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The algorithm and the crowd: considering the materiality of service innovation

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  • Orlikowski, Wanda J.
  • Scott, Susan V.

Abstract

This special issue acknowledges important innovations in the world of service and within this domain we are particularly interested in exploring the rise and influence of web-based crowd-sourcing and algorithmic rating and ranking mechanisms. We suggest that a useful way to make sense of these digital service innovations and their novel implications is to recognize that they are materialized in practice. We thus need effective conceptual and analytical tools that allow us to take materiality seriously in our studies of service innovation. To this end, we propose some theoretical ideas relating to a sociomaterial perspective, and then highlight empirically how this perspective helps us analyze the specific service materializations enacted through the algorithmic configuring of crowd-sourced data, and how these make a difference in practice to the outcomes produced.

Suggested Citation

  • Orlikowski, Wanda J. & Scott, Susan V., 2015. "The algorithm and the crowd: considering the materiality of service innovation," LSE Research Online Documents on Economics 57601, London School of Economics and Political Science, LSE Library.
    • Handle: RePEc:ehl:lserod:57601
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    1. Martha S. Feldman & Wanda J. Orlikowski, 2011. "Theorizing Practice and Practicing Theory," Organization Science, INFORMS, vol. 22(5), pages 1240-1253, October.
    2. Michel Callon & Fabian Muniesa, 2005. "Economic markets as calculative collective devices," Post-Print halshs-00087477, HAL.
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    2. Claudio Vitari & Elisabetta Raguseo, 2016. "Big data value and financial performance: an empirical investigation [Digital data, dynamic capability and financial performance: an empirical investigation in the era of Big Data]," Post-Print halshs-01923271, HAL.
    3. Jordan Vazquez & Cécile Godé & Jean-Fabrice Lebraty, 2018. "Environnement big data et décision : l'étape de contre la montre du tour de France 2017," Post-Print halshs-02188793, HAL.
    4. Machado Léo, Ricardo & Tello‐Gamarra, Jorge, 2016. "Inovac¸ão em servic¸os: estado da arte e perspectivas futuras [Innovation in services: state of the art and future perspectives]," MPRA Paper 82195, University Library of Munich, Germany, revised 29 Mar 2017.
    5. Suvi Nenonen & Kaj Storbacka, 2021. "Market-shaping: navigating multiple theoretical perspectives," AMS Review, Springer;Academy of Marketing Science, vol. 11(3), pages 336-353, December.
    6. Ravi Thambusamy & Prashant Palvia, 2020. "U.S. Healthcare Provider Capabilities and Performance: the Mediating Roles of Service Innovation and Quality," Information Systems Frontiers, Springer, vol. 22(1), pages 91-111, February.
    7. Zhewei Zhang & Youngjin Yoo & Kalle Lyytinen & Aron Lindberg, 2021. "The Unknowability of Autonomous Tools and the Liminal Experience of Their Use," Information Systems Research, INFORMS, vol. 32(4), pages 1192-1213, December.
    8. Claudio Vitari & Elisabetta Raguseo, 2016. "Big data value and financial performance: an empirical investigation [Digital data, dynamic capability and financial performance: an empirical investigation in the era of Big Data]," Grenoble Ecole de Management (Post-Print) halshs-01923271, HAL.
    9. Aimé, Isabelle & Berger-Remy, Fabienne & Laporte, Marie-Eve, 2022. "The brand, the persona and the algorithm: How datafication is reconfiguring marketing work☆," Journal of Business Research, Elsevier, vol. 145(C), pages 814-827.
    10. Morgan-Thomas, Anna & Dessart, Laurence & Veloutsou, Cleopatra, 2020. "Digital ecosystem and consumer engagement: A socio-technical perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 713-723.
    11. Cong Cheng & Mengxin Zhang, 2023. "Conceptualizing Corporate Digital Responsibility: A Digital Technology Development Perspective," Sustainability, MDPI, vol. 15(3), pages 1-21, January.
    12. Olivera Marjanovic & Vijaya Murthy, 2016. "From product-centric to customer-centric services in a financial institution – exploring the organizational challenges of the transition process," Information Systems Frontiers, Springer, vol. 18(3), pages 479-497, June.
    13. Elisabetta Raguseo & Claudio Vitari, 2017. "Investments in big data analytics and firm performance: an empirical investigation of direct and mediating effects," Post-Print halshs-01923259, HAL.
    14. Claudio Vitari & Elisabetta Raguseo, 2019. "Big data analytics business value and firm performance: Linking with environmental context," Post-Print hal-02293765, HAL.
    15. Jordan Vazquez & Cécile Godé & Jean-Fabrice Lebraty, 2021. "Environnement big data et prise de décision : maintien de l'ordre durant un évènement sportif d'ampleur," Post-Print hal-03252399, HAL.
    16. Ramadan, Zahy B., 2021. "“Alexafying†shoppers: The examination of Amazon's captive relationship strategy," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    17. Martha S. Feldman & Brian T. Pentland & Luciana D’Adderio & Nathalie Lazaric, 2016. "Beyond Routines as Things: Introduction to the Special Issue on Routine Dynamics," Organization Science, INFORMS, vol. 27(3), pages 505-513, June.
    18. Elisabetta Raguseo & Claudio Vitari, 2017. "Investments in big data analytics and firm performance: an empirical investigation of direct and mediating effects," Grenoble Ecole de Management (Post-Print) halshs-01923259, HAL.
    19. Daniel Fürstenau & Catherine Cleophas & Natalia Kliewer, 2020. "How Do Market Standards Inhibit the Enactment of Digital Capabilities?," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(4), pages 279-287, August.
    20. Maha Shaikh & Emmanuelle Vaast, 2023. "Algorithmic Interactions in Open Source Work," Information Systems Research, INFORMS, vol. 34(2), pages 744-765, June.

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    More about this item

    Keywords

    algorithms; crowds; innovation; materiality; performativity; practice; sociomateriality;
    All these keywords.

    JEL classification:

    • J50 - Labor and Demographic Economics - - Labor-Management Relations, Trade Unions, and Collective Bargaining - - - General

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