Purpose – The purpose of this paper is to develop a theoretical framework for and an initial understanding of critical times in business relationships. Design/methodology/approach – The authors define “critical time” as a period of time with increased sensitivity in a business...

Purpose: This research aims to understand the relationship among Intellectual Capital (IC), Service Dominant Orientation (SD-Orientation) and firms performance. Design/methodology/approach: A model conceptualizing the relationship among the three constructs was tested through structural...

Purpose: Service scholars are finding that institutions – enduring social structures, such as rules, norms, beliefs – are increasingly important in theorizing on service-related phenomena. The purpose of this paper is to advance the use of institutional theory in service research by...

Purpose: This study aims to understand and explain how institutional change occurs at the level of value co-creation practices in service ecosystems. Despite the centrality of collective practices to the service ecosystems perspective, theoretically grounded explanations of how practices change...

Purpose: The paper aims to conceptualize how behavioral shifts in times of crisis drive the transformation of value co-creation. Design/methodology/approach: Referencing two empirical contexts, the paper explores how digital service platforms facilitate changes in actors’ mental models and...

Purpose: This paper aims to deepen the understanding of resource integration for value co-creation within service-dominant logic (SDL), by drawing on key knowledge management (KM) concepts. Design/methodology/approach: This conceptual study introduces three key KM concepts, namely, object,...