Co-creation of Innovations in ICT based service encounters

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4 Citations (Scopus)


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 contributionSamskabelse af innovation i det IKT-baserede kundemøde
Original languageEnglish
Title of host publicationDemand-driven web services: Theory, technologies, and applications
EditorsZhaohao Sun, John Yearwood
PublisherIGI global
Publication date2014
ISBN (Print)9781466658844
Publication statusPublished - 2014


  • Customer Co-creation
  • service innovation
  • Interaction Design
  • service encounter

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