In this article, we investigate to what extent research libraries involve users in services innovation and
what are these user roles. By drawing on earlier research on innovation, new product development and new
service development we look at the theoretical possibilities for drawing on users in service innovation.
Results from a case study show that libraries are making some attempts to draw on users in service
innovations. We found that the library involves users in three ways:" customer as user", however mainly in
an indirect form;" customers as a resource" and "customer as co-creator; the latter is though at an infant
stage. The main conclusion is that there are unexplored possibilities for user involvement in service
innovations in research libraries. The explanation seems to rest on a conservative view from the library on
user's visions and the methods in use for approaching and revealing user input.
|Proceedings of the First International Conference on Services Science and Innovation
|Udgivet - 2009