Customer engagement and relationships in multi-actor service ecosystems
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....
| Main Authors: | , , , |
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| Format: | Journal Article |
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Elsevier
2020
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| Online Access: | http://hdl.handle.net/20.500.11937/80193 |
| _version_ | 1848764177849516032 |
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| author | Sharma, Piyush Jain, Kokil Kingshott, Russel Ueno, Akiko |
| author_facet | Sharma, Piyush Jain, Kokil Kingshott, Russel Ueno, Akiko |
| author_sort | Sharma, Piyush |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T11:15:13Z |
| format | Journal Article |
| id | curtin-20.500.11937-80193 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:15:13Z |
| publishDate | 2020 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-801932023-08-31T03:07:04Z Customer engagement and relationships in multi-actor service ecosystems Sharma, Piyush Jain, Kokil Kingshott, Russel Ueno, Akiko 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. 2020 Journal Article http://hdl.handle.net/20.500.11937/80193 10.1016/j.jbusres.2020.07.031 Elsevier fulltext |
| spellingShingle | Sharma, Piyush Jain, Kokil Kingshott, Russel Ueno, Akiko Customer engagement and relationships in multi-actor service ecosystems |
| title | Customer engagement and relationships in multi-actor service ecosystems |
| title_full | Customer engagement and relationships in multi-actor service ecosystems |
| title_fullStr | Customer engagement and relationships in multi-actor service ecosystems |
| title_full_unstemmed | Customer engagement and relationships in multi-actor service ecosystems |
| title_short | Customer engagement and relationships in multi-actor service ecosystems |
| title_sort | customer engagement and relationships in multi-actor service ecosystems |
| url | http://hdl.handle.net/20.500.11937/80193 |