article

Service encounter thinklets: how to empower service agents to put value co-creation into practice

Authors:

Tobias Giesbrecht,

Gerhard Schwabe,

Birgit SchenkAuthors Info & Claims

Information Systems Journal, Volume 27, Issue 2

Pages 171 - 196

https://doi.org/10.1111/isj.12099

Published: 01 March 2017 Publication History

Abstract

The concept of value co-creation and the service encounter as locus of this value co-creation gained much academic interest, notably in marketing research and service sciences. While the current research discourse mainly follows conceptual perspectives, there has been little research on the practical implications on service agents' enabling co-creation of value in the information technology IT-supported service encounters with clients. In this paper, we seek to bridge this gap and first use the example of IT-supported citizen advisory services to show the fundamental deficiencies in current service agents regarding the implementation of value co-creation work practices. We introduce the concept of service encounter thinklets, adapted from collaboration engineering, to overcome these deficiencies and to empower service agents to put value co-creation into practice. We show how service encounter thinklets can complement existing advisory support measures to enable service agents to transform the IT-supported customer service encounter into a collaborative work environment, bringing together themselves, customers and supporting information systems to co-create the advisory's value. A test with employees in a public administration's front office has provided first evidence that service encounter thinklets can effectively empower service agents on the job to adapt their work practices and to bring value co-creation into practice.

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cover image Information Systems Journal

Information Systems Journal Volume 27, Issue 2

March 2017

111 pages

ISSN:1350-1917

EISSN:1365-2575

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John Wiley & Sons, Inc.

United States

Publication History

Published: 01 March 2017

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Cited By

Hu BLiu YYan W(2023)Should I scan my face? The influence of perceived value and trust on Chinese users’ intention to use facial recognition paymentTelematics and Informatics10.1016/j.tele.2023.10195178:COnline publication date: 1-Mar-2023
https://dl.acm.org/doi/10.1016/j.tele.2023.101951
Wang CTeo TLiu L(2020)Perceived value and continuance intention in mobile government service in ChinaTelematics and Informatics10.1016/j.tele.2020.10134848:COnline publication date: 1-May-2020
https://dl.acm.org/doi/10.1016/j.tele.2020.101348
Schulz TGewald HBöhm MKrcmar H(2020)Smart Mobility: Contradictions in Value Co-CreationInformation Systems Frontiers10.1007/s10796-020-10055-y25:3(1125-1145)Online publication date: 21-Aug-2020
https://dl.acm.org/doi/10.1007/s10796-020-10055-y
Dolata MSchenk BFuhrer JMarti ASchwabe G(2020)When the System Does Not Fit: Coping Strategies of Employment ConsultantsComputer Supported Cooperative Work10.1007/s10606-020-09377-x29:6(657-696)Online publication date: 1-Dec-2020
https://dl.acm.org/doi/10.1007/s10606-020-09377-x
Olsen DEikebrokk TAspø KSajets E(2020)Co-creation for Digitalization: A Study of Co-creation in Norwegian Business ClustersResponsible Design, Implementation and Use of Information and Communication Technology10.1007/978-3-030-44999-5_11(126-137)Online publication date: 6-Apr-2020
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