ABSTRACT
This chapter identifies the key drivers for engagement in systems. The topic is approached by a theoretical analysis and conceptual development of the integrative framework related to engagement in management. The chapter highlights some dimensions of the engagement in relation to the systems characteristics. The research is based on literature in service systems and builds on the Fundamental Propositions about the Customer Engagement of R. J. Brodie et al. by filtering them with the Viable System Approach. The role of consonance and resonance are taken into account in explaining the engagement attitude of systems and the effective actions and tension-to-system survival of systems within the finality of viability. The interactive experience emerges from the resource integration and value exchange between parts of the system showing a structural compatibility, and it is represented by the shared purpose of the system elements. The engagement of a system within other systems depends on the contextualization of the parts, knowledge, and capabilities of them.
