The innovative generativity of digital service encounters

Publikation: Bidrag til bog/antologi/rapport/konference proceedingBidrag til bog/antologiForskningpeer review

Resumé

The research question examined in this chapter is how service encounters, based on digital interfaces, differ from face-to-face (f2f) encounters in terms of potential innovative generativity. New computer technologies facilitating big data processing and the development of advanced recommender systems and the recent developments of artificial intelligence with respect to cognitive and affective computing will certainly enhance the potential for innovations to be created on the basis of digital service encounters. However, the empathetic understanding of the needs and wants of the service users that can be part of the f2f service encounters cannot automatically result from digital service encounters. Digital tools can be developed and used to supplement the impressions that f2f encounters initiate. However, human interpretations and even human f2f encounters will also be needed to maintain the innovative generativity of service encounters. Key words: digital services, service encounter; service innovation
OriginalsprogEngelsk
TitelServices, Experiences and Innovation : Integrating and Extending Research
RedaktørerAda Scupola, Lars Fuglsang
ForlagEdward Elgar Publishing
Publikationsdato21 sep. 2018
Kapitel13
ISBN (Trykt)978-1-78811-429-5
ISBN (Elektronisk)978-1-78811-430-1
StatusUdgivet - 21 sep. 2018
NavnServices, Economy and Innovation series

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innovation
artificial intelligence
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Citer dette

Henten, A., & Sørensen, J. K. (2018). The innovative generativity of digital service encounters. I A. Scupola, & L. Fuglsang (red.), Services, Experiences and Innovation: Integrating and Extending Research Edward Elgar Publishing. Services, Economy and Innovation series
Henten, Anders ; Sørensen, Jannick Kirk. / The innovative generativity of digital service encounters. Services, Experiences and Innovation: Integrating and Extending Research. red. / Ada Scupola ; Lars Fuglsang. Edward Elgar Publishing, 2018. (Services, Economy and Innovation series).
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abstract = "The research question examined in this chapter is how service encounters, based on digital interfaces, differ from face-to-face (f2f) encounters in terms of potential innovative generativity. New computer technologies facilitating big data processing and the development of advanced recommender systems and the recent developments of artificial intelligence with respect to cognitive and affective computing will certainly enhance the potential for innovations to be created on the basis of digital service encounters. However, the empathetic understanding of the needs and wants of the service users that can be part of the f2f service encounters cannot automatically result from digital service encounters. Digital tools can be developed and used to supplement the impressions that f2f encounters initiate. However, human interpretations and even human f2f encounters will also be needed to maintain the innovative generativity of service encounters. Key words: digital services, service encounter; service innovation",
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Henten, A & Sørensen, JK 2018, The innovative generativity of digital service encounters. i A Scupola & L Fuglsang (red), Services, Experiences and Innovation: Integrating and Extending Research. Edward Elgar Publishing, Services, Economy and Innovation series.

The innovative generativity of digital service encounters. / Henten, Anders; Sørensen, Jannick Kirk.

Services, Experiences and Innovation: Integrating and Extending Research. red. / Ada Scupola; Lars Fuglsang. Edward Elgar Publishing, 2018. (Services, Economy and Innovation series).

Publikation: Bidrag til bog/antologi/rapport/konference proceedingBidrag til bog/antologiForskningpeer review

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AB - The research question examined in this chapter is how service encounters, based on digital interfaces, differ from face-to-face (f2f) encounters in terms of potential innovative generativity. New computer technologies facilitating big data processing and the development of advanced recommender systems and the recent developments of artificial intelligence with respect to cognitive and affective computing will certainly enhance the potential for innovations to be created on the basis of digital service encounters. However, the empathetic understanding of the needs and wants of the service users that can be part of the f2f service encounters cannot automatically result from digital service encounters. Digital tools can be developed and used to supplement the impressions that f2f encounters initiate. However, human interpretations and even human f2f encounters will also be needed to maintain the innovative generativity of service encounters. Key words: digital services, service encounter; service innovation

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Henten A, Sørensen JK. The innovative generativity of digital service encounters. I Scupola A, Fuglsang L, red., Services, Experiences and Innovation: Integrating and Extending Research. Edward Elgar Publishing. 2018. (Services, Economy and Innovation series).