Partizipative Dienstleistungsentwicklung im Gesundheitswesen – Barrieren der Nutzer-integration bei KI-basierten Dienstleistungen

Garrelfs, Christopher; Lüngen, Marie; Schultz, Carsten

doi:10.1007/978-3-658-34326-2_13

Cited by 1 publication

(2 citation statements)

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“…Hearing aid markets are highly regulated, and they are compartmentalized into service organizations in which frontline employees provide hearing aids and complementary services in local stores and hearing aid technology manufacturers that focus on product development and construction. Both radical and market entrant innovations gained importance in this field within the last few years (Garrelfs et al, 2021). Technologies, like artificial intelligence and advanced remote communications, are increasingly utilized by originally product‐oriented technology manufacturers to enter the service market.…”

Section: Methodsmentioning

confidence: 99%

“…We study innovation acceptance in the field of audiology (products and services related to hearing loss), a health care market particularly affected by both more radical and market entrant innovations. In recent years, this health care market saw significant progress in technologies, like artificial intelligence, and its application in audiology services, like the remote fitting of hearing aids (Garrelfs et al, 2021). Hearing aid technology manufacturers, who traditionally serve their end users through intermediary service organizations, now aim to offer 'over-the-counter' products without involving frontline employees.…”

Section: Introductionmentioning

confidence: 99%

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Employee acceptance of disruptive service innovations at the frontline: The role of collective sensemaking processes

2023

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Acceptance of service innovation by frontline employees is a challenging issue, especially if such innovations have the potential to disrupt existing value creation models and individual competencies. Disruptive service innovations are often (1) characterized by a high degree of innovativeness related to significant changes in technology and in the market and (2) may be introduced by technology manufacturers as new service market entrants that cause a competitive threat to the existing service provision. We argue that such innovations challenge frontline employees' focus on routines and standardized service operating procedures. The perceived threat and resulting high levels of uncertainty may inhibit innovation acceptance. Our study follows a collective sensemaking perspective, paying special attention to investigating the moderating role of (1) the exchange of operational information within a workgroup and (2) a firm's entrepreneurial orientation. Whereas the former may increase frontline employees' preference for incremental improvements, the latter may help to increase the acceptance level of potentially more disruptive innovations. We test our theoretically derived hypotheses with an experimental vignette study of 671 frontline employees in the field of audiology, a health care market particularly affected by both more radical and market entrant innovations. Results show that a high degree of innovativeness has a negative effect on innovation acceptance. Frontline employees accept radical innovations less readily than incremental innovations. A competitive threat from new technology manufacturers in the supply chain does not lead to a lower innovation acceptance level. The moderation results indicate significant effects of both information exchange and entrepreneurial orientation. Intensive information exchange within the workgroup strengthens the negative relationship between the degree of innovativeness and innovation acceptance. In contrast, a high degree of entrepreneurial orientation weakens the negative relationship between a competitive threat and innovation acceptance.

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Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%