||Need a hand? Investigate the role of boundary object in co-creation process
||Department of Business Administration
Boundaries present as sameness and discontinuity to distinguish systems. Every (eco)system as well as the social world constrains and coordinates itself through institutions – “the rule of the game” – in its own domain. However, boundary-crossing activities are inevitable in value-creating service exchanges. In the sense of reaching a successful service exchange, it signals collision, negotiation, and consensus appropriation between boundaries under a specific context. Thus, possibility of going back and forth among aforementioned elements in the process of value co-creation is conjointly considered. This further suggests the adaptable characteristic of boundaries.
However, rare existing studies discuss the inconsistency of boundaries along co-creating process. To address this deficiency, this study employs service-dominant logic and boundary objects – a sort of arrangement that allow different groups who wish to cooperate to work together – as the lens to investigate cross-system co-creating process. This study adopts case study method to provide empirical evidence performing dynamism. Four cases are employed with consistent analyzing and presentation process to address abundance and integrity.
Moreover, this study aims to respond to Vargo and Lusch’s (2017) call for midrange theories concerning service-dominant logic, and intentions to contribute to value co-creating practices with the roles and usability of boundary objects. The discussion, theoretical and managerial implications, and conclusions as well as limitations and suggestions, are stated in the last chapter. Interplays between boundary object and actor, resource integration, and institutions are in discussion. Theoretically contributes to boundary object as contextual resource, and the concept of boundary object journey to investigate in co-creation process; managerial implication provides insights to utilize co-creation. This research concludes with urging the adoption of boundary object’s view in investigating interaction among co-creation process with the adoption of boundary object’s journey view among co-creation process.
Chapter 1 Introduction 1
Chapter 2 Literature Review 6
2.1 Value co-creation and service dominant logic 6
2.1.1 Actor-to-actor service exchange 10
2.1.2 Resource integration 12
2.1.3 Service systems 15
2.1.4 Institutions 17
2.2 Boundary object 20
2.3 Conclusion 25
Chapter 3 Research Method 30
3.1 Qualitative research method 30
3.2 Case study method and case identification 32
3.3 Research design 34
3.4 Data collection 36
3.5 Data analysis and data presentation 38
Chapter 4 Case Findings 41
4.1 Case 1 (System 1) – Teaching case as boundary object 41
4.1.1 Context: AMBA class – Qualitative Research Method 41
4.1.2 Co-creation process: In-class interaction 42
126.96.36.199 Warming up – Into the material 43
188.8.131.52 Get to the point – Elements of a good case 45
184.108.40.206 Comprehending – Back to the material 45
4.1.3 Summary 48
4.2 Case 2 (System 2) – Teaching case as boundary object 51
4.2.1 Context: CPC Internal training class for executive managers 51
4.2.2 Co-creation process: In-class interaction 52
4.2.3 Summary 57
4.3 Case 3 (System 3) – Nursing record as boundary object 60
4.3.1 Context: On nursing – Comprehensive clinical nursing practice 60
4.3.2 Co-creation process: In-class interaction 61
4.3.3 Summary 65
4.4 Case 4 (System 4) – ‘The silent teacher’ as boundary object 68
4.4.1 Context: On doctoring – Gross anatomy 68
4.4.2 Co-creation process: In-class interaction 69
4.4.3 Summary 75
4.5 Case findings summary 77
Chapter 5 Discussions, Implications, and Conclusions 83
5.1 Discussions: Addressing the research question 83
5.2 Implications 87
5.2.1 Theoretical implications 87
5.2.2 Managerial implications 88
5.3 Conclusions, limitations and future research 90
5.3.1 Conclusions 90
5.3.2 Limitations and future research 90
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