Commentary: the unintended consequences of digital service technologies

Abstract

Purpose This commentary puts forth a conceptual framework, referred to as the consumer, organization, government framework of unintended digital technology service failures, that specifies consumer, organizational and governmental shortcomings that result in digital technologies failing in terms of negatively affecting consumer, communal, national and/or global welfare. Design/methodology/approach The authors conceptualize an original framework by engaging in a literature review regarding marketplace failures associated with digital service technologies. Findings The framework shows that three drivers explain why commercial digital technologies often fail. The first driver highlights misuse or criminal intent from individuals. The second involves organizations failing to prevent or to address technology failures. The third pertains to failures that stem from governmental institutions. Research limitations/implications The authors encourage researchers to build on their framework by putting forth research questions. To prevent or lessen opportunities for digital technologies to result in service failures, the authors also offer practitioners a “digital technology service failure audit.” This audit shows how digital technology creators and managers can anticipate and address consumer, organizational and governmental factors that often cause digital service technologies failures. Social implications Despite the absence of industry-specific regulations and the existence of some regulatory immunities, digital technology providers have an ethical duty, and may be obligated under applicable tort law principles, to take steps to prevent unintended harm to consumers before launching their service technologies. Originality/value This work reveals that digital technologies represent new and different threats to vulnerable consumers, who often rely on, but do not fully understand, these technologies in their everyday living. The framework helps consumers, organizations and government agencies to identify and remedy current and potential instances of harmful digital technologies.

SDG commentary: economic services for work and growth for all humans

“…Addressing United Nations sustainable development goal 8: service work as decent work The service sector plays a leading role in the global economy in terms of promoting economic growth, development and employment (Zeithaml et al, 2018). Furthermore, the growing prevalence of digital technological services, such as financial, medical, education, entertainment and communication mobile applications, has led to a discernible impact on economic growth as well as promoting the well-being of individuals and communities, especially within developing and least developed nations (Rosenbaum et al, 2020). However, frontline employees (FLEs) who are often the lynchpins of service delivery frequently assume roles that are characterized by physical and psychological difficulties (Hwang et al, 2022;Voorhees et al, 2020) such as perceived low social status and stigmatization (Kreiner et al, 2022), and an escalating risk of being replaced by technological advancements (Frey and Osborne, 2017).…”

“…This is not to discount the “dark side” of digital technologies, such as online incivility and malintent from customers, organizations or governments (Bacile, 2020; Rosenbaum et al , 2020); and the elimination of service roles occupied by low-skilled, younger-aged and vulnerable populations (Lloyd and Payne, 2022). Instead, we suggest that many “dirty” and nondecent jobs are best to be replaced by digital technologies, while others can be enhanced through the use of a carefully considered digital infrastructure.…”

Editorial: Research priorities in the new service marketplace

“…Given that the global population aged 60+ will expand 65% from 2021 to 2040, reaching over two billion people (Angus and Westbrook, 2022), service organizations must understand how this cohort acquires digital experience and confidence using online services and how they choose to adopt technology solutions that assist with their daily lives and personal experiences. In addition, we encourage researchers to explore a potential dark side of technology usage among consumers aged 60+, including their becoming victims of online criminal activities, addicted to the internet and a loss of human interactions in the physical domain (Rosenbaum et al , 2022).…”

“…Although consumers may obtain benefits from participating in online social settings, we know considerably less about the health risks (e.g. physical, social and persona) that consumers may experience because of third spending so much time in virtual settings (Rosenbaum et al , 2022). We encourage service researchers to collaborate with health researchers to explore the unintended consequence of consumers participating in virtual sites or in augmented/virtual realities (Alkire et al , 2019).…”

SDG editorial: improving life on planet earth – a call to action for service research to achieve the sustainable development goals (SDGs)

“…Unfortunately, since 2011 conditions have significantly worsened. The ways that people interact socially, communicate, shop, play, travel, mate, date and learn have all experienced profound changes since the onslaught of the COVID-19 pandemic (Rosenbaum et al , 2022). In times of rapid transformation, we can find solace and solutions in the enduring wisdom of Indigenous peoples.…”