Abstract
This paper provides a practical example of how service and systems theories can be successfully integrated to develop a comprehensive analysis and theorization of solutions for a specific issue, that is, misinformation management in online social network sites (OSNs). A literature review and elaboration of different theories (service science, service-dominant logic, viable systems approach) and approaches (collective intelligence and collective knowledge systems, group decision making) specifically related to ONS is developed and presented in the form of propositions and constructs. It results that the issue of misinformation in OSNs can be analyzed as a threat to service (eco) system viability, while technological solutions, engagement and the participation of communities by means of collective knowledge systems should be adopted as strategies to align with relevant supra-systems to survive. The originality of the paper relies on the following: (i) expanding service research analysis horizons to OSNs; (ii) providing a practical example of how Service Science, Service-Dominant Logic and Viable Systems Approach perspectives can be integrated to theorize and practically find ways to re-shape contexts, such as OSN misinformation management; and (iii) presenting a multidisciplinary conceptual model to the OSN literature, based on service systems and service ecosystems, linking theory to practice.
Highlights
There are more than 3 billion active users on social media platforms (We Are Social and Hootsuite, 2018), which have become the primary newsfeeds and influencers of opinion formation in individuals (Xiong et al, 2017), rather than only private amusement and communication tools (Wise et al, 2012)
This paper provides a practical example of how service and systems theories can be successfully integrated to develop a comprehensive analysis and theorization of solutions for a specific issue, that is, misinformation management in online social network sites (OSNs)
A literature review and elaboration of different theories and approaches related to ONS is developed and presented in the form of propositions and constructs. It results that the issue of misinformation in OSNs can be analyzed as a threat to service system viability, while technological solutions, engagement and the participation of communities by means of collective knowledge systems should be adopted as strategies to align with relevant supra-systems to survive
Summary
There are more than 3 billion active users on social media platforms (We Are Social and Hootsuite, 2018), which have become the primary newsfeeds and influencers of opinion formation in individuals (Xiong et al, 2017), rather than only private amusement and communication tools (Wise et al, 2012). We show how the research propositions (RPs) presented in the Introduction and connected to the different theories can be answered by analyzing different constructs (C) synthesized from reflections in the literature Based on these constructs, a conceptual model for misinformation management is defined, suggesting phases, processes, technologies and methodologies to practically manage misinformation in OSNs. Service science studies service systems (SSs), which are configurations of people, technologies, and other resources that interact with other to create mutual value (Maglio et al, 2009), with a specific focus on SS design, management, and engineering. RP 1: OSNs affected by misinformation can be seen as viable See below service (eco)systems than can leverage changes in technology and institutions to survive
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