Jorge Daniel Teixeira

Abstract
Amidst an urgent need for sustainability, novel approaches are required to address environmental challenges. In this context, biomimicry offers a promising logic for catalyzing nature’s wisdom to address this complexity. The purpose of this research is to (1) establish a biomimetic understanding and vocabulary for sustainability and (2) apply biomimicry to upframe service ecosystems as a foundation for sustainability. Our research question is: How can the principles of natural ecosystems inform and enhance the sustainability of service ecosystems? The findings highlight upframed service ecosystems as embodying a set of practices that (1) promote mutualistic interactions, (2) build on local biotic and abiotic components supporting emergence processes, (3) leverage (bio)diversity to build resilience, (4) foster resource sharing for regeneration, and (5) bridge individual roles to optimize the community rather than individual well-being. Our upframed definition of a service ecosystem is a system of resource-integrating biotic actors and abiotic resources functioning according to ecocentric principles for mutualistic and regenerative value creation. The discussion emphasizes the implications of this upframed definition for sustainability practices, advocating for a shift in understanding and interacting with service ecosystems. It emphasizes the potential for immediate mutualistic benefits and long-term regenerative impacts. © Academy of Marketing Science 2025.

Abstract
PurposeCitizen engagement plays a crucial role in transitioning to sustainable service ecosystems. While customer engagement has been extensively studied in service research, citizen engagement has received significantly less attention. By synthesizing customer and citizen engagement literatures, this study develops an integrated framework to conceptually clarify the dual role of customer-citizen engagement for sustainability.Design/methodology/approachThis study builds on a systematic literature review of customer engagement literature in service research and citizen engagement literature. Following a theory synthesis approach, we qualitatively analyzed 126 articles to develop an integrated conceptual framework of customer-citizen engagement for sustainability through a process of abductive reasoning.FindingsThe analysis showed that customer engagement and citizen engagement literatures have developed mostly separately but provide complementary views. While the customer engagement literature has traditionally focused on business-related facets, such as engagement with brands, the citizen perspective broadens the engagement scope to other citizens, communities and society in general. The integrated framework highlights the interplay between citizen and customer roles and the impact of their relationships with multiple objects on sustainability.Originality/valueThis integrated framework contributes to advancing our understanding of customer-citizen engagement, broadening the scope of subject-object engagement by examining the interplay between these roles in how they engage for sustainability and moving beyond the traditional dyadic perspective to a multi-level perspective of service ecosystems. This framework also enables the development of a set of research directions to advance the understanding of engagement in sustainable service ecosystems.

Abstract
In recent years, student experience (SX) has drawn the attention of researchers and librarians due to its impact on student engagement and, eventually, academic success. This study aims to explore the intellectual structure of literature focusing on the student experience with academic libraries. Through bibliometric and thematic analyses, we analyzed a sample of 160 articles published between 1995 and 2022. The findings underscore the multifaceted nature of SX research regarding academic libraries. Its intellectual structure unveils six predominant themes: (1) international students' experience; (2) servicescape and service design; (3) impact of technologies; (4) information literacy; (5) psychological and emotional aspects; and (6) engagement and motivation. Additionally, we propose a future research agenda, shedding light on prevalent theories and underexplored topics. This study serves as a valuable resource for researchers and librarians seeking insights into the nuances of SX in academic library settings. In particular, the identification of research clusters and opportunities can assist researchers in better positioning their studies and finding connections across several theoretical lenses and approaches.

Abstract
Interactive Voice Assistants (IVAs) are intelligent conversational agents capable of communicating with users using natural language. Although IVAs are more frequent in our lives, customer experience research with these agents is still in its infancy. This article aims to identify the factors that form the customer experience (CX) with Alexa and assesses its impact on traditional marketing outcomes: satisfaction and recommendation. This research presents a conceptual model of CX with IVAs and an empirical validation of the model using Structural Equation Modelling based on a sample of 580 IVA users. The results confirm that CX is a multidimensional higher-order construct composed of six factors (usefulness, ease of use, trust, privacy concerns, communication skills, and enjoyment). We also highlight the positive impact of experience on satisfaction and recommendation. Finally, we test the enthusiasm moderating role, showing its negative influence on the investigated relationships. Theoretical and practical implications are discussed.

Abstract
Background. Traditional burning is a practice with social and ecological value used worldwide. However, given the often improper and negligent use of fire, this practice is often associated with rural fire ignitions.Aims. Systematise experts' understanding of traditional burning and identify its challenges in the Portuguese context.Methods. Twenty-eight Portuguese experts from industry, academia, NGOs and public entities with in-depth involvement in fire and forest management were interviewed to create a mental model of traditional burning in Portugal.Key results. Eight dimensions were identified: motivations behind traditional burning, alternative solutions, risks before a traditional burn, risks during a traditional burn, underlying causes of risk, exogenous elements and factors, potential impacts, and activities leading to a successful traditional burn.Conclusions. This study provides a comprehensive understanding of traditional burn practice in the Portuguese context and offers a baseline to support stakeholders and policymakers in managing traditional burning's social and environmental impacts in the future.Implications. This research offers several implications across the eight dimensions identified, including the need to improve regulations on the use of fire and fuel reduction policies, promote fire use education and feasible and affordable alternatives to traditional burning, and increase communities' commitment to mitigation actions.