As new applications of artificial intelligence continue to emerge, there is an increasing interest explore how this type technology can improve automated service interactions between the firm and its customers. This paper aims develop a conceptual framework that details firms customers enhance outcomes firm-solicited firm-unsolicited online customer engagement behaviors through use information processing systems enabled by intelligence. By building on metaphor as organisms taking...

Abstract This study presents a comprehensive literature review using systematic approach to explore the role of artificial intelligence (AI) in promoting sustainable development line with United Nations Sustainable Development Goals (SDGs). The was applied collect and analyze topics, search conducted two stages, encompassing 57 articles that met research requirements. Our analysis reveals AI's contribution sustainability is concentrated within three key areas: organizational, technical,...

People make decisions and take actions to improve their viability everyday, they increasingly turn artificial intelligence (AI) assist with decision making. Such trends suggest the need determine how AI other cognitive technologies affect value co-creation. An integrative framework, based on service-dominant logic nudge theory, conceptualizes smart nudging as uses of people's behaviour predictably, without limiting options or altering economic incentives. Several choice architectures nudges...

Purpose – Management of customer participation (CP) in service production and delivery is critical concern for managers, as CP can result various positive but also negative outcomes. However, an integrated understanding on how providers manage still missing. The purpose this paper to gather synthesize the extant knowledge constituents management into a comprehensive framework, offer extensive agenda future research. Design/methodology/approach A systematic literature review existing research...

Purpose The extant service ecosystem literature rarely addresses the dark side of actors’ agency, which hinders further development service-dominant (S-D) logic, particularly with regard to understanding dynamics. Therefore, purpose this paper is delineate dark-side facets agency that adversely affect actor-to-actor relationships and resource integration, in context shaping ecosystems. Design/methodology/approach With abductive reasoning, study seeks reorient results from prior accordance...

Market shaping literature portrays markets as outcomes of deliberate and designed actions. While technological development might accelerate changes in the market, market-shapers do not often develop technology themselves. As they rely on complementary technologies, enabling new ways to integrate resources co-create value, field has paid particular attention role market innovation. To advance literature, we conceptually differentiate between "as a offering" platform for innovation". Through...

Purpose The coronavirus (COVID-19) has had a tremendous impact on companies worldwide. However, researchers have no clear idea of the key issues requiring their attention. This paper aims to close this gap by analysing all business-related posts subreddit (“r/coronavirus”) and identifying main research streams that are guiding agenda for post-coronavirus world. Design/methodology/approach We use data from reddit, particularly “r/coronavirus” identify reveal business. Our dataset more than...

This research extends literature on the emergence of service ecosystems by developing new theoretical insight and explanation into how experience change stability over time. Empirically, our case study focuses digital transformation in New Zealand public sector enterprise services market 2010–2017. The exploratory illustrative builds 22 in-depth interviews extensive document analysis. We reveal three key mechanisms ecosystem emergence: compression, ecotonal coupling, refraction. These...

The purpose of this article is to explore how information and knowledge processes (IKPs) influence co-creation co-destruction value in a health service system. A qualitative, single embedded case-approach taken develop theory through systematic combining theoretical framework, empirical fieldwork, case analysis. Six propositions are set describe the linkage between IKPs (and co-destruction). contributes marketing transformative research by linking organizational activities motivation...

Purpose This study aims to identify institutional work mechanisms that public actors employ in market shaping. Design/methodology/approach The paper uses an abductive theorizing process, combining a literature review with empirical exploration of three different market-shaping contexts. Findings identifies 20 granular employ. These are all potentially employable creating, maintaining or disrupting markets. Institutional vis-à-vis individual institutions may differ direction from the system....

Purpose This paper considers the potential of social media for developing public services. The approaches as a context that can provide information might otherwise be unattainable. focus analysis is on special hard-to-reach group marginalized youths who appear to have isolated themselves from society. Design/methodology/approach authors answer question: How experiences socially withdrawn youth shared used enrich knowledge base relating initiation phase co-creation services? data retrieved...

Emerging perspectives define markets as continuous, malleable processes that can be shaped through various activities. In this research, the authors address early phase of such market-shaping processes, developing a conceptual framework and linking front-end to an overall process. We propose develop fuzzy front end (FFE) concept centered around market image reflect shaping's less organized more exploratory phase. Nine propositions outline critical its fundamental dimensions, roles,...

Purpose The purpose of this guest editorial is to introduce the special issue entitled “Renewable energy in international business.” Design/methodology/approach This paper presents a research agenda for topic and provides an overview articles included. Findings contains discussion themes related topic, with particular focus on global production adoption renewable energies dark sides energy. Research limitations/implications considers how included contribute business avenue future studies...

Crowdsourcing has rapidly gained popularity in business and academia. Research on crowdsourcing focused mostly the resources external to an organisation, with less attention being paid in-house (IHCS). We believe that IHCS potential empower employees partake workplace innovation. argue employee motivation is one of most significant factors influencing success or failure any project. Yet, knowledge authors, not been studied context thus far, present study aims fill this research gap. case...

ABSTRACTInternational entrepreneurship (IE) research has gained significant attention over the last 30 years, but IE education not yet obtained same recognition. We investigate whether and ...

IntroductionIn healthcare, the need for innovative services is acute (Busse et al. 2010; Currie & Seddon, 2014), especially due to aging population (Christensen al., 2009; WHO, 2015a) and increasing incidence of lifestyle diseases (WHO, 2015b). Service science innovation scholars have identified improving well-being through transformative service as one top