Authors: Patrik Gottfridsson
Purpose of the paper and literature addressed: The aim of the study is to create an
understanding of how different actors contribute by giving access to the necessary resources
needed for the developing of new services and what role the actors play in the servicedevelopment
process. In order to increase this understanding two main theoretical areas hvae
been addressed service development and the classical IMP-model that considers “Actors,
Activities and Resources” (Håkansson & Johansson, 1992 and Håkansson & Snehota, 1995).
Research method: To be able to reach a deeper understanding of how small enterprises
develop services there has been a focus on a smaller number of enterprises (11 enterprises)
over a relatively long period (18 months). Three major interviews were conducted with each
company and between the interviews, contact was made with the interviewees (by e-mail and
telephone) in order to clarify any unclear issues from the interviews. The interviews were
semi-structured to allow for flexibility with regard to questions and to provide respondents
with the scope to explain their views more freely.
Research findings: Based on the empirical analysis the study identifies seven main
categories of actors who were involved in the service-development processes. These actors
are: supporting actors competing actors suppliers/partners customers/users management
team, strategy creators and deciding actors service performers and the prime-movers. Each
of these actor groups contribute with different types of resources and their role varies during
the development process. The different actor groups’ relationship and their roles are
discussed in detailed and conceptualized in a model that describes the service development
from an ARA-perspective.
Main contribution: The main contribution is the identification of the actor groups and the
model that describes the service development from an ARA-perspective.
Classification: Research study.
Key word:Service, Service development from a network perspectiv,e Small companies
Journal: ( – )
Web Address:
Publish Year:
Conference: Glasgow, Scotland (2011)