A1 Journal article (refereed)
The uneven role of users in service innovation performance (2022)

Rubalcaba, L., & Deschryvere, M. (2022). The uneven role of users in service innovation performance. Economics of Innovation and New Technology, Early online. https://doi.org/10.1080/10438599.2022.2053848

JYU authors or editors

Publication details

All authors or editors: Rubalcaba, Luis; Deschryvere, Matthias

Journal or series: Economics of Innovation and New Technology

ISSN: 1043-8599

eISSN: 1476-8364

Publication year: 2022

Publication date: 06/04/2022

Volume: Early online

Publisher: Routledge, Taylor & Francis Group

Publication country: United Kingdom

Publication language: English

DOI: https://doi.org/10.1080/10438599.2022.2053848

Publication open access: Not open

Publication channel open access: Channel is not openly available


This paper provides a conceptual and empirical framework for analyzing the role of users in innovation and performance at the firm level in the service sector. The theoretical model builds on the user innovation theory in services and proposes to distinguish between different modes and degrees of user participation that may perform differently. The empirical testing is based on a unique dataset from Finland. Results show that not all user engagement led to similar impacts: more active roles versus passive ones have a significant positive relationship with innovation output, but only specific combinations of user orientation and its intensity matter. Besides, no direct significant impacts from user orientation on productivity were found. As a managerial implication, service companies may approach users as co-innovation partners oriented to service quality and customer satisfaction rather than oriented to increase business efficiency.

Keywords: services; productivity; innovations; user-centered design; users; user experience; user-centeredness

Free keywords: services; innovation; service innovation; productivity; user orientation; user innovation; open innovation

Contributing organizations

Ministry reporting: Yes

Reporting Year: 2022

Preliminary JUFO rating: 1

Last updated on 2023-24-03 at 18:34