Information and communication technology and user knowledge-driven innovation in services

Abstract

User knowledge has been an important source of novel product development and innovation, but gathering accurate user knowledge has been time consuming and difficult because user knowledge is tacit and globally dispersed. However, information and communication technology can expand the boundaries by making user knowledge easier and less expensive to access. Structures and organizations are emerging to perform the task of user information gathering. This paper examines the nature of user knowledge and the emergence of a new system/ structure for user knowledge gathering and user involvement in innovation. Three case studies of business innovation in three different organizations illustrate the ways that the organization matches the type of innovation with the characteristics of user knowledge. User involvement can occur either through direct input or via feedback provided after customers received services. User input can also be either proactive or reactive. User knowledge is often employed to monitor service workers also, which has significantly contributed to recent improvement in service quality. The cases presented support our proposition.

Effectiveness of Nonverbal Communicators (CCTV) in Crisis Situations: An Agenda Setting Perspective on the Cameroon Anglophone Crisis

“…Ashby [37] avers that nonverbal communicators (CCTV cameras) have great to influence work place ethics, public space discussions, and related avenues of interaction. Corroborating this, [12][13][14] equally submitted on the applicability of CCTV cameras as a nonverbal communicator, that these technologies communicate as law enforcers: monitoring and conditioning speech pattern (subject matter and rendition), actions and overall communication behaviour. These dynamics on the applicability of CCTV cameras find explanation in the external variables (EV), behavioural intention (BI) and actual system use (ASU) which [54] added to the two major pillars of technology acceptance model (TAM) (perceived usefulness (PU) and perceived ease of use (PEU)).…”

“…Human progress through different eras (the stone age, Agrarian revolution, Industrial revolution and the Internet age) are characterised by changes in technology and technological advancements in communication tools, gadgets and applications, whose presence and use continually transform the communication space [12]. Increasingly, as these communication technologies facilitate interaction, they also pose as unscripted communication law enforcers; monitoring and conditioning speech patterns (subject matter and rendition), actions and overall communication behaviour [13,14], with their abilities to set varied agendas.…”

Determinants of impact investing for tourism development in emerging destinations of sub-Saharan Africa

“…This makes tourism to have multiple entries into the value chains which is unlike what may exist in other industries where the linear model of production is often the norm. Recent advances in ICTs have placed the consumer at the centre of the chain enabling rapid communication with end users and customers anywhere along the value chain (Park et al, 2015). This provides a good opportunity for tourism SMEs/STFs, with their small size and flexibility, to play important roles in enhancing customer satisfaction, individualized treatment and capital generation, which can be done through sourcing for impact funds.…”

User-driven innovation and technology-use in public health and social care: A systematic review of existing evidence

“…For example, information and communication technologies (ICTs), particularly social media, may accelerate the speed of knowledge transfer and creation by affording new types of behaviors that were not possible with the previous form of computer-mediated communication (Lewis et al, 2010;David et al, 2014;Hussain, 2017). Favorite technological tools such as employee competence databases, online search systems, expert networks, workflow software, decision support systems, data warehouse and so the forth, all can enable organization to gather, store, response, sort out and utilize user knowledge more efficiently and economically (Sher and Lee, 2004;Park et al, 2015).…”