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Consumer acceptance in new service innovation: Enhancing consumer durables with new product-related services.

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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Consumer acceptance in new service innovation: Enhancing consumer durables with new product-related services. / Vaittinen, Eija; Nenonen, Sanna.

Proceedings of the 22nd Innovation Product Development Management Conference (IPDMC) . 2015. (International Product Development Management Conference).

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

Harvard

Vaittinen, E & Nenonen, S 2015, Consumer acceptance in new service innovation: Enhancing consumer durables with new product-related services. in Proceedings of the 22nd Innovation Product Development Management Conference (IPDMC) . International Product Development Management Conference, International Product Development Management Conference, 1/01/00.

APA

Vaittinen, E., & Nenonen, S. (2015). Consumer acceptance in new service innovation: Enhancing consumer durables with new product-related services. In Proceedings of the 22nd Innovation Product Development Management Conference (IPDMC) (International Product Development Management Conference).

Vancouver

Vaittinen E, Nenonen S. Consumer acceptance in new service innovation: Enhancing consumer durables with new product-related services. In Proceedings of the 22nd Innovation Product Development Management Conference (IPDMC) . 2015. (International Product Development Management Conference).

Author

Vaittinen, Eija ; Nenonen, Sanna. / Consumer acceptance in new service innovation: Enhancing consumer durables with new product-related services. Proceedings of the 22nd Innovation Product Development Management Conference (IPDMC) . 2015. (International Product Development Management Conference).

Bibtex - Download

@inproceedings{74422b6ba57d4bf38905bcf1cb896f9b,
title = "Consumer acceptance in new service innovation: Enhancing consumer durables with new product-related services.",
abstract = "Manufacturing companies are increasingly offering services to gain benefits in the competitive markets but also to reach closer contact with their customers. However, customer acceptance of the new services defines whether the manufacturers succeed in their service launches or if the investments have been misspent. The importance of customer acceptance has been noticed widely in the previous literature but the research has not really extended to the domain of product-related consumer services. This paper contributes to this literature by discussing consumer acceptance of a product-related service but also acceptance of a manufacturer as a service provider. The focus is on a service enhancing consumer durable provided by a manufacturer through retailer network. The data was collected in two phases; preliminary data by interviews realized in one country and the actual data set by questionnaire carried out in two other countries. This study shows that the customer acceptance of product-related service is not self-evident. Considering customer’s earlier service usage, brand loyalty, and trialability of the service innovation are important in service acceptance. Surprisingly, respondent’s age and gender affected only rarely customers’ perceptions and wishes for services from manufacturers even though these factors have been found important in some other studies. As a conclusion, manufacturers introducing service innovations need to strive to enhance consumers’ service acceptance by providing information about the service for potential customers, facilitating service deployment and use as well as ensuring smooth service implementation.",
author = "Eija Vaittinen and Sanna Nenonen",
year = "2015",
language = "English",
series = "International Product Development Management Conference",
booktitle = "Proceedings of the 22nd Innovation Product Development Management Conference (IPDMC)",

}

RIS (suitable for import to EndNote) - Download

TY - GEN

T1 - Consumer acceptance in new service innovation: Enhancing consumer durables with new product-related services.

AU - Vaittinen, Eija

AU - Nenonen, Sanna

PY - 2015

Y1 - 2015

N2 - Manufacturing companies are increasingly offering services to gain benefits in the competitive markets but also to reach closer contact with their customers. However, customer acceptance of the new services defines whether the manufacturers succeed in their service launches or if the investments have been misspent. The importance of customer acceptance has been noticed widely in the previous literature but the research has not really extended to the domain of product-related consumer services. This paper contributes to this literature by discussing consumer acceptance of a product-related service but also acceptance of a manufacturer as a service provider. The focus is on a service enhancing consumer durable provided by a manufacturer through retailer network. The data was collected in two phases; preliminary data by interviews realized in one country and the actual data set by questionnaire carried out in two other countries. This study shows that the customer acceptance of product-related service is not self-evident. Considering customer’s earlier service usage, brand loyalty, and trialability of the service innovation are important in service acceptance. Surprisingly, respondent’s age and gender affected only rarely customers’ perceptions and wishes for services from manufacturers even though these factors have been found important in some other studies. As a conclusion, manufacturers introducing service innovations need to strive to enhance consumers’ service acceptance by providing information about the service for potential customers, facilitating service deployment and use as well as ensuring smooth service implementation.

AB - Manufacturing companies are increasingly offering services to gain benefits in the competitive markets but also to reach closer contact with their customers. However, customer acceptance of the new services defines whether the manufacturers succeed in their service launches or if the investments have been misspent. The importance of customer acceptance has been noticed widely in the previous literature but the research has not really extended to the domain of product-related consumer services. This paper contributes to this literature by discussing consumer acceptance of a product-related service but also acceptance of a manufacturer as a service provider. The focus is on a service enhancing consumer durable provided by a manufacturer through retailer network. The data was collected in two phases; preliminary data by interviews realized in one country and the actual data set by questionnaire carried out in two other countries. This study shows that the customer acceptance of product-related service is not self-evident. Considering customer’s earlier service usage, brand loyalty, and trialability of the service innovation are important in service acceptance. Surprisingly, respondent’s age and gender affected only rarely customers’ perceptions and wishes for services from manufacturers even though these factors have been found important in some other studies. As a conclusion, manufacturers introducing service innovations need to strive to enhance consumers’ service acceptance by providing information about the service for potential customers, facilitating service deployment and use as well as ensuring smooth service implementation.

M3 - Conference contribution

T3 - International Product Development Management Conference

BT - Proceedings of the 22nd Innovation Product Development Management Conference (IPDMC)

ER -