Generic filters
Exact matches only
Filter by content type

Prof. Dr. Christoph Peters

Büro 52-6010
Müller-Friedberg-Strasse 6/8
9000 St. Gallen
+41 71 224 3717


  • Hybride Intelligenz
  • KI- und sprachbasierte Bots, RPA, BI
  • Dienstleistungen und Geschäftsprozesse
  • Ko-Kreation für digitale Dienstleistungsinnovationen
  • Organisationen von Morgen: Architekturen, Plattformen, Agilität
  • Digitale und agile Arbeit, u.a. Crowdwork
  • Soziotechnische Systeme und Menschzentrierung
  • Start-ups, Unternehmertum und Geschäftsmodelle
  • Domänen: IT, IT Supply Chain, eHealth, Smart City
  • Forschungsgebiete

  • Hybride Intelligenz
  • Dienstleistungen und Geschäftsprozesse
  • Organiationen der Zukunft: Architekturen, Plattformen, Agilität
  • Soziotechnische Systeme und Menschzentrierung
  • Ko-Kreation für Dienstleistungsinnovationen, Geschäftsmodelle, Start-ups
  • Publikationen

    Some classes of person-oriented services such as healthcare services require individualization to be effective. Individualizing services and corresponding patient pathways are costly. To provide such services in an individualized, but also efficient manner, service modularization is known as a solution. Until now, modularization parameters that take healthcare specificities into account are missing. This paper closes this gap. Following a design science research approach, we iteratively build and evaluate a set of healthcare-specific modularization parameters. For requirements elicitation, refinement of the modularization parameters and their evaluation, we conduct interviews with domain experts from patient pathways in oncology care as well as with service design and business development experts. As main theoretical contribution, this paper provides design knowledge for the modularization of healthcare services. For practice, the set of parameters assists healthcare providers in the efficient provision of individualized, patient-centric solutions and patient pathways.

    Agile IT projects need employees who not only follow agile structures but have a specific attitude called the agile mindset. While the relevance of the agile mindset is clear, findings on when it can be developed, are very limited. Stable personality traits, like the big five, influence attitude. Providing how these traits interact with the agile mindset gives orientation regarding in which cases an agile mindset is more trainable than in other cases. To investigate these relationships, we conducted an online survey with 327 students of a project management lecture. As a result of our SEM and QCA analysis, we found three combinations of personality traits that influence the agile mindset including different extents of conscientiousness, openness, agreeableness and neuroticism. We deepen and extend the theory around the agile mindset and enable practitioners to choose data-driven cases for development activities. Limitations and future research based on these results are given.

    Recently, businesses are introducing low-code development platforms (LCDP) that enable employees with little to no development expertise to develop their own systems to improve their work. These so-called business unit developers (BUDs) possess necessary domain knowledge to understand how to use LCDPs to create useful (self-) services. Using job resource demand theory and the job crafting model, we conceptualize that BUDs use of LCDPs can be framed using the theoretical lens of job crafting. Job crafting stems from vocational psychology and provides well-researched positive consequences, such as wellbeing and meaningfulness. Thus, our research objective is to understand how BUDs can use LCDPs to job craft to gain access to positive job crafting consequences. We interviewed 17 experts across three organizations that employ an LDCP for chatbots. Our results suggest that job crafting is a suitable framework for understanding the effects of LCDP use.

    The potentials of artificial intelligence (AI) are manifold and their discussion has gained momentum in research and practice. In the same realm, AI also raises fears among employees of being replaced by AI technologies and, therefore, shying away from using it. Generally, employees want to be empowered to do their job and seek both more responsibility, as well as make their own decisions. In this paper, we conduct a systematic literature review that investigates the current state of the literature on the potential empowering effects of AI-based human-machine behavior. We thus sorted the literature into three behavioral categories: humans shape machine behavior, machines shape human behavior, human-machine co-behavior and crossed them with psychological empowerment dimensions of significance, competence, self-determination, and influence. Our results show corresponding literature streams and provide future research directions in a field that is likely to disrupt the way we work in the future.

    Viele Innovationen aus Forschungs- und Entwicklungsprojekten scheitern in der Praxis, da die Beteiligten nicht von Anfang an bzw. nicht ausreichend involviert werden. Um diesem Problem entgegenzuwirken, bietet sich das Anwenden der LabTeam-Methode an, die im Zuge des Forschungsprojekts HISS entwickelt und erprobt wurde. Diese adressiert das nicht ausreichende Berücksichtigen des Wandels der Arbeit und die mangelhafte Involvierung der Beteiligten. Dieser Beitrag stellt diese Methode dar und stellt handlungsweisende Richtlinien vor.

    Wissenschaftlicher Artikel
    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 outlined

    In our digital world, all companies need IT support. The IT support staff is under high pressure solving user-based issues and facing an increase of heterogeneous systems. Hybrid intelligence could solve many issues due to the combination of machine power and the individual strengths of humans. As a part of a bigger design science research project, this paper derives requirements for an IT support system based on hybrid intelligence (ISSHI). 17 requirements from the literature and 21 requirements from 24 indepth interviews with IT support managers and support-agents from three different companies have been derived. These were evaluated and refined with a second interview series of five IT support stakeholders that led to a total of 24 consolidated requirements. Finally, these requirements were used to inform a system architecture for an ISSHI. This architecture shall serve as a foundation for future research directions regarding hybrid intelligence in IT support.

    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.

    Die Verbindung von menschlicher und künstlicher Intelligenz, die wir hybride Intelligenz (HI) nennen, soll Mitarbeitende im IT-Support entlasten und unterstützen. In diesem Beitrag gestalten wir nutzungszentriert eine HI-basierte Dienstleistung am Beispiel des IT-Supports. Wir beginnen mit einer Problemidentifizierung am Beispiel von drei unterschiedlich groß aufgestellten Unternehmen. Basierend auf diesen identifizierten Herausforderungen des IT-Supports wurden die Interaktionen während der Dienstleistungserbringung zwischen allen Beteiligten (Mitarbeitende, Kund:innen und System) nutzungszentriert neu gestaltet.



    Data-Driven Service Design and Management

    Agile Service Innovation and Design

    Business Innovation II - Unternehmen gestalten und digital transformieren


    EU-Projekt "Active Retiree and Golden Workers Gate (ActGo-Gate)" -

    13. Internationale Tagung Wirtschaftsinformatik (WI 2017) -

    International Postdoctoral Fellowship des Grundlagenforschungsfonds der Universität St. Gallen (GFF-IPF) - Link zum Stipendium

    Future Organization Report 2019: 

    Future Organization Report 2020: 

    Future Organization Report 2021: 


    Praxiserfahrung seit 2001, u.a. SAP (2002-2008), eigene Gründungserfahrung (seit 2013) und Beiratstätigkeiten (seit 2015)


    - documenta Wissensspeicher - Top 100 Ideen für die Welt von morgen, documenta 15, Beitrag: Lumbung and AI for Hybrid Intelligence Service Support (2022)

    - AIS Distinguished Member cum Laude,  (2022)

    - Distinguished Recognition Award for Service Innovation, ISSIP (2022)

    - VHB Nachwuchspreis 2022, Finalist und einzige WKWI-Nominierung, (2022)

    - Celonis Process Mining Centre of Excellence, als Teil des IWI-HSG (2021)

    - Wirtschaftswoche BWL-Forscher-Ranking, “Top 100 Unter 40”, Platz 48 (2020)

    - Wirtschaftswoche BWL-Forscher-Ranking, “Top 100 Unter 40”, Platz 85 (2019)

    - Best Paper Nomination auf der Hawaii International Conference on System Sciences (2019)

    - Excellence in Service Innovation Award, ISSIP, Kategorie "Impact to Society" (2018)

    - "Most Innovative RIP Paper" Nominierung auf der 38. International Conference on Information Systems in Seoul, South Kore (2017)

    - AIS Doctoral Student Service Award (inaugural winner) auf der 36. International Conference on Information Systems in Fort Worth, Texas, USA (2015)

    - Best Paper Nomination auf der 48. Hawaii International Conference on System Sciences 

    - Doctoral Consortium der 21. European Conference on Information Systems (1 Teilnehmender pro Universität, insgesamt 20 Teilnehmende weltweit) 

    - Academic Excellence Award, Queensland University of Technology (2010)

    - Stipendien: German Academic Exchange Service (DAAD), e-fellows


    - AIS SIG Services, gewählter Präsident seit 2021, davor Vorstandsmitglied seit 2018

    - Association for Information Systems (AIS), Swiss and German Chapter of the AIS

    - Verband der Hochschullehrer für Betriebswirtschaftslehre e.V. (VHB), Wissenschaftliche Kommissionen Wirtschaftsinformatik (WKWI) und Dienstleistungsmanagement (WKDLM) des VHB

    - Gesellschaft für Informatik (GI), GI-Fachgruppe Digital Health, Ko-Leiter des Clusters “Patient-Centered IS”

    - Die Wirtschaftsinformatik e.V.


    - AOM

    - AbsolventUM e.V.

    - Deutscher Akademischer Austauschdienst (DAAD) Alumni 

    - HSG Alumni

    Editorial Board

    Communications of the Association of Information Systems (CAIS)