Open Strengths and Weaknesses of IT User Innovation: Evidence from Three Cases

Abstract

The advent of the open innovation approach, together with the increased sophistication of new IT tools, has excited several researchers’ interest in user innovation. However, most such research remains fragmented and limited in its scope. The aim of the present study is to explore the role of IT throughout all the different phases of user innovation process and their associated advantages and disadvantages. In doing so, the study draws on material gleaned from three cases of companies in their attempt to integrate users and customers during the different phases of the innovation process. The study shows that IT tools are not enough rather they need to be complemented with more traditional modes of interactions and communications with their customers and users. This is all the more so as customers and users in other parts of the world differ with regard to their preferences, technical maturities and access to IT. The chapter ends with conclusions and some implications for theory and practice of open innovation technologies.