Developing Digital Media Service Value Creation by Using Emotion Data

Nina Helander, Mika Boedeker, Leena Mäkelä

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

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Abstract

Digital transformation is not only changing the way value is created in service encounters, it is also offering new ways to gather and analyse data of customer behaviour and perceptions. This paper studies perceived customer value through a case study of a media company developing its digital services and service encounters The special focus is on studying the role of emotions in value creation in a data-centric, digitally transforming media context. Through the qualitative case study, this study contributes to value creation research stream by providing rich, empirical analysis of the role of emotions in digital value creation. Both positive and negative emotions co-exist in the smart service encounters and by identifying the drivers for positive and negative affections the service providers can finetune the technological attributes related to the service.

Original languageEnglish
Title of host publicationProceedings of the 15th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management (IC3K 2023)
EditorsDavid Aveiro, Jan Dietz, Antonella Poggi, Jorge Bernardino
PublisherSCITEPRESS
Pages304-314
Number of pages11
Volume2 : KEOD
ISBN (Electronic)978-989-758-671-2
DOIs
Publication statusPublished - 2023
Publication typeA4 Article in conference proceedings
EventInternational Conference on Knowledge Engineering and Ontology Development - Rome, Italy
Duration: 13 Nov 202315 Nov 2023

Publication series

NameInternational Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management, IC3K - Proceedings
Volume2
ISSN (Electronic)2184-3228

Conference

ConferenceInternational Conference on Knowledge Engineering and Ontology Development
Country/TerritoryItaly
CityRome
Period13/11/2315/11/23

Keywords

  • Customer Experience
  • Data
  • Digital Services
  • Emotions
  • Media Industry
  • Qualitative Case Study
  • Value Creation

Publication forum classification

  • Publication forum level 1

ASJC Scopus subject areas

  • Software
  • Management of Technology and Innovation
  • Strategy and Management

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