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Conceptualizing hybrid intelligent service ecosystems

Author

Listed:
  • Christian Bartelheimer

    (University of Göttingen)

  • Daniel Heinz

    (Karlsruhe Institute of Technology)

  • Sarah Hönigsberg

    (ICN Business School, University of Lorraine, CEREFIGE)

  • Dominik Siemon

    (LUT University)

  • Mahei Manhai Li

    (University of St. Gallen (HSG))

  • Timo Strohmann

    (University of Münster)

  • Jens Poeppelbuss

    (Ruhr University Bochum)

  • Christoph Peters

    (University of the Bundeswehr Munich)

Abstract

With the proliferation of artificial intelligence (AI) technologies, the collaboration of human and AI actors in value co-creation processes permeates various application domains. In this conceptual paper, we integrate concepts from human-AI collaboration and service research and present a conceptual framework for hybrid intelligent service ecosystems (HISE). The framework extends the existing conceptualizations of service ecosystems as put forward by the service-dominant logic (S-D logic) by emphasizing how actors deliberately configure human and artificial agencies to co-create value via hybrid intelligent service exchange and how this impacts ecosystem formation and evolution. Our conceptualization highlights that value co-creation in HISE is guided and facilitated by shared resources and institutional arrangements, which differ from previous service ecosystems through the emergence of hybrid agency. We demonstrate the applicability of our framework with five illustrative HISE scenarios and provide five theoretical propositions. Our findings extend existing knowledge by theorizing on how to incorporate hybrid intelligence into value co-creation processes. Thereby, we provide a foundation for future interdisciplinary research on human-AI collaboration at the intersection of information systems, human–computer interaction, and service research with S-D logic as a unifying theoretical lens.

Suggested Citation

  • Christian Bartelheimer & Daniel Heinz & Sarah Hönigsberg & Dominik Siemon & Mahei Manhai Li & Timo Strohmann & Jens Poeppelbuss & Christoph Peters, 2025. "Conceptualizing hybrid intelligent service ecosystems," Electronic Markets, Springer;IIM University of St. Gallen, vol. 35(1), pages 1-27, December.
  • Handle: RePEc:spr:elmark:v:35:y:2025:i:1:d:10.1007_s12525-025-00798-4
    DOI: 10.1007/s12525-025-00798-4
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    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

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