Journal
INFORMATION & MANAGEMENT
Volume 59, Issue 3, Pages -Publisher
ELSEVIER
DOI: 10.1016/j.im.2020.103267
Keywords
Digital innovation; Open innovation; Service innovation; Social media; Social media conversations; Case study; IT capabilities; Retail
Funding
- Woolworths Group
- Queensland University of Technology
- Australian Research Council [DP160103407]
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This study examines how a large retailer developed a new capability to convert consumer conversations on social media into organizational innovation. It sheds light on the microfoundations of this important capability.
Given the scale and scope of consumer conversations on social media, it is both possible and challenging for organizations to identify valuable ideas from those conversations that could lead to successful innovations. We examine how a large retailer developed a new capability to leverage public social media conversations for innovation through a process of filtering, assessing, converting, and deploying. By inductively developing a process model of how the retailer managed to convert consumer conversations on social media into organizational innovation, our study sheds light on the microfoundations of this important capability.
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