Social media as a platform for service innovation

Lene Tolstrup Sørensen; Morten Falch

Social media as a platform for service innovation

Institut for Elektroniske Systemer

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

Abstract

This paper focuses on how innovation takes place for enterprises using Facebook as a channel service innovation in the meeting between the enterprise and the customer. The paper presents two case studies on service innovation initiated through the ICT based customer encounter, where the ICT relation is based on social network technologies. Data for the two cases are collected through interviews and monitoring of Facebook activities. The cases show innovations take place but that the enterprises need a strategy and an organization behind for taking customer introduced ideas to a higher level.

Originalsprog	Engelsk
Titel	ISM 2012 workshop proceedings : Innovation through Social Media
Redaktører	Asbjørn Følstad, Anna Ståhlbröst, Esbjörn Ebbeseon, Jesper Svensson
Antal sider	11
Udgivelsessted	Trondheim
Forlag	Akademika forlag
Publikationsdato	2012
Sider	87-97
Kapitel	10
ISBN (Trykt)	978-82-321-0088-0
Status	Udgivet - 2012
Begivenhed	Innovation in Social Media - Oslo, Norge Varighed: 3 dec. 2012 → 3 dec. 2012

Konference

Konference	Innovation in Social Media
Land/Område	Norge
By	Oslo
Periode	03/12/2012 → 03/12/2012

Emneord

Social media
innovation

Adgang til dokumentet

http://livinglab.info/pdf/ISM2012_proceedings_web.pdf

AUB Link

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Service Platform
Henten, A. H. (Projektdeltager) & Falch, M. (Projektdeltager)
01/09/2010 → 01/09/2014
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Henten, A. H. (Kontaktperson), Sørensen, L. T. (Projektdeltager) & Nicolajsen, H. W. (Projektdeltager)
KINO
01/01/2008 → 31/12/2011
Projekter: Projekt › Forskning

Citationsformater

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title = "Social media as a platform for service innovation",

abstract = "This paper focuses on how innovation takes place for enterprises using Facebook as a channel service innovation in the meeting between the enterprise and the customer. The paper presents two case studies on service innovation initiated through the ICT based customer encounter, where the ICT relation is based on social network technologies. Data for the two cases are collected through interviews and monitoring of Facebook activities. The cases show innovations take place but that the enterprises need a strategy and an organization behind for taking customer introduced ideas to a higher level.",

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author = "S{\o}rensen, {Lene Tolstrup} and Morten Falch",

year = "2012",

language = "English",

isbn = "978-82-321-0088-0",

pages = "87--97",

editor = "Asbj{\o}rn F{\o}lstad and Anna St{\aa}hlbr{\"o}st and Esbj{\"o}rn Ebbeseon and Jesper Svensson",

booktitle = "ISM 2012 workshop proceedings",

publisher = "Akademika forlag",

note = "Innovation in Social Media ; Conference date: 03-12-2012 Through 03-12-2012",

}

Social media as a platform for service innovation. / Sørensen, Lene Tolstrup ; Falch, Morten.
ISM 2012 workshop proceedings: Innovation through Social Media. red. / Asbjørn Følstad; Anna Ståhlbröst; Esbjörn Ebbeseon; Jesper Svensson. Trondheim: Akademika forlag, 2012. s. 87-97.

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

TY - GEN

T1 - Social media as a platform for service innovation

AU - Sørensen, Lene Tolstrup

AU - Falch, Morten

PY - 2012

Y1 - 2012

N2 - This paper focuses on how innovation takes place for enterprises using Facebook as a channel service innovation in the meeting between the enterprise and the customer. The paper presents two case studies on service innovation initiated through the ICT based customer encounter, where the ICT relation is based on social network technologies. Data for the two cases are collected through interviews and monitoring of Facebook activities. The cases show innovations take place but that the enterprises need a strategy and an organization behind for taking customer introduced ideas to a higher level.

AB - This paper focuses on how innovation takes place for enterprises using Facebook as a channel service innovation in the meeting between the enterprise and the customer. The paper presents two case studies on service innovation initiated through the ICT based customer encounter, where the ICT relation is based on social network technologies. Data for the two cases are collected through interviews and monitoring of Facebook activities. The cases show innovations take place but that the enterprises need a strategy and an organization behind for taking customer introduced ideas to a higher level.

KW - Social media

KW - innovation

M3 - Article in proceeding

SN - 978-82-321-0088-0

SP - 87

EP - 97

BT - ISM 2012 workshop proceedings

A2 - Følstad, Asbjørn

A2 - Ståhlbröst, Anna

A2 - Ebbeseon, Esbjörn

A2 - Svensson, Jesper

PB - Akademika forlag

CY - Trondheim

T2 - Innovation in Social Media

Y2 - 3 December 2012 through 3 December 2012

ER -

Social media as a platform for service innovation

Abstract

Konference

Emneord

Adgang til dokumentet

AUB Link

Projekter

Service Platform

Når kunden møder den ansatte

Citationsformater