Social Media Utilization for the Service Innovation: Case Study of Danish Companies

Lene Tolstrup Sørensen and Morten Falch
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Lene Tolstrup Sørensen: Department of Electronic Systems, Aalborg University, Copenhagen, Denmark
Morten Falch: Department of Electronic Systems, Aalborg University, Copenhagen, Denmark

International Journal of E-Services and Mobile Applications (IJESMA), 2018, vol. 10, issue 1, 1-12

Abstract: This article describes how more and more enterprises are represented on online social networks. A significant number of these enterprises are uncertain to why they are present on the social technologies, while others have a clear strategy. These strategies include getting closer to the customers for new innovation and service creation. This article looks into how innovation takes place for enterprises using Facebook as their channel for starting service innovation in the meetings between the enterprise and the customer as part of their strategy to getting closer to the customers. The article takes a theoretical look on service innovation in the ICT service encounter, where the ICT relation is based on social media. Two Danish cases are presented (a bank and a mobile service provider) focusing on their use of Facebook in their ideation and innovation processes. Interviews and monitoring of Facebook activities are used as data sources to understand the ideation and innovation processes of the cases.

Date: 2018
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International Journal of E-Services and Mobile Applications (IJESMA) is currently edited by Rajeev Dwivedi

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