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Virtual Customer Environments: IT-Enabled Customer Co-innovation and Value Co-creation

  • Satish Nambisan
Chapter
Part of the Annals of Information Systems book series (AOIS, volume 5)

Abstract

In recent years, the establishment of IT-enabled customer co-innovation and value co-creation platforms or virtual customer environments (VCEs) has radically changed the nature and extent of customer involvement in product innovation and product support activities. VCEs offer facilities ranging from online customer discussion forums to virtual product design and prototyping centers and enhance the richness of customers’ interactions with one another and with the company. This chapter provides an introduction to the different research themes and issues that arise from the emergence of VCEs. Specifically, four broad set of research issues are discussed. First, what are the different customer co-innovation and value co-creation roles that are enabled by IT? Second, what are the factors that motivate customer participation in innovation and value creation in VCEs? Third, what are the critical dimensions of customers’ experience in VCEs? And, fourth, what are the different types of impact of customer participation in VCEs? Together, these four broad themes offer a rich and promising set of issues for future research in the area of IT-enabled customer co-innovation and value co-creation.

Keywords

Customer Relationship Management Customer Experience Customer Participation Product Support Customer Interaction 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer Science+Business Media, LLC 2010

Authors and Affiliations

  1. 1.Lally School of Management, Rensselaer Polytechnic InstituteTroyUSA

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