Customer engagement and relationships in multi-actor service ecosystems
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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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Customer engagement, consumption and firm performance in a multi-actor service eco-system: The moderating role of resource integrationHo, M.H.W.; Chung, H.F.L.; Kingshott, Russel ; Chiu, C.C. (2020)© 2020 Elsevier Inc. This study aims to understand how e-commerce firms can operate more effectively within the context of a multi-actor service eco-system by examining the factors contributing to their firms’ performance. ...
Dong, Hai (2010)With the emergence of the Web and its pervasive intrusion on individuals, organizations, businesses etc., people now realize that they are living in a digital environment analogous to the ecological ecosystem. Consequently, ...
Fortuito, A.; Bhuiyan, M.; Haque, F.; Shabnam, L.; Krishna, Aneesh; Withana, C. (2016)A government organisation's capability is reliant on its public service offerings in parallel with acceptable satisfaction level of its service recipients. Government organisations utilise a Citizen's Charter in order to ...