Managing innovation through customer coproduced knowledge in electronic services: An exploratory study

Journal of the Academy of Marketing Science

Volumn 36, Issue 1, 2008, Pages 138-151

  Blazevic, Vera ^a   Lievens, Annouk ^b  

^a MAASTRICHT UNIVERSITY   (Netherlands)

^b UNIVERSITY OF ANTWERP   (Belgium)

Author keywords

Customer collaboration; Innovation; Knowledge creation

Indexed keywords

EID: 58049129202     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-007-0064-y     Document Type: Article

References (39)

1. Alam, I. (2002). An exploratory investigation of user involvement in new service development. Journal of the Academy of Marketing Science, 30(3), 250-261.
2. Aubert-Gamet, V. (1997). Twisting servicescapes: Diversion of the physical environment in a re-appropriation process. International Journal of Service Industry Management, 8(1), 26-41.
3. Bagozzi, R. P., & Dholakia, U. M. (2006). Antecedents and purchase consequences of customer participation in small group brand communities. International Journal of Research in Marketing, 23(1), 45-61.
4. Bendapudi, N., & Leone, R. P. (2003). Psychological implications of customer participation in co-production. Journal of Marketing, 67, 14-28. (January).
5. Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.
6. Bitner, M. J., Faranda, W. T., Hubbert, A. R., & Zeithaml, V. A. (1997). Customer contributions and roles in service delivery. International Journal of Service Industry Management, 8(3), 193-205.
7. Bowers, M. R., Martin, C. L., & Luker, A. (1990). Trading places: Employees as customers, customers as employees. Journal of Services Marketing, 4(2), 55-69.
8. Brown, J. S., & Duguid, P. (1991). Organizational learning and communities of practice: Toward a unified view of working, learning and innovation. Organization Science, 2(1), 40-57.
9. Dabholkar, P. A., & Bagozzi, R. P. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184-201.
10. Dolan, R. J., & Matthews, J. M. (1993). Maximizing the utility of customer product testing: beta test design and management. Journal of Product Innovation Management, 10(4), 318-330.
11. Glaser, B. G., & Strauss, A. L. (1967). The discovery of grounded theory: Strategies for qualitative research. Hawthorne, NY: Aldine de Gruyter.
12. Gruen, T. W., Summers, J. O., & Acito, F. (2000). Relationship marketing activities, commitment, and membership behaviors in professional associations. Journal of Marketing, 64(3), 34-49.
13. Holsti, O. R. (1969). Content analysis for the social sciences and humanities. Reading, MA: Addison-Wesley.
14. Jeppesen, L. B., & Frederiksen, L. (2006). Why do users contribute to firm-hosted user communities? The case of computer-controlled music instruments. Organization Science, 17(1), 45-63.
15. Kelley, S. W., Donnelly Jr., J. H., & Skinner, S. J. (1990). Customer participation in service production and delivery. Journal of Retailing, 66(3), 315-335.
16. Lengnick-Hall, C. A. (1996). Customer contributions to quality: A different view of the customer-oriented firm. Academy of Management Review, 21(3), 791-824.
17. Lilien, G. L., Morrison, P. D., Searls, K., Sonnack M., & von Hippel, E. (2002). Performance assessment of the lead user idea-generation process for new product development. Management Science, 48(8), 1042-1059.
18. Lovelock, C. H., & Young, R. F. (1979). Look to consumers to increase productivity. Harvard Business Review, 57/3, 168-178. (May/June).
19. Lusch, R. F., & Vargo, S. L. (2006). Service-dominant logic: Reactions, reflections, and refinements. Marketing Theory, 6(3), 281-288.
20. Lusch, R. F., Vargo, S. L., & O'Brien, M. (2007). Competing through service: Insights from service-dominant logic. Journal of Retailing, 83(1).
21. McLure Wasko, M., & Faraj, S. (2000). It is what one does: Why people participate and help others in electronic communities of practice. Journal of Strategic Information Systems, 9(2-3), 155-173.
22. Meuter, M. L., Ostrom, A. L, Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
23. Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61-83.
24. Miles, M. B., & Huberman, A. M. (1994). Qualitative data analyses. Thousand Oaks, CA: Sage Publications.
25. Nambisan, S. (2002). Designing virtual customer environments for new product development: Towards a theory. Academy of Management Review, 27(3), 392-413.
26. Prahalad, C. K., & Ramaswamy, V. (2004). The future of competition: Co-creating unique value with customers. Boston: Harvard Business School Press.
27. Prahalad, C. K., & Ramaswamy, V. (2003). The new frontier of experience innovation. Sloan Management Review, 12-18. (Summer).
28. Roth, A. V., & Jackson III, W. E. (1995). Strategic determinants of service quality and performance: Evidence from the banking industry. Management Science, 41(11), 1720-1733.
29. Sawhney, M., & Prandelli, E. (2000). Communities of creation: Managing distributed innovation in turbulent markets. California Management Review, 42(4), 24-54.
30. Sheth, J. N., Sisodia, R. S., & Sharma, A. (2000). The antecedents and consequences of customer-centric marketing. Journal of the Academy of Marketing Science, 28(1), 55-66.
31. Sismeiro, C., & Bucklin, R. E. (2004). Modeling purchase behavior at an e-commerce web site: A task-completion approach. Journal of Marketing Research (JMR), 41(3), 306-323.
32. Slotegraaf, R. J., Moorman, C., & Inman, J. (2003). The role of firm resources in returns to market deployment. Journal of Marketing Research, 40(3): 295-309.
33. Spiggle, S. (1994). Analysis and interpretation of qualitative data in consumer research. Journal of Consumer Research, 21, 491-503. (December).
34. Urban, G. L., & Hauser, J. R. (2004). Listening in to find and explore new combinations of customer needs. Journal of Marketing, 68, 72-87. (April).
35. Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1-17. (January).
36. von Hippel, E. (1986). Lead users: A source of novel product concepts. Management Science, 32(7), 791-805.
37. von Hippel, E., & Katz, R. (2002). Shifting innovation to users via toolkits. Management Science, 48(7), 821-833.
38. Yadav, M. S., Prabhu, J. C., & Chandy, R. (2007). Managing the future: CEO attention and innovation outcomes. Journal of Marketing, 71(4).
39. Yin, R. K. (1994). Case study research: Design and methods. Thousand Oaks: Sage Publications.