Mechanisms of service ecosystem emergence: Exploring the case of public sector digital transformation

Hamish Simmonds; Aaron Gazley; Valtteri Kaartemo; Michelle Renton; Val Hooper

doi:10.1016/j.jbusres.2021.08.008

Mechanisms of service ecosystem emergence: Exploring the case of public sector digital transformation

Hamish Simmonds, Aaron Gazley, Valtteri Kaartemo^*, Michelle Renton, Val Hooper

^*Corresponding author for this work

Research output: Contribution to journal › Article › peer-review

33 Citations (Scopus)

Abstract

This research extends literature on the emergence of service ecosystems by developing new theoretical insight and explanation into how service ecosystems experience change and stability over time. Empirically, our case study focuses on digital transformation in the New Zealand public sector and the enterprise services market in 2010–2017. The exploratory and illustrative study builds on 22 in-depth interviews and extensive document analysis. We reveal three key mechanisms of service ecosystem emergence: compression, ecotonal coupling, and refraction. These mechanisms contribute to overcoming conflationary theorizing and the value of emergence in service research by establishing emergent relationality and a processual intertwining of being and becoming. These become the basis of multi-levelled, multidimensional complexity and cumulative organizing. We conclude the work by discussing the paper's contribution to service research.

Original language	English
Pages (from-to)	100-115
Number of pages	16
Journal	Journal of Business Research
Volume	137
DOIs	https://doi.org/10.1016/j.jbusres.2021.08.008
Publication status	Published - Dec 2021

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10.1016/j.jbusres.2021.08.008

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title = "Mechanisms of service ecosystem emergence: Exploring the case of public sector digital transformation",

abstract = "This research extends literature on the emergence of service ecosystems by developing new theoretical insight and explanation into how service ecosystems experience change and stability over time. Empirically, our case study focuses on digital transformation in the New Zealand public sector and the enterprise services market in 2010–2017. The exploratory and illustrative study builds on 22 in-depth interviews and extensive document analysis. We reveal three key mechanisms of service ecosystem emergence: compression, ecotonal coupling, and refraction. These mechanisms contribute to overcoming conflationary theorizing and the value of emergence in service research by establishing emergent relationality and a processual intertwining of being and becoming. These become the basis of multi-levelled, multidimensional complexity and cumulative organizing. We conclude the work by discussing the paper's contribution to service research.",

keywords = "Business-to-business, Digital Transformation, Emergence, Mechanisms, Public Sector, Service Ecosystems",

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T2 - Exploring the case of public sector digital transformation

AU - Simmonds, Hamish

AU - Gazley, Aaron

AU - Kaartemo, Valtteri

AU - Renton, Michelle

AU - Hooper, Val

PY - 2021/12

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AB - This research extends literature on the emergence of service ecosystems by developing new theoretical insight and explanation into how service ecosystems experience change and stability over time. Empirically, our case study focuses on digital transformation in the New Zealand public sector and the enterprise services market in 2010–2017. The exploratory and illustrative study builds on 22 in-depth interviews and extensive document analysis. We reveal three key mechanisms of service ecosystem emergence: compression, ecotonal coupling, and refraction. These mechanisms contribute to overcoming conflationary theorizing and the value of emergence in service research by establishing emergent relationality and a processual intertwining of being and becoming. These become the basis of multi-levelled, multidimensional complexity and cumulative organizing. We conclude the work by discussing the paper's contribution to service research.

KW - Business-to-business

KW - Digital Transformation

KW - Emergence

KW - Mechanisms

KW - Public Sector

KW - Service Ecosystems

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DO - 10.1016/j.jbusres.2021.08.008

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VL - 137

SP - 100

EP - 115

JO - Journal of Business Research

JF - Journal of Business Research

ER -

Mechanisms of service ecosystem emergence: Exploring the case of public sector digital transformation

Abstract

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