Christoph Peters
Title
PD Dr.
Last Name
Peters
First name
Christoph
Email
christoph.peters@unisg.ch
Phone
+41 71 224 3717
155 results
Now showing 1 - 10 of 155
- Some of the metrics are blocked by yourconsent settings
Item type:Publication, Conceptualizing hybrid intelligent service ecosystems(2025-07-08)Scopus© Citations 12 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Continuous value shaping: A boundary concept for innovating service innovation approaches(2025-04-01)Scopus© Citations 4 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Enhancing IT Service Management Through Process Mining – A Digital Analytics Perspective on Documented Customer Interactions(Springer Fachmedien Wiesbaden, 2025); ; Our study explores the integration of text mining and process mining to enhance the understanding of IT support agents' problem-solving activities documented in service tickets. Despite the rise of AI-based self-service systems, the pressure on IT support to deliver high-quality service remains significant, necessitating advanced analytical approaches. While text mining has been used for classifying customer requests or predicting satisfaction, it falls short in revealing the actual processes agents follow. By conducting a systematic literature review and a case study, this research outlines a novel approach combining text and process mining. The findings provide practical guidance for extracting activity catalogs and generating event logs from service documentation, offering valuable insights into service processes and highlighting challenges related to data quality in digital analytics.Type:journal articleJournal:Forum DienstleistungsmanagementScopus© Citations 1 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Augmentierung statt Automatisierung: Nachhaltigkeit in der Entwicklung von KI-Systemen aus der Mitarbeitendenperspektive(Springer Fachmedien Wiesbaden, 2024); ; Type:journal articleJournal:Forum Dienstleistungsmanagement - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Value Creation in the Information Economy: Shaping the Triad of AI, Service, and Human Work.(2024) - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Das agile Mindset: Definition, Relevanz und Messbarkeit(2023) - Some of the metrics are blocked by yourconsent settings
Item type:Publication, A Value Co-Creation Perspective on Data Labeling in Hybrid Intelligence Systems: A Design Study(2023); ; The adoption of innovative technologies confronts IT-Service-Management (ITSM) with an increasing volume and variety of requests. Artificial intelligence (AI) possesses the potential to augment customer service employees. However, the training data for AI systems are annotated by domain experts with little interest in labeling correctly due to their limited perceived value. Ultimately, insufficient labeled data leads to diminishing returns in AI performance. Following a design science research approach, we provide a novel human-in-the-loop (HIL) design for ITSM support ticket recommendations by incorporating a value co-creation perspective. The design incentivizes ITSM agents to provide labels during their everyday ticket-handling procedures. We develop a functional prototype based on 17,120 support tickets provided by a pilot partner as an instantiation and evaluate the design through accuracy metrics and user evaluations. Our evaluation revealed that recommendations after label improvement showed increased user ratings, and users are willing to contribute their domain knowledge. The improved labels can be utilized to continuously enhance the AI system as rewards showed increasing growth with decreasing marginal returns. Overall, our results emphasize agents' need for value-in-use by providing better results if they improve the labeling of support tickets pre-labeled by AI. Thus, we provide prescriptive knowledge of a novel HIL design that enables efficient and interactive labeling in the context of diverse applications of reinforcement learning systems.Type:journal articleJournal:Information Systems (IS)Scopus© Citations 21 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Why the agile mindset matters(2022-04-06); Volatility, uncertainty, complexity, and ambiguity (VUCA) are drivers in today's business world. To perform amid this accelerated change and the digitalization progress, organizations are implementing agility. However, such an implementation does not happen without stumbling blocks and some fail. One reason for this is actors’ agile mindset (AM), which is necessary to deal succefully within a VUCA environment. Knowledge of the AM is in its infancy and conceptualization and measuring tools for it are lacking. Furthermore, the relation of the AM in terms of strategic agility and performance is still unclear. Our study aims to close these gaps. We examine AM through 15 interviews and a survey (N = 449) to predict strategic agility and performance. As a result, we conceptualize AM as an attitude that comprises four dimensions: attitude towards 1) learning spirit, 2) collaborative exchange, 3) empowered self-guidance, and 4) customer co-creation. Furthermore, we describe how actors with an AM deal with new technologies. We found that AM affects organizational performance mediated by strategic agility. These findings contribute to the agility and management research by providing a conceptualization and measuring instrument for AM. Furthermore, its relevance for strategic agility is explained and its relationship with organizational performance outlinedType:journal articleJournal:Technological Forecasting and Social ChangeVolume:179Issue:121650Scopus© Citations 92 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Faster, Better, Happier – Internal Crowd Work as Form of Structural Empowerment for Employee Empowerment and Success(2022); ICW is gaining increasing importance as an innovative concept of digital work organization. This study examines ICW and its role as a structural empowerment tool driving the psychological empowerment of employees. This is done by means of a case study on a telecommunications company that has been successfully using ICW for more than ten years. Using a mixed-method approach, a model for an in-depth understanding of empowerment in ICW is exploratively developed based on qualitative data. Furthermore, organizational enablers in ICW are identified as important prerequisites and success factors. Additionally, the study shows how ICW as structural empowerment promotes psychological empowerment and can lead to higher speed, increased synergies, and higher employee satisfaction. A quantitative deep-dive provides additional figures on the structural empowerment mechanisms in ICW as well as on employee perceptions.Type:journal articleJournal:Die Unternehmung – Swiss Journal of Business Research and PracticeVolume:76Issue:1 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, How Companies Can Benefit from Interlinking External Crowds and Internal EmployeesBased on insights from an engineering design project conducted by Airbus and Local Motors, we describe how companies can leverage hybrid working by interlinking external crowds and internal employees, to increase the agility, quality and speed of product development. We identify the benefits and risks of hybrid working and describe the different ways of interlinking external crowds and internal employees. Finally, we provide recommendations for company executives who want to explore the use of hybrid workingType:journal articleJournal:MIS Quarterly ExecutiveVolume:20Issue:1