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Wicked problems require holistic and systemic thinking that accommodates interdisciplinary solutions and cross-sectoral collaborations between private and public sectors. This paper explores how public relations (PR) – as a boundary-spanning function at the nexus of corporate and political discourse – can support societies to tackle wicked problems.

This conceptual paper synthesizes literature on PR with a service ecosystem perspective. The authors use the service ecosystem design framework to structure the PR literature and develop a model of service ecosystem shaping for social change, which highlights the important role that PR can play in shaping processes.

The authors explicate how PR can (1) facilitate value cocreation processes between broad sets of stakeholders that drive positive social change, (2) shape institutional arrangements in general and public discourse in particular, (3) provide a platform for recursive feedback loops of reflexivity and (re)formation that enables discourse to ripple through nested service ecosystems and (4) guide collective shaping efforts by bringing stakeholder concerns and beliefs into the open, which provides a foundation for collective sense-making of wicked problems and their solutions.

This paper explains the complexity of shaping service ecosystems for positive social change. Specifically, it highlights how solving wicked problems and driving social change requires reconfiguration of the institutional arrangements that guide various nested service ecosystems. The authors discuss in detail how PR can contribute to the shaping of service ecosystems for social change and present a future research agenda for both service and PR scholars to consider.

Thermal cycling tests and failure modelling were conducted on FR‐4 and cyanate ester printed circuit board (PCB) substrate materials to evaluate reliability limits tor solder and repair processes, particularly for high pin count, through‐ hole devices. The boards used were double‐sided, 0.125 in. thick with 0.029 in. diameter plated‐through holes (PTHs). Thermal cycling was accomplished using hot oil immersion at 240°C and 260°C followed by forced room‐temperature air. The average number of thermal cycles‐to‐failure was 10 for FR‐4, 20 for cyanate ester epoxy blend, and 50 for cyanate ester. Weibull statistics were used to predict failure rates for various pin count devices. Failure analysis was used to identify the mechanism of failure, and modelling was used to predict cycles‐to‐failure based on typical material properties. The primary failure mechanism was corner cracking in FR‐4 and a combination of corner cracking and barrel cracking in the cyanate ester materials. The modelling used a modified pad tilt geometry combined with Coffin‐Manson low cycle fatigue theory, which resulted in predictions of the same order as those for the cycling tests. Key material properties and process parameters were identified that controlled the failure response of the plated‐through hole and board substrate combinations.

The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers.

This paper uses a conceptual approach that is rooted in the service, robotics and AI literature.

The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for which types of service tasks robots will dominate and where humans will dominate. Second, this paper examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level.

This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers better understand the implications of a ubiquitous deployment of service robots.

This is the first conceptual paper that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future.

This study aims to (1) validate the effectiveness of customer integration in enhancing firms’ green innovation and (2) explore the respective impacts of regulatory pressure and market changes on the effectiveness of integration mechanisms, thereby identifying the optimal integration outcomes for firms across different contexts.

Utilizing an integrated theoretical framework based on the extended resource-based view (ERBV) and contingency theory, this study examines the complex interactions among customer integration, regulatory pressure, market changes and green innovation. The analysis is based on a dataset of 293 responses from manufacturing firms in mainland China. Hierarchical regression analysis was employed to rigorously test the proposed hypotheses.

The key outcomes of this research are summarized in two major findings: (1) integrating customers into a firm’s processes meaningfully boosts green innovation initiatives and (2) market dynamics have been found to amplify the positive impact of customer integration on green innovation, whereas regulatory pressure significantly and negatively moderates this relationship.

This study uniquely integrates multiple theoretical perspectives, providing a richer understanding of how various contextual factors influence the relationship between customer integration and green innovation. These findings contribute original insights to the literature, highlighting how different contextual factors interact with customer integration and offering practical insights for firms to make strategic decisions in diverse contexts.

The complexity of contemporary societal challenges in emerging countries reanimates the necessity of collective action to resolve them. What is required is system change, namely, transformations in policy, practice, power relationships, market dynamics and social customs that underlie social and environmental issues. Technological innovations, paired with intentional social changes, might play a transformative role in this effort. This paper aims to investigate the relationship between the adoption of technologies in social enterprises (SEs) and their contribution to achieving system change. It also addresses the effects of their hybrid nature on this relationship.

The analysis relied on data collected through a survey of the global population of Ashoka fellows, which is largely based in emerging economies. Three models were developed concerning different pathways to achieve system change identified in the theoretical framework. These were tested using Probit regressions.

The investigation confirms that technology can support SEs in navigating complex pathways to achieve system change rather than merely enabling linear scaling operational strategies. The pursuit of economic value creation, in conjunction with a social mission, decreases the ability of SEs to achieve system change. This is because the scaling paths which hardly create revenues are neglected.

The study conceptualises a multifaceted model of system change. It tests the framework empirically to show that SEs can adopt technologies to unleash complex system change processes to generate societal impact, on top of merely demonstrating linear approaches to scaling or replication. The paper questions the capacity of SEs to facilitate system change without appropriate financial support and the inherent tensions between hybridity and the depth of system change dynamics.

Given today’s dynamic environment, process improvement and innovation (PII) are a central activity for business process management. Despite increasingly available process data and advances in artificial intelligence, only a few works address the automation of PII, highlighting the need for so-called PII systems that support human process designers. However, previous research focuses on problem statements and expository software engineering artifacts. In contrast, design knowledge for PII systems remains scarce, presenting challenges for researchers and practitioners alike. Prescriptive knowledge could address this issue and support future PIIS development. Thus, this paper provides design knowledge for PII systems in the form of 14 design principles.

We follow the design science research paradigm, building on two systematic literature reviews, 20 exploratory expert interviews and two evaluation surveys.

This paper presents three design requirements and 14 design principles for PII systems as the main contribution. They help to identify necessary functionalities, guide the design and development of future PIIS and serve as a starting point toward comprehensive design knowledge for PII systems.

The original contribution of this paper consists of prescriptive design knowledge for PII systems based on literature and qualitative insights. To the best of our knowledge, we are the first to define design principles for PII systems, bringing together knowledge from related system classes as well as unique requirements from a process design perspective.

The purpose of this study is to conduct a systematic literature review that illuminates the current state of knowledge regarding the specific approaches by which multinational corporations (MNCs) implement corporate social responsibility (CSR) on the subsidiary level in developing countries.

Even though substantial scholarly work has been made to outline MNCs' activities in developing countries, this literature remains fragmented. To support the field in its theoretical as well as empirical advancements, this study conducts a systematic review of this body of literature and content analysis of relevant articles using insights from strategic marketing literature (market driving/proactive and market-driven/reactive approaches).

The authors synthesize our findings by presenting a taxonomy of proactive/reactive CSR approaches in developing markets along with propositions that can guide future research in this area.

Among the key contributions of this study's literature review is the development of a taxonomy of proactive/reactive CSR, bringing together different and fragmented streams of research and viewing them from strategic marketing (“proactive/reactive”) perspective. The taxonomy and the two ensuing propositions can advance future CSR-related studies with MNCs in focus by providing both theoretical and empirical guidance.

Actor engagement (AE) literature shows inconsistent understandings of engagement intensity. However, a holistic picture of the nature of AE intensity is foundational to advance empirical AE models and measurement frameworks. This paper provides a nuanced understanding of what engagement intensity is and how it unfolds on different network levels.

This conceptual study draws from a literature review and offers a comprehensive classification scheme of AE intensity. The literature review extends beyond marketing and service research and draws from the etymology of AE intensity in management and social science, specifically, the fields of student, employee and civic engagement.

The classification scheme clarifies that AE intensity at the individual level refers to actors' affective and cognitive tone and varying magnitudes (i.e. efforts, duration, activeness) of resource investments. At the dyad level, AE intensity represents relational strength, and at the network level, it refers to the degree of connectedness in the network.

The research reconciles conceptual inconsistencies in the AE literature. Our classification scheme goes beyond the individual actor and actor–actor dyad and offers a holistic overview of possible ways to operationalize AE intensity in networks.

The classification scheme can be used as a strategic checklist to include AE intensities of individual actors (e.g. customers and employees), relationships between these actors and network connectedness, when further developing engagement measurement tools and benchmarks.

This is the first study providing a comprehensive understanding of AE intensity from an individual, dyadic and network perspective.

The purpose of this study is to diagnose the trajectory of influential conceptual articles in developing a research stream. The authors uncover the knowledge diffusion through influential conceptual articles and identify characteristics that make conceptual articles influential in their field.

This study draws on scientometrics, specifically an integrated approach combining quantitative citation counts with qualitative citation practices analysis that offers a comprehensive understanding of the nature and context of citations. The authors use the case of customer engagement – a prominent contemporary marketing and service research stream – to explore the trajectory of influential articles in shaping a new research stream.

This research shows that influential articles contribute to the reciprocal knowledge diffusion within and outside their home discipline. They provide anchor points for conceptual framing, conceptual refining and conceptual reconciliation – three application patterns of citations that are pivotal to navigate theory discovery and theory justification in a research field.

The study analyzes the early impact period of two influential customer engagement articles to understand the developments leading to the establishment of a new research stream. Future research drawing on automated citation and bibliometric methods may consider extended time periods.

This study traces the trajectory of influential articles in marketing and service research. The authors identify characteristics of influential conceptual articles, and recommend practices to develop a conceptual paper with the potential for an influential trajectory. It shows that while marketing and service research has a tradition of “borrowing” theories from other fields, seminal articles “lend” theories to other fields.

This paper addresses the growing fragmentation between traditional and digital service innovation (DSI) research and offers a unifying metatheoretical framework.

Grounded in service-dominant (S-D) logic's service ecosystems perspective, this study builds on an institutional and systemic, rather than product-centric and linear, conceptualization of value creation to offer a unifying framework for (digital) service innovation that applies to both physical and digital service provisions.

This paper questions the commonly perpetuated idea that DSI fundamentally changes the nature of innovation. Instead, it highlights resource liquification—the decoupling of information from the technologies that store, transmit, or process this information—as a distinguishing characteristic of DSI. Liquification, however, does not affect the relational and institutional nature of service innovation, which is always characterized by (1) the emergence of novel outcomes, (2) distributed governance and (3) symbiotic design. Instead, liquification makes these three characteristics more salient.

In presenting a cohesive service innovation framework, this study underscores that all innovation processes are rooted in combinatorial evolution. Here, service-providing actors (re)combine technologies (or more generally, institutions) to adapt their value cocreation practices. This research demonstrates that such (re)combinations exhibit emergence, distributed governance and symbiotic design. While these characteristics may initially seem novel and unique to DSI, it reveals that their fundamental mechanisms are not limited to digital service ecosystems. They are, in fact, integral to service innovation across virtual, physical and blended contexts. The study highlights the importance of exercising caution in assuming that the emergence of novel technologies, including digital technologies, necessitates a concurrent rethinking of the fundamental processes of service innovation.