Journal ArticleDOI
Importance of customer involvement in service innovation and the role of total quality management
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In this article, the effect of customer involvement on service innovation in banking sector of Pakistan has been investigated and a literature-based study has been conducted to provide theoretical evidences for the relationship between customer involvement and service innovation.Abstract:
This study is an attempt to determine the effect of customer involvement on service innovation in banking sector of Pakistan. It assumes that the banks in Pakistan implement TQM practices for quality management. It includes various theoretical models to give direction towards understanding of relationship between customer involvement and service innovation. This literature based study provides theoretical evidences for the effect of customer involvement on service innovation. There is uncertainty about the validity and reliability of the results found. However, the literature shows significant effect of customer involvement on service innovation.read more
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Journal ArticleDOI
Shifting Innovation to Users via Toolkits
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TL;DR: In the traditional new product development process, manufacturers first explore user needs and then develop responsive products as discussed by the authors, however, the traditional approach is coming under increasing strain as user needs change more rapidly, and as firms increasingly seek to serve "markets of one."
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