The study proposes a holistic approach to consumer service systems and “collective intelligence” by investigating the Collective Knowledge Systems (CKSs) and the Social Semantic Web (SSW) platform as enablers for value co- creation. Our paper makes progress exploring on value co-creation within smart retail settings focusing on customer care service. A request management based on semantic web applications improves business processes, exchange relevant information with stakeholders spreading the collected intelligence at multiple levels (con- sumers, customer service, retailers). Modeling service systems as CKS allows retailers and customers to co-create value that is “semanticized” and exploited as an improvement of the service itself Key words: Smart retailing, Consumer service system Collective knowledge systems Social-semantic web
Managing value co-creation in consumer service systems within smart retail settings
Bassano C.
;Piciocchi P.;
2018
Abstract
The study proposes a holistic approach to consumer service systems and “collective intelligence” by investigating the Collective Knowledge Systems (CKSs) and the Social Semantic Web (SSW) platform as enablers for value co- creation. Our paper makes progress exploring on value co-creation within smart retail settings focusing on customer care service. A request management based on semantic web applications improves business processes, exchange relevant information with stakeholders spreading the collected intelligence at multiple levels (con- sumers, customer service, retailers). Modeling service systems as CKS allows retailers and customers to co-create value that is “semanticized” and exploited as an improvement of the service itself Key words: Smart retailing, Consumer service system Collective knowledge systems Social-semantic webI documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
