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

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


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 antecedent of co-destruction behaviors.

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 analyzing the difference between value co-creation and co-destruction and the main factors obstructing value co-creation.

ISSN: 1971-5293

Esperienze d'Impresa, Reg. Tribunale Salerno n.875 del 3/11/1993