Abstract
PurposeWhile academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This article aims to identify how gamification can leverage each customer journey stage, integrate the findings into a conceptual model and propose future research opportunities.Design/methodology/approachSince CX and customer journey are interrelated concepts, the authors rely on CX research to identify research themes that provide insights to propose the conceptual model. A systematic review of 154 articles on the interplay between gamification and CX research published from 2013 to 2022 was performed and analyzed by thematic content analysis. The authors interpreted the results according to the service customer journey stages and the taxonomy of digital engagement practices.FindingsThis article identified five main thematic categories that shape the conceptual model (design, customer journey stages, customer, technology and context). Gamification design can support customer value creation at any customer journey stage. While gamification can leverage brand engagement at the pre-service stage by enhancing customer motivation and information search, it can leverage service and brand engagement at the core and post-service stages by enhancing customer participation and brand relationships. Moreover, customer-, technology- and context-related factors influence the gamified service experience in the customer journey.Originality/valueThis article contributes to a conceptual integration between gamification and customer journey. Additionally, it provides opportunities for future research from a customer journey perspective.

Abstract
Purpose - Humanity and all life depend on the natural environment of Planet Earth, and that environment is in acute crisis across land, sea and air. One of a set of commentaries on how service can address the UN's sustainable development goals (SDGs), the authors focus on environmental goals SDG 13 (climate action), SDG 14 (life below water) and SDG 15 (life on land). This paper aims to propose a conceptual framework that incorporates the natural environment into transformative services. Design/methodology/approach - The authors trace the evolution of service thinking about the natural environment, from a stewardship perspective of the environment as a set of resources to be managed, through an acknowledgement of nonhuman organisms as actors that can participate in service exchange, towards an emergent concept of ecosystems as integrating human social actors and other biological actors who engage fully in value co-creation. Findings - The authors derive a framework integrating human and other life forms as co-creating actors, drawing on shared natural resources to achieve mutualism, where each actor can have a net benefit from the relationship. Future research questions are posited that may help services research address SDGs 13-15. Originality/value - The framework integrates ideas from environmental ecosystem literature to inform the nature of ecosystems. By integrating environmental actors and ecological insights into the understanding of service ecosystems, service scholars are well placed to make unique contributions to the global challenge of creating a sustainable future.

Abstract
Sectorization is the division of a large area, territory or network into smaller parts considering one or more objectives. Dynamic sectorization deals with situations where it is convenient to discretize the time horizon in a certain number of periods. The decisions will not be isolated, and they will consider the past. The application areas are diverse and increasing due to uncertain times. This work proposes a conceptualization of dynamic sectorization and applies it to a distribution problem with variable demand. Furthermore, Genetic Algorithm is used to obtain solutions for the problem since it has several criteria; Analytical Hierarchy Process is used for the weighting procedure. © 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.

Abstract
Sectorization problems, also known as districting or territory design, deal with grouping a set of previously defined basic units, such as points or small geographical areas, into a fixed number of sectors or responsibility areas. Usually, there are multiple criteria to be satisfied regarding the geographic characteristics of the territory or the planning purposes. This work addresses a case study of parcel delivery services in the region of Porto, Portugal. Using knowledge about the daily demand in each basic unit (7-digit postal code), the authors analysed data and used it to simulate dynamically new daily demands according to the relative frequency of service in each basic unit and the statistical distribution of the number of parcels to be delivered in each basic unit. The sectorization of the postal codes is solved independently considering two objectives (equilibrium and compactness) using Non-dominated Sorting Genetic Algorithm-II (NSGA-II) implemented in Python.

Abstract
Supplier selection for strategic items requires a comprehensive framework dealing with qualitative and quantitative aspects of a company's competitive priorities and supply risk, decision scope, and uncertainty. In order to address these aspects, this study aims to tackle supplier selection for strategic items with a multi-sourcing, taking into account multi-criteria, incorporating uncertainty of decision-makers judgment and supplier-buyer parameters, and integrating with inventory management which the past studies have not addressed well. We develop a novel two-phase solution approach based on integrated multi-criteria decision -making (MCDM) and multi-objective simulation-optimization (S-O). First, MCDM methods, including fuzzy AHP and interval TOPSIS, are applied to calculate suppliers' scores, incorporating uncertain decision makers' judgment. S-O then combines the (quantitative) cost-related criteria and considers supply disruptions and uncertain supplier-buyer parameters. By running this approach on data generated based on previous studies, we evaluate the impact of the decision maker's and the objective's weight, which are considered important in supplier selection.

Abstract
This article addresses the Production Routing Problem (PRP), which consists of determining, in an integrated way, production and inventory planning, and vehicle routing to minimize the costs involved. In the problem, a plant is responsible for producing several types of products to meet the known demand of a set of customers using a homogeneous fleet of vehicles over the planning horizon. In the literature, evolutionary approaches have not been explored in depth for the PRP, specifically for the problem with multiple products. Thus, this work mitigates this gap, presenting a novel Memetic Algorithm and testing its effectiveness on randomly generated sets of instances, comparing the results obtained with a commercial optimization solver. In our solution approach, several classic operators from the literature were implemented. Furthermore, we propose four novel genetic operators. In addition, we evaluated the proposed method's performance in classical instances of literature considering a single item. The computational experiments were carried out to assess the impact of the numerous parameter combinations involving the metaheuristic, and, from statistical analyses, we evidence the proposed technique's robustness. Computational experiments showed that our proposed method outperforms the commercial solver Gurobi in determining feasibly high-quality solutions, mainly on large instances for the PRP with multiple items.