PACIS 2022 Proceedings

Paper Number

1558

Abstract

The adoption of mobile financial services (MFS) has been significantly on the increase. However, there has been scant research investigating its impact on improving users’ lives and well-being. We argue that the consequences of well-being are particularly relevant in the financial service context, as they often profoundly impact individuals, their families, and society. To analyze the well-being consequences in digitalized financial services, this study takes a theoretical lens from value co-creation as it is a process by which users look to improve their well-being via the interactions they have with other actors. For this research, a case study was conducted involving an MFS in Taiwan named Enrich (a pseudonym). This study is work-in-progress. The preliminary research findings have revealed three types of co-created value—accessibility, literacy, and immersion—strategically facilitated by a mix of human and digital technology arrangements that consequently enhanced the users’ well-being in their financial management.

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