App stores like Google Play and Apple AppStore have over 3 million apps covering nearly every kind of software and service. Billions of users regularly download, use, and review these apps. Recent studies have shown that reviews written by the users represent a rich source of information for the app vendors and the developers, as they include information about bugs, ideas for new features, or documentation of released features. The majority of the reviews, however, is rather non-informative just praising the app and repeating to the star ratings in words. This paper introduces several probabilistic techniques to classify app reviews into four types: bug reports, feature requests, user experiences, and text ratings. For this, we use review metadata such as the star rating and the tense, as well as, text classification, natural language processing, and sentiment analysis techniques. We conducted a series of experiments to compare the accuracy of the techniques and compared them with simple string matching. We found that metadata alone results in a poor classification accuracy. When combined with simple text classification and natural language preprocessing of the text--particularly with bigrams and lemmatization--the classification precision for all review types got up to 88---92 % and the recall up to 90---99 %. Multiple binary classifiers outperformed single multiclass classifiers. Our results inspired the design of a review analytics tool, which should help app vendors and developers deal with the large amount of reviews, filter critical reviews, and assign them to the appropriate stakeholders. We describe the tool main features and summarize nine interviews with practitioners on how review analytics tools including ours could be used in practice.

On the Automatic Classification of App Reviews.

This article explores a service-dominant (S-D) logic, service-ecosystems approach to studying value cocreation and the (re)formation of service systems. We outline the central premises of S-D logic and elaborate the concept of a service ecosystem to propose a framework that focuses on resource integration as a central means for connecting people and technology within and among service systems. This ecosystems view emphasizes the social factors that influence, and are influenced by, service-for-service exchange. We draw on systems theory and a structurational model of technology to underscore the importance of networks of actors, as well as institutions---e.g., rules, social norms---as critical components of service systems. We argue that this service-ecosystems framework provides a robust and dynamic approach for studying resource integration, value cocreation, and the (re)formation of service systems, and provides important insights for systematically innovating service.

Value cocreation and service systems (Re)formation: A service ecosystems view

This paper presents a metamodel that addresses service system analysis and design based on an operational view of service that traverses and integrates three essential layers: service activities, service systems, and value constellations. The metamodel's service-in-operation perspective and underlying premises diverge from a view of service systems as systems of economic exchange that has appeared a number of times in the journal Service Science.

In addition to the metamodel itself, this paper's contributions include an explanation of eight premises on which it is based plus clarifications concerning concepts such as service, service system, customer, product/service, coproduction and cocreation of value, actor role, resources, symmetrical treatment of automated and nonautomated service systems, and the relationship between service-dominant logic and service systems. Many articles have discussed these topics individually; few, if any, have tied them together using an integrated metamodel.

Metamodel for service analysis and design based on an operational view of service and service systems

Crowdsourcing has gained much attention in practice over the last years. Numerous companies have drawn on this concept for performing different tasks and value creation activities. Nevertheless, despite its popularity, there is still comparatively little well-founded knowledge on crowdsourcing, particularly with regard to crowdsourcing intermediaries. Crowdsourcing intermediaries play a key role in crowdsourcing initiatives as they assure the connection between the crowdsourcing companies and the crowd. However, the issue of how crowdsourcing intermediaries manage crowdsourcing initiatives and the associated challenges has not been addresses by research yet. We address these issues by conducting a case study with a German start-up crowdsourcing intermediary called testCloud that offers software testing services for companies intending to partly or fully outsource their testing activities to a certain crowd. The case study shows that testCloud faces three main challenges, these are: managing the process, managing the crowd and managing the technology. For each dimension, we outline mechanisms that testCloud applies for facing the challenges associated with crowdsourcing projects.

Managing Crowdsourced Software Testing: A Case Study Based Insight on the Challenges of a Crowdsourcing Intermediary

The working standard of shared office spaces has evolved in recent years. Due to the ongoing COVID-19 pandemic, many companies have instituted work from home (WFH) policies in accordance with public health guidelines in order to increase social distancing and decrease the spread of COVID-19. As the pandemic and WFH-related policies have continued for more than a year, there has been a rise in people becoming accustomed to the remote environments; however, others are more enthusiastic about returning to in-person work environments, reflecting the desire to restore pre-pandemic environments. As working from home is related to transportation issues such as changing commuting patterns and decreased congestion, motorized trips, and emission, there is a need to explore the extent of public attitudes on this important issue. This study used unique open-source survey data that provides substantial information on this topic. Using an advanced categorical data analysis method known as cluster correspondence analysis, this study identified several key findings. Not having prior WFH experiences, being eager to interact with colleagues, difficulties with adapting to virtual meeting technologies, and challenges with self-discipline while WFH were strongly associated with individuals who refused to continuously WFH at all after the pandemic. Individuals holding a strong view against the seriousness of the COVID-19 pandemic were also largely associated with never choosing WFH during and after the pandemic. For individuals with some prior WFH experiences, the transition to WFH every day in response to the outbreak was much easier, compared to those without prior experiences. Moreover, being forced to WFH during the COVID-19 pandemic positively influences the choice of WFH after the pandemic. The findings of this study will be beneficial to help policymakers and sustainable city planners understand public opinions about WFH. 

https://doi.org/10.1016/j.cstp.2022.04.002

Work from home in the post-COVID world

Far-reaching digitalization affords significantly more opportunities for engaging actors and mobilizing resources in service systems. By leveraging these capabilities, digitally enabled service systems can facilitate user-generated services. Traditional service engineering approaches provide for such service systems. This paper presents and discusses the evaluation of a field-based design science research project for designing an engagement platform that facilitates the co-creation of user-generated services. This study reports contributions to the design knowledge of such an engagement platform and their consequences for engagement activities. Based on the evaluation, we propose design propositions for such an engagement platform from a sociotechnical perspective.

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Engaging Users to Co-Create - Implications for Service Systems Design by Evaluating an Engagement Platform

Organizations invest huge portions of their budget in IT with the goal to realize benefits as improving work practice and establishing new processes. To achieve this goal, users are engaged throughout projects by various methods and approaches. Nevertheless, after the completion of a project, users lack power and opportunities to further realize benefits and thus assuring the overall success of a project. To close this gap, we present the concept of an engagement platform that empowers users collectively to induce change initiatives that enhances the realization of benefits in the post-project phase. By doing so, benefits management practices undergo a paradigm shift from recent top-down management towards bottom-up realization of benefits. This change in perspective also incorporates a service systems perspective as it focusses on the dynamic configuration of actors and resources to enable value creation in a

/pdf/how-to-empower-users-for-co-creation-conceptualizing-an-3ezcfwgvxa.pdf

How to Empower Users for Co-Creation - Conceptualizing an Engagement Platform for Benefits Realization

Using Microfoundations of Value Co-Creation to Guide Service Systems Design “ A Multilevel Design Framework

Smart cities and communities aim for social wellbeing. Mobilizing and integrating various institutions, actors, and resources are crucial when building and instantiating smart community initiatives. The design of such an arrangement is a complex phenomenon, difficult to conduct systematically and to observe empirically. We address this challenge by applying a multilevel design framework for service systems to an ongoing design science research project. The research project pursues the goal of building a neighborhood community as an instantiation of smart communities by activating and leveraging local institutions, actors, and resources on an IT-enabled engagement platform. We demonstrate how this multilevel perspective informs the design process for building smart communities. Based on micro-level observations, the interdependence of engagement-stimulating mechanisms related to the platform’s design at the meso-level, and design implications for the institutional arrangement at the macro-level are emphasized as inseparable design activities for mobilizing and integrating actors and resources.

/pdf/multilevel-design-for-smart-communities-the-case-of-building-qowgz4h37a.pdf

Multilevel Design for Smart Communities – The Case of Building a Local Online Neighborhood Social Community

Public health measures are curtailing the COVID-19 pandemic's spread but also impact individual and societal well-being. Altogether, they test the social resilience of communities, their collective ability to cope with crises. The pandemic highlights the significance of the immediate local community or neighborhood, be it for providing assistance to individuals in need, the sensible sharing of public spaces or a renewed conscience for supporting local businesses. We argue that online neighborhood social networks (ONSNs) represent a viable solution for improving social resilience as they enhance a community's resistance to disruptions, quicken recovery to a normal level of functioning and can become a platform for creative solutions to strengthening social resilience. We conduct a multiple case study to demonstrate how ONSNs foster social resilience in the focal crisis and beyond. Furthermore, we identify design dilemmas and highlight avenues for IS research with a high impact on local communities and their well-being. © 2021 IEEE Computer Society. All rights reserved.

/pdf/fostering-social-resilience-via-online-neighborhood-social-347yki0yl0.pdf

Fostering social resilience via online neighborhood social networks during the CoviD-19 pandemic and beyond: Status quo, design dilemmas and research opportunities

Christian Grotherr

Papers

Engaging Users to Co-Create - Implications for Service Systems Design by Evaluating an Engagement Platform

How to Empower Users for Co-Creation - Conceptualizing an Engagement Platform for Benefits Realization

Using Microfoundations of Value Co-Creation to Guide Service Systems Design “ A Multilevel Design Framework

Multilevel Design for Smart Communities – The Case of Building a Local Online Neighborhood Social Community

Fostering social resilience via online neighborhood social networks during the CoviD-19 pandemic and beyond: Status quo, design dilemmas and research opportunities