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.
%0 Journal Article
%1 ls_leimeister
%A Knote, Robin
%A Janson, Andreas
%A Söllner, Matthias
%A Leimeister, Jan Marco
%D 2021
%J Journal of the Association for Information Systems
%K Affordances Smart_Personal_Assistants Smart_Services Value_Co-Creation dempub itegpub pub_aja pub_jml pub_msö pub_rkn pub_wise-kassel
%N 2
%P 418-458
%R 10.17705/1jais.00667
%T Value Co-Creation in Smart Services: A Functional Affordances Perspective on Smart Personal Assistants
%U http://pubs.wi-kassel.de/wp-content/uploads/2020/05/JML_773.pdf
%V 22
%X 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.
@article{ls_leimeister,
abstract = {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.},
added-at = {2020-05-25T17:39:37.000+0200},
author = {Knote, Robin and Janson, Andreas and Söllner, Matthias and Leimeister, Jan Marco},
biburl = {https://www.bibsonomy.org/bibtex/2c9936397c9f6bdc70d1889289c61d9cc/ls_leimeister},
doi = {10.17705/1jais.00667},
interhash = {2fe085e502c0f376209f3fc0ce7e8bbb},
intrahash = {c9936397c9f6bdc70d1889289c61d9cc},
issn = {1536-9323},
journal = {Journal of the Association for Information Systems},
keywords = {Affordances Smart_Personal_Assistants Smart_Services Value_Co-Creation dempub itegpub pub_aja pub_jml pub_msö pub_rkn pub_wise-kassel},
language = {english},
month = mar,
number = 2,
pages = {418-458},
timestamp = {2022-08-29T13:02:54.000+0200},
title = {Value Co-Creation in Smart Services: A Functional Affordances Perspective on Smart Personal Assistants},
url = {http://pubs.wi-kassel.de/wp-content/uploads/2020/05/JML_773.pdf},
volume = 22,
year = 2021
}