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
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.

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
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
This paper aims to thoroughly discuss the use of Digital Twin technology in complex operations environments, highlighting its potential applications and the research challenges that need to be addressed. This is necessitated by the fact that currently there is no comprehensive literature review and framework for implementing Digital Twin technology in complex operations environments. Furthermore, existing interpretations of DT implementation are inadequately detailed and not very informative in this area. This may be a consequence of the difficulties of collecting and extracting useful information from data in real-time. Another drawback worth mentioning is that Digital twins at the moment center on an individual or isolated part instead of integrating the whole system and no current work talks about this holistic approach. This paper will focus on Digital Twins in complex operations environments and their applications. A review of scientific literature on the use of Digital Twins in complex operations environments is performed and the articles are categorized by the problems and challenges that they address requiring DT as a solution. A selection of papers that focus on this topic and represent the current situation of research will be emphasized. In conclusion, this work will be utilized as a baseline study to propose a Digital Twin reference framework, which eventually leads to implementing and evaluating a comprehensive Digital Twin methodology in complex systems. © 2023 IEEE.

Abstract
The growing use of data-driven decision systems based on Artificial Intelligence (AI) by governments, companies and social organizations has given more attention to the challenges they pose to society. Over the last few years, news about discrimination appeared on social media, and privacy, among others, highlighted their vulnerabilities. Despite all the research around these issues, the definition of concepts inherent to the risks and/or vulnerabilities of data-driven decision systems is not consensual. Categorizing the dangers and vulnerabilities of data-driven decision systems will facilitate ethics by design, ethics in design and ethics for designers to contribute to responsibleAI. Themain goal of thiswork is to understand which types of AI risks/ vulnerabilities are Ethical and/or Technological and the differences between human vs machine classification. We analyze two types of problems: (i) the risks/ vulnerabilities classification task by humans; and (ii) the risks/vulnerabilities classification task by machines. To carry out the analysis, we applied a survey to perform human classification and the BERT algorithm in machine classification. The results show that even with different levels of detail, the classification of vulnerabilities is in agreement in most cases.