A1 Journal article (refereed)
The uneven role of users in service innovation performance (2023)

Rubalcaba, L., & Deschryvere, M. (2023). The uneven role of users in service innovation performance. Economics of Innovation and New Technology, 32(7), 953-976. https://doi.org/10.1080/10438599.2022.2053848

JYU authors or editors

Publication details

All authors or editorsRubalcaba, Luis; Deschryvere, Matthias

Journal or seriesEconomics of Innovation and New Technology



Publication year2023

Publication date06/04/2022


Issue number7

Pages range953-976

PublisherRoutledge, Taylor & Francis Group

Publication countryUnited Kingdom

Publication languageEnglish


Publication open accessNot open

Publication channel open accessChannel 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.

Keywordsservicesproductivityinnovationsuser-centered designusersuser experienceuser-centeredness

Free keywordsservices; innovation; service innovation; productivity; user orientation; user innovation; open innovation

Contributing organizations

Ministry reportingYes

Reporting Year2022

JUFO rating1

Last updated on 2024-03-04 at 18:35