Handbook on the Experience Economy
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Handbook on the Experience Economy

Edited by Jon Sundbo and Flemming Sørensen

This illuminating Handbook presents the state-of-the-art in the scientific field of experience economy studies. It offers a rich and varied collection of contributions that discuss different issues of crucial importance for our understanding of the experience economy. Each chapter reflects diverse scientific viewpoints from disciplines including management, mainstream economics and sociology to provide a comprehensive overview.
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Chapter 13: Towards more intertwined innovation types: innovation through experience design focusing on customer interactions

Dorthe Eide and Lena Mossberg


Innovation is vital in the experience economy and the saying ‘innovate or die’ seems highly relevant for the experience economy as it operates within global, competitive and changing markets, where customers often seek something new (Pine and Gilmore, 1999; Hall and Williams, 2008; Sundbo, 2009; Fuglsang et al., 2011). If we are to facilitate positive innovations, we need to understand what ‘innovation’ means and how it can be facilitated. The dominant theories on innovation are mainly based upon studies within manufacturing since these sectors traditionally were assumed to be the most innovative and productive (Gallouj and Djellal, 2010). The knowledge about innovation in the service sectors has increased significantly over the last two decades; while knowledge about innovation in the experience sectors is embryonic but is on the increase (Eide and Ljunggren, forthcoming). There is an ongoing discourse concerning whether or not the characteristics and measurement of innovation pertaining to the manufacturing sectors are relevant to the service and experience sectors.

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