edited by Bo Edvardsson (Karlstad University, Sweden), Anders Gustafsson (Karlstad University, Sweden), Per Kristensson (Karlstad University, Sweden), Peter Magnusson (Karlstad University, Sweden), & Jonas Matthing (Karlstad University, Sweden)

Table of Contents (39k)
Preface (65k)
Chapter 1: Introduction (614k)

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.

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.

• Process of Customer Interaction in New Service Development (I Alam)
• The Role of the Customer in the Development Process (B Sandén et al.)
• Customers as Co-Innovators: An Initial Exploration of Its Strategic Importance (U Mannervik & R Ramirez)
• Customer-to-Customer Interaction in Service Development: A Many-to-Many Approach (E Gummesson)
• New Service Development: Learning from and with Customers (B Sandén et al.)
• Managing Ideas that are Unthinkable in Advance: A Matter of How and Where You Ask (P Kristensson)
• Learning from Experiments Involving Users in Service Innovation (P R Magnusson)
• Customer Involvement — Lessons Learned: A Study of Three Customer Involvement Projects at Volvo Cars (F Dahlsten)
• Service Encounter Analysis Based on Customer Retrospection (P Echeverri)
• How to Better Learn from Users (H Björkman)
• Video-Based Methodology: Capturing Real-Time Perceptions of Customer Processes (P Echeverri)
• Customer-Oriented Service Engineering as a Success Factor — Findings of Case Studies of Customer Integration in the Service Development Process (R Nägele)
• Service Innovation, User Involvement and Intellectual Property Management (C Hipp & C Herstatt)
• Customer and Supplier Involvement in New Service Development (F Hull et al.)