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 anal
yses perceptions from value co-creation involving
non-human agents to explore how their integra
tion impacts well-being and how to shape well-
being in such interactions. The exploratory, qualita
tive research design encompasses a two-pronged
data collection approach in a living lab, consider
ing 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 interac
tions 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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