Abstract
This chapter explores the applicability of a service ecosystem perspective in human-centered service contexts. The notion of service ecosystems springs from the literature on service-dominant logic (S-D logic), which has contributed to the rethinking of service exchange as a value creation processes rather than as production of output. It serves as a framework for studying systems of service systems and is relevant for capturing the complexity of value creation in certain human-centered service contexts. We address this complexity by integrating the service ecosystem perspective with institutional logics theory. This allows for an analysis of how negotiations of different outlooks, values, and beliefs influence the activation of resources across service systems and ultimately the ability to cocreate value. The chapter is based on data from the Norwegian “Introduction Program,” which is a public service offered to newly arrived refugees and immigrants granted asylum. As such, the chapter deals with complex service systems that provide services for users in vulnerable and marginalized positions. In this context, the solutions to problems and areas for improvements cannot be found in the digitalization of service processes. Thus, the chapter brings attention to service areas in which the impact of the digitalization of service processes is limited, or mainly indirect.
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Røhnebæk, M.T., Engen, M., Eide, T.H. (2019). Institutional Logics in Service Ecosystems: An Analysis of Immigration and Social Inclusion. In: Toivonen, M., Saari, E. (eds) Human-Centered Digitalization and Services. Translational Systems Sciences, vol 19. Springer, Singapore. https://doi.org/10.1007/978-981-13-7725-9_6
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