Virtual agents in the public service: examining citizens' value-in-use

Scutella, Maryanne, Plewa, Carolin, and Reaiche, Carmen (2023) Virtual agents in the public service: examining citizens' value-in-use. Public Management Review. (In Press)

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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.

Item ID: 74729
Item Type: Article (Research - C1)
ISSN: 1471-9045
Keywords: e-government, value co-creation, value-in-use, virtual agent
Copyright Information: © 2022 Informa UK Limited.
Date Deposited: 15 Jun 2022 00:43
FoR Codes: 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350605 Marketing management (incl. strategy and customer relations) @ 50%
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350714 Public sector organisation and management @ 50%
SEO Codes: 28 EXPANDING KNOWLEDGE > 2801 Expanding knowledge > 280106 Expanding knowledge in commerce, management, tourism and services @ 100%
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