Virtual agents in the public service
Examining citizens’ value-in-use
Bibliographic Data
| ID | 21723665 |
|---|---|
| Authors | Maryanne Scutella (0000-0003-3795-402X, The University of Adelaide, corresponding author), Carolin Plewa (0000-0002-4570-0065, The University of Adelaide), Carmen Reaiche (0000-0001-5628-7504, James Cook University) |
| Year | 2024 |
| Volume | 26 |
| Issue | 1 |
| Pages | 73-88 |
| Publication date | 2024-01-02 |
| Open Access | No |
| Type | ARTICLE |
| Venue | Public Management Review (JOURNAL) |
| Journal identifiers | ISSN: 1471-9037 • E-ISSN: 1471-9045 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/14719037.2022.2044504 |
| OpenAlex | W4214615704 |
| Language | EN |
| Citations received | 19 |
| References cited | 55 |
The importance of today’s public sector delivering citizen-centric services enabled by technology is well recognized. To deliver such services, the public sector is turning to artificial intelligence, and in particular virtual agents (VA). This research examines how citizens gain value from interacting with VAs in a public sector setting. Through empirical research, utilizing transcripts from citizens’ interactions with a VA, four dimensions of value-in-use were identified. This adds to the theoretical body of knowledge on value co-creation in public service settings and provides practical insights into how citizens use VAs and possible avenues for future investment and improvements
Business · Economics · Empirical research · Knowledge management · Political science · Politics · Public relations · Public sector · Public service · Public Service Motivation · Public value · Computer Science · Customer Service Quality and Loyalty · Service and Product Innovation · Sharing Economy and Platforms · Marketing
The decision-making by citizens
The strategic use of AI in the public sector
Government in the metaverse
AI street-level bureaucracy
Value co-creation at service user interface
Implementing AI in the public sector
Algorithms for a new season? Mapping a decade of research on the artificial intelligence-driven digital transformation of public administration
Intertwined dimensions of private value in the digitalization of higher education
Value in the ‘valley of the shadow of death’—When the user is no longer the value arbiter
Decoding effectiveness and efficiency in AI-enabled public services
Falling in love with AI virtual agents
Resolving the Effectiveness–Efficiency Paradox in AI‐Enabled Public Services
What drives parents to co-create value in public schools
Public value and public sector accountability in New Zealand
Leave it to the parents
Can chatbots represent? Examining the potential for symbolic representation in automated service agents
The impact of virtual reality on private value dimensions
Citizens’ conscious engagement in digital platforms
Organizational strategic stance and perceived public service performance
Artificial Intelligence and the Public Sector—Applications and Challenges
Critical service logic
From public service-dominant logic to public service logic
Value co-creation
Customer service chatbots
Value Co-Creation through Patient Engagement in Health Care
Institutions and axioms
Co-Production and the Co-Creation of Value in Public Services
Managing the co-creation of value
“Service Encounter 2.0”
Service-dominant logic
Seeking Qualitative Rigor in Inductive Research
Continuing the development of the public service logic
Design for experience – a public service design approach in the age of digitalization
Implications of the use of artificial intelligence in public governance
Citizen-Centric E-Government Services
Mapping the challenges of Artificial Intelligence in the public sector
Enabling AI capabilities in government agencies
Transforming the communication between citizens and government through AI-guided chatbots
E-government maturity models
Close encounters of the digital kind
Smart Technology and the Emergence of Algorithmic Bureaucracy
Naturalistic inquiry
| Citations per year | 6.33 |
|---|---|
| Citation span | 2023 - 2026 (4) |
| Highly cited | No |