Co-creation of Value Using Social Media in the Service Industry

An Empirical Case Study of Service Innovation in a Banking and Finance Company

Asle Fagerstrøm, Ravi Vatrapu, Jørgen O. Størksen

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

Resumé

Companies have adopted and used social media channels for collaboration and engagement with potential customers, customer dialog management, and, creation of user communities for the customer support and co-creation. This study aims to expand understanding of social business processes for co-creation in the service industry. Findings from a case study showed that the banking and finance company in Norway manage to co-create value together with their users. Several new online products and services have been launched since the co-creation lab was launched. The banking and finance companies’ co-creation lab has a small, but stabile group of users. There are, however, findings that indicate that there could been achieved even more value in co-creation process through more and better interaction from the company’s side, as well as introducing an incentive arrangement for the users of the co-creation lab.
OriginalsprogEngelsk
Titel2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018
Antal sider5
Udgivelses stedLos Alamos, CA
ForlagIEEE
Publikationsdatojan. 2019
Sider560-564
Artikelnummer8607818
ISBN (Trykt)9781538667866
ISBN (Elektronisk)9781538667866
DOI
StatusUdgivet - jan. 2019
Begivenhed2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) - Royal Orchid Sheraton Hotel & Towers, Bangkok, Thailand
Varighed: 16 dec. 201819 dec. 2018
http://ieem.org/docs/IEEM2018_prgBook.pdf

Konference

Konference2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)
LokationRoyal Orchid Sheraton Hotel & Towers
LandThailand
ByBangkok
Periode16/12/201819/12/2018
Internetadresse
NavnIEEE International Conference on Industrial Engineering and Engineering Management
ISSN2157-3611

Bibliografisk note

CBS Bibliotek har ikke adgang til materialet

Emneord

  • Social media
  • Social business
  • Co-creation
  • Service innovation
  • Business value
  • Empirical case study

Citer dette

Fagerstrøm, A., Vatrapu, R., & Størksen, J. O. (2019). Co-creation of Value Using Social Media in the Service Industry: An Empirical Case Study of Service Innovation in a Banking and Finance Company. I 2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018 (s. 560-564). [8607818] Los Alamos, CA: IEEE. IEEE International Conference on Industrial Engineering and Engineering Management https://doi.org/10.1109/IEEM.2018.8607818
Fagerstrøm, Asle ; Vatrapu, Ravi ; Størksen, Jørgen O. / Co-creation of Value Using Social Media in the Service Industry : An Empirical Case Study of Service Innovation in a Banking and Finance Company. 2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018. Los Alamos, CA : IEEE, 2019. s. 560-564 (IEEE International Conference on Industrial Engineering and Engineering Management).
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abstract = "Companies have adopted and used social media channels for collaboration and engagement with potential customers, customer dialog management, and, creation of user communities for the customer support and co-creation. This study aims to expand understanding of social business processes for co-creation in the service industry. Findings from a case study showed that the banking and finance company in Norway manage to co-create value together with their users. Several new online products and services have been launched since the co-creation lab was launched. The banking and finance companies’ co-creation lab has a small, but stabile group of users. There are, however, findings that indicate that there could been achieved even more value in co-creation process through more and better interaction from the company’s side, as well as introducing an incentive arrangement for the users of the co-creation lab.",
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Fagerstrøm, A, Vatrapu, R & Størksen, JO 2019, Co-creation of Value Using Social Media in the Service Industry: An Empirical Case Study of Service Innovation in a Banking and Finance Company. i 2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018., 8607818, IEEE, Los Alamos, CA, IEEE International Conference on Industrial Engineering and Engineering Management, s. 560-564, 2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), Bangkok, Thailand, 16/12/2018. https://doi.org/10.1109/IEEM.2018.8607818

Co-creation of Value Using Social Media in the Service Industry : An Empirical Case Study of Service Innovation in a Banking and Finance Company. / Fagerstrøm, Asle; Vatrapu, Ravi; Størksen, Jørgen O.

2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018. Los Alamos, CA : IEEE, 2019. s. 560-564 8607818 (IEEE International Conference on Industrial Engineering and Engineering Management).

Publikation: Bidrag til bog/antologi/rapportKonferencebidrag i proceedingsForskningpeer review

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Fagerstrøm A, Vatrapu R, Størksen JO. Co-creation of Value Using Social Media in the Service Industry: An Empirical Case Study of Service Innovation in a Banking and Finance Company. I 2018 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2018. Los Alamos, CA: IEEE. 2019. s. 560-564. 8607818. (IEEE International Conference on Industrial Engineering and Engineering Management). https://doi.org/10.1109/IEEM.2018.8607818