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The advent of chatbots in customer service solutions received increasing attention by research and practice throughout the last years. However, the relevant dimensions and features for service quality and service performance for chatbots remain quite unclear. Therefore, this research develops and tests a conceptual model for customer service quality and customer service performance in the context of chatbots. Additionally, the impact of the developed service dimensions on different customer relationship metrics is measured across different service channels (hotline versus chatbots). Findings of six independent studies indicate a strong main effect of the conceptualized service dimensions on customer satisfaction, service costs, intention to service reusage, word-of-mouth, and customer loyalty. However, different service dimensions are relevant for chatbots compared to a traditional service hotline.
Das ZD.BB - Digitaler Hub für kleine und mittelständische Unternehmen in der Region Stuttgart
(2020)
Die Digitale Transformation ist eines der meistdiskutierten Themen in der heutigen Geschäftswelt. Viele Unternehmen, vor allem kleine und mittelständische Unternehmen (KMU), tun sich schwer die Chancen und Risiken der Digitalisierung einzuschätzen. Mit all den Möglichkeiten und Chancen, welche die Digitalisierung birgt, droht Unternehmen, die sich vor den Entwicklungen verschließen, der Verlust ihrer Markt- und Wettbewerbsposition. Mit dem im Februar 2019 eröffneten Digital Hub ZD.BB (Zentrum Digitalisierung) besteht in der Region Stuttgart eine neue, zentrale Anlaufstelle für Fragen rund um das Thema Digitalisierung. Am ZD.BB erhalten kleine und mittelständische Unternehmen (KMU) sowie Startups für ihre digitalen Transformationsprozesse eine kompetente Beratung und Betreuung. Sie geht von der Sensibilisierung über die Analyse bis zur Lösungsentwicklung für digitale Prozesse. Mithilfe einer digitalen Qualifizierungsoffensive und mittelstandsgerechten Methoden zur Geschäftsmodellentwicklung werden Unternehmen im ZD.BB umfassend bei ihren Digitalisierungsvorhaben unterstützt. Dazu werden in Innovationslaboren, in Coworking Spaces und bei Events unterschiedliche Kompetenzen, Disziplinen, Ideen, Technologien und Kreativität vernetzt und auf diese Weise digitale Innovationen hervorgebracht.
Today, many companies are adapting their strategy, business models, products, services as well as business processes and information systems in order to expand their digitalization level through intelligent systems and services. The paper raises an important question: What are cognitive co-creation mechanisms for extending digital services and architectures to readjust the usage value of smart services? Typically, extensions of digital services and products and their architectures are manual design tasks that are complex and require specialized, rare experts. The current publication explores the basic idea of extending specific digital artifacts, such as intelligent service architectures, through mechanisms of cognitive co-creation to enable a rapid evolutionary path and better integration of humans and intelligent systems. We explore the development of intelligent service architectures through a combined, iterative, and permanent task of co-creation between humans and intelligent systems as part of a new concept of cognitively adapted smart services. In this paper, we present components of a new platform for the joint co-creation of cognitive services for an ecosystem of intelligent services that enables the adaptation of digital services and architectures.
In various German cities free-floating e-scooter sharing is an upcoming trend in e-mobility. Trends such as climate change, urbanization, demographic change, amongst others are arising and forces the society to develop new mobility solutions. Contrasting the more scientifically explored car sharing, the usage patterns and behaviors of e-scooter sharing customers still need to be analyzed. This presumably enables a better addressing of customers as well as adaptions of the business model to increase scooter utilization and therefore the profit of the e-scooter providers. The customer journey is digitally traceable from registration to scooter reservation and the ride itself. These data enable to identifies customer needs and motivations. We analyzed a dataset from 2017 to 2019 of an e-scooter sharing provider operating in a big German city. Based on the datasets we propose a customer clustering that identifies three different customer segments, enabling to draw multiple conclusions for the business development and improving the problem-solution fit of the e-scooter sharing model.
The global demand for resources such as energy, land, or water is constantly increasing. It is therefore not sur- prising that research on the Food-Energy-Water (FEW) nexus has become a scientific as well as a general focus in recent years. A significant increase in publications since 2015 can be observed, and it can be expected that this trend will continue. A multilevel (macro, meso, and micro) perspective is essential, as the FEW nexus has cross- sectoral interdependencies. Several review studies on the FEW nexus can be found in the literature, in general, it can be concluded that the FEW nexus is a multi-disciplinary and complex topic. The studies examined identify essential fields of action for research, policy, and society. However, questions such as what are the main research fields at each level? Is it possible to divide the research into specific clusters? and do the clusters correlate with the levels, and what are the methods of modeling used in the clusters and levels? are still not fully discussed in the literature. An extensive literature review was conducted to get insight into the existing research areas. Especially in such fields as the FEW nexus, the amount of literature can get huge, and a human could get lost analyzing the literature manually. For that, we created word clouds and performed a cluster- and network-analysis to support the selection of most relevant papers for a detailed reading. In 2021, the most publications were published, with 173 publications, which corresponds to a share of 26.6 %. There has been a significant increase since 2015, and it can be expected that this trend will continue in the coming years. Most of the first authors come from the USA (25.4 %), followed by China with 22.4 %. From the word cloud and the top 20 words, which appear in the title and abstract, it can be deduced that the topic water is the most represented. However, the terms system, resource, model, study, change, development, and management also appear to be very important, which indi- cates the importance of a holistic approach to the topic. In total 9 clusters could be identified at the different levels. It can be seen that three clusters form well. For the others, a rather diffuse picture can be observed. In order to find out which topics are hidden behind the individual clusters, 6 publications from each cluster were subjected to a more detailed examination. With these steps, a number of 54 publications were identified for de- tailed consideration. The modeling approaches that are currently being applied in research can be classified into domain-specific tools (e. g. global water models, crop models or global climate models) and into more general tools to perform for example a life cycle analysis, spatial analysis using geographic information system, or system dynamics for a general understanding of the links between the domains. With the domain-specific tools, detailed research questions can be addressed to answer questions for a specific domain. However, these tools have the disadvantage that especially the links between the sectors food, energy, and water are not fully considered. Many implementations that are made today are at lowest level (micro) relate to bounded spatial areas and are derived from macro and meso level goals.
Digital twins: a meta-review on their conceptualization, application, and reference architecture
(2022)
The concept of digital twins (DTs) is receiving increasing attention in research and management practice. However, various facets around the concept are blurry, including conceptualization, application areas, and reference architectures for DTs. A review of preliminary results regarding the emerging research output on DTs is required to promote further research and implementation in organizations. To do so, this paper asks four research questions: (1) How is the concept of DTs defined? (2) Which application areas are relevant for the implementation of DTs? (3) How is a reference architecture for DTs conceptualized? and (4) Which directions are relevant for further research on DTs? With regard to research methods, we conduct a meta-review of 14 systematic literature reviews on DTs. The results yield important insights for the current state of conceptualization, application areas, reference architecture, and future research directions on DTs.
The energy turnaround, digitalization and decreasing revenues forces enterprises in the energy domain to develop new business models. Following a Design Science Research approach, we showed in two action research projects that businesses models in the energy domain result in complex ecosystems with multiple actors. Additionally, we identified that municipal utilities have problems with the systematic development of business models. In order to solve the problem, we captured together with the partners of the enterprises the requirements in a second phase. Further we developed a method which consist of the following components: Method for the creative development of a new business model in form of a Business Model Canvas (BMC). A mapping between the e3Value ontology and the BMC for modelling a business ecosystem. The Business Model Configurator (BMConfig) prototype for modelling and simulating the e3Value-Ontology. The Business model can be quantified and analyzed for its viability. We demonstrate the feasibility of our approach in business model of a power community.
Transforming our food system is important to achieving global climate neutrality and food security. Germany has set a national target of reaching a 30% share in organic farming to support the goal. When looking at the transformation process from conventional to organic farming, it becomes apparent that measures need to be taken to reach this anticipated goal. A particular emphasis of this work is placed on finding a digital solution and process improvements to ensure longevity and efficiency. Interviews with actors along the farm-to-fork value chain were conducted to identify central barriers and drivers of organic transformation. The results of the interviews show firstly, that three subsystems need to be distinguished when talking about the farm-to-fork value chain: (1) farmers, (2) intermediaries, and (3) the canteen system. Although all three subsystems can be combined to form a coherent value chain, they rarely act and communicate beyond the boundaries of their subsystem. Secondly, we were able to allocate primary barriers and drivers to each of the subsystems, highlighting the need to include all three in the transformation process and aim for a comprehensive digital solution. This work explores the potential of a network-based platform to improve the current practice of rigid and strictly hierarchical value chains. We focus on deriving user requirements from the interviews to describe the necessary functionality of the platform to address the identified barriers and exploit existing drivers.
Smart cities are considered data factories that generate an enormous amount of data from various sources. In fact data is the backbone of any smart services. Therefore, the strategic beneficial handling of this digital capital is crucial for cities. Some smart city pioneers have already written down their approach to data in the form of data strategies, but what should a city's data strategy include, and how can the goals and measures defined in the strategies be operationalized? This paper addresses these questions by looking closely at the data strategies of cities in Germany and the top three countries in the EU Digital Economy and Society Index. The in-depth analysis of 8 city data strategies has yielded 11 dimensions that cities should consider in their data strategy. These are relevance of data, principles, methods, data sharing, technology, data culture, data ethics, organizational structure, data security and privacy, collaborations, data literacy. In addition, data governance is a concept to put these 11 strategic dimensions into practice through standardization measures, training programs, and defining roles and responsibilities by developing a data catalog.