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Organizing actor Engagement: A platform perspective

Author

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  • Blasco-Arcas, Lorena
  • Alexander, Matthew
  • Sörhammar, David
  • Jonas, Julia M.
  • Raithel, Sascha
  • Chen, Tom

Abstract

Research on engagement has shifted to a systemic, rather than a dyadic, view that considers the engagement of multiple actors in complex business settings. Existing literature suggests that actor engagement in business settings is dependent on, and inextricably linked with, service ecosystems, platforms, and the value co-creation process. However, despite its potential to deliver strong performance for organizations, actor engagement in complex business settings has yet to be examined empirically. To gain a deeper understanding of engagement dynamics in these settings, this qualitative study explores the evolution of actor engagement on a platform. The findings offer three main contributions: (i) a typology of three organizing modes of engagement (orchestrating, facilitating, and stimulating), (ii) an understanding of the modular architecture that supports actor engagement within clearly defined rules of exchange, and (iii) insight into engagement activity over time reveals that actors’ engagement states oscillate between object or subject of engagement.

Suggested Citation

  • Blasco-Arcas, Lorena & Alexander, Matthew & Sörhammar, David & Jonas, Julia M. & Raithel, Sascha & Chen, Tom, 2020. "Organizing actor Engagement: A platform perspective," Journal of Business Research, Elsevier, vol. 118(C), pages 74-85.
    • Handle: RePEc:eee:jbrese:v:118:y:2020:i:c:p:74-85
    DOI: 10.1016/j.jbusres.2020.06.050
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    References listed on IDEAS

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    2. Pereira, Vijay & Laker, Benjamin & Bamel, Umesh & Sharma, Gagan Deep & Paul, Happy, 2024. "Customer engagement strategies within family businesses in emerging economies: A multi-method study," Journal of Business Research, Elsevier, vol. 174(C).
    3. Jia, Yibo & Su, Jingqin & Cui, Li & Wu, Lin & Hua Tan, Kim, 2023. "Platform business model innovation in the digitalization era: A “driver-process-result” perspective," Journal of Business Research, Elsevier, vol. 160(C).
    4. Christian Bartelheimer & C. Ingo Berendes & Philipp zur Heiden & Daniel Beverungen, 2022. "Designing Digital Actor Engagement Platforms for Local High Streets: An Action Design Research Study," Working Papers Dissertations 101, Paderborn University, Faculty of Business Administration and Economics.
    5. Zhao, Lu & Zhang, Mingli & Ming, Yaxin & Niu, Tao & Wang, Yu, 2023. "The effect of image richness on customer engagement: Evidence from Sina Weibo," Journal of Business Research, Elsevier, vol. 154(C).
    6. Shree, Deep & Kumar Singh, Rajesh & Paul, Justin & Hao, Andy & Xu, Shichun, 2021. "Digital platforms for business-to-business markets: A systematic review and future research agenda," Journal of Business Research, Elsevier, vol. 137(C), pages 354-365.
    7. Sun, Xinbo & Zhang, Qingqiang, 2021. "Building digital incentives for digital customer orientation in platform ecosystems," Journal of Business Research, Elsevier, vol. 137(C), pages 555-566.
    8. Hurmelinna-Laukkanen, Pia & Möller, Kristian & Nätti, Satu, 2022. "Orchestrating innovation networks: Alignment and orchestration profile approach," Journal of Business Research, Elsevier, vol. 140(C), pages 170-188.
    9. Jiaqi Wang & Peng Zou & Bo Yu, 2024. "How online exposure to nature affects customer engagement: Evidence from Sina Weibo," Electronic Markets, Springer;IIM University of St. Gallen, vol. 34(1), pages 1-17, December.
    10. Afi Fouad El & Ouiddad Smail, 2021. "Consumer engagement in value co-creation within virtual video game communities," Management & Marketing, Sciendo, vol. 16(4), pages 370-386, December.
    11. Hsin-Hui Chou & Chao-Chin Huang & Pei-Yun Tu, 2023. "Towards becoming a service-dominant enterprise: an actor engagement perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 17(2), pages 607-632, June.

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