Publication details

Determinants for Value Cocreation and Collaborative Paths in Complex Service Systems: A Focus on (Smart) Cities



Year of publication 2018
Type Article in Periodical
Magazine / Source Service Science
MU Faculty or unit

Faculty of Informatics

Keywords service science; complex service systems; smart cities; value cocreation
Description In the last few years, service science has opened a debate on the need to adopt new approaches to better understand emerging social and economic dynamics. By following this direction, different multi- and transdisciplinary research pathways are requesting to consider an increasing number of new variables in the management of complex service systems (CSSs), underlying the fact that traditional approaches are useless in supporting decision makers in facing the challenges imposed by a more articulated scenario. To bridge this gap, this paper focuses attention on the phenomenon of "smart cities" as an example of CSSs with the aim of investigating the ways in which actors' perceptions affect opportunities and willingness for value cocreation and collaborative paths. Via a survey on a random sample of 374 providers and users of a city service platform in Brno (Czech Republic), the actors' perceptions were analysed, and through structural equation modeling, the relationships between actors' perceptions and willingness to build value cocreation and collaborative paths were tested. The principal goal was to attract the attention of the service community to the role of cognitive and psychological dimensions affecting value cocreation and collaborative paths in CSS, using the example of a smart city as tangible evidence of CSS.

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