| Revista: | Journal of technology management & innovation |
| Base de datos: | CLASE |
| Número de sistema: | 000404226 |
| ISSN: | 0718-2724 |
| Autores: | Straub, Tim1 Kohler, Marc1 Hottum, Peter1 Arrass, Volker1 Welter, Dennis1 |
| Instituciones: | 1Karlsruhe Institute of Technology, Karlsruhe, Baden-Wurttemberg. Alemania |
| Año: | 2013 |
| Volumen: | 8 |
| Número: | 3 |
| Paginación: | 25-33 |
| País: | Chile |
| Idioma: | Inglés |
| Tipo de documento: | Artículo |
| Enfoque: | Analítico, descriptivo |
| Resumen en inglés | Prominent industry projects, as well as an extensive literature suggest the importance of customer integration for companies' innovation success. This appears to be especially true for service firms, which inherently build on customer interaction. Despite this appreciation of the approach, there are comparably few empirical analyses of the positive and negative effects of customer integration. In this exploratory study, we build on established customer role concepts to study the status quo of customer integration in industry, as well as reservations against the roles and negative experiences from customer integration projects. The study reveals a gap between reservations and actual negative experiences in losing know-how, as well as a positive effect of experience in customer integration on perceived benefits for the company |
| Disciplinas: | Administración y contaduría |
| Palabras clave: | Administración de instituciones, Clientes, Innovación, Servicio, Satisfacción del cliente |
| Texto completo: | Texto completo (Ver HTML) |
