IDEAS home Printed from
   My bibliography  Save this article

How to take customers into consideration in service innovation projects


  • Marianne Abramovici
  • Laurence Bancel-Charensol


In industrialised services activities designed for customers, the success of the innovation depends on, besides the traditional factors used, the way the customer deals with the innovation, all the more so when the innovation introduced has modified the tasks conferred upon him in the service production process. In these conditions, how can the validation of innovation by the customer from concept definition to the implementation of the evaluation methods be integrated? This article first discusses theoretical works in project management to answer this question for service innovation projects. The basis for the analysis is a series of three case studies of French services firms. It underlines the diversity of solutions used by firms. This preliminary research makes two methodological points. First, it presents different ways of identifying the stages in which these problems can be solved. Second, it clarifies what should be validated at each stage, and which factors determine the methods and the necessary resources to carry them through.

Suggested Citation

  • Marianne Abramovici & Laurence Bancel-Charensol, 2004. "How to take customers into consideration in service innovation projects," The Service Industries Journal, Taylor & Francis Journals, vol. 24(1), pages 56-78, January.
  • Handle: RePEc:taf:servic:v:24:y:2004:i:1:p:56-78
    DOI: 10.1080/02642060412331301132

    Download full text from publisher

    File URL:
    Download Restriction: Access to full text is restricted to subscribers.

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


    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.

    Cited by:

    1. Barbara Masiello & Alessandra Marasco & Francesco Izzo, 2013. "CO-creation in creative services: the role of client in advertising agencies’ innovation," MERCATI E COMPETITIVITÀ, FrancoAngeli Editore, vol. 2013(2), pages 131-155.
    2. Sylvain Lenfle, 2004. "Innovation in services : the contribution of design theory," Post-Print hal-00263365, HAL.
    3. Lucia Crevani & Kristina Palm & Annika Schilling, 2011. "Innovation management in service firms: a research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 5(2), pages 177-193, June.
    4. Ngo, Liem Viet & O'Cass, Aron, 2013. "Innovation and business success: The mediating role of customer participation," Journal of Business Research, Elsevier, vol. 66(8), pages 1134-1142.
    5. Wagner, Stephan M. & Sutter, Reto, 2012. "A qualitative investigation of innovation between third-‐party logistics providers and customers," International Journal of Production Economics, Elsevier, vol. 140(2), pages 944-958.

    More about this item


    Access and download statistics


    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:taf:servic:v:24:y:2004:i:1:p:56-78. 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: (Chris Longhurst). General contact details of provider: .

    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.

    We have no references for this item. You can help adding them by using 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.

    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.