Roles of technology in actor engagement

Valtteri Kaartemo, Elina Jaakkola, Matthew Alexander

Research output: Contribution to conferencePaperpeer-review

20 Downloads (Pure)


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


Conference16th International Research Symposium on Advancing Service Research and Practice
Abbreviated titleQUIS16
Internet address


  • service ecosystems
  • technology
  • postphenomenology
  • technological environmentality


Dive into the research topics of 'Roles of technology in actor engagement'. Together they form a unique fingerprint.

Cite this