New service development by manufacturing firms: Effects of customer participation under environmental contingencies

被引：38

作者：

Morgan, Todd ^{[1
]}

Anokhin, Sergey Alexander ^{[2
]}

Wincent, Joakim ^{[3
,4
]}

机构：

[1] Western Michigan Univ, Haworth Coll Business, Dept Management, 600 Marion Ave, Kalamazoo, MI 49006 USA

[2] St Cloud State Univ, Herberger Business Sch, Dept Management & Entrepreneurship, 720 4th Ave S, St Cloud, MN 56301 USA

[3] Lulea Univ Technol, SE-97187 Lulea, Sweden

[4] Hanken Sch Econ, FI-00101 Helsinki, Finland

来源：

JOURNAL OF BUSINESS RESEARCH | 2019年 / 104卷

关键词：

New service development; Servitization; Open innovation; Customer participation; Competitive intensity; Customer needs; Service innovation; RESEARCH-AND-DEVELOPMENT; MARKET ORIENTATION; PRODUCT DEVELOPMENT; ENTREPRENEURIAL ORIENTATION; DYNAMIC CAPABILITIES; FINANCIAL SERVICES; MODERATING ROLES; PERFORMANCE; INNOVATION; SERVITIZATION;

D O I：

10.1016/j.jbusres.2019.06.017

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

By bridging strategy, innovation, servitization, and new service development literatures, this study suggests that customer participation enhances the effectiveness of new service development strategies. The effects are particularly pronounced in the environments characterized by low competitive intensity and high complexity of customer needs. Empirical evidence is obtained from a sample of 226 large manufacturing firms with respondents representing service, functional, and general management. The results are the first to support the importance of customer participation in the new service development context. While largely consistent with the new product development research, they offer novel insights into the role of environmental contingencies in harnessing the input of customers in the new service development process for the benefit of the firm.

引用

页码：497 / 505

页数：9

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