Organizing actor engagement: a platform perspective

Lorena Blasco-Arcas, Matthew Alexander, David Sörhammar, Julia M. Jonas, Sascha Raithel, Tom Chen

Research output: Contribution to journalArticle

Abstract

Research on engagement has shifted to a systemic, rather than a dyadic, view that considers the engagement of multiple actors in complex business settings. Existing literature suggests that actor engagement in business settings is dependent on, and inextricably linked with, service ecosystems, platforms, and the value co-creation process. However, despite its potential to deliver strong performance for organizations, actor engagement in complex business settings has yet to be examined empirically. To gain a deeper understanding of engagement dynamics in these settings, this qualitative study explores the evolution of actor engagement on a platform. The findings offer three main contributions: (i) a typology of three organizing modes of engagement (orchestrating, facilitating, and stimulating), (ii) an understanding of the modular architecture that supports actor engagement within clearly defined rules of exchange, and (iii) insight into engagement activity over time reveals that actors’ engagement states oscillate between object or subject of engagement.

Original languageEnglish
Pages (from-to)74-85
Number of pages12
JournalJournal of Business Research
Volume118
Early online date30 Jun 2020
DOIs
Publication statusPublished - 30 Sep 2020

Keywords

  • platform
  • actor engagement
  • B2B
  • longitudinal case study
  • service ecosystems

Cite this

Blasco-Arcas, L., Alexander, M., Sörhammar, D., Jonas, J. M., Raithel, S., & Chen, T. (2020). Organizing actor engagement: a platform perspective. Journal of Business Research, 118, 74-85. https://doi.org/10.1016/j.jbusres.2020.06.050