Services, Experiences and Innovation
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Services, Experiences and Innovation

Integrating and Extending Research

Edited by Ada Scupola and Lars Fuglsang

Whilst innovation has traditionally focused on manufacturing, recently research surrounding service innovation has been flourishing. Furthermore, as consumers become ever more sophisticated and look for experiences, a research field investigating this topic has also emerged. This book aims to develop an integrated approach to the field of experience and services through innovation by showing that it is necessary to take several factors into account. As such, it makes a substantial and compelling contribution to the interdependencies between innovation, services and experience research.
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Chapter 14: User involvement in business-to-business operational service innovation

Giulia Nardelli and Ada Scupola


This chapter investigates and conceptualizes user involvement in business-to-business service innovations as well as the tools that are used to support interactions in such a service innovation process. In so doing, this study offers rich and detailed insights into the complexity of user involvement and supporting tools in business-to-business service innovations. The chapter is built on a qualitative research study in a specific type of business-to-business operational services, facility management services. The results from this study indicate that, in this context, the involvement of users is variable depending on the offered services as well as on the specific role that users play with regard to the service being innovated. This is due to the different needs and expectations that users have with respect to such service innovation.

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