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OVERVIEW:Involving customers in the innovation process entails a host of new concerns, concepts and managerial decisions. Transitioning from older models of no or low customer involvement requires attention to the different types of customer innovation, organizational mission and organizational structure. This article provides a typology for customer innovation, describes how to involve customers in the innovation process, and offers guidelines for shifting organizational structure and emphasis toward customer-driven innovation in order to enable continual, sustainable innovation.
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Desouza et al. (2008) studied this question.
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