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Innovations from the ICT‐based service encounter

Innovations from the ICT‐based service encounter Purpose – The purpose of this paper is to develop a framework for analyzing the dynamics of innovations emanating from ICT‐based service encounters. Many innovations are based on the direct encounter between employees and customers, and the paper aims to extend the analysis of such encounters to ICT‐based encounters. Design/methodology/approach – The paper discusses and merges different approaches in the existing literature and examines different modes of ICT‐based customer/employee interaction to construct a framework that will help understand how innovations are developed on the basis of a service encounter, which is ICT‐based. Findings – The implementation of ICT in services contributes greatly to the innovation of services, but in order to better understand innovations in ICT‐based employee/customer interaction, a “service approach” is one of the important ways to move forward. Research limitations/implications – The service encounter approach offers a promising research avenue for understanding innovations from the ICT‐based service encounter. However, it needs to be adapted to the ICT‐based context and supplemented with additional approaches especially in the cases of ICT‐based services where the users also are producers. Originality/value – The paper combines a service innovation approach with a service encounter approach and, furthermore, extends this combination to ICT‐based service encounters. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png info Emerald Publishing

Innovations from the ICT‐based service encounter

info , Volume 14 (2): 15 – Mar 2, 2012

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Publisher
Emerald Publishing
Copyright
Copyright © 2012 Emerald Group Publishing Limited. All rights reserved.
ISSN
1463-6697
DOI
10.1108/14636691211204851
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to develop a framework for analyzing the dynamics of innovations emanating from ICT‐based service encounters. Many innovations are based on the direct encounter between employees and customers, and the paper aims to extend the analysis of such encounters to ICT‐based encounters. Design/methodology/approach – The paper discusses and merges different approaches in the existing literature and examines different modes of ICT‐based customer/employee interaction to construct a framework that will help understand how innovations are developed on the basis of a service encounter, which is ICT‐based. Findings – The implementation of ICT in services contributes greatly to the innovation of services, but in order to better understand innovations in ICT‐based employee/customer interaction, a “service approach” is one of the important ways to move forward. Research limitations/implications – The service encounter approach offers a promising research avenue for understanding innovations from the ICT‐based service encounter. However, it needs to be adapted to the ICT‐based context and supplemented with additional approaches especially in the cases of ICT‐based services where the users also are producers. Originality/value – The paper combines a service innovation approach with a service encounter approach and, furthermore, extends this combination to ICT‐based service encounters.

Journal

infoEmerald Publishing

Published: Mar 2, 2012

Keywords: Services; Innovation; Service encounter; ICT‐based encounters; Communication technologies; Service delivery

References