The complexity and frictions of digital transformation in education service ecosystem

THE COMPLEXITY AND FRICTIONS OF DIGITAL TRANSFORMATION IN EDUCATION SERVICE ECOSYSTEM ABSTRACT The study aims to identify the primary frictions and related states of complexity in the Italian education ser- vice ecosystem to highlight challenges and opportunities for sustainable development. Specifically, this research focuses on the dynamics of education service ecosystems, as they are crucial for fostering innovation and resilience. In this context, the ongoing digital transformation is further amplifying the inherent complexity and frictions within these ecosystems, stemming from the interactions among heteroge- neous actors. PURPOSE OF THE STUDY This research focuses on the dynamics of education service ecosystems, as they are crucial for fostering innovation and resilience. In this context, the ongoing digital transformation is further amplifying the inherent complexity (Gummesson et al., 2019) and frictions within these ecosystems, stemming from the interactions among heterogeneous actors. The study aims to identify the primary frictions and related states of complexity in the Italian education service ecosystem to highlight challenges and opportunities for sustainable development. METHODOLOGY The study leverages the conceptual framework linking complexity and frictions to the evolution of service ecosystems (Anzivino et al., 2025) and adopts a qualitative methodology to explore the specific context of the Italian education service ecosystem. 20 face-to-face semi-structured interviews were conducted with key multi-level informant actors of the Italian education service ecosystem. The collected data were triangulated with data derived from participatory observation and secondary data analysis. FINDINGS The results reveal factors that influence the evolutionary process of the education service ecosystem, some of which accelerate digital transformation, others inhibiting this transition, thereby reducing and slowing the effectiveness and efficiency of digital transformation adoption and impacting institutionalization work. The results from the Italian cases in the realms of ordered, manageable, and free complexity are generalizable to other contexts; the same stands for some of the special frictions identified (dilemmas, trade-offs, paradoxical tensions). RESEARCH LIMITATIONS/ IMPLICATIONS Managing complexity and frictions is crucial for organizational resilience and viability as they can be drivers of service ecosystem dissolution but also innovation if correctly addressed. As complexity science suggests, service ecosystems must undergo metamorphosis – a transformation that embraces frictions and tensions (De Toni et al., 2023; Polese et al., 2021). This systemic approach in managing frictions not only addresses immediate challenges but also fosters long-term sustainability and dynamism within service ecosystems (Walker et al., 2004). Managers should recognize and manage the different types of complexity and related frictions to foster the service ecosystem evolution. In particular, they should focus on the optimization of known processes and try to address frictions in the “ordered complexity”; they should balance goals and resources to minimize drawbacks while maximizing benefits in the “manageable complexity”; finally, they could adopt flexible and adaptive strategies to navigate evolving challenges and harness new opportunities in the “free complexity”. ORIGINALITY/ VALUE This study, recognizing the importance of complexity and frictions in the evolution of educational service eco- systems, offers a framework for understanding key system dynamics, emergence, and institutionalization in relation to the effects of digital transformation in Italian education sector. It also provides labels for different contexts and supports both academics and practitioners in selecting strategies to address complexity and related frictions. REFERENCES Anzivino, A., Sarno, D. and Sebastiani, R., 2025. Complexity, frictions, and evolution in service ecosystems. In: Complexity and emergence in market ecosystems. Cham: Springer Nature Switzerland, pp.55-73. De Toni, A.F., Zollo, G., De Zan, A. (2023) ‘Organizational paradoxes and metamorphosis in collective Action’, Systems, 11(5), pp. 241 Gummesson, E., Mele, C., Polese, F. (2019) ‘Complexity and viability in service ecosystems’, Marketing Theory, 19 (1), pp. 3-7. Polese, F., Payne, A., Frow, P., Sarno, D., Nenonen, S. (2021) ‘Emergence and phase transitions in service Ecosystems’, Journal of Business Research, 127, pp. 25-34. Walker, B., Holling, C.S., Carpenter, S.R., Kinzig, A. (2004) ‘Resilience, adaptability and transformability in social–ecological systems’, Ecology and society, 9(2).