Location
Hilton Hawaiian Village, Honolulu, Hawaii
Event Website
https://hicss.hawaii.edu/
Start Date
3-1-2024 12:00 AM
End Date
6-1-2024 12:00 AM
Description
Meeting the expectations of customers is vital for service providers. Against this background, we explore the use of gamification to enhance information sharing possibly enabling a better understanding of customers. The study investigates the impact of gamification features on customers' intention to share information, using the hairdressing industry as a case. Results show that gamification is deemed valuable in this context, potentially influencing users to share more information. The research particularly highlights the importance of social- and achievement-related gamification features. The study uses a cross-sectional research design, collecting data from clickworker (n=133) through an online survey. The findings suggest that the implementation of gamification features should be context-specific and strategic, prioritizing features that provide meaningful and engaging experiences for users. The study concludes that gamification is not just about individual elements but creating a cohesive system that integrates users’ needs to ultimately foster service delivery and enhanced customer experiences.
Recommended Citation
Weber, Sebastian; Kordyaka, Bastian; and Niehaves, Björn, "Leveraging Gamification to Facilitate Information Sharing in the Service Industry: An Empirical Study" (2024). Hawaii International Conference on System Sciences 2024 (HICSS-57). 5.
https://aisel.aisnet.org/hicss-57/da/gamification/5
Leveraging Gamification to Facilitate Information Sharing in the Service Industry: An Empirical Study
Hilton Hawaiian Village, Honolulu, Hawaii
Meeting the expectations of customers is vital for service providers. Against this background, we explore the use of gamification to enhance information sharing possibly enabling a better understanding of customers. The study investigates the impact of gamification features on customers' intention to share information, using the hairdressing industry as a case. Results show that gamification is deemed valuable in this context, potentially influencing users to share more information. The research particularly highlights the importance of social- and achievement-related gamification features. The study uses a cross-sectional research design, collecting data from clickworker (n=133) through an online survey. The findings suggest that the implementation of gamification features should be context-specific and strategic, prioritizing features that provide meaningful and engaging experiences for users. The study concludes that gamification is not just about individual elements but creating a cohesive system that integrates users’ needs to ultimately foster service delivery and enhanced customer experiences.
https://aisel.aisnet.org/hicss-57/da/gamification/5