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We empirically investigate these shifts in the context of TripAdvisor and its evolution since its very establishment. We trace the mutations of the platform along three stages we identify as search engine, social media platform and end-to-end service ecosystem. Our findings reveal the underlying patterns of data types, technological functionalities and actor configurations that punctuate the business expansion of TripAdvisor and lead to the formation of its service ecosystem. We contribute to the understanding of the current trajectory in which social media find themselves as well as to the literature on platforms and ecosystems. We point out the importance of services that develop as commercially viable and constantly updatable data bundles out of diverse and dynamic data types. Such services are essential to the making of the complementarities that are claimed to underlie ecosystem formation.<\/jats:p>","DOI":"10.1177\/0268396219881462","type":"journal-article","created":{"date-parts":[[2019,10,21]],"date-time":"2019-10-21T09:15:02Z","timestamp":1571649302000},"page":"25-48","update-policy":"https:\/\/doi.org\/10.1177\/sage-journals-update-policy","source":"Crossref","is-referenced-by-count":102,"title":["Platforms as service ecosystems: Lessons from social media"],"prefix":"10.1177","volume":"35","author":[{"given":"Cristina","family":"Alaimo","sequence":"first","affiliation":[{"name":"University of Surrey, UK"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-4446-2878","authenticated-orcid":false,"given":"Jannis","family":"Kallinikos","sequence":"additional","affiliation":[{"name":"London School of Economics and Political Science (LSE), UK"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Erika","family":"Valderrama","sequence":"additional","affiliation":[{"name":"London School of Economics and Political Science (LSE), UK"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"179","published-online":{"date-parts":[[2019,10,21]]},"reference":[{"key":"bibr1-0268396219881462","doi-asserted-by":"publisher","DOI":"10.1057\/jit.2013.29"},{"key":"bibr2-0268396219881462","doi-asserted-by":"publisher","DOI":"10.1177\/0149206316678451"},{"key":"bibr3-0268396219881462","doi-asserted-by":"publisher","DOI":"10.1177\/1094428118791018"},{"key":"bibr4-0268396219881462","doi-asserted-by":"crossref","first-page":"77","DOI":"10.7551\/mitpress\/10309.003.0012","volume-title":"Big Data is Not a Monolith: Policies, Practices, and Problems","author":"Alaimo C","year":"2016"},{"key":"bibr5-0268396219881462","doi-asserted-by":"publisher","DOI":"10.1080\/01972243.2017.1318327"},{"key":"bibr6-0268396219881462","doi-asserted-by":"publisher","DOI":"10.1108\/S0733-558X20190000062018"},{"key":"bibr7-0268396219881462","first-page":"401","volume-title":"The Oxford Handbook of Media, Technology and Organization Studies","author":"Alaimo C","year":"2019"},{"key":"bibr8-0268396219881462","volume-title":"The Nature of Technology: What It is and How It Evolves","author":"Arthur WB","year":"2009"},{"key":"bibr9-0268396219881462","unstructured":"Arthur WB (2017) Where is technology taking the economy? 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TripAdvisor Media Centre, 3 December. Available at: https:\/\/tripadvisor.mediaroom.com\/2001-12-03-New-advertising-technology-delivers-results-for-travel-marketers-TripAdvisors-contextual-links-produce-response-rates-32x-better-than-banner-advertising (accessed 27 September 2017)."},{"key":"bibr79-0268396219881462","unstructured":"TripAdvisor (2002a) Avenue A, Click Here and Pinpoint Media use new interactive advertising technology for customer lead generation: Leading advertising agencies adopt TripAdvisor\u2019s InventoryLink to increase conversion rates for Expedia, Travelocity and Radisson. TripAdvisor Media Centre, 15 April. Available at: https:\/\/tripadvisor.mediaroom.com\/2001-04-15-Avenue-A-Click-Here-and-Pinpoint-Media-use-new-interactive-advertising-technology-for-customer-lead-generation-Leading-advertising-agencies-adopt-TripAdvisors-InventoryLink-to-increase-conversion-rates-for-Expedia-Travelocity-and-Radisson (accessed 27 September 2017)."},{"key":"bibr80-0268396219881462","unstructured":"TripAdvisor (2002b) TripAdvisor announces hotel popularity index: Travel search engine provides first index to rank 75,000 hotels worldwide based on input from the web. TripAdvisor Media Centre, 22 November. Available at: https:\/\/tripadvisor.mediaroom.com\/2002-11-22-TripAdvisor-announces-Hotel-Popularity-Index-Travel-search-engine-provides-first-index-to-rank-75-000-hotels-worldwide-based-on-input-from-the-web (accessed 27 September 2017)."},{"key":"bibr81-0268396219881462","unstructured":"TripAdvisor (2005) TripAdvisor unveils advanced hotel selection tool. TripAdvisor Media Centre, 9 March. Available at: https:\/\/tripadvisor.mediaroom.com\/2005-03-09-TripAdvisor-Unveils-Advanced-Hotel-Selection-Tool (accessed 27 September 2017)."},{"key":"bibr82-0268396219881462","unstructured":"TripAdvisor (2007a) TripAdvisor unveils traveler network, for faster, more personal planning. TripAdvisor Media Centre, 15 June. Available at: https:\/\/tripadvisor.mediaroom.com\/2007-06-15-TripAdvisor-Unveils-Traveler-Network-for-Faster-More-Personal-Planning (accessed 27 September 2017)."},{"key":"bibr83-0268396219881462","unstructured":"TripAdvisor (2008) Three popular TripAdvisor Travel apps now on myspace. TripAdvisor Media Centre, 14 May. Available at: https:\/\/tripadvisor.mediaroom.com\/2008-05-14-Photos-Three-Popular-TripAdvisor-Travel-Apps-Now-on-MySpace (accessed 27 September 2017)."},{"key":"bibr84-0268396219881462","unstructured":"TripAdvisor (2010) TripAdvisor, the world\u2019s largest travel site, launches game-changing \u2018TripAdvisor Trip Friends\u2019 enabling travelers to tap into the wisdom of friends. TripAdvisor Media Centre, 14 June. Available at: https:\/\/tripadvisor.mediaroom.com\/2010-06-14-TripAdvisor-the-Worlds-Largest-Travel-Site-Launches-Game-Changing-TripAdvisor-Trip-Friends-Enabling-Travelers-to-Tap-Into-the-Wisdom-of-Friends (accessed 27 September 2017)."},{"key":"bibr85-0268396219881462","unstructured":"TripAdvisor (2012) TripAdvisor introduces travel advice from \u2018Friend of a Friend\u2019. TripAdvisor Media Centre, 11 April. Available at: https:\/\/tripadvisor.mediaroom.com\/2012-04-11-TripAdvisor-Introduces-Travel-Advice-from-Friend-of-a-Friend (accessed 27 September 2017)."},{"key":"bibr86-0268396219881462","unstructured":"TripAdvisor (2013a) Sorry, Pardon, Lo Siento, Scusi! TripAdvisor apologises to travellers around the world. TripAdvisor Media Centre, 5 June. Available at: https:\/\/tripadvisor.mediaroom.com\/2013-06-05-SORRY-PARDON-LO-SIENTO-SCUSI-TRIPADVISOR-APOLOGISES-TO-TRAVELLERS-AROUND-THE-WORLD-UK (accessed 27 September 2017)."},{"key":"bibr87-0268396219881462","unstructured":"TripAdvisor (2013b) TripAdvisor to launch platform to allow accommodation owners to manage their own online promotion. TripAdvisor Media Centre, 11 July. Available at: https:\/\/tripadvisor.mediaroom.com\/2013-07-11-TRIPADVISOR-TO-LAUNCH-PLATFORM-TO-ALLOW-ACCOMMODATION-OWNERS-TO-MANAGE-THEIR-OWN-ONLINE-PROMOTION (accessed 27 September 2017)."},{"key":"bibr88-0268396219881462","unstructured":"TripAdvisor (2013c) TripAdvisor launches groundbreaking new service to generate direct booking opportunities for independent hotels and B&Bs. TripAdvisor Media Centre, 17 October. Available at: https:\/\/tripadvisor.mediaroom.com\/2013-10-17-TripAdvisor-Launches-Groundbreaking-New-Service-To-Generate-Direct-Booking-Opportunities-For-Independent-Hotels-And-B-Bs (accessed 27 September 2017)."},{"key":"bibr89-0268396219881462","unstructured":"TripAdvisor (2014a) TripAdvisor launches its instant booking feature for mobile. TripAdvisor Media Centre, 11 June. Available at: https:\/\/tripadvisor.mediaroom.com\/2014-06-11-TripAdvisor-Launches-Its-Instant-Booking-Feature-For-Mobile (accessed 27 September 2017)."},{"key":"bibr90-0268396219881462","unstructured":"TripAdvisor (2014b) TripAdvisor app now helps travelers get a ride with Uber in more than 40 cities worldwide. TripAdvisor Media Centre, 20 August. Available at: https:\/\/tripadvisor.mediaroom.com\/2014-08-20-TripAdvisor-App-Now-Helps-Travelers-Get-A-Ride-With-Uber-In-More-Than-40-Cities-Worldwide (accessed 27 September 2017)."},{"key":"bibr91-0268396219881462","unstructured":"TripAdvisor (2014c) Restaurant bookings made easy with launch of TripAdvisor instant reservation. TripAdvisor Media Centre, 18 September. Available at: https:\/\/tripadvisor.mediaroom.com\/2014-09-18-RESTAURANT-BOOKINGS-MADE-EASY-WITH-LAUNCH-OF-TRIPADVISOR-INSTANT-RESERVATION (accessed 27 September 2017)."},{"key":"bibr92-0268396219881462","unstructured":"TripAdvisor (2014d) TripAdvisor launches new personalized hotel recommendations. TripAdvisor Investor Centre, 28 October. Available at: http:\/\/ir.tripadvisor.com\/news-releases\/news-release-details\/tripadvisor-launches-new-personalized-hotel-recommendations (accessed 27 September 2017)."},{"key":"bibr93-0268396219881462","unstructured":"TripAdvisor (2015) TripAdvisor instant booking now available on all platforms in the U.S. and U.K. TripAdvisor Media Centre, 14 September. Available at: https:\/\/tripadvisor.mediaroom.com\/2015-09-14-TRIPADVISOR-INSTANT-BOOKING-NOW-AVAILABLE-ON-ALL-PLATFORMS-IN-THE-U-S-AND-U-K (accessed 27 September 2017)."},{"key":"bibr94-0268396219881462","unstructured":"TripAdvisor (2017) TripAdvisor and deliveroo announce agreement bringing restaurant delivery services to hungry travelers and locals throughout Europe, the Middle East and Asia Pacific. TripAdvisor Media Centre, 11 July. Available at: https:\/\/tripadvisor.mediaroom.com\/TA-Deliveroo (accessed 27 September 2017)."},{"key":"bibr95-0268396219881462","unstructured":"TripAdvisor (2018) Form 10-K. TripAdvisor Investor Centre. Available at: http:\/\/ir.tripadvisor.com\/sec-filings\/sec-filing\/10-k\/0001564590-18-002664 (accessed 22 February 2018)."}],"container-title":["Journal of Information Technology"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/0268396219881462","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/full-xml\/10.1177\/0268396219881462","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/journals.sagepub.com\/doi\/pdf\/10.1177\/0268396219881462","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,4,29]],"date-time":"2026-04-29T23:04:49Z","timestamp":1777503889000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/10.1177\/0268396219881462"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019,10,21]]},"references-count":95,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2020,3]]}},"alternative-id":["10.1177\/0268396219881462"],"URL":"https:\/\/doi.org\/10.1177\/0268396219881462","relation":{},"ISSN":["0268-3962","1466-4437"],"issn-type":[{"value":"0268-3962","type":"print"},{"value":"1466-4437","type":"electronic"}],"subject":[],"published":{"date-parts":[[2019,10,21]]}}}