Online Intermediaries and Service Co-creation Capabilities: An Exploratory Case Study of Client Organizations for Open Innovation

Publication Type:
Conference Proceeding
Citation:
2016
Issue Date:
2016-12-15
Full metadata record
Files in This Item:
Filename Description Size
Randhawa-Wilden_Online Intermediaries.pdfAccepted Manuscript version1.45 MB
Adobe PDF
Using an exploratory case study, we investigate the capabilities intermediaries deploy when engaging with client organizations to facilitate open innovation (OI) via online communities. A core contribution of our study is a theoretical framework of the capability portfolio of intermediaries, enabling clients to overcome barriers to online community-based OI. Results reveal that OI intermediaries deploy technological and marketing capabilities to help clients deal with project teamlevel and organizational-level challenges, respectively. Further, co-creation capabilities play an even more critical role by acting as a higher-order capability comprising a portfolio of product- and market-oriented service capabilities, which further reinforce the intermediaries’ technological and marketing capabilities. Co-creation capabilities are thus central to implementing client-centric services through which intermediaries can more effectively co-develop both the product and market for online community engagement, thereby playing a complementary role in helping clients overcome the identified project-level and organizational barriers. These insights are useful for managers of intermediaries in developing and deploying capabilities to build client capacity in community-based OI.
Please use this identifier to cite or link to this item: