Social media as a platform for service innovation

Lene Tolstrup Sørensen; Morten Falch

Social media as a platform for service innovation

Department of Electronic Systems

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › peer-review

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.

Original language	English
Title of host publication	ISM 2012 workshop proceedings : Innovation through Social Media
Editors	Asbjørn Følstad, Anna Ståhlbröst, Esbjörn Ebbeseon, Jesper Svensson
Number of pages	11
Place of Publication	Trondheim
Publisher	Akademika forlag
Publication date	2012
Pages	87-97
Chapter	10
ISBN (Print)	978-82-321-0088-0
Publication status	Published - 2012
Event	Innovation in Social Media - Oslo, Norway Duration: 3 Dec 2012 → 3 Dec 2012

Conference

Conference	Innovation in Social Media
Country/Territory	Norway
City	Oslo
Period	03/12/2012 → 03/12/2012

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AUB Link

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Service Platform
Henten, A. H. & Falch, M.
01/09/2010 → 01/09/2014
Project: Research
When the customer encounters the employee
Henten, A. H., Sørensen, L. T. & Nicolajsen, H. W.
KINO
01/01/2008 → 31/12/2011
Project: Research

Cite this

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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.",

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booktitle = "ISM 2012 workshop proceedings",

publisher = "Akademika forlag",

note = "Innovation in Social Media ; Conference date: 03-12-2012 Through 03-12-2012",

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Social media as a platform for service innovation. / Sørensen, Lene Tolstrup ; Falch, Morten.
ISM 2012 workshop proceedings: Innovation through Social Media. ed. / Asbjørn Følstad; Anna Ståhlbröst; Esbjörn Ebbeseon; Jesper Svensson. Trondheim: Akademika forlag, 2012. p. 87-97.

Research output: Contribution to book/anthology/report/conference proceeding › Article in proceeding › Research › peer-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

T2 - Innovation in Social Media

Y2 - 3 December 2012 through 3 December 2012

ER -

Social media as a platform for service innovation

Abstract

Conference

Access to Document

AUB Link

Projects

Service Platform

When the customer encounters the employee

Cite this