Abstract
The literature on information systems (IS) use has traditionally considered IS as tools and resources that support organizational and individual processes. However, a recent shift toward viewing IS as agentic entities necessitates moving from a human actor primacy perspective to viewing IS use as reciprocal interactions between human and digital actors, both actively participating in service interactions and influencing their emergent outcomes. Despite this shift, our understanding of how value can be co-created and co-destroyed in such mutual interactions between human and digital actors remains limited. To address this gap, this research-in-progress utilizes the service-dominant (S-D) logic framework to complement and advance prevailing understandings of IS use. We outline a qualitative research design that employs laddering interviews with users interacting with digital actors in three distinct contexts. Using interpretive structural modeling (ISM) analysis, we aim to identify the dynamic value co-creation and co-destruction mechanisms underlying IS use within and across these contexts. We expect to contribute by developing user-centric insights into value processes related to interactions between human and digital actors in service ecosystems, which can be used to promote value through IS design, development, and implementation and to mitigate their negative consequences.
Recommended Citation
Lumivalo, Juuli and Elo, Jenny, "Value Co-creation and Co-destruction with Digital Actors: A
Service-dominant Logic Perspective on Information Systems
Use" (2024). MCIS 2024 Proceedings. 16.
https://aisel.aisnet.org/mcis2024/16