Knowledge sourcing from customers in new financial service development

De Smet, D, Mention, A-L and Torkkeli, M 2016, 'Knowledge sourcing from customers in new financial service development', International Journal of Technology Marketing, vol. 11, no. 2, pp. 1-217.


Document type: Journal Article
Collection: Journal Articles

Title Knowledge sourcing from customers in new financial service development
Author(s) De Smet, D
Mention, A-L
Torkkeli, M
Year 2016
Journal name International Journal of Technology Marketing
Volume number 11
Issue number 2
Start page 1
End page 217
Total pages 217
Publisher Inderscience
Abstract The involvement of customers for new service developments is an area that receives considerable research attention, yet its exact outcomes and process are found to be ambiguous. Therefore different contexts should be studied to capture the multifaceted nature of service innovations. This research focuses on the results of a survey in an international financial services setting. This survey was distributed among the members of the leading professional association for financial services. The obtained dataset was studied by using qualitative comparative analysis (QCA) and descriptive statistics in order to explore customer involvement and facilitate the emergence of research propositions and recommendations in this setting. The companys actual pool of customers influences the composition of its service offer (i.e., its core services, supplementary services and service delivery). The presence of a specific customer type was found necessary and sufficient as a condition for achieving core service innovations within the context of international financial services.
Subject Innovation and Technology Management
Keyword(s) customer involvement
service innovation
new service development
financial services
knowledge sourcing
financial service development
core services
supplementary services
service delivery
customer types
DOI - identifier 10.1504/IJTMKT.2016.075685
Copyright notice Copyright © 2017 Inderscience Enterprises Ltd
ISSN 1741-878X
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