Roberto Boselli and Mirko Cesarini and Mario Mezzanzanica
Customer Knowledge and Service Development, the Web 2.0 Role in Coproduction
1066 - 1072
2008
2
4
International Journal of Computer and Information Engineering
https://publications.waset.org/pdf/3068
https://publications.waset.org/vol/16
World Academy of Science, Engineering and Technology
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 coproduction.
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
coproducers during the service process. The pattern of collaborative
coproduction concerning several categories of services including
knowledge based services is then discussed.
Open Science Index 16, 2008