Cover -- Copyright -- Contents -- Figures -- Tables -- Contributors -- Preface -- 1. Introduction -- PART I User-based perspectives on understanding of service innovation - theoretical and principal discussion -- 2. Bricolage as a way to make use of input from users -- 3. 'Othering' in service encounters: how a professional mindset can hinder user innovation in services -- 4. Extended value chain innovation: an actor network theory approach to innovation at the interface between the service and other economic sectors -- PART II User-based innovation in knowledge-intensive business services (KIBS) and industrial services -- 5. KIBS and their users as co-creators of breakthrough innovation -- 6. The business model as a tool in the user-based development of services: a case study of an internationalizing KIBS -- 7. Innovation strategy in the Indian IT service industry: user centred issues on innovation -- 8. Users as a development driver in manufacturing: the case of 'reverse' servitization -- PART III User-based innovation in the public sector -- 9. Understandings of 'users' and 'innovation' in a public sector context -- 10. Multiple voices of the user in public sector services -- 11. Bringing the employee back in: integrating user-driven and employee-driven innovation in the public sector -- PART IV Models and methods structuring user-based service innovation - practical issues, models and methods -- 12. Service innovation as an experience: differences between employee and user narratives -- 13. User-based service innovation including a futures perspective: a case study with four methods -- 14. Inducing user-driven innovation in tourism: an experimental approach -- 15. Co-innovation for profitability -- 16. Towards user-based productization in services -- Index.