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Customers Involvement in Innovation and New Service Development: A study of the Third-party Logistics Industry
Linnaeus University, Faculty of Business, Economics and Design, Linnaeus School of Business and Economics.
Linnaeus University, Faculty of Business, Economics and Design, Linnaeus School of Business and Economics.
2011 (English)Independent thesis Basic level (degree of Bachelor), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Abstract

Today, almost every industry, including the third party logistics industry (3PL) is becoming highly competitive. This fierce competition among industrial rivalries is posing several threats, including the loosing market shares and profitability, which is a threat to the growth and survival of these industries. To survive in such a competitive arena, innovation and New service development has been seen as a “life jacket” that can be used to survive in this ocean of fierce competition.

 

The purpose of this thesis is to see if and how customers’ involvement in innovation and new service development is used to increase market shares and profitability within 3PL industry in Sweden.

 

When conducting a research about customers’ involvement in innovation and NSD, customer could be studied from different aspects including customers as a service user and customers as a resource (Generating ideas for innovation and new services). However, this paper has only used customers as a source of generating new ideas for innovation and NSD is the theoretical part of this paper. Primary data for this study was gathered by interviews with 13 company representatives of third-party logistics service providers.

 

Customer involvement has grate significance in successful innovation and development of new services as claimed by all 13 respondents. Through customer involvement high quality value is created for the customer enabling high satisfaction this. This turns to become customers’ loyalty to the company and thus, significantly contribute to the financial success, as a result of repeated purchase.

Place, publisher, year, edition, pages
2011. , p. 104
Series
Linnaeus University Dissertations
Keywords [en]
Customers involvement, New Service Development, Innovation
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:lnu:diva-17735OAI: oai:DiVA.org:lnu-17735DiVA, id: diva2:506301
Educational program
International Sales and Marketing, 180 credits
Presentation
, växjö (English)
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2012-03-06 Created: 2012-02-22 Last updated: 2012-03-06Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf