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How to take customers into consideration in service innovation projects

Author

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  • Marianne Abramovici
  • Laurence Bancel-Charensol

Abstract

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
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    File URL: http://hdl.handle.net/10.1080/02642060412331301132
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    Citations

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    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.

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