Beyond virtuality: from engagement platforms to engagement ecosystems

Abstract

Purpose – Understanding the role and implications of information and communication technology (ICT) in service is the key research priority for service science and the management of service quality. The purpose of this paper is to address this priority by providing insights into the role of “engagement platforms” (EPs), physical or virtual customer touch points where actors exchange resources and co-create value. Despite an emerging body of literature that emphasizes the fit between engagement and technology-enabled service contexts, EPs remain ill-defined. Specifically, little is known about the particular types of EPs, their characteristics, and implications for the performance of service ecosystems and managing service quality. Design/methodology/approach – By drawing on two illustrative case studies, the authors investigate and theorize about the characteristics and dynamics of EPs in virtual/physical contexts, and identify if, how and to what extent configurations of EPs may enhance resource exchange...