The Role of Customer Involvement in Library E-services

A. Scupola () and H. W. Nicolajsen ()
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A. Scupola: Roskilde University, CBIT
H. W. Nicolajsen: Aalborg University, Centre for Media, Communication and Information Technologies

A chapter in Information Systems: People, Organizations, Institutions, and Technologies, 2009, pp 15-22 from Springer

Abstract: Abstract In this article, we empirically investigate customer’s involvement in the new development of e-services within research libraries. Our conclusion is that the main roles that customers have in library e-services innovation and new development are customers as resources and as users; the library found it challenging to motivate the customers to become co-creators of e-services as for example in online review services.

Keywords: Innovation Process; Service Development; Service Innovation; User Involvement; Research Library (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-7908-2148-2_3

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DOI: 10.1007/978-3-7908-2148-2_3

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