Social media as a platform for service innovation

Publikation: Bidrag til bog/antologi/rapport/konference proceedingKonferenceartikel i proceedingForskningpeer review

Resumé

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
Udgivelses stedTrondheim
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
LandNorge
ByOslo
Periode03/12/201203/12/2012

Emneord

  • Social media
  • innovation

Citer dette

Sørensen, L. T., & Falch, M. (2012). Social media as a platform for service innovation. I A. Følstad, A. Ståhlbröst, E. Ebbeseon, & J. Svensson (red.), ISM 2012 workshop proceedings: Innovation through Social Media (s. 87-97). Trondheim: Akademika forlag.
Sørensen, Lene Tolstrup ; Falch, Morten. / Social media as a platform for service innovation. ISM 2012 workshop proceedings: Innovation through Social Media. red. / Asbjørn Følstad ; Anna Ståhlbröst ; Esbjörn Ebbeseon ; Jesper Svensson. Trondheim : Akademika forlag, 2012. s. 87-97
@inproceedings{a4b3ec745c9b4a1f82627d54c64be3de,
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.",
keywords = "Social media, innovation",
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",

}

Sørensen, LT & Falch, M 2012, Social media as a platform for service innovation. i A Følstad, A Ståhlbröst, E Ebbeseon & J Svensson (red), ISM 2012 workshop proceedings: Innovation through Social Media. Akademika forlag, Trondheim, s. 87-97, Innovation in Social Media, Oslo, Norge, 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 proceedingKonferenceartikel i proceedingForskningpeer 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

ER -

Sørensen LT, Falch M. Social media as a platform for service innovation. I Følstad A, Ståhlbröst A, Ebbeseon E, Svensson J, red., ISM 2012 workshop proceedings: Innovation through Social Media. Trondheim: Akademika forlag. 2012. s. 87-97