Determinants for Value Cocreation and Collaborative Paths in Complex Service Systems: A Focus on (Smart) Cities

In the last few years, service science has opened a debate on the need to adopt new approaches to better understand emerging social and economic dynamics. Different research pathways are now considering the management of complex service systems (CSSs). In this paper, the authors focus attention on the phenomenon of "smart cities" as an example of CSSs with the aim of investigating which ways actor perceptions affect opportunities and willingness for value cocreation and collaborative action. Using a survey of a random sample of 374 providers and users of city service platform in the city of Brno, Czech Republic, actor perceptions were analyzed, and through structural equation modelling, the relationships between actor perceptions and willingness to build value cocreation and collaborative paths were tested.