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

Author

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  • Orlando Troisi
  • Carlo Alessandro Sirianni
  • Antonella Monda
  • Mara Grimaldi

Abstract

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.

Suggested Citation

  • Orlando Troisi & Carlo Alessandro Sirianni & Antonella Monda & Mara Grimaldi, 2017. "ICTS and engagement platforms in resource integration: threat or opportunity for value co-creation?," ESPERIENZE D'IMPRESA, FrancoAngeli Editore, vol. 2017(1), pages 99-123.
    • Handle: RePEc:fan:eieiei:v:html10.3280/ei2017-001005
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    References listed on IDEAS

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    1. Sergio Barile & Mara Grimaldi & Francesca Loia & Carlo Alessandro Sirianni, 2020. "Technology, Value Co-Creation and Innovation in Service Ecosystems: Toward Sustainable Co-Innovation," Sustainability, MDPI, vol. 12(7), pages 1-25, April.

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