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The enactment of socially embedded service systems: Fear and resourcing in the London Borough of Sutton

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  • Högström, Claes
  • Tronvoll, Bård

Abstract

Recognising the importance of value-creating systems in action is vital for understanding how value is co-created through resource integration and mutual service provision. Value-creating systems are inherently dynamic and grounded in on-going human action. This article adopts structuration and enactment theory to enhance insights into how complex systems enable value co-creation. The concept of embeddedness (structural, cultural, political and cognitive) clarifies the duality of complex service system structures, in which behaviour and structure are intertwined through a process of socialisation. Actors in a complex service system act on the surrounding context and interpret the contextual responses of their actions through a sense-making process. The sense-making process then influences an actor’s mental models of the value that has been co-created, which implies a complex service system that has been socially constructed through negotiation and consensually validated through its own enactment. This study applies the framework to a case setting focused on fear of crime in the London Borough of Sutton.

Suggested Citation

  • Högström, Claes & Tronvoll, Bård, 2012. "The enactment of socially embedded service systems: Fear and resourcing in the London Borough of Sutton," European Management Journal, Elsevier, vol. 30(5), pages 427-437.
    • Handle: RePEc:eee:eurman:v:30:y:2012:i:5:p:427-437
    DOI: 10.1016/j.emj.2012.06.002
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    References listed on IDEAS

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    1. Högström, Claes & Gustafsson, Anders & Tronvoll, Bård, 2015. "Strategic brand management: Archetypes for managing brands through paradoxes," Journal of Business Research, Elsevier, vol. 68(2), pages 391-404.

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