Journal of Internet Computing and Services (인터넷정보학회논문지)

Korean Society for Internet Information (한국인터넷정보학회)
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Challenges and Solutions in Online Community-based Open Innovation: The Case of MyStarbucksIdea.com

온라인 커뮤니티 기반 개방형 혁신의 도전적 문제들과 그 대응방안: 마이스타벅스아이디어닷컴 사례를 중심으로

  • Lee, Hanjun (Center for Defense Management, Korea Institute for Defense Analyses) ;
  • Suh, Yongmoo (Business School, Korea University)
  • Received : 2016.04.01
  • Accepted : 2015.12.15
  • Published : 2017.04.30
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Abstract

Open innovation, a new paradigm which utilizes customer ideas for organizational innovation directly, is evaluated as a useful method to innovate the organization itself. In this research, we analyze the case of Starbucks' online community, MyStarbucksIdea.com to examine how collective intelligence is formed out of mass customers in the community and how open innovation is to be implemented successfully. We review various challenges in implementing open innovation and then suggest practical approaches to the challenges, including customer relationship management, utilization of opinion leaders, application of engineering techniques, etc.

최근 여러 기업들에 의해 시도되고 있는 개방형 혁신은 고객의 의견을 조직혁신에 활용하는 유용한 방법론으로 평가받고 있다. 그러나 이를 효과적으로 구현하여 실효를 거두기 위해서는 전략적인 접근이 필요하다. 본 연구에서는 온라인 커뮤니티를 활용한 개방형 혁신의 대표적인 성공사례로 알려진 스타벅스의 커뮤니티에 대한 사례연구를 통해 고객들의 집단 지성이 어떻게 해당 커뮤니티를 통해 개방형 혁신으로 구현되었는지 살펴보고 구축 성과와 함께 성공요인에 대해 논의하였다. 이를 토대로 개방형 혁신에 따르는 다양한 도전들을 분석하고 이에 대응하기 위하여 고객관리와의 연계, 오피니언 리더 활용, 공학적 기법 도입 등 효과적이고 효율적인 개방형 혁신 구현을 위한 방안을 제안하였다.

Keywords

References

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