Social media as a platform for service innovation

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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.
OriginalsprogEngelsk
TitelISM 2012 workshop proceedings : Innovation through Social Media
RedaktørerAsbjørn Følstad, Anna Ståhlbröst, Esbjörn Ebbeseon, Jesper Svensson
Antal sider11
UdgivelsesstedTrondheim
ForlagAkademika forlag
Publikationsdato2012
Sider87-97
Kapitel10
ISBN (Trykt)978-82-321-0088-0
StatusUdgivet - 2012
BegivenhedInnovation in Social Media - Oslo, Norge
Varighed: 3 dec. 20123 dec. 2012

Konference

KonferenceInnovation in Social Media
Land/OmrådeNorge
ByOslo
Periode03/12/201203/12/2012

Emneord

  • Social media
  • innovation

Citationsformater