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 language | English |
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| Number of pages | 11 |
| Publication status | Published - 10 Jun 2019 |
| Event | 16th International Research Symposium on Advancing Service Research and Practice - Karlstad, Sweden Duration: 10 Jun 2019 → 13 Jun 2019 https://www.kau.se/ctf/quis16-2019 |
Conference
| Conference | 16th International Research Symposium on Advancing Service Research and Practice |
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| Abbreviated title | QUIS16 |
| Country/Territory | Sweden |
| City | Karlstad |
| Period | 10/06/19 → 13/06/19 |
| Internet address |
Keywords
- service ecosystems
- technology
- postphenomenology
- technological environmentality