Introduction to the research problem
As digitalization continues to change professional work across various sectors the legal services remain an outlier. Many lawyers rely on proven ways of doing business and are resistant to implement technological novelty. This, however, does not discourage LegalTech providers offering novel solutions that seek to improve and automate the delivery and use of legal services, but also extend the law services onto the new domains. Some of them also target individual consumers to help them access legal expertise through platforms and interfaces (e.g., chatbots). Most LegalTech initiatives share the same characteristic: they are designed to challenge traditional mode of legal service delivery by being more nimble, serving an omitted segment or providing faster and/or better service. However, despite the enormous promise these efforts hold, it’s still ambiguous whether LegalTech companies will succeed in creating value for the law firms.

Conceptual framework
Service innovation comes down to new value propositions that advance existing practices and resources, create new ones or integrate them in a novel way. Based on Gronroos and Voima’s model of value creation we focus on the provider’s sphere, in which the firm produces resources for the customer to use. Given, that market context can shape value propositions, we posit that the countries on the outskirts of global legal market, where law is practiced in local languages other than English require additional efforts in adopting novel value propositions. Thus, examining the value propositions against the challenges of locality may provide explanatory basis for the gravity of struggle faced by LegalTech providers and the lengths needed to push through their creative disruptions.

Method/Approach
We address research questions by discursive analysis of value propositions on the websites of LegalTech providers who operate on the Polish market. The data is complemented by interviews with the members of the LegalTech Poland Foundation and participant observation during regular LegalTech Meetups from April 2020 to September 2021. These meetings serve as a regional Central-Eastern European platform for disseminating knowledge about digital solutions for lawyers, therefore they do provide an insight into privider and user perspectives. We employed thematic analysis as an appropriate method to analyse both companies textual and visual data in distilling value propositions.

Preliminary Results and implications
Preliminary results are being processed, identifying how LegalTech companies provide value propositions for legal services using the case of relatively resistant market. As such study has a potential to contribute to the literature on service innovation. Furthermore, given the professional distinctiveness of legal services and their inherent locality this study can serve as food for thought when considering problems of glocalization. Practically, the findings offer data driven recommendations for managers of law firms and LegalTech companies.

Smart, autonomous products and services are on the rise. Autonomous mobility is set to transform the way we move, travel, work and live dramatically. Next to increases in safety and efficiency, the potential to improve comfort and reduce stress is considered one of the main motivations for forwarding the development of driving automation. However, recent studies indicate that automated driving might actually have a negative impact on users’ emotional states, e.g. by inducing anger or increasing stress. In order for automation as part of future mobility services to see widespread use, and leverage its expected benefits in the areas of safety and traffic flow, consumers must be willing to use automated systems. However, negative emotional reactions to them may diminish benefit perceptions and subsequently hinder adoption. Against this backdrop, the aim of this research is to explore intended and unintended effects of automated driving on emotional states and consumer well-being. We seek to answer the following research questions:

Does automated driving trigger different perceived stress and emotional states, compared to manual driving?
Which stimuli can help foster positive effects of automated driving on well-being and emotional states?

Previous research does not offer conclusive evidence that automated driving will allow passengers to become “mind-free”, thereby reducing perceived stress and improving emotional states. Therefore, in a first step, we conducted a preliminary driving simulator study to assess effects of full driving automation on perceived stress and emotional states, compared to manual driving. Results demonstrate that while participants perceive manual driving as more stressful, it was significantly more difficult for them to relax during autonomous driving. These findings highlight the need for specific measures to help passengers relax in the automated driving context, potentially unlocking positive effects on perceived stress, emotional states and well-being. As automation provides consumers with the possibility to divert their attention from the traffic scene, one potential way of promoting positive emotional states and well-being in this context may be through mindful awareness and observation. Building on Attention Restoration Theory and research on brief mindfulness interventions, we developed a mindfulness intervention to employ during automated driving. Subsequent experimental studies employing a 2x2 between subjects design show that our intervention can offset difficulty to relax and lead to significant improvements in various measures of well-being, specifically negative affect, self-reported stress, arousal and situational wellbeing.

To our knowledge, this is the first study to empirically investigate the impact of mindful awareness on emotional states in the context of automated driving. Theoretically, we advance understanding of well-being impacts of innovative travel modes, thereby contributing to the field of transformative service research. In particular, our research shows that an instruction-based intervention can help leverage the potential of driving automation to decrease the strain of urban mobility and improve individual well-being. From a practical perspective, we provide implications for the design of future mobility solutions and services with a focus on well-being and individualization. Finally, our results give indications on how to support adoption of driving automation by creating an environment that fosters recreation.

Artificial intelligence and machine learning are creating a new frontier of content generation through deepfakes, being hyper-realistic (yet fake) audio, images, or video (Kietzmann et al., 2020). Approximately 145,000 deepfake videos existed online in 2020, representing a 900% increase since 2019 (Sentinel, 2020). Deepfakes provide new avenues for empowered customer self-service and engagement. For example, customers could use deepfakes to personalize their interactions within online service environments. Comparatively, deepfake images have been used to generate counterfeit online profiles (Whittaker et al., 2021), which could potentially disrupt information sharing in online service environments. Service scholars are yet to understand both the transformative and disruptive possibilities of deepfakes and their potential service to the discipline.

Deepfake definitions are inconsistent across research disciplines or overemphasize negative valence, and the conceptual nature of deepfakes has not yet been coherently defined. The key actors involved in deepfake creation and those depicted within them are unclear. Additionally, the value outcomes that can be (co)created or destroyed through deepfakes for customers and organizations are unclear. Finally, psychological factors influencing service customer perceptions of deepfakes are unexplored. These research problems lead to four research questions being addressed in this study: RQ1. How have deepfakes been defined and conceptualized? RQ2. Which actors create, and are depicted within, deepfakes? RQ3. What are the value outcomes of deepfakes for customers and organizations? RQ4. What psychological factors influence customer perceptions of deepfakes?

A systematic review of literature between January 2017 and June 2021 from Web of Science, Scopus, EBSCOhost, ProQuest, and HeinOnline databases was conducted using the PRISMA protocol. Of the 13,443 returned results, 138 papers met the inclusion criteria (full-text, English, published in peer-reviewed journals) and 80 passed quality assessment (Q1/Q2 SJR journals). Represented disciplines included social sciences, computer science, arts and humanities, business, psychology, engineering, and medicine. For RQ1, Leximancer software was used to conduct automated text analysis of deepfake definitions to create a synthesized definition. For RQ2, RQ3, and RQ4 an inductive-deductive coding approach was used to structure emerging themes.

This study offers a new definition of deepfakes synthesized from eight key concepts: ‘videos’, ‘audio’, ‘realistic’, ‘fake’, ‘artificial’, ‘learning’, ‘media’, and ‘saying’. Deepfake creators included those who were unidentifiable, individuals, transformative actors, commercial actors, political/military actors, internet communities, and cybercriminals. Public figures and politicians were the most frequent deepfake subjects. Deepfakes lead to positively and negatively valenced value creation. When positive, value is epistemic for customers and functional for organizations. When negative, value is epistemic for both customers and organizations. Lastly, we identify behavioral biases as a key psychological factor which may influence deepfake perceptions.

This study is the first to develop a holistic multidisciplinary deepfake definition, identify the actors who create and are depicted within deepfakes across disciplines, explore potential deepfake value outcomes, and investigate psychological factors which may influence customer deepfake perceptions. Service managers can use these results to understand deepfakes, their transformative and disruptive value potential within service, and customer perceptions towards deepfakes to better integrate deepfake offerings which customers perceive as being at their service.

Purpose
Technology is inevitable in the current daily lives. People of all ages started to use technology to help them efficiently arrange their tasks, starting from doing household chores, a reminder of appointments, exercise and managing personal health, etc. Since it has been infused and become part of our daily activity, it creates a new habit and soon becomes reliant.

Studies found that habitual involvement with technological devices can have a negative and lasting impact on users’ ability to think, remember, pay attention, and regulate emotion (Wilmer, Sherman, & Chein, 2017). High engagement and continuous reliance on the external agent (i.e. wearable device) could decrease users’ self-efficacy which previously has been exerted well through a healthy lifestyle. The imbalance between a user's reliance on a device and his/her agency can affect his/her wellbeing shown as people with increased wellbeing is the one with higher efficacy (Lin & Windasari, 2018). It might be left asking, for example, whether my fitness wearable knows if I need to reduce more calories intake for dinner than myself. This study aims to explore whether our reliance on a certain technological device loses our sense about ourselves and identifies what technological cues affect that negative reliance.

Methodology
We use a critical incident technique (CIT) to identify certain occurrences during their interaction with tech-devices that impact their physical, psychological, and social wellbeing. Participants are male and female, aged 20-50 years old, that experienced (and still) using one of three types of personal tech devices, which are Fitness Wearable, Virtual Assistant, and Smart Homes, for at least six months. The three devices are chosen as they have features of AI-based information provision (Belanche et al., 2020) and automated social presence (Wirtz et al., 2018)

Findings
Categorizations of factors will be identified to explain what type of technological cues can promote customer dependence, and to identify what specific incidents are realized by the users’ when technology starts negatively affecting their wellbeing.

Academic implications
This study is expected to contribute to the theory by providing insight to what extent the user can be too much affected by technological devices.

Practical implications
This study provides practical contributions on how or when to give boundaries and limitations to gain control, exercise their human agency, and make the best use of technology for users’ positive wellbeing.

Originality/value
A very limited study exploring when and which factors exactly made users lose their agency and perceived autonomy when interacting with technological devices. We identify certain points where individuals feel less human (as a consequence of technology use) and whether it impacts his/her wellbeing.