Service development tools in action

Abstract

Service innovation is a key to productivity gains and competitiveness across industries. This paper presents two management tools that can assist businesses in developing a more systematic and effective service development process. Both of these tools focus on making optimal use of customer and user inputs during the service innovation process. They assist businesses in finding effective ways to integrate customers and users into a service development process and in working together with them during this new service development. Latest research has provided a starting point for the development of these management tools. Their practical applications have been developed together with businesses in connection with their ongoing service development projects. This has provided an effective way to test and validate research-based concepts and reference processes.