In this paper the authors apply a meta-theory analysis to compare two theoretical approaches: the resource-based view (RBV) and service-dominant logic (S-D logic). The comparison is based on three aspects: 1. a general profile; 2. the role of resources; 3. the conceptualisation of value. The...

Purpose: Loneliness and isolation are on the rise, globally threatening the well-being across age groups; global social distancing measures during the COVID-19 crisis have intensified this so-called “loneliness virus”. The purpose of this paper is to develop an integrative framework and...

Purpose: The coronavirus (COVID-19) has had a tremendous impact on companies worldwide. However, researchers have no clear idea of the key issues requiring their attention. This paper aims to close this gap by analysing all business-related posts on a coronavirus subreddit (“r/coronavirus”)...

Purpose: This paper aims to focus on how companies shape the architecture of a phygital customer journey through the exploitation of smart technologies. Design/methodology/approach: The research adopts a qualitative method using a grounded theory approach involving leading players in digital...

Purpose: How to improve healthcare for the ageing population is attracting academia attention. Emerging technologies (i.e. robots and intelligent agents) look relevant. This paper aims to analyze the role of cognitive assistants as boundary objects in value co-creation practices. We include the...

Purpose: Some population groups face precarious health, reflecting their vulnerability, in terms of lack of agency or control. Smart technologies promise to transform people's lives from the enhanced connectedness, greater computational processing and more complex decision-making they can...

Purpose: The extant service ecosystem literature rarely addresses the dark side of actors’ agency, which hinders further development of the service-dominant (S-D) logic, particularly with regard to understanding service ecosystem dynamics. Therefore, the purpose of this paper is to delineate...

Purpose: The purpose of this paper is to explore the role of context in service innovation by developing a conceptual framework that illuminates the key elements and trends in context change. Design/methodology/approach: The paper adopts a service ecosystem lens for understanding how elements...

Purpose: The wider possibility of connectivity offers additional opportunities for customers to experience value propositions. The online world is only one side of the customer experience. The integration of digital technologies, social presence and physical elements increases the complexity of...