Abstract
Technological advances and the use of mobile solutions to make smartphone users’ daily life easier is a mindset that has revolutionized the society lifestyle in the past years. In the public transport sector, mobile ticketing is an example of the applicability of mobile solutions in a real context. Using one smartphone to purchase and validate tickets is a revolutionary idea that has acquired fans around the world. The convenience of use and time savings throughout the process are positive aspects, however, the success of the adoption of such services is limited. Based on the case of Porto, Portugal and particularly of the mobile app And, this study intends to understand customer churn factors of mobile ticketing services by analysing data from customer complaints and from usage history. Thus, an analysis of the complaints, the complainers and the effects of complaints is presented. A strategy for capturing and retaining users is also proposed considering four stages of mobile ticketing apps lifecycle: user onboarding, user engagement, user retention and user reinstall. © 2021, ICST Institute for Computer Sciences, Social Informatics and Telecommunications Engineering.

Abstract
The increasing growing need for optimization of transportation in a sustainable and green environment is fundamental for the future of mobility. Companies, governments, and non-governmental institutions are trying to find new ways to contribute to this challenge. The main goal of this Special Issue was to integrate the most recent advances in transportation that connect the hybrid point of view. In particular, key contributions integrate several interesting topics related to earning algorithms for the integration of passengers and goods, gamification techniques, semantic data, blockchain, and edge computing. Other topics in urban mobility, railway, and highways were considered, and hot topics on shared autonomous vehicles (SAVs) brought huge value. It is revealed that connected and autonomous vehicle technology and services for the mobility of people and goods in mixed-mode environments can improve efficiency, safety, and cleanliness.

Abstract
The increasingly interconnected world is leading to continuous and profound transformations within and among service systems (e.g., firms, industries, societies). While service research studying such transformations is growing, the literature is missing a conceptualization of service system transformation (SST) that accounts for the richness and diversity of the phenomenon. This hinders the development of approaches to intentionally influence SST toward desired paths. Providing an integrated, multidimensional understanding of SST, this paper explores how service design can intentionally influence SST. To do so, the paper contributes by advancing conceptual clarity of SST and delineating three analytical dimensions-scope, endurance, and paradigmatic radicalness-that, in combination, provide a framework for understanding the diversity of the transformations unfolding within and across service systems. Building upon this conceptualization, the paper systematizes how service design approaches can foster SST along these dimensions, setting the ground for service design to further strengthen its transformative potential.

Abstract
Purpose The purpose of this paper is to introduce the concept of meaning as a relevant but missing link in understanding the building blocks of service innovation informed by service-dominant (S-D) logic. In exploring the role of meaning in service innovation, especially related to new value propositions, resource integration and new value cocreation, the authors suggest using the conceptualization of meaning within human-centered design, which has an established body of knowledge on addressing how actors engage and interact. Design/methodology/approach The paper builds an actionable conceptual framework that relates meaning to central tenets of service innovation, such as resource integration, value propositions and cocreation of value. It delineates the central building blocks of service innovation and conceptually integrates them with meaning to explain the underlying mechanisms of service innovation related both to its development and adoption. Findings The findings highlight how and why meaning precedes value creation and directs resource integration. Indicating that meaning is driven by experience of earlier interactions it delineates its relationships with new value formation and positions resource interpretation as a driver of this process. Originality/value This paper extends the understanding of service innovation in relation to S-D logic, with meaning as a conceptual link to aspects of S-D logic that claim a phenomenological nature. Meaning contributes to S-D logic by providing an understanding of how beneficiaries form intentions to engage in value creation and resource integration. Additionally, by integrating service and design research domains, this paper suggests possibilities for multidisciplinary contributions in future research.

Abstract

Abstract
Customer segmentation is increasingly needed in a context where customer interests are vital for companies to survive. This study proposes the use of the weighted RFM (Recency, Frequency, Monetary) supported by data mining techniques and the Analytic Hierarchy Process (AHP), to classify the customers according to their lifetime value (CLV). The customer segments obtained can be used to boost marketing strategies, as these segments enable to differentiate the customers. Each segment of customers is described by a set of rules based on the customers’ purchasing patterns. The methodology developed is validated by using a real case study, i.e. a food industry company, whose core business is the production of biscuits. © IEOM Society International.