This book demonstrates pioneering work on user-based service innovation using an analytical framework. Three main fields are analysed: user-based innovation in knowledge-intensive business service, user-based innovation in public services, and models and methods for structuring user-based innovation.

Contents: Preface 1. Introduction Jon Sundbo and Marja Toivonen PART I: USER-BASED PERSPECTIVES ON UNDERSTANDING OF SERVICE INNOVATION – THEORETICAL AND PRINCIPAL DISCUSSION 2. Bricolage as a Way to Make Use of Input from Users Lars Fuglsang 3. ‘Othering’ in Service Encounters: How a Professional Mindset Can Hinder User Innovation in Services Donna Sundbo 4. Extended Value Chain Innovation: An Actor Network Theory Approach to Innovation at the Interface between the Service and Other Economic Sectors Jon Sundbo PART II: USER-BASED INNOVATION IN KNOWLEDGE-INTENSIVE BUSINESS SERVICES (KIBS) AND INDUSTRIAL SERVICES 5. KIBS and their Users as Co-creators of Breakthrough Innovation Hanne Westh Nicolajsen and Ada Scupola 6. The Business Model as a Tool in the User-based Development of Services: A Case Study of an Internationalizing KIBS Otto Mäkelä and Mikko Lehtonen 7. Innovation Strategy in the Indian IT Service Industry: User Centred Issues on Innovation Markus Holzweber, Jan Mattsson, Doren Chadee and Revti Raman 8. Users as a Development Driver in Manufacturing: The Case of ‘Reverse’ Servitization Taija Turunen PART III: USER-BASED INNOVATION IN THE PUBLIC SECTOR 9. Understandings of ‘Users’ and ‘Innovation’ in a Public Sector Context Luise Li Langergaard 10. Multiple Voices of the User in Public Sector Services Mikko Lehtonen and Tiina Tuominen 11. Bringing the Employee Back In: Integrating User-driven and Employee-driven Innovation in the Public Sector Mervi Hasu, Eveliina Saari and Tuuli Mattelmäki PART IV: MODELS AND METHODS STRUCTURING USER-BASED SERVICE INNOVATION – PRACTICAL ISSUES, MODELS AND METHODS 12. Service Innovation as an Experience: Differences between Employee and User Narratives Anu Helkkula and Mari Holopainen 13. User-based Service Innovation Including a Futures Perspective: A Case Study with Four Methods Mari Holopainen and Pia Helminen 14. Inducing User-driven Innovation in Tourism: An Experimental Approach Flemming Sørensen 15. Co-innovation for Profitability Hanna Kostama and Marja Toivonen 16. Towards User-based Productization in Services Katriina Valminen and Marja Toivonen Index