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.
|Title of host publication||Information Systems: People, Organizations, Institutions, and Technologies|
|Editors||Alessandro D'Atri, Domenico Saccà|
|Number of pages||8|
|Publisher||Kluwer Academic Publishers|
|Publication status||Published - 2009|