The role of Customer Involvement in Library E-services

Research output: Conference Article in Proceeding or Book/Report chapterBook chapterResearch


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.
Original languageEnglish
Title of host publicationInformation Systems: People, Organizations, Institutions, and Technologies
EditorsAlessandro D'Atri, Domenico Saccà
Number of pages8
PublisherKluwer Academic Publishers
Publication date2009
ISBN (Print)978-3790821475
Publication statusPublished - 2009


  • Customer Involvement
  • E-Service Development
  • Research Libraries
  • Innovation Processes
  • User Feedback


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