Smart sensing technology and self-adjustment in service systems through value co-creation routine dynamics

Cristina Mele (Corresponding Author), Tiina Tuominen (Corresponding Author), Bo Edvardsson (Corresponding Author), Javier Reynoso (Corresponding Author)

Research output: Contribution to journalArticleScientificpeer-review

8 Citations (Scopus)

Abstract

Self-adjustment processes are crucial for ensuring service system viability in the light of emerging adoption of digital technologies that shape value co-creation. This article offers a novel conceptualization of self-adjustment to explain the process that a service system performs to adapt to changing conditions to remain viable or improve the system's viability. In doing this, we draw on service-dominant logic and routine dynamics theory and zoom in on how self-adjustment emerges in value co-creation routines. We show the usefulness of our conceptualization in a case of an elderly care home that introduced smart sensing technology, which triggered self-adjustments in that service system through value co-creation routines. The case study explicates the deployment of self-adjustment when sensing solutions become integrated with other resources and applied by engaged actors as resources-in-use, creating novel value co-creation outcomes. It is argued that routine dynamics contribute to self-adjustment by initiating processes whereby the involved actors’ schemas, resources, and value co-creation performances become integrated and aligned after the technological change.

Original languageEnglish
Article number113737
Number of pages11
JournalJournal of Business Research
Volume159
DOIs
Publication statusPublished - Apr 2023
MoE publication typeA1 Journal article-refereed

Keywords

  • Routine dynamics
  • Self-adjustment
  • Service system
  • Smart sensing technology
  • Value co-creation
  • Viability

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