63 Copyright © 2014, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. Chapter 3 DOI: 10.4018/978-1-4666-5884-4.ch003 Co-Creation of Innovations in ICT-Based Service Encounters ABSTRACT Innovations in services often emanate from service encounters (i.e. the touch points between the service producers and the customers). Two diferent types of service encounters are dealt with: face-to-face and ICT-based service encounters. The aim of the chapter is to examine the specifc conditions for innovations from ICT-based service encounters. The service encounter research tradition is mostly concerned with customer satisfaction. The perspective of the present chapter is on innovations in the service encounter. The specifc contribution of the chapter is to establish a conceptual foundation for innovations in ICT- based service encounters. INTRODUCTION When customers meet service producers in a face- to-face service encounter, the possibility exists for co-creation of innovations of service products and processes. When the service encounter is mediated via the Web, important properties are changed since the direct face-to-face contact is replaced with keyboards, graphical interfaces, cameras, microphones, etc. The assumption of this paper is, therefore, that the conditions for co-creation of innovations in service encounters also are changed. The aim of the paper is to discuss this hypothesis and, thereby, improve the theoretical understand- ing of the processes of co-creation of innovations in ICT-based service encounters. Jannick Kirk Sørensen Aalborg University – Copenhagen, Denmark Anders Henten Aalborg University – Copenhagen, Denmark