Emanuel Simon Stöckli

Emanuel Simon Stöckli

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Stöckli

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Emanuel Simon

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+41 71 224 3239

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How affordances of chatbots cross the chasm between social and traditional enterprise systems

(Springer Berlin Heidelberg, 2019-08-08)
Stöckli, Emanuel
;
Dremel, Christian
;
Uebernickel, Falk
;
Brenner, Walter

Digital and agile companies widely use chatbots in the form of integrations into enterprise messengers such as Slack and Microsoft Teams. However, there is a lack of empirical evidence about their action possibilities (i.e., affordances), for example, to link social interactions with third-party systems and processes. Therefore, we adopt a three-stage process. Grounded in a preliminary study and a qualitative study with 29 interviews from 17 organizations, we inductively derive rich contextual insights of 14 affordances and constraints, which serve as input for a Q-Methodology study that highlights five perceptional differences. We find that actualizing these affordances leads to higher-level affordances of chatbots that augment social information systems with affordances of traditional enterprise systems. Crossing the chasm between these, so far, detached systems contributes a novel perspective on how to balance novel digital with traditional systems, flexibility and malleability with stability and control, exploration with exploitation, and agility with discipline.

Type: journal article

Journal: Electronic markets : EM

URL: https://link.springer.com/article/10.1007/s12525-019-00359-6

DOI: https://doi.org/10.1007/s12525-019-00359-6

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/98354
Exploring characteristics and transformational capabilities of InsurTech innovations to understand insurance value creation in a digital world

(Springer, 2018-06-05)
Stöckli, Emanuel
;
Dremel, Christian
;
Uebernickel, Falk

Recent developments in the insurance industry embrace various “Insurance Technology” (InsurTech) innovations. To date, there is a lack of structured assessments of InsurTech. Prior research on FinTech fails (1) to clarify how InsurTech can be characterized and what capabilities are employed, and hence, (2) to reveal implications for value creation on firm and industry level. We address this by inductively building a model of InsurTech innovation adopting the grounded theory method. Our empirical data includes 208 InsurTech innovations from a market analysis based on Twitter data and a multiple-case study. The resulting model comprises 52 characteristics and 14 transformational capabilities and is integrated with extant value networks and intermediation literature. The former explains how InsurTech affects firm-level value creation and suggests that disruptive potentials emerge from aligning the transformational capabilities along three interdependent activities. The latter explains the entrance of digital intermediaries and their roles in the personal insurance market.

Type: journal article

Journal: Electronic markets : EM

Volume: 28

Issue: 3

URL: https://link.springer.com/article/10.1007/s12525-018-0304-7

DOI: 10.1007/S12525-018-0304-7

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/100381

Scopus© Citations 81
Implementing Design Thinking for Non-Designers: Learning Profiles from a Q-Methodology Study

( 2020-11)
Haskamp, Thomas
;
Paul, Alexander
;
Stöckli, Emanuel
;
de Paula, Danielly
;
Uebernickel, Falk

Type: conference paper

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/111617
A Socio-Technical Approach to Manage Analytics-as-a-Service – Results of an Action Design Research Project

( 2019)
Dremel, Christian
;
Stöckli, Emanuel
;
Wulf, Jochen
;
Brenner, Walter

The ability to generate business-relevant information and its use for business process improvements is a key success factor for businesses today. Answering the call for further research on success-relevant practices and instruments for managing business analytics, we report on the results of a three-year action design research project at a global car manufacturer. Drawing on the socio-technical systems theory, we identify seven meta-requirements and specify four principles for the design of an instrument to manage Analytics-as-a-Service (Aaas) portfolios. Our results reinforce the importance of coordinating different socio-technical components in business analytics initiatives and demonstrate how concrete management instruments, such as the proposed portfolio management tool, contribute to socio-technical alignment. For practitioners, the documented design components may provide guidance on how to design and implement similar instruments that support the management of Aaas portfolios.

Type: conference paper

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/99172
Looking Beneath the Tip of the Iceberg: The Two-Sided Nature of Chatbots and Their Roles for Digital Feedback Exchange

(Association for Information Systems (AIS), 2019-06)
Lechler, Ruth
;
Stöckli, Emanuel
;
Rietsche, Roman
;
Uebernickel, Falk

Enterprises are forecasted to spend more on chatbots than on mobile app development by 2021. Up to today little is known on the roles chatbots play in facilitating feedback exchange. However, digitization and automation put pressure on companies to setup digital work environments that enable reskilling of employees. Therefore, a structured analysis of feedback-related chatbots for Slack was conducted. Our results propose six archetypes that reveal the roles of chatbots in facilitating feedback exchange on performance, culture and ideas. We show that chatbots do not only consist of conversational agents integrated into instant messenger but are tightly linked to complementary front- end systems such as mobile and web apps. Like the upper part of an iceberg, the conversational agent is above water and visible within the chat, whereas many user interactions of feedback-related chatbots are only possible outside of the instant messenger. Further, we extract six design principles for chatbots as digital feedback systems. We do this by analyzing chatbots and linking empirically observed design features to (meta-)requirements derived from explanatory theory on feedback, self- determination and persuasive systems. The results suggest that chatbots benefit the social environment of conversation agents and the richness of the graphical user interface of external applications.

Type: conference paper

URL: https://aisel.aisnet.org/ecis2019_rp/119

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/98606
Not all Reviews are Equal - a Literature Review on Online Review Helpfulness

(European Conference on Information Systems (ECIS), 2019-06-08)
Rietsche, Roman
;
Frei, Daniel
;
Stöckli, Emanuel
;
Söllner, Matthias

The amount of online reviews is growing significantly. Between 2014 and 2017 the number of reviews for TripAdvisor grew by 300% and for Yelp by 208%. However, not all online reviews are equally valuable. Some reviews are perceived to be more helpful or trustworthy then others. Hence, a plethora of scholars have investigated the role of online reviews and researched factors and characteristics determining its helpfulness. Nevertheless, mixed findings were found. Consequently, the purpose of our paper is to present a holistic and representative analysis of the literature on factors indicating the helpfulness of online reviews. In total, we analyzed 81 journal articles and inductively created a framework resulting in four dimensions: review-related factors, reviewer-related factors, reader related factors and environment-related factors. The results reveled that researchers mainly focused on factors of the first two dimensions and that the findings are inconsistent and need to be solved by future research.

Type: conference paper

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/98567
Digital Feedback for Digital Work? Affordances and Constraints of a Feedback App at InsurCorp

( 2019)
Stöckli, Emanuel
;
Uebernickel, Falk
;
Brenner, Walter
;
Weierich, Andrea
;
Hess, Sarah

Little is known about how digital work shapes the exchange of performance feedback, even though today’s digital and global world demands for more continuous feedback than annual reviews. This research investigates a feedback app in a naturalistic context within a globally leading financial service corporation (InsurCorp). Drawing on malleability and voluntary participation, the app offers possibilities to send and request feedback between employees. Rich contextual insights from a multinational pilot study with 568 users are gained by triangulating qualitative data from 21 semi-structured interviews and 69 feedback app user reviews with usage data. Anchored in the theory of affordances, we provide insights on use practices and find that the app affords operational-level feedback exchange on specific subjects, while general feedback on sensitive topics is preferably exchanged in person. To understand actualization facilitators and barriers, we take a social-technical systems perspective to elaborate contextual factors that influence the individual’s actualization decision.

Type: conference paper

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/99657
Archetypes of Data Analytics Providers in the Big Data Era

( 2018)
Dremel, Christian
;
Stöckli, Emanuel
;
Wulf, Jochen
;
Herrmann, André

The ability to generate business-relevant information and use it to improve business processes is a fundamental lever to achieve competitive advantages and to increase organizational performance today. The increasing relevance of analysis activities goes along with a rising number of data analytics providers, which help companies to implement their analytics initiatives. However, these providers widely vary in their focus, functionalities and technologies, so that the overall market can be characterized as heterogeneous and unclear. To shed light on the complex landscape of BA applications and services, we contribute an empirical taxonomy and elaborate on five archetypes of analytics providers (i.e., BI & Advanced Reporting, ETL-Based & Advanced Data Management, and Data Mining) resulting from a cluster analysis of 97 analytics providers.

Type: conference paper

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/101081
Designing Human-Centric Information Systems: Towards an Understanding of Challenges in Specifying Requirements within Design Thinking Projects

(Leuphana Universität, 2018-03)
Hehn, Jennifer
;
Uebernickel, Falk
;
Stöckli, Emanuel
;
Brenner, Walter

Design-inspired approaches to problem-solving, like design thinking, have been gaining rising recognition as a way to create human-centric solutions. A design thinking project provides a guiding, yet not rigid framework to explore and specify requirements for the development of a new product or service. We investigate the challenges concerned with specifying requirements in design thinking projects with the purpose of laying the groundwork for creating solutions to these challenges. We find that design thinking supports the process of discovering requirements but leads to challenges stemming from the design thinking process. We identify conclusions for practice and suggestions for further research to create better human-centric information systems in the future.

Type: conference paper

Volume: im Tagungsband enthalten

URL: http://mkwi2018.leuphana.de/programm/tagungsband/

DOI: http://mkwi2018.leuphana.de/wp-content/uploads/MKWI_245.pdf

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/100703
Exploring Affordances of Slack Integrations and Their Actualization Within Enterprises – Towards an Understanding of How Chatbots Create Value

( 2018-01)
Stöckli, Emanuel
;
Uebernickel, Falk
;
Brenner, Walter

The rise of chatbots poses new possibilities to link social interactions within instant messengers with third-party systems and business processes. While many companies use chatbots within the enterprise in the form of Slack apps and integrations, little is known about their affordances. Grounded in a qualitative research endeavour, we conducted 12 explorative interviews in 8 organizational settings to inductively gain rich contextual insights. Our results reveal 14 functional affordances in 4 categories, elucidating how their actualization leads to the perception of higher level affordances and constraints. First, we discuss how chatbots augment social information systems with affordances of traditional enterprise systems, and therefore, enable bottom-up automation. Second, we elaborate on how the actualization of an affordance by one user may facilitate its perception by other users. Thus, we contribute towards a better understanding of how chatbots create value.

Type: conference paper

URL: http://hdl.handle.net/10125/50142

DOI: http://dx.doi.org/10.24251/HICSS.2018.255

URI: https://www.alexandria.unisg.ch/handle/20.500.14171/100892

Emanuel Simon Stöckli

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