Co-creation of Value Using Social Media in the Service Industry: An Empirical Case Study of Service Innovation in a Banking and Finance Company

This study aims to expand understanding of social business processes for co-creation in the service industry. Findings from a case study showed that the banking and finance company in Norway manage to co-create value together with their users. Several new online products and services have been launched since the co-creation lab was launched. The banking and finance companies’ co-creation lab has a small, but stabile group of users. There are, however, findings that indicate that there could been achieved even more value in co-creation process through more and better interaction from the company’s side, as well as introducing an incentive arrangement for the users of the co-creation lab. This study is published at the 2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM).