It is known that end users of products and services sometimes innovate, and that innovations developed by users sometimes become the basis for important newcommercial products and services. It has also been argued and to some extent shown that such innovations will be found concentrated in a...

Traditional idea generation techniques based on customer input usually collect information on new product needs from a random or typical set of customers. The "lead user process" takes a different approach. It collects information about both needs and solutions from users at the leading edges of...

The strategic importance of an efficient customer complaint management is recognized nowadays by the practitioners as well as by the academic literature. The hereto paper is focused on the online environment and on the instruments used to allow a direct communication through various channels of...