Susanne Robra-Bissantz

Susanne Robra-Bissantz
Technische Universität Braunschweig · Department of Business Administration

Dr.

About

228
Publications
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883
Citations
Introduction
Skills and Expertise
Additional affiliations
September 2007 - present
Technische Universität Braunschweig
Position
  • Professor (Full)

Publications

Publications (228)
Conference Paper
Full-text available
Personalisiertes Lernen ermöglicht es Lernenden, nach ihren eigenen Lernpräferenzen und-stilen zu lernen. Conversational Agents (CAs) bieten eine vielversprechende Möglichkeit zur Unterstützung der Lernenden. CAs können Lernstile im Dialog mit den Nutzer:innen erkennen sowie passende Lern-Empfehlungen bereitstellen. Eine Herausforderung besteht jed...
Article
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Engagement platforms (EPs) are an essential technology to enable co-creation and service innovation. Therefore, the design and governance of these platforms are receiving increasing attention in research. In this study, we aim to identify which activities and mechanisms foster engagement and which governance mechanisms are implemented to avoid harm...
Article
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Zusammenfassung Für Dienstleister ist Empathie zu einer wichtigen Kompetenz im Rahmen der gemeinsamen Wertschaffung in digitalen Service Ökosystemen geworden. Um den technologie-vermittelten Austausch einer Dienstleistung gestalten und navigieren zu können, ist es wichtig, die Bedürfnisse und Werte der einzelnen Akteure zu berücksichtigen. Nur durc...
Conference Paper
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PUMA stands for Pattern-based bUsiness Model Adaptator. Behind it is a Java application designed to teach students in creating business models in volatile, digital environments. Surrounded by the theoretical lenses of Digital Darwinism, its users experience the pattern-based architecture of business models (BM) and the evolutionary process of innov...
Conference Paper
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Stationary retail is suffering from both the digital transformation and the influence of the COVID-19 pandemic. Furthermore, the perception of stationary retail is strongly influenced by customer emotions. Thus, an important aspect of designing successful service interactions (SI) is the ability of the service personnel (SP) to recognize, understan...
Article
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Due to significant technological progress in the field of artificial intelligence, conversational agents have the potential to become smarter, deepen the interaction with their users, and overcome a function of merely assisting. Since humans often treat computers as social actors, theories on interpersonal relationships can be applied to human-mach...
Conference Paper
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Conversational agents (CAs)-software systems emulating conversations with humans through natural language-have been widely used to communicate and collaborate with humans in various settings. A rising application domain is education since so-called Pedagogical Conversational Agents (PCAs) hold the potential for individualized learning and thus the...
Article
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Citizen participation is a vital aspect for smart cities, as solutions developed by and with citizens promote transparent and participatory collaboration within a city and foster the development and construction of a meaningful living environment. However, design knowledge on citizen-initiated and at the same time ICT-supported participation projec...
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Citizens around the world are changing their urban environment through bottom-up projects. They are increasingly using digital platforms to come together. From the perspective of smart city research, this form of participation and interaction with city administrations has not yet been researched and defined. In our study we suggest a conceptualisat...
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Citizens are increasingly shaping their city self-determined. To do so, they use digital platforms to start projects, gain awareness or raise funds. These and other participation mechanisms enable citizens to participate in manifold ways. With the help of the tree ring model introduced in our contribution, we present a tool that is intended to supp...
Conference Paper
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International students often have difficulties in getting connected with other students (from their host country), or in fully understanding the lectures due to barriers such as interacting in a foreign language or adjusting to a new campus. eLearning Companions (eLCs) act as virtual friends, accompany students with dialog-based support for learnin...
Conference Paper
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Education, retail, hospitality, arts and entertainment, and craftmanship are all examples of industries where personal services may be found. As of today, personal service firms lack the knowledge and expertise necessary to effectively develop digital business ecosystems. This creates barriers for these kinds of businesses, leading them to struggle...
Conference Paper
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Learners are faced with the challenge of processing a large amount of knowledge. However, they often lack individual support, and teaching is not tailored to their learning styles. Conversational Agents (CAs) could be a way to identify personal learning styles through a dialog between the CA and the learner, and to support him/her accordingly. This...
Conference Paper
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Adapt or Die! is an educational online application designed in form of a serious game and aims for teaching and guiding the business model (BM) creation process in volatile, digital ecosystems. The prototype guides up to 20 players dynamically through the key building blocks of a digital BM and makes them solve quiz questions, adapt to change, unde...
Article
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Millions of people experience mental health issues each year, increasing the necessity for health-related services. One emerging technology with the potential to help address the resulting shortage in health care providers and other barriers to treatment access are conversational agents (CAs). CAs are software-based systems designed to interact wit...
Conference Paper
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Conversational Agents (CAs) are widely spread in a variety of domains, such as health and customer service. There is a recent trend of increasing publications and implementations of CAs in education. We conduct a systematic literature review to identify common methodologies, pedagogical CA roles, addressed target groups, the technologies and theori...
Chapter
Modern technologies, globalization, and deregulation have led to the development of organizational ecosystems heavily reliant on digital platforms. In these ecosystems, heterogeneous actors integrate knowledge and resources to their mutual benefit. This co-creation of value in complex ecosystems created some of today's most successful companies suc...
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Zusammenfassung Begünstigt durch die wachsende Relevanz digitaler Unterstützungsangebote für das Lehren und Lernen, bspw. in Schulen und Universitäten, gewinnt der Forschungszweig der Conversational Agents im Bildungskontext an Bedeutung. Sogenannte Lern-Companions, also virtuelle Lern-Gefährten, bieten das Potenzial einer nutzeradaptiven sowie ört...
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Educational offers for industry are essential to foster a smooth transfer of new technologies and developments into marketable innovations. These offers support companies’ improvements in their competitiveness and allow them to target new markets. Educational institutions should consider the knowledge triangle to include actors from research and in...
Conference Paper
Full-text available
Adapt or Die! is an educational serious game developed to support the business model creation process in the era of Digital Darwinism by guiding players dynamically through the key building blocks of a digital business model while experiencing the need for adaption to the quickly changing environment. The artifact was developed with the design scie...
Article
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Zusammenfassung Zum Schutz vor Corona musste das Lernen und Lehren an Hochschulen, Schulen sowie anderen Aus- und Weiterbildungseinrichtungen zeitweise nahezu vollständig ins Digitale überführt werden. Doch auch schon vor Corona hat kaum noch jemand ausschließlich analog, also ohne digitale Unterstützung, gelernt. Das (digitale) Lernen befindet sic...
Conference Paper
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The digital transformation and the effects of the COVID-19 pandemic are creating a critical situation for stationary retail. Emotions are highly relevant in this service context and represent an important part of the service experience. In particular, the ability of service personnel to understand and react to the emotions of customers is crucial t...
Conference Paper
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Die COVID-19 Pandemie verändert das Leben vieler Menschen. Der stationäre Handel ist eine Domäne, die besonders unter dem Einfluss dieser Pandemie leidet, da sie bereits von den Auswirkungen der digitalen Transformation gezeichnet ist. Die Vorteile, die der stationäre Handel nach wie vor hat sind u. a. die Qualifikation des Servicepersonals und die...
Conference Paper
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Conversational agents (CAs)—software systems emulating conversations with humans through natural language—reshape our communication environment. As CAs have been widely used for applications requiring human-like interactions, a key goal in information systems (IS) research and practice is to be able to create CAs that exhibit a particular personali...
Article
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Zusammenfassung Digitale Services sind bereits Dreh- und Angelpunkt der Internetökonomie und bauen auf den Prinzipien von Interaktion, Zusammenarbeit und dem Wert individueller Unterstützung. Die Nutzung des Potenzials von digitalen Services ist in Praxisgebieten wie der Pflege, der Bildung und der Kinderbetreuung durch die Covid-19-Pandemie noch d...
Article
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Zusammenfassung Vorspann: Die digitale Transformation geht Hand in Hand mit einem radikalen Wandel der Märkte. Gewinner beider Entwicklungen sind solche Unternehmen, die das Wohlergehen von Menschen in den Vordergrund stellen und „Service for Good“ anbieten. Auf dem Weg zu Service for Good: Die Entwicklungen der vergangenen Jahre führen uns vor Aug...
Chapter
Der vorliegende Artikel untersucht den Reputationsverlust von digitalen Plattformen durch nicht-reziprok handelnde Nutzer. Dieser Reputationsverlust kann zurückgeführt werden auf eine Informationsasymmetrie zwischen den Nutzern. Um diese Informationsasymmetrie aufzulösen wurde konzeptionell ein Verfahren beschrieben, das Techniken des maschinellen...
Conference Paper
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The global pandemic caused by the coronavirus disease (COVID-19) changes the lives of many people all over the world. In the context of stationary retail, a strong change of customer behavior occurs as mandatory safety measures like wearing facemasks and distance regulations have come into place. The sales personnel’s ability to understand and reac...
Conference Paper
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Artificial intelligence (AI) technologies enable conversational agents (CAs) to perform highly complex tasks in a human-like manner. For example, CAs may help people cope with anxiety and thus can improve mental health and well-being. In order to achieve this and support patients in an authentic way, it is needed to imbue CAs with human-like behavi...
Conference Paper
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Engagement platforms (EPs) are an essential technology to enable modern co-creation and service innovation. Therefore, the design of these platforms is receiving increasing attention in research. In this study, we thus conducted expert interviews with founders, CEOs, and managers of 14 personal and household-related service platform companies from...
Conference Paper
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Communication with conversational agents (CA) has become increasingly important. It therefore is crucial to understand how individuals perceive interaction with CAs and how the personality of both the CA and the human can affect the interaction experience. As personality differences are manifested in language cues, we investigate whether different...
Chapter
Kleine und mittlere Unternehmen im Bereich industrienaher Dienstleistungen werden durch den digitalen Wandel mit großen Herausforderungen konfrontiert. Anders als im klassischen Produktgeschäft besitzen diese Unternehmen für ihre Dienstleistungen häufig keine spezialisierte Forschungs- und Entwicklungsabteilung oder ein institutionalisiertes Innova...
Conference Paper
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The increasing importance of artificial intelligence in everyday work means that new insights into team collaboration must be gained. It is important to research how changes in team composition affect joint work, as previous theories and insights on teams are based on the knowledge of pure human teams. Especially, when an AI-based system acts as th...
Chapter
Kooperatives Arbeiten und die Zusammenarbeit zwischen Geschäftspartnern, auch über Distanz, prägen zunehmend heutiges Wirtschaften. Eine besondere Form der Zusammenarbeit, die mithilfe neuer Technologien gestützt wird, ist die Kollaboration, die wesentlich auf eine persönliche Verbundenheit der Partner baut. Um die besonderen menschlichen Fähigkeit...
Conference Paper
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While e-commerce is experiencing increasing sales, stationary retail is losing customers. One way to address this problem is to digitally support the advantages of stationary retail and offer new services to the customer. Following a Design Science Research approach, we present two consecutive design cycles in which we propose an emotion-based info...
Conference Paper
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Die fortschreitende Digitalisierung schafft hohe Umsätze im E-Commerce, stellt den stationären Handel allerdings vor große Herausforderungen. Gleichzeitig bietet diese digitale Transformation auch Chancen für die Entwicklung neuer digitaler Produkte und Services für Kunden im stationären Einzelhandel. Insbesondere innere Zustände wie Emotionen könn...
Chapter
Aktuelle technologische Entwicklungen ermöglichen zunehmend vernetzte, kontextsensitive und proaktive personalisierte Dienstleistungen. Mit den steigenden Erwartungen von Nutzern, wächst der Druck auf Anbieter mit den technologischen Möglichkeiten Schritt zu halten, um wettbewerbsfähig zu bleiben. In Anbetracht der Relevanz aktueller Entwicklungen...
Conference Paper
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Conversational agents (CA) have emerged as a new type of dialogue systems, able to simulate human conversation. However, research suggests that current CAs fail to provide convincing interactions due to a lack of satisfying communication with users. To address this problem, we propose the idea of a personality adaptive CA that could enhance communi...
Chapter
Um personennahen Dienstleistungen (PD) weiterzuentwickeln und in ihrem Umfeld soziale und technische Innovationen zu generieren, ist ein kundenwertorientierter Ansatz im Zusammenspiel mit dem Einsatz neuer Technologien von Bedeutung. Anhand einer aus der Theorie verschiedener Wissenschaften hergeleiteten Betrachtung werden hierfür relevante Einflus...
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Dieser Beitrag beschreibt die Durchführung und Ergebnisse einer bibliometrische Analyse, die akademische Literatur zum Thema Digitalisierung, Automatisierung und personennaher Dienstleistungen aus verschiedensten Wissenschaftsbereichen untersucht.Durch die Analyse, die u.a. Techniken wie Co-Ocurrence Network” und “Co-Citation Analysis” verwendet, w...
Article
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Zusammenfassung Die Analogie des Titels aufgreifend widmet sich der vorliegende Beitrag dem Ungleichgewicht zwischen innovativen Entwicklungen aus der Dienstleistungsforschung für den Markt und dem Stand der Dienstleistungsentwicklung im Praxisfeld der Wissenschaft. Während sich auf der einen Seite Erkenntnisse aus der Forschung in der unternehmeri...
Article
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Zusammenfassung Nach den anhaltenden Erfolgen der Digitalisierung in der Industrie und im Sektor industrienaher Dienstleistungen in den vergangenen Jahren, die unter dem Schlagwort der Industrie 4.0 zu verzeichnen sind, erfolgt nun eine Verlagerung der Schwerpunktsetzung auf die Digitalisierung personennaher Dienstleistungen (PDL). PDL zeichnen sic...
Chapter
In our research we introduce the concept of the virtual companion and show its advantages for the service sector. The virtual companion is a new form of artificial intelligence application enabling a collaborative scenario between humans and information technology and thus makes more personalized services possible. In order to design virtual compan...
Conference Paper
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As Information Systems (IS) have already become a crucial part of everyday life, the need for new and innovative digital services for businesses is still growing. The combination of service-centric theories and IS has the potential to create appropriate services for the digital age. Despite the popularity of the service-centric theories, there are...
Conference Paper
Citizens in Europe and North America gather on digital platforms to shape their urban environment from the bottomup. Digital platforms offer participatory mechanisms to involve citizens in different situations and higher or lower levels of control. Platforms with high levels of control allow citizens to implement their own projects. This offers sel...
Conference Paper
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Customers are increasingly interacting with intelligent technologies such as conversational agents (CA). While the majority of CAs process natural language and react in a human way, they however, do not adapt or react to their users' personalities. Responding appropriately to a user's behavior forms an important aspect for the interaction quality....
Article
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Zusammenfassung In der digitalen Wirtschaft finden sekündlich mannigfaltige digitale Interaktionen zwischen Anbietern und ihren Kunden statt. Sie entscheiden über die Auswahl von Produkten und Dienstleistungen und werden daher für Unternehmen zu einem wesentlichen Erfolgsfaktor. Trotzdem fehlt es bislang in Theorie und Praxis an Modellen und Ansätz...
Conference Paper
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As the importance of services continues to increase, so does the demand for appropriate information technology to support the integration of resources in value co-creation processes for services. Digital platforms were found to be a suitable solution for this challenge as they bring together heterogeneous actors, to promote value co-creation in ser...
Article
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Zusammenfassung Ganz im Sinne der Zeitschrift HMD – Praxis der Wirtschaftsinformatik existiert in Deutschland neben anderen Ausrichtungen auch eine explizit auf Praxisorientierung ausgerichtete Wirtschaftsinformatikforschung. Dieser Beitrag behandelt aus verschiedenen Blickwinkeln deren Entwicklungen und Strömungen. Im Mittelpunkt stehen Forschungs...
Chapter
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Teaching students Design Thinking (DT)-a team-based approach to solve wicked problems-by using real-life sustainability problems, provides an opportunity to develop solutions that benefit a university's ecobalance. To make this suggestion tangible, this chapter includes a case study describing how a student team, while learning DT, worked on the ch...
Conference Paper
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The loci method (also known as memory palace) is the most powerful mnemonic technique and has been researched interdisciplinary over the last twenty years. Especially the approach to combine this old learning method with modern technology became more and more the focus of this interdisciplinary research community. Researchers presented virtual envi...
Conference Paper
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Die zunehmende Bedeutung des Einsatzes von Systemen mit künstlicher Intelligenz auch im Arbeitsalltag führt dazu, dass neue Erkenntnisse über die Zusammenarbeit in Teams gewonnen werden müssen. Dabei gilt es herauszufinden, auf welche Art und Weise veränderte Teamzusammenstellungen einen Einfluss auf die gemeinsame Arbeit haben, da die bisherigen T...
Conference Paper
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Eine große Disruption führt zunehmend zu einer Veränderung des Musikmarktes. Konkrete Erscheinungs-formen dieser Transformation sind die Entwicklung und zunehmende Nutzung von Musikstreamingdiensten, die heutzutage bereits für 80% des Umsatzes des Musikmarktes verantwortlich sind. Aufgrund der zunehmend ubiquitären Hörsituationen und der riesigen A...
Conference Paper
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Die digitale Transformation führt zu einem Umschwung in der Gesellschaft und im Alltag. Vor allem Smartphones bieten Kunden neue Möglichkeiten, welche zu Veränderungen in deren Verhalten sowie deren Erwartungshaltung führen. Eine Branche, die mit dieser digitalen Transformation zu kämpfen hat, ist der stationäre Einzelhandel. Während der Onlinehand...
Book
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Digitalization is more than ever the top topic in economics, science and societal developments. Infrastructures and competencies are at the forefront of many debates. The question of which industry is or will be affected by digitization next and to what extent is not only driving executives around. While information Technology innovations were some...
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Die Integration von verschiedenen Aufgabentypen zur Wissensvermittlung und-abfrage wird bei der Gestaltung von digitalen Lernanwendungen häufig empfohlen. Vielfältige Aufgabentypen können zu einer erhöhten Motivation im Lernprozess führen. Bislang gibt es jedoch wenig Erkenntnisse darüber, ob einige Aufgabentypen mehr motivieren als andere. Aus die...