公共部门
公共价值
价值(数学)
公共服务
公共服务动机
公共关系
业务
服务(商务)
投资(军事)
实证研究
知识管理
营销
经济
政治学
计算机科学
政治
经济
哲学
机器学习
法学
认识论
作者
Maryanne Scutella,Carolin Plewa,Carmen Reaiche
标识
DOI:10.1080/14719037.2022.2044504
摘要
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.
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