Tensions and trade-offs in multi-actor service ecosystems

The purpose of this article is to: (1) understand tensions and trade-offs that actors make through activities and interactions in their service ecosystem stemming from differing worldviews; (2) explicate how actors resolve tensions through trade-offs, identifying focal relationships and the relative influence of focal actors; (3) propose a conceptual framework of tensions and trade-offs in multi-actor service ecosystems. Drawing on Institutional Logics and Practice Theory this article provides new insights into multi-actor service ecosystems identifying tensions and trade-offs that actors make with other actors designed to achieve desired outcomes. In a first, authors demonstrate that actors exhibit different forms of focal relationships, with actors’ worldviews influencing roles and practices. Misalignment of worldviews can result in significant tensions. However, reconciling conflicting goals and practices is not always realistic or beneficial due largely to enduring worldviews of focal actors. Practical and theoretical implications are provided with an agenda to guide future research.