This book demonstrates pioneering work on user-based service innovation using an analytical framework. This approach involves understanding the needs of users, the service firms collaborating with them, and recognising the fact that users are innovators and, as such, services develop whilst in use. As well as presenting case studies, the book discusses theoretically what user-based innovation means in the context of services. Three main fields are analysed: user-based innovation in knowledge-intensive business service, user-based innovation in public services, and models and methods for structuring user-based innovation. Incorporating both an academic and analytical approach, this insightful book will be a source of inspiration for researchers in innovation and services. Graduate and postgraduate students in business administration and innovation, as well as administrators in public administrations and executive managers in service firms will also find plenty of important information in this invaluable resource.This chapter discusses the potentials of, and the barriers to, user-driven innovation based on the so-called service encounter (Alam, 2006). ... that are derived, one way or another, from front-office service employeesa#39; meetings with users in the service delivery process. ... and Perry, 2002; Alam, 2002), the role of service encounters for user-driven innovation has attracted little interest from researchers.
|Title||:||User-based Innovation in Services|
|Author||:||Jon Sundbo, Marja Toivonen|
|Publisher||:||Edward Elgar Publishing - 2011-01-01|