Key success factors for a growing technology innovation system based on SMS Application-to-Person in Norway

Abstract

ABSTRACTThe case of short message service (SMS) Application-to-Person in Norway documents how SMS has re-emerged as a significant channel for customer dialogue: SMS is increasingly used for everything from dentist appointments to communicating with tax authorities. The Technology Innovation Systems perspective is the basis for an assessment of inducement mechanisms for the case, and thus the critical success factors. More specifically, the case serves as an example of a platform-based business ecosystem where the ownership of the platform is shared and a core resource is provided by the mobile network operators. It is shown how the current growth of the SMS channel is founded on collective action in the system, and how the subsequent legitimation process has aligned the SMS channel with user expectations and practices. The actors’ ability to collaborate and strike a balance between developing and sharing the market has been critical.