Absorbing Customer Knowledge: How Customer Involvement Enables Service Design Success

Customers are a knowledge resource outside of the firm that can be utilized for new service success by involving them in the design process. However, existing research on the impact of customer involvement (CI) is inconclusive. Knowledge about customers’ needs and on how best to serve these needs (a...

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Bibliographic Details
Published in:Journal of service research : JSR 2018-02, Vol.21 (1), p.101-118
Main Authors: Storey, Chris, Larbig, Christine
Format: Article
Language:English
Subjects:
Assimilation
Customer services
Knowledge
Marketing
Success
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