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The role of Customer Involvement in Library E-services

  • Aalborg University
Research Output:
Conference Article in Proceeding or Book/Report chapter
Book chapter

Publication Information

Output type

Research Output:
Conference Article in Proceeding or Book/Report chapter
Book chapter

Original language

English

Publication milestones

  • Published - 2009

Publication status

Published - 2009

Publisher

Kluwer Academic Publishers

ISBN (Print)

978-3790821475

Host publication title

Information Systems: People, Organizations, Institutions, and Technologies

Host publication editors

  • Alessandro D'Atri
  • Domenico Saccà

Abstract

We investigate customer involvement in the development of e-service within research Libraries. By revisiting earlier research on innovation processes as well as newer research on new product and new service development we derive a conceptual model on different actors that are important in the process of e-service development. Our conclusion is that due to the immature technologies in use customers primarily contribute as users whereby their logged use or the feedback they provide inform the innovation process.