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Exploring engagement, well-being, and welfare on engagement platforms: Insight into the personal service sector from the DACH region

Author

Listed:
  • Simon Michalke

    (Jacobs University Bremen gGmbh, Management and Economics)

  • Lisa Lohrenz

    (TU Braunschweig, WI2)

  • Christoph Lattemann

    (Jacobs University Bremen gGmbh, Management and Economics)

  • Susanne Robra-Bissantz

    (TU Braunschweig, WI2)

Abstract

Engagement platforms (EPs) are an essential technology to enable co-creation and service innovation. Therefore, the design and governance of these platforms are receiving increasing attention in research. In this study, we aim to identify which activities and mechanisms foster engagement and which governance mechanisms are implemented to avoid harm on EPs. To this end, we conducted expert interviews with founders, CEOs, and managers of 14 personal and household-related service platform companies from the DACH region (Germany(D), Austria(A), Switzerland(CH)), to gain insights into their activities and mechanisms for creating and maintaining successful EPs. We found eight mechanisms, e.g., moderation of content, limitations of entry and certification, employed by personal EPs (PEPs) as self-regulatory mechanisms to avoid misconduct and negative experiences of actors. The identified governance mechanisms may guide the design and governing of PEPs by providing tangible examples to foster actor engagement while considering externalities on a societal and individual level.

Suggested Citation

  • Simon Michalke & Lisa Lohrenz & Christoph Lattemann & Susanne Robra-Bissantz, 2022. "Exploring engagement, well-being, and welfare on engagement platforms: Insight into the personal service sector from the DACH region," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2429-2444, December.
    • Handle: RePEc:spr:elmark:v:32:y:2022:i:4:d:10.1007_s12525-022-00589-1
    DOI: 10.1007/s12525-022-00589-1
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    References listed on IDEAS

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    Cited by:

    1. Rainer Alt, 2022. "Electronic Markets on AI and standardization," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 1795-1805, December.

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    More about this item

    Keywords

    Platforms; Service logic; Engagement; Social welfare; Well-being; Engagement platforms;
    All these keywords.

    JEL classification:

    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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