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.
Information systems researchers have shown an increasing interest in the notion of sociomateriality. In this paper, we continue this exploration by focusing specifically on entanglement: the inseparability of meaning and matter. Our particular approach is differentiated by its grounding in a relational and performative ontology, and its use of agential realism. We explore some of the key ideas of entanglement through a comparison of two phenomena in the travel sector: an institutionalized accreditation scheme offered by the AA and an online social media website hosted by TripAdvisor. Our analysis centers on the production of anonymity in these two practices of hotel evaluation. By examining how anonymity is constituted through an entanglement of matter and meaning, we challenge the predominantly social treatments of anonymity to date and draw attention to the uncertainties and outcomes generated by specific performances of anonymity in practice. In closing, we consider what the particular agential realist concept of entanglement entails for understanding anonymity, and discuss its implications for research practice.
Building on recent developments in mixed methods, we discuss the methodological implications of critical realism and explore how these can guide dynamic mixed-methods research design in information systems. Specifically, we examine the core ontological assumptions of CR in order to gain some perspective on key epistemological issues such as causation and validity, and illustrate how these shape our logic of inference in the research process through what is known as retroduction. We demonstrate the value of a CR-led mixed-methods research approach by drawing on a study that examines the impact of ICT adoption in the financial services sector. In doing so, we provide insight into the interplay between qualitative and quantitative methods and the particular value of applying mixed methods guided by CR methodological principles. Our positioning of demi-regularities within the process of retroduction contributes a distinctive development in this regard. We argue that such a research design enables us to better address issues of validity and the development of more robust meta-inferences.