Access the full text.
Sign up today, get DeepDyve free for 14 days.
J. Wind, V. Mahajan (1997)
Editorial: Issues and Opportunities in New Product Development: An Introduction to the Special IssueJournal of Marketing Research, 34
B. Ives, M. Olson (1984)
User Involvement and MIS Success: A Review of ResearchManagement Science, 30
J. Liker, P. Collins, F. Hull (1999)
Flexibility and standardization: test of a contingency model of product design–manufacturing integrationJournal of Product Innovation Management, 16
Ulrike Brentani, R. Cooper (1992)
Developing successful new financial services for businessesIndustrial Marketing Management, 21
J. Comer, B. Zirger (1997)
Building a supplier-customer relationship using joint new product development☆☆☆Industrial Marketing Management, 26
E. Mishler (1986)
Research Interviewing: Context and Narrative
Dorothy Leonard-Barton (1992)
Core capabilities and core rigidities: A paradox in managing new product development: Strategic Management Journal, 13, 111–125 (Summer 1992)Long Range Planning, 26
E. Hippel (1978)
Successful Industrial Products from Customer IdeasJournal of Marketing, 42
Susan Ciccantelli, J. Magidson (1993)
From experience: Consumer idealized design: Involving consumers in the product development processJournal of Product Innovation Management, 10
Angie Craig, S. Hart (1992)
Where to Now in New Product Development ResearchEuropean Journal of Marketing, 26
D. Henard, David Szymanski (2001)
Why Some New Products are More Successful than OthersJournal of Marketing Research, 38
E. Hippel (1978)
Successful Industrial Products from Customer Ideas: Presentation of a new customer-active paradigm with evidence and implications.Journal of Marketing, 42
Thomas Bonoma (1985)
Case Research in Marketing: Opportunities, Problems and ProcessJournal of Marketing Research, 12
Jeffery F. Durgee (1986)
Depth-Interview Techniques for Creative AdvertisingJournal of Advertising Research, 26
S. Edgett (1994)
The Traits of Successful New Service DevelopmentJournal of Services Marketing, 8
Marjorie Adams, G. Day, D. Dougherty (1998)
Enhancing New Product Development Performance: An Organizational Learning PerspectiveJournal of Product Innovation Management, 15
C. Perry (1998)
Processes of a case study methodology for postgraduate research in marketingEuropean Journal of Marketing, 32
H. Gatignon, J. Xuereb (1997)
Strategic Orientation of the Firm and New Product PerformanceJournal of Marketing Research, 34
J. Glass (1979)
Citizen participation in planning: the relationship between objectives and techniques.Journal of the American Planning Association. American Planning Association, 45 2
S. Kelley (1992)
Developing customer orientation among service employeesJournal of the Academy of Marketing Science, 20
C. Lovelock (1983)
Classifying Services to Gain Strategic Marketing InsightsJournal of Marketing, 47
Ulrike Brentani (1995)
New Industrial Service Development: Scenarios for Success and FailureJournal of Business Research, 32
Dan R. E. Thomas (1978)
Strategy Is Different in Service BusinessHarvard Business Review, 56
Shona Brown, K. Eisenhardt (1995)
PRODUCT DEVELOPMENT: PAST RESEARCH, PRESENT FINDINGS, AND FUTURE DIRECTIONSAcademy of Management Review, 20
Bernard Jaworski, Ajay Kohli (1993)
Market Orientation: Antecedents and ConsequencesJournal of Marketing, 57
E. Hippel (2001)
PERSPECTIVE: User toolkits for innovationJournal of Product Innovation Management, 18
David Kelly, C. Storey (2000)
New service development: initiation strategiesLibrary Consortium Management: An International Journal
E. Kessler, A. Chakrabarti (1999)
Speeding Up the Pace of New Product DevelopmentJournal of Product Innovation Management, 16
J. Wind, V. Mahajan (1997)
Issues and Opportunities in New Product Development: An Introduction to the Special IssueJournal of Marketing Research, 34
R. Yin (1984)
Case Study Research: Design and Methods
Dorothy Leonard-Barton (1992)
Core Capabilities and Core Rigidities: A Paradox in Managing New Product DevelopmentStrategic Management Journal, 13
David Kelly, Christopher Storey (2000)
New Service Development: Initiation StrategiesInternational Journal of Services Industry Management, 11
Gary Hamel, C. Prahalad (1994)
Competing for the Future
R. Dolan, J. Matthews (1993)
Maximizing the Utility of Customer Product Testing: Beta Test Design and ManagementJournal of Product Innovation Management, 10
W. Biemans (1991)
User and third-party involvement in developing medical equipment innovations☆Technovation, 11
Nirmalya Kumar, L. Stern, James Anderson (1993)
Conducting Interorganizational Research Using Key InformantsAcademy of Management Journal, 36
Terry Philpot (1994)
Listen Who Cares: User Involvement Is Part of the Rhetoric of Community CareCommunity Care, 14
Clayton Christensen, J. Bower (1996)
CUSTOMER POWER, STRATEGIC INVESTMENT, AND THE FAILURE OF LEADING FIRMSStrategic Management Journal, 17
G. Urban, J. Hauser, W. Qualls, B. Weinberg, J. Bohlmann, Roberta Chicos (1997)
Information Acceleration: Validation and Lessons from the FieldJournal of Marketing Research, 34
M. Montoya-Weiss, R. Calantone (1994)
Determinants of New Product Performance: A Review and Meta-AnalysisJournal of Product Innovation Management, 11
L. Phillips (1981)
Assessing Measurement Error in Key Informant Reports: A Methodological Note on Organizational Analysis in MarketingJournal of Marketing Research, 18
G. Barczak (1995)
New product strategy, structure, process, and performance in the telecommunications industryAquacultural Engineering
Christopher H. Lovelock (1983)
Classifying Services to Gain Strategic InsightJournal of Marketing, 47
R. McKenna (1999)
Real-time marketing
K. Atuahene-Gima (1996)
Differential potency of factors affecting innovation performance in manufacturing and services firms in AustraliaJournal of Product Innovation Management, 13
M. Reiman, L. Wein, Fangruo Chen, E. Hippel (1998)
Economics of Product Development by Users: the Impact of Sticky Local InformationManagement Science, 44
A. Griffin (1992)
Evaluating QFD's Use in US Firms as a Process for Developing ProductsJournal of Product Innovation Management, 9
M. Drumwright (1996)
Company Advertising with a Social Dimension: The Role of Noneconomic CriteriaJournal of Marketing, 60
Kathleen M. Eisenhardt (1989)
Building Theories From Case StudiesAcademy of Management Review, 14
B. Shaw (1985)
The Role of the Interaction between the User and the Manufacturer in Medical Equipment InnovationR & D Management, 15
E. Wilson, R. Vlosky (1997)
Partnering relationship activities: Building theory from case study researchJournal of Business Research, 39
Matti Kaulio (1998)
Customer, consumer and user involvement in product development: A framework and a review of selected methodsTotal Quality Management & Business Excellence, 9
K. Holt (1987)
User-oriented product innovation in theory and practiceTechnovation, 6
Kjell Gruner, Christian Homburg (2000)
Does Customer Interaction Enhance New Product SuccessJournal of Business Research, 49
C. Katsikeas, L. Leonidou, Neil Morgan (2000)
Firm-level export performance assessment: Review, evaluation, and developmentJournal of the Academy of Marketing Science, 28
C. Voss (1985)
The role of users in the development of applications softwareJournal of Product Innovation Management, 2
Arvind Parkhe (1993)
“Messy” Research, Methodological Predispositions, and Theory Development in International Joint VenturesAcademy of Management Review, 18
T. Bonoma (1985)
Case Research in Marketing: Opportunities, Problems, and a ProcessJournal of Marketing Research, 22
S. Parkinson (1982)
The Role of the User in Successful New Product DevelopmentR & D Management, 12
G. Shostack (1977)
Breaking Free from Product MarketingJournal of Marketing, 41
A. Tomes, Peter Armstrong, Murray Clark (1996)
User groups in action: The management of user inputs in the NPD processTechnovation, 16
E. Hippel (2001)
User toolkits for innovationJournal of Product Innovation Management, 18
Rohit Deshpandé, J. Farley, F. Webster (1993)
Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad AnalysisJournal of Marketing, 57
M. Bowers (1989)
Developing New Services: Improving the Process Makes it BetterJournal of Services Marketing, 3
Susan Ciccantelli, J. Magidson (1993)
Consumer Idealized Design: Involving Consumers in the Product Development ProcessJournal of Product Innovation Management, 10
Dorothy Leonard-Barton (1990)
A Dual Methodology for Case Studies: Synergistic Use of a Longitudinal Single Site with Replicated Multiple SitesOrganization Science, 1
C. Storey, C. Easingwood (1996)
Determinants of new product performance: A study in the financial services sectorInternational Journal of Service Industry Management, 7
S. Slater, John Narver (1994)
Does Competitive Environment Moderate the Market Orientation-Performance Relationship?:Journal of Marketing, 58
E. Scheuing, Eugene Johnson (1989)
A Proposed Model for New Service DevelopmentJournal of Services Marketing, 3
E. Hippel (1993)
The dominant role of users in the scientific instrument innovation processResearch Policy, 22
R. Cooper (1999)
THE INVISIBLE SUCCESS FACTORS IN PRODUCT INNOVATIONJournal of Product Innovation Management, 16
R. Achrol (1997)
Changes in the Theory of Interorganizational Relations in Marketing: Toward a Network Paradigm:Journal of the Academy of Marketing Science, 25
Eric von Hippel, Stefan Thomke, Mary Sonnack (1999)
Creating Break-throughs at 3MHarvard Business Review, September–October
R. Cooper (1999)
From Experience: The invisible success factors in product innovationJournal of Product Innovation Management, 16
Lynn W. Phillips (1981)
Assessing Measurement Error in Key Informants Report: A Methodological Note on Organizational Analysis in MarketingJournal of Marketing Research, 18
C. Ennew (1996)
Good and bad customers: the benefits of participating in the banking relationshipInternational Journal of Bank Marketing, 14
Jon Sundbo (1997)
Management of Innovation in ServicesService Industries Journal, 17
A. Johne, C. Storey (1998)
New service development: a review of the literature and annotated bibliographyEuropean Journal of Marketing, 32
R. Money, M. Gilly, J. Graham (1998)
Explorations of National Culture and Word-of-Mouth Referral Behavior in the Purchase of Industrial Services in the United States and JapanJournal of Marketing, 62
Jill Welch, M. Patton (1992)
Qualitative evaluation and research methodsThe Modern Language Journal, 76
Due to major structural changes in the service sector, many service managers are recognizing the need to continually develop new services that are timely and responsive to user needs. Thus, user input and involvement in new service development are an important area of inquiry. Although there has been a resurgence of academic and practitioner interest in new service development, there is a dearth of research on how users are involved in new service development. This study first combines insights from extant literature and exploratory interviews with practitioners to identify four key elements of user involvement, including objectives, stages, intensity, and modes of involvement, and then investigates these four elements in 12 service firms. Based on the findings, the author develops an inventory of activities that needs to be carried out in involving users in a new service development project.
Journal of the Academy of Marketing Science – Springer Journals
Published: Jun 1, 2002
Keywords: Service Development; Service Firm; User Involvement; Tangible Product; Service Delivery Process
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.