Article | ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014 | The Identification of Innovative Customer Groups for Collaborative Design Activities Link�ping University Electronic Press Conference Proceedings
Göm menyn

The Identification of Innovative Customer Groups for Collaborative Design Activities
Jakob Trischler: Southern Cross University, Australia Don Scott: Southern Cross University, Australia
Full text (pdf)
ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014
Article no.:
No. of pages:
Publication type:
Abstract and Fulltext
Linköping Electronic Conference Proceedings
ISSN (print):
ISSN (online):
Linköping University Electronic Press; Linköpings universitet

Export in BibTex, RIS or text

This paper integrates relevant concepts from the literature to identify innovative customer groups for collaborative service design activities. It is proposed that the central concepts characterizing an innovative customer are innovation-related benefit; ahead of trend; use experience; and knowledge of the field. Measures are provided that underpin the integrated concepts and thus allow for the future testing and refinement of the proposed framework towards a more standardized customer screening approach. The need for open innovation platforms is identified to enhance customer participation beyond customer engagement behaviour. The paper contributes to the growing knowledge of the requirement to systematically select and involve specific customer groups in service design.

Keywords: service design; user innovation; lead user theory

ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Jakob Trischler, Don Scott
The Identification of Innovative Customer Groups for Collaborative Design Activities

Birkinshaw; J.; Bessant; J.; & Delbridge; R.; (2007). Finding; forming; and performing: creating networks for discontinuous innovation. California Management Review; 49; 67-84.

Bogers; M.; Afuah; A.; & Bastian; B.; (2010). Users as innovators: A review; critque; and future research directions. Journal of Management; 36 (4); 857-875.

Bogers; M.; & West; J.; (2012). Managing distributed innovation: strategic utilization of open and user innovation. Creativity and Innovation Management; 21 (1); 61-75.

Brodie; R.J.; Hollebeek; L.D.; Juric; B.; & Ilic; A.; (2011). Customer engagement conceptual domain; fundamental propositions; and implications for research. Journal of Service Research; 14 (3); 252-271.; (n.d.). About Retrieved 10 25; 2013; from

Chesbrough; H.W.; (2003). The era of open innovation. MIT Sloan Management Review; 44 (3); 35-41.

Dell IdeaStorm; (n.d.). Submit your idea. Retrieved 10 23; 2013; from Dell:

Franke; N.; & Shah; S.; (2003). How communities support innovative activities: An exploration of assistance and sharing among end-users. Research Policy; 32 (1); 157-178.

Franke; N.; Von Hippel; E.; & Schreier; M.; (2006). Finding commercially attractive user innovations: A test of lead-user theory. Journal of Product Innovation Management; 23 (4); 301-315.

Füller; J.; Hutter; K.; & Faullant; R.; (2011). Why co-creation experience matters? Creative experience and its impact on the quantity and quality of creative contributions. R&D Management; 41 (3); 259-273.

Füller; J.; Jawecki; G.; & Mühlbacher; H.; (2007). Innovation creation by online basketball communities. Journal of Business Research; 60 (1); 60-71.

Grönroos; C.; (2006). Adopting a service logic for marketing. Marketing Theory; 6 (3); 317-333.

Grönroos; C.; (2011). A service perspective on business relationships: The value creation; interaction and marketing interface. Industrial Marketing Management; 40 (2); 240-247.

Grönroos; C.; (2011). Value co-creation in service logic: A critical analysis. Marketing Theory; 11 (3); 279-301.

Grönroos; C.; & Ojasalo; K.; (2004). Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services. Journal of Business Research; 57 (4); 414-423.

Gruner; K.E.; & Homburg; C.; (2000). Does customer interaction enhance new product success? Journal of Business Research; 49 (1); 1-14.

Gummesson; E.; (2002). Relationship marketing and a new economy: It’s time for deprogramming. Journal of Services Marketing; 16 (7); 585-589.

Gummesson; E.; (2006). Many-to-many marketing as grand theory: A nordic school contribution. In: Lusch; R.F. and Vargo; S.L.; The Service-dominant Logic of Marketing. Dialog; Debate; and Directions (pp. 339-353). New York: Sharpe.

Gummesson; E.; (2008). Total Relationship Marketing. Oxford: Butterworth-Heinemann. Helkkula; A.; & Kelleher; C.; (2010). Circularity of customer service experience and customer perceived value. Journal of Customer Behaviour; 9 (1); 37-53.

Ideasbrewery; (n.d.). About the challenge. Retrieved 10 25; 2013; from Heineken Ideas Brewery:

IfM & IBM; (2008). Succeeding through service innovation: a service perspective for education; research; business and government. Cambridge: University of Cambridge.

Kristensson; P.; & Magnusson; P.R.; (2010). Tuning users’ innovativeness during ideation. Creativity and Innovation Management; 19 (2); 147-159.

Lettl; C.; (2007). User involvement competence for radical innovation. Journal of Engineering and Technology Management; 24 (1/2). 53-75.

Lettl; C.; Herstatt; C.; & Gemuenden; H.G.; (2006). Users’ contributions to radical innovation: evidence from four cases in the field of medical equipment technology. R&D Management; 36 (3); 251-272.

Lilien; G.L.; Morrison; P.D.; Searls; K.; Sonnack; M. & von Hippel; E.; (2002). Performance assessment of the lead user idea-generation process for new product development. Management Science; 48 (8); 1042-1060.

Lundvall; B-Ã.; (1993). Explaining interfirm cooperation and innovation: limits of the transaction-cost approach. In: Grabher; I.; The Embedded Firm (pp. 52-64). London: Routledge.

Lusch; R.; Vargo; S.; & Wessels; G.; (2008). Toward a conceptual foundation for service science: Contributions from service-dominant logic. IBM Systems Journal; 47 (1); 5-14.

Lüthje; C.; (2004). Characteristics of innovating users in a consumer goods field: An empirical study of sport-related product consumers. Technovation; 24 (9); 683-695.

MacGregor; S.P.; (2008). Service is front stage: positioning services for value advantage by James Teboul and involving customers in new service development edited by Bo Edvardsson; Anders Gustafsson; Per Kristensson; Peter Magnusson; and Jonas Matthing. Journal of Product Innovation Management; 25 (3); 307-308.

Maglio; P.P.; & Spohrer; J.; (2008). Fundamentals of service science. Journal of the Academy of Marketing Science; 36 (1); 18-20.

Magnusson; P.R.; (2009). Exploring the contributions of involving ordinary users in ideation of technology-based services. Journal of Product Innovation Management; 26 (5); 578-593.

Mahr; D.; Lievens; A.; & Blazevic; V. (2013). The value of customer co-created knowledge during the innovation process. Journal of Product Innovation Management; 31 (3); 1-17.

Matthing; J.; Kirstensson; P.; Gustafsson; A.; & Parasuraman; A.; (2006). Developing successful technology-based services: The issue of identifying and involving
innovative users. Journal of Service Marketing; 20 (5); 288-297.

Meroni; A.; & Sangiorgi; D.; (2011). Design for Services. Surrey: Gower Publishing. Morelli; N.; (2009). Service as value co-production: Reframing the service design process. Journal of Manufacturing Technology Management; 20 (5); 568-590.

Morrison; P.D.; Roberts; J.H.; & Von Hippel; E.; (2000). Determinants of user innovation and innovation sharing in a local market. Management Science; 46 (12); 1513-1527.

My Starbucks Idea; (n.d.). Got an idea? Retrieved 10 23; 2013; from My Starbucks Idea:

Nishikawa; H.; Schreier; M.; & Ogawa; S.; (2013). User-generated versus designer-generated products: A performance assessment at Muji. International Journal of Research in Marketing; 30 (2); 160-167.

Ojasalo; K.; (2009). Business and design competences in service innovation and development. The Business Review; 13 (1); 216-223.

Ojasalo; K.; (2009). Designing industrial services - What is the role of the customer? The Business Review; 14 (1); 125-131.

Oliveira; P.; & von Hippel; E.; (2011). Users as service innovators: The case of banking services. Research Policy; 40; 806-818.

OpenIdeo; (n.d.). How it works. Retrieved 08 12; 2013; from Open Ideo:

Ostrom; A.L.; Bitner; M.J.; Brown; S.W.; Burkhard; K.A.; Goul; M.; Smith-Daniels; V.; Demirkan; H.; & Rabinovich; E.; (2010). Moving forward and making a difference: Research priorities for the science of service. Journal of Service Research; 13 (1); 4-36.

Parasuraman; A.; (2000). Technology Readiness Index (TRI): A multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research; 2 (4); 307-320.

Parasuraman; A.; & Colby; C.L.; (2001). Techno-ready marketing: How and why your customers adopt technology. New York: The Free Press.

Patricio; L.; Fisk; R.P.; Falcao e Cunha; J.; & Constantine; L.; (2011). Multilevel service design: From customer value constellation to service experience blueprinting. Journal of Service Research; 14 (2); 180-200.

Payne; A.F.; Storbacka; K.; & Frow; P.; (2008). Managing the co-creation of value. Journal of the Academy of Marketing Science; 36 (1); 83-96.

Prahalad; C.K.; & Ramaswamy; V.; (2004). Co-creating unique value with customers. Strategy & Leadership; 32 (3); 4-9.

Prahalad; C.K.; & Ramaswamy; V.; (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing; 18 (3); 5-14.

Ramaswamy; V.; (2008). Co-creating value through customers’ experiences: The Nike case. Strategy & Leadership; 36 (5); 9-14.

Sanders; E.B.N.; & Stappers; P.J.; (2008). Co-creation and the new landscapes of design. CoDesign; 4 (1); 5-18.

Schreier; M.; Fuchs; C.; & Dahl; D.W.; (2012). The innovation effect of user design: Exploring consumers’ innovation perceptions of firms selling products designed by users. Journal of Marketing; 76 (5); 18-32.

Schreier; M.; Oberhauser; S.; & Prügl; R.; (2007). Lead users and the adoption and diffusion of new products: Insights from two extreme sports communities. Marketing Letters; 18 (1-2); 15-30.

Schreier; M.; & Prügl; R.; (2008). Extending lead-user theory: Antecedents and consequences of consumers’ lead userness. Journal of Product Innovation Management; 25 (4); 331-346.

Schuhmacher; M.C.; & Kuester; S.; (2012). Identification of lead user characteristics driving the quality of service innovation ideas. Creativity and Innovation Management; 21 (4); 427-442.

Skiba; F.; (2010). Service Users as Sources for Innovation. BoD-Books on Demand. Steen; M.; Manschot; M.; & De Koning; N.; (2011). Benefits of co-design in service design projects. International Journal of Design; 5 (2); 53-60.

Stickdorn; M.; & Schneider; J.; (2010). This is Service Design Thinking. Amsterdam: BIS Publishers.

Szebeko; D.; (2011). Co-designing services in the public sector. In: Meroni; A.; & Sangiorgi; D.; Design for Services (pp. 42-52). Surrey: Gower Publishing.

Thomke; S.; & von Hippel; E.; (2002). Customers as innovators: A new way to create value. Harvard Business Review; 80 (4); 74-81.

Urban; G.L.; & Von Hippel; E.; (1988). Lead user analyses for the development of new industrial products. Management Science; 34 (5); 569-582.

Van Doorn; J.; Lemon; K.N.; Mittal; V.; Nass; S.; Pick; D.; Pirner; P.; & Verhoef; P.C.; (2010). Customer engagement behavior: theoretical foundations and research directions. Journal of Service Research; 13 (3); 253-266.

von Hippel; E.; (1977). Has a customer already developed your next product?; Sloan Management Review; 18 (2); 63-74.

von Hippel; E.; (1986). Lead users: A source of novel product concepts. Management Science; 32 (7); 791-805.

von Hippel; E.; (1988). The Sources of Innovation. New York: Oxford University Press. von Hippel; E.; (2001). User toolkits for innovation. Journal of Product Innovation Management; 18 (4); 247-257.

von Hippel; E.; (2005). Democratizing Innovation. Cambridge: The MIT Press.

Wikström; S.; (1996). The customer as co-producer. European Journal of Marketing; 30 (4); 6-19.

Wikström; S.; (2008). A consumer perspective on experience creation. Journal of Customer Behaviour; 7 (1); 31-50.

Witell; L.; Kristensson; P.; Gustafsson; A.; & Löfgren; M.; (2011). Idea generation: Customer co-creation versus traditional market research techniques. Journal of Service Management; 22 (2); 140-159.

Zomerdijk; L.G.; & Voss; C.A.; (2010). Service design for experience-centric services. Journal of Service Research; 13 (1); 67-82.

ServDes.2014 Service Future; Proceedings of the fourth Service Design and Service Innovation Conference; Lancaster University; United Kingdom; 9-11 April 2014

Jakob Trischler, Don Scott
The Identification of Innovative Customer Groups for Collaborative Design Activities
Note: the following are taken directly from CrossRef
No citations available at the moment

Responsible for this page: Peter Berkesand
Last updated: 2018-9-11