INNOPEX Service innovation from the provider perspective and as a customer experience

The aim of INNOPEX is to develop an integrative approach to service innovation research by benefiting both from service providers’ point of view and from service users’ experiences. The project involves both organizational and individual levels of understanding and both “objective” and experiential dimensions when considering the phenomenon of service innovation. Six Finnish companies, representing business-to-consumer and business-to-business organizations take part in the research project. Auditing, insurance and banking services and construction services are among the business fields the project has a chance to study. Differences between provider and customer perspectives on selected service innovations are analyzed. These comparisons increase our understanding on how well the service provider perspective is line with end user experiences.