Ecosystems Perspective Research Articles

Orchestration of value: the role of customer success managers within sales ecosystems

PurposeThis study aims to integrate research on customer success (CS) management with the service ecosystems perspective of selling to enhance the understanding of the CS management function and the outcomes selling firms should expect based on implementation of CS management.Design/methodology/approachThe authors apply the service ecosystems perspective of selling to describe how CS management is manifested in practice by offering relevant insights and practical industry examples.FindingsStudy findings identify relevant ecosystem actors, acting on behalf of the customer, required for the delivery of desirable customer outcomes. Study findings also link the orchestration efforts of CS managers to theory-based tenets for explanation of how CS management facilitates the attainment of competitive advantages via the thickening and thinning of ecosystem crossing points.Research limitations/implicationsGiven that the research is conceptual, additional research that empirically examines this framework and the insights presented would lend further credence to the recommendations the authors suggest.Practical implicationsFrom a practical perspective, the authors present a “Customer Relationship and Solution Innovation Matrix” which integrates necessary value-creating activities that CS managers perform and the coordination with internal actors that CS managers rely on to create value.Originality/valueAlthough the practice of CS management is becoming increasingly common, theoretical approaches capable of explaining the function have been lacking. Similarly, while the service ecosystems perspective redefines selling to encompass a broader set of actors than traditionally examined, practical examinations of the theory are limited. The authors address these issues, integrating both research streams for an enhanced understanding of the CS management function through the service ecosystems perspective theoretical lens.

The nature and fundamental elements of digital service innovation

PurposeThis paper addresses the growing fragmentation between traditional and digital service innovation (DSI) research and offers a unifying metatheoretical framework.Design/methodology/approachGrounded in service-dominant (S-D) logic's service ecosystems perspective, this study builds on an institutional and systemic, rather than product-centric and linear, conceptualization of value creation to offer a unifying framework for (digital) service innovation that applies to both physical and digital service provisions.FindingsThis paper questions the commonly perpetuated idea that DSI fundamentally changes the nature of innovation. Instead, it highlights resource liquification—the decoupling of information from the technologies that store, transmit, or process this information—as a distinguishing characteristic of DSI. Liquification, however, does not affect the relational and institutional nature of service innovation, which is always characterized by (1) the emergence of novel outcomes, (2) distributed governance and (3) symbiotic design. Instead, liquification makes these three characteristics more salient.Originality/value In presenting a cohesive service innovation framework, this study underscores that all innovation processes are rooted in combinatorial evolution. Here, service-providing actors (re)combine technologies (or more generally, institutions) to adapt their value cocreation practices. This research demonstrates that such (re)combinations exhibit emergence, distributed governance and symbiotic design. While these characteristics may initially seem novel and unique to DSI, it reveals that their fundamental mechanisms are not limited to digital service ecosystems. They are, in fact, integral to service innovation across virtual, physical and blended contexts. The study highlights the importance of exercising caution in assuming that the emergence of novel technologies, including digital technologies, necessitates a concurrent rethinking of the fundamental processes of service innovation.

How firms realign to tackle the grand challenge of climate change: An innovation ecosystems perspective

AbstractThis study investigates how, why, and under which conditions incumbents and new entrants realign in innovation ecosystems to collectively tackle the grand challenge (GC) of climate change. The discussion on innovation and GCs is still lacking sufficient theoretical underpinnings and empirical insights to make sense of the role of for‐profit firms and their collaborative innovation efforts to address the GCs of our times. We introduce innovation ecosystems as a theoretical lens for understanding the combinations of technological interfaces and strategic relations that firms can employ to craft value propositions with high potential for tackling GCs. Empirically, this study focuses on the GC of climate change that requires a transformation of the electricity sector. We investigate collaborative pilot projects between 10 international electric utilities and 57 clean‐tech startups. In these pilots, incumbents and new entrants explore low‐carbon value propositions through novel technological interfaces and strategic relations. Via qualitative comparative analysis, we identify three configurations of ecosystem realignment with high climate impact: an incumbent‐led digital platform realignment, a device complementor and customer‐enabling realignment, and a new orchestrator realignment. Based on a multiple case analysis, we uncover three innovation mechanisms that explain why these specific configurations unlock climate impact: they enhance resource efficiency, the flexibility and resilience of infrastructure, and the trading and leveraging of information and resources. On this basis, we contribute to the literature at the intersection of innovation management and GCs by developing theory that explicates (1) how the realignment of incumbents and startups in innovation ecosystems changes existing industry structures; (2) why specific configurations of such ecosystems are associated with high climate impact and are thus effective in addressing GCs; and (3) the boundary conditions under which collective innovation efforts in ecosystems can translate into climate impact.

The strategy of the port development company; a framework based on the business ecosystems perspective and an application to the case of Port of Rotterdam

This paper advances the conceptual understanding of strategies of port development companies (PDCs) through applying the business ecosystem perspective. This leads to a distinction between four stylized strategies for PDCs and associated types of services: minimalist (six services), integrator (six services) and ecosystem services (six services). An analysis of the services provided by a PDC reveals which strategy they follow. This approach is tested through a case study of Port of Rotterdam Authority (PoR for short) the state-owned PDC in charge of developing Rotterdam's port complex. This case study yields three important conclusions: first the relevance of the identified service types is confirmed, as PoR is or has been active in providing 15 of the 18 identified service types, more specifically all six ‘minimalist services’, all six ‘ecosystem services’ and three of the six ‘integrator services’. Second, PoR follows a ‘platform provider’ strategy. Third, the provision of ‘ecosystem services’ seems to become a more important part of PoRs activities. The number of provided ecosystem services has grown between 2006 and 2021 and investments in ecosystem services account for an increasing share of PoRs total investments. These results provide a basis for further research, amongst others to better understand factors that may influence the strategies of PDCs.

An analysis of policies, challenges and outcomes in Pakistan through co-creation of COVID-19 responses

PurposeBased on the service eco-systems perspective, this paper evaluates the strategies and actions adopted by the Government of Pakistan to handle the COVID-19 crisis with the involvement of multiple actors including public, private, third-sector organizations and civil society.Design/methodology/approachThe paper is based on an in-depth analysis of secondary sources including research articles, policy documents, policy briefs, governmental reports, third party evaluations/reports and media publications.FindingsA multi-stakeholder approach was evident during the pandemic with an effort to better manage the crisis which has exerted immense social, cultural, economic and political impacts on the lives of the citizens. Collaborative efforts among stakeholders (government, private and third sector) were witnessed, resulting in a coherent response. The successful management of COVID-19 in Pakistan is attributed to multiple factors including the formation of a specialized public organization which effectively and proactively took data-driven informed decisions and aggregated the efforts of the federal and provincial governments for a timely response.Originality/valueThis paper gives insights for policymakers to create a sustainable post-pandemic socio-economic environment by building resilient structures across the government while promoting cooperation and collaboration. It suggests strategies for policymakers responsible for providing sustainable societal solutions to combat the social, economic and administrative challenges under the pandemic. As Pakistan has managed and contained the pandemic in a relatively efficient way, it is hoped that this paper can provide a learning experience for other countries with similar national contexts.

Generating inclusive services for children, youth and families: A shift to using complex systems theory

AbstractService systems for children and families have been shaped by standard approaches to knowledge‐building, which reflect a reductionist approach and assume linearity and/or that individuals and experiences are normally distributed. Yet, these approaches may be inadequate for clients most at‐risk, especially those who would be analytic ‘outliers’. A complexity lens focuses on the whole system and seeks to identify patterns, including the dynamic interactions between components of the system. Social work scholars have begun to apply complexity theory to social work research efforts, demonstrating the conceptual potential of incorporating this theoretical approach into social work theories and models such as the person‐in‐environment framework and the ecosystems perspective. Yet, frameworks informed by complexity theory may require ontological and epistemological shifts in thinking and new methodological approaches in order to fully embody a complexity approach. Complexity theory offers the opportunity to consider social work clients who are most at‐risk, as it is better suited for power law distributions. We can, therefore, reconceptualize the most ‘at‐risk’ clients as being in a state of transition, which is also the space of most creativity and possibility.

An ecosystems perspective on the reconversion of offshore platforms: Towards a multi‐level governance

AbstractThe decommissioning of offshore platforms has been increasingly discussed due to its economic, social, and environmental impacts. The high complexity of this multilevel context pushes for the adoption of a service ecosystem view to explore the value propositions and actors' relations involved in resource exchanges. This study follows a mixed‐method approach based on semistructured interviews conducted with oil and gas stakeholders and content analysis of the secondary data collected. The results highlight the ecosystem elements and identify the main drivers for sustainable growth in the process of the reconversion of oil and gas assets. A “meta” level is theorized to investigate how the actors' purposes can be harmonized with an ecosystem's goal to encourage the diffusion of a sustainable‐oriented culture in the context of offshore decommissioning. In this sense, the study provides several insights for researchers and professionals in both the local and national governance field and the oil and gas industry.

Scaling inclusive business impacts at the Base of the Pyramid: A framework inspired by business model ecosystems research

Scaling the social impact of inclusive business models that provide solutions to basic needs of Bottom of the Pyramid (BoP) communities through firm-centric approaches has proven challenging. Researchers have proposed that scaling strategies at the BoP should go beyond firm-centric approaches by inclusive businesses and involve coordinated synergistic action of their entire ecosystem to overcome systemic challenges and create value for all ecosystem actors. However, current research on this topic remains abstract and difficult to implement. This paper presents an empirically validated scaling framework designed to overcome this weakness and documents its design process. The framework takes account of the fact that inclusive businesses must work out scaling strategies together with key ecosystem actors, and that implementing a scaling strategy will almost always require mutual adaptation of business models. The framework design process entailed an extensive literature review and practitioner interviews as a first step, followed by testing, evaluation and iterative improvement through a series of validation workshops with actors of four inclusive business initiatives in Africa and Asia. The results indicate that the framework helps workshop participants to expand their mental frame, encouraging them to adopt a broader ecosystems perspective on scaling. This leads to identification and exploration of valuable business model adaptations for scaling that can be achieved through collaboration and assessment of the practical feasibility of different scaling strategies.

Structures of becoming: The who, what, and how of holistic science advising

AbstractAddressing equity issues in science education requires a reorientation to how science students are advised and how science, technology, engineering, and mathematics (STEM) education, particularly science, is viewed. STEM education is often figuratively described as a pipeline containing students who leak out before reaching the nexus of their STEM education/career journey. The authors of this paper argue that STEM education must be viewed from an ecosystems perspective, where students interact with one another, their physical environment and cultural contexts, and other humans who can support them in becoming STEM professionals. Within this STEM ecosystem, many individuals have a pivotal role in supporting students as they learn and develop within the science field. These individuals, particularly advisors, must possess knowledge, beliefs, skills, and dispositions that help students cultivate a sense of belonging, engage them in critical thinking about their academic and career choices, and aid their identity development in learning as becoming in STEM professions. The authors describe who these individuals are, the roles they play, and also provide practical examples, using vignettes, of how advisors can support students of color pursuing science degrees and careers. Finally, recognizing that students' STEM advising ecosystem operates at any grade level or stage of life, the authors have organized the descriptive portion of this study according to the following levels elementary, secondary, undergraduate, graduate, and career.

Skill ecosystems in the global South: Informality, inequality, and community setting

The concept of ‘skill ecosystems’ considers how contextual and institutional factors shape the acquisition and utilisation of skills. Although initially developed in the global North, there is value in applying this concept in the global South, where large-scale skill development and vocational education reforms are underway, many of which struggle with post-training skill underutilisation. The concept requires modification, however, if it is to be meaningfully applied in the global South. To date, skill ecosystem research has focused on skill utilisation in contexts of formal employment and the institutional actors who support it. In the global South, where most people are employed in the informal sector, a different approach is required, more sensitive to regional power structures and social inequalities. Geographical research on skills can help develop a more dynamic, relational, and power-inflected version of the skill ecosystem concept. Drawing on a short-term longitudinal study of agricultural skills trainings in India, this paper argues a geographically sensitive skill ecosystems perspective helps identify how context shapes the outcomes of skill development programs. To be meaningfully deployed in relation to informal sector work in the global South, however, it must be extended in at least three ways: (1) a different set of institutions and actors must be recognized as comprising the ‘ecosystem,’ particularly those supporting entrepreneurship; (2) the community and family settings in which informal sector work takes place must be recognized; and (3) social inequalities must be considered to promote greater skill utilisation and more equitable outcomes.

A contextual account of digital servitization through autonomous solutions: Aligning a digital servitization process and a maritime service ecosystem transformation to autonomous shipping

This study focuses on digital servitization (DS) through autonomous solutions by building on a service ecosystems perspective. The rise of autonomous solutions exemplifies the ongoing digitalization and societal transformation and therefore integrative theoretical perspectives are needed to complement the dominant focal actor perspective in extant DS research. The study presents a longitudinal case of a solution provider's DS process to demonstrate how transformation towards autonomous shipping was driven in the maritime sector. An empirically enriched framework communicates DS process as aligned changes in value propositions, resource configurations and institutional arrangements within the service ecosystem. The study offers academic contributions and practical implications on managing DS through autonomous solutions as a strategic reorientation of a firm in the multi-level context of service ecosystem transformation.

Viewpoint: shaping resilient service ecosystems in times of crises – a trans-Tasman perspective

PurposeThe purpose of this paper is to develop a holistic understanding for the shaping of resilient service ecosystems that considers tactics that act as stabilizing forces, and tactics that promote diversity and change and act as destabilizing forces – both central for service ecosystems to bounce forward in times of crises and beyond.Design/methodology/approachThis conceptual paper draws on theory on complex adaptive service ecosystems and work on organizational resilience and resilient systems. With a focus on Australia and New Zealand, stalwarts of the top three economies in Bloomberg’s COVID Resilience Ranking before the arrival of the Delta variant, this study illustrates how resilient service ecosystems can be shaped.FindingsThis study explicates complexity related to navigating service ecosystems toward a new order in response to the pressures of major crises. It points to the importance of understanding both, how service ecosystems stabilize and change over time. It documents a portfolio of tactics that service organizations can use to influence resilience in the service ecosystems of which they are part. It further reflects on the potential downside of resilient service ecosystems, as they tilt toward rigid structures, failure to learn and an inability to transform or alternatively chaos.Originality/valueService research has made progress in explicating how a service ecosystems perspective can inform crises management. This paper extends this work and explains how service ecosystems can be shaped to bounce not only back from the imposed pressures of a disruptive event but also forward toward a new order.

Conceptualising the transformational power of entrepreneurship from an entrepreneurial ecosystems perspective focusing on environmentally and socially inclusive economic growth

Conceptualising the transformational power of entrepreneurship from an entrepreneurial ecosystems perspective focusing on environmentally and socially inclusive economic growth

Conceptualising the transformational power of entrepreneurship from an entrepreneurial ecosystems perspective focusing on environmentally and socially inclusive economic growth

This paper focuses on the philosophy of transformational entrepreneurship and explores what role entrepreneurial ecosystems fulfil within that to stimulate environmentally and socially inclusive growth. It first examines the past and current contributions in the entrepreneurship literature. Then, it considers the current debate on the transformative power of entrepreneurship and how it can be best utilised for creation of sustainable socio-economic growth via diverse forms of entrepreneurship and interdependencies between entrepreneurial actions and functions at different income levels. From this basis, this research contributes to the recent literature on transformational effects of entrepreneurship by providing novel insights into the role entrepreneurial ecosystems fulfil in transforming societies.

Impact of South African migration policies on the migrants’ quality of life and the role of social work

This paper discusses the impact of South African migration policies on the migrants’ quality of life. It does that with a particular focus on the Bill of Rights as contained in the Constitution of the Republic of South Africa. This is followed by a discussion on the role of social work in addressing any shortcomings that arise as a result of the implementation of the migration policies. This paper is primarily a desk study involving rigorous literature review on migration and relevant South African policies and international instruments. Theoretically, the ecosystems perspective is adopted to support and guide discussions in this paper. The discussions in this paper reveal that the South African migration policies do contribute towards the quality of life of the migrants, however, the challenges emanate from the implementation stage. It is from this understanding that various social work roles are discussed in order to help address the identified challenges.
 

Navigating re-entry with older adults using ecosystems perspective and the eco-map

Currently, the population of older adults is growing at a rapid rate. The number of older adults in America is similarly represented in the justice system with the number of older adults aged 56 and older accounting for 11.8 percent of the total federal prison population. Older adults in the criminal justice system are at heightened risk for poor health, mental illness, and accelerated aging. For those exiting the carceral system, many older adults may not have community connections to aid in re-entry. Social service providers and community agencies that are tasked with advocating for marginalized populations, empowering clients, and addressing psychosocial problems of older adults, may be uniquely helpful in the re-entry process. Guided by ecological systems theory, this article presents the eco-map tool for social service professionals (e.g., social workers, probation officers) to use in tandem with eco-systems perspective. Using this tool in collaboration with older adult clients may assist with re-entry. Furthermore, social service providers can use this to navigate complex relationships within the community and society at large. Finally, the use of this tool may assist with facilitating comprehensive support and wrap-around services for older adults.

A model for B2B salesperson performance with service ecosystems perspective: a grounded theory

PurposeThe purpose of this study is to develop a model for business to business salesperson performance (SP) with a service ecosystems perspective.Design/methodology/approachTo achieve the research aims, classical grounded theory was used. The data was gathered through in-depth interviews with 20 sales managers and main sales actors.FindingsAfter coding and analyzing the data, salesperson institutional performance is introduced as a core category including three main dimensions of regulative, normative and cognitive-cultural performance. Multi-level factors determining SP are identified and performance results are introduced in a multi-level long term way. The sales actors, macro variables, actors’ orientations and sales method are introduced as circumstances, while salesperson stressors are presented as covariants deterring the fulfillment of salesperson’s activities.Originality/valueThis study focuses on the contributions of the salesperson in the alignment of institutional arrangements or the results of their being institutionalized, as well as determining the factors and variables affecting it.

Leadership in startup communities: how incubator leaders develop a regional entrepreneurial ecosystem

PurposeScholars are increasingly adopting an ecosystems perspective focused on the complex systems of factors that influence organizations. A type of ecosystem that is receiving significant academic and practitioner attention is the entrepreneurial ecosystem (EE): the interconnected system of actors and forces that supports or hinders entrepreneurship in a geographic area. However, the role that leaders play in ecosystem development, particularly in unmunificent contexts, has received little attention. The purpose of this study was to investigate EE leadership and development and induce a theory explaining how it unfolds.Design/methodology/approachAn inductive research design was combined with the case study methodology to analyze the leadership of an entrepreneurial support organization (an incubator) and its role in developing an entrepreneurial ecosystem.FindingsThe findings revealed that incubator leaders constructed a dynamic leadership model that evolved as the EE developed and was tailored to the region's strengths and weaknesses.Originality/valueThe study contributes to research at the nexus of leadership and entrepreneurship by introducing a new level of analysis (the meta-organization), focusing on an underexamined leader type (the support organization) and emphasizing the interplay between leadership and regional characteristics.

Leadership in Startup Communities: How Incubator Leaders Develop a Regional Entrepreneurial Ecosystem

Scholars are increasingly adopting an ecosystems perspective focused on the complex systems of factors that influence organizations. A type of ecosystem that is receiving significant academic and practitioner attention is the entrepreneurial ecosystem (EE): the interconnected system of actors and forces that supports or hinders entrepreneurship in a geographic area. However, the role that leaders play in ecosystem development, particularly in unmunificent contexts, has received little attention. The purpose of this study was to investigate EE leadership and development and induce a theory explaining how it unfolds. An inductive research design was combined with the case study methodology to analyze the leadership of an entrepreneurial support organization (an incubator) and its role in developing an entrepreneurial ecosystem. The findings revealed that incubator leaders constructed a dynamic leadership model that evolved as the EE developed and was tailored to the region’s strengths and weaknesses. The study contributes to research at the nexus of leadership and entrepreneurship by introducing a new level of analysis (the meta-organization), focusing on an underexamined leader-type (the support organization), and emphasizing the interplay between leadership and regional characteristics.

Irresistible possibilities: Examining the uses and consequences of social media influencers for contemporary public relations

The proliferation of social media technologies have seen public relations practitioners adapt their practices for the emergent digital media ecologies, with the growing phenomenon of social media influencers (SMIs) presenting new opportunities and challenges for the industry. Indeed, the profession’s rapid adoption of SMIs as part of their campaigns raises questions regarding the ethics of their use and the extent to which they fit with normative models of public relations practice that promote genuine dialogue and responsible advocacy. This study explores this tension between the uses and potential misuses of SMIs by examining the worldviews, strategies and practices of senior public relations practitioners at several agencies in Sydney, Australia. It proposes a new critical framework for understanding the influences that SMIs are in fact having on public relations practice, which builds on models of dialogic public relations and a critical eco-systems perspective. Ultimately, this study argues that the affordances provided by the emergence of SMIs are predisposing practitioners to persuasive strategies and covert activities that lack transparency and are inconsistent with ethical ideals of best practice for organizational public relations.