IRMA-International.org: Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

Co-Creation of Innovations in ICT-Based Service Encounters

Co-Creation of Innovations in ICT-Based Service Encounters
View Sample PDF
Author(s): Jannick Kirk Sørensen (Aalborg University – Copenhagen, Denmark)and Anders Henten (Aalborg University – Copenhagen, Denmark)
Copyright: 2014
Pages: 21
Source title: Handbook of Research on Demand-Driven Web Services: Theory, Technologies, and Applications
Source Author(s)/Editor(s): Zhaohao Sun (University of Ballarat, Australia & Hebei Normal University, China)and John Yearwood (Federation University, Australia)
DOI: 10.4018/978-1-4666-5884-4.ch003

Purchase

View Co-Creation of Innovations in ICT-Based Service Encounters on the publisher's website for pricing and purchasing information.

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.

Related Content

Azeem Khan, Noor Zaman Jhanjhi, Dayang Hajah Tiawa Binti Awang Haji Hamid, Haji Abdul Hafidz bin Haji Omar. © 2024. 30 pages.
Siva Raja Sindiramutty, Chong Eng Tan, Sei Ping Lau, Rajan Thangaveloo, Abdalla Hassan Gharib, Amaranadha Reddy Manchuri, Navid Ali Khan, Wee Jing Tee, Lalitha Muniandy. © 2024. 67 pages.
Ruchi Doshi, Kamal Kant Hiran. © 2024. 16 pages.
N. Ambika. © 2024. 9 pages.
Siva Raja Sindiramutty, Wee Jing Tee, Sumathi Balakrishnan, Sukhminder Kaur, Rajan Thangaveloo, Husin Jazri, Navid Ali Khan, Abdalla Gharib, Amaranadha Reddy Manchuri. © 2024. 54 pages.
Azeem Khan, NZ Jhanjhi, Dayang Hajah Tiawa Binti Awang Haji Hamid, Haji Abdul Hafidz bin Haji Omar. © 2024. 22 pages.
Azeem Khan, Noor Zaman Jhanjhi, Dayang Hajah Tiawa Binti Awang Haji Hamid, Haji Abdul Hafidz bin Haji Omar. © 2024. 36 pages.
Body Bottom