Involving Customers in the Service Innovation Process

  • Marja Toivonen
  • Mari Holopainen
  • Tiina Tuominen
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


This chapter examines practices of involving customers in the service innovation process. Even though customer-centric views are increasingly gaining ground in the literature, there is not much research into the organisation of innovation processes in which customers actually participate. In this chapter we describe an action-research project where we, together with a case company, developed and tested several methods for customer participation. The company is a medium-sized Finnish insurance company which has developed several incremental service innovations during recent years. As the next step it wanted to adopt a systematic, genuinely customer-oriented innovation model.


Innovation Process Innovation Model Customer Orientation Service Innovation Insurance Product 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Science+Business Media New York 2012

Authors and Affiliations

  • Marja Toivonen
    • 1
  • Mari Holopainen
    • 2
  • Tiina Tuominen
    • 2
  1. 1.VTT Technical Research Centre of FinlandVTTFinland
  2. 2.BIT Research Centre, Aalto UniversityAaltoFinland

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