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Charting service ecosystems flexibility: A museum setting
University of Skövde, School of Business. University of Skövde, Enterprises for the Future Research Environment. (Knowledge and Innovation Management (KIM))ORCID iD: 0000-0001-9579-3266
Department of Economics, Management, and Institutions, University of Naples Federico II, Italy.
2020 (English)In: International Journal of Nonprofit & Voluntary Sector Marketing, ISSN 1465-4520, E-ISSN 1479-103X, Vol. 25, no 4, article id e1677Article in journal (Refereed) Published
Abstract [en]

The service ecosystems perspective has rarely been applied in literature tackling the nonprofit and voluntary sectors. Service ecosystems are defined as self-adjusting systems of resource-integrating actors connected by shared institutional arrangements and mutual value creation. By addressing service ecosystems flexibility (i.e., the ability of service ecosystems to adjust to changes), this article seeks to provide a framework that charts service ecosystems flexibility and explains its pillars, as well as the ways in which new technologies affect visitors and arts. The study focuses on service ecosystems changes initiated by technology, visitors, and organizers, aimed at increasing the level of museum visitors' experience. The study is performed in a service ecosystem comprising a sculpture arts exhibition and its online extensions in the form of Instagram, Facebook, and Twitter accounts. Collected data consist of interviews with the exhibition visitors and organizers, participative observations performed in the exhibition context, and online posts and media coverage related to the exhibition. The research process is iterative and abductive, continuously combining insights that emerge from the literature and the analyzed data through triangulation. The main findings emphasize organizers' pivotal role as the actor that orchestrates value cocreation in the service ecosystem by steering this process based on emerging changes. Additionally, the findings flesh out the role of technology in a service ecosystem and offer a more comprehensive view of service ecosystems flexibility.

Place, publisher, year, edition, pages
John Wiley & Sons, 2020. Vol. 25, no 4, article id e1677
Keywords [en]
arts, flexibility, museums, service ecosystems, service ecosystems flexibility, value creation
National Category
Business Administration
Research subject
Knowledge and Innovation Management (KIM)
Identifiers
URN: urn:nbn:se:his:diva-18550DOI: 10.1002/nvsm.1677ISI: 000537920800001Scopus ID: 2-s2.0-85085956672OAI: oai:DiVA.org:his-18550DiVA, id: diva2:1443466
Available from: 2020-06-18 Created: 2020-06-18 Last updated: 2020-12-09Bibliographically approved

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Brozović, Danilo

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