Benefits of involving users in service innovation

Past research has demonstrated that industrial customers can, in effect, bring about product innovation among their suppliers. However, little seems to be known as to whether consumers are also potential inventors of new services. Presents results from an empirical study with the objective of exploring whether ordinary users can contribute novel service ideas regarding mobile telephony. An experimental approach was used to compare the characteristics of new services suggested by ordinary users with services suggested by professional developers. It was found that the service innovations suggested by the users were more creative and useful than those suggested by the professionals. On the other hand, the suggestions of the professionals were deemed easier to produce. Concludes with a discussion on the contributions and limitations of user involvement, wherein the organisational role of the users involved is discussed. Also makes a proposal regarding how to further investigate the potential of the user as a co‐worker in the innovation process.