Managing innovation through customer coproduced knowledge in electronic services: An exploratory study

Abstract

Marketing theory and practice both recognize the increasing importance of customer collaboration for service provision and innovation. As part of such customer collaboration, customers of electronic services coproduce knowledge in varying degrees. An evolving phenomenon, knowledge coproduction has yet to receive much research attention; we therefore conduct a qualitative study of the roles customers play in knowledge coproduction and their resultant influence on different innovation tasks from a service provider view. Data from three electronic service interaction channels, involving managers, engineers, and customers; case study findings; and an extensive literature review indicate the importance of knowledge coproduction by customers and its ability to improve different tasks substantially during innovation activities. The results show three different roles of customers in knowledge coproduction and explain comprehensively how each role impacts various innovation tasks.

Aspects of service-dominant logic and its implications for tourism management: Examples from the hotel industry

“…This in turn relates to ideas of connectivity which makes "the market system more timely and quick" to respond to changes (Lush et.al 2007: 10). The increased importance of the digital economy based around the web and high speed connections has led to "an unprecedented number of touch-points between the firm and end-consumer" (Etgar 2008: 99;Blazevic and Lievens 2008). These ideas relate to the third proposition of S-D Logic (table1) which also raises the importance of information technology in providing increased competitive opportunities through co-creation of value and coproduction (see also proposition four in table 1).…”

Electronic interaction research 1988 – 2012 through the lens of the Bled eConference

“…Some authors have used it as a general descriptor (e.g. Gates 1999), and others have applied it within specific contexts such as Business-to-Business (B2B) and Inter-Organisational Systems (IOS) (Cunningham and Tynan 1993;Grilo et al 1996;Allen et al 2000;Lucas 2002), and in marketing (Watson et al 2000;Blazevic and Lievens 2008). We use the term in a less restrictive fashion even than, for example, Grilo et al, in that the interactions do not need to be between organisations.…”

Multiple stakeholders's co-creation process in new product development: an exploratory analysis

“…Bonsu and A. Darmody [10], Barilla, examined by A. Bujor and S. Avasilcăi [11], IBM assessed by V. Blazevic and A. Lievens, [12], etc.…”