Roles of technology in actor engagement

Valtteri Kaartemo, Elina Jaakkola, Matthew Alexander

Research output: Contribution to conferencePaper

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Abstract

Recent research reveals technology playing an increasingly important and versatile role in customer and actor engagement (AE), but focused analysis on these roles is lacking. This paper examines five key roles that technology can play in AE, Technology as: 1) focal engagement object; 2) engagement platform, 3) initiator of engagement, 4) shaper of engagement institutional context; and 5) focal engaging actor. This paper enriches literature on AE by introducing postphenomenology and technological environmentality and serves as the first attempt to systematically analyse and organize this phenomenon.
Original languageEnglish
Number of pages11
Publication statusPublished - 10 Jun 2019
Event16th International Research Symposium on Advancing Service Research and Practice - Karlstad, Sweden
Duration: 10 Jun 201913 Jun 2019
https://www.kau.se/ctf/quis16-2019

Conference

Conference16th International Research Symposium on Advancing Service Research and Practice
Abbreviated titleQUIS16
CountrySweden
CityKarlstad
Period10/06/1913/06/19
Internet address

Keywords

  • service ecosystems
  • technology
  • postphenomenology
  • technological environmentality

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    Kaartemo, V., Jaakkola, E., & Alexander, M. (2019). Roles of technology in actor engagement. Paper presented at 16th International Research Symposium on Advancing Service Research and Practice, Karlstad, Sweden.