The research question examined in this chapter is how service encounters, based on digital interfaces, differ from face-to-face (f2f) encounters in terms of potential innovative generativity. New computer technologies facilitating big data processing and the development of advanced recommender systems and the recent developments of artificial intelligence with respect to cognitive and affective computing will certainly enhance the potential for innovations to be created on the basis of digital service encounters. However, the empathetic understanding of the needs and wants of the service users that can be part of the f2f service encounters cannot automatically result from digital service encounters. Digital tools can be developed and used to supplement the impressions that f2f encounters initiate. However, human interpretations and even human f2f encounters will also be needed to maintain the innovative generativity of service encounters.
Anders Henten and Jannick Kirk Sørensen
Edited by Anastassios Gentzoglanis and Anders Henten
Anders Henten and Reza Tadayoni
The aim of the paper is to examine the increasing dominance of IT companies in the converging ICT industry and, on the basis of this development, to contribute to extending the theoretical understanding of market and industry convergence in the ICT area. The term convergence is often used, but relatively little theory concerning convergence has been developed except for the basic differentiation between convergence based on substitution and convergence based on complementation. The framework proposed in the paper is a combination of the complementation/substitution framework with the structuralist concept of articulation used on modes of operation of companies from different parts of the ICT industries and the resource based view on companies extended to a sector perspective and the path dependent developments of the IT, telecoms and media sectors. Two kinds of empirical evidence are examined in order to discuss the emerging relations of dominance in the ICT area. First, there is a comparison of the basic technological properties of Internet communications and telecoms. Furthermore, there are two cases: One on the smartphone market and one on OTT TV. The two cases have an exemplary character illustrating the increasing dominance of the IT area in relation to telecoms and broadcasting, respectively.