Konferensartikel

The influence of technology on value co-creation practices of service actors has been studied from a service encounter perspective, during or after technology introduction. We contribute to this existing research by introducing a multi-actor perspective to study such changes prior to technology deployment. We provide two illustrative cases that show how this can be done. In addition, we study the generalisability of findings from such research projects, through an exploratory qualitative comparison of the projects. We make a second contribution by providing five contextual aspects for other researchers to use when assessing 1) generalisability of our findings and 2) to what contexts their research results can be transferred. Finally, we make a third contribution by positing that literature on roles and role change supports service researchers and designers to make sense of the ways in which service actors perceive that technology deployment will influence value co-creation in service systems.

service visualisations, value co-creation, exploratory qualitative comparison, generalisation from qualitative research, Role Theory