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Online Review Site Data in Service Innovation

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  • Tuomo Eloranta

    (Aalto University, Espoo, Finland)

Abstract

The increased emphasis of customer understanding and involvement in successful service innovation has resulted to the development of various co-creation approaches striving for tight coupling between customers and companies. While highly integrative methods certainly have their place, there is also a need for lighter means for gaining customer understanding amidst the organizational reality of limited budgets and time famine. Given this, the objective of the study is to examine ways of virtual customer integration, namely utilizing feedback customers give on public online review sites as a source of new ideas and inspiration for service innovation. This study brings new understanding on how firms can best leverage online review sites as a part of their customer integration tool portfolio to support their innovation activities.

Suggested Citation

  • Tuomo Eloranta, 2016. "Online Review Site Data in Service Innovation," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 8(4), pages 20-34, October.
    • Handle: RePEc:igg:jesma0:v:8:y:2016:i:4:p:20-34
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    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJESMA.2016100102
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    Cited by:

    1. Susan (Sixue) Jia & Fei Li, 2018. "Customer value co-creation in KIBS firms’ new service development: Patterns and antecedents," International Journal of Business and Social Research, LAR Center Press, vol. 8(1), pages 19-28, January.
    2. Susan (Sixue) Jia & Fei Li, 2018. "Customer value co-creation in KIBS firms’ new service development: Patterns and antecedents," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 8(1), pages 19-28, January.
    3. Hua (Jonathan) Ye & Cecil Eng Huang Chua & Jun Sun, 2019. "Enhancing mobile data services performance via online reviews," Information Systems Frontiers, Springer, vol. 21(2), pages 441-452, April.

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