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首页> 外文期刊>Advanced Science Letters >Social Media Approach on Customer Co-Creation of Innovation on Service Telecommunication
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Social Media Approach on Customer Co-Creation of Innovation on Service Telecommunication

机译：社会媒体探讨客户共同创新的服务电信创新

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摘要

Social media is recognized as a tool that allows organizations to engage their customers to openly participate in an online and virtual communication. Customer co-creation signifies social collaboration process between customers and producers, provided by an organization to innovatenew and existing service or product development. The objective of this paper is to discuss the approach in using social media on customer co-creation in service telecommunication. This is important as social media is bridging the gap between the telecommunication service providers and itscustomers that may lead to unpredictable outcome beyond the capacity of the Telco alone; discovery of new ideas, insights and innovation of services. In order to achieve the objective, a qualitative approach was conducted among the staff of a selected telecommunication company (Telco) usingsemi-structured interviews. Ultimately, the findings may result in understanding and proposing a balanced approach serving the Telco co-creation activities using social media whilst overcoming the risk and limitation of social media as a co-creation tool.
机译：社交媒体被认为是一个工具，允许组织从事客户公开参与在线和虚拟通信。客户共同创作表示客户和生产者之间的社会协作过程，由组织提供创新和现有服务或产品开发。本文的目的是讨论使用社交媒体对客户共同创造的方法。这很重要，因为社交媒体正在弥合电信服务提供商和其客户之间的差距，这可能导致超出电信的能力超出了超出了Telco的能力;发现新的想法，见解和服务创新。为了实现目标，在选定的电信公司（Telco）Usingsemi结构访谈中的工作人员进行了一种定性方法。最终，调查结果可能会导致使用社交媒体提供电信共同创作活动的平衡方法，同时克服社交媒体作为共同创造工具的风险和限制。

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