Complexity, Frictions, and Evolution in Service Ecosystems

This conceptual work focuses on service ecosystems dynamics, since\r\nthey can be crucial for innovation, resilience, and sustainability. Specifically, in this\r\nchapter these dynamics have been considered in relation to actors’ perspectives and\r\nperceptions on service ecosystem complexity and frictions. Recognizing the impor-\r\ntance of such elements in the evolution of service ecosystems, it offers a framework\r\nfor matching the three service ecosystem complexity states (ordered, manageable,\r\nand free complexity), the most common frictions (dilemmas, trade-offs, and para-\r\ndoxical tensions), and the main systems dynamics drivers (emergence and institu-\r\ntionalization). It also provides illustrations in the realm of healthcare systems and\r\ntheir relations with digitalization and new technologies. The study offers labels for\r\ncontexts and supports the selection of strategies to cope with complexity and related\r\nfrictions to both academics and practitioners.