Co-creation of Innovations in ICT based service encounters

Jannick Kirk Sørensen; Anders Henten

doi:10.4018/978-1-4666-5884-4.ch003

Co-creation of Innovations in ICT based service encounters

Bidragets oversatte titel: Samskabelse af innovation i det IKT-baserede kundemøde

Jannick Kirk Sørensen, Anders Henten

Institut for Elektroniske Systemer

Publikation: Bidrag til bog/antologi/rapport/konference proceeding › Bidrag til bog/antologi › Forskning › peer review

4 Citationer (Scopus)

Abstract

Innovations in services often emanate from service encounters (i.e. the touch points between the service producers and the customers). Two different types of service encounters are dealt with: face-to-face and ICT-based service encounters. The aim of the chapter is to examine the specific conditions for innovations from ICT-based service encounters. The service encounter research tradition is mostly concerned with customer satisfaction. The perspective of the present chapter is on innovations in the service encounter. The specific contribution of the chapter is to establish a conceptual foundation for innovations in ICT-based service encounters.

Bidragets oversatte titel	Samskabelse af innovation i det IKT-baserede kundemøde
Originalsprog	Engelsk
Titel	Demand-driven web services: Theory, technologies, and applications
Redaktører	Zhaohao Sun, John Yearwood
Forlag	IGI global
Publikationsdato	2014
Sider	63-83
Kapitel	3
ISBN (Trykt)	9781466658844
DOI	https://doi.org/10.4018/978-1-4666-5884-4.ch003
Status	Udgivet - 2014

Emneord

Kundemøde
Innovation
IKT

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10.4018/978-1-4666-5884-4.ch003

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Citationsformater

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AU - Sørensen, Jannick Kirk

AU - Henten, Anders

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AB - Innovations in services often emanate from service encounters (i.e. the touch points between the service producers and the customers). Two different types of service encounters are dealt with: face-to-face and ICT-based service encounters. The aim of the chapter is to examine the specific conditions for innovations from ICT-based service encounters. The service encounter research tradition is mostly concerned with customer satisfaction. The perspective of the present chapter is on innovations in the service encounter. The specific contribution of the chapter is to establish a conceptual foundation for innovations in ICT-based service encounters.

KW - Kundemøde

KW - Innovation

KW - IKT

KW - Customer Co-creation

KW - service innovation

KW - Interaction Design

KW - service encounter

U2 - 10.4018/978-1-4666-5884-4.ch003

DO - 10.4018/978-1-4666-5884-4.ch003

M3 - Book chapter

SN - 9781466658844

SP - 63

EP - 83

BT - Demand-driven web services: Theory, technologies, and applications

A2 - Sun, Zhaohao

A2 - Yearwood, John

PB - IGI global

ER -

Co-creation of Innovations in ICT based service encounters

Abstract

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