Jan Marco Leimeister
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Prof. Dr.
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Leimeister
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Jan Marco
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janmarco.leimeister@unisg.ch
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+41 71 224 3330
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Publication

A Value Co-Creation Perspective on Data Labeling in Hybrid Intelligence Systems: A Design Study

2023 , Mahei Manhai Li , Philipp Reinhard , Sarah Oeste-reiß , Christoph Peters , Jan Marco Leimeister

The adoption of innovative technologies confronts IT-Service-Management (ITSM) with an increasing volume and variety of requests. Artificial intelligence (AI) possesses the potential to augment customer service employees. However, the training data for AI systems are annotated by domain experts with little interest in labeling correctly due to their limited perceived value. Ultimately, insufficient labeled data leads to diminishing returns in AI performance. Following a design science research approach, we provide a novel human-in-the-loop (HIL) design for ITSM support ticket recommendations by incorporating a value co-creation perspective. The design incentivizes ITSM agents to provide labels during their everyday ticket-handling procedures. We develop a functional prototype based on 17,120 support tickets provided by a pilot partner as an instantiation and evaluate the design through accuracy metrics and user evaluations. Our evaluation revealed that recommendations after label improvement showed increased user ratings, and users are willing to contribute their domain knowledge. The improved labels can be utilized to continuously enhance the AI system as rewards showed increasing growth with decreasing marginal returns. Overall, our results emphasize agents' need for value-in-use by providing better results if they improve the labeling of support tickets pre-labeled by AI. Thus, we provide prescriptive knowledge of a novel HIL design that enables efficient and interactive labeling in the context of diverse applications of reinforcement learning systems.

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Why the Agile Mindset Matters

2021-08-03 , Eilers, Karen , Simmert, Benedikt , Peters, Christoph , Leimeister, Jan Marco

Volatility, uncertainty, ambiguity, and complexity (VUCA) are drivers in today’s business world. Therefore, an increasing number of organizations implement agility (agile methods) to cope with the rapid and accelerating change. However, these agile transformations do not succeed unhindered, and some fail. One reason for that is the employees lacking an agile mindset and they do not support or participate in the transformation. So far, knowledge of the agile mindset is in its infancy. A conceptualization for developing a measuring instrument on the individual level is lacking. Furthermore, the relevance of the agile mindset regarding organizational performance in a VUCA world is still unclear. Our study aims to close this gap. To do so, we examine the agile mindset with 15 qualitative interviews and conduct an online survey (N=449) to predict organizational agility and organizational performance based on the agile mindset. As for results, we conceptualize the agile mindset as an attitude that comprises four dimensions: ’learning spirit’, ‘collaborative exchange’, ‘empowered self-guiding’, and ‘iterative value creation’. We have found an indirect effect of the agile mindset affecting organizational performance towards organizational agility. These findings contribute to the agility and management research by providing both a conceptualization and a measuring instrument for the agile mindset. Furthermore, the agile mindset´s relevance in agile transformation is explained and its relation to organizational performance outlined. For successful agile transformation, executives must focus on the agile mindset of their employees and foster this by e.g. being a role model.

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Publication

The Design and Evaluation of TM³ : A Modularization Method for Telemedical Services

2013-01-23 , Peters, Christoph , Leimeister, Jan Marco

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Weck den Herkules in dir – bürger-initiierte Dienstleistungen

2019 , Billert, Matthias Simon , Peters, Christoph , Leimeister, Jan Marco , Niering, Peggy , Hartmann, Christina , Bittner, Eva , Leimeister, Jan Marco , Krcmar, Helmut , Peters, Christoph

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Publication

Conquering the Challenge of Continuous Business Model Improvement Design of a Repeatable Process

2018 , Simmert, Benedikt , Ebel, Philipp , Peters, Christoph , Bittner, Eva Alice Christiane , Leimeister, Jan Marco

In an atmosphere of rapidly changing business environments and intense competition, adequate and timely business models are crucial for companies. Current research mainly focuses on business model development that often neglects the legacy of established companies. The paper at hand addresses this research gap by a process design which allows established companies to rethink, improve, and continually innovate their business models. Following a design science research approach, requirements for improving business models are identified by the analysis of existing literature and by expert interviews. Collaboration Engineering and a multilevel evaluation are applied to create a continuous and implementable process design for business model improvement – including specific activities, instructions, and tools. The process design represents a nascent design theory in form of an “invention” type of knowledge contribution. Moreover, going beyond existing literature, the importance of collaboration between participants in a business model improvement project is highlighted. From a practical perspective, the developed process design enables companies for continuous and recurring business model improvement without the ongoing support of professional moderators or consultants.

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Publication

Towards ICT-Enabled Service Business: A Design Theory for Human-Centered Service Systems

2017 , Kleinschmidt, Stefan , Peters, Christoph , Leimeister, Jan Marco

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TM³ - A Modularization Method For Telemedical Services: Design And Evaluation

2013-06-06 , Peters, Christoph , Leimeister, Jan Marco

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Managing disruptive innovation through service systems - Crowdlending in the banking industry

2017 , Blohm, Ivo , Haas, Philipp , Peters, Christoph , Jakob, Thomas , Leimeister, Jan Marco

The Internet has affected and partially radically changed the business models of traditional industries. Crowdfunding as a new concept of funding over the Internet by a large crowd has especially gained maturity. Crowdfunding offerings range from funding charitable projects or innovative gadgets to a funding alternative for start-ups or small businesses. Therefore, crowdfunding represents an innovative way to provide liquidity for illiquid markets. With regard to the banking crisis and the growing skepticism toward banks, crowdfunding is seen as a more transparent, democratic, and entertaining way of funding, which makes it highly attractive for banks. A senior innovation manager of The Bank of Switzerland (TBOS), one of Switzerland's largest and most traditional banks, recognized the disruptive and beneficial potential of crowdlending. By facing strong resentments, he developed the idea of TBOS engaging in crowdlending by collaborating with a start-up by bundling competencies in a service system.

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One for All? Managing External and Internal Crowds through a Single Platform - A Case Study

2017 , Mrass, Volkmar , Peters, Christoph , Leimeister, Jan Marco

Whereas crowdsourcing as a topic has often been addressed in recent literature, web-based crowdworking platforms that manage the interface between crowdsourcers and crowdworkers have not received much attention so far. Furthermore, most of these platforms focus on either the management of external or internal crowds; platforms that handle both groups are rare. This paper investigates such a provider: the German company Across Systems. It uses a hybrid model, offering an individual “mini crowdworking platform” that enables the simultaneous government of external and internal crowds as well as a more traditional marketplace crowdworking platform (crossMarket) where supply and demand meet. Using a single-case study approach, the main contribution of this paper is to shed light on a model that has the potential to change the current crowdworking platform market. We show that managing both external and internal crowds on one platform can increase the acceptance, quality and speed of task completion.

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Systems Engineering Meets Service Science : Extending the Scope for Holistic Design of Product-Service-Systems Using a Telemedicine Example

2013-11-06 , Peters, Christoph , Škec, Stanko , Leimeister, Jan Marco , Štorga, Mario , Maurer, Maik , Schulze, Sven-Olaf

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