Service provider-customer interactions: key to success of innovative services
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Hamburg: Technische Universität Hamburg-Harburg, 2005. (Working paper//Technologie-und Innovationsmanagement; No. 30).
Research output: Working paper › Working papers
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TY - UNPB
T1 - Service provider-customer interactions: key to success of innovative services
AU - Hoffmann, Antje
AU - Herstatt, Cornelius
PY - 2005/8
Y1 - 2005/8
N2 - The majority of service providers have recognized the need to develop innovative services thatmeet sophisticated customer needs on time. Because of structural changes in the market, risingcosts and shorter lifecycles of services and technologies this has become a more demanding taskthan ever before. Most of the existing research focuses on the development of products ratherthan services. However, research in service related innovation activities is highly rewarding, asthe service market is about to become a dominant factor of economic development.The objective of this paper is to provide an overview of the current state of interaction researchwith special focus on service marketing and service purchasing processes. A short presentationof the most important theoretical results and findings from empirical studies will be given.Furthermore, we will present results from our own case study investigating the IT Serviceindustry. In this context, we have identified three different approaches of successfulinteractions between service providers and potential buyers during marketing and purchasingprocesses with innovative results. We will describe these approaches, show their similaritiesand differences and as a result, provide recommendations for the service industry and potentialbuyers.
AB - The majority of service providers have recognized the need to develop innovative services thatmeet sophisticated customer needs on time. Because of structural changes in the market, risingcosts and shorter lifecycles of services and technologies this has become a more demanding taskthan ever before. Most of the existing research focuses on the development of products ratherthan services. However, research in service related innovation activities is highly rewarding, asthe service market is about to become a dominant factor of economic development.The objective of this paper is to provide an overview of the current state of interaction researchwith special focus on service marketing and service purchasing processes. A short presentationof the most important theoretical results and findings from empirical studies will be given.Furthermore, we will present results from our own case study investigating the IT Serviceindustry. In this context, we have identified three different approaches of successfulinteractions between service providers and potential buyers during marketing and purchasingprocesses with innovative results. We will describe these approaches, show their similaritiesand differences and as a result, provide recommendations for the service industry and potentialbuyers.
KW - Management studies
M3 - Working papers
T3 - Working paper//Technologie-und Innovationsmanagement
BT - Service provider-customer interactions: key to success of innovative services
PB - Technische Universität Hamburg-Harburg
CY - Hamburg
ER -