Abstract
DDue to new technologies, providers of digital goods and services collect an ever-increasing amount of personal data. Although the GDPR mandates that providers must inform their customers about the handling of their data, past privacy scandals have shown that customers lack information. In this study, we adopt a qualitative-exploratory approach to develop a rich understanding of the practices about which customers are not fully informed. We rely on agency theory to understand hidden actions as an informational advantage of providers. By conducting focus groups, we identify perceptions of three key hidden actions of smart product customers in B2C service ecosystems. Building on the hidden actions, we understand the relationship between customer and provider in smart service ecosystems characterized by information asymmetries. With our research, we provide the first steps towards understanding the nature and role of hidden actions in the context of smart service ecosystems. For practitioners, we provide guidance on how to effectively reduce information asymmetries.
Item Type: | Conference or Workshop Item (Paper) |
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Keywords: | Designing Data Ecosystems: Value, Impacts, and Fundamentals, agency theory; hidden action; personal data; smart product; smart service ecosystem |
Faculties: | Munich School of Management > Institute for Digital Management and New Media Munich School of Management > Institute for Digital Management and New Media > Data-based business concepts |
Subjects: | 300 Social sciences > 330 Economics |
URN: | urn:nbn:de:bvb:19-epub-108453-0 |
Place of Publication: | Honolulu, Hawaii |
Annotation: | ISBN 978-0-9981331-7-1 |
Language: | English |
Item ID: | 108453 |
Date Deposited: | 19. Jan 2024, 10:24 |
Last Modified: | 19. Jan 2024, 10:24 |