Abstract
Though theory and praxis both underline the importance of radical service innovations, until now lead users in the service industry have been excluded from the scope of research. Based on explorative findings on user innovations in services and recent research on service innovations, this chapter answers the following questions: (a) can users lead trends and independently innovate in the service sector; (b) if so, do lead users in the service industry show similar characteristics to lead users from other industries, and (c) can approaches to identification and integration from the consumer and investment goods sectors be applied in the service sector as well? By illustrating the potential impact of lead users as a source of radical service innovations, we hope to raise interest in this powerful concept, not yet systematically applied in service industry.
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