期刊
JOURNAL OF THE ASSOCIATION FOR INFORMATION SYSTEMS
卷 22, 期 2, 页码 418-458出版社
ASSOC INFORMATION SYSTEMS
DOI: 10.17705/1jais.00667
关键词
Smart Personal Assistants; Value Co-Creation; Smart Services; Affordances
资金
- German Research Foundation (DFG) [348084924]
- University of St.Gallen
In the realm of smart services, smart personal assistants (SPAs) have become popular for value co-creation between service providers and users. The innovative material properties of SPAs, such as natural language user interfaces and machine learning-powered request handling, offer users new ways to achieve their goals and co-create value. By theorizing the effects of different types of SPAs on users' value co-creation processes, researchers and practitioners are urged to rethink value co-creation and revise affordances theory to address the dynamic nature of smart technology as a service counterpart.
In the realm of smart services, smart personal assistants (SPAs) have become a popular medium for value co-creation between service providers and users. The market success of SPAs is largely based on their innovative material properties, such as natural language user interfaces, machine learning-powered request handling and service provision, and anthropomorphism. In different combinations, these properties offer users entirely new ways to intuitively and interactively achieve their goals and thus co-create value with service providers. But how does the nature of the SPA shape value co-creation processes? In this paper, we look through a functional affordances lens to theorize about the effects of different types of SPAs (i.e., with different combinations of material properties) on users' value co-creation processes. Specifically, we collected SPAs from research and practice by reviewing scientific literature and web resources, developed a taxonomy of SPAs' material properties, and performed a cluster analysis to group SPAs of a similar nature. We then derived 2 general and 11 cluster-specific propositions on how different material properties of SPAs can yield different affordances for value co-creation. With our work, we point out that smart services require researchers and practitioners to fundamentally rethink value co-creation as well as revise affordances theory to address the dynamic nature of smart technology as a service counterpart.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据