Abstract
Multiple companies may be involved in the development and
delivery of data-enabled industrial services, so the flow of knowledge between
companies is necessary and, yet, potentially problematic. The purpose of this
paper is to increase understanding of customer knowledge development for
data-enabled service innovations in the context of industrial services. We
investigate manufacturer’s and technology supplier’s approaches to customer
knowledge development on service innovations using a qualitative comparative
case study. Our findings reveal six categories of drivers and barriers to
developing customer knowledge: development priorities, customer service
experience, customer knowledge diffusion, customer knowledge creation
issues, organizational issues and inter-organizational issues. Two different
approaches are identified for customer knowledge development, relationship-led approach and value-led approach, depending on the actor’s position in the
supply chain. As managerial contribution our study suggests manufacturers to
utilize technology supplier’s complementary approach for customer knowledge
development to improve their service innovation processes.
delivery of data-enabled industrial services, so the flow of knowledge between
companies is necessary and, yet, potentially problematic. The purpose of this
paper is to increase understanding of customer knowledge development for
data-enabled service innovations in the context of industrial services. We
investigate manufacturer’s and technology supplier’s approaches to customer
knowledge development on service innovations using a qualitative comparative
case study. Our findings reveal six categories of drivers and barriers to
developing customer knowledge: development priorities, customer service
experience, customer knowledge diffusion, customer knowledge creation
issues, organizational issues and inter-organizational issues. Two different
approaches are identified for customer knowledge development, relationship-led approach and value-led approach, depending on the actor’s position in the
supply chain. As managerial contribution our study suggests manufacturers to
utilize technology supplier’s complementary approach for customer knowledge
development to improve their service innovation processes.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of XXXV ISPIM Innovation Conference |
| Subtitle of host publication | Local Innovation Ecosystems for Global Impact |
| Publisher | International Society for Professional Innovation Management ISPIM |
| Number of pages | 17 |
| ISBN (Electronic) | 978-952-65069-6-8 |
| Publication status | Published - 2024 |
| Publication type | B3 Article in conference proceedings |
| Event | ISPIM Innovation Conference - Tallinn, Estonia Duration: 9 Jun 2024 → 12 Jun 2024 |
Conference
| Conference | ISPIM Innovation Conference |
|---|---|
| Country/Territory | Estonia |
| City | Tallinn |
| Period | 9/06/24 → 12/06/24 |
Keywords
- data-enabled service innovation
- customer knowledge development
- industrial services
- technology suppliers
- multi-actor view
- Digital Service
- Digital Service Development
- digital service innovation
Access to Document
- Suppliers Developing Customer
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