User involvement in business-to-business operational service innovation.

Giulia Nardelli, Ada Scupola

Research output: Chapter in Book/Report/Conference proceedingBook chapterResearchpeer-review


This chapter investigates and conceptualizes user involvement in business-to-business service innovations as well as the tools that are used to support interactions in such a service innovation process. In so doing, this study offers rich and detailed insights into the complexity of user involvement and supporting tools in business-to-business service innovations. The chapter is built on a qualitative research study in a specific type of business-to-business operational services, facility management services. The results from this study indicate that, in this context, the involvement of users is variable depending on the offered services as well as on the specific role that users play with regard to the service being innovated. This is due to the different needs and expectations that users have with respect to such service innovation.
Original languageEnglish
Title of host publicationServices, experiences and innovation : Integrating and Extending Research
EditorsAda Scupola, Lars Fuglsang
PublisherEdward Elgar Publishing
Publication date2018
ISBN (Electronic)9781788114295
Publication statusPublished - 2018


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