Actor-Network Theory for Service Innovation

Services have become the key value driver for companies. Currently there is a lack of understanding of the science underlying the design and operation of service systems. New conceptual understanding and theoretical underpinnings are required to systematically describe the nature and behaviour of service systems. We believe that Actor Network Theory (ANT) can be used as a theoretical lens to study the development and adoption of service innovation. The development of and adoption of service innovation requires the integration of multiple elements including people, technologies and networks across organisations. Technologies and interests of actors need to be aligned and coordinated for successful service innovation. In this article we show how ANT is adopted as a theoretical framework for understanding the relationships among the actors and show how these actors have their needs shaped by the network formation during the development and adoption of service innovation for a university.