Minna Pikkarainen, Laura Kemppainen, Yueqiang Xu, Miia Jansson, Petri Ahokangas, Timo Koivumäki, He Hong Gu and Julius Francis Gomes
Covid has increased the usage of multisided digital platforms. For companies, this has become a business opportunity. Data usage on platforms requires that platform companies…
Abstract
Purpose
Covid has increased the usage of multisided digital platforms. For companies, this has become a business opportunity. Data usage on platforms requires that platform companies co-create services for common customers. In this case, the target is not to make the same value proposition but rather to use the resources such as data, knowledge, technology, or institutions in a complementary manner. Platforms are characterized as a combination of hardware and software including standards, interfaces, and rules making it possible for different ecosystem players to complement and interact in the ecosystem. Current ecosystems include several platforms that do not work without resource integration. The purpose of this study is to increase understanding what do we mean by resource complementarity in service ecosystems.
Design/methodology/approach
This study was done via an in-depth qualitative case study in which a health service ecosystem co-creating technological surgery innovation was used as a unit of analysis.
Findings
The authors’ findings suggest that key resource capabilities, to enable complementarity in service ecosystems, are motivation, knowledge, skills, data and complementary designed technology components.
Research limitations/implications
The authors’ study increases theoretical understanding of what does one mean by construct of resource complementarity.
Practical implications
From a managerial perspective, it is shown that organizations need to develop adaptive capabilities to utilize internal and external competencies and resources and enable co-creative processes within the service ecosystem.
Originality/value
Very few empirical studies in the marketing literature have focused on multi-sided digital platforms and their resource complementarity in the data-driven healthcare ecosystem settings.
Details
Keywords
Lerzan Aksoy, Linda Alkire (née Nasr), Jay Kandampully, Laura Kemppainen, Lu Kong and Laura E. McClelland
The purpose of this study is to highlight the role that service firms can play to improve societal health and create symbiotic value, defined as value created as a result of…
Abstract
Purpose
The purpose of this study is to highlight the role that service firms can play to improve societal health and create symbiotic value, defined as value created as a result of collaborative relationships between the firm, its employees, customers and the communities in which it operates.
Design/methodology/approach
This manuscript examines the case of Millennials as they make up a dominant portion of the current workforce in society and proposes a conceptual framework for symbiotic value creation.
Findings
This study identifies the need to develop supporting mechanisms for the growing role of Millennials as employees and members of society that ultimately, in turn, create symbiotic value.
Originality/value
The paper proposes an integrative framework beyond the traditional and siloed examination of linkages between employee, customer, firm and society, creating new opportunities for extending a service theory and practice.