Purpose Many scholars have urged firms to empower consumers to become co-producers, arguing that this empowerment leads to a win-win situation that benefits consumers and providers alike. However, critical voices have emphasised that co-production is a way to exploit rather than empower...

Purpose – The purpose of this paper is to propose a framework for studying the process of technology‐based service system innovation from a broad perspective using an approach that elucidates the non‐linear facets of this process. The framework draws on Lévy‐Strauss's concept of...

The contemporary healthcare literature suffers from a disproportionate focus on ‘given’ externally created innovations, and belief in ordered, planned and well-funded implementation processes. As an alternative, the present paper highlights the potential of emergent change processes, using...