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Involving customers in new service development /
This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service a...
| Clasificación: | Libro Electrónico |
|---|---|
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
London : Hackensack, NJ ; London :
Imperial College Press ; Distributed by World Scientific Pub. Co.,
©2006.
|
| Colección: | Series on technology management ;
v. 11. |
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 245 | 0 | 0 | |a Involving customers in new service development / |c editors, Bo Edvardsson [and others]. |
| 260 | |a London : |b Imperial College Press ; |a Hackensack, NJ ; |a London : |b Distributed by World Scientific Pub. Co., |c ©2006. | ||
| 300 | |a 1 online resource (viii, 323 pages) : |b illustrations | ||
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| 380 | |a Bibliography | ||
| 490 | 1 | |a Series on technology management ; |v v. 11 | |
| 504 | |a Includes bibliographical references and index. | ||
| 588 | 0 | |a Print version record. | |
| 520 | |a This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services. Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars. The benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process. | ||
| 505 | 0 | |a Ch. 1. Introduction / The editors -- ch. 2. Process of customer interaction in new service development / Ian Alam -- ch. 3. The role of the customer in the development process / Bodil Sandén, Anders Gustafsson and Lars Witell -- ch. 4. Customers as co-innovators: an initial exploration of its strategic importance / Ulf Mannervik and Rafael Ramirez -- ch. 5. Customer-to-customer interaction in service development: a many-to-many approach / Evert Gummesson -- ch. 6. New service development: learning from and with customers / Bodil Sandén, Jonas Matthing and Bo Edvardsson -- ch. 7. Managing ideas that are unthinkable in advance: a matter of how and where you ask / Per Kristensson -- ch. 8. Learning from experiments involving users in service innovation / Peter R. Magnusson -- ch. 9. Customer involvement- lessons learned: a study of three customer involvement projects at Volvo Cars / Fredrik Dahlsten -- ch. 10. Service encounter analysis based on customer retrospection / Per Echeverri -- ch. 11. How to better learn from users / Hans Björkman -- ch. 12. Video-based methodology: capturing real-time perceptions of customer processes / Per Echeverri -- ch. 13. Customer-oriented service engineering as a success factor- findings of case studies of customer integration in the service development process / Rainer N̈gele -- ch. 14. Service innovation, user involvement and intellectual property management / Christiane Hipp and Cornelius Herstatt -- ch. 15. Customer and supplier involvement in new service development / Frank Hull, Bo Edvardsson and Chris Storey. | |
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a New products |x Management. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 0 | |a Service industries |x Management. | |
| 650 | 0 | |a Creative ability in business. | |
| 650 | 6 | |a Produits nouveaux |x Gestion. | |
| 650 | 6 | |a Relations avec la clientèle. | |
| 650 | 6 | |a Services (Industrie) |x Gestion. | |
| 650 | 6 | |a Créativité dans les affaires. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Development |x Business Development. |2 bisacsh | |
| 650 | 7 | |a Creative ability in business |2 fast | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a New products |x Management |2 fast | |
| 650 | 7 | |a Service industries |x Management |2 fast | |
| 650 | 7 | |a Produktentwicklung |2 gnd | |
| 650 | 7 | |a Innovationsprozess |2 gnd | |
| 650 | 1 | 7 | |a Diensten. |2 gtt |
| 650 | 1 | 7 | |a Productontwikkeling. |2 gtt |
| 650 | 1 | 7 | |a Cliënten. |2 gtt |
| 650 | 7 | |a Produtos novos. |2 larpcal | |
| 650 | 7 | |a Marketing de relacionamento. |2 larpcal | |
| 650 | 7 | |a Dienstleistung : Management. |2 swd | |
| 650 | 7 | |a Kundenmanagement : Beziehungsmanagement. |2 swd | |
| 700 | 1 | |a Edvardsson, Bo, |d 1952- |1 https://id.oclc.org/worldcat/entity/E39PCjMvmbGjTjWxqybWkgdYj3 | |
| 758 | |i has work: |a Involving customers in new service development (Text) |1 https://id.oclc.org/worldcat/entity/E39PCFQXxdTGhkkppwDT3RVhRC |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
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| 830 | 0 | |a Series on technology management ; |v v. 11. | |
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