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The role of customer knowledge development for incremental and radical service innovation in servitized manufacturers

机译：客户知识开发对服务制造商的渐进式和根本性服务创新的作用

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摘要

Service innovation is a key driver of service infusion for manufacturers. Although service innovation is widely researched for service firms, it is less explored for service infusion in manufacturers. Existing research about service infusion considers developing customer knowledge in sales and service delivery, but there is scarce research about how manufacturers develop customer knowledge during new service development (NSD). This study investigates customer knowledge development within manufacturers and considers how it differs between the development of incremental and radical service innovations. A study was undertaken with 239 European manufacturers which revealed multiple drivers of customer knowledge development, service innovation performance, and firm performance. Developing incremental service innovations are more successful when customers participate in NSD teams while developing radical service innovations leads manufacturers to higher firm performance.
机译：服务创新是制造商注入服务的关键驱动力。尽管服务创新已经为服务公司进行了广泛的研究，但很少将其用于制造商的服务注入。现有的有关服务注入的研究考虑在销售和服务交付中发展客户知识，但是关于制造商在新服务开发（NSD）期间如何发展客户知识的研究很少。这项研究调查了制造商内部客户知识的发展，并考虑了增量和根本服务创新的发展之间的区别。对239个欧洲制造商进行了一项研究，揭示了客户知识开发，服务创新绩效和企业绩效的多个驱动因素。当客户加入NSD团队时，开发增量式服务创新会更加成功，而开发激进的服务创新则可以使制造商提高公司绩效。

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