%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 }