Majava, J. and Hyvärinen, K. (2022) ‘Crowdsourcing-based business model for online customer service: a case study’, Int. J. Value Chain Management, Vol. 13, No. 1, pp.33–46.
Crowdsourcing-based business model for online customer service : a case study
|Author:||Majava, Jukka1; Hyvärinen, Kaisa2|
1Industrial Engineering and Management, University of Oulu, P.O. Box 4610, FI-90014 Oulu, Finland
2Firstbeat Technologies Ltd., Life Science Center Keilaniemi, Keilaranta 16, 02150 Espoo, Finland
|Persistent link:|| http://urn.fi/urn:nbn:fi-fe2022102763549
|Publish Date:|| 2023-04-05
Crowdsourcing has changed how people work and created new types of business models. Crowdsourcing can be utilised by outsourcing small organisational tasks that are usually performed in-house or building the whole business concept upon an unknown crowd. This paper presents how a literature based framework can be applied to develop an innovative crowdsourcing-based business model in online customer service. The relevant literature on crowdsourcing, business models, and customer services was reviewed. The business model of a start up firm was analysed in the empirical study. The key elements, challenges, and benefits of a crowdsourcing-based online customer service business were defined. The key challenges of the model include service quality, service availability, crowd motivation, client attraction, a balance between the crowd and client numbers, and platform-related challenges. The main advantages of the model include cost-effectiveness, an industry-specific crowd, service availability, competitive service quality, human touch, and a lower price point.
International journal of value chain management
|Pages:||33 - 46|
|Type of Publication:||
A1 Journal article – refereed
|Field of Science:||
512 Business and management
222 Other engineering and technologies
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