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
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
The specialization of Health Human Resources (HHR) is increasingly recognized as essential for addressing evolving healthcare demands. This paper presents a comprehensive policy framework for assisting with the implementation of Clinical Nurse Specialist (CNS) roles at the national or regional level, integrating key dimensions including barriers and enablers, regulation and governance, education and training requirements, career development, workforce planning, and economic analysis. The framework was applied to the implementation of CNS roles in Portugal, resulting in the issuance of a decree-law by the government. Our findings demonstrate that the economic analysis step was critical in addressing concerns from government authorities and health system funders regarding the potential budgetary impact of CNS implementation. By providing evidence-based projections of costs and benefits, the economic analysis facilitated smoother negotiations and consensus-building among stakeholders, including nursing unions. Furthermore, the integration of workforce planning ensured the alignment of educational capacity with workforce needs, thus avoiding potential implementation bottlenecks. The application of the framework also revealed important feedback relationships between its dimensions, highlighting the interdependent nature of the implementation process. This dynamic approach, which adapts to real-time feedback and stakeholder input, underscores the necessity of a holistic and iterative strategy for successful CNS role integration. The insights gained from the Portuguese case underscore the utility of this policy framework in guiding the implementation of advanced nursing roles in diverse healthcare contexts.

Abstract
Ensuring process quality in modern manufacturing is increasingly challenging due to the complexity of production processes and reliance on skilled operators, which can lead to suboptimal solutions and poor quality. To address these challenges, we introduce a novel, unsupervised, robust, nonparametric control chart for Phase II monitoring. This chart tracks the degradation of a quality characteristic using a condition index that captures mean and scale shifts without relying on assumptions, offering high flexibility and adaptability. Comparative studies with state-of-the-art nonparametric schemes demonstrate faster detection capabilities and competitive accuracy across various scenarios. We validate our approach through its application in the glass container production process, showcasing its effectiveness in monitoring multiple defective rates. Although tested on defective rates, the methodology is adaptable to any quantifiable quality characteristic.

Abstract
Introduction: Urban centers face increasing congestion and pollution due to population growth driven by jobs, education, and entertainment. Promoting active modes like walking and cycling offers healthier and less polluting alternatives. Understanding perceptions of comfort (green areas, commercial areas, crowd density, noise, thermal sensation, air quality, allergenics), safety and security (street illumination, traffic volume, surveillance, visual appearance, and speed limits) are crucial for encouraging active modes adoption. This study categorizes user groups based on these indicators, supporting policymakers in the development of targeted strategies. Methods: We developed a questionnaire to support our empirical study and collected 653 responses. We have analyzed the data using clustering methods such as Affinity Propagation, BIRCH, Bisecting K-means, HAC, K-means, Mini-Batch K-means, and Spectral clustering. The best performing method (K-means) was used to identify the user groups while a random forest model evaluated the relative importance of indicators for each group. Results: The study identified five user groups based on urban mobility indicators for safety and security, comfort, and distance and time. Conclusions: These groups, distinguished by sociodemographic features, include: Street Aesthetes (young men valuing visual appeal), Safety Seekers (employed men prioritizing speed limits), Working Guardians (employed men focused on surveillance and green spaces), Urban Explorers (young women valuing air quality and low traffic), and Comfort Connoisseurs (employed women prioritizing noise reduction and aesthetics).

Abstract
The main goal of this paper was to develop, implement, and test a practical framework for large-scale last-mile delivery problems that employ a combination of optimisation and machine learning while focussing on different routing methods. Delivery companies in big cities choose delivery orders based on the tacit knowledge of experienced drivers, since solving a large optimisation model with several variables is not a practical solution to meet their daily needs. This framework includes three phases of districting, sequencing, and routing, and in total 30 different variants were tested in different capacities. Using the power of machine learning, a model is trained and tuned to predict driving road distances, allowing the implementation of the whole framework and improving performance from analysing 2983 stops in several hours to 58,192 stops in less than 15 minutes. The results demonstrated that Inter 1 - Centroids is the best inter-district connection method, and one of the best variants in this framework is variant 26 which managed to decrease up to 34,77% total distances with 79 fewer drivers in a full month analysis compared to the original routes of the delivery company. © The Author(s), under exclusive licence to Springer Nature Singapore Pte Ltd. 2025.