• Informatization Policy
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• v.30 no.2
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• pp.86-108
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• 2023

This study attempts to explain phenomenologically the shadow work that occurs among Kwangju·Jeonnam business support counselors as video consultation increases due to the counseling management systems used in business consulting for SMEs and digital transformation since COVID-19. Since digital shadow work is widespread, it has been considered basic and mandatory work, not recognized as shadow work itself, assuming that it is continuously used for a long time. We found that, in the case of the newly expanded video consulting systems, most of the users complain of burden and inconvenience and tend to choose face-to-face despite the time and cost savings associated with the former. These study results practically suggest that, in order to implement such digital systems successfully, a well-prepared system, an elaborate way of reducing the burden and inconvenience, and an adaptation period are considered critical as they can minimize the shadow work of users.

• Knowledge Management Research
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• v.25 no.1
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• pp.89-109
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• 2024

The development of digital technology has given rise to a new service model: self-service. This model introduces the concept of "digital shadow work", in which consumers conduct unpaid behind-the-scenes digital tasks instead of employees. While consumers are engaging in increasingly more digital shadow work in self-service environments, they are unaware of their unpaid labor. This raises concerns about consumer rights and businesses' long-term sustainability and health. This study aims to reveal the psychological awareness factors that influence consumers' decisions to engage in digital shadow work in self-service environments. This exploratory qualitative study utilizes a grounded theory approach and semi-structured interviews to reveal the psychological awareness factors that contribute to consumers' decision to engage in digital shadow work. By revealing the psychological awareness of decision-making factors, this study enhances consumer's understanding and awareness of digital shadow work, which helps increase their awareness of self-protection in the context of self-service technologies. Additionally, understanding consumers' decision-making psychology is crucial for non-face-to-face self-service technology companies and provides a theoretical basis for sustainable and healthy business development.

• Informatization Policy
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• v.30 no.4
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• pp.62-88
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• 2023

While the introduction of kiosk has become an essential element, enjoying the effect of labor cost reduction, it has not been able to embrace the senior population due to the digital divide. This study investigated which factors have relationships with conflict over use for kiosk from the viewpoint of shadow work that appears during self-service kiosk use. An analysis of 159 seniors through survey revealed that both technostress and subjective norms had significant relationships with conflict over use for kiosk, and that the perception of shadow work had a partial mediating effect on these relationships. Further, user experience showed a moderating effect on the relationship between technostress and perception of shadow work. These results suggest theoretical and practical implications related to digital shadow work, providing the relevant policy regarding digital inclusion for seniors.

• Knowledge Management Research
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• v.24 no.3
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• pp.173-193
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• 2023

Digital transformation and the COVID-19 pandemic have facilitated the rapid development and dissemination of non-face-to-face technologies such as self-service technologies (SSTs). This research investigates how motivation factors affect consumers' negative responses to digital shadow work (DSW) in SSTs which decreases their continuous use intention of SSTs. Also, we examine whether the grafication delay ability moderates the relationship between consumers' negative responses to DSW and their continuous use intention of SSTs. By an analysis of usable 450 user respondents via SmartPLS 4.0, perceived benefits was found to significantly influence consumers' negative responses to DSW. Also, consumers' negative responses to DSW can significantly decrease their intention to continue using SSTs. Further, the effect of negative responses to DSW on continuous use intention of SSTs is stronger in case of consumers with low gratification delay ability than in case of consumers with high gratification delay ability. The study findings contribute to providing some strategies for companies operating SSTs by examining the effects of consumer's responses to DSW and gratification delay ability on the continuous usage intention of SSTs.

• Journal of Service Research and Studies
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• v.13 no.4
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• pp.1-23
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• 2023

Tablet PCs are gaining increasing popularity in today's context, offering convenience in store operations. However, some customers may have complaints. From the perspective of shadow labor, customers may perceive using tablet PCs as additional tasks, implying that tasks have been transferred from service staff to customers themselves. Therefore, this study aims to investigate the causes of customers' perception of shadow labor when using tablet PCs (perceived difficulty of use and perceived compulsion to use) and how these perceptions can influence their intention to reuse tablet PC ordering services. Additionally, the study examines whether customers' perception of shadow labor is influenced by digital literacy and information overload and investigates the positive impact of benefits arising from using tablet PCs on their perception of shadow labor. This research conducted an online survey through the Chinese survey specialist website "Wenjuanxing," targeting customers who use tablet PCs to place orders in restaurants. After collecting a total of 376 valid data points, demographic characteristics, frequency analysis, reliability analysis, validity analysis, correlation analysis, and regression analysis were conducted using SPSS 24.0. The empirical results from the 376 respondents reveal that digital literacy and information overload affect the perception of shadow labor and also influence the intention to reuse tablet PC ordering services. Furthermore, benefits showed significant moderating effects on these relationships.

• Information Systems Review
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• v.23 no.4
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• pp.165-182
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• 2021

In nowadays, Covid-19 has transformed patterns of consumers' behavior into a non-face-to-face mode. As the patterns of consumption have been digitalized, it has become a daily routine for consumers who perform so-called shadow work, which involves unpaid jobs that they have to do by themselves. In mobile grocery service context, consumers' shadow work could lead to shopping avoidance as well as switching toward other shopping channels. Thus, this study is to examine how consumers' perception of shadow work affect mobile shopping avoidance and switching intention toward other shopping channels. This study collected 283 survey data from online respondents who have experience on subscription services for ordering groceries in online. We also tested our research model by using partial least squares. Based on our results, this study has found that the perception of shadow work had a positive effect on mobile shopping avoidance as well as switching intention. We expect that our findings could contribute to relevant research on shadow work and suggest practical implications for digital platforms dealing with subscription business models

• Knowledge Management Research
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• v.23 no.4
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• pp.21-41
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• 2022

With the development of AI and digital technologies such as big data, metaverse, and the Internet of Things, Robotic Process Automation (RPA) has brought great development and change to companies. Among these realistic industrial areas by RPA, the call center service area, which consists of a combination of complex high-tech systems and professional operation groups, has now reached the stage where AI is conducting counseling. The evolution of this digital transformation has become an important direction of change in the digital-related industry sector. Along with these changes, there have been many changes in the technical stress of the members of the organization within the RPA organization and their solutions. In this study, the representative psychological mechanisms were presented as Digital Shadow Work (DSW), expressed as 'unpaid work', and Organizational Citizenship Behavior (OCB), which is 'an act that helps organizations other than their duties'. This study theoretically contributes to the extension of the DSW concept to the organizational members.

• The Journal of Information Systems
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• v.31 no.3
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• pp.89-108
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• 2022

Purpose The purpose of this study is to clarify the conceptualizations of mandatory and reward that have come into focus in the definition of digital shadow work. And explore how users in a shared services environment view cost and coercion from the perspective of digital shadow work. Design/methodology/approach We conducted one-on-one interviews with 4 participants, with each interview being an average of 25 minutes. Based on literature review, stakeholder observation, and interviews on digital shadow work so far, very objective results can be derived through triangulation based on the basis of multiple sources. Findings According to the results of the preliminary study, there are some rewards for each type of digital shadow work, but time saving and service convenience are considered more than financial rewards. Unfair demands in determining whether to implement them in consideration of the difficulty and expected benefits of the demanding digital work can cause dissatisfaction with the service. Academic implications and future research directions are also discussed.

• Knowledge Management Research
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• v.20 no.2
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• pp.183-195
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• 2019

The objective of this paper is to present how to use Grounded Theory Methodology for conducting a literature review that produces new insights and conceptualizations. In this paper, we have employed Wolfswinkel et al.(2013)'s method, which is called by Grounded Theory Literature-Review Method, for a rigorous literature review. We have utilized this method to capture the concept and insights of individuals' shadow wok in digital environments. By analyzing the relevant literature based on Wolfswinkel et al.'s guide, we have extracted 73 codes in the coding steps and finally showed 12 categories by incorporating similar concepts from those codes. Based on the categories, we end this paper by developing the academic definitions of shadow work in digital environments.

• The Journal of Information Systems
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• v.30 no.1
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• pp.105-121
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• 2021

Purpose Today, through digital services, many people enjoy a conveient and comfortable life. Nevertheless, it is easy to find people in our daily lives who are buried in work without any payment that we did not do before digital services. Such un-payed works under digital environment are called digital shadow works. The purpose of this study is to classification and dynamics of digital shadow works and to suggest research direction. Design/methodology/approach Based on two dimension, voluntary participation ('should' type and 'want' type) and work orientation (management-operation), digital shadow works were classified into four categories - chore, makeup, routine, and quest. Findings In digital shadow work there are four types of dynamics - routine and quest, makeup and chore, makeup and quest, and quest and actions in offline. According to the classification and analysis of dynamics, three research directions in digital shadow work are suggested and discussed- digital shadow works operation mechanism considering dynamics, expansion of existing user theories based on survey method by digital shadow works and social influences by digital shadow works.