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CUSTOMER INSIGHT > Consumer Creativity > Flashcards

Consumer Creativity Flashcards

1
Q

What is a consumer creativity?

A

Berthon et al 2007

These are consumers who adapt, modify, or transform an offering such as a product or service

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2
Q

How is the consumer involved in the creative process of a business?

A
  • Cova et al, 2011

It is the collaboration between the firm and consumer in the manufacturing of products and services

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3
Q

What are some examples of the co-creativeness of companies and consumers?

A
  • Projects as unfinished objects that consumers can finish as their own
  • Brand mixing, mixing 2 brands together to create something new-ish
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4
Q

What is a lead user?

A

A user who faces needs before the majority of the population, and are positioned to benefit from getting a solution to the problem

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5
Q

What are the features of a creative consumer?

A
  1. Work with all types of things
  2. Don’t face needs that will become general: work on personal projects
  3. Don’t need to benefit directly from their innovations
  4. Don’t ask permission before experimenting with a firms offering
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6
Q

How many levels are there of consumer level motivators of co-creation

A

4

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7
Q

What are different types of motivation that customers have behind co-creation?

A

Hoyer et al, 2010

  • Financial
  • Social
  • Technical
  • Psychological
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8
Q

What is the thoughts behind exploitation and consumer co-creation?

A

Hoyer et al, 2010

Consumers generally contribute their offerings for free and then have to pay a premium for that product

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9
Q

How many approaches can management take to dealing with creative consumers?

A

4

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10
Q

What are the approaches that management can take towards creative consumer?

A

Berthon et al, 2007

  • Resist
  • Discourage
  • Enable
  • Encourage
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11
Q

Explain the approaches management can take towards consumer creativity:

A

Berthon et al 2007

  • Resist: Actively restrain customer creativity
  • Discourage: Tolerate/ignore the behaviour
  • Enable: Actively facilitate consumer innovation
  • Encourage: Don’t actively facilitate
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12
Q

What are crowds?

A

Larged organised groups that are gathered together to specifically plan, manage and complete projects

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13
Q

What are hives?

A

Online communities whose members actually contribute a relatively greater amount to the community, they produce innovations to meet challenges or to meet specific project goals

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14
Q

Who argues that the consumer is always a co-producer?

A

Vargo & Lusch, 2004

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15
Q

How can you create value in terms of consumer creativity?

A

Normann & Ramirez 1993

Value can be created through co-producing as it can create offerings that mobilise consumers

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16
Q

What is Service Dominant Logic?

A

Vargo & Lusch, 2004
- Consumers are buying products that provide satisfaction to those beyond associated with the functionality of the product e.g. buying headphones for the service of music they give you, not just to buy headphones, moisturiser, buy the one that is most hydrating

17
Q

What is a good centred view?

A

Vargo & Lusch, 2004

This is all about the value that is embedded into the product

18
Q

What is commoditisation?

A

Commoditisation is the process by which goods that have value and are distinguishable in terms of attributes (uniqueness or brand) end up becoming simple commodities in the eyes of the market or consumers

19
Q

What is a way to stop commoditisation?

A

Cova et al, 2011

By internalising co-creation, and by also being able to charge premium prices

20
Q

How many different types of segments of consumers are there that take part in co-creation?

A

Hoyer et al, 2010

4

21
Q

What are the different segments of consumers that take part in co-creation?

A

Hoyer et al, 2010

  • Innovators: The earliest people to adopt new products
  • Lead Users: Individuals ho face needs that will eventually be a general need in the mass marketplace, but they have this needs before everyone else
  • Emergent Consumers: Capable of apply intuition & judgement to improve product concepts which mainstream consumers will find appealing & useful
  • Market Mavens: Individuals who have information about many kinds of products, places to shop, and other features of the market
22
Q

Discuss the different types of motivation that customers have behindco-creation?

A

Hoyer et al 2010

  • Financial Rewards: Either directly from profit sharing/prizes or indirectly though intellectually property/visibility received though winning
  • Social Benefits: Titles, forms of recognition, increased social status, social esteem, citizenship
  • Technical Knowledge: Participating in forums/development groups run by manufacturers to gain more technical knowledge
  • Psychological Reasons: Enchaning intrinsic motivation & sense of self-expression & pride
23
Q

What is the 3-way fit of managing creativity?

A

Berthon, 2007

  1. A specific stance towards creative consumers
  2. Relative ability and desire of consumers to adapt, modify and transform their products
  3. Firms ability to track, scan and control consumer produced innovations
24
Q

What is needed to guide consumer creativity?

A

Kozinets et al, 2008

Both business and society need categories and procedures to guide the powerful collectiveness of consumer innovation

25
Q

What are the dimensions of online community creation?

A
  • Collective Innovation Orientation: Some of the communities & teams are more goal focused (TELO-SPECIFIC), whereas other ones, innovation is a byproduct of the collective online actives & interests (COMMUNO-LUDIC)
  • Collective Innovation Concentration: Assesses the concentration of innovative contributions amongst the community.
    Some communities: only a few individuals customers who contribute in the community. Others the contribution is spread amongst a large number of people
26
Q

What % of fortune 500 companies have conduct open-innovation?

A

Over 50%

27
Q

How can consumers interaction with one another benefit consumer creativity?

A

They can comment, develop and either dislike/support others ideas

CUSTOMER INSIGHT (19 decks)

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