Information management can't be all fun and games, can it? How gamified experiences foster information exchange in multi-actor service ecosystems

Patrick Weretecki, Goetz Greve, Kenneth Bates, Jörg Henseler

Research output: Contribution to journalArticlepeer-review

4 Citations (Scopus)
6 Downloads (Pure)

Abstract

This paper investigates whether gamified experiences in a multi-actor service ecosystem can be used to encourage customers’ information exchange behavior. Furthermore, it examines the impact of customers’ knowledge sharing attitude on the relationship between experiential value and customers’ information exchange behavior. Structural equation modeling was used to assess these dynamic relationships and provide a scalable measurement instrument that can be applied to gamified experiences ranging from simple customer-interface interactions, all the way up to multi-actor service ecosystems. Our findings support the notion that managers can use gamification to foster information exchange and thereby value co-creation between customers and employees directly, without necessarily having to change customers attitudes first. The findings also suggest that gamification can be applied successfully in cases of large groups of people with widely varying characteristics, backgrounds, and motivations. Additionally, our research indicates that experiential value is a suitable candidate for a consistent measurement instrument for gamification. This study is the first to apply a holistic experiential value approach to a gamified experience that simultaneously accounts for customers’ interactions with a multisensory physical environment, their personal interactions with employees, and their interactions with other customers.

Original languageEnglish
Article number102391
Pages (from-to)1-12
Number of pages12
JournalInternational Journal Of Information Management
Volume61
Early online date19 Aug 2021
DOIs
Publication statusPublished - 1 Dec 2021

Keywords

  • Experiential value
  • Gamification
  • Information exchange behavior
  • Knowledge sharing attitude
  • Multi-actor service ecosystem

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