Theorizing about resource integration : Studies of actors and service innovation in dynamic contexts

Resource integration represents the most foundational construct in service-dominant (S-D) logic, but efforts to theorize about the concept are scarce, especially in regards to actors and service innovation in dynamic contexts. By theorizing about resource integration from a S-D logic perspective, this thesis aims to contribute to filling that gap through two conceptual and two empirical papers, based on extensive literature reviews and interviews. This thesis builds on a wide range of literature to theorize about resource integration, but it predominantly focuses on literature utilizing a service perspective and literature in psychology to study actors as resource integrators in value co-creation processes and service innovation, as well as what mechanisms enable and drive actors to perform these activities with greater success than other actors. The actor as a driver of activities in value co-creation processes not only needs to integrate the right resources, but also integrate the resources right. Furthermore, actors must be agile to respond to change and continuously innovate to maintain competitive advantages. Hence, explorative and exploitative resource integration should be considered the norm in companies, rather than the exception. The results of this study contribute to linking two central concepts of service research, namely, resource integration and service innovation, and theorizing about resource integration as a phenomenon through combining conceptual and exploratory research about actors’ ability to effectively and efficiently integrate resources and develop innovative solutions in services and service delivery through explorative and exploitative resource integration. By zooming in on micro-level phenomena, we have investigated elements and mechanisms that give energetic force and drive the actors performing activities. In a complex, dynamic world filled with problems and challenges, being able to adapt to changing environments, being resourceful and creative, and being able to solve problems under stress may be the most important abilities actors need to face the unpredictable future

A Multi-Dimensional Approach for Framing Crowdsourcing Archetypes

All different kinds of organizations – business, public, and non-governmental alike – are becoming aware of a soaring complexity in problem solving, decision making and idea development. In a multitude of circumstances, multidisciplinary teams, high-caliber skilled resources and world-class computer suites do not suffice to cope with such a complexity: in fact, a further need concerns the sharing and ‘externalization’ of tacit knowledge already existing in the society. In this direction, participatory tendencies flourishing in the interconnected society in which we live today lead ‘collective intelligence’ to emerge as key ingredient of distributed problem solving systems going well beyond the traditional boundaries of organizations. Resulting outputs can remarkably enrich decision processes and creative processes carried out by indoor experts, allowing organizations to reap benefits in terms of opportunity, time and cost. Taking stock of the mare magnum of promising opportunities to be tapped, of the inherent diversity lying among them, and of the enormous success of some initiative launched hitherto, the thesis aspires to provide a sound basis for the clear comprehension and systematic exploitation of crowdsourcing. After a thorough literature review, the thesis explores new ways for formalizing crowdsourcing models with the aim of distilling a brand-new multi-dimensional framework to categorize various crowdsourcing archetypes. To say it in a nutshell, the proposed framework combines two dimensions (i.e., motivations to participate and organization of external solvers) in order to portray six archetypes. Among the numerous significant elements of novelty brought by this framework, the prominent one is the ‘holistic’ approach that combines both profit and non-profit, trying to put private and public sectors under a common roof in order to examine in a whole corpus the multi-faceted mechanisms for mobilizing and harnessing competence and expertise which are distributed among the crowd. Looking at how the crowd may be turned into value to be internalized by organizations, the thesis examines crowdsourcing practices in the public as well in the private sector. Regarding the former, the investigation leverages the experience into the PADGETS project through action research – drawing on theoretical studies as well as on intensive fieldwork activities – to systematize how crowdsourcing can be fruitfully incorporated into the policy lifecycle. Concerning the private realm, a cohort of real cases in the limelight is examined – having recourse to case study methodology – to formalize different ways through which crowdsourcing becomes a business model game-changer. Finally, the two perspectives (i.e., public and private) are coalesced into an integrated view acting as a backdrop for proposing next-generation governance model massively hinged on crowdsourcing. In fact, drawing on archetypes schematized, the thesis depicts a potential paradigm that government may embrace in the coming future to tap the potential of collective intelligence, thus maximizing the utilization of a resource that today seems certainly underexploited

Institutional Preconditions Influencing Banks Adopting Software-as-a-Service and Mobilizing for Servitization

Studies on change within an institution or to drive a new one where cooperation from a numerous dispersed actors is required are lacking. This study explores mobilization as describing a firm’s activities to motivate others to join their vision to shape a new market. The institutional settings firms previously adhered to prior to mobilizing into the new market, or institutional preconditions, could influence mobilization activities and thus need to be considered as well. Whether, and if so and how, firms mobilize and the role institutional preconditions play are addressed for the case of banks adopting a software-as-a-service (SaaS) model. Exploratory qualitative methods are used and SaaS adoption factors for the banking industry are explored. Results are discussed and future research suggestions are offered

From protest to production: enlarging the boundaries of social movements in crisis-ridden Greece

The recent economic crisis had severe consequences for the countries of the European South; at its epicenter, Greece experienced tremendous economic, social and political transformations. The imposition of harsh austerity measures resulted in the sharp increase of unemployment, the dissolution of labor rights, budget reductions in health and education and the broader deconstruction of the former welfare state. At the same time, these measures were welcomed by a polymorphous movement against austerity. The square movement, continuous national strikes as well as large scale protests and demonstrations have carved out a contentious environment in Greece\u2019s crisis-ridden landscape. These protest events brought new activists in the streets and transformed the criticism against austerity to a broader distaste for the neoliberal representative democracy. Confronted with the impoverishment of large segments of the Greek population, the anti-austerity mobilizations gave birth to new grassroots solidarity structures. Barter clubs, markets without middlemen, collective kitchens, social clinics, workers\u2019 collectives and social cooperatives constitute only a few examples. Together with the eruption of these new initiatives, traditional social movement organizations (SMOs) shift their focus towards the provision of service-oriented repertoires. This process witnesses the enlargement of previously stable practical and conceptual boundaries. In line with post-modern accounts, this thesis argues that previously clear-cut boundaries, which used to distinguish the different roles within the social movement communities, become fluid, while the relationship between social movements and institutional actors gets blurred. The process of boundary enlargement in Greece is represented by the incorporation of service-oriented practices within the SMOs\u2019 repertoires of action, something which is further accelerated due to the conditions of crisis and austerity. By focusing on the social movement scenes of health, food and labor, this inquiry explores the contentious dynamics and mechanisms that contributed to the enlargement of the SMOs\u2019 boundaries. Through qualitative field research in SMOs in Athens and Thessaloniki, we analyze the changes in terms of their organizational structure, resources and identities. Additionally, by emphasizing the similarities and differences in their trajectories, we shed light on the new dilemmas that SMOs are faced with, providing a substantial explanation of how the crisis has affected the passage from the politics of protest to the politics of production

Social Movements and Solidarity Structures in Crisis-Ridden Greece

Social Movements and Solidarity Structures in Crisis-Ridden Greece explores the rich grassroots experience of social movements in Greece between 2008 and 2016. The harsh conditions of austerity triggered the rise of vibrant mobilizations that went hand-in-hand with the emergence of numerous solidarity structures, providing unofficial welfare services to the suffering population. Based on qualitative field research conducted in more than 50 social movement organizations in Greece’s two major cities, the book offers an in-depth analysis of the contentious mechanisms that led to the development of such solidarity initiatives. By analyzing the organizational structure, resources and identity of markets without middlemen, social and collective kitchens, organizations distributing food parcels, social clinics and self-managed cooperatives, this study explains the enlargement of boundaries of collective action in times of crisis