Evolving uncertainty in healthcare service interactions during COVID-19: Artificial Intelligence - a threat or support to value cocreation?

Saxena, Sumit; Amritesh,

doi:10.1016/b978-0-12-824557-6.00014-5

Cited by 4 publications

(3 citation statements)

References 83 publications

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“…While the literature highlights AI‐based CE's positive effects, insight into AI's potentially negative impact on engagement is also emerging (Hepziba & John, 2020; Thaichon et al, 2023). For example, Saxena (2022), Xiao and Kumar (2021), and Grundner and Neuhofer (2021) suggest that AI may reduce, or (co)destroy, perceived value, including in cases of service failure or unmet expectations (e.g., when the algorithm is still learning). Likewise, while authors, including Hlee et al (2022) and Hyun et al (2022), show that elevated AI friendliness, coolness, or competence boost CE, at low levels, these may hamper the development of these variables.…”

Section: Resultsmentioning

confidence: 99%

Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research

Hollebeek,

Menidjel,

Sarstedt

et al. 2024

Psychology and Marketing

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While consumer engagement (CE) in the context of artificially intelligent (AI‐based) technologies (e.g., chatbots, smart products, voice assistants, or autonomous cars) is gaining traction, the themes characterizing this emerging, interdisciplinary corpus of work remain indeterminate, exposing an important literature‐based gap. Addressing this gap, we conduct a systematic review of 89 studies using the Preferred Reporting Items for Systematic reviews and Meta‐Analyses (PRISMA) approach to synthesize the AI‐based CE literature. Our review yields three major themes of AI‐based CE, including (i) Increasingly accurate service provision through AI‐based CE; (ii) Capacity of AI‐based CE to (co)create consumer‐perceived value, and (iii) AI‐based CE's reduced consumer effort in their task execution. We also develop a conceptual model that proposes the AI‐based CE antecedents of personal, technological, interactional, social, and situational factors, and the AI‐based CE consequences of consumer‐based, firm‐based, and human‐AI collaboration outcomes. We conclude by offering pertinent implications for theory development (e.g., by offering future research questions derived from the proposed themes of AI‐based CE) and practice (e.g., by reducing consumer‐perceived costs of their brand/firm interactions).

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Section: Resultsmentioning

confidence: 99%

Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research

Hollebeek,

Menidjel,

Sarstedt

et al. 2024

Psychology and Marketing

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“…Augmenting such thoughts, Utami et al (2021) used “social justice logic” to highlight the role of technology in helping facilitate co-creation among vulnerable consumers (in the low-income nation). Saxena (2022), revealed that AI could threaten VCC during liminal times, and could lead to value co-destruction. Thus, future research should look into it and explore under what conditions AI, IoT and social robots result in value co-destruction, and how it can be avoided through designing a fail-safe mechanism on the VCC platforms.…”

Section: Discussion and Future Research Directionsmentioning

confidence: 99%

A multi-method bibliometric review of value co-creation research

Saxena

Amritesh

Mishra

et al. 2023

MRR

Self Cite

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Purpose This paper aims to examine the origins of value co-creation (VCC) knowledge streams, vis-a-vis their progression over the past 18 years. The study explores how knowledge of this discipline emerged across the tripartite strategic paradigms of business transformation. Design/methodology/approach Co-citation analysis (CCA) and co-word analysis (CWA) are used as bibliometric techniques, for which, a group of articles is retrieved using Scopus’s usual keyword-based search. The initial collection consists of 3,431 research articles published in business and management publications. By explaining the article clusters generated through CCA and keyword connections generated through CWA, the findings outline the origins and development of VCC research. A CWA-based chronological study adds further insights to the development of VCC research themes. Findings The results depict that VCC research has grown multifold in the past 18 years, whereby it has shifted its attention from a dyadic interaction approach to a multistakeholder ecosystem-based approach detailing the phenomenological instances of resource integration and institutional processes. Notably, extant research in this field has grown at a much faster rate since 2008. In fact, a stronger concentration of research emerged in the experience domain, particularly in terms of hedonic services. Development of engagement platforms has been driven by research into technologies such as IoT and artificial intelligence. Research limitations/implications The theoretical framework of the VCC paradigm is used to describe the aggregation of co-creation research around the three strategic pillars. This framework is useful for business strategy and to track VCC research over time. Practical implications This work identifies the practices and strategies of VCC at three different levels: capacity, platform and experience. The study offers insights into a variety of co-creation practices at their respective levels, incorporating micro-level dyadic interactions and macro-level processes in a service ecosystem. Originality/value This study uses different bibliometric methodologies to investigate the development of this scientific field over time. “Document co-citation” analysis, a more preferred bibliometric technique under CCA, is used to construct the cluster of theoretical cores of this area. The results are classified under the strategic framework of the co-creation paradigm (Ramaswamy and Ozcan, 2014).

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“…Uncertainty underlies the healthcare sector [ 8 , 9 ]. Patients sense there is no easy way to tap into the vast knowledge of healthcare services [ 10 , 11 ].…”

Section: Uncertainty In the Healthcare Sector: Digital Health Has Fai...mentioning

confidence: 99%

The Constrained-Disorder Principle Assists in Overcoming Significant Challenges in Digital Health: Moving from “Nice to Have” to Mandatory Systems

Hurvitz,

Ilan

2023

Clinics and Practice

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The success of artificial intelligence depends on whether it can penetrate the boundaries of evidence-based medicine, the lack of policies, and the resistance of medical professionals to its use. The failure of digital health to meet expectations requires rethinking some of the challenges faced. We discuss some of the most significant challenges faced by patients, physicians, payers, pharmaceutical companies, and health systems in the digital world. The goal of healthcare systems is to improve outcomes. Assisting in diagnosing, collecting data, and simplifying processes is a “nice to have” tool, but it is not essential. Many of these systems have yet to be shown to improve outcomes. Current outcome-based expectations and economic constraints make “nice to have,” “assists,” and “ease processes” insufficient. Complex biological systems are defined by their inherent disorder, bounded by dynamic boundaries, as described by the constrained disorder principle (CDP). It provides a platform for correcting systems’ malfunctions by regulating their degree of variability. A CDP-based second-generation artificial intelligence system provides solutions to some challenges digital health faces. Therapeutic interventions are held to improve outcomes with these systems. In addition to improving clinically meaningful endpoints, CDP-based second-generation algorithms ensure patient and physician engagement and reduce the health system’s costs.

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Evolving uncertainty in healthcare service interactions during COVID-19: Artificial Intelligence - a threat or support to value cocreation?

Cited by 4 publications

References 83 publications

Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research

Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research

A multi-method bibliometric review of value co-creation research

The Constrained-Disorder Principle Assists in Overcoming Significant Challenges in Digital Health: Moving from “Nice to Have” to Mandatory Systems

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