Iterative uncertainty reduction in multi-actor smart service innovation

Abstract Smart service innovation is the process of reconfiguring resources, structures, and value co-creation processes in systems that result novel data-driven offerings. The nature such offerings requires involvement multiple actors, which has been investigated by a few studies only. In particular, little known about actors’ efforts to manage uncertainty establishing smart systems. Empirically grounded data from 25 interviews with industry experts, we explore how organizations act interact processes. For our analysis, adopt microfoundational view derive theoretical model conceptualizes actor engagement as microfoundation for iterative reduction actor-to-actor network system. Our study contributes information research on engineering digital transformation explaining both multi-actor multi-level perspective, drawing service-dominant (S-D) logic microfoundations well-established lenses.