Customer-Involvement in New Service DevelopmentsInsights from Spanish Tourism Firms

  1. Jorge Gallego 1
  2. Gisela di Meglio 1
  3. Juha Vänskä 2
  4. Luis Rubalcaba 3
  1. 1 Universidad Complutense de Madrid
    info

    Universidad Complutense de Madrid

    Madrid, España

    ROR 02p0gd045

  2. 2 University of Vaasa
    info

    University of Vaasa

    Vaasa, Finlandia

    ROR https://ror.org/03769b225

  3. 3 Universidad de Alcalá
    info

    Universidad de Alcalá

    Alcalá de Henares, España

    ROR https://ror.org/04pmn0e78

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Revista:
UCJC Business & Society Review

ISSN: 2659-3270

Año de publicación: 2019

Volumen: 16

Número: 2

Páginas: 82-97

Tipo: Artículo

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Otras publicaciones en: UCJC Business & Society Review

Resumen

Este artículo examina la participación del cliente en la innovación de servicios desarrollada por empresas españolas del sector turístico. Esto se lleva a cabo sobre la base de un amplio conjunto de herramientas de gestión dirigidas a involucrar a los clientes en el desarrollo de nuevos servicios (DNS) de una manera efectiva y sistemática. El análisis sigue un enfoque de estudio de caso múltiple en torno ocho empresas innovadoras de turismo en España. Los resultados muestran un conocimiento limitado de métodos formales para la integración de los clientes. Asimismo, algunas empresas subrayan cómo los clientes pueden carecer de los conocimientos necesarios para ser co-creadores en el DNS. Las redes de innovación se destacan como una importante fuente de conocimiento sobre nuevas oportunidades de negocio

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