Abstract
The development of web 2.0 technologies since the mid-1990s has given a powerful new impetus to the growing trend of customers participating in the creation of services. Not only has it enabled this participation on a larger scale, it has also stimulated the development of a new type of service — one that integrates customers in the service creation process in ways never seen before. Customer service is now provided not by service providers alone but also by customers. Large numbers of customers are working for customers in a collaborative effort or, to be more precise, in large-scale collective action.KeywordsCollective ActionUser CommunityShared GoalOpen Source ProjectTravel BusinessThese keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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