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    Customer engagement and relationships in multi-actor service ecosystems

    80275.pdf (321.4Kb)
    Access Status
    Open access
    Authors
    Sharma, Piyush
    Jain, Kokil
    Kingshott, Russel
    Ueno, Akiko
    Date
    2020
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Sharma, P. and Jain, K. and Kingshott, R. and Ueno, A. 2020. Customer engagement and relationships in multi-actor service ecosystems. Journal of Business Research.
    Source Title
    Journal of Business Research
    DOI
    10.1016/j.jbusres.2020.07.031
    ISSN
    0148-2963
    Faculty
    Faculty of Business and Law
    School
    School of Marketing
    URI
    http://hdl.handle.net/20.500.11937/80193
    Collection
    • Curtin Research Publications
    Abstract

    With the growing realization that most service ecosystems consist of interactions among multiple participants, including customers, employees, and others, there are increasing calls for research on the interdependent nature of customer engagements and relationships in multi-actor service ecosystems. This special issue addresses these calls with 22 articles (including three invited articles), classified along five distinct groups, including a) Co-creation, collaboration and socialization among actors, b) Actors’ (dis)engagement, c) role of the ‘other’ actors, d) dark side of multi-actor service ecosystems, and e) emerging trends – digital technologies and others. This editorial begins by reviewing the multi-actor service ecosystems literature to identify some important research gaps. Next, it briefly describes the 22 articles included in this special issue arranged along the above five themes and their major findings. Finally, the guest editors discuss the implications of these findings and some useful directions for future research in this area of growing importance.

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