A component diagram presenting a gamified environment supporting customer engagement in a service innovation process

Abstract

International audienceA large share of innovative efforts in business is related to the development of new services. Service innovation can increase organizations' competitive advantage, and enhance their relationship and success with their customers. The main objective of this research in progress is to study how the success rate of service innovation could be improved by strengthening customer engagement through the use of gamification. A detailed component diagram presents the relationships that exist between the various gamification elements in the context of our study. The diagram is based on a deep review of the literature