Technology-enabled value co-creation: An empirical analysis of actors, resources, and practices

• We explore the nature of technology-enabled value co-creation in service systems.
• The extent to which economic actors depend on ICT is contingent on their role.
• All economic actors either generate or exchange resources, or facilitate exchange.
• Technology-enablement can increase the likelihood of resource scarcity.

How do economic actors in complex business-to-business (B2B) service systems co-create value when resource exchange is contingent on available and accessible Information and Communication Technology (ICT)? In this paper, we draw on findings from a multiple case study of the consulting industry to provide empirical insights into the nature of these technology-enabled value co-creation processes. Our analysis demonstrates that technology-enabled value co-creation processes are complex interactions between interdependent actors who perform any of eight distinct roles. Specifically, our theoretical contribution consists of five propositions that define the roles of actors (who?), resources (what?), and practices (how?) underlying technology-enabled value co-creation in complex B2B service systems. This exploratory study establishes a foundation for future research, and offers managerial guidance in this increasingly important area.