Abstract: In order to survive on the market, companies must
constantly develop improved and new products. These products are
designed to serve the needs of their customers in the best possible
way. The creation of new products is also called innovation and is
primarily driven by a company’s internal research and development
department. However, a new approach has been taking place for some
years now, involving external knowledge in the innovation process.
This approach is called open innovation and identifies customer
knowledge as the most important source in the innovation process. This paper presents a concept of using social media posts as an external source to support the open innovation approach in its
initial phase, the Ideation phase. For this purpose, the social media
posts are semantically structured with the help of an ontology and
the authors are evaluated using graph-theoretical metrics such as
density. For the structuring and evaluation of relevant social media
posts, we also use the findings of Natural Language Processing, e.
g. Named Entity Recognition, specific dictionaries, Triple Tagger
and Part-of-Speech-Tagger. The selection and evaluation of the tools
used are discussed in this paper. Using our ontology and metrics
to structure social media posts enables users to semantically search
these posts for new product ideas and thus gain an improved insight
into the external sources such as customer needs.
Abstract: Aim of this paper is to explore the prospect of a new approach of mobile phone banking in Libya. This study evaluates customer knowledge on commercial mobile banking in Libya. To examine the relationship between age, occupation and intention for using mobile banking for commercial purpose, a survey was conducted to gather information from one hundred Libyan bank clients. The results indicate that Libyan customers have accepted the new technology and they are ready to use it. There is no significant joint relationship between age and occupation found in intention to use mobile banking in Libya. On the other hand, the customers’ knowledge about mobile banking has a greater relationship with the intention. This study has implications for demographic researches and consumer behaviour disciplines. It also has profitable implications for banks and managers in Libya, as it will assist in better understanding of the Libyan consumers and their activities, when they develop their market strategies and new service.
Abstract: Although current competitive challenges induced by today-s digital economy place their main emphasis on organizational knowledge, customer knowledge has been overlooked. On the other hand, the business community has finally begun to realize the important role customer knowledge can play in the organizational boundaries of the corporate arena. As a result, there is an emerging market for the tools and utilities whose objective is to provide the intelligence for knowledge sharing between the businesses and their customers. In this paper, we present a conceptual model of customer knowledge management by identifying and analyzing the existing tools in the market. The focus will be upon the emerging British dotcom industry whose customer based B2C behavior has been an influential part of the knowledge based intelligence tools in existence today.
Abstract: The paper is concerned with relationships between
SSME and ICTs and focuses on the role of Web 2.0 tools in
the service development process. The research presented aims at
exploring how collaborative technologies can support and improve
service processes, highlighting customer centrality and value coproduction.
The core idea of the paper is the centrality of user
participation and the collaborative technologies as enabling factors;
Wikipedia is analyzed as an example. The result of such analysis is
the identification and description of a pattern characterising specific
services in which users collaborate by means of web tools with value
co-producers during the service process. The pattern of collaborative
co-production concerning several categories of services including
knowledge based services is then discussed.