service ecosystems
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2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jennifer Chandler ◽  
Atul Teckchandani

Purpose Because of the increasing importance of access over ownership, the purpose of this paper is to propose a service ecosystem perspective to help managers navigate hypercompetition. With the rise of cloud-based services and the ongoing recovery from the COVID-19 pandemic, the global economy has shifted toward hypercompetition, a state characterized by organizational advantages that are rapidly created and then destroyed by intense competitive moves. Because advantages are quickly eroded, organizations must be aggressive in the number of actions they take and the speed with which they execute these actions. The service ecosystem perspective focuses on relationships that allow organizations to jointly adjust to one another and to their environment. Design/methodology/approach This paper first reviews traditional strategies for navigating hypercompetition. Then, it presents an explanation of the service ecosystem perspective. Finally, the three north stars and media examples are provided. Findings The service ecosystem perspective asserts “north stars” that can guide managerial decision-making in hypercompetitive environments. These north stars are: cultivate system norms, facilitate feedback loops and embrace servitization. Originality/value In today’s world, organizations are increasingly seeking access to resources instead of ownership of them. The proposed approach suggests that, rather than an organization owning the resources it needs to achieve advantages, organizations are increasingly relying on accessing resources by coordinating with other organizations to draw upon the resource(s) as needed, without incurring the additional burdens of ownership. Examples from the media industry are used to illustrate the three north stars of the service ecosystems perspective.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bo Edvardsson ◽  
Bård Tronvoll

Purpose The paper aims to conceptualize how behavioral shifts in times of crisis drive the transformation of value co-creation. Design/methodology/approach Referencing two empirical contexts, the paper explores how digital service platforms facilitate changes in actors’ mental models and institutional arrangements (legal, social, technological) that drive transformation of value co-creation in service ecosystems. Findings The proposed conceptual framework contributes to existing research by identifying micro-level changes in actors’ mental models and macro-level changes in institutional arrangements enabled by digital service platforms in service ecosystems. In particular, the framework identifies motivation, agility and resistance as moderators of behavioral shifts in times of crisis. This account offers a finer-grained theorization of the moderating factors and underlying mechanisms of service ecosystem transformation but does not extend to the ensuing “new normal.” Practical implications The proposed framework indicates how digital platforms support shifts in actors’ behavior and contribute to the transformation of value co-creation. While the enablers are situation-specific and may therefore vary according to the prevailing conditions, the actor-related concepts advanced here seem likely to remain relevant when analyzing the transformation of value co-creation in other crisis situations. Originality/value The new conceptual framework advanced here clarifies how behavioral shifts during a crisis drive the transformation of value co-creation and suggests directions for future research.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Reinhard E. Kunz ◽  
Alexander Roth ◽  
James P. Santomier

PurposeElectronic Sports (eSports) is an emerging sector of the sports and entertainment industry experiencing an accelerated increase in consumer and sponsor demand. This paper aims to study selected cases of eSports service ecosystems, to identify similarities and differences and to understand the different roles, relationships and multiple interactions of actors involved in value co-creation processes.Design/methodology/approachThis empirical paper follows the service-dominant logic to highlight value creation. Based on the sport value framework, an organizing logic for the actors in sports-related ecosystems to exchange service and co-create value, the authors apply the conceptualization of an eSports service ecosystem framework in which actors create value through their interactions. A case study approach was applied to qualitatively describe two cases of value co-creation by multiple actors during three eSports events. Case study 1a is the 2019 League of Legends World Championship Finals in Paris. Case study 1b is the 2020 League of Legends World Championship Finals in Shanghai. Case study 2 is the BLAST Premier Counter-Strike: Global Offensive Global Final 2020, which was entirely virtual.FindingsThe outcome is an empirically investigated conceptual framework of multiple actors co-creating value within a service ecosystem in eSports. The insights of the cases explain how actors interact with each other and co-create value during events in eSports ecosystems. The cases illustrate interactions in the context of eSports where the actors are connected within ecosystems. This enables further development of a value co-creation concept and a better understanding of value co-creation in eSports.Originality/valueThis study contributes to research by explicating a theoretically grounded framework for eSports service ecosystems based on empirical evidence. This research extends the scope of value co-creation beyond the firm–customer dyad to a service ecosystem in eSports, demonstrating the dynamic interactions of multiple actors.


2021 ◽  
pp. 027614672110543
Author(s):  
Melissa Archpru Akaka ◽  
Stephen L. Vargo ◽  
Angeline Nariswari ◽  
Matthew O'Brien

Macromarketing is often contrasted with micro-views of dyadic relationships, such as firm/customer interactions and transactional exchange. However, developing solutions for “wicked” social problems that are often viewed through a macro lens requires an approach that considers multiple perspectives at aggregated levels of interaction. We propose a framework for bridging the micro-macro divide by applying a metatheoretical lens, based on service-dominant logic and its service-ecosystems view. This approach highlights the importance of studying value cocreation practices as a microfoundation of macrostructures and highlights the need for studying institutions and institutional arrangements at varying levels of granularity. We argue for consideration of a meso-level, which is conceptually nested between micro-actions and macro-structures and allows researchers to investigate the emergence of markets as institutionalized, and potentially sustainable solutions. Exploring multiple levels of interaction can aid researchers and practitioners in understanding the complexity of wicked problems and cocreating solutions for major societal challenges faced in the world today.


2021 ◽  
Author(s):  
◽  
Hamish Simmonds

<p>The service ecosystem concept is becoming an influential unit of analysis and set of assumptions describing a systemic, processual and institutional view of service and exchange. This thesis critiques this set of assumptions and the resulting construction of service ecosystems. The critique forms the first of a three-stage approach to metatheorising underpinning this thesis. At the core of this critique is the issue of conflation, which is aligned with the sociological frameworks and underlying assumptions informing this literature. Conflation collapses the multi-levelled and dimensional complexity of the structure of service ecosystems and leaves it devoid of its cumulative organising and effects played out across time.  Following the critique, the thesis pursues two objectives. Firstly, a conceptualisation is developed which offers an overarching lens, connecting a critical realist and emergentist social ontology to an analytical framework and a process of theorising built on reconceptualising the constitution of service ecosystems. Secondly, the thesis undertakes an empirical study to actualise this lens, aiming to develop new theoretical insight and sources of explanation of how service ecosystems’ experience change and stability in developing through time. The thesis undertakes an embedded case study of ICT and digital reform in the New Zealand public sector and the enterprise services market, representing government agencies and service providers as a service ecosystem. The intensive case study provides an exploratory and illustrative setting in which to apply the metatheoretical and analytical framework and offers empirically informed mechanisms as theoretical propositions regarding the changing nature of the service ecosystem.  The findings reveal four key mechanisms; compression, modes of alignment, ecotonal coupling and refraction. These mechanisms provide insight into the changing composition of the structure of the service ecosystem, the relationships of compatibility, tensions and complementarity between structures, the generative nature of emerging boundaries, and the role of history and layered organisation in shaping the trajectory of the service ecosystem. These mechanisms, informed by the overarching lens, contribute to overcoming conflation by establishing emergent relationality and a processual intertwining of being and becoming. These become the basis of multi-levelled, multi-dimensional complexity and cumulative organising. These foundations then allow the reconceptualising of change, coevolution and boundaries as important structural features. Finally, the under-theorised roles of stability and change, history, process, time and space are informed by these findings. Subsequently, this thesis contributes to: the need for further interconnected metatheoretical and midrange theoretical work investigating how service ecosystems adapt and evolve; the call to strengthen the metatheoretical and critical orientations and foundations of theories in marketing and service research; the critique of sociological frameworks and their theory-laden answers to the constitution of the social world and the terms on which it is to be researched and explained.</p>


2021 ◽  
Author(s):  
◽  
Hamish Simmonds

<p>The service ecosystem concept is becoming an influential unit of analysis and set of assumptions describing a systemic, processual and institutional view of service and exchange. This thesis critiques this set of assumptions and the resulting construction of service ecosystems. The critique forms the first of a three-stage approach to metatheorising underpinning this thesis. At the core of this critique is the issue of conflation, which is aligned with the sociological frameworks and underlying assumptions informing this literature. Conflation collapses the multi-levelled and dimensional complexity of the structure of service ecosystems and leaves it devoid of its cumulative organising and effects played out across time.  Following the critique, the thesis pursues two objectives. Firstly, a conceptualisation is developed which offers an overarching lens, connecting a critical realist and emergentist social ontology to an analytical framework and a process of theorising built on reconceptualising the constitution of service ecosystems. Secondly, the thesis undertakes an empirical study to actualise this lens, aiming to develop new theoretical insight and sources of explanation of how service ecosystems’ experience change and stability in developing through time. The thesis undertakes an embedded case study of ICT and digital reform in the New Zealand public sector and the enterprise services market, representing government agencies and service providers as a service ecosystem. The intensive case study provides an exploratory and illustrative setting in which to apply the metatheoretical and analytical framework and offers empirically informed mechanisms as theoretical propositions regarding the changing nature of the service ecosystem.  The findings reveal four key mechanisms; compression, modes of alignment, ecotonal coupling and refraction. These mechanisms provide insight into the changing composition of the structure of the service ecosystem, the relationships of compatibility, tensions and complementarity between structures, the generative nature of emerging boundaries, and the role of history and layered organisation in shaping the trajectory of the service ecosystem. These mechanisms, informed by the overarching lens, contribute to overcoming conflation by establishing emergent relationality and a processual intertwining of being and becoming. These become the basis of multi-levelled, multi-dimensional complexity and cumulative organising. These foundations then allow the reconceptualising of change, coevolution and boundaries as important structural features. Finally, the under-theorised roles of stability and change, history, process, time and space are informed by these findings. Subsequently, this thesis contributes to: the need for further interconnected metatheoretical and midrange theoretical work investigating how service ecosystems adapt and evolve; the call to strengthen the metatheoretical and critical orientations and foundations of theories in marketing and service research; the critique of sociological frameworks and their theory-laden answers to the constitution of the social world and the terms on which it is to be researched and explained.</p>


2021 ◽  
Vol 11 (23) ◽  
pp. 11418
Author(s):  
Jürg Meierhofer ◽  
Lukas Schweiger ◽  
Jinzhi Lu ◽  
Simon Züst ◽  
Shaun West ◽  
...  

The goal of this paper is to further elaborate a new concept for value creation by decision support services in industrial service ecosystems using digital twins and to apply it to an extended case study. The aim of the original model was to design and integrate an architecture of digital twins derived from business needs that leveraged the potential of the synergies in the ecosystem. The conceptual framework presented in this paper extends the semantic ontology model for integrating the digital twins. For the original model, technical modeling approaches were developed and integrated into an ecosystem perspective based on a modeling of the ecosystem and the actors’ decision jobs. In a service ecosystem comprising several enterprises and a multitude of actors, decision making is based on the interlinkage of the digital twins of the equipment and the processes, which is achieved by the semantic ontology model further elaborated in this paper. The implementation of the digital twin architecture is shown in the example of a manufacturing SME (small and medium-sized enterprise) case that was introduced in. The mixed semantic modeling and model-based systems engineering for this implementation is discussed in further detail in this paper. The findings of this detailed study provide a theoretical concept for implementing digital twins on the level of service ecosystems and integrating digital twins based on a unified ontology. This provides a practical blueprint to companies for developing digital twin based services in their own operations and beyond in their ecosystem.


2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nasrin Razi ◽  
Asghar Moshabaki ◽  
Hamid Khodadad Hosseini ◽  
Asadollah Kordnaeij

Purpose The purpose of this study is to develop a model for business to business salesperson performance (SP) with a service ecosystems perspective. Design/methodology/approach To achieve the research aims, classical grounded theory was used. The data was gathered through in-depth interviews with 20 sales managers and main sales actors. Findings After coding and analyzing the data, salesperson institutional performance is introduced as a core category including three main dimensions of regulative, normative and cognitive-cultural performance. Multi-level factors determining SP are identified and performance results are introduced in a multi-level long term way. The sales actors, macro variables, actors’ orientations and sales method are introduced as circumstances, while salesperson stressors are presented as covariants deterring the fulfillment of salesperson’s activities. Originality/value This study focuses on the contributions of the salesperson in the alignment of institutional arrangements or the results of their being institutionalized, as well as determining the factors and variables affecting it.


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