Actor roles in the service development process

Document Type

Journal Article

Publication Date


Subject Area

place - europe


The purpose of this study is to increase understanding of the different actors participating in the service development process, the roles they play, and the resources they contribute to the process. The public transport system in Sweden is a complex setting in which many actors control a variety of resources. Using the established tripartite network model (actors, activities, and resources), the present study identifies eight groups of actors: (1) the Strategic Creators; (2) the Competing Actors; (3) the Deciding Actors; (4) the Supporting Actors; (5) the Prime Movers; (6) the Suppliers; (7) the Service Performers, and (8) the Users. The primary contribution of this paper is to identify this novel typology of actors in the service development process. The study also proposes a conceptual model of the relationships among these various actors and their functions.


Permission to publish the abstract given by the Journal of Public Transportation.