Purpose: The purpose of this paper is to develop a concept of service system well-being by presenting its collective conceptualisation and ten key domains. Design/methodology/approach: Service system well-being domains were established using multi-level theory and a qualitative case study...

Purpose: Consumers’ self-interests and personal goals in attaining collective goals are rarely considered in firm-hosted virtual communities (FHVCs). Based on working consumers paradigm and agency theory, the purpose of this paper is to investigate the joint impact of consumers’...

Purpose: Applying social exchange theory as the theoretical basis, this paper aims to examine the impacts of two forms of digital social interaction on social well-being and helping behavior of customers: moderator–customer interaction quality and customer–customer social support....