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 and Jörg Henseler

International Journal of Information Management, 2021, vol. 61, issue C

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.

Keywords: Gamification; Experiential value; Multi-actor service ecosystem; Knowledge sharing attitude; Information exchange behavior (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0268401221000840
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:61:y:2021:i:c:s0268401221000840

DOI: 10.1016/j.ijinfomgt.2021.102391

Access Statistics for this article

International Journal of Information Management is currently edited by Yogesh K. Dwivedi

More articles in International Journal of Information Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().