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Comprendre la transformation institutionnelle et structurelle d'un système de service public urbain qui devient smart : une approche néo-schumpétérienne pour comprendre l'innovation technologique et institutionnelle dans les systèmes de service

Abstract : This thesis contributes to the understanding of an emergent and complex phenomenon: transformation/smartization of the urban public service system. This involves innovative, context-sensitive and interoperable public service systems, as well as the cross combination of different services sectors such as transport, tourism, taxes, etc. We define three pillars of service science : Service System (SS), Service Innovation (IS) and Institutional Service Logic (LIS) in order to develop a process and content research to understand the dynamics of urban public service system institutional and structural transformation. We propose a method based on Latent SemanticAnalysis (LSA), Factor Analysis (FA), text mining and grounded theory to inductively reveal 30 years of evolution of interdisciplinarySS, IS and LIS intellectual structure from 1986 to 2015. In particular, we analyze the process of institutional work between antagonisticand complementary collective logics. Then, we mobilize complex thinking as an integrating framework of components of the urban publicservice system that becomes smart, as a whole and its parts. Our research design is based on grounded theory ; observations, longitudinalcase study with a multi-level approach (i.e. local and national) ; the dialogic model(Parmentier-Cajaiba & Avenier, 2013) and the pragmaticconstructivism epistemological paradigm (PECP). We define two working ontological hypotheses : the relational ontology and becomingontology. From the theoretical point of view, our research contributes to the theoretical refinement of the literature on SS, IS and LIS. Wepropose three heuristic models from a process and content analysis (Baines et al. 2017) and grounded theory (Gioia & Chittipeddi, 1991 ;Gioia et al., 2013). The first heuristic model contributes to the understanding of the institutional work process for the creation of institutionalarrangements (Standard, boundary resources, APIs) between two antagonistic and complementary collective logics (Morin, 2005 ; Smets & Jarzabkowski, 2013 ; Greenwood et al., 2017) : the service-dominant logic of the market (Lusch & Nambisan, 2015 ; Vargo & Lusch, 2016)and the public service logic (Osborne et al., 2015 ; Osborne, 2017). The second heuristic model highlights components of a smart publicservice system. The third heuristic model highlights the drivers and barriers of institutional and structural transformation.
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https://tel.archives-ouvertes.fr/tel-01785611
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Submitted on : Friday, May 4, 2018 - 2:32:06 PM
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Milena-Jael Silva-Morales. Comprendre la transformation institutionnelle et structurelle d'un système de service public urbain qui devient smart : une approche néo-schumpétérienne pour comprendre l'innovation technologique et institutionnelle dans les systèmes de service. Gestion et management. Université Grenoble Alpes, 2017. Français. ⟨NNT : 2017GREAG011⟩. ⟨tel-01785611⟩

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