The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers

Johansson, Elisabeth, Raddats, CO ORCID: 0000-0003-3206-4343 and Witell, Lars (2019) The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers. Journal of Business Research, 98. pp. 328-338.

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Abstract

Service innovation is a key driver of service infusion for manufacturers. Although service innovation is widely researched for service firms, it is less explored for service infusion in manufacturers. Existing research about service infusion considers developing customer knowledge in sales and service delivery, but there is scarce research about how manufacturers develop customer knowledge during new service development (NSD). This study investigates customer knowledge development within manufacturers and considers how it differs between the development of incremental and radical service innovations. A study was undertaken with 239 European manufacturers which revealed multiple drivers of customer knowledge development, service innovation performance, and firm performance. Developing incremental service innovations are more successful when customers participate in NSD teams while developing radical service innovations leads manufacturers to higher firm performance.

Item Type:	Article
Uncontrolled Keywords:	Customer knowledge development, Service infusion, Servitization, Service innovation, New service development, Incremental innovation, Radical innovation
Depositing User:	Symplectic Admin
Date Deposited:	08 Feb 2019 08:54
Last Modified:	19 Jan 2023 01:04
DOI:	10.1016/j.jbusres.2019.02.019
Related URLs:	Publisher
URI:	https://livrepository.liverpool.ac.uk/id/eprint/3032497