Samtidigt som fokuset på hållbarhetsarbete inom organisationer har ökat, har det även resulterat i frågor om hur företag skapar ett hållbart värde. Hållbarhet har definierats utifrån tre grundpelare: miljömässig-, ekonomisk- och socialhållbarhet. Inom tjänsteteori har intresset för hållbarhetsteorier ökat, men relationen mellan dessa områden är relativt outforskade. Detta är förvånansvärt då många organisationer är beroende av hållbart värdeskapande. Således är syftet med studien att alstra förståelse för hur aktörer skapar värden inom ett hållbart tjänsteekosystem. Studien utgår från ett makroperspektiv eftersom viktiga implikationer för värdeskapande kan upptäckas då hållbarhet genererar värde för flera aktörer. Det teoretiska ramverket omfattar tre delar; teori om tjänsteekosystem, hållbarhet och en sammanföring mellan dessa områden. Eftersom värdeskapande inom hållbara tjänsteekosystem är relativt outforskat valdes en kvalitativ och explorativ ansats för att undersöka hur hållbart arbete inom ett tjänsteekosystem bidrar till att skapa värde.  Analysen förankras i nio semistrukturerade intervjuer som genomfördes med respondenter från olika organisationer som tillhörde företagsklustret Paper Province. Intervjuerna kombineras med teori för att skapa en koppling mellan ett empiriskt fall och teori. Deltagande respondenter hade hög befattning inom respektive organisation, vilket var viktigt för att förstå organisationens struktur. Studien visar att hållbarhet inte bara ligger till grund för organisationers värdeskapande logik utan även skapar en grund för arbetsstrukturer. Genom att utgå från tjänstedominant logik ger analysen ett nytt sätt att se på hållbara aktörers värdeskapande. Inom det hållbara tjänsteekosystemet skapar aktörer förutsättningar för ett högre samhällsvärde till följd av hållbar resursintegration. / At the same time as the focus on sustainability work within organizations has increased, it has also resulted in questions about how companies create sustainable value. Sustainability has been defined based on three pillars: environmental, economic, and social sustainability. In service theory, interest in sustainability theories has increased, but the relationship between these areas is relatively unexplored. This is surprising as many organizations are dependent on sustainable value creation. Thus, the study aims to generate an understanding of how actors create value within a sustainable service ecosystem. The study is based on a macro perspective because important implications for value creation can be discovered as sustainability generates value for several actors. The theoretical framework comprises three parts; theory of service ecosystems, sustainability, and a merger between these areas. Since value creation in sustainable service ecosystems is relatively unexplored, a qualitative and exploratory approach was chosen to investigate how sustainable work in a service ecosystem contributes to creating value.  The analysis is anchored in nine semi-structured interviews conducted with respondents from various organizations that belonged to the Paper Province cluster. The interviews are combined with theory to create a connection between an empirical case and theory. Participating respondents held senior positions within each organization, which was important for understanding the organization's structure. The study shows that sustainability forms the basis for organizations' value-creating logic and creates a basis for work structures. Based on service-dominant logic, the analysis provides a new way of looking at sustainable players' value creation. Within the sustainable service ecosystem, actors create conditions for a higher societal value because of sustainable resource integration.

Thesis (M.E.S.)--York University, 2004. Graduate Programme in Environmental Studies. / Typescript. Includes bibliographical references (leaves 109-112). Also available on the Internet. MODE OF ACCESS via web browser by entering the following URL: LINK NOT YET AVAILABLE.

Dagens samhälle lägger mer fokus på hållbarhet än tidigare, där institutionella investerare är en central aktör, vilket gör att intresset för hållbara investeringar växer. Institutionella investerare har skiftat fokus mot mer hållbara investeringar på grund av press från deras kunder och företagen har idag ett stort socialt ansvar, grundat på sociala-, bolagsstyrnings- och miljökriterier. Aktörer på finansmarknaden erbjuder idag ett stort antal gröna fonder, där de ställer hållbarhetskrav på bolaget som ingår i fonden. Företagen som ger ut hållbarhetsrapporten har även ett ökat engagemang för att ge ut rapporter av hög kvalité, samtidigt som kraven på rapporterna har ökat. 2014 presenterades ett nytt EU-direktiv som ligger till grund för den svenska lagstiftning som trädde i kraft 2016. Den nya lagen innehåller bestämmelser om att bolag med en viss storlek ska upprätta en hållbarhetsrapport och företagen ska även lämna upplysningar kring sociala förhållanden, miljö, personal, korruption och mänskliga rättigheter. Vilka icke-monetära värde som skapas genom en hållbarhetsrapport har till viss del undersökts, men vilka faktorer som bidrar till detta värde har inte tydligt förklarats. Därav var syftet med studien att genom ett tjänstelogiskt perspektiv förstå vilka värdefaktorer i hållbarhetsrapporteringen som påverkar värdeförslaget baserat på icke-monetära värden till institutionella investerare. Genom förståelse för existerande brister i dagens hållbarhetsrapporter kopplat till lagkrav och extern granskning var syftet att presentera hur ett tydligare värdeförslag kan uppnås i framtiden. I studien tillämpades en kvalitativ ansats där telefonintervjuer genomfördes med 11 respondenter med goda kunskaper inom området. Resultatet visar på att det finns värdefaktorer som skapar ett värdeförslag idag, där de mest centrala faktorerna var information kring risker och möjligheter, samt hur bolagets självkännedom kan gynna både företagets interna verksamhet och externa kommunikation. De främsta bristerna som i hållbarhetsrapporterna var bristen på jämförbarhet och bristen på tydliga, kvantifierbara mål. För att skapa ett tydligare värdeförslag föreslogs fortsatt samarbete mellan aktörerna, en ökad extern granskning, enhetliga ramverk samt ändrat lagstiftning för att driva utvecklingen kring rapporteringen framåt.

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This study is rooted in the Service Dominant Logic (SDL) theory and explores the phenomenon of value co-destruction, the context being chatbot-mediated customer service, with a focusing on chatbots affiliation with value-co-destruction and on the impacts outsideof the dyadic relationship between the service provider and receiver, described as the broader consumer ecosystem. It is evident that the relationship between businesses and consumers is being revolutionized through the implementation of chatbots, claiming benefits such as improved operational efficiency, and non-time specific service. However, Plé (2017) argues that SDL research is overly focused on value co-creation and not enough on value codestruction, as well as being too narrowly focused on specific factors, therefore more studies are needed in exploring the effects on the broader ecosystem involved. Therefore, this study aims to explore the value co-destruction and its effects on the broader consumer ecosystem. The research was conducted using a qualitative method, through an interpretivist research philosophy to collect data in the form of the subjective and personal experiences of customers. It also utilized an abductive approach to allow for the generation of new insights through combining established knowledge, empirical evidence, and theory to formulate a proposition and interpretation beyond what is initially apparent. Through semi-structured interviews, 9 participants with prior experiences of customer service orientated interactions with chatbots across various industries were conducted. To analyze the data, a thematic analysis was employed where the findings indicate that in chatbot interactions which result in value co-destruction the effects affect a broader number of stakeholders in the consumer ecosystem such as family and friends.

The emergence of digital technology, social media and ubiquitous computing in the 21stcentury changed customer behavior and created new possibilities, but also challenges, forcompanies offering their services. The new customer generation is more tech-savvy thanever before, and therefore places higher demands on companies to have well-designed experienceswith services that can be consumed through various channels. This study investigatesthese service environments to see if they are actively shaped to cross-channel ecosystemsby the companies or if the companies react to the demands of their customers. Furthermore,the goal of this thesis is to find out how the current theory of cross-channel userexperience can assist in formulating design strategies for service ecosystems. To determinethis, the authors conducted a theoretical analysis of the current IS literature and created,based on that, a cross-channel user experience design framework. Within a case study of aSwedish transportation company, company and user interviews, direct observations of theavailable service artifacts, analysis of documentation, and the design of the user journeyswere executed to assess the as-is ecosystem. On the basis of these results, it was proventhat cross-channel ecosystems are shaped based on user demands. The created frameworkwas applied to formulate a language of critique of the cross-channel user experience designof the underlying case study, and the framework was proven to be applicative to practiceafter adjusting it to its final version.

This paper explores the value propositions that exist within ecosystems comprised of organizational and individual actors. The concept of value in general and how value is cocreated in multi-actor networks is explored by using service-dominant logic. The ecosystem is further framed by the intrinsic traits of digital technology as portrayed in The Layered Architecture of Digital Technology. Together, both of these framing conventions create what the paper refers to as a digital service ecosystem. In order to understand the important characteristics of a digital service ecosystem this paper analyzes a case study involving several actors participating in an ecosystem project in northern Sweden. This paper identifies six overarching themes that serve as the basis for three value propositions. A model is introduced as a way to simplify the understanding of each value proposition and how they interact with one another.

Economy professor Kjell Nordström argued at the Nordic Business forum Sweden, that regions such as Värmland would turn into wastelands in the aftermath of digitalization and urbanization. Digitalization has rapidly changed service provision effecting the provider-user interaction and service options available. To stay competitive, a sustainability report on the region recommends local actors to find common goals to enhance the value-proposition providing advantages not offered by larger elsewhere controlled or e-commerce actors. Previous studies regarding value co-creation conclude that due to macro level influences such as digitalization, a systemic approach is vital. Hence, this thesis uses a service ecosystem, approach addressing the problem and research inquiries regarding relationship market influence in and among various levels and relationship construction for mutual member goals capturing value. The aim of this thesis is to explore how actors can increase their resilience towards macro level influences. The empirical data was gathered through conducting a qualitative exploratory case study using non-probability sampling to map the service ecosystem around a resilient actor. The data collection comprised of field observation, a brief document analysis and seven semi-structured interviews. Five interviews with different actors supported by two interviews with key customers. The data was processed and thematically analyzed through coding and grouping. Findings was then compared to the theoretical framework and discussed in relation to the background and problem. The study concluded that actors were unable of making an impact individually and essentially need goal alignment for institutional change. However, depending on actor size, type, level of digitalization, and market aim, the importance varies. Actors primarily targeting a regional market were considered dependent on goal alignment and institutional change for resilience. By accomplishing collective goals ecosystem members indirectly achieve individual goals increasing competitiveness, enhancing the business climate. Through institutional change members counteract and restructure the ecosystem adjusting to macro level changes affecting the meso and micro interaction creating resilience.

Forskningsfrågor: Hur kan traditionella banker etablera strategiska allianser med FinTech-bolag i ett förändrat serviceekosystem? Hur kan traditionella banker med hjälp av coopetition med FinTech-bolag skapa värde till slutanvändare? Syfte: Syftet med denna studie är att undersöka hur svenska banker följer med i den digitala samhällsutvecklingen i och med ett förändrat serviceekosystem genom att etablera strategiska allianser med FinTech-bolag, som kan leda till utveckling av innovativa lösningar. Detta för att möta kundernas förändrade kravbild om bankernas tjänster. Metod: I denna studie användes en kvalitativ forskningsmetod som baseras på banker i Sverige. Kvalitativa data samlades in genom semistrukturerade intervjuer, där den empiriska data analyserades med en tematisk analys med hjälp av utvalda teorierna.  Slutsats: Etablering av strategiska allianser sker genom liknande eller samma värderingar, tillsammans med ett grundbehov och en problembakgrund hos båda aktörerna för att gemensamt kunna ge ett utbyte av värde. Coopetition med FinTech-bolag kommer att skapa värde till slutanvändare genom förmågan att skapa nya lösningar och tjänster som till slut ger värde till slutanvändare. / Research questions: How can traditional banks establish strategic alliances with FinTech-companies within a changed service ecosystem? How can traditional banks coopete with FinTech-companies, to deliver value to the end users? Purpose: The purpose of this thesis is to investigate to what extent Swedish banks establish strategic alliances with FinTech-companies to adapt to the digital societal development driven by a changed service ecosystem. This has a possibility of resulting in a development of innovative solutions which is crucial to meet customers' changing demands for the bank's services. Method: A qualitative research method, based on banks located in Sweden, is used for the thesis. The qualitative data was collected through semi-structured interviews and the empirical data was analysed through a thematic analysis with help from selected theories. Conclusion: The establishment of strategic alliances occurs through similar or equal values, accompanied by a basic need and a problem background that exists within both actors to jointly provide exchange of value. Coopetition with FinTech-companies allows to create value for the end-users through the ability to introduce new solutions and services

Background: Customers’ easy access to information and communications technology has increased the pressure for firms to deliver good experiences within tourism. This is due to that customers can now easily compare tourism services between different firms online. The quality of experiences is affected by good service delivery that can be improved by several actors within a service ecosystem. Furthermore, service delivery leads to value co-creation between all the actors that are involved. Purpose: The purpose of this study is to examine how firms can create good experiences via service ecosystems and how they can co-create value with local service providers. Methodology: The study follows a qualitative research approach. Findings are based on an embedded case study consisting of interviews, observation participation and information from secondary sources such as official documents and documents from the case firm. Findings: Travel firm scan create good experiences by having an organisational culture and structure that increases commitment within the organization and service ecosystem. This can be achieved by aligning organisational goals with the goals of the actors within the service ecosystem. Furthermore, experiences can be improved by technology since it allows for smoother communication within the ecosystem. Good experiences can lead to brand value, which can result in positive electronic word of mouth and more customers. More customers increase economic value within the service ecosystem, which can increase the standard of living for local service providers. In addition, service ecosystems can yield intangible value from social and environmental aspects.