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Crowdsourcing has rapidly gained popularity in business and academia. Research on crowdsourcing has focused mostly on the resources external to an organisation, with less attention being paid to in-house crowdsourcing (IHCS). We believe that IHCS has potential to empower employees to partake in workplace innovation. We argue that employee motivation is one of the most significant factors influencing the success or failure of any IHCS project. Yet, to the knowledge of the authors, employee motivation has not been studied in the context of IHCS thus far, and the present study aims to fill this research gap. We present the case of an IHCS project launched by a large Finnish government-owned company (GOC) that offers diversified logistics services. We identify five factors that influence employees' extrinsic and intrinsic motivation to participate in workplace innovation via IHCS, namely working environment, rewards systems, feedback and processing time, user experience and role of technology, and site marketing and communication. Further, we set several theoretical propositions for empirical testing. Our contribution to workplace innovation literature is two-fold: enhancing the general understanding of IHCS; and studying employee motivation in the IHCS context. We also contribute to the wider innovation management literature by increasing general knowledge about innovativeness of GOCs.

PurposeThe purpose of this paper is to develop Delphi methodology toward a holistic method for forecasting market change. Delphi methodology experienced its culmination in marketing research during the 1970s–1980s, but still has much to offer to both marketing scholars and practitioners in contexts where future market changes are associated with ambiguity and uncertainty.Design/methodology/approachThis study revives the Delphi methodology by exemplifying how a recently developed framework on market change can be combined with the Delphi technique for data collection to support forecasting activities and research. The authors demonstrate the benefits of the improved methodology in an empirical study on the impact of the fifth generation of wireless communications technologies (5G) on the Finnish media market.FindingsThe developed methodological approach aids marketing scholars in categorizing and analyzing the data collected for capturing market change; and better guiding experts/respondents to provide holistic projections of future market change. The authors show that using a predefined theoretical framework in combination with the Delphi method for data collection and analysis is beneficial for studying future market change.Originality/valueThis paper develops Delphi methodology and contributes with a novel methodological approach to assessing market change.

Co-creation assumes an interactive and dynamic relationship where value is created at the nexus of interaction. Co-creating value is challenging with marginalized youths. In this article, social media is seen as an underutilized resource for developing services. This article approaches social media as a context from which it is possible to derive information that would otherwise be unattainable. Using data from a Finnish discussion board, this article answers the following question: How can the experiences of socially withdrawn youth shared on social media be used to enrich the knowledge base on service co-creation processes? The empirical data consist of messages on the Hikikomero discussion forum, which were analysed using a combination of unsupervised machine learning and discourse analysis. The results show that social media provides a window into the everyday lives of socially withdrawn youths, offering information that could be used to develop public services

Purpose
The COVID-19 wave spread all over the global market, affecting all industries. This paper aims to develop the understanding of how service systems can enhance their viability when facing rapid systemic changes.


Design/methodology/approach
The authors use data from Reddit, and particularly the subreddit r/coronavirus, to identify posts that discuss the impact of coronavirus on business. The authors use an algorithm to scrape the data with business-related search terms and elaborate relevant posts.


Findings
The findings show key topics and related sentiments on the impact of COVID-19 on business. Service systems can enhance viability by identifying alternative paths for emerging opportunities (by being creative), seize opportunities offered by the changing environment (by being opportunistic), not compromise conditions for internal balance (by being resilient), focus attention on critical purposes (by being essential) and perform nonharmful actions (by being responsible).


Originality/value
This paper proposes a framework depicting five possible key enhancers of viability to face a systemic crisis. In brief, companies need to ensure that they are creative, opportunistic, resilient, essential and responsible.

PurposeThis paper considers the potential of social media for developing public services. The paper approaches social media as a context that can provide information that might otherwise be unattainable. The focus of analysis is on a special hard-to-reach group of marginalized youths who appear to have isolated themselves from society.Design/methodology/approachThe authors answer the question: How can the experiences of socially withdrawn youth as shared on social media be used to enrich the knowledge base relating to the initiation phase of co-creation of public services? The data retrieved from the Finnish discussion forum are analyzed using the combination of unsupervised machine learning and discourse analysis.FindingsThe paper contributes by outlining a method that can be applied to identify expertise-by-experience from digital stories shared by marginalized youths. To overcome the challenges of making socially withdrawn youths real contributors to the co-creation of public services, this paper suggests several theoretical and managerial implications.Originality/valueCo-creation assumes an interactive and dynamic relationship where value is created at the nexus of interaction. However, the evidence base for successful co-creation, particularly with digital technology, is limited. This paper fills the gap by providing findings from a case study that investigated how social media discussions can be a stimulus to enrich the knowledge base of the co-creation of public services.

Purpose This paper considers the potential of social media for developing public services. The paper approaches social media as a context that can provide information that might otherwise be unattainable. The focus of analysis is on a special hard-to-reach group of marginalized youths who appear to have isolated themselves from society. Design/methodology/approach The authors answer the question: How can the experiences of socially withdrawn youth as shared on social media be used to enrich the knowledge base relating to the initiation phase of co-creation of public services? The data retrieved from the Finnish discussion forum are analyzed using the combination of unsupervised machine learning and discourse analysis. Findings The paper contributes by outlining a method that can be applied to identify expertise-by-experience from digital stories shared by marginalized youths. To overcome the challenges of making socially withdrawn youths real contributors to the co-creation of public services, this paper suggests several theoretical and managerial implications. Originality/value Co-creation assumes an interactive and dynamic relationship where value is created at the nexus of interaction. However, the evidence base for successful co-creation, particularly with digital technology, is limited. This paper fills the gap by providing findings from a case study that investigated how social media discussions can be a stimulus to enrich the knowledge base of the co-creation of public services. ; © 2021, Harri Jalonen, Jussi Kokkola, Harri Laihonen, Hanna Kirjavainen, Valtteri Kaartemo and Miika Vähämaa. Published by Emerald Publishing Limited. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode ; This paper was created in conjunction with the Co-creation of Service Innovation in Europe (CoSIE) project. The project has received funding from the European Union's Horizon 2020 research and innovation programme H2020-SC6-COCREATION-2017 under grant agreement No 770492. www.cosie-project.eu. ; fi=vertaisarvioitu|en=peerReviewed|

Purpose This paper considers the potential of social media for developing public services. The paper approaches social media as a context that can provide information that might otherwise be unattainable. The focus of analysis is on a special hard-to-reach group of marginalized youths who appear to have isolated themselves from society. Design/methodology/approach The authors answer the question: How can the experiences of socially withdrawn youth as shared on social media be used to enrich the knowledge base relating to the initiation phase of co-creation of public services? The data retrieved from the Finnish discussion forum are analyzed using the combination of unsupervised machine learning and discourse analysis. Findings The paper contributes by outlining a method that can be applied to identify expertise-by-experience from digital stories shared by marginalized youths. To overcome the challenges of making socially withdrawn youths real contributors to the co-creation of public services, this paper suggests several theoretical and managerial implications. Originality/value Co-creation assumes an interactive and dynamic relationship where value is created at the nexus of interaction. However, the evidence base for successful co-creation, particularly with digital technology, is limited. This paper fills the gap by providing findings from a case study that investigated how social media discussions can be a stimulus to enrich the knowledge base of the co-creation of public services. ; Peer reviewed