Need network analysis: a process to understand the stakeholder need structure in multi-actor service systems

Abstract

The network analysis and the need matrix can be used together to investigate the relationships of different stakeholders formed by the needs they have towards one another in a multi-actor system. We argue that they serve the goal more effectively when they are used together than alone because: (1) the network analysis allows for a quantitative analysis of the relationships while the need matrix analyses them qualitatively, (2) the network analysis provides a means to visualise the need matrix, (3) these tools supplement each other in approaching complex problems (complex because the diverse stakeholder needs are often interwoven) in the system. We demonstrate the effectiveness of the tools from an empirical study to design new service systems for the energy service companies (ESCO) in South Korea.