Special Session: Corporate Digital Responsibility – A New Principal for Service Organization of the future?
Tracks
Track 3
| Saturday, June 18, 2022 |
| 8:30 AM - 10:00 AM |
| Conference Room 1 |
Speaker
Professor Werner Kunz
Director Of The Digital Media Lab
University of Massachusetts Boston
Corporate Digital Responsibility – A New Principal for Service Organization of the future?
Abstract.
Abstract:
Digitization, intelligent automation (IA), artificial intelligence (AI), and service robots will revolutionize virtually all service sectors and have the potential to bring unprecedented improvements in customer experience, service quality, and productivity. However, while the service revolution holds exciting promises, these rapid technological advances also pose potential downsides and risks for service users (Belk 2020; Breidbach and Maglio 2020; Brey 2012; Koshiyama et al. 2021; Puntoni et al. 2021). Adding to concerns regarding data and privacy, advances in digital technology and their unprecedented power in analytics, AI, machine learning, and intelligent automation (Brynjolfsson and McAfee 2017; Bornet, Barkin, and Wirtz 2021) poise important ethical dilemmas (Belk 2020; Breitbach and Maglio 2020). To respond to these risks, the literature has proposed a new concept: corporate digital responsibility (CDR), which has been defined as a “set of shared values and norms guiding an organization’s operations with respect to the creation and operation of digital technology and data” (Lobschat et al. 2021, p. 876).
In this special session, we introduce this new concept for service industries, show its potential and current limitations. We discuss trade-offs between good CDR practices and vital organizational objectives and debate potential strategies, tools, and practices service managers can use to navigate the trade-offs and establish a robust CDR culture, processes, and behaviors.
The special session aims to serve as a discussion board for academics and practitioners in digital technology to exchange ideas on how to handle these CDR challenges of the new digital service revolution. The format of the session will comprise an introduction speech to set the foundation for the special session topic, followed by multiple “discussant” statements and commentaries. A significant part is dedicated to a broader discussion with the audience. Considering the pressing relevance of the topic, we expect a very vivid discussion.
We plan to invite various discussants from industry and academia for additional statements and commentaries. Our current list are the following colleagues below. But depending on availability at SERVSIG 2022, we would like to expand this pool with more people.
Potential Panelists are:
• Russell Belk, York University
• Jochen Wirtz, National University of Singapore
• Nicole Hartley, University of Queensland
• James Tarbit, University of Queensland
• Werner Kunz, University of Massachusetts Boston
Session chair: Werner Kunz
Digitization, intelligent automation (IA), artificial intelligence (AI), and service robots will revolutionize virtually all service sectors and have the potential to bring unprecedented improvements in customer experience, service quality, and productivity. However, while the service revolution holds exciting promises, these rapid technological advances also pose potential downsides and risks for service users (Belk 2020; Breidbach and Maglio 2020; Brey 2012; Koshiyama et al. 2021; Puntoni et al. 2021). Adding to concerns regarding data and privacy, advances in digital technology and their unprecedented power in analytics, AI, machine learning, and intelligent automation (Brynjolfsson and McAfee 2017; Bornet, Barkin, and Wirtz 2021) poise important ethical dilemmas (Belk 2020; Breitbach and Maglio 2020). To respond to these risks, the literature has proposed a new concept: corporate digital responsibility (CDR), which has been defined as a “set of shared values and norms guiding an organization’s operations with respect to the creation and operation of digital technology and data” (Lobschat et al. 2021, p. 876).
In this special session, we introduce this new concept for service industries, show its potential and current limitations. We discuss trade-offs between good CDR practices and vital organizational objectives and debate potential strategies, tools, and practices service managers can use to navigate the trade-offs and establish a robust CDR culture, processes, and behaviors.
The special session aims to serve as a discussion board for academics and practitioners in digital technology to exchange ideas on how to handle these CDR challenges of the new digital service revolution. The format of the session will comprise an introduction speech to set the foundation for the special session topic, followed by multiple “discussant” statements and commentaries. A significant part is dedicated to a broader discussion with the audience. Considering the pressing relevance of the topic, we expect a very vivid discussion.
We plan to invite various discussants from industry and academia for additional statements and commentaries. Our current list are the following colleagues below. But depending on availability at SERVSIG 2022, we would like to expand this pool with more people.
Potential Panelists are:
• Russell Belk, York University
• Jochen Wirtz, National University of Singapore
• Nicole Hartley, University of Queensland
• James Tarbit, University of Queensland
• Werner Kunz, University of Massachusetts Boston
Session chair: Werner Kunz
