ICT-based service encounters as an innovation arena

Hannamaija Määttä, Inka Lappalainen

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientific

Abstract

The digitalization of services has been increasing rapidly during the recent years. Thus there is a call for service innovations, across industries in order to utilize the various potentials it offers from the perspectives of different beneficiaries. Simul-taneously the research on service encounters has been shifted towards examining ICT-based service encounters, which is yet a greatly under-researched area. This paper examines ICT-based service encounters as an arena for continuous innova-tion. It elaborates the existing categorisation of ICT-based service encounters and examines the ICT-based face-to-face encounters from the perspective of value ex-pectations of different actors and the alternative innovation logics. By providing preliminary empirical illustrations from an insurance context this paper contributes to bridging the acknowledged research gap between theory and empirical ev-idence in this topical research area.
Original languageEnglish
Title of host publicationThe 25th Annual RESER Conference
Subtitle of host publicationInnovative Services in the 21st Century
Place of PublicationRoskilde
PublisherEuropean Association for Research on Services RESER
ISBN (Print)978-87-7349-921-4
Publication statusPublished - 2015
MoE publication typeB3 Non-refereed article in conference proceedings
Event25th Annual RESER Conference, Innovative Services in the 21st Century, RESER 2015 - Copenhagen, Denmark
Duration: 10 Sep 201512 Sep 2015
Conference number: 25

Conference

Conference25th Annual RESER Conference, Innovative Services in the 21st Century, RESER 2015
Abbreviated titleRESER 2015
CountryDenmark
CityCopenhagen
Period10/09/1512/09/15

Fingerprint

Innovation
Service encounter
Industry
Logic
Service innovation
Insurance

Keywords

  • service innovation
  • S-D logic
  • ICT
  • service encounters
  • value co-creation
  • value expectations
  • innovation logic

Cite this

Määttä, H., & Lappalainen, I. (2015). ICT-based service encounters as an innovation arena. In The 25th Annual RESER Conference: Innovative Services in the 21st Century Roskilde: European Association for Research on Services RESER.
Määttä, Hannamaija ; Lappalainen, Inka. / ICT-based service encounters as an innovation arena. The 25th Annual RESER Conference: Innovative Services in the 21st Century. Roskilde : European Association for Research on Services RESER, 2015.
@inproceedings{c6957b43fb6b4cbe99a6c9f39aa4dd7b,
title = "ICT-based service encounters as an innovation arena",
abstract = "The digitalization of services has been increasing rapidly during the recent years. Thus there is a call for service innovations, across industries in order to utilize the various potentials it offers from the perspectives of different beneficiaries. Simul-taneously the research on service encounters has been shifted towards examining ICT-based service encounters, which is yet a greatly under-researched area. This paper examines ICT-based service encounters as an arena for continuous innova-tion. It elaborates the existing categorisation of ICT-based service encounters and examines the ICT-based face-to-face encounters from the perspective of value ex-pectations of different actors and the alternative innovation logics. By providing preliminary empirical illustrations from an insurance context this paper contributes to bridging the acknowledged research gap between theory and empirical ev-idence in this topical research area.",
keywords = "service innovation, S-D logic, ICT, service encounters, value co-creation, value expectations, innovation logic",
author = "Hannamaija M{\"a}{\"a}tt{\"a} and Inka Lappalainen",
year = "2015",
language = "English",
isbn = "978-87-7349-921-4",
booktitle = "The 25th Annual RESER Conference",
publisher = "European Association for Research on Services RESER",
address = "Sweden",

}

Määttä, H & Lappalainen, I 2015, ICT-based service encounters as an innovation arena. in The 25th Annual RESER Conference: Innovative Services in the 21st Century. European Association for Research on Services RESER, Roskilde, 25th Annual RESER Conference, Innovative Services in the 21st Century, RESER 2015, Copenhagen, Denmark, 10/09/15.

ICT-based service encounters as an innovation arena. / Määttä, Hannamaija; Lappalainen, Inka.

The 25th Annual RESER Conference: Innovative Services in the 21st Century. Roskilde : European Association for Research on Services RESER, 2015.

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientific

TY - GEN

T1 - ICT-based service encounters as an innovation arena

AU - Määttä, Hannamaija

AU - Lappalainen, Inka

PY - 2015

Y1 - 2015

N2 - The digitalization of services has been increasing rapidly during the recent years. Thus there is a call for service innovations, across industries in order to utilize the various potentials it offers from the perspectives of different beneficiaries. Simul-taneously the research on service encounters has been shifted towards examining ICT-based service encounters, which is yet a greatly under-researched area. This paper examines ICT-based service encounters as an arena for continuous innova-tion. It elaborates the existing categorisation of ICT-based service encounters and examines the ICT-based face-to-face encounters from the perspective of value ex-pectations of different actors and the alternative innovation logics. By providing preliminary empirical illustrations from an insurance context this paper contributes to bridging the acknowledged research gap between theory and empirical ev-idence in this topical research area.

AB - The digitalization of services has been increasing rapidly during the recent years. Thus there is a call for service innovations, across industries in order to utilize the various potentials it offers from the perspectives of different beneficiaries. Simul-taneously the research on service encounters has been shifted towards examining ICT-based service encounters, which is yet a greatly under-researched area. This paper examines ICT-based service encounters as an arena for continuous innova-tion. It elaborates the existing categorisation of ICT-based service encounters and examines the ICT-based face-to-face encounters from the perspective of value ex-pectations of different actors and the alternative innovation logics. By providing preliminary empirical illustrations from an insurance context this paper contributes to bridging the acknowledged research gap between theory and empirical ev-idence in this topical research area.

KW - service innovation

KW - S-D logic

KW - ICT

KW - service encounters

KW - value co-creation

KW - value expectations

KW - innovation logic

M3 - Conference article in proceedings

SN - 978-87-7349-921-4

BT - The 25th Annual RESER Conference

PB - European Association for Research on Services RESER

CY - Roskilde

ER -

Määttä H, Lappalainen I. ICT-based service encounters as an innovation arena. In The 25th Annual RESER Conference: Innovative Services in the 21st Century. Roskilde: European Association for Research on Services RESER. 2015