|
Antecedents and consequences of leveraging customer complaints in new product development
Polthier, Andreas
;
Kuester, Sabine
;
Janda, Sergej von
|
URL:
|
http://proceedings.emac-online.org/index.cfm?abstr...
|
|
Dokumenttyp:
|
Konferenzveröffentlichung
|
|
Erscheinungsjahr:
|
2020
|
|
Buchtitel:
|
49th EMAC Annual Conference 2020 : 26-29 May 2020, Corvinus University of Budapest, Hungary, [proceedings]
|
|
Seitenbereich:
|
Article 62525
|
|
Veranstaltungstitel:
|
49th EMAC Annual Conference 2020 (conference canceled)
|
|
Veranstaltungsort:
|
Budapest, Hungary
|
|
Veranstaltungsdatum:
|
canceled
|
|
Ort der Veröffentlichung:
|
Budapest
|
|
Verlag:
|
European Marketing Academy
|
|
Sprache der Veröffentlichung:
|
Englisch
|
|
Einrichtung:
|
Fakultät für Betriebswirtschaftslehre > Marketing & Innovation (Kuester 2005-)
|
|
Fachgebiet:
|
330 Wirtschaft
|
|
Abstract:
|
Open innovation research shows the value of integrating customers in new product
develop-ment. This research largely focuses on lead users, but little attention has been
devoted to com-plaining customers. To address this gap, we explore antecedents and
effects of customer com-plaint integration in new product development. Applying the
knowledge-based view, this study investigates the influence of company structure on
the extent of customer complaint integration and, ultimately, new product success. We
posit that a company’s error manage-ment culture moderates the relationship between
structure and customer complaint integration. We conduct a dual informant survey,
targeting customer service managers and R&D manag-ers. This study adds to the field
of open innovation by focusing on the neglected group of complainants to provide
important implications for managers seeking to leverage the innova-tive potential of
customer complaints.
|
|
Zusätzliche Informationen:
|
Online-Ressource
|
 | Dieser Eintrag ist Teil der Universitätsbibliographie. |
 Suche Autoren in
BASE:
Polthier, Andreas
;
Kuester, Sabine
;
Janda, Sergej von
Google Scholar:
Polthier, Andreas
;
Kuester, Sabine
;
Janda, Sergej von
ORCID:
Polthier, Andreas, Kuester, Sabine  ORCID: https://orcid.org/0000-0003-0985-2288 and Janda, Sergej von ORCID: https://orcid.org/0000-0003-1183-429X
Sie haben einen Fehler gefunden? Teilen Sie uns Ihren Korrekturwunsch bitte hier mit: E-Mail
Actions (login required)
 |
Eintrag anzeigen |
|
|
