Actor Ecosystem Readiness: Understanding the Nature and Role of Human Abilities and Motivation in a Service Ecosystem

Fueled by technological advances, service delivery today is increasingly realized among multiple actors beyond dyadic service encounters. Customers, for example, often collaborate with peers, service employees, platform providers, or other actors in a service ecosystem to realize desired outcomes. Yet such multi-actor settings pose greater demands for both customers and employees given added connectivity, changing roles, and responsibilities....