developing countries: The global sources of innovation and diffusion in mobile banking services," Research Policy, Elsevier, vol. 43(9), pages 1594-1607.
    10. Francesco Paolo Appio & Antonella Martini & Silvia Massa & Stefania Testa, 2016. "Unveiling the intellectual origins of Social Media-based innovation: insights from a bibliometric approach," Scientometrics, Springer;Akadémiai Kiadó, vol. 108(1), pages 355-388, July.
    11. Globocnik, Dietfried & Faullant, Rita, 2021. "Do lead users cooperate with manufacturers in innovation? Investigating the missing link between lead userness and cooperation initiation with manufacturers," Technovation, Elsevier, vol. 100(C).
    12. Markus Ernst & Alexander Brem, 2017. "Social Media for Identifying Lead Users? Insights into Lead Users’ Social Media Habits," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 14(04), pages 1-21, August.
    13. Wu, Chia-huei & de Jong, Jeroen P.J. & Raasch, Christina & Poldervaart, Sabrine, 2020. "Work process-related lead userness as an antecedent of innovative behavior and user innovation in organizations," Research Policy, Elsevier, vol. 49(6).
    14. de Jong, Jeroen P.J. & von Hippel, Eric & Gault, Fred & Kuusisto, Jari & Raasch, Christina, 2015. "Market failure in the diffusion of consumer-developed innovations: Patterns in Finland," Research Policy, Elsevier, vol. 44(10), pages 1856-1865.
    15. Maria Roszkowska-Menkes, 2017. "User Innovation: State of the Art and Perspectives for Future Research," Journal of Entrepreneurship, Management and Innovation, Fundacja Upowszechniająca Wiedzę i Naukę "Cognitione", vol. 13(2), pages 127-154.
    16. Block, Jörn H. & Henkel, Joachim & Schweisfurth, Tim G. & Stiegler, Annika, 2016. "Commercializing user innovations by vertical diversification: The user–manufacturer innovator," Research Policy, Elsevier, vol. 45(1), pages 244-259.
    17. Alexander Brem & Volker Bilgram & Adele Gutstein, 2018. "Involving Lead Users in Innovation: A Structured Summary of Research on the Lead User Method," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 15(03), pages 1-27, June.
    18. Jeroen de Jong & Eric von Hippel, 2010. "Open, distributed and user-centered: Towards a paradigm shift in innovation policy," Scales Research Reports H201009, EIM Business and Policy Research.
    19. Schweisfurth, Tim G. & Raasch, Christina, 2015. "Embedded lead users—The benefits of employing users for corporate innovation," Research Policy, Elsevier, vol. 44(1), pages 168-180.
    20. Wu, Chia-huei & de Jong, Jeroen P.J. & Raasch, Christina & Poldervaart, Sabrine, 2020. "Work process-related lead userness as an antecedent of innovative behavior and user innovation in organizations," Open Access Publications from Kiel Institute for the World Economy 228657, Kiel Institute for the World Economy (IfW Kiel).

    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:eee:respol:v:40:y:2011:i:6:p:806-818. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: . General contact details of provider: http://www.elsevier.com/locate/respol .

    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: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/respol .

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

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.