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 language | English |
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| Title of host publication | The 25th Annual RESER Conference |
| Subtitle of host publication | Innovative Services in the 21st Century |
| Place of Publication | Roskilde |
| Publisher | European Association for Research on Services (RESER) |
| ISBN (Print) | 978-87-7349-921-4 |
| Publication status | Published - 2015 |
| MoE publication type | B3 Non-refereed article in conference proceedings |
| Event | 25th Annual RESER Conference, Innovative Services in the 21st Century, RESER 2015 - Copenhagen, Denmark Duration: 10 Sept 2015 → 12 Sept 2015 Conference number: 25 |
Conference
| Conference | 25th Annual RESER Conference, Innovative Services in the 21st Century, RESER 2015 |
|---|---|
| Abbreviated title | RESER 2015 |
| Country/Territory | Denmark |
| City | Copenhagen |
| Period | 10/09/15 → 12/09/15 |
Keywords
- service innovation
- S-D logic
- ICT
- service encounters
- value co-creation
- value expectations
- innovation logic