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

Jannick Kirk Sørensen, Anders Henten

Department of Electronic Systems

Research output: Contribution to book/anthology/report/conference proceeding › Book chapter › Research › peer-review

4 Citations (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.

Translated title of the contribution	Samskabelse af innovation i det IKT-baserede kundemøde
Original language	English
Title of host publication	Demand-driven web services: Theory, technologies, and applications
Editors	Zhaohao Sun, John Yearwood
Publisher	IGI global
Publication date	2014
Pages	63-83
Chapter	3
ISBN (Print)	9781466658844
DOIs	https://doi.org/10.4018/978-1-4666-5884-4.ch003
Publication status	Published - 2014

Keywords

Customer Co-creation
service innovation
Interaction Design
service encounter

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

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title = "Co-creation of Innovations in ICT based service encounters",

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.",

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T1 - Co-creation of Innovations in ICT based service encounters

AU - Sørensen, Jannick Kirk

AU - Henten, Anders

PY - 2014

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N2 - 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.

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

Keywords

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