Events Calendar
Feb 20
12:30 - 14:00
KBS Seminar Series - Innovating into Trouble: When Innovation Leads to Customer Complaints
KBS Research Seminar
Speaker: Professor Steve Roper, University of Warwick

Speaker Biography:Stephen Roper is Professor of Enterprise at Warwick Business School and Director of the Enterprise Research Centre ( Stephen has over 30 years' experience of researching issues related to innovation and innovation policy in the UK and internationally and has published widely in both areas. Stephen regularly acts as a consultant for OECD and the World Bank on issues related to small business development and innovation policy including projects in Austria, Abu Dhabi, Mexico, Israel, Columbia and Poland and a number of the Balkan countries over the last four years.Synopsis:This paper examines the unintended consequences and potential risks of innovation for firms. Specifically, we explore how innovative activity can have adverse outcomes in the form of customer complaints. We extend existing conceptual frameworks relating to pre-adoption notions of passive and active innovation resistance to include 'experiential innovation resistance', linking the use value of new innovations to complainant behaviour. Our empirical analysis focuses on legal services in England and Wales. Survey data on innovation by legal service providers is matched with complaint data from the UK Legal Ombudsman, linking earlier innovation activity with subsequent customer complaints. Our analysis reveals that higher levels of innovation activity increases the probability of experiential innovation resistance. We also identify how firms can reduce the potential for experiential innovation resistance by adopting collaborative innovation strategies. There is also some evidence that situations where consumers have few alternative suppliers may discourage complaining behaviour. Our results have strategic, regulatory and policy implications. Lunch will be provided from 12:30 – 13:00. Students and staff are welcome to attend this seminar.


Room 210,
Sail and Colour Loft
United Kingdom


Open to KBS PGR students and staff,

Contact: Tracey Pemble
Kent Business School


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Last Updated: 10/01/2012