The DOI matches its Crossref record; 44 of the 44 references it cites were found in a registry or an index.
Managing innovation through customer coproduced knowledge in electronic services: An exploratory study
Open accessAbstract
Marketing theory and practice both recognize the increasing importance of customer collaboration for service provision and innovation. As part of such customer collaboration, customers of electronic services coproduce knowledge in varying degrees. An evolving phenomenon, knowledge coproduction has yet to receive much research attention; we therefore conduct a qualitative study of the roles customers play in knowledge coproduction and their resultant influence on different innovation tasks from a service provider view. Data from three electronic service interaction channels, involving managers, engineers, and customers; case study findings; and an extensive literature review indicate the importance of knowledge coproduction by customers and its ability to improve different tasks substantially during innovation activities. The results show three different roles of customers in knowledge coproduction and explain comprehensively how each role impacts various innovation tasks.
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Cited by
Ordanini, A., & Parasuraman, A. (2011) · Journal of Service Research · doi:10.1177/1094670510385332 · Cited by 676
Shaw, G., Bailey, A., & Williams, A. (2011) · Tourism Management · doi:10.1016/j.tourman.2010.05.020 · Cited by 473
Bouschery, S. G., Blazevic, V., & Piller, F. T. (2023) · Journal of Product Innovation Management · doi:10.1111/jpim.12656 · Cited by 444
Self-citationInnovation and business success: The mediating role of customer participation
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Customer engagement behaviours in social media: Capturing innovation opportunities
Carlson, J., Rahman, M., Voola, R., & De Vries, N. (2018) · Journal of Services Marketing · doi:10.1108/jsm-02-2017-0059 · Cited by 345
Metadata
- Authors
- Blazevic, V., & Lievens, A.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2007-07-24
- Volume
- 36
- Issue
- 1
- Pages
- 138-151
- ISSN
- 0092-0703 (ISSN-L)
- 1552-7824
- OpenAlex
- W2120512490
- Cited by
- 286
- References
- 44
- FWCI
- 22.45
- Type
- journal article
- Language
- en
- Open access
- hybrid
- Licence
- creativecommons.org/licenses/by-nc/2.0 (tdm)
- creativecommons.org/licenses/by-nc/2.0 (vor)
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Data sources
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
