ICT-based service encounters as an innovation arena

Hannamaija Määttä, Inka Lappalainen

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


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


Conference25th Annual RESER Conference, Innovative Services in the 21st Century, RESER 2015
Abbreviated titleRESER 2015


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


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