Resumen de Effects of involving lead-users and close-customers in new service development.

Pilar Carbonell Foulquié, Ana Isabel Rodríguez Escudero, Ashish Pujari

• Customer involvement in service innovation is defined as those processes, deeds and interactions where a service provider collaborates with current (or potential) customers at the project level to develop new services. The present study combines research on lead-user, creativity, organizational learning, and social network to explore the effects of involving two types of customers —lead-users and closecustomers— on four dimensions of new service performance. The frame consisted of 807 service firms with 75 or more employees in various industries. Of the original surveys mailed, a total of 102 completed questionnaires were received.

  Path analysis will used to test the model proposed.