Investigating The Role Of Customers In Service Innovation

Ada Scupola, Hanne Westh Nicolajsen, Morten Falch

Research output: Conference Article in Proceeding or Book/Report chapterArticle in proceedingsResearchpeer-review


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.

Original languageEnglish
Title of host publicationProceedings of the First International Conference on Services Science and Innovation
Number of pages12
Publication date2009
Publication statusPublished - 2009


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