Bär, Florian and Leyer, Michael (2016) Towards assessing the value of digital self-service options from a provider perspective. AMCIS 2016 Proceedings.
Full text not available from this repository.Abstract
Given the ongoing digitization of service, understanding the value co-creation process in the self-service context is getting more and more relevant for practitioners and academics alike. Prior research on service co-production has primarily focused on the service beneficiaries� causal paths of value determination or has conceptualized value as utility relying on neo-classical economic concepts and theories. As a result, little is known about how to assess the value-in-experience of digital self-service options from a service provider�s perspective. This study represents a first contribution towards answering this research question. Based on the results of a systematic literature review, we develop a framework that enables service organizations to assess the expected and perceived value before, during or after an actual service experience. It therefore conceptualizes value in form of net benefit and means-end. Drawing upon the framework, we discuss various value enhancement strategies reflecting different categories of self-service options.
| Item Type: | Article |
|---|---|
| Subjects: | A General Works |
| Date Deposited: | 26 Sep 2017 08:45 |
| Last Modified: | 15 Nov 2017 09:09 |
| URI: | http://eprints.win.informatik.uni-rostock.de/id/eprint/18 |
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