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...

Descripción completa

Detalles Bibliográficos
Clasificación:Libro Electrónico
Otros Autores: Edvardsson, Bo, 1952-
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:
New products > Management.
Customer relations.
Service industries > Management.
Creative ability in business.
Produits nouveaux > Gestion.
Relations avec la clientèle.
Services (Industrie) > Gestion.
Créativité dans les affaires.
BUSINESS & ECONOMICS > Development > Business Development.
Creative ability in business
Customer relations
New products > Management
Service industries > Management
Produktentwicklung
Innovationsprozess
Diensten.
Productontwikkeling.
Cliënten.
Produtos novos.
Marketing de relacionamento.
Dienstleistung : Management.
Kundenmanagement : Beziehungsmanagement.
Acceso en línea:Texto completo
Tabla de Contenidos:
  • 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.

Ejemplares similares