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Customer Integration into Service Innovations by Developing Information Integration between Parties and Increasing Customer Opportunity to Influence FM Services

Research output: Book/ReportDoctoral thesis

Details

Original languageEnglish
PublisherTampere University of Technology
Number of pages56
ISBN (Electronic)978-952-15-4086-8
ISBN (Print)978-952-15-4078-3
StatePublished - 2 Mar 2018
Publication typeG5 Doctoral dissertation (article)

Publication series

NameTampere University of Technology. Publication
Volume1523
ISSN (Print)1459-2045

Abstract

Customer integration into the service innovation process is essential when creating successful services that add value to the customer. In addition, common development and the integration of different resources has become the dominant view in service development research. This study focuses on that phenomenon in the facilities management (FM) service sector by investigating customer integration into service innovation from the viewpoint of information flow development and increasing customers’ opportunities to have an influence.

To meet the objective of this dissertation, the following research questions were formulated:
- How can service innovations be classified and what are the prerequisites for service innovations in FM services?
- What are the necessary elements of information flow development between customer and service provider in FM services in order to create service innovations and increase the performance of services?
- What opportunities does the customer have to influence the development of FM services and partnership in order to improve the performance of services?

The empirical research focuses on Finland’s FM service sector and was carried out in 2009 and 2010. A total of 23 interviews were performed with service providers and customers, and 23 individual service providers and built environment services professionals participated in the three workshops that were organised.

The main value that this research brings to FM research and its professionals is the new paradigm of common development and the three frameworks of service innovation development: the requirements for service innovation based on business levels, elements of information integration in FM services, and a framework for developing the customer’s opportunities to have an influence.

This study presents two critical factors for the development of the whole FM field: there is a lack of common development, and the information is managed poorly. Service development is mostly undertaken by service providers without the existence of open innovation. Currently there is a focus on making the service process efficient instead of developing new and attractive services. Poor information management prevents the development of a virtual environment. Making information integration possible through the development of common data for real estate information systems can facilitate a new actor’s entry into the market, increase competition, and speed up the development of the whole field.

Field of science, Statistics Finland

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