06 July 2017 - Dominik Mahr - Stefan Holmlid - Gaby Odekerken-Schröder - Roy Beumers

While user-centric approaches to service innovation proved to be effective, innovators often omit that the focal user is not the only one influencing the decision for or against a new service. For example, when examining the introduction of social service robots in an elderly care setting, the final decision is influenced not only by the elderly (the focal actor), but also by family members, friends, GPs, nurses, and other professional service providers.

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