The Impacts of Information Technology Enabled Services on Service Innovations: A Case Study in a Publishing Company Yao Chin Lin Dept. of Information Management Yuan Ze University Tao-yuan, Taiwan (R.O.C.) imyclin@saturn.yzu.edu.tw Ping Heng Tsai Dept. of Information Management Yuan Ze University Tao-yuan, Taiwan (R.O.C.) s969207@mail.yzu.edu.tw Nhu Hang Ha Dept. of Information Management Yuan Ze University Tao-yuan, Taiwan (R.O.C.) s999212@mail.yzu.edu.tw Abstract: This paper aims to discover how Mook, a publishing company, connects with their users through a new tourism platform named Tripass. This platform has set some new functions, in which encourages users to participate, such as, trip planning, itinerary discussions, etc., are including new innovation services, Using Mook as a study object. This paper examines the relationships between the company and their users, in order to have the best understanding in how Mook uses Web 2.0-based community to make a connection with users. The findings of this paper figure out some characteristics in service innovations. Tripass is aiming to complete integrated ICT suites including Web 2.0 technologies. MOOK provides the tourism information from the database connecting to Google Maps and Street Views for assisting bloggers’ photographs and tourists in itineraries arrangement. On the other side, the tourists are able to use the online functions to discuss their itineraries with their friends. In addition, they may also download complete tour itineraries from Tripass into handheld devices. Finally, Mook provides new technological options for users to have a new experience in Tripass in order to offer continuously services links to terminal devices. Keywords: Information Technology Enabled Service, Service Innovation, Content-as-a-Service I. INTRODUCTION Tourism has become one of the most popular leisure activities in Taiwan, according to the investigation of Taiwan Tourism Bureau statistics, over nine million people have travel abroad experiences, of which around 90% tourisms destined for Asian countries, following is Americas which is around 5%. Another report from INSIGHTXPLORER indicated that 75% of Taiwanese tourists prefer planning a free individual travels (FIT) in the domestics. In case they would like to travel abroad, 77% of travelers prefer to join with the basic or package tours. The report also mentioned the ways in which tourists collect information related to their trips. There is 27.3% from the travelling Website, such as Lion Travel Service, Star Travel in Taiwan, 25.7% from the word of mouth recommendations from their families or friends, 23.7% from the search engines, such as Yahoo! or Google, 21.8% from the travelling books or magazines, and 16.4% from blogs (Figure. 1). In recent years, the Internet has grown rapidly to become an important means of disseminating information, especially in the developed world. Information collection habits of users have changed from books, magazines, or newspapers to Web- based sources. Especially, most people prefer to use Web 2.0- based community, because it includes some interaction functions, such as a message board and instant messaging. Nowadays, Web 2.0 concept becomes a popular buzzword in blogosphere and social media (professional forums, blogs, Wiki, podcasts, and etc). Figure 1. Tourist information channels in 2011. Source: INSIGHTXPLORER A basic function of the Web 2.0-based community, allows users to interact, collaborate and share their experiences with each other, Ipeen or funP is the most popular Web 2.0-based community in Taiwan. On the other hand, the brand manufacturers have been simultaneously creating, and launching a lot of new handheld devices in to the market, which can increase users’ mobility. (e.g.: Apple iPad, and iPhone, Amazon Kindle, Asus Eee pad, and Samsung Galaxy and etc.). These intelligent functions in handheld devices help users to download amusing messages from Website, to share their experiences with friends. Therefore, users are willing to use handheld devices as useful searching and sharing tools. In addition, most shared knowledge of tourists on the blogospheres or tourism forums is open access. This feature attracts more people who are planning to travel and want to 2011 IEEE Asia -Pacific Services Computing Conference 978-0-7695-4624-7/11 $26.00 © 2011 IEEE DOI 10.1109/APSCC.2011.22 41