Customers Working for Customers: Collaborative Web 2.0 Services

Heidemarie Hanekop and Volker Wittke

Chapter 10 in Customers at Work, 2013, pp 197-222 from Palgrave Macmillan

Abstract: Abstract The development of web 2.0 technologies since the mid-1990s has given a powerful new impetus to the growing trend of customers participating in the creation of services. Not only has it enabled this participation on a larger scale, it has also stimulated the development of a new type of service — one that integrates customers in the service creation process in ways never seen before. Customer service is now provided not by service providers alone but also by customers. Large numbers of customers are working for customers in a collaborative effort or, to be more precise, in large-scale collective action.

Keywords: Collective Action; User Community; Shared Goal; Open Source Project; Travel Business (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-29325-1_10

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DOI: 10.1057/9781137293251_10

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