Evaluating an ICT-mediated innovative training service from users' perspective: an explorative case study

By the way of a case study, this paper aims at evaluating the innovative dimension of a training service mediated through Information and Communication Technology (ICT): the so-called e-WOCCQ. The originality of this article is twofold: (1) to question innovation, and (2) to consider the training more commonly as a service, whose major particularity is the implication of the user in the process. The theoretical framework emphasises on the definition of a service and on the concept of added-value. As this experience took place at the very beginning of the project development, an empirical methodology was developed. We assume that the so-called e-WOCCQ is an innovation as it represents an added value for the users. Results show that e-WOCCQ generates costs and benefits of different order, and that the ratio is influenced by factors mostly linked either with the user. Practical (improvements and targeting) and theoretical (modelisation) implications are discussed.