Welcome to the InfoSci Platform
Reference Hub11
Using Social Media for Service Innovations: Challenges and Pitfalls

Using Social Media for Service Innovations: Challenges and Pitfalls

Ada Scupola, Hanne Westh Nicolajsen
Copyright: © 2013 |Volume: 9 |Issue: 3 |Pages: 11
ISSN: 1548-1131|EISSN: 1548-114X|EISBN13: 9781466634473|DOI: 10.4018/jebr.2013070102
Cite Article Cite Article

MLA

Scupola, Ada, and Hanne Westh Nicolajsen. "Using Social Media for Service Innovations: Challenges and Pitfalls." IJEBR vol.9, no.3 2013: pp.27-37. http://doi.org/10.4018/jebr.2013070102

APA

Scupola, A. & Nicolajsen, H. W. (2013). Using Social Media for Service Innovations: Challenges and Pitfalls. International Journal of E-Business Research (IJEBR), 9(3), 27-37. http://doi.org/10.4018/jebr.2013070102

Chicago

Scupola, Ada, and Hanne Westh Nicolajsen. "Using Social Media for Service Innovations: Challenges and Pitfalls," International Journal of E-Business Research (IJEBR) 9, no.3: 27-37. http://doi.org/10.4018/jebr.2013070102

Export Reference

Mendeley
Favorite Full-Issue Download

Abstract

This article investigates how social software such as blogs can be used to collect ideas generated by the users in the service innovation process. After a theoretical discussion of user involvement and more specifically user involvement using social software and interactive web-tools, the article 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 very 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.

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.