Role of Platform Providers in Service Networks: The Case of Salesforce.com App Exchange

As IT technology advanced, a new style of innovation emerged, in which a leading innovation company invites end-users to its open software service platform. With respect to this type of innovation, a lot of innovation studies were performed to understand the structure of the interaction among users and the platform provider from the perspective of network science. By concentrating only on the internal mechanisms among agents, the previous studies miss to consider innovation through collective intelligence. A platform provider plays an important role in the innovation. In this research, we investigate the structure of a service network with empirical data gathered from Salesforce.com App Exchange and discuss the role of a platform provider in innovation through collective intelligence. Our results suggest that the platform provider led the innovation in the initial period and, then, third party developers became gradually innovation leaders. Our findings are expected to re-orient the research focus from internal mechanisms to the role of platform providers.