Customer-Involvement in New Service Developments: Insights from Spanish Tourism Firms
This paper examines customer-involvement in service innovation developed by Spanish tourism firms. This is done on the basis of a broad array of management tools targeted at engaging customers in new service developments (NSD) in an effective and systematic way. A multiple case study is performed a...
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| Format: | Article |
|---|---|
| Language: | English |
| Published: |
Universidade de Santiago de Compostela
2019-07-01
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| Series: | Revista Galega de Economía |
| Online Access: | https://ojs3usc.devxercode.es/index.php/ubr/article/view/4011 |
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| collection | DOAJ |
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This paper examines customer-involvement in service innovation developed by Spanish tourism firms. This is done on the basis of a broad array of management tools targeted at engaging customers in new service developments (NSD) in an effective and systematic way. A multiple case study is performed across eight innovative tourism firms in Spain. Results show a limited awareness of formal customer-involvement methods. Some firms also underline how clients may lack the necessary knowledge to be co-participants of NSD. Innovation networks are highlighted as an important source of knowledge on new business opportunities.
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| format | Article |
| id | doaj-art-e8c4c05c1d384313ad110a123e0de987 |
| institution | OA Journals |
| issn | 1132-2799 2255-5951 |
| language | English |
| publishDate | 2019-07-01 |
| publisher | Universidade de Santiago de Compostela |
| record_format | Article |
| series | Revista Galega de Economía |
| spelling | doaj-art-e8c4c05c1d384313ad110a123e0de9872025-08-20T01:50:14ZengUniversidade de Santiago de CompostelaRevista Galega de Economía1132-27992255-59512019-07-01162Customer-Involvement in New Service Developments: Insights from Spanish Tourism Firms This paper examines customer-involvement in service innovation developed by Spanish tourism firms. This is done on the basis of a broad array of management tools targeted at engaging customers in new service developments (NSD) in an effective and systematic way. A multiple case study is performed across eight innovative tourism firms in Spain. Results show a limited awareness of formal customer-involvement methods. Some firms also underline how clients may lack the necessary knowledge to be co-participants of NSD. Innovation networks are highlighted as an important source of knowledge on new business opportunities. https://ojs3usc.devxercode.es/index.php/ubr/article/view/4011 |
| spellingShingle | Customer-Involvement in New Service Developments: Insights from Spanish Tourism Firms Revista Galega de Economía |
| title | Customer-Involvement in New Service Developments: Insights from Spanish Tourism Firms |
| title_full | Customer-Involvement in New Service Developments: Insights from Spanish Tourism Firms |
| title_fullStr | Customer-Involvement in New Service Developments: Insights from Spanish Tourism Firms |
| title_full_unstemmed | Customer-Involvement in New Service Developments: Insights from Spanish Tourism Firms |
| title_short | Customer-Involvement in New Service Developments: Insights from Spanish Tourism Firms |
| title_sort | customer involvement in new service developments insights from spanish tourism firms |
| url | https://ojs3usc.devxercode.es/index.php/ubr/article/view/4011 |