Beyond Virtuality: From Engagement Platforms to Engagement Ecosystems

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dc.contributor.author Breidbach, C en
dc.contributor.author Brodie, Roderick en
dc.contributor.author Hollebeek, Linda en
dc.date.accessioned 2016-09-21T00:20:00Z en
dc.date.issued 2014 en
dc.identifier.citation Managing Service Quality 24(6):592-611 2014 en
dc.identifier.issn 1758-8030 en
dc.identifier.uri http://hdl.handle.net/2292/30446 en
dc.description.abstract Purpose – Understanding the role and implications of information and communication technology (ICT) in service is the key research priority for service science and the management of service quality. The purpose of this paper is to address this priority by providing insights into the role of “engagement platforms” (EPs), physical or virtual customer touch points where actors exchange resources and co-create value. Despite an emerging body of literature that emphasizes the fit between engagement and technology-enabled service contexts, EPs remain ill-defined. Specifically, little is known about the particular types of EPs, their characteristics, and implications for the performance of service ecosystems and managing service quality. Design/methodology/approach – By drawing on two illustrative case studies, the authors investigate and theorize about the characteristics and dynamics of EPs in virtual/physical contexts, and identify if, how and to what extent configurations of EPs may enhance resource exchange within and across service ecosystems. Findings – By building on emerging research at the service/engagement interface, the paper introduces the notion of the “engagement ecosystem,” as a configuration of individual, mutually dependent EPs that represent specific interactivity-facilitative loci. The paper explicates the relevance of the model and highlight opportunities for future research in this emerging field of inquiry. Research limitations/implications – The work addresses the call for research at the intersection of ICT and service science through development and application of the engagement ecosystem concept. The theorizing process draws on two illustrative case studies, and thereby provides a theoretical contribution and foundation for future research in this emerging area. Practical implications – The authors guide managerial decision-making regarding the implementation, adoption, and utilization of engagement ecosystems. Furthermore, the nature of “engagement” as a bridging concept implies that the work can help managers to operationalize service-centric thinking. Originality/value – By showing how individual EPs form engagement ecosystems, the paper bridges theory and practice, and offers new insight in the realm of practical application of the S-D logic. en
dc.relation.ispartofseries Managing Service Quality en
dc.rights Items in ResearchSpace are protected by copyright, with all rights reserved, unless otherwise indicated. Previously published items are made available in accordance with the copyright policy of the publisher. en
dc.rights.uri https://researchspace.auckland.ac.nz/docs/uoa-docs/rights.htm en
dc.title Beyond Virtuality: From Engagement Platforms to Engagement Ecosystems en
dc.type Journal Article en
dc.identifier.doi 10.1108/MSQ-08-2013-0158 en
pubs.issue 6 en
pubs.begin-page 592 en
pubs.volume 24 en
pubs.end-page 611 en
dc.rights.accessrights http://purl.org/eprint/accessRights/RestrictedAccess en
pubs.subtype Article en
pubs.elements-id 515834 en
pubs.org-id Business and Economics en
pubs.org-id Marketing en
dc.identifier.eissn 0960-4529 en
pubs.record-created-at-source-date 2016-01-05 en


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