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New service development by manufacturing firms: Effects of customer participation under environmental contingencies
Department of Management, Haworth College of Business, Western Michigan University, Kalamazoo, MI, United States.
Department of Management and Entrepreneurship, Herberger Business School, St. Cloud State University, MN, United States.
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering. Hanken School of Economics, Helsinki, Finland.ORCID iD: 0000-0002-8770-8874
2019 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978Article in journal (Refereed) Epub ahead of print
Abstract [en]

By bridging strategy, innovation, servitization, and new service development literatures, this study suggests that customer participation enhances the effectiveness of new service development strategies. The effects are particularly pronounced in the environments characterized by low competitive intensity and high complexity of customer needs. Empirical evidence is obtained from a sample of 226 large manufacturing firms with respondents representing service, functional, and general management. The results are the first to support the importance of customer participation in the new service development context. While largely consistent with the new product development research, they offer novel insights into the role of environmental contingencies in harnessing the input of customers in the new service development process for the benefit of the firm.

Place, publisher, year, edition, pages
Elsevier, 2019.
Keywords [en]
New service development, Servitization, Open innovation, Customer participation, Competitive intensity, Customer needs, Service innovation
National Category
Other Engineering and Technologies not elsewhere specified
Research subject
Entrepreneurship and Innovation
Identifiers
URN: urn:nbn:se:ltu:diva-75164DOI: 10.1016/j.jbusres.2019.06.017OAI: oai:DiVA.org:ltu-75164DiVA, id: diva2:1333348
Available from: 2019-07-01 Created: 2019-07-01 Last updated: 2019-07-03

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Wincent, Joakim

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