The paper is concerned with relationships between SSME and ICTs and focuses on the role of Web 2.0 tools in the service development process. The research presented aims at exploring how collaborative technologies can support and improve service processes, highlighting customer centrality and value co-production. The core idea of the paper is the centrality of user participation and the collaborative technologies as enabling factors; Wikipedia is analyzed as an example. The result of such analysis is the identification and description of a pattern characterising specific services in which users collaborate by means of web tools with value co-producers during the service process. The pattern of collaborative co-production concerning several categories of services including knowledge based services is then discussed

Boselli, R., Cesarini, M., Mezzanzanica, M. (2009). Customer knowledge and service development, the Web 2.0 role in co-production. WORLD ACADEMY OF SCIENCE, ENGINEERING AND TECHNOLOGY, 40, 600-606.

Customer knowledge and service development, the Web 2.0 role in co-production

Boselli, R;Cesarini, M;Mezzanzanica, M.
2009

Abstract

The paper is concerned with relationships between SSME and ICTs and focuses on the role of Web 2.0 tools in the service development process. The research presented aims at exploring how collaborative technologies can support and improve service processes, highlighting customer centrality and value co-production. The core idea of the paper is the centrality of user participation and the collaborative technologies as enabling factors; Wikipedia is analyzed as an example. The result of such analysis is the identification and description of a pattern characterising specific services in which users collaborate by means of web tools with value co-producers during the service process. The pattern of collaborative co-production concerning several categories of services including knowledge based services is then discussed
Articolo in rivista - Articolo scientifico
Service Development Process; Service Interaction Patterns; Services Science; Web 2.0 tools; Engineering (all)
English
600
606
7
Boselli, R., Cesarini, M., Mezzanzanica, M. (2009). Customer knowledge and service development, the Web 2.0 role in co-production. WORLD ACADEMY OF SCIENCE, ENGINEERING AND TECHNOLOGY, 40, 600-606.
Boselli, R; Cesarini, M; Mezzanzanica, M
File in questo prodotto:
Non ci sono file associati a questo prodotto.

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10281/176715
Citazioni
  • Scopus 13
  • ???jsp.display-item.citation.isi??? ND
Social impact