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Monday, 9 June 2025 |
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6.30-8.30 pm |
Registration – Gran Hotel
Vesuvio, Sorrento |
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7.00-8.30 pm |
Welcome aperitif – Gran
Hotel Vesuvio, Sorrento |
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Tuesday, 10 June 2025 |
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8.00-8.30 am |
Welcome and Registration |
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Plenary Sessions Smeraldo Room |
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8.30-8.45 am |
Opening Ceremony Francesco Polese – University of Salerno & Cristina Mele
– University of Naples ‘Federico II’ |
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8.45-9.30 am |
Service-Dominant
Logic: Updates and extensions Stephen L. Vargo – University of
Oklahoma |
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9.30-10.10 am |
The caring Turn in Service Research Cristina Mele – University of
Naples ‘Federico II’ |
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10.10-10.55 am |
Robotics and AI: The Future is Now Bruno Siciliano – University of Naples ‘Federico II’ |
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10.55-11.25 am |
COFFEE BREAK |
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Parallel sessions |
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11.25-12.45 am |
Smeraldo Room |
Turchese Room |
Topazio Room |
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Session n. 1 Circular Economy (1) Chair: Jonatan Baker |
Session n. 2 AI & Ecosystem Chair: Valtteri Kaartemo |
Session n. 3 Public Services (1) Chair: Gennaro Maione |
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Fehrer J., Brodie R., Webster K., Baker J.,
Husted K., and Pascucci S. Heuristics shaping theories
shaping heuristics: Theorizing the circular economy |
Kaartemo V., Helmer
J., Nenonen S., Schepis D., and Storbacka K. GenAI
as a Driver of Service System Transformation |
Hogg J., and Chakravarty D. Governmental
promotional agencies foster sustainable institutional innovation and its
diffusion in a start-up service ecosystem |
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Åberg S., and Storbacka K. Staying with the Trouble:
Embedding Organizations in Ecological Systems for Sustainability |
Schmidt R., Alt R., and Zimmermann A. Platform
Shifts in the AI Era: Value Creation Dynamics in Assistant Platform Ecosystems
- A Case Study of ChatGPT |
Bosco G.,
Riccardi V., D’Amore R., and Calabrese M. Bias mitigation within AI for Smart City Applications: A Systematic
Literature Review |
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Jaakkola E., Närvänen E., Panina E., Mesiranta
N., and Mattila M. Conceptualizing Circular Economy Experience |
Flaig A., and
Stoopendahl P. What
value exactly? Investigating the value creation of Emerging Artificial
Intelligence |
Suh J., Ahn S.S., and Yang K. Case Study
of Geomexsoft for Digital Twins for Smart City Emergency Management |
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Hanssen M. Redefining
Customer Roles Through Circular Business Models: A Typology Approach |
Weiss P. Building
Engagement Systems Using Generative Ai and Service Dominant Architecture: A
Multi- Level Service System Design Perspective |
Manetti S., and Troisi O. Digital Technologies in Public Service Ecosystem: How Might They Better Enabling Value Co-Creation for Service Users and Communities? |
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12.45-1.45 pm |
LUNCH BREAK |
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Plenary Session Smeraldo Room |
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1.45-2.45 pm |
Innovation as a Matter of Care Chair: Kristina Heinonen • Kristina Heinonen – Consumer Sensemaking of Innovation in Care • Dominik Mahr – Inclusive Innovation: Digital Voice for Vulnerable Customers • Per Skålén – Innovation of Services as Value Co-Creation Practices • Kaj Storbacka – Market Innovation: Perspectives on Market Formation and Transformation |
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Parallel sessions |
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2.45-3.45 pm |
Smeraldo Room |
Turchese Room |
Topazio Room |
Corallo Room |
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Session n. 4 Service Research (1) Chair: Debora Sarno |
Session n. 5 Experiencing vulnerability Chair: Michael Ehret |
Session n. 6 Service Ecosystem (1) Chair: Alessia Anzivino |
Special Session
Dominik Mahr, Roberta Di Palma and Jonas Heller |
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Vink J. Cultivating Institutional Compossibility: Protecting a Plurality of Logics in Service
Ecosystem Design |
Nemoto Y., Hara K.,
Okumura H., and Nagayoshi M. Vulnerable
Consumers and Service System Reconstruction: Insights from School Refusal and
Social Reintegration |
Troisi O., Maione G., Grimaldi M.,
and De Cristofaro C. Competing through servitization in the Circular Economy Era |
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Pels J., Kaartemo V., and Sarno D. Change of Era as a novel
change-related concept in marketing |
Lorenz M., Hall K.L., Marti C., Jaramillo S., and Fennell P. Value Co-Creation or Destruction?
FLE Responses to Perceived Customer Vulnerability in Service
Ecosystems |
Anzivino A., Caridà A., Melia M.,
and Sebastiani R. Cross-Sector Partnerships in Sport for Development and Peace: A
Transformative Service Research Perspective |
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Braathen P. Situating Service-Dominant
Logic within Process Philosophy |
Burggraf S. Beyond Customer Captivity: Flourishing in Captive Service Settings |
Zamora-Ramos M.R., Díaz-Méndez M.,
Chamorro-Mera A. and Zúñiga-Espinosa N.A. Student Value Co-creation Behaviour: Driving Collaborative Innovation in
the Higher Education Service Ecosystem through Living Labs |
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3.45-4.10 pm |
COFFEE BREAK |
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4.10-5.30 pm |
Smeraldo Room |
Turchese Room |
Topazio Room |
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Session n. 7 Service Practices Chair: Per Skålén |
Session n. 8 Market Shaping (1) Chair: Julia Fehrer |
Session n. 9 Service Actors Chair: David Sörhammar |
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Skålén P., and Kristensson P. Management advice following services-as-practices |
Olododo S., Macdonald E., and Makhmadshoev D. The growth of
African-founded digital platform-based firms: A market-shaping perspective |
Uverov N. Visioning for sustainability
transitions: Anticipatory agency of intermediaries |
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Lugmair N., Wilga M., Posselt T., and Roth A. Exploring Actors in Service Ecosystems: Factors for Shaping Value
Co-Creation Practices |
Fehrer J., Polson D., Bösch R., Kemper J.A., and Terveen N. Imagining circular futures: Prospective sense-giving in circular service ecosystem
design |
Gidhagen M., Helkkula A., Sörhammar D., and
Tronvoll B. Revisiting Parasocial Interaction in the Age of
Generative AI: Characterizing Digital Experiences and Value Creation in
Service Ecosystems |
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Norrgrann A. Nicki Minaj or K-pop? A practice-theoretical
exploration of dance class instructors’ use of music in staging
experiencescapes |
Baker J., and Nenonen S. Shaping sustainable markets: The dynamics of prototypical and goal-based
evaluations |
Liewendahl H., Heinonen K., and Stigzelius T. Frontline Employees’ Operational Alignment with
Sustainability Promises |
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Yildiz M., Francu R.E., van Riel A., and Lemmink J. Elevating Innovation: Social Dynamics at the Heart of New Service
Development |
Koskela-Huotari K., Huisman C.J., Nenonen S., and Kjellberg H. Untangling Tensions in Market Shaping for Sustainability: A Paradox
Approach |
Di Palma R., Mahr
D., Hilken T., Heller J., and Beausaert S. Using
Virtual Reality to Reimagine Service Recovery Training for Frontline
Employees |
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7.00 pm |
Social Dinner Via IV Novembre n.36 (Punta Lagno), Massalubrense
(NA) |
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Wednesday, 11 June 2025 |
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Parallel sessions |
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8.30-9.50 am |
Smeraldo Room |
Turchese Room |
Topazio Room |
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Session n. 10 Wellbeing Chair: Irene Di Bernardo |
Session n. 11 Brand Chair:
Jonas Holmqvist |
Session n. 12 Service Ecosystem (2) Chair: Peter Ekman |
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Zimbatu A. Overcoming
the wellbeing slump: The role of time perception and anticipation in extended
service experiences |
Doull O., and Bertola L. Exploring Jungian Themes for Service Branding - the Psyche of Italian
Rock Band Måneskin |
Shoji M., Soga H., and Shinohara T. Investigation
into international Trade Assistance from Local Governments: Service ecosystem view |
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Di Bernardo I., Mele
C., Russo Spena T., Heinonen K. Wetzels M., and Wetzels R. Framing Well-Being in Service and Marketing: A Comparative and Interdisciplinary
perspective |
Morioka K. A Systematic Review on Brand Value Co-Creation: Its Scientific Evolution |
Törnros R., Ekman P., and Röndell
J. A
literature review on the role of public actors in service ecosystems:
enablers or limiters in marketing shaping? |
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Vaes S., Di Bernardo I.,
Fleissig J., Gallan A., Maris A., and Talaat D. Help, I’m Lost: The Impact of Phygital Care Experiences on Well-Being |
Kanda M. Sustainable Brand Engagement and Value Co-creation: A Service-Dominant
Logic Perspective |
Ekman P., and Röndell
J. Startups
and Incumbent Firms Collaboration for Service Ecosystem Transformation |
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Baker N., Wieland
H., Pels J., Baker J., Nariswari A., and Karpen I. Service Systems at the Intersection of Marketing and Wellbeing Research |
Holmqvist J. Ethical Luxury Services: A Conceptualization |
Findsrud R., Braathen P., and Hanssen M. Conceptualizing the actor in
Service Dominant Logic: A hierarchy of performability |
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Plenary Sessions Smeraldo Room |
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9.50-10.30 am |
A Critical
and Ontological Comment on ‘Care’ in Service Research Eric Arnould – Aalto University Business
School |
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10.30-11.00 am |
COFFEE BREAK |
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Plenary Session Smeraldo Room |
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11.00 am- 12.10 pm |
Robots & Care Chair: Cristina Mele • Hidenobu Sumioka – Human-like robot for older people
with dementia and care staff toward all-stakeholder-centered care • Dominik Mahr – Service Robots in theirs Ecosystem: the impact of HIRO-Chan on staff well-being
in dementia care • Tiziana Russo Spena & Cristina Mele – Caring practices, Robotcare and Well-being • Jochen Wirtz – GenAI Meets Service Robots: The Promise
of LLMs, LBMs, and Agentic AI in Physical Service Encounters |
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Parallel sessions |
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12.10-1.30 pm |
Smeraldo Room |
Turchese Room |
Topazio Room |
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Session n. 13 Service Research Chair: Bard Tronvoll |
Session n. 14 Engagement Chair: Lorena Blasco |
Session n. 15 Technologies & Service Chair: Michael Ehret |
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Wetzels R., Wetzels M., and
Grewal D. Mapping the Evolution of the
Topical Landscape of the Service Research Domain: A Novel Mixed-Method Review Approach |
Blasco-Arcas L., Thongborisute J., Alexander M., and Kastanakis
M. Exploring Platform Dynamic Roles through
Customer Engagement Behaviors: A Conceptual Perspective |
Walletzký L., Mlátilíková A., Carrubbo L.,
Schwarzová Z., and Procházka P. Agile
Management in Research Laboratory Focused on Service Systems |
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Skålén P., and Sahhar Y. Why and how should service
researchers care about goods |
Le M., Willmott T., Conduit J., Karpen I.,
Plewa C., Kleinaltenkamp M., and Jaakkola E. Collective Engagement Towards Social Purpose:
Scale Development and Validation |
Paavola L. Datafication
in retailing: A longitudinal study of industry transformation |
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Tronvoll B., and Braathen P. Future Agenda for Service
Ecosystems Research |
Aghayi K. Click to read further: The role of trust in
consumer engagement with Generative-AI content |
Koponen J., Salin
L., Herkama S., and Spitzberg
B. Middle
managers’ digital communication competence in leading remotely working
service people |
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Siltaloppi J., Wieland H., Peters L., Winklhofer H., Ramadan N., and Temerak
M.S. The multidimensional nature
of algorithmic power: How digital platforms restructure service assemblages |
Karam E. Service
Robot Engagement (SRE) in the UK Hospitality Sector |
Ehret M. The
constitution of service contracts - Insights from blockchain constitutions |
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1.30-2.30 pm |
LUNCH BREAK |
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Plenary Session Smeraldo Room |
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2.30-3.30 pm |
Service Research: Ecosystem and Environmental
Care Chair: Anu Helkkula • Elina Jaakkola – Why Care? Unleashing service
research for a more circular world • Suvi Nenonen – What is worth caring? Shaping markets for
various facets of sustainability • Anu Helkkula – The symbiotic relationship of our
internal and external ecosystems • Kaisa Koskela-Huotari – Caring for Contestation:
Plurality of Perceived Value Outcomes and Their Consequences for
Sustainability Interventions |
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3.30-4.00 pm |
COFFEE BREAK |
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Parallel sessions |
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4.00- 5.20 pm |
Smeraldo Room |
Turchese Room |
Topazio Room |
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Session n. 16 Care (1) Chair: Roberta Sebastiani |
Session n. 17 Service Ecosystem (3) Chair:
Adrianne Schäfer |
Session n. 18 Emotions & Experience Chair: Marialuisa Saviano |
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Gallan A., Jarvis C.B., and Niraj R. Both Sides Now: What Health Care Service Providers Learn from Being a
Patient |
Stieger R., Meierhofer J., Schäfer A., Baumgartner C., Strebel M. Social Value Creation by Smart Services |
Engilbertsson H., and Hulten B. Multisensory
Embodied Experience Design: A Framework for Value Creation Beyond Five-Sense
Stimulation |
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Bove L., and Gruen T. Encouraging Customers to Care for and Help Other Customers |
Shoji M., Taguchi T., Kikuchi K., and Inoue T. The dynamics and design of service ecosystems in a changing environment |
Saviano
M., Verderese D., Di Vernieri A., and Corrado M.G. Reducing information
asymmetry on agri-food products through multi-sensory marketing: a systems’
thinking-based S-D logic contribution |
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Anzivino
A., Sebastiani R., and Alkire L. The
evolution of healthcare service ecosystem: a STS
approach |
Kosheleva K. Storbacka K., and Fehrer J. Conceptualizing Dialectical Market Emergence in A Visual Arts Ecosystem |
Arsenovic J., and Samuelsson P. Shame on
You for Shaming Me Once: The Effects of Employee-Provoked Self-Conscious
Emotions on Customer Service Experiences |
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Ehrenthal J., and Gruen T. From
Caregiving to Empowerment: Foundations of Transforming Care Ecosystems with
Physical AI |
Sergianni C., Tregua M., and Elmi F. Reframing the Value Proposition of Public Service through AI Virtual Assistants |
Saviano
M., Barile P., and Di Vernieri A. Emotions as Catalysts in
Service System Care: Evolving the VSA Framework to Meet Future Challenges |
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7.30 pm |
Gala dinner
& awards– Villa Silvana via Correale,
16/18 Sorrento (NA) |
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Thursday, 12
June 2025 |
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Parallel
sessions |
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8.45-10.05 am |
Smeraldo Room |
Turchese Room |
Topazio Room |
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Session n. 19 Care (2) Chair: Andrew Gallan |
Session n. 20 Engagement & Journey Chair: Michael Gidhagen |
Session n. 21 Service technology (1) Chair: Rainer Schmidt |
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Wirtz J., Caic M., Bateson J., Frank D.A., and Veflen N. Healthy Older Adults’ Customer Experience: The Promise of Smart Technologies |
Warg M., Burmeister M.A., and Gruhn V. Service Perspectives on Lean
management Strategies in Dynamic Networks |
Schmidt R., Alt R.,
and Zimmermann A. Towards federated service
platform ecosystems: An analysis of Browser and GenAI platforms |
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McColl-Kennedy J., Baillie E.J., Willer F., and Zaki M. Digital Transformation in Primary Health Care Service: Co-creating a digitaltech-humanness approach to care across actor groups in the service ecosystem |
Gidhagen M., Sörhammar D., and
Conduit J. Institutional Response to
Sustainability Initiatives: Collective Engagement Adjusting Service
Ecosystems |
Glaa B., and Dragisic S.P. AI-Driven Sustainable Servitization |
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Ranieri
A., Di Bernardo I., Mele C., Russo Spena T., and Wästlund
E. Escaping Pain, Embracing
Play: Redesigning Pediatric Care through Flow and
Service Experience |
Vuorinen T., Makkonen H., Mouazan
E., and Leipämaa-Leskinen H. Unpacking Actor Engagement
in Circular Economy Ecosystems: The Role of Motivations, Opportunities, and
Abilities |
Dacko S., Schmidt R., and Zimmermann A. Does your energy provider really care? Lessons from applying a service-dominant
logic lens and AI to Trustpilot reviews |
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Gallan A., Leroi-Werelds S. Conceptual Development of
Service Safety and Empirical Explorations in Health Care |
Arkadan F., Macdonald E., and Wilson H. Innovating customer journeys |
Viljakainen A., Silmukari
J., and Caic M. Designing meaningful work in the transition
towards Industry 5.0 |
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Plenary Session Smeraldo Room |
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10.05-11.15 am |
Reimagining Human-Centered Care for Health and Community Chair: Tiziana
Russo Spena • Janet McColl-Kennedy – A Digitaltech-humanness Approach to Care • Andrew Gallan – Learning
from the Environment to Enhance Caring for Communities • Linda Alkire – Transformative
Care: SDG-Driven Research to Uplift Underserved Communities • Erik Wästlund – Aiming for Impact: Co-Creating the Future of Digital Health
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11.15-11.45 am |
COFFEE BREAK |
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11.45-12.15 pm |
Who's Caring? Old Roles, New Actors Jaqueline Pels – Universidad Torcuato Di Tella |
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Parallel
sessions |
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12.15 am- 13-35 pm |
Smeraldo Room |
Turchese Room |
Topazio Room |
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Session n. 22 Market shaping (2) Chair: Kaisa Koskela-Huotari |
Session n. 23 Healthcare Ecosystem Chair: Mara Grimaldi |
Session n. 24 Service Technology (2) Chair: Fabio Greco |
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Flaig A., Syväri M., and Nordberg-Davies S. Sustainable Market-Shaping Strategies |
Biscevic S., and Engström J. Influencer-Follower
Dynamics: Responsibility and Well-being |
Russo S.P., and De Filippis R. Investigating Acceptance of a Service Robot in
Educational Service Contexts |
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Wilkinson A., Plewa C., and Baker J. Market-shaping as a Theory: Conceptual Domain, Fundamental Propositions,
and Future Research Agenda |
Biffi
A., Arata G., Bellini E., and Castellazzi S. Humanizing Care: Aligning
Logics and Identities for Healthcare Ecosystem Transition |
Greco F., Russo Spena T., and Bifulco F. Exploring Consumer Values in
Healthy Food Delivery Services. |
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Helmer J., Hawa J., and Plewa C. And action! – On the nature and underpinnings of market-shaping effort |
Marticorena A.M., and Tostes M. Co-creation of Public Value in the Cultural Sector |
Bruno E. MOOCs and AI: a Possible Perspective for the Phygital Learning Journey |
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Koskela-Huotari K., Vink J., and Lugmair N. Shaping Market Systems Toward Sustainability: Insights from Service
Ecosystem Design |
Fux A., Carrubbo L.,
Gagliardi A.R., Benis A., Tamburis O., and Rozenes S. A Unified Framework for
Transforming Complex Healthcare Ecosystems |
Clemente L., Iodice G., Sergianni C., and Bifulco F. The Role of Digital Transformation in Shaping the Value Proposition of
Benefit Corporations in cultural settings |
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Badr N.G., Carrubbo
L. and Sorvillo G. Accelerating Learning Healthcare Ecosystems:
Proposed Framework |
Takieddine C., and Lee H.H. AI and Human
Collaboration in Service Networks: Redefining Value Co-Creation and
Organizational Roles |
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Plenary Sessions Smeraldo Room |
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1.35-1.50 pm |
Closing Session Francesco Polese - University of Salerno, Cristina Mele -
University of Naples ‘Federico II’, , Stephen L. Vargo, University of Oklahoma |
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1.50-2-50 pm |
LUNCH BREAK |
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