ICTS and engagement platforms in resource integration: threat or opportunity for value co-creation?

Titolo Rivista ESPERIENZE D'IMPRESA
Autori/Curatori Orlando Troisi, Carlo Alessandro Sirianni, Antonella Monda, Mara Grimaldi
Anno di pubblicazione 2018 Fascicolo 2017/1
Lingua Inglese Numero pagine 25 P. 99-123 Dimensione file 308 KB
DOI 10.3280/EI2017-001005
Il DOI è il codice a barre della proprietà intellettuale: per saperne di più clicca qui

Qui sotto puoi vedere in anteprima la prima pagina di questo articolo.

Se questo articolo ti interessa, lo puoi acquistare (e scaricare in formato pdf) seguendo le facili indicazioni per acquistare il download credit. Acquista Download Credits per scaricare questo Articolo in formato PDF

Anteprima articolo

FrancoAngeli è membro della Publishers International Linking Association, Inc (PILA)associazione indipendente e non profit per facilitare (attraverso i servizi tecnologici implementati da CrossRef.org) l’accesso degli studiosi ai contenuti digitali nelle pubblicazioni professionali e scientifiche

Based on the relevance of ICTs in actor engagement, current work aims at exploring the role of engagement platforms in fostering value co-creation and service improvement. According to Service-dominant logic and Service ecosystems view, TheFork - an application for restaurant booking - is reinterpreted as a service ecosystem embedded in a broader ecosystem. Some key dimensions of TheFork as a service ecosystem (actors, technology, resource integration, institutions) are proposed and then employed as macro-areas for the elaboration of an interview administered to a sample of restaurateurs in Salerno, Italy. Therefore, the key dimensions of the platform and the potential interaction among these elements for co-creating new values and new service features are analysed. The results of the empirical research reveal the lack of the adoption of an all-encompassing and strategic use and management of TheFork as a key lever fostering value co-creation and service improvement. Moreover, resource integration is prevented due to user’s and provider’s negative attitude that can be redefined as an antecedent of co-destruction behaviours. The identification of the main co-creation practices involved in the use of TheFork can contribute to the development of both ICTs and service research. The adoption of a meta-level (analysis of the single elements and of the interactions among them) can lead to bridge the gap between theory and practice in the study of real value co-creation activities. Additionally, detecting the existence of co-destruction practices can establish a research agenda for further studies analysing the difference between value co-creation and co-destruction and the main factors obstructing value co-creation.

Keywords:Service-dominant logic, service ecosystems, ICTs, value co-creation, institutions, technology, resource integration.

  1. Barile S., Tommasetti A., Troisi O., Vesci, M. (2016). Le destinazioni balneari: un modello integrato per lo studio della fidelizzazione del segmento turistico giovanile. Sinergie Italian Journal of Management, 99: 293-319.
  2. Ben Letaifa S. (2015). How to strategize smart cities: Revealing the SMART model.
  3. Journal of Business Research, 68(7): 1414-1419. Botti A., Grimaldi M., Monda A., Vesci M. (2017). Technology innovation, user generated
  4. content e customer satisfaction: quali opportunità di value co-creation?. In: Value cocreation: le sfide d i management per le imprese e per la società. Università di Napoli Federico II, 15-16 giugno.
  5. Breidbach F., Brodie C.R., Hollebeek L. (2014). Beyond virtuality: from engagement platforms to engagement ecosystems. Managing Service Quality, 24(6): 592-611.
  6. Breidbach C.F., Maglio P.P. (2016). Technology-enabled value co-creation: An empirical analysis of actors, resources, and practices. Industrial Marketing Management, 56: 73-85.
  7. Breidbach C.F., Brodie R.J. (2017). Engagement platforms in the sharing economy: conceptual foundations and research directions. Journal of Service Theory and Practice, 27(4).
  8. Caputo F., Walletzky L., Stepanek P. (2018). How smart technologies and big data affect systems’ lives? Conceptual reflections on the Smart City’ ecosystem. In: Barile S., Espejo R., Perko I., Saviano M. (eds.). Cybernetics and Systems. Social and Business Decisions. London: Giappichelli-Routledge, pp. 256-260.
  9. Caputo F., Walletzky L., Mouzhi G. (2017). Modelling the service value chain for Smart city. In: IDIMT 2017: Interdisciplinary Information Management Talks. Podebrady, Czech Republic, September 6-8.
  10. Carayannis E.G., Caputo F., Del Giudice M. (2017). Technology transfer as driver of smart growth: A Quadruple/Quintuple innovation framework approach. In: Vrontis S., Weber T., Tsoukatos E. (Eds.). Global and national business theories and practice: bridging the past with the future. Cyprus: EuroMed Pres, pp. 295-315.
  11. Cha M., Kwak H., Rodriguez P., Ahn Y.Y., Moon S. (2007). I tube, you tube, everybody tubes: analysing the world’s largest user generated content video system. In: Proceedings of the 7th ACM SIGCOMM conference on Internet measurement, 2007, ACM, New York, pp. 1-14.
  12. Chakrabarti A., Ramaswamy V. (2014). Re-thinking the concept of surplus: Embracing cocreation experiences in economics. The BE Journal of Economic Analysis & Policy, 14(4): 1283-1297.
  13. Chandler J.D., Vargo S.L. (2011). Contextualization and value-in-context: How context frames exchange. Marketing theory, 11(1): 35-49.
  14. Chesbrough H., Spohrer J. (2006). A research manifesto for services science. Communications of the ACM, 49(7): 35-40.
  15. Coleman J. (1990). Foundations of social theory. Cambridge: Belknap.
  16. Corbetta P. (1999). Metodologia e tecniche della ricerca sociale. Bologna: il Mulino.
  17. Cuomo M. T., Tortora D., Festa G., Giordano A., Metallo, G. (2016a). Exploring consumer insights in wine marketing: An ethnographic research on# Winelovers. Psychology & Marketing, 33(12): 1082-1090.
  18. Cuomo M. T., Ceruti F., Mazzucchelli A., Di Gregorio A., Tortora D., Metallo G. (2016). Total e-customer experience and social commerce. An exploratory survey on the Italian managerial perspective. In: Proceedings of the 2016 Global Marketing Conference at Hong Kong: pp. 1282-1298.
  19. Daugherty T., Eastin M.S., Bright L. (2008). Exploring consumer motivations for creating user-generated content. Journal of interactive advertising, 8(2): 16-25.
  20. Echeverri P., Skålén P. (2011). Co-creation and co-destruction: A practice-theory based study of interactive value formation. Marketing theory, 11(3): 351-373. Edvardsson B., Tronvoll B., Gruber T. (2011). Expanding understanding of service exchange and value co-creation: a social construction approach. Journal of the Academy of Marketing Science, 39(2): 327-339.
  21. Eisenhardt K.M. (1989). Building theories from case study research. Academy of Management Review, 14(4): 532-550.
  22. Feagin J., Orum A., Sjoberg G. (1991). A case for case study. Chapel Hill: University of North Carolina Press.
  23. Frow P., McColl-Kennedy J.R., Payne A. (2016). Co-creation practices: Their role in shaping a health care ecosystem. Industrial Marketing Management, 56: 24-39.
  24. Frow P., Nenonen S., Payne A., Storbacka K. (2015). Managing co-creation design: A strategic approach to innovation. British Journal of Management, 26(3): 463-483.
  25. Glushko R.J. (2014). The discipline of organizing. Core Concepts Edition. Sebastopol: O’Reilly Media.
  26. Granovetter M. (1985). Economic action and social structure: The problem of embeddedness. American journal of sociology, 91(3): 481-510.
  27. Gretzel U., Sigala M., Xiang Z., Koo C. (2015), Smart tourism: foundations and developments. Electronic Markets, 25(3): 179-188.
  28. Gummesson E. (2008). Extending the service-dominant logic: from customer centricity to balanced centricity. Journal of the Academy of Marketing Science, 36(1): 15-17.
  29. Hedström P., Swedberg R.(1998). Social mechanisms: An analytical approach to social theory. New York: Cambridge University Press.
  30. Inman J.J. (2007). Regret regulation: disentangling self-reproach from learning. Journal of Consumer Psychology, 17(1): 19-24.
  31. Lee S.M., Olson D.L., Trimi S. (2012). Co-innovation: convergenomics, collaboration, and co-creation for organizational values. Management Decision, 50(5): 817-831.
  32. Lusch R.F., Nambisan S. (2015). Service innovation: A service-dominant logic perspective. MIS Quarterly, 39(1): 155-175.
  33. Davis L.E., North D. C., Smorodin C. (1971). Institutional change and American economic growth. Cambridge: Cambridge University Press.
  34. Barile S., Ciasullo M. V., Troisi, O., Sarno, D. (2017). The role of technology and institutions in tourism service ecosystems: Findings from a case study. TQM Journal, 29(6): 811-833.
  35. Arthur W.B. (2009). The nature of technology: What it is and how it evolves. New York: Free Press.
  36. Akaka M.A., Vargo S.L., Lusch R.F. (2013). The complexity of context: A service ecosystems approach for international marketing. Journal of Marketing Research, 21(4): 1-20.
  37. Akaka M.A., Vargo S.L. (2015). Extending the context of service: from encounters to ecosystems. Journal of Services Marketing, 29(6/7): 453-462.
  38. Addeo F., Montesperelli P. (2007). Esperienze di analisi di interviste non direttive. Roma: Aracne.
  39. Lusch R.F., Vargo S.L. (2006). Service-dominant logic: reactions, reflections and refinements. Marketing theory, 6(3): 281-288.
  40. Lusch R.F., Vargo S.L. (2014). The service-dominant logic of marketing: Dialog, debate, and directions. London: Routledge.
  41. Maglio P.P., Vargo S. L., Caswell N., Spohrer J. (2009). The service system is the basic abstraction of service science. Information Systems and e-business Management, 7(4): 395-406.
  42. McColl-Kennedy J.R., Vargo S.L., Dagger T.S., Sweeney J.C., Kasteren Y. V. (2012). Health care customer value cocreation practice styles. Journal of Service Research, 15(4): 370-389.
  43. Metallo G., Cuomo M. T., Tortora D., Galvin M. (2016). Innovation networks and social enterprises. A social network analysis on Italian social enterprises. Piccola Impresa/Small Business, 3: 33-53.
  44. Montesperelli P. (1998). L’intervista ermeneutica (Vol. 9). Milano: FrancoAngeli.
  45. Nenonen S., Frow P., Payne A. Storbacka K. (2012). Co-creating in actor networks: identifying attractive morphotypes. Paper presented at the Global Marketing Conference, July 19-22, Seoul.
  46. Nenonen S., Storbacka K. (2010). Business model design: conceptualizing networked value co-creation. International Journal of Quality and Service Sciences, 2(1): 43-59.
  47. Normann R. (2001). Rethinking Business. Chichester: Wiley.
  48. Ostrom A.L., Bitner M.J., Brown S.W., Burkhard K.A., Goul M., Smith-Daniels V., Rabinovich E. (2010). Moving forward and making a difference: research priorities for the science of service. Journal of Service Research, 13(1): 4-36.
  49. Plé L., Cáceres R.C. (2010). Not always co-creation: introducing interactional codestruction of value in Service- Dominant Logic. Journal of Services Marketing, 24(6): 430-437.
  50. Prahalad C.K., Ramaswamy V. (2000). Co-opting customer competence. Harvard business review, 78(1): 79-90.
  51. Polese F., Caputo F., Carrubbo L., Sarno D. (2017a). The value (co)creation as peak of social pyramid. In: Russo-Spena T., Mele C. (eds.). Proceedings 26th Annual RESER Conference-What’s ahead in service research: new perspectives for business and society. University of Naples “Federico II”, pp. 1232-1248.
  52. Polese F., Troisi O., Carrubbo L., Grimaldi M., Monda A. (2017b). Technology in value cocreation experiences: how ICTs shape customer activities before, during and after delivery in smart tourism systems. In: Cantino V., Culasso Racca G. (eds). Smart Tourism. Milano: McGraw-Hill, pp. 523-547.
  53. Polese F., Botti A., Grimaldi M., Monda A., Vesci M. (2018). Social Innovation in Smart Tourism Ecosystems: How Technology and Institutions Shape Sustainable Value Co-Creation. Sustainability, 10(1): 140.
  54. Polo Peña A.I., Frías Jamilena D. M., Rodríguez Molina M.Á. (2014). Value co-creation via information and communications technology. The Service Industries Journal, 34(13): 1043-1059.
  55. Ramaswamy V. (2009). Leading the transformation to co-creation of value. Strategy & Leadership, 37(2): 32-7.
  56. Ramaswamy V., Gouillart F. (2010). The power of co-creation. New York: The Free Press.
  57. Rubin H.J., Rubin I.S. (2011). Qualitative interviewing: The art of hearing data. Thousand Oaks: Sage.
  58. Sala E. (2010). L’intervista. In: De Lillo A. (Ed.). Il mondo della ricerca qualitativa. Torino: UTET.
  59. Sawhney M., Verona G., Prandelli E. (2005). Collaborating to create: the Internet as a platform for customer engagement in product innovation. Journal of Interactive Marketing, 19(4): 4-17.
  60. Sciarra E. (1999). Paradigmi e metodi di ricerca sulla socializzazione autorganizzante. Mosciano-Teramo: MEDIA Editrice.
  61. Sigala M. (2012). Web 2.0 and customer involvement in new service development: A framework, cases and implications in tourism. Web, 2: 25-38.
  62. Sigala M. (2015). From demand elasticity to market plasticity: A market approach for developing revenue management strategies in tourism. Journal of Travel & Tourism Marketing, 32(7): 812-834.
  63. Smedlund A., Faghankhani H. (2015)- Platform orchestration for efficiency, development, and innovation. In: System Sciences (HICSS), 2015 48th Hawaii International Conference on. IEEE, pp. 1380-1388.
  64. Smith A.M. (2013). The value co-destruction process: a customer resource perspective. European Journal of Marketing, 47(11/12): 1889-1909.
  65. Spohrer J., Maglio P. P., Bailey J., Gruhl D. (2007). Steps toward a science of service systems. Computer, 40(1).
  66. Spohrer J., Vargo S. L., Caswell N., Maglio P. P. (2008). The service system is the basic abstraction of service science. In: Hawaii International Conference on System Sciences, Proceedings of the 41st Annual, pp. 104-104.
  67. Storbacka K., Frow P., Nenonen S., Payne A. (2012). Designing Business Models for Value Co-Creation. In: Vargo S.L., Lusch R.F. Special Issue – Toward a Better Understanding of the Role of Value in Markets and Marketing, Review of Marketing Research, Volume 9. Emerald Group Publishing Limited, pp.51-78.
  68. Tellis W. (1997). Application of a Case Study Methodology. The Qualitative Report, 3(3): 1-19.
  69. Eisenhardt K.M. (1989). Building theories from case study research. Acad. Manag. Rev., 14: 532-550.
  70. Vargo S.L., Akaka M.A. (2012). Value co-creation and service systems (re) formation: A service ecosystems view. Service Science, 4(3): 207-217.
  71. Vargo S.L., Lusch R.F. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1): 1-17.
  72. Vargo S.L., Lusch R.F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of marketing Science, 36(1): 1-10.
  73. Vargo S.L., Lusch R.F. (2011). It’s all B2B… and beyond: Toward a systems perspective of the market. Industrial marketing management, 40(2): 181-187.
  74. Vargo S.L., Lusch R.F. (2016). Institutions and axioms: an extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1): 5-23.
  75. Vargo S.L., Lusch R.F. (2017). Service-dominant logic 2025. International Journal of Research in Marketing, 34(1): 46-67.
  76. Vargo S.L., Maglio P.P., Akaka M.A. (2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3): 145-152.
  77. Vargo S.L., Wieland H., Akaka M.A. (2015). Innovation through institutionalization: A service ecosystems perspective. Industrial Marketing Management, 44: 63-72.
  78. Wieland H., Polese F., Vargo S., Lusch R. (2012). Toward a service (eco) systems perspective on value creation. International Journal of Service Science, Management, Engineering and Technology, 3(3): 12-24.
  79. Worthington S., Durkin M. (2012). Co-destruction of value in context: Cases from retail banking. The Marketing Review, 12(3): 291-307.
  80. Yin R.K. (2003)., Case Study Research: Design and Methods, 3rd ed. Thousand Oaks: Sage Publications.
  81. Yoo K.H., Sigala M., Gretzel U. (2016). Exploring TripAdvisor. In: Egger R., Gula I., Walcher D. Open Tourism Tourism on the Verge. Heidelberg, Berlin: Springer, pp. 239-255.
  82. Ostrom A.L., Parasuraman A., Bowen D. E., Patricio L., Voss C. A. (2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2): 127-159.
  83. Storbacka K., Brodie R. J., Böhmann T., Maglio P.P., Nenonen S. (2016). Actor engagement as a microfoundation for value co-creation. Journal of Business Research, 69(8): 3008-3017.

  • Smart City as a Service System: A Framework to Improve Smart Service Management Francesco Polese, Antonio Botti, Antonella Monda, Mara Grimaldi, in Journal of Service Science and Management /2019 pp.1
    DOI: 10.4236/jssm.2019.121001
  • Managing Smart Cities Mara Grimaldi, pp.265 (ISBN:978-3-030-93584-9)

Orlando Troisi, Carlo Alessandro Sirianni, Antonella Monda, Mara Grimaldi, ICTS and engagement platforms in resource integration: threat or opportunity for value co-creation? in "ESPERIENZE D'IMPRESA" 1/2017, pp 99-123, DOI: 10.3280/EI2017-001005