Abstract
Achieving sustainable urban mobility requires shifting travelers toward public transport. However, policies often assume uniform preferences, leaving a critical gap in understanding how different travelers prioritize mobility factors. To address this, the study examines behavioral heterogeneity among urban travelers using a data-driven clustering approach based on the relative importance assigned to cost, comfort, environmental sustainability, and flexibility. Using data from 698 respondents in the Asprela area of Porto, Portugal, a mixed-use district combining universities, hospitals, and commercial facilities, the study applies principal component analysis (PCA) and K-means clustering to derive distinct traveler profiles. Unlike segmentation based solely on socio-demographics or observed mode choice, this approach groups individuals according to their underlying value structures. Six clusters were identified, ranging from car-dependent, comfort-oriented users to environmentally conscious and low-engagement groups. The findings show that one-size-fits-all policies are unlikely to address behavioral diversity effectively. Building on these insights, the study proposes tailored and cross-cutting policies to enhance the attractiveness of public transport and promote sustainability. By uncovering latent preference structures, the study contributes to more inclusive and value-informed mobility planning.

Abstract
Engagement in the ongoing energy transition is particularly challenging for energy-poor citizens. As such, there is a pressing need for a better understanding of their experiences and for strategies that enable their engagement. In this study, we identify different groups of citizens based on their energy poverty issues and examine their engagement behaviors (seeking information, proactive managing, sharing feedback, helping others, and advocating). Using cluster analysis and multiple correspondence analysis, we analyzed a sample of 915 citizens from eight European cities participating in a Horizon2020 EU project (Alkmaar-NL, Bari-IT, Celje-SI, Evora-PT, Granada-ES, Hvidovre-DK, Ioannina-GR, & Uacute;jpest-HU). Several groups of citizens reported either multiple energy issues, a single issue (energy bills, insulation, cooling, heating), or no issues, and the statistical tests showed significant differences across these groups in terms of engagement in seeking information, helping, and advocating. Moreover, we identified that certain groups tend to have specific levels of engagement (high, medium, low) and that sharing feedback generally has a low level of engagement. Overall, this study provides empirical insights into how energy-poor citizens exercise agency through engagement behaviors and offers actionable insights for designing measures to mitigate energy poverty in complementarity with technical and economical solutions.

Abstract
Purpose Citizen 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/approach This 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. Findings The 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/value This 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
Purpose - Customer-provider relationships unfold through multiple touchpoints across different channels. However, some touchpoints are more important than others. Such important touchpoints are viewed as moments of truth (MOTs). This study examines the impact of a series of touchpoints on an MOT, and the role MOTs play in determining future profitability and other behavioral outcomes (e.g. customer retention and customer cross-buy) in a business-to-business (B2B) context. Design/methodology/approach - Building upon social exchange theory, a conceptual model is proposed and tested that examines the impact of human, digital, and physical touchpoints and past MOTs on customer evaluation of a current MOT and on future customer outcomes. This research employs a longitudinal methodology based on a unique panel dataset of 2,970 B2B customers. Findings - Study results show that all touchpoints significantly contribute to MOTs, while human and physical touchpoints maintain their primacy during MOTs. The impact of MOTs on future customer outcomes is also demonstrated. Practical implications - This study highlights the need for prioritizing human and physical touchpoints in managing MOTs, and for carefully managing MOTs across time. Originality/value - Given its B2B outlook and longitudinal approach, this research contributes to the multichannel and interactive marketing literature by determining relevant touchpoints for B2B customers.

Abstract
PurposeThe service environment is becoming increasingly turbulent, leading to calls for a systemic understanding of it as a set of dynamic service ecosystems. This paper advances this understanding by developing a typology of service ecosystem dynamics that explains the varying interplay between change and stability within the service environment through distinct behavioral patterns exhibited by service ecosystems over time. Design/methodology/approachThis study builds upon a systematic literature review of service ecosystems literature and uses system dynamics as a method theory to abductively analyze extant literature and develop a typology of service ecosystem dynamics. FindingsThe paper identifies three types of service ecosystem dynamics-behavioral patterns of service ecosystems-and explains how they unfold through self-adjustment processes and changes within different systemic leverage points. The typology of service ecosystem dynamics consists of (1) reproduction (i.e. stable behavioral pattern), (2) reconfiguration (i.e. unstable behavioral pattern) and (3) transition (i.e. disrupting, shifting behavioral pattern). Practical implicationsThe typology enables practitioners to gain a deeper understanding of their service environment by discerning the behavioral patterns exhibited by the constituent service ecosystems. This, in turn, supports them in devising more effective strategies for navigating through it. Originality/valueThe paper provides a precise definition of service ecosystem dynamics and shows how the identified three types of dynamics can be used as a lens to empirically examine change and stability in the service environment. It also offers a set of research directions for tackling service research challenges.