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Dr. rer. pol. Mahei Li

Research group leader

Telephone: +49 561 804-6046
Email: mahei.li[at]uni-kassel[dot]de

Website: https://www.maheili.de/

Location: Pfannkuchstraße 1
34121 Kassel

Room: ITeG, 1160, 1st floor

Consultation Hours: Wed, 13:00-14:00 Registration by email required. Further appointments by arrangement.

Resume

Education

Studies of Business Informatics (M.Sc.) at the University of Mannheim

Thesis topic: "Turning a Cultural Startup into a European Success: Designing a Customer Relationship Management System for the Paris National Opera".

Semester abroad at the National Taiwan University (NTU)

Studies of Business Informatics (B.Sc.) at the University of Mannheim

Thesis topic: "An empirical Study on the Determinants of IT Business Value in Customer Relationship Management".

Work experience

Internship in the area of PMO- Senacor Technologies AG, Munich

Internship abroad in the area of Sales (Public Sector) - IBM Greater China Group, China, Beijing

Internship in the area of Quality Management and IT - Friatec AG, Mannheim, Germany

Member of the student consultancy INTEGRA e.V. at the University of Mannheim

Various study projects, including prototyping of a risk management system in cooperation with BASF SE and an operational BI forecasting (retail) system at the Business Information Technology Institute (BIT)

Research interests

Service Science, Service Engineering, Method Engineering
Business models, co-creation of value and service modeling & Description languages
Value Generation of Business Intelligence and Business Analytics
Process Science and Process Mining
Production Planning and Control (PPS)
Production Systems
Conceptualization and development of the Service System Modeling Graph for product systems and service systems based on hypergraphs (a simplified explanatory video can be found here)

Awards

Awards

Best Paper Award nom ination by the Americas Conference on Information Systems 2024 in Salt Lake City, USA (AMCIS 2024)
Best Conference Reviewer Nomination awarded by the European Conference on Information Systems 2023 (ECIS 2023)
Best Publication Award for the HISS research project (ING 2023)
Distinguished Recognition Award forService Innovation presented by the International Society of Service Innovation (ISSIP 2022)
Best Conference Reviewer awarded by the European Conference on Information Systems 2021 (ECIS 2021)
Best Industry Studies Paper Award (5th place) presented by the International Society of Service Innovation Professionals (ISSIP 2020)
Best Paper Award (3rd place) presented by INFORMS International Conference on Service Science 2019 (INFORMS ICSS2019)
Best Paper Award "User-generated service systems for the digital transformation of organizations" at Digivation
Best Paper Award nomination for the 53rd Hawaii International Conference on System Sciences (HICSS 2020)
Most Innovative Paper Award Nomination for the International Conference on Information Systems 2017 (ICIS 2017)
Best Student Paper Award Nomination for the International Business Informatics Congress 2017 (WI-2017) - Supervisor
Participant of the Doctoral Cons ortium of the European Conference on Information Systems (ECIS) 2019, Stockholm, Sweden
Participant of the Doctoral Cons ortium of the Workshop on Information Technologies and Systems (WITS) 2019, Munich, Germany
Participant of the Doctoral Consortium of the International Conference on Exploring Service Science (IESS 1.8) 2018, Karlsruhe, Germany

Review Aktivitäten

European Conference on Information Systems (ECIS)
International Conference on Information Systems (ICIS)
MKWI (Multikonferenz Wirtschaftsinformatik)
DESRIST (Conference on Design Science Research in Information Systems and Technology)
ICServ (International Conference on Serviceology)

Memberships and activities in committees

Association for Information Systems (AIS)
Research Network FOKUS:SE
DIN SPEC 33453 "Development of Digital Service Delivery Systems
Institute for Operations Research and the Management Sciences (INFORMS)
AIS Special Interest Group Service (SIG SVC)
German Informatics Society (GI)

Publications

2025[ to top ]

Dittmar, A.; Reinhard, P.; Li, M. M.; Karst, F.; & Leimeister, J. M. (2025): Integrating Brand Identity Into AI-Based Conversational Agents: A Systematic Literature Review. In: Hawaii International Conference on System Sciences (HICSS). Big Island, Hawaii.
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@inproceedings{ls_leimeister, abstract = {A company's brand identity is vital for fostering meaningful interactions with customers in a digital economy. As generative artificial intelligence (GenAI) becomes increasingly integrated into our daily lives, AI-based assistants are evolving into the primary channel for representing a brand's identity. Consequently, brand departments face the challenge of translating their company's brand identity into highly interactive AI-based assistants effectively. While there is diverse research on single cues that influence user perceptions, the literature lacks a comprehensive understanding of conversational cues and their impact on brand-related outcomes. Hence, we conduct a systematic literature review to identify verbal and visual cues in the design of AI-based chatbots and examine how they influence the perceptions of the assistants and the brand. We contribute a conceptual framework that summarizes the independent and dependent variables as well as their interrelationships and provides researchers and practitioners with a basis for designing and studying conversational design in the age of GenAI.}, address = {Big Island, Hawaii}, author = {Dittmar, Angelia and Reinhard, Philipp and Li, Mahei Manhai and Karst, Fabian and Leimeister, Jan Marco}, booktitle = {Hawaii International Conference on System Sciences (HICSS)}, keywords = {itegpub}, title = {Integrating Brand Identity Into AI-Based Conversational Agents: A Systematic Literature Review}, year = 2025 }
%0 Conference Paper %1 ls_leimeister %A Dittmar, Angelia %A Reinhard, Philipp %A Li, Mahei Manhai %A Karst, Fabian %A Leimeister, Jan Marco %B Hawaii International Conference on System Sciences (HICSS) %C Big Island, Hawaii %D 2025 %T Integrating Brand Identity Into AI-Based Conversational Agents: A Systematic Literature Review %U http://pubs.wi-kassel.de/wp-content/uploads/2024/11/JML_982.pdf %X A company's brand identity is vital for fostering meaningful interactions with customers in a digital economy. As generative artificial intelligence (GenAI) becomes increasingly integrated into our daily lives, AI-based assistants are evolving into the primary channel for representing a brand's identity. Consequently, brand departments face the challenge of translating their company's brand identity into highly interactive AI-based assistants effectively. While there is diverse research on single cues that influence user perceptions, the literature lacks a comprehensive understanding of conversational cues and their impact on brand-related outcomes. Hence, we conduct a systematic literature review to identify verbal and visual cues in the design of AI-based chatbots and examine how they influence the perceptions of the assistants and the brand. We contribute a conceptual framework that summarizes the independent and dependent variables as well as their interrelationships and provides researchers and practitioners with a basis for designing and studying conversational design in the age of GenAI.
Freise, L. R.; Bruhin, O.; Ritz, E.; Li, M. M.; & Leimeister, J. M. (2025): Code and Craft: How Generative AI Tools Facilitate Job Crafting in Software Development. In: 58th Hawaii International Conference on System Sciences (HICSS). Hawaii, USA.
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@inproceedings{ls_leimeister, abstract = {The rapid evolution of the software development industry challenges developers to manage their diverse tasks effectively. Traditional assistant tools in software development often fall short of supporting developers efficiently. This paper explores how generative artificial intelligence (GAI) tools, such as Github Copilot or ChatGPT, facilitate job crafting—a process where employees reshape their jobs to meet evolving demands. By integrating GAI tools into workflows, software developers can focus more on creative problem-solving, enhancing job satisfaction, and fostering a more innovative work environment. This study investigates how GAI tools influence task, cognitive, and relational job crafting behaviors among software developers, examining its implications for professional growth and adaptability within the industry. The paper provides insights into the transformative impacts of GAI tools on software development job crafting practices, emphasizing their role in enabling developers to redefine their job functions.}, address = {Hawaii, USA}, author = {Freise, Leonie Rebecca and Bruhin, Olivia and Ritz, Eva and Li, Mahei Manhai and Leimeister, Jan Marco}, booktitle = {58th Hawaii International Conference on System Sciences (HICSS)}, keywords = {itegpub}, title = {Code and Craft: How Generative AI Tools Facilitate Job Crafting in Software Development}, year = 2025 }
%0 Conference Paper %1 ls_leimeister %A Freise, Leonie Rebecca %A Bruhin, Olivia %A Ritz, Eva %A Li, Mahei Manhai %A Leimeister, Jan Marco %B 58th Hawaii International Conference on System Sciences (HICSS) %C Hawaii, USA %D 2025 %T Code and Craft: How Generative AI Tools Facilitate Job Crafting in Software Development %X The rapid evolution of the software development industry challenges developers to manage their diverse tasks effectively. Traditional assistant tools in software development often fall short of supporting developers efficiently. This paper explores how generative artificial intelligence (GAI) tools, such as Github Copilot or ChatGPT, facilitate job crafting—a process where employees reshape their jobs to meet evolving demands. By integrating GAI tools into workflows, software developers can focus more on creative problem-solving, enhancing job satisfaction, and fostering a more innovative work environment. This study investigates how GAI tools influence task, cognitive, and relational job crafting behaviors among software developers, examining its implications for professional growth and adaptability within the industry. The paper provides insights into the transformative impacts of GAI tools on software development job crafting practices, emphasizing their role in enabling developers to redefine their job functions.

2024[ to top ]

Reinhard, P.; Neis, N.; Kolb, L.; Wischer, D.; Li, M. M.; Winkelmann, A.; … Leimeister, J. M. (2024): Augmenting Frontline Service Employee Onboarding via Hybrid Intelligence: Examining the Effects of Different Degrees of Human-GenAI Interaction. In: Mandviwalla, M. Y., Söllner, M., & Tuunanen, T. (Eds.), International Conference on Design Science Research in Information Systems and Technology (DESRIST 2024). Trollhättan, Sweden.
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@inproceedings{ls_leimeister, abstract = {High turnover rates within help desks, caused by excessive workloads, make the efficient onboarding of novices a persistent and recurring challenge. Generative artificial intelligence (GenAI) possesses the potential to augment novice frontline service employees (FSE) during their onboarding phase. However, there is a lack of knowledge on how to design the interaction of FSE and GenAI. Thus, following design science research (DSR), we propose a conversational (co-)agent that leverages the capabilities of large language models and the concept of hybrid intelligence to augment novice FSE. To examine the interaction between novices and GenAI given various task difficulties, we derive and instantiate two hybrid intelligence meta-designs - a supporter that provides recommendations and a collaborator that allows for prompting the coagent. The results from an online experiment with 75 laypeople show that novices interact with GenAI more frequently and show a higher engagement, especially in difficult tasks. Overall, we uncover a paradox: Despite an increased interaction and a greater time investment, FSEs experience a lower perceived workload with a GenAI-based collaborator. From that, we derive implications for designing employee-facing co-agents in customer services.}, address = {Trollhättan, Sweden}, author = {Reinhard, Philipp and Neis, Nicolas and Kolb, Lisa and Wischer, Dennis and Li, Mahei Manhai and Winkelmann, Axel and Teuteberg, Frank and Lechner, Ulrike and Leimeister, Jan Marco}, booktitle = {International Conference on Design Science Research in Information Systems and Technology (DESRIST 2024)}, editor = {Mandviwalla, Munir Y. and Söllner, Matthias and Tuunanen, Tuure}, keywords = {itegpub}, title = {Augmenting Frontline Service Employee Onboarding via Hybrid Intelligence: Examining the Effects of Different Degrees of Human-GenAI Interaction}, year = 2024 }
%0 Conference Paper %1 ls_leimeister %A Reinhard, Philipp %A Neis, Nicolas %A Kolb, Lisa %A Wischer, Dennis %A Li, Mahei Manhai %A Winkelmann, Axel %A Teuteberg, Frank %A Lechner, Ulrike %A Leimeister, Jan Marco %B International Conference on Design Science Research in Information Systems and Technology (DESRIST 2024) %C Trollhättan, Sweden %D 2024 %E Mandviwalla, Munir Y. %E Söllner, Matthias %E Tuunanen, Tuure %T Augmenting Frontline Service Employee Onboarding via Hybrid Intelligence: Examining the Effects of Different Degrees of Human-GenAI Interaction %U http://pubs.wi-kassel.de/wp-content/uploads/2024/04/JML_969.pdf %X High turnover rates within help desks, caused by excessive workloads, make the efficient onboarding of novices a persistent and recurring challenge. Generative artificial intelligence (GenAI) possesses the potential to augment novice frontline service employees (FSE) during their onboarding phase. However, there is a lack of knowledge on how to design the interaction of FSE and GenAI. Thus, following design science research (DSR), we propose a conversational (co-)agent that leverages the capabilities of large language models and the concept of hybrid intelligence to augment novice FSE. To examine the interaction between novices and GenAI given various task difficulties, we derive and instantiate two hybrid intelligence meta-designs - a supporter that provides recommendations and a collaborator that allows for prompting the coagent. The results from an online experiment with 75 laypeople show that novices interact with GenAI more frequently and show a higher engagement, especially in difficult tasks. Overall, we uncover a paradox: Despite an increased interaction and a greater time investment, FSEs experience a lower perceived workload with a GenAI-based collaborator. From that, we derive implications for designing employee-facing co-agents in customer services.
Bruhin, O.; Ebel, P.; Müller, L.; & Li, M. (2024): GenAI and Software Engineering: Strategies for Shaping the Core of Tomorrow’s Software Engineering Practice. In: International Conference on Information Systems (ICIS). Bangkok, Thailand.
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@inproceedings{ls_leimeister, abstract = {The rapid integration of Generative Artificial Intelligence (GenAI) into Software Engineering (SE) transforms how software is designed, developed, and maintained, introducing significant managerial challenges. This study examines these emerging challenges and proposes strategic actions for managing SE in the future. We provide an overview of the current GenAI development within SE and analyze its implications across three critical pillars: People, Process, and Technology. Our findings indicate that GenAI introduces a dynamic complexity to these elements, demanding a combined managerial approach. We propose six strategic actions essential for shaping the future of SE practice.This study aims to help practitioners make strategic decisions regarding GenAI implementation and offers researchers insights into past findings and opportunities for further investigation.}, address = {Bangkok, Thailand}, author = {Bruhin, Olivia and Ebel, Philipp and Müller, Leon and Li, Mahei}, booktitle = {International Conference on Information Systems (ICIS)}, keywords = {itegpub}, title = {GenAI and Software Engineering: Strategies for Shaping the Core of Tomorrow’s Software Engineering Practice}, year = 2024 }
%0 Conference Paper %1 ls_leimeister %A Bruhin, Olivia %A Ebel, Philipp %A Müller, Leon %A Li, Mahei %B International Conference on Information Systems (ICIS) %C Bangkok, Thailand %D 2024 %T GenAI and Software Engineering: Strategies for Shaping the Core of Tomorrow’s Software Engineering Practice %U http://pubs.wi-kassel.de/wp-content/uploads/2024/10/JML_987.pdf %X The rapid integration of Generative Artificial Intelligence (GenAI) into Software Engineering (SE) transforms how software is designed, developed, and maintained, introducing significant managerial challenges. This study examines these emerging challenges and proposes strategic actions for managing SE in the future. We provide an overview of the current GenAI development within SE and analyze its implications across three critical pillars: People, Process, and Technology. Our findings indicate that GenAI introduces a dynamic complexity to these elements, demanding a combined managerial approach. We propose six strategic actions essential for shaping the future of SE practice.This study aims to help practitioners make strategic decisions regarding GenAI implementation and offers researchers insights into past findings and opportunities for further investigation.
Ritz, E.; Mühlheim, J.; Freise, L. R.; & Li, M. M. (2024): Prompting for Perks: Enhancing Generative AI-Enabled Job Crafting in Knowledge Work. In: Australasian Conference on Information Systems (ACIS). Canberra, Australia.
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@inproceedings{ls_leimeister, abstract = {The increasing use of Generative AI (GAI) has captivated industries seeking to enhance productivity, particularly among white-collar workers. Drawing upon job crafting theory from occupational psychology, prior research suggests that GAI applications can also enhance employee well-being by modifying their work environment for self-perceived benefits. However, the conditions facilitating job crafting behaviours in this context remain underexplored. This study posits that prompt engineering can promote job crafting behaviour. To explore this, we conducted a between-subjects online experiment, manipulating a prompt support intervention through worked examples. Additionally, we examined the moderating role of participants' AI literacy in influencing the effectiveness of the prompt intervention. A pre-test with 42 participants indicated that prompt support can increase GAI-enabled job crafting, but only for those with high AI literacy. The findings underscore the importance of AI literacy and prompt engineering in optimising job crafting behaviour, advocating for organisational training programs to support these skills.}, address = {Canberra, Australia}, author = {Ritz, Eva and Mühlheim, Joël and Freise, Leonie Rebecca and Li, Mahei Manhei}, booktitle = {Australasian Conference on Information Systems (ACIS)}, keywords = {AI_Literacy}, title = {Prompting for Perks: Enhancing Generative AI-Enabled Job Crafting in Knowledge Work}, year = 2024 }
%0 Conference Paper %1 ls_leimeister %A Ritz, Eva %A Mühlheim, Joël %A Freise, Leonie Rebecca %A Li, Mahei Manhei %B Australasian Conference on Information Systems (ACIS) %C Canberra, Australia %D 2024 %T Prompting for Perks: Enhancing Generative AI-Enabled Job Crafting in Knowledge Work %X The increasing use of Generative AI (GAI) has captivated industries seeking to enhance productivity, particularly among white-collar workers. Drawing upon job crafting theory from occupational psychology, prior research suggests that GAI applications can also enhance employee well-being by modifying their work environment for self-perceived benefits. However, the conditions facilitating job crafting behaviours in this context remain underexplored. This study posits that prompt engineering can promote job crafting behaviour. To explore this, we conducted a between-subjects online experiment, manipulating a prompt support intervention through worked examples. Additionally, we examined the moderating role of participants' AI literacy in influencing the effectiveness of the prompt intervention. A pre-test with 42 participants indicated that prompt support can increase GAI-enabled job crafting, but only for those with high AI literacy. The findings underscore the importance of AI literacy and prompt engineering in optimising job crafting behaviour, advocating for organisational training programs to support these skills.
Li, M. M.; Nikishina, I.; Sevgili, Özge; & Semmann, M. (2024): Wiping out the limitations of Large Language Models - A Taxonomy for Retrieval Augmented Generation. In: .
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@article{ls_leimeister, abstract = {Current research on RAGs is distributed across various disciplines, and since the technology is evolving very quickly, its unit of analysis is mostly on technological innovations, rather than applications in business contexts. Thus, in this research, we aim to create a taxonomy to conceptualize a comprehensive overview of the constituting characteristics that define RAG applications, facilitating the adoption of this technology in the IS community. To the best of our knowledge, no RAG application taxonomies have been developed so far. We describe our methodology for developing the taxonomy, which includes the criteria for selecting papers, an explanation of our rationale for employing a Large Language Model (LLM)-supported approach to extract and identify initial characteristics, and a concise overview of our systematic process for conceptualizing the taxonomy. Our systematic taxonomy development process includes four iterative phases designed to refine and enhance our understanding and presentation of RAG’s core dimensions. We have developed a total of five meta-dimensions and sixteen dimensions to comprehensively capture the concept of Retrieval-Augmented Generation (RAG) applications. When discussing our findings, we also detail the specific research areas and pose key research questions to guide future information system researchers as they explore the emerging topics of RAG systems.}, author = {Li, Mahei Manhai and Nikishina, Irina and Sevgili, Özge and Semmann, Martin}, keywords = {itegpub}, title = {Wiping out the limitations of Large Language Models - A Taxonomy for Retrieval Augmented Generation}, year = 2024 }
%0 Journal Article %1 ls_leimeister %A Li, Mahei Manhai %A Nikishina, Irina %A Sevgili, Özge %A Semmann, Martin %D 2024 %R 10.48550/arXiv.2408.02854 %T Wiping out the limitations of Large Language Models - A Taxonomy for Retrieval Augmented Generation %U http://pubs.wi-kassel.de/wp-content/uploads/2024/08/JML_978.pdf %X Current research on RAGs is distributed across various disciplines, and since the technology is evolving very quickly, its unit of analysis is mostly on technological innovations, rather than applications in business contexts. Thus, in this research, we aim to create a taxonomy to conceptualize a comprehensive overview of the constituting characteristics that define RAG applications, facilitating the adoption of this technology in the IS community. To the best of our knowledge, no RAG application taxonomies have been developed so far. We describe our methodology for developing the taxonomy, which includes the criteria for selecting papers, an explanation of our rationale for employing a Large Language Model (LLM)-supported approach to extract and identify initial characteristics, and a concise overview of our systematic process for conceptualizing the taxonomy. Our systematic taxonomy development process includes four iterative phases designed to refine and enhance our understanding and presentation of RAG’s core dimensions. We have developed a total of five meta-dimensions and sixteen dimensions to comprehensively capture the concept of Retrieval-Augmented Generation (RAG) applications. When discussing our findings, we also detail the specific research areas and pose key research questions to guide future information system researchers as they explore the emerging topics of RAG systems.
Reinhard, P.; Li, M. M.; Peters, C.; & Leimeister, J. M. (2024): LET EMPLOYEES TRAIN THEIR OWN CHATBOTS: DESIGN OF GENERATIVE AI-ENABLED DELEGATION SYSTEMS. In: European Conference on Information Systems (ECIS). Paphos, Cyprus.
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@inproceedings{ls_leimeister, abstract = {While chatbots can be implemented with very little effort, scaling and maintaining chatbots remains a challenge. This is crucial in knowledge-intensive customer service like IT support, where domain knowledge must stay current with the evolving IT landscape. Following design science research, we derive design principles for a generative AI (GPT4) enabled textual training data creation and curation system (T²C²) as part of a new class of systems – bot delegation systems. For the design of T²C², chatbot and domain expert viewpoints are integrated. We evaluate two instances of T²C², each with distinct degrees of human-ai delegation where employees act both as creators and curators of training data. The paper’s theoretical contribution is two-fold: (1) we present a novel kernel theory that represents the material characteristics of bot delegation systems by contextualizing the IS delegation framework to the self-determination theory; (2) the design and evaluation of T²C² as the built-and-evaluated artifact.}, address = {Paphos, Cyprus}, author = {Reinhard, Philipp and Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {European Conference on Information Systems (ECIS)}, keywords = {itegpub}, title = {LET EMPLOYEES TRAIN THEIR OWN CHATBOTS: DESIGN OF GENERATIVE AI-ENABLED DELEGATION SYSTEMS}, year = 2024 }
%0 Conference Paper %1 ls_leimeister %A Reinhard, Philipp %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %B European Conference on Information Systems (ECIS) %C Paphos, Cyprus %D 2024 %T LET EMPLOYEES TRAIN THEIR OWN CHATBOTS: DESIGN OF GENERATIVE AI-ENABLED DELEGATION SYSTEMS %U http://pubs.wi-kassel.de/wp-content/uploads/2024/04/JML_970.pdf %X While chatbots can be implemented with very little effort, scaling and maintaining chatbots remains a challenge. This is crucial in knowledge-intensive customer service like IT support, where domain knowledge must stay current with the evolving IT landscape. Following design science research, we derive design principles for a generative AI (GPT4) enabled textual training data creation and curation system (T²C²) as part of a new class of systems – bot delegation systems. For the design of T²C², chatbot and domain expert viewpoints are integrated. We evaluate two instances of T²C², each with distinct degrees of human-ai delegation where employees act both as creators and curators of training data. The paper’s theoretical contribution is two-fold: (1) we present a novel kernel theory that represents the material characteristics of bot delegation systems by contextualizing the IS delegation framework to the self-determination theory; (2) the design and evaluation of T²C² as the built-and-evaluated artifact.
Reinhard, P.; Li, M. M.; Peters, C.; & Leimeister, J. M. (2024): Generative AI in Customer Support Services: A Framework for Augmenting the Routines of Frontline Service Employees. In: Hawaii International Conference on System Sciences (HICSS). Waikiki, Hawaii, USA.
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@inproceedings{ls_leimeister, abstract = {Customer support service employees are facing an increased workload, while artificial intelligence (AI) appears to possess the potential to change the way we work. With the advent of modern types of generative AI, new opportunities to augment frontline service employees have emerged. However, little is known about how to integrate generative AI in customer support service organizations and purposefully change service employee work routines. Following multi-method qualitative research, we performed a literature review, conducted workshops, and interviewed IT support agents, managers, and AI experts. Thereby, we examine AI augmentation for frontline service employees in the context of IT support to carve out where and how GenAI can be leveraged to develop more efficient and higher-quality customer support. Our resulting framework reveals that especially adapting solutions and retaining knowledge is subject to a high degree of AI augmentation.}, address = {Waikiki, Hawaii, USA}, author = {Reinhard, Philipp and Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {Hawaii International Conference on System Sciences (HICSS)}, keywords = {itegpub}, title = {Generative AI in Customer Support Services: A Framework for Augmenting the Routines of Frontline Service Employees}, year = 2024 }
%0 Conference Paper %1 ls_leimeister %A Reinhard, Philipp %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %B Hawaii International Conference on System Sciences (HICSS) %C Waikiki, Hawaii, USA %D 2024 %T Generative AI in Customer Support Services: A Framework for Augmenting the Routines of Frontline Service Employees %U https://pubs.wi-kassel.de/wp-content/uploads/2023/12/JML_956.pdf %X Customer support service employees are facing an increased workload, while artificial intelligence (AI) appears to possess the potential to change the way we work. With the advent of modern types of generative AI, new opportunities to augment frontline service employees have emerged. However, little is known about how to integrate generative AI in customer support service organizations and purposefully change service employee work routines. Following multi-method qualitative research, we performed a literature review, conducted workshops, and interviewed IT support agents, managers, and AI experts. Thereby, we examine AI augmentation for frontline service employees in the context of IT support to carve out where and how GenAI can be leveraged to develop more efficient and higher-quality customer support. Our resulting framework reveals that especially adapting solutions and retaining knowledge is subject to a high degree of AI augmentation.
Karst, F.; Li, M. M.; & Leimeister, J. M. (2024): FinDEx: A Synthetic Data Sharing Platform for Financial Fraud Detection. In: Hawaii International Conference on System Sciences (HICSS). Waikiki, Hawaii, USA: University of Hawaiʻi at Mānoa.
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@inproceedings{ls_leimeister, abstract = {The rising number of financial frauds inflicted in the last year more than 800 billion USD in damages on the global economy. Although financial institutions possess advanced AI systems for fraud detection, the time required to accumulate a sufficient volume of fraudulent data for training models creates a costly vulnerability. Combined with the inability to share fraud detection training data among institutions due to data and privacy regulations, this poses a major challenge. To address this issue, we propose the concept of a synthetic data-sharing ecosystem platform (FinDEx). This platform ensures data anonymity by generating synthesized training data based on each institution's fraud detection datasets. Various synthetic data generation techniques are employed to rapidly construct a shared dataset for all ecosystem members. Using design science research, this paper leverages insights from financial fraud detection literature, data sharing practices, and modular systems theory to derive design knowledge for the platform architecture. Furthermore, the feasibility of using different data generation algorithms such as generative adversarial networks, variational auto encoder and Gaussian mixture model was evaluated and different methods for the integration of synthetic data into the training procedure were tested. Thus, contributing to the theory at the intersection between fraud detection and data sharing and providing practitioners with guidelines on how to design such systems.}, address = {Waikiki, Hawaii, USA}, author = {Karst, Fabian and Li, Mahei Manhai and Leimeister, Jan Marco}, booktitle = {Hawaii International Conference on System Sciences (HICSS)}, keywords = {itegpub}, organization = {University of Hawaiʻi at Mānoa}, title = {FinDEx: A Synthetic Data Sharing Platform for Financial Fraud Detection}, year = 2024 }
%0 Conference Paper %1 ls_leimeister %A Karst, Fabian %A Li, Mahei Manhai %A Leimeister, Jan Marco %B Hawaii International Conference on System Sciences (HICSS) %C Waikiki, Hawaii, USA %D 2024 %T FinDEx: A Synthetic Data Sharing Platform for Financial Fraud Detection %U http://pubs.wi-kassel.de/wp-content/uploads/2024/01/JML_957.pdf %X The rising number of financial frauds inflicted in the last year more than 800 billion USD in damages on the global economy. Although financial institutions possess advanced AI systems for fraud detection, the time required to accumulate a sufficient volume of fraudulent data for training models creates a costly vulnerability. Combined with the inability to share fraud detection training data among institutions due to data and privacy regulations, this poses a major challenge. To address this issue, we propose the concept of a synthetic data-sharing ecosystem platform (FinDEx). This platform ensures data anonymity by generating synthesized training data based on each institution's fraud detection datasets. Various synthetic data generation techniques are employed to rapidly construct a shared dataset for all ecosystem members. Using design science research, this paper leverages insights from financial fraud detection literature, data sharing practices, and modular systems theory to derive design knowledge for the platform architecture. Furthermore, the feasibility of using different data generation algorithms such as generative adversarial networks, variational auto encoder and Gaussian mixture model was evaluated and different methods for the integration of synthetic data into the training procedure were tested. Thus, contributing to the theory at the intersection between fraud detection and data sharing and providing practitioners with guidelines on how to design such systems. %@ 978-0-9981331-7-1
Li, M.; Dickhaut, E.; Bruhin, O.; Wache, H.; & Weritz, P. (2024): More Than Just Efficiency: Impact of Generative AI on Developer Productivity. In: Americas Conference on Information Systems (AMCIS). Utah, USA.
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@inproceedings{ls_leimeister, abstract = {The collaboration between genAI and humans in the field of information systems holds transformative potential echoing the co-creation ethos in digital ecosystems. GenAI's automated code generation capabilities present an opportunity for seamless cooperation with human developers. As genAI evolves, it can contribute to the generation of code with minimal human input, enabling developers to focus on higher-level conceptualization and problem-solving. The individual work changes by GenAI also have wider-reaching effects, which requires a holistic understanding of its impact. Our interview study with 15 software developers presents a shift towards a more balanced viewpoint on measuring the effects of genAI in software development environments, specifically the importance of human-centric indicators (e.g. satisfaction and wellbeing) in addition to traditional efficiency and effectiveness indicators. This insight underscores the balancing act between enhancing productivity and potentially undermining it, reflecting the interplay of co-creation and co-destruction in service ecosystems and calling for a more holistic socio- technical perspective.}, address = {Utah, USA}, author = {Li, Mahei and Dickhaut, Ernestine and Bruhin, Olivia and Wache, Hendrik and Weritz, Pauline}, booktitle = {Americas Conference on Information Systems (AMCIS)}, keywords = {system_development}, title = {More Than Just Efficiency: Impact of Generative AI on Developer Productivity}, year = 2024 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei %A Dickhaut, Ernestine %A Bruhin, Olivia %A Wache, Hendrik %A Weritz, Pauline %B Americas Conference on Information Systems (AMCIS) %C Utah, USA %D 2024 %T More Than Just Efficiency: Impact of Generative AI on Developer Productivity %U http://pubs.wi-kassel.de/wp-content/uploads/2024/07/JML_974.pdf %X The collaboration between genAI and humans in the field of information systems holds transformative potential echoing the co-creation ethos in digital ecosystems. GenAI's automated code generation capabilities present an opportunity for seamless cooperation with human developers. As genAI evolves, it can contribute to the generation of code with minimal human input, enabling developers to focus on higher-level conceptualization and problem-solving. The individual work changes by GenAI also have wider-reaching effects, which requires a holistic understanding of its impact. Our interview study with 15 software developers presents a shift towards a more balanced viewpoint on measuring the effects of genAI in software development environments, specifically the importance of human-centric indicators (e.g. satisfaction and wellbeing) in addition to traditional efficiency and effectiveness indicators. This insight underscores the balancing act between enhancing productivity and potentially undermining it, reflecting the interplay of co-creation and co-destruction in service ecosystems and calling for a more holistic socio- technical perspective.
Bruhin, O.; Dickhaut, E.; Elshan, E.; & Li, M. M. (2024): The Rise of Generative AI in Low Code Development Platforms – An Analysis and Future Directions. In: Hawaii International Conference on System Sciences (HICSS). Waikiki, Hawaii, USA.
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@inproceedings{ls_leimeister, abstract = {This study investigates the relationship between Generative AI (GenAI) and Low Code Development Platforms (LCDPs), providing preliminary insights into Gen's transformative potential in this context. It is based on expert interviews and provides insight into the changing landscape of LCDPs influenced by GenAI. The findings highlight the promising benefits of GenAI in LCDPs, such as increased efficiency and decreased errors, while also emphasizing the importance of human oversight and collaboration. The findings also highlight the importance of interpersonal skills in IT, even in an increasingly automated environment. While the economic efficiency and broader implications of GenAI are still being investigated, the study lays the groundwork for future research in this rapidly evolving domain.}, address = {Waikiki, Hawaii, USA}, author = {Bruhin, Olivia and Dickhaut, Ernestine and Elshan, Edona and Li, Mahei Manhai}, booktitle = {Hawaii International Conference on System Sciences (HICSS)}, keywords = {itegpub}, title = {The Rise of Generative AI in Low Code Development Platforms – An Analysis and Future Directions}, year = 2024 }
%0 Conference Paper %1 ls_leimeister %A Bruhin, Olivia %A Dickhaut, Ernestine %A Elshan, Edona %A Li, Mahei Manhai %B Hawaii International Conference on System Sciences (HICSS) %C Waikiki, Hawaii, USA %D 2024 %T The Rise of Generative AI in Low Code Development Platforms – An Analysis and Future Directions %U https://pubs.wi-kassel.de/wp-content/uploads/2024/01/JML_958.pdf %X This study investigates the relationship between Generative AI (GenAI) and Low Code Development Platforms (LCDPs), providing preliminary insights into Gen's transformative potential in this context. It is based on expert interviews and provides insight into the changing landscape of LCDPs influenced by GenAI. The findings highlight the promising benefits of GenAI in LCDPs, such as increased efficiency and decreased errors, while also emphasizing the importance of human oversight and collaboration. The findings also highlight the importance of interpersonal skills in IT, even in an increasingly automated environment. While the economic efficiency and broader implications of GenAI are still being investigated, the study lays the groundwork for future research in this rapidly evolving domain.

2023[ to top ]

Langes, B.; Peters, C.; Reinhard, P.; Li, M. M.; Hermann, S.; Katzenberger, R.; … Leimeister, J. M. (2023): Hybrid Intelligence Service Support. In: Langes, B., Peters, C., Boes, A., & Leimeister, J. M. (Eds.), Innovationen für datenbasierte Wertschöpfung. Mit internetbasierten Dienstleistungen die Zukunft der Wirtschaft gestalten (pp. 37–49). München: ISF München.
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@incollection{ls_leimeister, address = {München}, author = {Langes, Barbara and Peters, Christoph and Reinhard, Philipp and Li, Mahei Manhai and Hermann, Sophia and Katzenberger, Rebecca and Boes, Andreas and Leimeister, Jan Marco}, booktitle = {Innovationen für datenbasierte Wertschöpfung. Mit internetbasierten Dienstleistungen die Zukunft der Wirtschaft gestalten}, editor = {Langes, Barbara and Peters, Christoph and Boes, Andreas and Leimeister, Jan Marco}, keywords = {Hybride_Intelligenz}, pages = {37-49}, publisher = {ISF München}, title = {Hybrid Intelligence Service Support}, year = 2023 }
%0 Book Section %1 ls_leimeister %A Langes, Barbara %A Peters, Christoph %A Reinhard, Philipp %A Li, Mahei Manhai %A Hermann, Sophia %A Katzenberger, Rebecca %A Boes, Andreas %A Leimeister, Jan Marco %B Innovationen für datenbasierte Wertschöpfung. Mit internetbasierten Dienstleistungen die Zukunft der Wirtschaft gestalten %C München %D 2023 %E Langes, Barbara %E Peters, Christoph %E Boes, Andreas %E Leimeister, Jan Marco %I ISF München %P 37-49 %R 10.36194/ING_2023 %T Hybrid Intelligence Service Support %U https://pubs.wi-kassel.de/wp-content/uploads/2023/07/JML_941.pdf
Reinhard, P.; Li, M. M.; Dickhaut, E.; Reh, C.; Peters, C.; & Leimeister, J. M. (2023): A Conceptual Model for Labeling in Reinforcement Learning Systems: A Value Co-Creation Perspective. In: Gerber, A., & Baskerville, R. (Eds.), International Conference on Design Science Research (DESRIST). Pretoria, South Africa.
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@inproceedings{ls_leimeister, abstract = {Artificial intelligence (AI) possesses the potential to augment customer service employees e.g. via decision support or solution recommendations. Still, its underlying data for training and testing the AI systems is provided by human annotators through human-in-the-loop configurations. However, due to the high effort for annotators and lack of incentives, AI systems face low underlying data quality. That in turn results in low prediction performance and limited acceptance by the targeted user group. Faced with the enormous volume and increasing complexity of service requests, IT service management (ITSM) especially, relies on high data quality for AI systems and in-corporating domain-specific knowledge. By analyzing the existing labeling process in that specific case, we design a revised to-be process and develop a conceptual model from a value co-creation perspective. Finally, a functional prototype as an instantiation in the ITSM domain is implemented and evaluated through accuracy metrics and user evaluation. The results show that the new process increases the perceived value of both labeling quality and the perceived prediction quality. Thus, we contribute a conceptual model that supports the systematic design of efficient and interactive labeling processes in diverse applications of reinforcement learning systems.}, address = {Pretoria, South Africa}, author = {Reinhard, Philipp and Li, Mahei Manhai and Dickhaut, Ernestine and Reh, Cornelius and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {International Conference on Design Science Research (DESRIST)}, editor = {Gerber, Aurona and Baskerville, Richard}, keywords = {Interactive_labeling}, title = {A Conceptual Model for Labeling in Reinforcement Learning Systems: A Value Co-Creation Perspective}, year = 2023 }
%0 Conference Paper %1 ls_leimeister %A Reinhard, Philipp %A Li, Mahei Manhai %A Dickhaut, Ernestine %A Reh, Cornelius %A Peters, Christoph %A Leimeister, Jan Marco %B International Conference on Design Science Research (DESRIST) %C Pretoria, South Africa %D 2023 %E Gerber, Aurona %E Baskerville, Richard %T A Conceptual Model for Labeling in Reinforcement Learning Systems: A Value Co-Creation Perspective %U https://pubs.wi-kassel.de/wp-content/uploads/2023/03/JML_923.pdf %X Artificial intelligence (AI) possesses the potential to augment customer service employees e.g. via decision support or solution recommendations. Still, its underlying data for training and testing the AI systems is provided by human annotators through human-in-the-loop configurations. However, due to the high effort for annotators and lack of incentives, AI systems face low underlying data quality. That in turn results in low prediction performance and limited acceptance by the targeted user group. Faced with the enormous volume and increasing complexity of service requests, IT service management (ITSM) especially, relies on high data quality for AI systems and in-corporating domain-specific knowledge. By analyzing the existing labeling process in that specific case, we design a revised to-be process and develop a conceptual model from a value co-creation perspective. Finally, a functional prototype as an instantiation in the ITSM domain is implemented and evaluated through accuracy metrics and user evaluation. The results show that the new process increases the perceived value of both labeling quality and the perceived prediction quality. Thus, we contribute a conceptual model that supports the systematic design of efficient and interactive labeling processes in diverse applications of reinforcement learning systems.
Karst, F. S.; Li, M. M.; & Leimeister, J. M. (2023): Synthesizing Training Data with Generative Adversarial Networks: Towards the Design of a Data-Sharing Ecosystem Platform for Fraud Detection. In: International Conference on Design Science Research in Information Systems and Technology (DESRIST). Pretoria, South Africa.
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@inproceedings{ls_leimeister, abstract = {Financial fraud has a severe impact on the general population. While financial institutions have technological capabilities for fraud detection using intelligent AI systems, the delay until they have collected a sufficient size of fraudulent data to train their fraud detection models creates a costly vulnerability. One major challenge for quickly training data lies in the inability to share fraud detection training data with other financial institutions, due to data and privacy regulations. Thus, we create the concept for a data-sharing ecosystem platform that addresses data anonymity concerns by creating synthesized training data based on each institution’s fraud detection training data sets. We rely on the advantages of generative adversarial networks (GAN) to quickly construct a shared dataset for all ecosystem members. Applying design science research, this paper derives design knowledge based on financial fraud detection literature, data sharing between financial institutions, GANs and modular systems theory for the design of a plat-form architecture for data-sharing ecosystems.}, address = {Pretoria, South Africa}, author = {Karst, Fabian Sven and Li, Mahei Manhai and Leimeister, Jan Marco}, booktitle = {International Conference on Design Science Research in Information Systems and Technology (DESRIST)}, keywords = {platform}, title = {Synthesizing Training Data with Generative Adversarial Networks: Towards the Design of a Data-Sharing Ecosystem Platform for Fraud Detection}, year = 2023 }
%0 Conference Paper %1 ls_leimeister %A Karst, Fabian Sven %A Li, Mahei Manhai %A Leimeister, Jan Marco %B International Conference on Design Science Research in Information Systems and Technology (DESRIST) %C Pretoria, South Africa %D 2023 %T Synthesizing Training Data with Generative Adversarial Networks: Towards the Design of a Data-Sharing Ecosystem Platform for Fraud Detection %X Financial fraud has a severe impact on the general population. While financial institutions have technological capabilities for fraud detection using intelligent AI systems, the delay until they have collected a sufficient size of fraudulent data to train their fraud detection models creates a costly vulnerability. One major challenge for quickly training data lies in the inability to share fraud detection training data with other financial institutions, due to data and privacy regulations. Thus, we create the concept for a data-sharing ecosystem platform that addresses data anonymity concerns by creating synthesized training data based on each institution’s fraud detection training data sets. We rely on the advantages of generative adversarial networks (GAN) to quickly construct a shared dataset for all ecosystem members. Applying design science research, this paper derives design knowledge based on financial fraud detection literature, data sharing between financial institutions, GANs and modular systems theory for the design of a plat-form architecture for data-sharing ecosystems.
Reinhard, P.; Wischer, D.; Verlande, L.; Neis, N.; & Li, M. M. (2023): Towards designing an AI-based conversational agent for on-the-job training of customer support novices. In: International Conference on Design Science Research (DESRIST). Pretoria, South Africa.
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@inproceedings{ls_leimeister, abstract = {Due to the high drop-out rates in IT support desks, efficient onboarding of novices becomes a relevant and recurring challenge. Especially in the case of IT support, solving technical issues and service requests while the conversation with the customer is still ongoing imposes high demands on novice support agents. As artificial intelligence (AI) can already classify service requests and help find solutions, AIbased augmentation holds great potential for improving the onboarding phase and reducing time-to-performance. For this reason, we propose an AI-based conversational (co-)agent during the onboarding phase of customer support novices to reduce the time spent on service tasks and enable on-the-job training. Following action design research, we aim to develop an instantiation of an AI-based co-agent to reduce the job demand for the service center agent novices and augment problem-solving capabilities by considering cognitive load. The co-agent will be implemented with one development partner and evaluated with two different case partner organizations. In this research-in-progress project, we developed a low-fidelity prototype and derived a tentative architecture that allows for a generalized development of such conversational agents in customer service organizations.}, address = {Pretoria, South Africa}, author = {Reinhard, Philipp and Wischer, Dennis and Verlande, Lisa and Neis, Nicolas and Li, Mahei Manhai}, booktitle = {International Conference on Design Science Research (DESRIST)}, keywords = {itegpub}, title = {Towards designing an AI-based conversational agent for on-the-job training of customer support novices}, year = 2023 }
%0 Conference Paper %1 ls_leimeister %A Reinhard, Philipp %A Wischer, Dennis %A Verlande, Lisa %A Neis, Nicolas %A Li, Mahei Manhai %B International Conference on Design Science Research (DESRIST) %C Pretoria, South Africa %D 2023 %T Towards designing an AI-based conversational agent for on-the-job training of customer support novices %U https://pubs.wi-kassel.de/wp-content/uploads/2023/06/JML_931.pdf %X Due to the high drop-out rates in IT support desks, efficient onboarding of novices becomes a relevant and recurring challenge. Especially in the case of IT support, solving technical issues and service requests while the conversation with the customer is still ongoing imposes high demands on novice support agents. As artificial intelligence (AI) can already classify service requests and help find solutions, AIbased augmentation holds great potential for improving the onboarding phase and reducing time-to-performance. For this reason, we propose an AI-based conversational (co-)agent during the onboarding phase of customer support novices to reduce the time spent on service tasks and enable on-the-job training. Following action design research, we aim to develop an instantiation of an AI-based co-agent to reduce the job demand for the service center agent novices and augment problem-solving capabilities by considering cognitive load. The co-agent will be implemented with one development partner and evaluated with two different case partner organizations. In this research-in-progress project, we developed a low-fidelity prototype and derived a tentative architecture that allows for a generalized development of such conversational agents in customer service organizations.
Reinhard, P.; Li, M. M.; Dickhaut, E.; Peters, C.; & Leimeister, J. M. (2023): Empowering Recommender Systems in ITSM: A Pipeline Reference Model for AI-based Textual Data Quality Enrichment. In: Gerber, A., & Baskerville, R. (Eds.), International Conference on Design Science Research (DESRIST). Pretoria, South Africa.
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@inproceedings{ls_leimeister, abstract = {AI-based recommendation systems to augment working conditions in the field of IT service management (ITSM) have attracted new attention. However, many IT support organizations possess high volumes of tickets but are confronted with low quality, to which they train the underlying models of their AI systems. In particular, support tickets are documented insufficiently due to time pressure and lack of motivation. Following design science research, we design and evaluate an analytics pipeline to address the data quality issue. The pipeline can be applied to assess and extract high-quality support tickets for subsequent model training and operation. Based on a data set of 60.000 real-life support tickets from a manufacturing company, we develop the artifact, instantiate a recommender system and achieve a higher pre-diction performance in comparison to naïve enrichment methods. In terms of data management literature, we contribute to the understanding of as-sessing textual ticket data quality. By deriving a pipeline reference model, we move towards a general approach to designing machine learning-driven data quality analytics pipelines for attached recommender systems.}, address = {Pretoria, South Africa}, author = {Reinhard, Philipp and Li, Mahei Manhai and Dickhaut, Ernestine and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {International Conference on Design Science Research (DESRIST)}, editor = {Gerber, Aurona and Baskerville, Richard}, keywords = {itegpub}, title = {Empowering Recommender Systems in ITSM: A Pipeline Reference Model for AI-based Textual Data Quality Enrichment}, year = 2023 }
%0 Conference Paper %1 ls_leimeister %A Reinhard, Philipp %A Li, Mahei Manhai %A Dickhaut, Ernestine %A Peters, Christoph %A Leimeister, Jan Marco %B International Conference on Design Science Research (DESRIST) %C Pretoria, South Africa %D 2023 %E Gerber, Aurona %E Baskerville, Richard %T Empowering Recommender Systems in ITSM: A Pipeline Reference Model for AI-based Textual Data Quality Enrichment %U https://pubs.wi-kassel.de/wp-content/uploads/2023/06/JML_932.pdf %X AI-based recommendation systems to augment working conditions in the field of IT service management (ITSM) have attracted new attention. However, many IT support organizations possess high volumes of tickets but are confronted with low quality, to which they train the underlying models of their AI systems. In particular, support tickets are documented insufficiently due to time pressure and lack of motivation. Following design science research, we design and evaluate an analytics pipeline to address the data quality issue. The pipeline can be applied to assess and extract high-quality support tickets for subsequent model training and operation. Based on a data set of 60.000 real-life support tickets from a manufacturing company, we develop the artifact, instantiate a recommender system and achieve a higher pre-diction performance in comparison to naïve enrichment methods. In terms of data management literature, we contribute to the understanding of as-sessing textual ticket data quality. By deriving a pipeline reference model, we move towards a general approach to designing machine learning-driven data quality analytics pipelines for attached recommender systems.
Li, M. M.; Löfflad, D.; Reh, C.; & Oeste-Reiß, S. (2023): Towards the design of hybrid intelligence frontline service technologies – A novel human-in-the-loop configuration for human machine interactions. In: Hawaii International Conference on System Sciences (HICSS). Maui, Hawaii.
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@inproceedings{ls_leimeister, address = {Maui, Hawaii}, author = {Li, Mahei Manhai and Löfflad, Denise and Reh, Cornelius and Oeste-Reiß, Sarah}, booktitle = {Hawaii International Conference on System Sciences (HICSS)}, keywords = {itegpub}, title = {Towards the design of hybrid intelligence frontline service technologies – A novel human-in-the-loop configuration for human machine interactions}, year = 2023 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Löfflad, Denise %A Reh, Cornelius %A Oeste-Reiß, Sarah %B Hawaii International Conference on System Sciences (HICSS) %C Maui, Hawaii %D 2023 %T Towards the design of hybrid intelligence frontline service technologies – A novel human-in-the-loop configuration for human machine interactions %U https://pubs.wi-kassel.de/wp-content/uploads/2023/01/JML_913.pdf
Li, M. M.; Reinhard, P.; Oeste-Reiss, S.; Peters, C.; & Leimeister, J. M. (2023): A Value Co-Creation Perspective on Data Labeling in Hybrid Intelligence Systems: A Design Study. In: Information Systems (IS), Erscheinungsjahr/Year: 2023. p. 102311.
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@article{ls_leimeister, abstract = {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.}, author = {Li, Mahei Manhai and Reinhard, Philipp and Oeste-Reiss, Sarah and Peters, Christoph and Leimeister, Jan Marco}, journal = {Information Systems (IS)}, keywords = {IT_support}, pages = 102311, title = {A Value Co-Creation Perspective on Data Labeling in Hybrid Intelligence Systems: A Design Study}, year = 2023 }
%0 Journal Article %1 ls_leimeister %A Li, Mahei Manhai %A Reinhard, Philipp %A Oeste-Reiss, Sarah %A Peters, Christoph %A Leimeister, Jan Marco %D 2023 %J Information Systems (IS) %P 102311 %R 10.1016/j.is.2023.102311 %T A Value Co-Creation Perspective on Data Labeling in Hybrid Intelligence Systems: A Design Study %U https://doi.org/10.1016/j.is.2023.102311 %X 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.
Dickhaut, E.; Li, M. M.; & Janson, A. (2023): How Videoconferencing and its Affordances Transformed Teaching in Schools During COVID-19 Pandemic. In: Hawaii international conference on system sciences (HICSS). Maui, Hawaii.
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@inproceedings{ls_leimeister, abstract = {The COVID-19 pandemic has brought about major changes in digitization in many areas of life and professions. New areas were digitized almost overnight, the school system in Germany was no exception leading to a demand for videoconferencing tools and communication platforms. These technologies have many different functionalities that need to be discovered, explored, and exploited by the user. Given the disruptive events that the COVID pandemic brought to us, this paper aims to shed light on how the dynamics of discovery, exploration, and exploitation unfolds. We use a functional affordance theory perspective to analyze and understand how user learn to use new technologies. To do this, we conducted an exploratory case-study-based research design including interviews with teachers from various schools to analyze how they appropriate new technologies to develop an explanatory theoretical model.}, address = {Maui, Hawaii}, author = {Dickhaut, Ernestine and Li, Mahei Manhai and Janson, Andreas}, booktitle = {Hawaii international conference on system sciences (HICSS)}, keywords = {itegpub}, title = {How Videoconferencing and its Affordances Transformed Teaching in Schools During COVID-19 Pandemic}, year = 2023 }
%0 Conference Paper %1 ls_leimeister %A Dickhaut, Ernestine %A Li, Mahei Manhai %A Janson, Andreas %B Hawaii international conference on system sciences (HICSS) %C Maui, Hawaii %D 2023 %T How Videoconferencing and its Affordances Transformed Teaching in Schools During COVID-19 Pandemic %U https://pubs.wi-kassel.de/wp-content/uploads/2023/01/JML_914.pdf %X The COVID-19 pandemic has brought about major changes in digitization in many areas of life and professions. New areas were digitized almost overnight, the school system in Germany was no exception leading to a demand for videoconferencing tools and communication platforms. These technologies have many different functionalities that need to be discovered, explored, and exploited by the user. Given the disruptive events that the COVID pandemic brought to us, this paper aims to shed light on how the dynamics of discovery, exploration, and exploitation unfolds. We use a functional affordance theory perspective to analyze and understand how user learn to use new technologies. To do this, we conducted an exploratory case-study-based research design including interviews with teachers from various schools to analyze how they appropriate new technologies to develop an explanatory theoretical model.
Elshan, E.; Germann, D.; Dickhaut, E.; & Li, M. M. (2023): Faster, Cheaper, Better? Analyzing how Lowcode Developoment Platforms drive Bottom-Up Innovation. In: European Conference on Information Systems (ECIS). Kristiansand, Norway.
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@inproceedings{ls_leimeister, abstract = {Recent years have seen a growing adoption of Low Code Development Platforms (LCDPs) in organizations. The increasing affinity for technology development across all user groups, consumerization of development, and advancing digitalization are opening up a new target group for the low code movement. This change in software development allows bottom-up user innovators within a company to leverage their domain knowledge and quickly deploy much-needed digital services. However, a clear understanding of this paradigm of software development in organizations and the influence on end-user acceptance is still missing. In this paper, we present the results of an interview study conducted with 18 LCDP experts and discuss the implications of our findings, highlighting the role of LCDPs and context in bottom-up innovation as well as user-centricity. Our research contributes to the literature on LCDPs and offers valuable insights for organizations looking to leverage their workforce's innovative potential.}, address = {Kristiansand, Norway}, author = {Elshan, Edona and Germann, Dominic and Dickhaut, Ernestine and Li, Mahei Manhai}, booktitle = {European Conference on Information Systems (ECIS)}, keywords = {Citizen_Developer}, title = {Faster, Cheaper, Better? Analyzing how Lowcode Developoment Platforms drive Bottom-Up Innovation}, year = 2023 }
%0 Conference Paper %1 ls_leimeister %A Elshan, Edona %A Germann, Dominic %A Dickhaut, Ernestine %A Li, Mahei Manhai %B European Conference on Information Systems (ECIS) %C Kristiansand, Norway %D 2023 %T Faster, Cheaper, Better? Analyzing how Lowcode Developoment Platforms drive Bottom-Up Innovation %U http://pubs.wi-kassel.de/wp-content/uploads/2023/06/JML_936.pdf %X Recent years have seen a growing adoption of Low Code Development Platforms (LCDPs) in organizations. The increasing affinity for technology development across all user groups, consumerization of development, and advancing digitalization are opening up a new target group for the low code movement. This change in software development allows bottom-up user innovators within a company to leverage their domain knowledge and quickly deploy much-needed digital services. However, a clear understanding of this paradigm of software development in organizations and the influence on end-user acceptance is still missing. In this paper, we present the results of an interview study conducted with 18 LCDP experts and discuss the implications of our findings, highlighting the role of LCDPs and context in bottom-up innovation as well as user-centricity. Our research contributes to the literature on LCDPs and offers valuable insights for organizations looking to leverage their workforce's innovative potential.

2022[ to top ]

Dickhaut, E.; Li, M. M.; Janson, A.; & Leimeister, J. M. (2022): The Role of Design Patterns in the Development and Legal Assessment of Lawful Technologies. In: Electronic Markets (Electron Markets), Ausgabe/Nummer: 4, Vol. 32, Erscheinungsjahr/Year: 2022. pp. 2311–2331.
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@article{ls_leimeister, abstract = {Novel technologies such as smart personal assistants integrate digital services into everyday life. These services use personal data to offer personalized services. While they are subject to special data protection regulations at the time of development, there are few guidelines describing the transition from legal requirements to implementation. To reduce risks, services depend on external legal assessments. With developers and legal experts often missing either legal or technical knowledge, the challenge lies in bridging this gap. We observe that design patterns support both developers and legal experts, and we present an approach in which design patterns are leveraged to provide twofold value for both developers and legal experts when dealing with novel technologies. We conducted a revelatory case study for smart personal assistants and scaffolded the case interpretation through cognitive fit theory. On the basis of the findings, we develop a theoretical model to explain and predict the twofold value of design patterns to develop and assess lawful technologies.}, author = {Dickhaut, Ernestine and Li, Mahei Manhai and Janson, Andreas and Leimeister, Jan Marco}, journal = {Electronic Markets (Electron Markets)}, keywords = {itegpub}, number = 4, pages = {2311-2331}, title = {The Role of Design Patterns in the Development and Legal Assessment of Lawful Technologies}, volume = 32, year = 2022 }
%0 Journal Article %1 ls_leimeister %A Dickhaut, Ernestine %A Li, Mahei Manhai %A Janson, Andreas %A Leimeister, Jan Marco %D 2022 %J Electronic Markets (Electron Markets) %N 4 %P 2311-2331 %R 10.1007/s12525-022-00597-1 %T The Role of Design Patterns in the Development and Legal Assessment of Lawful Technologies %U https://pubs.wi-kassel.de/wp-content/uploads/2022/10/JML_895.pdf %V 32 %X Novel technologies such as smart personal assistants integrate digital services into everyday life. These services use personal data to offer personalized services. While they are subject to special data protection regulations at the time of development, there are few guidelines describing the transition from legal requirements to implementation. To reduce risks, services depend on external legal assessments. With developers and legal experts often missing either legal or technical knowledge, the challenge lies in bridging this gap. We observe that design patterns support both developers and legal experts, and we present an approach in which design patterns are leveraged to provide twofold value for both developers and legal experts when dealing with novel technologies. We conducted a revelatory case study for smart personal assistants and scaffolded the case interpretation through cognitive fit theory. On the basis of the findings, we develop a theoretical model to explain and predict the twofold value of design patterns to develop and assess lawful technologies.
Reinhard, P.; Li, M. M.; & Leimeister, J. M. (2022): Towards an Employee-Centered Design for Human-AI Collaboration: How Work Design Theory Informs the Design of AI Systems. In: Pre-ICIS Workshop on the Changing Nature of Work (SIG 11th CNoW). Copenhagen, Denmark.
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@inproceedings{ls_leimeister, abstract = {IT support is under growing pressure to ensure efficient, flexible, and scalable use of digital technologies (Kumbakara, 2008). As a result, technical support staff is affected by monotonous work and work overload (Schmidt et al., 2022). Our research aims to augment the precarious workplace of support agents with artificial intelligence (AI). To incorporate an employee-centered perspective a priori and ensure positive impacts, we propose a framework for combining work design theory (e.g. Demerouti et al., 2001) and design science theory (Peffers et al., 2007, Niehaves & Ortbach 2016). The advances in AI promise to leverage large potential in optimizing and enhancing service processes and workplaces (Huang & Rust, 2018, de Keyser, 2019). Introducing AI into service processes, imply effects on work characteristics (Larivière et al., 2017). By combining human and artificial intelligence we propose hybrid intelligence (Dellermann et al., 2019) as a suitable solution for mitigating the persistent issues of support workers and the possible negative impacts of AI. To a great extent, IS research emphasizes the implied impacts of AI use in workplaces (Verma & Singh 2022, Wang et al., 2020). As such, work design models are widely used to empirically evaluate the impacts of AI design (Sturm & Peters, 2020), but are rarely utilized to substantiate the design of AI-augmented work systems. Only Poser et al. (2022) and Zschech et al. (2021) recently applied such models. The goal of this paper is to overcome the lack of work design in design science research (DSR) for AI-based systems and to steer the development into desired socio-technological configurations. The here presented work is expected to answer : How can work design theory inform the design of AI-augmented workplaces? [RQ1] How should a hybrid intelligence system be designed to augment IT support agents’ workplaces by incorporating work design theory? [RQ2] To systematically design the integration of AI, we make use of the DSR paradigm (Peffers et al., 2007). We first interview support agents and utilize the organizing move theory of Pentland (1992) and the technical support work theory of Das (2003) to ensure relevance. Based on a review of the IS literature on work design theories, we then derive a preliminary theoretical framework (Paul & Benito, 2018) [RQ1]. The framework represents a kernel theory for the development of meta design requirements. Contributing to the second research question, we design and subsequently evaluate the augmentation based on work-related outcomes [RQ2].}, address = {Copenhagen, Denmark}, author = {Reinhard, Philipp and Li, Mahei Manhai and Leimeister, Jan Marco}, booktitle = {Pre-ICIS Workshop on the Changing Nature of Work (SIG 11th CNoW)}, keywords = {itegpub}, title = {Towards an Employee-Centered Design for Human-AI Collaboration: How Work Design Theory Informs the Design of AI Systems}, year = 2022 }
%0 Conference Paper %1 ls_leimeister %A Reinhard, Philipp %A Li, Mahei Manhai %A Leimeister, Jan Marco %B Pre-ICIS Workshop on the Changing Nature of Work (SIG 11th CNoW) %C Copenhagen, Denmark %D 2022 %T Towards an Employee-Centered Design for Human-AI Collaboration: How Work Design Theory Informs the Design of AI Systems %U https://pubs.wi-kassel.de/wp-content/uploads/2023/02/JML_921.pdf %X IT support is under growing pressure to ensure efficient, flexible, and scalable use of digital technologies (Kumbakara, 2008). As a result, technical support staff is affected by monotonous work and work overload (Schmidt et al., 2022). Our research aims to augment the precarious workplace of support agents with artificial intelligence (AI). To incorporate an employee-centered perspective a priori and ensure positive impacts, we propose a framework for combining work design theory (e.g. Demerouti et al., 2001) and design science theory (Peffers et al., 2007, Niehaves & Ortbach 2016). The advances in AI promise to leverage large potential in optimizing and enhancing service processes and workplaces (Huang & Rust, 2018, de Keyser, 2019). Introducing AI into service processes, imply effects on work characteristics (Larivière et al., 2017). By combining human and artificial intelligence we propose hybrid intelligence (Dellermann et al., 2019) as a suitable solution for mitigating the persistent issues of support workers and the possible negative impacts of AI. To a great extent, IS research emphasizes the implied impacts of AI use in workplaces (Verma & Singh 2022, Wang et al., 2020). As such, work design models are widely used to empirically evaluate the impacts of AI design (Sturm & Peters, 2020), but are rarely utilized to substantiate the design of AI-augmented work systems. Only Poser et al. (2022) and Zschech et al. (2021) recently applied such models. The goal of this paper is to overcome the lack of work design in design science research (DSR) for AI-based systems and to steer the development into desired socio-technological configurations. The here presented work is expected to answer : How can work design theory inform the design of AI-augmented workplaces? [RQ1] How should a hybrid intelligence system be designed to augment IT support agents’ workplaces by incorporating work design theory? [RQ2] To systematically design the integration of AI, we make use of the DSR paradigm (Peffers et al., 2007). We first interview support agents and utilize the organizing move theory of Pentland (1992) and the technical support work theory of Das (2003) to ensure relevance. Based on a review of the IS literature on work design theories, we then derive a preliminary theoretical framework (Paul & Benito, 2018) [RQ1]. The framework represents a kernel theory for the development of meta design requirements. Contributing to the second research question, we design and subsequently evaluate the augmentation based on work-related outcomes [RQ2].
Li, M. M.; Peters, C.; Poser, M.; Eilers, K.; & Elshan, E. (2022): ICT-enabled job crafting: How Business Unit Developers use Low-code Development Platforms to craft jobs. In: International Conference on Information Systems (ICIS). Copenhagen, Denmark.
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@inproceedings{ls_leimeister, abstract = {Recently, businesses are introducing low-code development platforms (LCDP) that enable employees with little to no development expertise to develop their own systems to improve their work. These so-called business unit developers (BUDs) possess necessary domain knowledge to understand how to use LCDPs to create useful (self-) services. Using job resource demand theory and the job crafting model, we conceptualize that BUDs use of LCDPs can be framed using the theoretical lens of job crafting. Job crafting stems from vocational psychology and provides well-researched positive consequences, such as wellbeing and meaningfulness. Thus, our research objective is to understand how BUDs can use LCDPs to job craft to gain access to positive job crafting consequences. We interviewed 17 experts across three organizations that employ an LDCP for chatbots. Our results suggest that job crafting is a suitable framework for understanding the effects of LCDP use.}, address = {Copenhagen, Denmark}, author = {Li, Mahei Manhai and Peters, Christoph and Poser, Mathis and Eilers, Karen and Elshan, Edona}, booktitle = {International Conference on Information Systems (ICIS)}, keywords = {low_code_development_platform}, title = {ICT-enabled job crafting: How Business Unit Developers use Low-code Development Platforms to craft jobs}, year = 2022 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Poser, Mathis %A Eilers, Karen %A Elshan, Edona %B International Conference on Information Systems (ICIS) %C Copenhagen, Denmark %D 2022 %T ICT-enabled job crafting: How Business Unit Developers use Low-code Development Platforms to craft jobs %U https://pubs.wi-kassel.de/wp-content/uploads/2023/01/JML_912.pdf %X Recently, businesses are introducing low-code development platforms (LCDP) that enable employees with little to no development expertise to develop their own systems to improve their work. These so-called business unit developers (BUDs) possess necessary domain knowledge to understand how to use LCDPs to create useful (self-) services. Using job resource demand theory and the job crafting model, we conceptualize that BUDs use of LCDPs can be framed using the theoretical lens of job crafting. Job crafting stems from vocational psychology and provides well-researched positive consequences, such as wellbeing and meaningfulness. Thus, our research objective is to understand how BUDs can use LCDPs to job craft to gain access to positive job crafting consequences. We interviewed 17 experts across three organizations that employ an LDCP for chatbots. Our results suggest that job crafting is a suitable framework for understanding the effects of LCDP use.
Schmidt, S.; Langes, B.; Li, M. M.; Peters, C.; Kämpf, T.; Leimeister, J. M.; & Boes, A. (2022): Mit LabTeams KI gestalten – Eine neue Methode für die menschenzentrierte Gestaltung von KI-basierten IT-Support-Services. In: Bruhn, M., & Hadwich, K. (Eds.), Smart Services (1st ed., Vol. 1, pp. 253–271). Wiesbaden: Springer Gabler.
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@incollection{ls_leimeister, abstract = {Viele Innovationen aus Forschungs- und Entwicklungsprojekten scheitern in der Praxis, da die Beteiligten nicht von Anfang an bzw. nicht ausreichend involviert werden. Um diesem Problem entgegenzuwirken, bietet sich das Anwenden der LabTeam-Methode an, die im Zuge des Forschungsprojekts HISS entwickelt und erprobt wurde. Diese adressiert das nicht ausreichende Berücksichtigen des Wandels der Arbeit und die mangelhafte Involvierung der Beteiligten. Dieser Beitrag stellt diese Methode dar und stellt handlungsweisende Richtlinien vor.}, address = {Wiesbaden}, author = {Schmidt, Simon and Langes, Barbara and Li, Mahei Manhai and Peters, Christoph and Kämpf, Tobias and Leimeister, Jan Marco and Boes, Andreas}, booktitle = {Smart Services}, edition = 1, editor = {Bruhn, Manfred and Hadwich, Karsten}, keywords = {itegpub}, pages = {253-271}, publisher = {Springer Gabler}, series = {Forum Dienstleistungsmanagement}, title = {Mit LabTeams KI gestalten – Eine neue Methode für die menschenzentrierte Gestaltung von KI-basierten IT-Support-Services}, volume = 1, year = 2022 }
%0 Book Section %1 ls_leimeister %A Schmidt, Simon %A Langes, Barbara %A Li, Mahei Manhai %A Peters, Christoph %A Kämpf, Tobias %A Leimeister, Jan Marco %A Boes, Andreas %B Smart Services %C Wiesbaden %D 2022 %E Bruhn, Manfred %E Hadwich, Karsten %I Springer Gabler %P 253-271 %R 10.1007/978-3-658-37344-3_7 %T Mit LabTeams KI gestalten – Eine neue Methode für die menschenzentrierte Gestaltung von KI-basierten IT-Support-Services %U https://link.springer.com/chapter/10.1007/978-3-658-37344-3_7 %V 1 %X Viele Innovationen aus Forschungs- und Entwicklungsprojekten scheitern in der Praxis, da die Beteiligten nicht von Anfang an bzw. nicht ausreichend involviert werden. Um diesem Problem entgegenzuwirken, bietet sich das Anwenden der LabTeam-Methode an, die im Zuge des Forschungsprojekts HISS entwickelt und erprobt wurde. Diese adressiert das nicht ausreichende Berücksichtigen des Wandels der Arbeit und die mangelhafte Involvierung der Beteiligten. Dieser Beitrag stellt diese Methode dar und stellt handlungsweisende Richtlinien vor. %7 1 %@ 978-3-658-37343-6
Akmeikina, E.; Eilers, K.; Li, M. M.; & Peters, C. (2022): Empowerment Effects in Human-machine Collaboration - A Systematic Literature Review and Directions on Hybrid Intelligence Behavior Patterns. In: Pacific Asia Conference on Information Systems (PACIS). Taipei/Sidney.
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@inproceedings{ls_leimeister, abstract = {The potentials of artificial intelligence (AI) are manifold and their discussion has gained momentum in research and practice. In the same realm, AI also raises fears among employees of being replaced by AI technologies and, therefore, shying away from using it. Generally, employees want to be empowered to do their job and seek both more responsibility, as well as make their own decisions. In this paper, we conduct a systematic literature review that investigates the current state of the literature on the potential empowering effects of AI-based human-machine behavior. We thus sorted the literature into three behavioral categories: humans shape machine behavior, machines shape human behavior, human-machine co-behavior and crossed them with psychological empowerment dimensions of significance, competence, self-determination, and influence. Our results show corresponding literature streams and provide future research directions in a field that is likely to disrupt the way we work in the future.}, address = {Taipei/Sidney}, author = {Akmeikina, Elisabeth and Eilers, Karen and Li, Mahei Manhai and Peters, Christoph}, booktitle = {Pacific Asia Conference on Information Systems (PACIS)}, keywords = {itegpub}, title = {Empowerment Effects in Human-machine Collaboration - A Systematic Literature Review and Directions on Hybrid Intelligence Behavior Patterns}, year = 2022 }
%0 Conference Paper %1 ls_leimeister %A Akmeikina, Elisabeth %A Eilers, Karen %A Li, Mahei Manhai %A Peters, Christoph %B Pacific Asia Conference on Information Systems (PACIS) %C Taipei/Sidney %D 2022 %T Empowerment Effects in Human-machine Collaboration - A Systematic Literature Review and Directions on Hybrid Intelligence Behavior Patterns %U http://pubs.wi-kassel.de/wp-content/uploads/2022/08/JML_885.pdf %X The potentials of artificial intelligence (AI) are manifold and their discussion has gained momentum in research and practice. In the same realm, AI also raises fears among employees of being replaced by AI technologies and, therefore, shying away from using it. Generally, employees want to be empowered to do their job and seek both more responsibility, as well as make their own decisions. In this paper, we conduct a systematic literature review that investigates the current state of the literature on the potential empowering effects of AI-based human-machine behavior. We thus sorted the literature into three behavioral categories: humans shape machine behavior, machines shape human behavior, human-machine co-behavior and crossed them with psychological empowerment dimensions of significance, competence, self-determination, and influence. Our results show corresponding literature streams and provide future research directions in a field that is likely to disrupt the way we work in the future.
Schmidt, S. L.; Li, M. M.; & Peters, C. (2022): Requirements for an IT Support System based on Hybrid Intelligence. In: Hawaii International Conference on System Sciences (HICSS).
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@inproceedings{ls_leimeister, abstract = {In our digital world, all companies need IT support. The IT support staff is under high pressure solving user-based issues and facing an increase of heterogeneous systems. Hybrid intelligence could solve many issues due to the combination of machine power and the individual strengths of humans. As a part of a bigger design science research project, this paper derives requirements for an IT support system based on hybrid intelligence (ISSHI). 17 requirements from the literature and 21 requirements from 24 indepth interviews with IT support managers and support-agents from three different companies have been derived. These were evaluated and refined with a second interview series of five IT support stakeholders that led to a total of 24 consolidated requirements. Finally, these requirements were used to inform a system architecture for an ISSHI. This architecture shall serve as a foundation for future research directions regarding hybrid intelligence in IT support.}, author = {Schmidt, Simon L. and Li, Mahei Manhai and Peters, Christoph}, booktitle = {Hawaii International Conference on System Sciences (HICSS)}, keywords = {itegpub}, title = {Requirements for an IT Support System based on Hybrid Intelligence}, year = 2022 }
%0 Conference Paper %1 ls_leimeister %A Schmidt, Simon L. %A Li, Mahei Manhai %A Peters, Christoph %B Hawaii International Conference on System Sciences (HICSS) %D 2022 %T Requirements for an IT Support System based on Hybrid Intelligence %U https://pubs.wi-kassel.de/wp-content/uploads/2022/01/JML_854.pdf %X In our digital world, all companies need IT support. The IT support staff is under high pressure solving user-based issues and facing an increase of heterogeneous systems. Hybrid intelligence could solve many issues due to the combination of machine power and the individual strengths of humans. As a part of a bigger design science research project, this paper derives requirements for an IT support system based on hybrid intelligence (ISSHI). 17 requirements from the literature and 21 requirements from 24 indepth interviews with IT support managers and support-agents from three different companies have been derived. These were evaluated and refined with a second interview series of five IT support stakeholders that led to a total of 24 consolidated requirements. Finally, these requirements were used to inform a system architecture for an ISSHI. This architecture shall serve as a foundation for future research directions regarding hybrid intelligence in IT support.
DIN; DKE; Dickhaut, E.; Li, M. M.; Peters, C.; & many other authors [see chapter 11] (2022): German Standardization Roadmap on Artificial Intelligence (Wahlster, W., & Winterhalter, C., Eds.) (2nd ed.).
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@book{ls_leimeister, abstract = {On behalf of the German Federal Ministry of Economic Affairs and Climate Action, DIN and DKE started work on the second edition of the German Standardization Roadmap Artificial Intelligence in January 2022. With the broad participation and involvement of more than 570 experts from industry, science, the public sector and civil society, the strategic Roadmap for AI standardization was thus further developed. This work was coordinated and accompanied by a high-level coordination group for AI standardization and conformity The standardization roadmap implements a measure of the German government’s AI Strategy and thus makes a significant contribution to “AI – Made in Germany”. Standardization is part of the AI Strategy and is a strategic instrument for strengthening the innovation and competitiveness of the German and European economies. Not least for this reason, standardization plays a special role in the planned European legal framework for AI, the Artificial Intelligence Act. This Standardization Roadmap AI identifies the requirements in standardization, formulates concrete recommendations and thus creates the basis for initiating standardization work at national level, and especially at European and international level, at an early stage. In doing so, the Roadmap makes a significant contribution to the European Commission’s Artificial Intelligence Act, supporting its implementation. The Standardization Roadmap AI focuses on nine key topics, which are addressed in Chapter 4: → The Roadmap begins with the basic topics, such as terminologies and definitions, classifications and ethical issues. They are the basis for AI discussions and are thus the central core of the Roadmap. → The security/safety of AI systems plays a crucial role in widespread use of AI solutions. Only a more in-depth consideration of requirements for operational safety and information security, for example, can enable the comprehensive use of AI systems in business and society. → Another key topic, and the basis for the broad market success of AI, is testing and certification. This requires reliable quality criteria and reproducible test methods that can be used to verify the properties of AI systems. They are a key prerequisite for assessing the quality of AI-based applications and contribute significantly to explainability and traceability – two factors that build trust and acceptance. → Another challenge in the use of AI, especially for small and medium-sized enterprises, is the integration of AI technologies in organizations. The focus here is on sociotechnical aspects such as human-technology interaction, humane work design, and requirements for business structures and processes, which are all examined in the Roadmap. → The fields of application of AI are extremely diverse. AI technologies are used in almost all business and application areas and offer great potential. To cover a broad spectrum of applications, the Roadmap considers industry-specific challenges for the following five sectors in particular, in addition to the cross-cutting issues mentioned above: Industrial Automation, Mobility, Medicine, Financial Services and Energy / Environment. The present Roadmap outlines the work and discussion results for all nine key topics and provides a comprehensive overview of the status quo, requirements, and needs for action.}, author = {DIN and DKE and Dickhaut, Ernestine and Li, Mahei Manhai and Peters, Christoph and many other authors [see chapter 11]}, edition = 2, editor = {Wahlster, Wolfgang and Winterhalter, Christoph}, keywords = {itegpub}, title = {German Standardization Roadmap on Artificial Intelligence}, year = 2022 }
%0 Book %1 ls_leimeister %A DIN, %A DKE, %A Dickhaut, Ernestine %A Li, Mahei Manhai %A Peters, Christoph %A many other authors [see chapter 11], %D 2022 %E Wahlster, Wolfgang %E Winterhalter, Christoph %T German Standardization Roadmap on Artificial Intelligence %U https://din.de/go/roadmap-ai %X On behalf of the German Federal Ministry of Economic Affairs and Climate Action, DIN and DKE started work on the second edition of the German Standardization Roadmap Artificial Intelligence in January 2022. With the broad participation and involvement of more than 570 experts from industry, science, the public sector and civil society, the strategic Roadmap for AI standardization was thus further developed. This work was coordinated and accompanied by a high-level coordination group for AI standardization and conformity The standardization roadmap implements a measure of the German government’s AI Strategy and thus makes a significant contribution to “AI – Made in Germany”. Standardization is part of the AI Strategy and is a strategic instrument for strengthening the innovation and competitiveness of the German and European economies. Not least for this reason, standardization plays a special role in the planned European legal framework for AI, the Artificial Intelligence Act. This Standardization Roadmap AI identifies the requirements in standardization, formulates concrete recommendations and thus creates the basis for initiating standardization work at national level, and especially at European and international level, at an early stage. In doing so, the Roadmap makes a significant contribution to the European Commission’s Artificial Intelligence Act, supporting its implementation. The Standardization Roadmap AI focuses on nine key topics, which are addressed in Chapter 4: → The Roadmap begins with the basic topics, such as terminologies and definitions, classifications and ethical issues. They are the basis for AI discussions and are thus the central core of the Roadmap. → The security/safety of AI systems plays a crucial role in widespread use of AI solutions. Only a more in-depth consideration of requirements for operational safety and information security, for example, can enable the comprehensive use of AI systems in business and society. → Another key topic, and the basis for the broad market success of AI, is testing and certification. This requires reliable quality criteria and reproducible test methods that can be used to verify the properties of AI systems. They are a key prerequisite for assessing the quality of AI-based applications and contribute significantly to explainability and traceability – two factors that build trust and acceptance. → Another challenge in the use of AI, especially for small and medium-sized enterprises, is the integration of AI technologies in organizations. The focus here is on sociotechnical aspects such as human-technology interaction, humane work design, and requirements for business structures and processes, which are all examined in the Roadmap. → The fields of application of AI are extremely diverse. AI technologies are used in almost all business and application areas and offer great potential. To cover a broad spectrum of applications, the Roadmap considers industry-specific challenges for the following five sectors in particular, in addition to the cross-cutting issues mentioned above: Industrial Automation, Mobility, Medicine, Financial Services and Energy / Environment. The present Roadmap outlines the work and discussion results for all nine key topics and provides a comprehensive overview of the status quo, requirements, and needs for action. %7 2
Li, M. M. (2022): Theorizing a Service Structure - A Hypergraph-based Modeling Approach and Applications. (Press, U. K., Ed.).
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@phdthesis{li2022theorizing, author = {Li, Mahei Manhai}, editor = {Press, University Kassel}, keywords = {itegpub}, title = {Theorizing a Service Structure - A Hypergraph-based Modeling Approach and Applications}, year = 2022 }
%0 Thesis %1 li2022theorizing %A Li, Mahei Manhai %D 2022 %E Press, University Kassel %T Theorizing a Service Structure - A Hypergraph-based Modeling Approach and Applications

2021[ to top ]

Eilers, K.; & Li, M. (2021): Sense of Control for Empowerment in Hybrid Intelligence Service Systems. In: International Conference on Information Systems (ICIS). Workshop: Service and Information Systems Research for a Better Future. Austin, Texas, USA.
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@inproceedings{ls_leimeister, address = {Austin, Texas, USA}, author = {Eilers, Karen and Li, Mahei}, booktitle = {International Conference on Information Systems (ICIS). Workshop: Service and Information Systems Research for a Better Future}, keywords = {itegpub}, title = {Sense of Control for Empowerment in Hybrid Intelligence Service Systems}, year = 2021 }
%0 Conference Paper %1 ls_leimeister %A Eilers, Karen %A Li, Mahei %B International Conference on Information Systems (ICIS). Workshop: Service and Information Systems Research for a Better Future %C Austin, Texas, USA %D 2021 %T Sense of Control for Empowerment in Hybrid Intelligence Service Systems
Schmidt, S. L.; Li, M. M.; Peters, C.; & Leimeister, J. M. (2021): Nutzungszentrierte Gestaltung von HI-basierten Dienstleistungen am Beispiel des IT-Supports. In: Bruhn, M., & Hadwich, K. (Eds.), Künstliche Intelligenz im Dienstleistungsmanagement (Vol. Geschäftsmodelle – Serviceinnovationen – Implementierung). Springer Gabler.
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@incollection{ls_leimeister, abstract = {Die Verbindung von menschlicher und künstlicher Intelligenz, die wir hybride Intelligenz (HI) nennen, soll Mitarbeitende im IT-Support entlasten und unterstützen. In diesem Beitrag gestalten wir nutzungszentriert eine HI-basierte Dienstleistung am Beispiel des IT-Supports. Wir beginnen mit einer Problemidentifizierung am Beispiel von drei unterschiedlich groß aufgestellten Unternehmen. Basierend auf diesen identifizierten Herausforderungen des IT-Supports wurden die Interaktionen während der Dienstleistungserbringung zwischen allen Beteiligten (Mitarbeitende, Kund:innen und System) nutzungszentriert neu gestaltet.}, author = {Schmidt, Simon L. and Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {Künstliche Intelligenz im Dienstleistungsmanagement}, editor = {Bruhn, Manfred and Hadwich, Karsten}, keywords = {itegpub}, month = {08}, publisher = {Springer Gabler}, title = {Nutzungszentrierte Gestaltung von HI-basierten Dienstleistungen am Beispiel des IT-Supports}, volume = {Geschäftsmodelle – Serviceinnovationen – Implementierung}, year = 2021 }
%0 Book Section %1 ls_leimeister %A Schmidt, Simon L. %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %B Künstliche Intelligenz im Dienstleistungsmanagement %D 2021 %E Bruhn, Manfred %E Hadwich, Karsten %I Springer Gabler %T Nutzungszentrierte Gestaltung von HI-basierten Dienstleistungen am Beispiel des IT-Supports %V Geschäftsmodelle – Serviceinnovationen – Implementierung %X Die Verbindung von menschlicher und künstlicher Intelligenz, die wir hybride Intelligenz (HI) nennen, soll Mitarbeitende im IT-Support entlasten und unterstützen. In diesem Beitrag gestalten wir nutzungszentriert eine HI-basierte Dienstleistung am Beispiel des IT-Supports. Wir beginnen mit einer Problemidentifizierung am Beispiel von drei unterschiedlich groß aufgestellten Unternehmen. Basierend auf diesen identifizierten Herausforderungen des IT-Supports wurden die Interaktionen während der Dienstleistungserbringung zwischen allen Beteiligten (Mitarbeitende, Kund:innen und System) nutzungszentriert neu gestaltet. %@ 978-3-658-34324-8
Peters, C.; Schmidt, S.; Li, M.; & Leimeister, J. M. (2021): Hybrid intelligenter Service Support: Wie die Mitarbeitenden selbstbestimmt den IT-Support durch künstliche Intelligenz aufwerten. In: Service Today, Ausgabe/Nummer: 1/21, Vol. 35, Erscheinungsjahr/Year: 2021. pp. 66–67.
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@article{ls_leimeister, author = {Peters, Christoph and Schmidt, Simon and Li, Mahei and Leimeister, Jan Marco}, editor = {e.V. (KVD), Kundendienst-Verband Deutschland}, journal = {Service Today}, keywords = {itegpub}, month = {02}, number = {1/21}, pages = {66-67}, title = {Hybrid intelligenter Service Support: Wie die Mitarbeitenden selbstbestimmt den IT-Support durch künstliche Intelligenz aufwerten}, volume = 35, year = 2021 }
%0 Journal Article %1 ls_leimeister %A Peters, Christoph %A Schmidt, Simon %A Li, Mahei %A Leimeister, Jan Marco %D 2021 %E e.V. (KVD), Kundendienst-Verband Deutschland %J Service Today %N 1/21 %P 66-67 %T Hybrid intelligenter Service Support: Wie die Mitarbeitenden selbstbestimmt den IT-Support durch künstliche Intelligenz aufwerten %U http://pubs.wi-kassel.de/wp-content/uploads/2021/03/JML_816.pdf %V 35
Schmidt, S. L.; Li, M. M.; Weigel, S.; & Peters, C. (2021): Knowledge is Power: Provide your IT-Support with Domain-Specific High-Quality Solution Material. In: International Conference on Design Science Research in Information Systems and Technology (DESRIST). Springer.
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@inproceedings{ls_leimeister, abstract = {As more and more business processes are based on IT services the high availability of these processes is dependent on the IT-Support. Thus, making the IT-Support a critical success factor of companies. This paper presents how this department can be supported by providing the staff with domain-specific and high-quality solution material to help employees faster when errors occur. The solution material is based on previously solved tickets because these contain precise domain-specific solutions narrowed down to e.g., specific versions and configurations of hard-/software used in the company. To retrieve the solution material ontologies are used that contain the domain-specific vocabulary needed. Because not all previously solved tickets contain high-quality solution material that helps the staff to fix issues the designed IT-Support system separates lowfrom high-quality solution material. This paper presents (a) theory- and practicalmotivated design requirements that describe the need for automatically retrieved solution material, (b) develops two major design principles to retrieve domainspecific and high-quality solution material, and (c) evaluates the instantiations of them as a prototype with organic real-world data. The results show that previously solved tickets of a company can be pre-processed and retrieved to ITSupport staff based on their current queries.}, author = {Schmidt, Simon L. and Li, Mahei Manhai and Weigel, Sascha and Peters, Christoph}, booktitle = {International Conference on Design Science Research in Information Systems and Technology (DESRIST)}, keywords = {ontology}, month = {08}, publisher = {Springer}, title = {Knowledge is Power: Provide your IT-Support with Domain-Specific High-Quality Solution Material}, year = 2021 }
%0 Conference Paper %1 ls_leimeister %A Schmidt, Simon L. %A Li, Mahei Manhai %A Weigel, Sascha %A Peters, Christoph %B International Conference on Design Science Research in Information Systems and Technology (DESRIST) %D 2021 %I Springer %T Knowledge is Power: Provide your IT-Support with Domain-Specific High-Quality Solution Material %U https://pubs.wi-kassel.de/wp-content/uploads/2022/01/JML_855.pdf %X As more and more business processes are based on IT services the high availability of these processes is dependent on the IT-Support. Thus, making the IT-Support a critical success factor of companies. This paper presents how this department can be supported by providing the staff with domain-specific and high-quality solution material to help employees faster when errors occur. The solution material is based on previously solved tickets because these contain precise domain-specific solutions narrowed down to e.g., specific versions and configurations of hard-/software used in the company. To retrieve the solution material ontologies are used that contain the domain-specific vocabulary needed. Because not all previously solved tickets contain high-quality solution material that helps the staff to fix issues the designed IT-Support system separates lowfrom high-quality solution material. This paper presents (a) theory- and practicalmotivated design requirements that describe the need for automatically retrieved solution material, (b) develops two major design principles to retrieve domainspecific and high-quality solution material, and (c) evaluates the instantiations of them as a prototype with organic real-world data. The results show that previously solved tickets of a company can be pre-processed and retrieved to ITSupport staff based on their current queries.
Dickhaut, E.; Li, M. M.; Janson, A.; & Leimeister, J. M. (2021): Developing Lawful Technologies – A Revelatory Case Study on Design Patterns. In: Hawaii International Conference on System Sciences (HICSS).
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@inproceedings{ls_leimeister, abstract = {Higher legal standards regarding the data protection of individuals, such as the European General Data Protection Regulation, increase the pressure on developing lawful systems. In the development of technologies, not only developers are involved. It also requires knowledge from other stakeholders, such as legal experts, that lack technical knowledge but are required to understand IT artifacts. We see two strings that can benefit from the use of design patterns: first, the well-known use of design patterns to support developers in case of recurring problems. Second, we see potential that legal experts, who have to interact with and understand complicated, novel technologies, benefit from the same patterns. We conduct a revelatory case study using design patterns to develop and assess a smart learning assistant. We scaffolded the case interpretation through the human-centered view of socio-materiality and provide contributions concerning the use of design patterns in the development and assessment of lawful technologies.}, author = {Dickhaut, Ernestine and Li, Mahei Manhai and Janson, Andreas and Leimeister, Jan Marco}, booktitle = {Hawaii International Conference on System Sciences (HICSS)}, keywords = {itegpub}, title = {Developing Lawful Technologies – A Revelatory Case Study on Design Patterns}, year = 2021 }
%0 Conference Paper %1 ls_leimeister %A Dickhaut, Ernestine %A Li, Mahei Manhai %A Janson, Andreas %A Leimeister, Jan Marco %B Hawaii International Conference on System Sciences (HICSS) %D 2021 %T Developing Lawful Technologies – A Revelatory Case Study on Design Patterns %U http://pubs.wi-kassel.de/wp-content/uploads/2021/01/JML_804.pdf %X Higher legal standards regarding the data protection of individuals, such as the European General Data Protection Regulation, increase the pressure on developing lawful systems. In the development of technologies, not only developers are involved. It also requires knowledge from other stakeholders, such as legal experts, that lack technical knowledge but are required to understand IT artifacts. We see two strings that can benefit from the use of design patterns: first, the well-known use of design patterns to support developers in case of recurring problems. Second, we see potential that legal experts, who have to interact with and understand complicated, novel technologies, benefit from the same patterns. We conduct a revelatory case study using design patterns to develop and assess a smart learning assistant. We scaffolded the case interpretation through the human-centered view of socio-materiality and provide contributions concerning the use of design patterns in the development and assessment of lawful technologies.

2020[ to top ]

Li, M. M.; Bronner, E.; Peters, C.; & Leimeister, J. M. (2020): Künstliche Intelligenz und menschliche Kompetenz zur Automatisierung und Personalisierung von Dienstleistungen am Beispiel des Support. In: Bruhn, M., & Hadwich, K. (Eds.), Automatisierung und Personalisierung von Dienstleistungen. Wiesbaden, Deutschland: Springer Gabler.
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@incollection{ls_leimeister, abstract = {Der Beitrag beleuchtet Möglichkeiten, wie der zunehmenden Komplexität digitaler Dienstleistungen und den einhergehenden Herausforderungen für den IT-Support mithilfe von künstlicher Intelligenz, begegnet werden kann, um personalisiert Nutzerprobleme durch das Automatisierungspotenzial von Chatbots, lösen zu können. Der Beitrag stellt somit die Grundlagen dar, um theoriegeleitet ein Support-System zu entwickeln, das klassischen Support mit Crowdsupport kombiniert und um einem Chatbot ergänzt. Es werden Potenziale aufgezeigt die Effizienz und Qualität im IT-Support zu erhöhen, IT-Mitarbeitende zu entlasten sowie Mitarbeitenden in die Support-Struktur miteinzubeziehen.}, address = {Wiesbaden, Deutschland}, author = {Li, Mahei Manhei and Bronner, Esther and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {Automatisierung und Personalisierung von Dienstleistungen}, editor = {Bruhn, Manfred and Hadwich, Karsten}, keywords = {itegpub}, publisher = {Springer Gabler}, title = {Künstliche Intelligenz und menschliche Kompetenz zur Automatisierung und Personalisierung von Dienstleistungen am Beispiel des Support}, year = 2020 }
%0 Book Section %1 ls_leimeister %A Li, Mahei Manhei %A Bronner, Esther %A Peters, Christoph %A Leimeister, Jan Marco %B Automatisierung und Personalisierung von Dienstleistungen %C Wiesbaden, Deutschland %D 2020 %E Bruhn, Manfred %E Hadwich, Karsten %I Springer Gabler %R https://doi.org/10.1007/978-3-658-30168-2_9 %T Künstliche Intelligenz und menschliche Kompetenz zur Automatisierung und Personalisierung von Dienstleistungen am Beispiel des Support %X Der Beitrag beleuchtet Möglichkeiten, wie der zunehmenden Komplexität digitaler Dienstleistungen und den einhergehenden Herausforderungen für den IT-Support mithilfe von künstlicher Intelligenz, begegnet werden kann, um personalisiert Nutzerprobleme durch das Automatisierungspotenzial von Chatbots, lösen zu können. Der Beitrag stellt somit die Grundlagen dar, um theoriegeleitet ein Support-System zu entwickeln, das klassischen Support mit Crowdsupport kombiniert und um einem Chatbot ergänzt. Es werden Potenziale aufgezeigt die Effizienz und Qualität im IT-Support zu erhöhen, IT-Mitarbeitende zu entlasten sowie Mitarbeitenden in die Support-Struktur miteinzubeziehen. %@ 978-3-658-30167-5
Li, M. M.; Peters, C.; & Leimeister, J. M. (2020): Moving towards a Non-Dyadic View on Service Systems and its Operationalization – Applying the Hypergraph-based Service System Model. In: Hawaii International Conference on System Sciences (HICSS).
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@inproceedings{ls_leimeister, abstract = {In today’s VUCA world, that is characterized by high volatility, uncertainty, complexity and ambiguity, service provisioning is required to realize flexible and adaptable reconfiguration of service delivery systems and its stakeholders’ resources. However, services are often embedded in greater service systems and the context information of both customer and service provider form both its boundary conditions the suitable solution service. To capture the complexity and leverage the dynamic of service systems, we propose the formal service system model (SSM) method. Following general systems theory, we define boundaries for service delivery and show SSM’s applicability for ad-hoc service operations. We show its usefulness for structuring a service system for service operations, specifically scheduling, planning, and pricing of service provisioning. We contribute to service systems engineering by applying one generalizable mathematical model for both structuring and operationalizing service systems and provide insights in-to capturing the complex relationships of its components}, author = {Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, journal = {Hawaii International Conference on System Sciences (HICSS)}, keywords = {non-dyadic}, title = {Moving towards a Non-Dyadic View on Service Systems and its Operationalization – Applying the Hypergraph-based Service System Model}, year = 2020 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %D 2020 %J Hawaii International Conference on System Sciences (HICSS) %R 10.24251/HICSS.2020.197 %T Moving towards a Non-Dyadic View on Service Systems and its Operationalization – Applying the Hypergraph-based Service System Model %U http://pubs.wi-kassel.de/wp-content/uploads/2020/03/JML_771.pdf %X In today’s VUCA world, that is characterized by high volatility, uncertainty, complexity and ambiguity, service provisioning is required to realize flexible and adaptable reconfiguration of service delivery systems and its stakeholders’ resources. However, services are often embedded in greater service systems and the context information of both customer and service provider form both its boundary conditions the suitable solution service. To capture the complexity and leverage the dynamic of service systems, we propose the formal service system model (SSM) method. Following general systems theory, we define boundaries for service delivery and show SSM’s applicability for ad-hoc service operations. We show its usefulness for structuring a service system for service operations, specifically scheduling, planning, and pricing of service provisioning. We contribute to service systems engineering by applying one generalizable mathematical model for both structuring and operationalizing service systems and provide insights in-to capturing the complex relationships of its components %@ 978-0-9981331-3-3
Grotherr, C.; Li, M.; Schymanietz, M.; Fritzsche, A.; Semmann, M.; Peters, C.; … Möslein, K. M. (2020): Gestaltungsdimensionen der Digitalisierung – Wie Dienstleistungssysteme den Wandel antreiben und welche Faktoren eine Rolle spielen. In: Dienstleistungsinnovationen durch Digitalisierung (pp. 277–325). Berlin/Heidelberg, Germany: Springer Gabler.
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@incollection{ls_leimeister, abstract = {In Zeiten der Digitalisierung nimmt Informationstechnologie eine Schlüsselrolle im Modernisierungsprozess von Unternehmen ein. Zugleich bringt die Softwareeinführung das Risiko mit sich, den intendierten Nutzen nicht zu realisieren. Durch eine Dienstleistungssystem-Perspektive erscheint die Einbindung der Nutzer in die Softwareeinführung ein vielversprechender Ansatz. Das Ziel des Projektes ExTEND – Engineering von Dienstleistungssystemen für nutzergenerierte Dienstleistungen ist es daher, Nutzer in die Softwareeinführung nach dem Leitbild „Dienstleistungen von Nutzern für Nutzer“ zu befähigen, aktiv einen Beitrag zu der Gestaltung der Arbeitsumgebung zu leisten. Hieraus resultieren IT-gestützte Servicebausteine, in denen Nutzer sich gegenseitige Hilfestellungen geben und Handlungsalternativen in der Softwareeinführung aufzeigen. Durch ein Pilotierungsvorgehen werden die Servicebausteine in drei Anwendungsfeldern entwickelt und pilotiert. Hieraus resultiert evidenzbasiertes Gestaltungswissen für die Entwicklung von nutzergenerierten Dienstleistungen. Darüber hinaus wird ein Mehrebenenmodell für die Gestaltung von Dienstleistungssystemen vorgestellt, welches die Entwicklung von Dienstleistungssystemen unterstützt und über traditionelle Ansätze des Service Engineerings hinausgeht.}, address = {Berlin/Heidelberg, Germany}, author = {Grotherr, Christian and Li, Mahei and Schymanietz, Martin and Fritzsche, Albrecht and Semmann, Martin and Peters, Christoph and Böhmann, Tilo and Leimeister, Jan Marco and Möslein, Kathrin M.}, booktitle = {Dienstleistungsinnovationen durch Digitalisierung}, keywords = {itegpub}, month = 10, pages = {277-325}, publisher = {Springer Gabler}, title = {Gestaltungsdimensionen der Digitalisierung – Wie Dienstleistungssysteme den Wandel antreiben und welche Faktoren eine Rolle spielen}, year = 2020 }
%0 Book Section %1 ls_leimeister %A Grotherr, Christian %A Li, Mahei %A Schymanietz, Martin %A Fritzsche, Albrecht %A Semmann, Martin %A Peters, Christoph %A Böhmann, Tilo %A Leimeister, Jan Marco %A Möslein, Kathrin M. %B Dienstleistungsinnovationen durch Digitalisierung %C Berlin/Heidelberg, Germany %D 2020 %I Springer Gabler %P 277-325 %R 10.1007/978-3-662-62144-8_6 %T Gestaltungsdimensionen der Digitalisierung – Wie Dienstleistungssysteme den Wandel antreiben und welche Faktoren eine Rolle spielen %U https://doi.org/10.1007/978-3-662-62144-8_6 %X In Zeiten der Digitalisierung nimmt Informationstechnologie eine Schlüsselrolle im Modernisierungsprozess von Unternehmen ein. Zugleich bringt die Softwareeinführung das Risiko mit sich, den intendierten Nutzen nicht zu realisieren. Durch eine Dienstleistungssystem-Perspektive erscheint die Einbindung der Nutzer in die Softwareeinführung ein vielversprechender Ansatz. Das Ziel des Projektes ExTEND – Engineering von Dienstleistungssystemen für nutzergenerierte Dienstleistungen ist es daher, Nutzer in die Softwareeinführung nach dem Leitbild „Dienstleistungen von Nutzern für Nutzer“ zu befähigen, aktiv einen Beitrag zu der Gestaltung der Arbeitsumgebung zu leisten. Hieraus resultieren IT-gestützte Servicebausteine, in denen Nutzer sich gegenseitige Hilfestellungen geben und Handlungsalternativen in der Softwareeinführung aufzeigen. Durch ein Pilotierungsvorgehen werden die Servicebausteine in drei Anwendungsfeldern entwickelt und pilotiert. Hieraus resultiert evidenzbasiertes Gestaltungswissen für die Entwicklung von nutzergenerierten Dienstleistungen. Darüber hinaus wird ein Mehrebenenmodell für die Gestaltung von Dienstleistungssystemen vorgestellt, welches die Entwicklung von Dienstleistungssystemen unterstützt und über traditionelle Ansätze des Service Engineerings hinausgeht. %@ 978-3-662-62143-1

2019[ to top ]

Agarwal, N.; Bästlein, M.; Böhmann, T.; Ernst, S.-J.; Fritzsche, A.; Grotherr, C.; … Ziegler, D. (2019): Nutzergenerierte Dienstleistungssysteme zur digitalen Transformation von Organisationen. In: Digivation. Springer.
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@incollection{ls_leimeister, author = {Agarwal, Nivedita and Bästlein, Moritz and Böhmann, Tilo and Ernst, Sissy-Josefina and Fritzsche, Albrecht and Grotherr, Christian and Hoffmann, Holger and Klemm, Pablo and Leimeister, Jan Marco and Li, Mahei M. and Möslein, Kathrin M. and Peters, Christoph and Sarpong, Benjamin and Saxe, Sebastian and Schmidt, Thorsten and Schymanietz, Martin and Wurfbaum, Moritz S. and Semmann, Martin and Ziegler, Dirk}, booktitle = {Digivation}, keywords = {pub_ser}, publisher = {Springer}, title = {Nutzergenerierte Dienstleistungssysteme zur digitalen Transformation von Organisationen}, year = 2019 }
%0 Book Section %1 ls_leimeister %A Agarwal, Nivedita %A Bästlein, Moritz %A Böhmann, Tilo %A Ernst, Sissy-Josefina %A Fritzsche, Albrecht %A Grotherr, Christian %A Hoffmann, Holger %A Klemm, Pablo %A Leimeister, Jan Marco %A Li, Mahei M. %A Möslein, Kathrin M. %A Peters, Christoph %A Sarpong, Benjamin %A Saxe, Sebastian %A Schmidt, Thorsten %A Schymanietz, Martin %A Wurfbaum, Moritz S. %A Semmann, Martin %A Ziegler, Dirk %B Digivation %D 2019 %I Springer %T Nutzergenerierte Dienstleistungssysteme zur digitalen Transformation von Organisationen %U https://link.springer.com/chapter/10.1007/978-3-662-59517-6_15
Li, M. M.; Peters, C.; & Leimeister, J. M. (2019): Linking Strategy and Operations using a Service Business Model – a hypergraph theory-based approach. In: International Research Symposium on Advancing Service Research and Practice (QUIS). Karlstad, Sweden.
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@inproceedings{ls_leimeister, abstract = {Business models (BM) have become increasingly important and versatile abstract tools to describe businesses on both, a strategic, as well as operational level (Wirtz et al. 2015). These BMs are used to understand what a business does to remain competitive, strategically (Johnson et al. 2008). Existing research (Johnson et al. 2008; Wirtz et al. 2015) identified the importance of BMs for the success of businesses. Also, practice revealed that financially successful companies ascertain twice the level of importance than less successful companies (IBM, 2007). A BM is a conceptual and structural implementation of a business strategy and the foundation of business processes (Osterwalder and Pigneur, 2002). BMs include a strategy, input factors, processes, with an underlying financial model to ensure the profitability. In recent years BMs have become synonymous with entire companies. Literature shows a heterogeneous abstraction of BMs, sometimes referring to BMs as business unit or products (Wirtz et al. 2015). Service systems literature shows similar structures, with service systems referring to exchanges on an individual level, among business units or entire ecosystems (Chandler and Lusch 2015). We propose that a service systems perspective can systematically model businesses and capture its inherent complexities (Peters et al. 2015). The service business model (SBM) includes (1) the value proposition, which is the firm’s offering to the customer; (2) the value creation and delivery mechanisms, reflecting the value chain; (3) value capture and analysis of the BM and its constituent elements to understand how the firm generates profit. Our model, thus, captures the holistic characteristic of BM, while retaining the detailed information on how the business is constructed. Businesses are confronted with a complex, digitalized world, in which important service innovations are continuously emerging, which need to be designed and linked to the BM of a company, thus addressing the strategy to execution gap (Kaplan and Norton 2009). Typical BM tools, such as the business model canvas (Osterwalder et al. 2005), only provide a descriptive framework for structuring businesses, missing the interrelations of its BM elements. This is important for operational decision makers, who implement new service innovations. In sum, without a SBM that relates the high level strategic information to the detailed operations perspective, BMs only reflect half the picture. Hence, we develop a hypergraph theory-based underlying model for businesses to understand how the business works both from a strategic perspective, as well as from a detailed operational perspective. Our SBM makes value creation visible, relying on a systems perspective linking multi-dimensional input factors with set of activities and actors and thus capturing value proposition, value creation and delivery and value capture mechanisms (Li & Peters 2018). Attached table shows an overview of our SBM, which relies on a formally model (Li et al. 2018). It represents a base structure of businesses and can be used for operational purposes too (e.g.: scheduling, planning and cost analyses) and thus enables a high level strategic perspective to be integrated into the operational perspective, bridging the gap between strategy and execution for successful businesses.}, address = {Karlstad, Sweden}, author = {Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {International Research Symposium on Advancing Service Research and Practice (QUIS)}, keywords = {itegpub}, title = {Linking Strategy and Operations using a Service Business Model – a hypergraph theory-based approach}, year = 2019 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %B International Research Symposium on Advancing Service Research and Practice (QUIS) %C Karlstad, Sweden %D 2019 %T Linking Strategy and Operations using a Service Business Model – a hypergraph theory-based approach %U http://pubs.wi-kassel.de/wp-content/uploads/2019/06/JML_729.pdf %X Business models (BM) have become increasingly important and versatile abstract tools to describe businesses on both, a strategic, as well as operational level (Wirtz et al. 2015). These BMs are used to understand what a business does to remain competitive, strategically (Johnson et al. 2008). Existing research (Johnson et al. 2008; Wirtz et al. 2015) identified the importance of BMs for the success of businesses. Also, practice revealed that financially successful companies ascertain twice the level of importance than less successful companies (IBM, 2007). A BM is a conceptual and structural implementation of a business strategy and the foundation of business processes (Osterwalder and Pigneur, 2002). BMs include a strategy, input factors, processes, with an underlying financial model to ensure the profitability. In recent years BMs have become synonymous with entire companies. Literature shows a heterogeneous abstraction of BMs, sometimes referring to BMs as business unit or products (Wirtz et al. 2015). Service systems literature shows similar structures, with service systems referring to exchanges on an individual level, among business units or entire ecosystems (Chandler and Lusch 2015). We propose that a service systems perspective can systematically model businesses and capture its inherent complexities (Peters et al. 2015). The service business model (SBM) includes (1) the value proposition, which is the firm’s offering to the customer; (2) the value creation and delivery mechanisms, reflecting the value chain; (3) value capture and analysis of the BM and its constituent elements to understand how the firm generates profit. Our model, thus, captures the holistic characteristic of BM, while retaining the detailed information on how the business is constructed. Businesses are confronted with a complex, digitalized world, in which important service innovations are continuously emerging, which need to be designed and linked to the BM of a company, thus addressing the strategy to execution gap (Kaplan and Norton 2009). Typical BM tools, such as the business model canvas (Osterwalder et al. 2005), only provide a descriptive framework for structuring businesses, missing the interrelations of its BM elements. This is important for operational decision makers, who implement new service innovations. In sum, without a SBM that relates the high level strategic information to the detailed operations perspective, BMs only reflect half the picture. Hence, we develop a hypergraph theory-based underlying model for businesses to understand how the business works both from a strategic perspective, as well as from a detailed operational perspective. Our SBM makes value creation visible, relying on a systems perspective linking multi-dimensional input factors with set of activities and actors and thus capturing value proposition, value creation and delivery and value capture mechanisms (Li & Peters 2018). Attached table shows an overview of our SBM, which relies on a formally model (Li et al. 2018). It represents a base structure of businesses and can be used for operational purposes too (e.g.: scheduling, planning and cost analyses) and thus enables a high level strategic perspective to be integrated into the operational perspective, bridging the gap between strategy and execution for successful businesses.
Li, M. M.; Peters, C.; & Leimeister, J. M. (2019): Developing a Production Structure Model using Service-Dominant Logic – A hypergraph-based Modeling Approach. In: INFORMS International Conference on Service Science (ICSS).
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@inproceedings{ls_leimeister, abstract = {To make a fundamental shift towards value orientation, manufacturing companies strategically move to integrate services into their portfolio. While manufacturing firms rely on production information systems as the backbone of their operations, these systems are based on product structure models (e.g., bill of materials). This poses a problem because services do not adhere to the goods-dominant perspective of product structures. To solve this divide, this paper proposes an integrative mathematical model for both production systems and service systems. This model draws upon concepts of service-dominant logic and is based on hypergraph theory. To illustrate that the production structure model includes both product structures and process structures, we further demonstrate that the production structure model can be transformed into either. Therefore, our theoretical contribution lies in introducing a structural model for production systems that is compatible with structures of a service system model. For practice, this model enables the development of production information systems that can plan and control products, services and hybrids.}, author = {Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {INFORMS International Conference on Service Science (ICSS)}, keywords = {itegpub}, title = {Developing a Production Structure Model using Service-Dominant Logic – A hypergraph-based Modeling Approach}, year = 2019 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %B INFORMS International Conference on Service Science (ICSS) %D 2019 %T Developing a Production Structure Model using Service-Dominant Logic – A hypergraph-based Modeling Approach %U http://pubs.wi-kassel.de/wp-content/uploads/2019/08/JML_742.pdf %X To make a fundamental shift towards value orientation, manufacturing companies strategically move to integrate services into their portfolio. While manufacturing firms rely on production information systems as the backbone of their operations, these systems are based on product structure models (e.g., bill of materials). This poses a problem because services do not adhere to the goods-dominant perspective of product structures. To solve this divide, this paper proposes an integrative mathematical model for both production systems and service systems. This model draws upon concepts of service-dominant logic and is based on hypergraph theory. To illustrate that the production structure model includes both product structures and process structures, we further demonstrate that the production structure model can be transformed into either. Therefore, our theoretical contribution lies in introducing a structural model for production systems that is compatible with structures of a service system model. For practice, this model enables the development of production information systems that can plan and control products, services and hybrids.
Li, M. M.; & Peters, C. (2019): From Service Systems Engineering to Service Innovation - A Modeling Approach. In: European Conference on Information Systems (ECIS).
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@inproceedings{ls_leimeister, abstract = {Due to the advent of digitization, service innovation has become even more important for both business and service research alike. Current service systems engineering approaches have employed a recombinant perspective that follows innovation mechanisms to leverage existing company resources for new service innovations. Employing these innovation mechanisms is still challenging, since there is little support on how to structure and identify these mechanisms. We propose a model-based service system engineering approach to structure existing resources into one formal model, enabling the formalization of service innovation mechanisms. The formalized service innovation mechanisms allow for a graphical illustration and enable future research to apply functions to analyze how innovation impacts entire or specific parts of service systems. Furthermore, the mathematical model enables an object-oriented value-driven perspective on service systems and is basis for graphical software tools. We contribute to literature by formalizing service innovations and its mechanisms in the context of service systems and by combining concepts of service innovation and service systems engineering. We do so by a) formalizing service innovation mechanisms and b) demonstrating the application of formal service innovations along one specific software implementation case. For practice, the service system model can with simulating the effects of service innovations.}, author = {Li, Mahei Manhai and Peters, Christoph}, booktitle = {European Conference on Information Systems (ECIS)}, keywords = {service_innovation}, title = {From Service Systems Engineering to Service Innovation - A Modeling Approach}, year = 2019 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %B European Conference on Information Systems (ECIS) %D 2019 %T From Service Systems Engineering to Service Innovation - A Modeling Approach %U https://aisel.aisnet.org/ecis2019_rp/174/ %X Due to the advent of digitization, service innovation has become even more important for both business and service research alike. Current service systems engineering approaches have employed a recombinant perspective that follows innovation mechanisms to leverage existing company resources for new service innovations. Employing these innovation mechanisms is still challenging, since there is little support on how to structure and identify these mechanisms. We propose a model-based service system engineering approach to structure existing resources into one formal model, enabling the formalization of service innovation mechanisms. The formalized service innovation mechanisms allow for a graphical illustration and enable future research to apply functions to analyze how innovation impacts entire or specific parts of service systems. Furthermore, the mathematical model enables an object-oriented value-driven perspective on service systems and is basis for graphical software tools. We contribute to literature by formalizing service innovations and its mechanisms in the context of service systems and by combining concepts of service innovation and service systems engineering. We do so by a) formalizing service innovation mechanisms and b) demonstrating the application of formal service innovations along one specific software implementation case. For practice, the service system model can with simulating the effects of service innovations.
Li, M. M.; Müller, J.; Ernst, S.-J.; & Peters, C. (2019): Take the Wheel - Technology-driven Change in the Energy Sector. In: International Conference on Information Systems (ICIS).
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@inproceedings{ls_leimeister, author = {Li, Mahei Manhai and Müller, Jennifer and Ernst, Sissy-Josefina and Peters, Christoph}, booktitle = {International Conference on Information Systems (ICIS)}, keywords = {pub_ser}, title = {Take the Wheel - Technology-driven Change in the Energy Sector}, year = 2019 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Müller, Jennifer %A Ernst, Sissy-Josefina %A Peters, Christoph %B International Conference on Information Systems (ICIS) %D 2019 %T Take the Wheel - Technology-driven Change in the Energy Sector %U https://aisel.aisnet.org/icis2019/learning_environ/learning_environ/1/
Li, M. M.; Peters, C.; Leimeister, J. M.; & Zierau, N. (2019): Digitale Servicesysteme. In: Gassman, O., & Sutter, P. (Eds.), Digitale Transformation gestalten - Geschäftsmodelle, Erfolgsfaktoren, Checklisten (Zweite., pp. 33–41). München: Carl Hanser Verlag GmbH & Co. KG.
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@incollection{ls_leimeister, address = {München}, author = {Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco and Zierau, Naim}, booktitle = {Digitale Transformation gestalten - Geschäftsmodelle, Erfolgsfaktoren, Checklisten}, edition = {Zweite}, editor = {Gassman, Oliver and Sutter, Philipp}, keywords = {itegpub}, pages = {33-41}, publisher = {Carl Hanser Verlag GmbH & Co. KG}, title = {Digitale Servicesysteme}, year = 2019 }
%0 Book Section %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %A Zierau, Naim %B Digitale Transformation gestalten - Geschäftsmodelle, Erfolgsfaktoren, Checklisten %C München %D 2019 %E Gassman, Oliver %E Sutter, Philipp %I Carl Hanser Verlag GmbH & Co. KG %P 33-41 %T Digitale Servicesysteme %7 Zweite %@ 978-3-446-45868-0
Industrie Norm 33453, D.(DIN SPEC 33453) Development of digital service systems. Entwicklung digitaler Dienstleistungssysteme. (2019). Beuth publishing DIN.
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@standard{ls_leimeister, author = {Industrie Norm 33453, Deutsche}, keywords = {itegpub}, publisher = {Beuth publishing DIN}, title = {(DIN SPEC 33453) Development of digital service systems. Entwicklung digitaler Dienstleistungssysteme}, year = 2019 }
%0 Generic %1 ls_leimeister %A Industrie Norm 33453, Deutsche %D 2019 %I Beuth publishing DIN %T (DIN SPEC 33453) Development of digital service systems. Entwicklung digitaler Dienstleistungssysteme %U https://www.beuth.de/de/technische-regel/din-spec-33453/310511528

2018[ to top ]

Li, M. M. (2018): A service system modelling approach. In: International Conference on Exporing Service Science (IESS).
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@inproceedings{ls_leimeister, author = {Li, Mahei Manhai}, booktitle = {International Conference on Exporing Service Science (IESS)}, keywords = {itegpub}, month = {09}, title = {A service system modelling approach}, year = 2018 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %B International Conference on Exporing Service Science (IESS) %D 2018 %T A service system modelling approach
Li, M. M.; Peters, C.; & Leimeister, J. M. (2018): Dynamic Solutions in Service Systems. In: AIS SIG SVC Pre-ICIS Workshop (Pre-ICIS).
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@inproceedings{ls_leimeister, abstract = {With the rapidly increasing number and complexity of service demands, service providers need to become even more flexible and faster. To accommodate this, the service system needs to dynamically reconfigure its required resourced based on the context of both service providers and the customer. The resulting chosen service system configuration is called a dynamic solution. Our research question is therefore as follow: How can we implement the characteristic of dynamic solutions based on the service system model (SSM)? We demonstrate our model using a real-life citizen-based produce delivery service. We contribute by being able to quantify service system configurations and compare different configurations dynamically. Keywords: Service operations, operationalizing}, author = {Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {AIS SIG SVC Pre-ICIS Workshop (Pre-ICIS)}, keywords = {Service_Systems_Engineering}, title = {Dynamic Solutions in Service Systems}, year = 2018 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %B AIS SIG SVC Pre-ICIS Workshop (Pre-ICIS) %D 2018 %T Dynamic Solutions in Service Systems %X With the rapidly increasing number and complexity of service demands, service providers need to become even more flexible and faster. To accommodate this, the service system needs to dynamically reconfigure its required resourced based on the context of both service providers and the customer. The resulting chosen service system configuration is called a dynamic solution. Our research question is therefore as follow: How can we implement the characteristic of dynamic solutions based on the service system model (SSM)? We demonstrate our model using a real-life citizen-based produce delivery service. We contribute by being able to quantify service system configurations and compare different configurations dynamically. Keywords: Service operations, operationalizing
Li, M. M.; Peters, C.; Ernst, S.-J.; & Leimeister, J. M. (2018): Towards Bridging the Gap between Business Model Innovation and Practice Using Hypergraph-based Modeling. In: INFORMS International Conference on Service Science (ICSS).
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@inproceedings{ls_leimeister, author = {Li, Mahei Manhai and Peters, Christoph and Ernst, Sissy-Josefina and Leimeister, Jan Marco}, booktitle = {INFORMS International Conference on Service Science (ICSS)}, keywords = {pub_ser}, title = {Towards Bridging the Gap between Business Model Innovation and Practice Using Hypergraph-based Modeling}, year = 2018 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Ernst, Sissy-Josefina %A Leimeister, Jan Marco %B INFORMS International Conference on Service Science (ICSS) %D 2018 %T Towards Bridging the Gap between Business Model Innovation and Practice Using Hypergraph-based Modeling %U http://pubs.wi-kassel.de/wp-content/uploads/2019/01/JML_723.pdf
Li, M. M.; Peters, C.; & Leimeister, J. M. (2018): A Hypergraph-based Modeling Approach for Service Systems. In: INFORMS International Conference on Service Science (ICSS).
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@inproceedings{ls_leimeister, abstract = {Currently, research on service science has emerged as its own discipline, where service systems are its basic unit of analysis. However, without a clearly defined modeling approach for service systems, analyzing a service system is challenging. We therefore propose a conceptual hypergraph-based modeling approach, which can be used to model services for both traditional goods-dominant businesses, as well as service-businesses. We define key elements of a service system while drawing upon hypergraph theory and present three modeling properties which are required to model a service systems graph (SSG). The focus of SSGs is to describe the relationships between the various resources, actors and activities, thus configuring a service system. It provides the foundation for computer graphic simulations and database applications of service business structure for future research.}, author = {Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {INFORMS International Conference on Service Science (ICSS)}, keywords = {itegpub}, title = {A Hypergraph-based Modeling Approach for Service Systems}, year = 2018 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %B INFORMS International Conference on Service Science (ICSS) %D 2018 %T A Hypergraph-based Modeling Approach for Service Systems %U http://pubs.wi-kassel.de/wp-content/uploads/2019/01/JML_721.pdf %X Currently, research on service science has emerged as its own discipline, where service systems are its basic unit of analysis. However, without a clearly defined modeling approach for service systems, analyzing a service system is challenging. We therefore propose a conceptual hypergraph-based modeling approach, which can be used to model services for both traditional goods-dominant businesses, as well as service-businesses. We define key elements of a service system while drawing upon hypergraph theory and present three modeling properties which are required to model a service systems graph (SSG). The focus of SSGs is to describe the relationships between the various resources, actors and activities, thus configuring a service system. It provides the foundation for computer graphic simulations and database applications of service business structure for future research.
Billert, M. S.; Li, M. M.; Persch, J. M.; Peters, C.; & Leimeister, J. M. (2018): Dienstleistungssysteme im Smart City Kontext: Herausforderungen, Anwendungsfälle und Lösungskonzepte. In: Arnold, C., & Knödler, H. (Eds.), Die informatisierte Service-Ökonomie (Vol. 1, pp. 297–308). Wiesbaden, Hessen: Springer Gabler.
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@incollection{ls_leimeister, address = {Wiesbaden, Hessen}, author = {Billert, Matthias Simon and Li, Mahei Manhai and Persch, Jan Martin and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {Die informatisierte Service-Ökonomie}, editor = {Arnold, Christian and Knödler, Hermann}, keywords = {Dienstleistungssystem}, pages = {297-308}, publisher = {Springer Gabler}, title = {Dienstleistungssysteme im Smart City Kontext: Herausforderungen, Anwendungsfälle und Lösungskonzepte}, volume = 1, year = 2018 }
%0 Book Section %1 ls_leimeister %A Billert, Matthias Simon %A Li, Mahei Manhai %A Persch, Jan Martin %A Peters, Christoph %A Leimeister, Jan Marco %B Die informatisierte Service-Ökonomie %C Wiesbaden, Hessen %D 2018 %E Arnold, Christian %E Knödler, Hermann %I Springer Gabler %P 297-308 %R 10.1007/978-3-658-21528-6 %T Dienstleistungssysteme im Smart City Kontext: Herausforderungen, Anwendungsfälle und Lösungskonzepte %U https://doi.org/10.1007/978-3-658-21528-6_14 %V 1 %@ 978-3-658-21528-6
Li, M. M.; & Peters, C. (2018): Reconceptualizing Service Systems – Introducing Service System Graphs. In: International Conference on Information Systems (ICIS).
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- [ EndNote ]
- [ URL ]
@inproceedings{ls_leimeister, abstract = {Currently, research on service science has emerged as its own discipline, where service systems are its basic unit of analysis. However, without a clearly defined modeling approach for service systems, analyzing a service system is challenging. We therefore propose a conceptual hypergraph-based modeling approach, which can be used to model services for both traditional goods-dominant businesses, as well as service-businesses. We define key elements of a service system while drawing upon hypergraph theory and present three modeling properties which are required to model a service systems graph (SSG). The focus of SSGs is to describe the relationships between the various resources, actors and activities, thus configuring a service system. It provides the foundation for computer graphic simulations and database applications of service business structure for future research.}, author = {Li, Mahei Manhai and Peters, Christoph}, booktitle = {International Conference on Information Systems (ICIS)}, keywords = {itegpub}, month = 12, title = {Reconceptualizing Service Systems – Introducing Service System Graphs}, year = 2018 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %B International Conference on Information Systems (ICIS) %D 2018 %T Reconceptualizing Service Systems – Introducing Service System Graphs %U http://pubs.wi-kassel.de/wp-content/uploads/2019/01/JML_720.pdf %X Currently, research on service science has emerged as its own discipline, where service systems are its basic unit of analysis. However, without a clearly defined modeling approach for service systems, analyzing a service system is challenging. We therefore propose a conceptual hypergraph-based modeling approach, which can be used to model services for both traditional goods-dominant businesses, as well as service-businesses. We define key elements of a service system while drawing upon hypergraph theory and present three modeling properties which are required to model a service systems graph (SSG). The focus of SSGs is to describe the relationships between the various resources, actors and activities, thus configuring a service system. It provides the foundation for computer graphic simulations and database applications of service business structure for future research.
Dellermann, D.; Lipusch, N.; & Li, M. (2018): Combining Humans and Machine Learning: A Novel Approach for Evaluating Crowdsourcing Contributions in Idea Contests. In: Multikonferenz Wirtschaftsinformatik (MKWI).
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@inproceedings{ls_leimeister, abstract = {The creative potential from innovative contributions of the crowd constitutes some critical challenges. The quantity of contributions and the resource demands to identify valuable ideas is high and remains challenging for firms that apply open innovation initiatives. To solve these problems, research on algorithmic approaches proved to be a valuable way by identifying metrics to distinguish between high and low-quality ideas. However, such filtering approaches always risk missing promising ideas by classifying good ideas as bad ones. In response, organizations have turned to the crowd to not just for generating ideas but also to evaluate them to filter high quality contributions. However, such crowd-based filtering approaches tend to perform poorly in practice as they make unrealistic demands on the crowd. We, therefore, conduct a design science research project to provide prescriptive knowledge on how to combine machine learning techniques with crowd evaluation to adaptively assign humans to ideas.}, author = {Dellermann, Dominik and Lipusch, Nikolaus and Li, Mahei}, booktitle = {Multikonferenz Wirtschaftsinformatik (MKWI)}, keywords = {itegpub}, title = {Combining Humans and Machine Learning: A Novel Approach for Evaluating Crowdsourcing Contributions in Idea Contests}, year = 2018 }
%0 Conference Paper %1 ls_leimeister %A Dellermann, Dominik %A Lipusch, Nikolaus %A Li, Mahei %B Multikonferenz Wirtschaftsinformatik (MKWI) %D 2018 %T Combining Humans and Machine Learning: A Novel Approach for Evaluating Crowdsourcing Contributions in Idea Contests %U http://pubs.wi-kassel.de/wp-content/uploads/2018/03/JML_679.pdf %X The creative potential from innovative contributions of the crowd constitutes some critical challenges. The quantity of contributions and the resource demands to identify valuable ideas is high and remains challenging for firms that apply open innovation initiatives. To solve these problems, research on algorithmic approaches proved to be a valuable way by identifying metrics to distinguish between high and low-quality ideas. However, such filtering approaches always risk missing promising ideas by classifying good ideas as bad ones. In response, organizations have turned to the crowd to not just for generating ideas but also to evaluate them to filter high quality contributions. However, such crowd-based filtering approaches tend to perform poorly in practice as they make unrealistic demands on the crowd. We, therefore, conduct a design science research project to provide prescriptive knowledge on how to combine machine learning techniques with crowd evaluation to adaptively assign humans to ideas.
Li, M. M.; Billert, M. S.; Dellermann, D.; Peters, C.; & Leimeister, J. M. (2018): Einführung von Crowd-Based Support Dienstleistungen zur Verbesserung der Softwareeinführung. In: Meyer, K., Klingner, S., & Zinke, C. (Eds.), Service Engineering (pp. 133–149). Wiesbaden, Germany: Springer Fachmedien.
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- [ EndNote ]
- [ URL ]
@incollection{ls_leimeister, address = {Wiesbaden, Germany}, author = {Li, Mahei Manhai and Billert, Matthias Simon and Dellermann, Dominik and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {Service Engineering}, editor = {Meyer, Kyrill and Klingner, Stephan and Zinke, Christian}, keywords = {itegpub}, pages = {133-149}, publisher = {Springer Fachmedien}, title = {Einführung von Crowd-Based Support Dienstleistungen zur Verbesserung der Softwareeinführung}, year = 2018 }
%0 Book Section %1 ls_leimeister %A Li, Mahei Manhai %A Billert, Matthias Simon %A Dellermann, Dominik %A Peters, Christoph %A Leimeister, Jan Marco %B Service Engineering %C Wiesbaden, Germany %D 2018 %E Meyer, Kyrill %E Klingner, Stephan %E Zinke, Christian %I Springer Fachmedien %P 133-149 %R 10.1007/978-3-658-20905-6_9 %T Einführung von Crowd-Based Support Dienstleistungen zur Verbesserung der Softwareeinführung %U https://www.springer.com/us/book/9783658209049 %@ 978-3-658-20905-6

2017[ to top ]

Li, M. M.; Peters, C.; & Leimeister, J. M. (2017): Designing a peer-based support system to support shakedown. In: International Conference on Information Systems (ICIS). Seoul, South Korea.
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@inproceedings{ls_leimeister, address = {Seoul, South Korea}, author = {Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {International Conference on Information Systems (ICIS)}, keywords = {itegpub}, title = {Designing a peer-based support system to support shakedown}, year = 2017 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %B International Conference on Information Systems (ICIS) %C Seoul, South Korea %D 2017 %T Designing a peer-based support system to support shakedown %U http://pubs.wi-kassel.de/wp-content/uploads/2017/12/JML_670.pdf
Mrass, V.; Li, M. M.; & Peters, C. (2017): Towards a taxonomy of digital work. In: European Conference on Information Systems (ECIS). Guimarães, Portugal.
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@inproceedings{ls_leimeister, address = {Guimarães, Portugal}, author = {Mrass, Volkmar and Li, Mahei Manhai and Peters, Christoph}, booktitle = {European Conference on Information Systems (ECIS)}, keywords = {itegpub}, title = {Towards a taxonomy of digital work}, year = 2017 }
%0 Conference Paper %1 ls_leimeister %A Mrass, Volkmar %A Li, Mahei Manhai %A Peters, Christoph %B European Conference on Information Systems (ECIS) %C Guimarães, Portugal %D 2017 %T Towards a taxonomy of digital work %U http://pubs.wi-kassel.de/wp-content/uploads/2017/10/JML_633.pdf
Kogga, D.; Krawietz, N.; Cevik, F.; Brandau, S.; & Li, M. M. (2017): Design Prinzipien für Microlearning Crowdsourcing-Systeme - Konzept für audiovisuelle Mediengestaltung. In: Leimeister, J. M., & Brenner, W. (Eds.), 13th International Conference on Wirtschaftsinformatik (WI). St. Gallen, Switzerland.
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@inproceedings{ls_leimeister, address = {St. Gallen, Switzerland}, author = {Kogga, Damian and Krawietz, Nicole and Cevik, Fatih and Brandau, Sven and Li, Mahei Manhai}, booktitle = {13th International Conference on Wirtschaftsinformatik (WI)}, editor = {Leimeister, Jan Marco and Brenner, Walter}, keywords = {itegpub}, title = {Design Prinzipien für Microlearning Crowdsourcing-Systeme - Konzept für audiovisuelle Mediengestaltung}, year = 2017 }
%0 Conference Paper %1 ls_leimeister %A Kogga, Damian %A Krawietz, Nicole %A Cevik, Fatih %A Brandau, Sven %A Li, Mahei Manhai %B 13th International Conference on Wirtschaftsinformatik (WI) %C St. Gallen, Switzerland %D 2017 %E Leimeister, Jan Marco %E Brenner, Walter %T Design Prinzipien für Microlearning Crowdsourcing-Systeme - Konzept für audiovisuelle Mediengestaltung %U http://pubs.wi-kassel.de/wp-content/uploads/2017/02/JML_605.pdf

2016[ to top ]

Li, M. M.; Peters, C.; & Leimeister, J. M. (2016): Digitale Service-Systeme. In: Gassmann, O., & Sutter, P. (Eds.), Digitale Transformation im Unternehmen gestalten (pp. 29–38). München: Carl Hanser Verlag.
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- [ URL ]
@incollection{ls_leimeister, address = {München}, author = {Li, Mahei Manhai and Peters, Christoph and Leimeister, Jan Marco}, booktitle = {Digitale Transformation im Unternehmen gestalten}, editor = {Gassmann, Oliver and Sutter, Philipp}, keywords = {itegpub}, pages = {29-38}, publisher = {Carl Hanser Verlag}, title = {Digitale Service-Systeme}, year = 2016 }
%0 Book Section %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %A Leimeister, Jan Marco %B Digitale Transformation im Unternehmen gestalten %C München %D 2016 %E Gassmann, Oliver %E Sutter, Philipp %I Carl Hanser Verlag %P 29-38 %T Digitale Service-Systeme %U http://pubs.wi-kassel.de/wp-content/uploads/2016/11/JML_589.pdf
Li, M. M.; & Peters, C. (2016): Mastering Shakedown Through The User: The Need for User-Generated Services In Techno Change. In: European Conference on Information Systems (ECIS). Istanbul, Turkey.
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@inproceedings{ls_leimeister, address = {Istanbul, Turkey}, author = {Li, Mahei Manhai and Peters, Christoph}, booktitle = {European Conference on Information Systems (ECIS)}, keywords = {technochange}, title = {Mastering Shakedown Through The User: The Need for User-Generated Services In Techno Change}, year = 2016 }
%0 Conference Paper %1 ls_leimeister %A Li, Mahei Manhai %A Peters, Christoph %B European Conference on Information Systems (ECIS) %C Istanbul, Turkey %D 2016 %T Mastering Shakedown Through The User: The Need for User-Generated Services In Techno Change %U http://pubs.wi-kassel.de/wp-content/uploads/2016/07/JML_556.pdf
Ernst, S.-J.; Janson, A.; Li, M.; Peters, C.; & Söllner, M. (2016): IT-Kulturkonflikttheorie und ihre Bedeutung für erfolgreiches Service Systems Engineering - Fallstudie eines Einführungsprojektes für mobile Lernanwendungen in China. In: Multikonferenz Wirtschaftsinformatik (MKWI). Ilmenau.
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@inproceedings{ls_leimeister, address = {Ilmenau}, author = {Ernst, Sissy-Josefina and Janson, Andreas and Li, Mahei and Peters, Christoph and Söllner, Matthias}, booktitle = {Multikonferenz Wirtschaftsinformatik (MKWI)}, keywords = {pub_ser}, title = {IT-Kulturkonflikttheorie und ihre Bedeutung für erfolgreiches Service Systems Engineering - Fallstudie eines Einführungsprojektes für mobile Lernanwendungen in China}, year = 2016 }
%0 Conference Paper %1 ls_leimeister %A Ernst, Sissy-Josefina %A Janson, Andreas %A Li, Mahei %A Peters, Christoph %A Söllner, Matthias %B Multikonferenz Wirtschaftsinformatik (MKWI) %C Ilmenau %D 2016 %T IT-Kulturkonflikttheorie und ihre Bedeutung für erfolgreiches Service Systems Engineering - Fallstudie eines Einführungsprojektes für mobile Lernanwendungen in China %U http://pubs.wi-kassel.de/wp-content/uploads/2016/07/JML_554.pdf

2013[ to top ]

Gaß, O.; Mädche, A.; Biegel, H.; & Li, M. (2013): Designing an Artifact for the Integration of Ubiquitous Information Systems in an Enterprise Context. In: Design Science Research in Information Systems and Technology (DESRIST). Helsinki, Finland.
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@inproceedings{ls_leimeister, address = {Helsinki, Finland}, author = {Gaß, Oliver and Mädche, Alexander and Biegel, Harald and Li, Mahei}, booktitle = {Design Science Research in Information Systems and Technology (DESRIST)}, keywords = {pub_mli}, title = {Designing an Artifact for the Integration of Ubiquitous Information Systems in an Enterprise Context}, year = 2013 }
%0 Conference Paper %1 ls_leimeister %A Gaß, Oliver %A Mädche, Alexander %A Biegel, Harald %A Li, Mahei %B Design Science Research in Information Systems and Technology (DESRIST) %C Helsinki, Finland %D 2013 %T Designing an Artifact for the Integration of Ubiquitous Information Systems in an Enterprise Context

Dr. rer. pol. Ma­hei Li

Research group leader

Resume

Awards

Publications

Dr. rer. pol. Mahei Li