Smart Technologies in Service Provision and Experience

Mele, Cristina; Spena, Tiziana Russo; Kaartemo, Valtteri

doi:10.1007/978-3-030-91828-6_42

Cited by 8 publications

(11 citation statements)

References 52 publications

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“…As Ng et al (2017) predict, liquefication and digital materiality can combine to create real-time data and information flows that can be algorithmically engineered to create "smartness". Mele et al (2022a) also propose a deeper sense of smartness, arguing that the technology is referred to as "smart" when it can perform tasks and accomplish objectives that traditionally required human intelligence and capabilities. It is the ability of devices and sensors to elaborate on the data and their capacity to adapt and learn from their interactions with users and contexts that divide smart (i.e.…”

Section: Technology Smartnessmentioning

confidence: 99%

“…Emerging smart technologies amplify these trends by promising "cognition as service" (Spohrer and Banavar, 2015). While the acronym SMART formally refers to self-monitoring, analysis and reporting technology, a more general sense of smart technology implies it can perform tasks and accomplish objectives that traditionally have required human intelligence and capabilities (Mele et al, 2022a). We adopt the recently introduced concept of "technology smartness" (Langley et al, 2021;Mele et al, 2022a) to refer to the ability of technology to sense, interpret and respond to data as well as its capacity to adapt and learn from interactions with users and contexts.…”

Section: Introductionmentioning

confidence: 99%

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Agencement of onlife and phygital: smart tech–enabled value co-creation practices

Mele,

Russo-Spena

2024

JOSM

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PurposeIn this article, we reflect on how smart technology is transforming service research discourses about service innovation and value co-creation. We adopt the concept of technology smartness’ to refer to the ability of technology to sense, adapt and learn from interactions. Accordingly, we seek to address how smart technologies (i.e. cognitive and distributed technology) can be powerful resources, capable of innovating in relation to actors’ agency, the structure of the service ecosystem and value co-creation practices.Design/methodology/approachThis conceptual article integrates evidence from the existing theories with illustrative examples to advance research on service innovation and value co-creation.FindingsThrough the performative utterances of new tech words, such as onlife and materiality, this article identifies the emergence of innovative forms of agency and structure. Onlife agency entails automated, relational and performative forms, which provide for new decision-making capabilities and expanded opportunities to co-create value. Phygital materiality pertains to new structural features, comprised of new resources and contexts that have distinctive intelligence, autonomy and performativity. The dialectic between onlife agency and phygital materiality (structure) lies in the agencement of smart tech–enabled value co-creation practices based on the notion of becoming that involves not only resources but also actors and contexts.Originality/valueThis paper proposes a novel conceptual framework that advances a tech-based ecology for service ecosystems, in which value co-creation is enacted by the smartness of technology, which emerges through systemic and performative intra-actions between actors (onlife agency), resources and contexts (phygital materiality and structure).

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Section: Technology Smartnessmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Agencement of onlife and phygital: smart tech–enabled value co-creation practices

Mele,

Russo-Spena

2024

JOSM

Self Cite

View full text Add to dashboard Cite

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“…The design of a healthcare ecosystem is represented as a complex integration of human-centered activities that are increasingly dependent on the real-time integration of various data and processes. In such an ecosystem, value co-creation can be fostered by the adoption of digital platforms [43] that offer a flexible and integrated structure to facilitate interactions, develop a shared vision, foster collaboration, and ensure the transparency of rules and the traceability of each actor's contributions [44,45]. In addition, studies on smart health solutions demonstrate that interactive digital platforms favor patient engagement and active participation [43].…”

Section: Healthcare Ecosystems and Value Co-creationmentioning

confidence: 99%

“…In such an ecosystem, value co-creation can be fostered by the adoption of digital platforms [43] that offer a flexible and integrated structure to facilitate interactions, develop a shared vision, foster collaboration, and ensure the transparency of rules and the traceability of each actor's contributions [44,45]. In addition, studies on smart health solutions demonstrate that interactive digital platforms favor patient engagement and active participation [43]. The connected technology can sense the conditions and surroundings, engaging patients in real-time data collection, continuous communication, and interactive feedback.…”

Section: Healthcare Ecosystems and Value Co-creationmentioning

confidence: 99%

Enabling Value Co-Creation in Healthcare through Blockchain Technology

Spena

Mele

Cavacece

et al. 2022

IJERPH

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The COVID-19 pandemic highlighted the need to manage complex relations within the healthcare ecosystem. The role of new technologies in achieving this goal is a topic of current interest. Among them, blockchain technology is experiencing widespread application in the healthcare context. The present work investigates how this technology fosters value co-creation paths in the new digital healthcare ecosystems. To this end, a multiple case study has been conducted examining the development and application of blockchain by 32 healthcare tech companies. The results show blockchain technology adoption’s current and potential impacts on value co-creation regarding data and resource sharing, patient participation, and collaboration between professionals. Three main areas of activity emerge from the case studies where blockchain implementation brings significant benefits for value co-creation: improving service interaction, impacting actors’ engagement, and fostering ecosystem transparency.

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“…, 2019); for example, the number of digital voice assistants, such as Amazon Alexa or Google Assistant, being used in devices is expected to double from 4.2 billion in 2021 to 8.4 billion in 2025 (Statista, 2022). Technology is deemed smart “when it is able to perform tasks and accomplish objectives that traditionally required human intelligence and capabilities” (Mele et al. , 2022b, p. 888).…”

Section: Introductionmentioning

confidence: 99%

Serving customers through chatbots: positive and negative effects on customer experience

Ranieri,

Di Bernardo,

Mele

2024

JSTP

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PurposeService research offering a view of both the dark and bright sides of smart technology remains scarce. This paper embraces a critical perspective and examines the conflicting outcomes of smart services on the customer experience (CX), with a specific focus on chatbots.Design/methodology/approachThis study uses empirical research methods to examine a single case study where an online retail service provider implemented a chatbot for customer service. Using discourse analysis, we analysed 7,167 conversations between customers and the chatbot over a two-year period.FindingsThe analysis identifies seven general themes related to the effects of the chatbot on CX: interaction quality, information gathering, procedure literacy, task achievement, digital trust, shopping stress and shopping journey. We illuminate both positive (i.e. having a pleasant interaction, providing information, knowing procedures, improving tasks, increasing trust, reducing stress and completing the journey) and negative outcomes (i.e. having an unpleasant interaction, increasing confusion, ignoring procedures, worsening tasks, reducing trust, increasing stress and abandoning the journey).Originality/valueThe paper develops a comprehensive framework to offer a clearer view of chatbots as smart services in customer care. It delves into the conflicting effects of chatbots on CX by examining them through relational, cognitive, affective and behavioural dimensions.

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Smart Technologies in Service Provision and Experience

Cited by 8 publications

References 52 publications

Agencement of onlife and phygital: smart tech–enabled value co-creation practices

Agencement of onlife and phygital: smart tech–enabled value co-creation practices

Enabling Value Co-Creation in Healthcare through Blockchain Technology

Serving customers through chatbots: positive and negative effects on customer experience

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