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.
Chang, Jui-Yen; Lee, Joyce; and Shang, Shari S. C., "Mobile Financial Services for Improving User Well-Being: A Value Co-Creation Perspective" (2022). PACIS 2022 Proceedings. 144.
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