Customer-involvement in new service developments: Insights from Spanish tourism firms
Gallego, Jorge; di Meglio, Gisela; Vänskä, Juha; Rubalcaba, Luis (2019-07-01)
di Meglio, Gisela
Universidad Camilo José Cela
Julkaisun pysyvä osoite on
This paper examines customer-involvement in service innovation developed by Spanish tourism firms. This is done on the basis of a broad array of management tools targeted at engaging customers in new service developments (NSD) in an effective and systematic way. A multiple case study is performed across eight innovative tourism firms in Spain. Results show a limited awareness of formal customer-involvement methods. Some firms also underline how clients may lack the necessary knowledge to be co-participants of NSD. Innovation networks are highlighted as an important source of knowledge on new business opportunities.
- Artikkelit