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Involving customers in innovation: knowledgability and agency as process variables

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Article number0083
<mark>Journal publication date</mark>5/03/2018
<mark>Journal</mark>Journal of Business and Industrial Marketing
Issue number2
Volume33
Number of pages9
Pages (from-to)164-173
Publication StatusPublished
Early online date10/01/18
<mark>Original language</mark>English

Abstract

Recent research places an increased emphasis on the inclusion of the customer in value creation, learning and innovation processes; yet, there remains a gap in the understanding of just how such customer involvement may work. This paper aims to address this gap by examining two aspects of customer involvement – their knowledgeability and their agency. In addition, three boundaries (semantic, syntactic and pragmatic) across which relationship development occurs and which may facilitate and/or inhibit value co-creation, collaborative learning and innovation processes have been explored.

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This article is (c) Emerald Group Publishing and permission has been granted for this version to appear here. Emerald does not grant permission for this article to be further copied/distributed or hosted elsewhere without the express permission from Emerald Group Publishing Limited.