The role of shared intentions in the emergence of service ecosystems

Taillard, Marie; Peters, Linda D.; Pels, Jaqueline; Mele, Cristina

doi:10.1016/j.jbusres.2016.02.030

Cited by 139 publications

(128 citation statements)

References 33 publications

Supporting

Mentioning

127

Contrasting

Order By: Relevance

“…Building on extant research on customer engagement (cf., Brodie et al, 2011), Storbacka et al (2016) conceptualize actor engagement as a microfoundation for value cocreation, and they suggest that actor engagement is a prerequisite for resource integration -and thus for value cocreation. This perspective is echoed by Taillard et al (2016), who suggest that interactions between actors are necessary for shared intentions between actors to emerge, something which in turn is required for ecosystemlevel emergence. Hence, this paper hypothesizes that 'engaging with other actors' is a necessary capability for the focal actor to influence the service ecosystem.…”

Section: Dynamic Capabilities Driving Service Ecosystem Changementioning

confidence: 99%

Game-changers: dynamic capabilities’ influence on service ecosystems

Nenonen

Gummerus

Sklyar

2018

JOSM

View full text Add to dashboard Cite

Purpose -Service-dominant logic acknowledges that actors can influence how service ecosystems evolve through institutional work, but empirical research is only nascent. This paper advances understanding of ecosystem change by proposing that dynamic capabilities are a special type of operant resources enabling actors to conduct institutional work. Consequently, the purpose of this paper is to explore which dynamic capabilities are associated with proactively influencing service ecosystems.Design/methodology/approach -Drawing on service-dominant logic, institutional work, and dynamic capabilities, this exploratory study assumes an actor-centric perspective and proposes a conceptual model with a hierarchy of dynamic capabilities as the antecedents for successfully influencing service ecosystems. The research model was tested with survey data using PLS- SEM.Findings -Among the dynamic capabilities studied, 'visioning' and 'influencing explicit institutions' directly affect 'success in influencing service ecosystems', whereas 'timing' does so indirectly through 'influencing explicit institutions'. The other dynamic capabilities studied have no significant effect on 'success in influencing service ecosystems'. 'Success in influencing service ecosystems' positively affects the 'increased service ecosystem size and efficiency'.Practical implications -In addition to reactively positioning and competing at the marketplace, firms can choose to proactively influence their service ecosystems' size and efficiency. Firms aiming to influence service ecosystems should particularly develop dynamic capabilities related to visioning, timing, and influencing explicit institutions.Originality/value -This research is the first service-dominant logic investigation of the linkage between the actors' dynamic capabilities and their ability to influence service ecosystems.

show abstract

Section: Dynamic Capabilities Driving Service Ecosystem Changementioning

confidence: 99%

Game-changers: dynamic capabilities’ influence on service ecosystems

Nenonen

Gummerus

Sklyar

2018

JOSM

View full text Add to dashboard Cite

show abstract

“…In Peters [53], attention was paid to the distinction between homopathic (summative) and heteropathic (emergent) types of resource integration and their relationships with value co-creation. Taillard et al [61] explained how actors' shared intentions can be emergent properties due to actors' interactions. These interactions can give rise to emergent shared institutions and social structures, resulting in the emergence of a service ecosystem.…”

Section: E M E R G E N C E a N D S E R V I C E S Y S T E M Smentioning

confidence: 99%

“…We analyze: (i) actors' knowledge; (ii) systems' adaptation in context; and (iii) actors' interactions. In particular: (i) the knowledge of single actors in understanding emergence is aligned both the concept of weak emergence [17] and a lack of understanding from Boulding [10]); (ii) the adaptation traits of systems are also related to selforganization toward the emergence of a new order [28] in terms of context (institutions and networks) reconfiguration [12]; and (iii) the interactions of actors (for resource integration and service-for-service exchanges) have been claimed by many authors ( [13], [38], [61], to cite only some of the references). Although it might be argued that there is no one-to-one mapping of these issues with S-D logic concepts, the classification can support the development of considerations for embracing emergence in service systems.…”

Section: Embracing Emergence In Service Systemsmentioning

confidence: 99%

The Role of Emergence in Service Systems

Polese

Sarno

Vargo

2020

Proceedings of the Annual Hawaii International Conference on System Sciences

View full text Add to dashboard Cite

It has been recognized that a service systems perspective, informed by service-dominant logic, provides a dynamic approach for studying value cocreation. According to this view, value is the increase in the viability of the system in which actors co-create value. A construct from systems theory -emergencecan be of particular interest in contributing to and detracting from systems viability. Emergence is related to the nonlinear interactions characterizing systems' elements that can give rise to novel and unpredictable properties not contained in the elements. This paper relates emergence to service systems based on the service-dominant logic and systems theory literature. Such issues can be useful for service science scholars to identify new research avenues for service systems.unpredictable [38]. Thus, emergent properties can result in new opportunities for the development and viability of service systems, but being unexpected (making them a particular case of system change [32]) can also cause them to appear as threats [32]. Thus, emergence should be better understood and embraced.By introducing a focus on the emergent properties of systems, emergence requires a shift systems thinking (the process of thinking using systems ideas [15]). Moreover, many constructs from systems theory (which accept as given the status of systems as things in the world) can be beneficially applied to further delve into emergent properties.After the analysis of the main insights of emergence i n t h e s y s t e m s t h e o r y l i t e r a t u r e ( S e c . 2 ) , a s h o r t overview of service ecosystems and service systems and the importance of emergence to them is provided (Sec. 3); then (Sec. 4), the main issues of emergence from systems theory are related to service systems based on the S-D logic and systems theory literature. These issues --knowledge, adaptation in context, and interactions -can be useful for service scholars to identify new research avenues for service systems, these latter of which are discussed in Sec. 5. Emergence and systems theoryThe word "system" has Greek roots and means "organized whole". A system can be conceived as "elements in standing relationship" [69], emphasizing the way in which the relationships between the elements are organized and thus the role of every element in such organizations.Emergence is an important aspect of systems. Although multiple definitions and perspectives on emergence have been provided in the literature, irreducibility seems to be the common denominator, implying that emergent properties have no meaning (or, in other words, cannot be reduced) at the level of the systems' elements [46]. Thus, in ecology, "cloud streets" and "sand ripples" have been considered examples of manifestations of emergent properties. Another common example is water, which shows the wetness property not reducible to the single atoms of

show abstract

“…It follows that actor's ability to access, adapt and integrate resources, formed by social context (Edvardsson, Tronvoll, & Gruber, 2011;Akaka & Vargo, 2015), influences value creation in service ecosystems. Therefore, it worth noting that the shaping of service ecosystems follows "an emergent process in which individual and collective agency, together with the institutional arrangements of the social system in which they operate, are mutually constitutive entities of that system" (Taillard, Peters, Pels, & Mele, 2016).…”

Section: Service Ecosystems Viewmentioning

confidence: 99%

Defining Health Service Eco-System “Infection”: A Critical Analysis of Patient Surveys

Ciasullo¹,

Troisi²,

Cosimato³

et al. 2018

IJBM

View full text Add to dashboard Cite

Purpose -This paper focuses on the analysis of the most common tools that health care organizations use to assess the quality of the delivered services, the patient surveys. In line with the results of a systematic literature review on the issue, the study embraces service ecosystem perspective to understand why these surveys are unable to grasp actors' disposition to co-create value for the health care system.Methodology -An in-depth literature review based on PRISMA framework explored 34 works on the topic of patient surveys in order to trace the evolution of the relationship users/providers and to highlight the criticalities related to the adoption of patient surveys in service-oriented era. The study discusses critically their efficacy to understand how they can affect (positively or negatively) the viability of a health care service eco-system.Findings -The literature review highlights patient surveys inability in grasping the real perception that patients have of experienced services and in involving them in value co-creation, through their engagement in service design and delivery. Moreover, the results reveal the need to adopt Service Dominant (S-D) Logic and service eco-system perspective to reread the traditional tools to measure quality in healthcare. For this reason, the metaphor of health service eco-system "infection" is launched, depicting the negative influence of patient satisfaction surveys on value co-creation and the subsequent service eco-system viability.Practical implications -The study shows that assuming a service eco-system perspective based on S-D logic, health care system should boost and preserve value co-creation processes. Moreover, institutions should foster those "rules of the game" that institutionalize the contribution of health providers to value co-creation, defining specific strategies to avoid the "infections" of health care service eco-system, e.g. investing and promoting non-detrimental tools.Originality -This study represents one of the first attempts to reread the tools used to assess patient embracing a service eco-system perspective. Interesting implications have been presented in terms of the negative effect that traditional assessment tools have on providers, patients and the whole society.

show abstract

The role of shared intentions in the emergence of service ecosystems

Cited by 139 publications

References 33 publications

Game-changers: dynamic capabilities’ influence on service ecosystems

Game-changers: dynamic capabilities’ influence on service ecosystems

The Role of Emergence in Service Systems

Defining Health Service Eco-System “Infection”: A Critical Analysis of Patient Surveys

Contact Info

Product

Resources

About