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Abstract

A major impact of the recent evolution of information and communication technologies (ICT) is the creation and innovation of online services. The distance between the vendor and its customers becomes much closer and the whole service process becomes highly transparent because of the extensive use of ICT. In fact, ICT continue to drive business innovation and related services. Service innovation includes not only improving existing services but also creating highly efficient and customer-centric new services in a scientific way. It is a highly potential but under-investigated area where our research is often behind practical applications. Theoretical development, if any, is also very weak

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