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

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  • Johansson, A. Elisabeth
  • Raddats, Chris
  • Witell, Lars

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.

Suggested Citation

  • Johansson, A. Elisabeth & Raddats, Chris & Witell, Lars, 2019. "The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers," Journal of Business Research, Elsevier, vol. 98(C), pages 328-338.
    • Handle: RePEc:eee:jbrese:v:98:y:2019:i:c:p:328-338
    DOI: 10.1016/j.jbusres.2019.02.019
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    4. Diogo Pombo & Mário Franco, 2023. "A qualitative investigation of infusing products with service via strategic alliances among SMEs: a case of servitization," Service Business, Springer;Pan-Pacific Business Association, vol. 17(2), pages 529-555, June.
    5. Huikkola, Tuomas & Kohtamäki, Marko & Rabetino, Rodrigo & Makkonen, Hannu & Holtkamp, Philipp, 2022. "Overcoming the challenges of smart solution development: Co-alignment of processes, routines, and practices to manage product, service, and software integration," Technovation, Elsevier, vol. 118(C).
    6. Schaefers, Tobias & Leban, Marina & Vogt, Florian, 2022. "On-demand features: Consumer reactions to tangibility and pricing structure," Journal of Business Research, Elsevier, vol. 139(C), pages 751-761.
    7. David Soto Setzke & Tobias Riasanow & Markus Böhm & Helmut Krcmar, 2023. "Pathways to Digital Service Innovation: The Role of Digital Transformation Strategies in Established Organizations," Information Systems Frontiers, Springer, vol. 25(3), pages 1017-1037, June.
    8. repec:hig:wpaper:100sti2019 is not listed on IDEAS
    9. Kindermann, Bastian & Schmidt, Corinna Vera Hedwig & Burger, Oliver & Flatten, Tessa Christina, 2022. "Why teams matter in customer involvement – The moderating effects of team social cohesion and team autonomy," Journal of Business Research, Elsevier, vol. 146(C), pages 70-83.
    10. Wei, Zelong & Huang, Wengao & Wang, Yanping & Sun, Lulu, 2022. "When does servitization promote product innovation? The moderating roles of product modularization and organization formalization," Technovation, Elsevier, vol. 117(C).
    11. Guckenbiehl, Peter & Corral de Zubielqui, Graciela & Lindsay, Noel, 2021. "Knowledge and innovation in start-up ventures: A systematic literature review and research agenda," Technological Forecasting and Social Change, Elsevier, vol. 172(C).
    12. Singh, Rashmeet & Chandrashekar, Deepak & Subrahmanya Mungila Hillemane, Bala & Sukumar, Arun & Jafari-Sadeghi, Vahid, 2022. "Network cooperation and economic performance of SMEs: Direct and mediating impacts of innovation and internationalisation," Journal of Business Research, Elsevier, vol. 148(C), pages 116-130.
    13. Wang, Yonggui & Tian, Qinghong & Li, Xia & Xiao, Xiaohong, 2022. "Different roles, different strokes: How to leverage two types of digital platform capabilities to fuel service innovation," Journal of Business Research, Elsevier, vol. 144(C), pages 1121-1128.
    14. Cheng, Ru & Tao, Lei & Wang, Qiang & Zhao, Xiande, 2023. "The impact of value co-creation orientation on radical service innovation: Exploring a serial mediation mechanism," International Journal of Production Economics, Elsevier, vol. 262(C).
    15. Xie, Xuemei & Wang, Hongwei & García, Javier Sendra, 2021. "How does customer involvement in service innovation motivate service innovation performance? The roles of relationship learning and knowledge absorptive capacity," Journal of Business Research, Elsevier, vol. 136(C), pages 630-643.
    16. Sirén, Charlotta & Parida, Vinit & Frishammar, Johan & Wincent, Joakim, 2020. "Time and time-based organizing of innovation: Influence of temporality on entrepreneurial firms’ performance," Journal of Business Research, Elsevier, vol. 112(C), pages 23-32.

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