Customer Integration in New Product Development - a literature Review Concerning the Appropriateness of Different Customer Integration Methods to attain Customer Knowledge
Customer Integration in New Product Development - a literature Review Concerning the Appropriateness of Different Customer Integration Methods to attain Customer Knowledge
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新产品开发中的客户整合——关于不同客户整合方法获取客户知识的适当性的文献综述
DOI：
10.2139/ssrn.2485240
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发表时间：
2012
影响因子：
10.5
通讯作者：
U. Bretschneider
中科院分区：
文献类型：
--
作者：
Shkodran Zogaj;U. Bretschneider
在许多情况下，客户被视为新产品开发（NPD）的关键资源之一，因为他们通常拥有深厚的产品知识，以及通过定期使用产品获得的经验和创造力潜力。从知识管理的角度来看，顾客对新产品开发的投入表现为不同形式的知识。客户对NPD的输入通常反映了他们的需求和愿望（需求信息），但也可能代表了描述如何将想法转化为可销售产品的建议（解决方案信息），在某些情况下，它甚至会导致根本性的创新（前沿信息）。为了实现客户知识的内部化，从理论上讨论了不同的方法。然而，这些方法在将客户知识传递给企业方面的有效性和效率却鲜为人知。本研究通过系统的文献回顾，共确定了15种方法。通过对这些方法的系统分析，我们发现，有些方法中客户只是“被动地”参与到新产品开发中来，而有些方法则是“主动地”参与到客户整合中来。本研究表明，与被动整合客户的方法相比，主动整合客户的方法更适合在创新开发中获取客户知识。
In many instances, customers are seen as one of the key resources for new product development (NPD), as they often have deep product knowledge as well as experience and creativity potential gained by regular product usage. From knowledge management perspective, customers’ input to NPD is manifested in different forms of knowledge. Customers’ input to NPD typically reflects their needs and desires (need information) but may also represent suggestions describing how ideas can be transferred into marketable products (solution information), in some cases it even leads to radical innovations (leading edge information). In order to internalize customer knowledge, in theory different methods are discussed. However, little is known about these methods’ effectiveness and efficiency to transmit customers’ knowledge to firms. This research identifies a total of 15 methods with the help of a systematic literature review. By systematically analyzing these methods, we found that there are methods within which customers are involved only “passively” in NPD, as well as methods that enable a more “active” customer integration. This study exhibits that the methods which enable an active customer integration, compared to methods where customers are integrated only passively in NPD, are more suitable for attaining customer knowledge within innovation development.