Based on findings from four in-depth case studies within global brand manufacturers in the fast moving consumer goods (fmcg) industry, this paper develops a framework for understanding the organisational processes that support consumer co-creation within new product development (NPD). A new perspective, that of co-creation, in which consumers are ‘active’ participants in the design and development of new products, is challenging the traditional model of NPD. Co-creation provides an opportunity for market researchers to develop a people-centric approach to research, thereby humanising the NPD process. Key to co-creation practices are: a culture supporting innovation and co-creation; a strategy for consumer selection; a focus on qualitative research methods; and training in business creativity and relationship-building skills.
Service innovation has become a priority within the field of innovation management and is increasingly focused on the creation of memorable experiences that result in customer loyalty. Studies of experience design suggest individual service elements to be managed when staging an experience whereas conceptual models in the literature emphasize the holistic way in which an experience is perceived. In short, service experience is greater than the sum of its parts. Therefore, successful innovation management requires the ability to understand and measure the mechanisms by which service innovations impact customers' experiences. Our research addresses this need by identifying dimensions of service experience and developing a tool for their measurement. Using a systematic literature review, rigorous scale development, reduction and validation, we identify six dimensions of the service experience and develop scales to measure each one. This results in a model of service innovation that highlights the levers through which a company's service innovation efforts can result in memorable experiences and ultimately generate service success.
Urban mobility is one of the key aspects of urban planning and development. It plays an important role in the achievement of a resilient, inclusive and sustainable city. However, the complex interrelations of urban mobility, transportation and other city dimensions implies the need of an interdisciplinary approach to understand and plan it. In this brief paper, we discuss the social aspects of urban mobility and inequality and how it has been addressed in the literature. We also show different ways of gathering data relevant for the understanding of urban mobility, their sizes, scopes, and nature. Finally, we aim to promote an interdisciplinary debate based on our academic literature review about the relationship of urban mobility with social variables such as poverty.
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