The enactment of socially embedded service systems: Fear and resourcing in the London Borough of Sutton

Claes Högström and Bård Tronvoll

European Management Journal, 2012, vol. 30, issue 5, 427-437

Abstract: Recognising the importance of value-creating systems in action is vital for understanding how value is co-created through resource integration and mutual service provision. Value-creating systems are inherently dynamic and grounded in on-going human action. This article adopts structuration and enactment theory to enhance insights into how complex systems enable value co-creation. The concept of embeddedness (structural, cultural, political and cognitive) clarifies the duality of complex service system structures, in which behaviour and structure are intertwined through a process of socialisation. Actors in a complex service system act on the surrounding context and interpret the contextual responses of their actions through a sense-making process. The sense-making process then influences an actor’s mental models of the value that has been co-created, which implies a complex service system that has been socially constructed through negotiation and consensually validated through its own enactment. This study applies the framework to a case setting focused on fear of crime in the London Borough of Sutton.

Keywords: Service system; Structuration theory; Enactment theory; Value co-creation (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1016/j.emj.2012.06.002

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