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Service science: an actor-network theory approach
Carroll, Noel; Richardson, Ita; Whelan, Eoin
Service comprise of socio-technical (human and technological) factors which exchange various resources and competencies. Service networks are used to transfer resources and competencies, yet they remain an underexplored and ‘invisible’ infrastructure. Service networks become increasingly complex when technology is implemented to execute specific service processes. This ultimately adds to the complexity of a service environment, making it one of the most difficult environments to examine and manage. In addition, although the emerging paradigm of ‘Service Science’ calls for more theoretical focus on understanding complex service systems, few efforts have surfaced which apply a new theoretical lens on understanding the underlying trajectories of socio-technical dynamics within a service system. This paper presents a literature review on Actor-Network Theory (ANT) and discusses how it may be employed to examine the socio-technical nature of service networks. ANT offers a rich vocabulary to describe the interplay of socio-technical dynamics which influence the service system reconfiguration. Thus, this paper offers a discussion on how ANT may be employed to examine the complexity of service systems and service innovation.
Keyword(s): actor-network theory; literature review; service innovation; service network; service science
Publication Date:
2012
Type: Journal article
Peer-Reviewed: Yes
Language(s): English
Institution: University of Limerick
Funder(s): Science Foundation Ireland
Citation(s): info:eu-repo/grantAgreement/EC/FP7/215483
International Journal of Actor-Network Theory and Technological Innovation (IJANTTI);4(3), pp. 51-69
http://www.igi-global.com/article/service-science-actor-network-theory/69797
215483
03/CE2/I303_1
Publisher(s): IGI Global
First Indexed: 2012-10-06 05:26:49 Last Updated: 2015-12-18 05:27:04