Customer-Involvement in New Service Developments: Insights from Spanish Tourism Firms

• Jorge Gallego ^[1] ; Gisela di Meglio ^[1] ; Juha Vänskä ^[2] ; Luis Rubalcaba ^[3]
  1. [1] Universidad Complutense de Madrid

     Universidad Complutense de Madrid

     Madrid, España

     
  2. [2] University of Vaasa

     University of Vaasa

     Vaasa, Finlandia

     
  3. [3] Universidad de Alcalá

     Universidad de Alcalá

     Alcalá de Henares, España

     

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• Localización: UCJC Business & Society Review, ISSN-e 2659-3270, Vol. 16, Nº. 2, 2019, págs. 82-97
• Idioma: inglés
• Títulos paralelos:
  • La implicación del cliente en el desarrollo de nuevos servicios: lecciones de las empresas turísticas españolas
• Enlaces
  • Texto completo
• Resumen
  • español

    Este artículo examina la participación del cliente en la innovación de servicios desarrollada por empresas españolas del sector turístico. Esto se lleva a cabo sobre la base de un amplio conjunto de herramientas de gestión dirigidas a involucrar a los clientes en el desarrollo de nuevos servicios (DNS) de una manera efectiva y sistemática. El análisis sigue un enfoque de estudio de caso múltiple en torno ocho empresas innovadoras de turismo en España. Los resultados muestran un conocimiento limitado de métodos formales para la integración de los clientes. Asimismo, algunas empresas subrayan cómo los clientes pueden carecer de los conocimientos necesarios para ser co-creadores en el DNS. Las redes de innovación se destacan como una importante fuente de conocimiento sobre nuevas oportunidades de negocio

  • English

    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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