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
Startups are vital to the economy and the digital future and are creators of around 50% of new jobs. Some studies indicate that around 90% of startups fail in their first months, mainly because they focus on launching products or services without adequate market validation. In addition, they have little or no experience in organisational management and lack the resources to apply quality models, which hinders their ability to face the challenges of a highly volatile and competitive environment. Therefore, this paper proposes the LightStartup framework, focused on startups in the service sector. LightStartup provides a lightweight, consistent and formalised process model, a process assessment model and a maturity model based on the ISO/IEC 33000 standard. LightStartup accompanies companies in transitioning from an informal management style to a formal and long-lasting management system, covering the management of services, people, customers and organisational governance.

Abstract
Purpose This study aims to explore how technology-enabled services influence the overall experience of participants in running events by applying a structured service design methodology. Specifically, it examined how recreational runners engage with technology-enabled services throughout the customer journey of a running event, and how the application of the MINDS method contributes to enhancing the runners' experience. Design/methodology/approach Thirty-nine running event participants were interviewed to explore their experiences. The interviews took place in Greece in 2023, across various mass-participation events from marathons to 5K city races. Using the Management and INteraction Design for Service (MINDS) method, qualitative data were thematically analyzed. Findings The study identified how recreational runners interact with technology-enabled services across the pre-, during-, and post-event stages. Using the MINDS method, participants' experiences were mapped to reveal emotional touchpoints, service gaps, and opportunities to enhance the event experience. These findings were translated into service design proposals through the MINDS method, resulting in visual outputs that illustrate how technology-enabled services could be better integrated across the event journey. Originality/value This study is among the first to examine running event experiences from the participants' perspective using a service design methodology. It also contributes to the advancement of the MINDS by introducing customer journey and emotional journey extensions, offering richer insights into how participant experiences can be optimized across the event lifecycle.

Abstract
[No abstract available]

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.