User Involvement, Open Service Innovations, and Social Media: Lessons from a Case Study

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Author(s): Ada Scupola (Roskilde University, Denmark)and Hanne Westh Nicolajsen (Aalborg University – Copenhagen, Denmark)
Copyright: 2014
Pages: 13
Source title: Integrating Social Media into Business Practice, Applications, Management, and Models
Source Author(s)/Editor(s): In Lee (Western Illinois University, USA)
DOI: 10.4018/978-1-4666-6182-0.ch001

Keywords: Business Information Systems / Business Science Reference / Media & Communications / Social Networking

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Abstract

This chapter investigates the use of social media to collect ideas from the users in the service innovation process. After a theoretical discussion of user involvement and more specifically user involvement using social media and blogs, the chapter reports the results from a field experiment at a university library. In the experiment, a blog was established to collect ideas for service innovations from the library users. The experiment shows that blogs may generate a modest but useful amount of ideas. The experiment furthermore reveals that blogs might be useful to provide the institution with an image of openness and willingness to listen to customer input.

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User Involvement, Open Service Innovations, and Social Media: Lessons from a Case Study

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