IDEAS home Printed from https://ideas.repec.org/a/eee/respol/v38y2009i1p156-169.html
   My bibliography  Save this article

The launch of innovative product-related services: Lessons from automotive telematics

Author

Listed:
  • Lenfle, Sylvain
  • Midler, Christophe

Abstract

In the literature on new product development, most existing studies on the end of the design process concentrate on managing ramp-up in the field of manufactured products. This situation poses a problem at a time when our economies increasingly depend upon services and products are more and more related with sophisticated services that provide value for customers and producers. This article examines the management of the final phases of the design process of an innovative product-related service. Our research thus makes three contributions: (1) an analysis of the implementation process shows that the simultaneity of the production and consumption of a service means that three types of learning - technical, sales and uses - take place at the same time. Launch management strategies have thus to be adapted; (2) an analysis of the data collected confirms this difference by bringing to light great contrasts in these different aspects of learning; (3) this led us to identify a field that needs exploration by researchers in product and service innovation: the design of the sales process. Furthermore we underline two scenarios to manage the launch of innovative product-related services.

Suggested Citation

  • Lenfle, Sylvain & Midler, Christophe, 2009. "The launch of innovative product-related services: Lessons from automotive telematics," Research Policy, Elsevier, vol. 38(1), pages 156-169, February.
    • Handle: RePEc:eee:respol:v:38:y:2009:i:1:p:156-169
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0048-7333(08)00237-0
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Camal Gallouj & Faïz Gallouj, 1996. "L'innovation dans les services," Post-Print hal-01111983, HAL.
    2. Sylvain Lenfle, 2004. "Innovation in services : the contribution of design theory," Post-Print hal-00263365, HAL.
    3. V. Krishnan & Karl T. Ulrich, 2001. "Product Development Decisions: A Review of the Literature," Management Science, INFORMS, vol. 47(1), pages 1-21, January.
    4. Michael A. Lapré & Amit Shankar Mukherjee & Luk N. Van Wassenhove, 2000. "Behind the Learning Curve: Linking Learning Activities to Waste Reduction," Management Science, INFORMS, vol. 46(5), pages 597-611, May.
    5. Terwiesch, Christian & E. Bohn, Roger, 2001. "Learning and process improvement during production ramp-up," International Journal of Production Economics, Elsevier, vol. 70(1), pages 1-19, March.
    6. Marianne Abramovici, 2004. "How to Take Customers into Consideration in Service Innovation Projects," Post-Print hal-01136394, HAL.
    7. von Hippel, Eric & Tyre, Marcie J., 1995. "How learning by doing is done: problem identification in novel process equipment," Research Policy, Elsevier, vol. 24(1), pages 1-12, January.
    8. Langowitz, Nan S., 1988. "An exploration of production problems in the initial commercial manufacture of products," Research Policy, Elsevier, vol. 17(1), pages 43-54, February.
    9. Paul S. Adler & Kim B. Clark, 1991. "Behind the Learning Curve: A Sketch of the Learning Process," Management Science, INFORMS, vol. 37(3), pages 267-281, March.
    10. Leonard-Barton, Dorothy, 1988. "Implementation as mutual adaptation of technology and organization," Research Policy, Elsevier, vol. 17(5), pages 251-267, October.
    11. Sylvain Lenfle & Christophe Midler, 2001. "Innovation-Based Competition and the Dynamics of Design in Upstream Suppliers," Post-Print hal-00262522, HAL.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Birch-Jensen, Andrea & Gremyr, Ida & Halldórsson, Árni, 2020. "Digitally connected services: Improvements through customer-initiated feedback," European Management Journal, Elsevier, vol. 38(5), pages 814-825.
    2. Li-Min Chuang & Tsung-Shih Kuo & Guei-Yun Luo, 2020. "The Sustainable Service Innovation Model in the Chain Restaurant Industry: Circular Economy Perspective," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 10(4), pages 1-1.
    3. Marcus Grieger & André Ludwig, 2019. "On the move towards customer-centric business models in the automotive industry - a conceptual reference framework of shared automotive service systems," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(3), pages 473-500, September.
    4. Anja Jankovic-Zugic & Nenad Medic & Marko Pavlovic & Tanja Todorovic & Slavko Rakic, 2023. "Servitization 4.0 as a Trigger for Sustainable Business: Evidence from Automotive Digital Supply Chain," Sustainability, MDPI, vol. 15(3), pages 1-13, January.
    5. Chen, Shin-Horng & Wen, Pei-Chang, 2016. "Post Catch-up with Market Cultivation and Product Servicizing: Case of Taiwan's Transportation Equipment Industries," AGI Working Paper Series 2016-16, Asian Growth Research Institute.
    6. Machado Léo, Ricardo & Tello‐Gamarra, Jorge, 2016. "Inovac¸ão em servic¸os: estado da arte e perspectivas futuras [Innovation in services: state of the art and future perspectives]," MPRA Paper 82195, University Library of Munich, Germany, revised 29 Mar 2017.
    7. Terence J. V. Saldanha & Abhishek Kathuria & Jiban Khuntia & Benn R. Konsynski, 2022. "Ghosts in the Machine: How Marketing and Human Capital Investments Enhance Customer Growth When Innovative Services Leverage Self-Service Technologies," Information Systems Research, INFORMS, vol. 33(1), pages 76-109, March.
    8. Jukka Ojasalo & Katri Ojasalo, 2018. "Lean Service Innovation," Service Science, INFORMS, vol. 10(1), pages 25-39, March.
    9. Sylvain Lenfle & Christophe Midler, 2010. "Innovation in Product-Related Services: The Contribution of Design Theory," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 30, Edward Elgar Publishing.
    10. Wen, Pei-Chang & Chen, Shin-Horng, 2018. "Lessons Learned from Applications of IoT at Social Spheres," AGI Working Paper Series 2018-07, Asian Growth Research Institute.
    11. v. Wangenheim, Florian & Wünderlich, Nancy V. & Schumann, Jan H., 2017. "Renew or cancel? Drivers of customer renewal decisions for IT-based service contracts," Journal of Business Research, Elsevier, vol. 79(C), pages 181-188.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sylvain Lenfle & Christophe Midler, 2009. "The Launch of Innovative Product-Related Services: Lessons from automotive telematics," Post-Print halshs-00401124, HAL.
    2. Sylvain Lenfle & Christophe Midler, 2006. "The launch of innovative services : lessons from automotive telematics," Post-Print hal-00263133, HAL.
    3. Agathe Gilain & Pascal Le Masson & Benoit Weil, 2018. "Managing Learning Curves In The Unknown: From ‘Learning By Doing’ To ‘Learning By Designing’," Post-Print hal-01900961, HAL.
    4. Pattravadee Ploykitikoon & Charles M. Weber, 2019. "Knowledge Pathways and Performance: An Empirical Study of the National Laboratories in a Technology Latecomer Country," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(03), pages 1-37, May.
    5. Marco Iansiti, 2000. "How the Incumbent Can Win: Managing Technological Transitions in the Semiconductor Industry," Management Science, INFORMS, vol. 46(2), pages 169-185, February.
    6. Alexander Peine, 2008. "The sources of use knowledge – towards a framework about use, consumption and industrial dynamics," Innovation Studies Utrecht (ISU) working paper series 08-18, Utrecht University, Department of Innovation Studies, revised Oct 2008.
    7. Janice E. Carrillo & Cheryl Gaimon, 2004. "Managing Knowledge-Based Resource Capabilities Under Uncertainty," Management Science, INFORMS, vol. 50(11), pages 1504-1518, November.
    8. Terwiesch, Christian & E. Bohn, Roger, 2001. "Learning and process improvement during production ramp-up," International Journal of Production Economics, Elsevier, vol. 70(1), pages 1-19, March.
    9. Guido Fioretti, 2007. "A connectionist model of the organizational learning curve," Computational and Mathematical Organization Theory, Springer, vol. 13(1), pages 1-16, March.
    10. Sylvain Lenfle, 2004. "Innovation in services : the contribution of design theory," Post-Print hal-00263365, HAL.
    11. Biskup, Dirk, 2008. "A state-of-the-art review on scheduling with learning effects," European Journal of Operational Research, Elsevier, vol. 188(2), pages 315-329, July.
    12. Manda, A.B. & Uzsoy, Reha, 2021. "Managing product transitions with learning and congestion effects," International Journal of Production Economics, Elsevier, vol. 239(C).
    13. Simge Tuna & Stefano Brusoni & Anja Schulze, 2019. "Architectural knowledge generation: evidence from a field study," Industrial and Corporate Change, Oxford University Press and the Associazione ICC, vol. 28(5), pages 977-1009.
    14. Funk, Jeffrey L. & Magee, Christopher L., 2015. "Rapid improvements with no commercial production: How do the improvements occur?," Research Policy, Elsevier, vol. 44(3), pages 777-788.
    15. Michael A. Lapré & Amit Shankar Mukherjee & Luk N. Van Wassenhove, 2000. "Behind the Learning Curve: Linking Learning Activities to Waste Reduction," Management Science, INFORMS, vol. 46(5), pages 597-611, May.
    16. Jonathan R. Clark & Robert S. Huckman & Bradley R. Staats, 2013. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services," Organization Science, INFORMS, vol. 24(5), pages 1539-1557, October.
    17. Cheryl Gaimon & Gülru F. Özkan & Karen Napoleon, 2011. "Dynamic Resource Capabilities: Managing Workforce Knowledge with a Technology Upgrade," Organization Science, INFORMS, vol. 22(6), pages 1560-1578, December.
    18. Rajiv D. Banker & Joy M. Field & Kingshuk K. Sinha, 2001. "Work-Team Implementation and Trajectories of Manufacturing Quality: A Longitudinal Field Study," Manufacturing & Service Operations Management, INFORMS, vol. 3(1), pages 25-42, November.
    19. Gary P. Pisano & Richard M.J. Bohmer & Amy C. Edmondson, 2001. "Organizational Differences in Rates of Learning: Evidence from the Adoption of Minimally Invasive Cardiac Surgery," Management Science, INFORMS, vol. 47(6), pages 752-768, June.
    20. Nadeau, Marie-Claude & Kar, Ashish & Roth, Richard & Kirchain, Randolph, 2010. "A dynamic process-based cost modeling approach to understand learning effects in manufacturing," International Journal of Production Economics, Elsevier, vol. 128(1), pages 223-234, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:respol:v:38:y:2009:i:1:p:156-169. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/respol .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.