Crisis behaviors as drivers of value co-creation transformation

• Published in: International journal of quality and service sciences Vol. 14; no. 5; pp. 1 - 15
• Main Authors: Edvardsson, Bo, Tronvoll, Bård
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Publishing Limited 19.12.2022; Emerald Group Publishing Limited; Emerald
• Subjects: Anxiety; Behavior shift; Business Administration; Consumer behavior; Coronaviruses; COVID-19; Crisis; Digital service platform; Emotions; Fear; Företagsekonomi; Institutional arrangements; Mental model; Motivation; Pandemics; Service ecosystem; Transformation; Values; Fear; Transformation; Behavior shift; Service ecosystem; Institutional arrangements; Digital service platform; Mental model; Crisis
• ISSN: 1756-669X; 1756-6703; 1756-669X; 1756-6703
• DOI: 10.1108/IJQSS-01-2021-0001

Purpose The paper aims to conceptualize how behavioral shifts in times of crisis drive the transformation of value co-creation. Design/methodology/approach Referencing two empirical contexts, the paper explores how digital service platforms facilitate changes in actors’ mental models and institutional arrangements (legal, social, technological) that drive transformation of value co-creation in service ecosystems. Findings The proposed conceptual framework contributes to existing research by identifying micro-level changes in actors’ mental models and macro-level changes in institutional arrangements enabled by digital service platforms in service ecosystems. In particular, the framework identifies motivation, agility and resistance as moderators of behavioral shifts in times of crisis. This account offers a finer-grained theorization of the moderating factors and underlying mechanisms of service ecosystem transformation but does not extend to the ensuing “new normal.” Practical implications The proposed framework indicates how digital platforms support shifts in actors’ behavior and contribute to the transformation of value co-creation. While the enablers are situation-specific and may therefore vary according to the prevailing conditions, the actor-related concepts advanced here seem likely to remain relevant when analyzing the transformation of value co-creation in other crisis situations. Originality/value The new conceptual framework advanced here clarifies how behavioral shifts during a crisis drive the transformation of value co-creation and suggests directions for future research.