Wilga M, Lugmair N, Schymanietz M, Roth A (2025)
Publication Type: Journal article
Publication year: 2025
Book Volume: 8
Pages Range: 135-154
Issue: 3-4
DOI: 10.5771/2511-8676-2024-3-4-135
Non-human agents are Artificial Intelligence-enabled technologies capable of adaptive actions, which represent novel interaction partners for human actors in service systems. This study analyses perceptions from value co-creation involving non-human agents to explore how their integration impacts well-being and how to shape well-being in such interactions. The exploratory, qualitative research design encompasses a two-pronged data collection approach in a living lab, considering the perspectives of 35 beneficiaries and 42 service providers. Four interaction characteristics impact well-being in value co-creation involving non-human agents: (1) Interaction outcome, (2) trust between interacting entities, (3) interaction space and (4) capabilities of interacting entities. Moreover, we outline resource integrating practices that allow service system entities to shape well-being. Our findings characterize AI-driven value co-creation from a well-being perspective and refine the nascent understanding of reciprocal interactions between humans and non-human agents in value co-creation.
APA:
Wilga, M., Lugmair, N., Schymanietz, M., & Roth, A. (2024). Characterizing Value Co-Creation With AI-Enabled Non-Human Agents From The Perspective of Well-Being. Journal of Service Management Research, 8, 135-154. https://doi.org/10.5771/2511-8676-2024-3-4-135
MLA:
Wilga, Matthäus, et al. "Characterizing Value Co-Creation With AI-Enabled Non-Human Agents From The Perspective of Well-Being." Journal of Service Management Research 8 (2024): 135-154.
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