Abstract
Purpose - The purpose of this paper is to understand value cocreation in service ecosystems from a multilevel perspective, uncovering value cocreation factors and outcomes at the micro, meso, and macro levels. Design/methodology/approach - A Grounded Theory approach based on semi-structured interviews is adopted. The sample design was defined to enable the ecosystem analysis at its different levels. At the macro level was the Portuguese Health Information ecosystem. Embedded meso level units of analysis comprised eight health care organizations. A total of 48 interviews with citizens and health care practitioners were conducted at the micro level. Findings - Study results enable a detailed understanding of the nature and dynamics of value cocreation in service ecosystems from a multilevel perspective. First, value cocreation factors are identified (resource access, resource sharing, resource recombination, resource monitoring, and governance/institutions generation). These factors enable actors to integrate resources in multiple dynamic interactions to cocreate value outcomes, which involve both population well-being and ecosystem viability. Study results show that these value cocreation factors and outcomes differ across levels, but they are also embedded and interdependent. Practical implications - The findings have important implications for organizations that are ecosystem actors (like the Portuguese Ministry of Health) for understanding synergies among value cocreation factors and outcomes at the different levels. This provides orientations to better integrate different actor roles, technology, and information while facilitating ecosystem coordination and co-evolution. Originality/value - This study responds to the need for a multilevel understanding of value cocreation in service ecosystems. It also illuminates how keystone players in the ecosystem should manage their value propositions to promote resource integration for each actor, fostering resource density and ecosystem viability. It also bridges the high-level conceptual perspective of Service-Dominant logic with specific empirical findings in the very important context of health care.

Abstract
Purpose - The purpose of this paper is to explore the concept of value co-creation in complex value networks with many actors. Electronic health records (EHRs) are innovations that warrant deep study to properly introduce such a complex system. Design/methodology/approach - The paper describes a qualitative study based on Grounded Theory to understand value co-creation from multiple actors' perspectives in a National EHR Service Project: the Portuguese Health Data Platform. Findings - Study results enabled further development of the value co-creation concept in complex environments with multiple actors. More specifically they allowed: operationalizing the value co-creation concept by identifying its factors and outcomes, understanding how value co-creation factors and outcomes are interconnected, and understanding of how value co-creation for each actor depends on his/her own actions and the actions of other actors, in a complex set of interactions and interdependencies. Practical implications - The findings have implications for service managers seeking to understand how actors participating in the network integrate resources and interact to co-create value. The study highlights the need for designing and managing services to co-create value, not only by enabling dyadic interactions between the customer and the service provider, but also by supporting and enabling value co-creation interactions among different actors in the network. Originality/value - This study responds to the need for empirical research on value co-creation in many-to-many contexts and for operationalizing the value co-creation concept.

Abstract
Service organizations increasingly understand the importance of managing the customer experience to enhance customer satisfaction and loyalty. This study aims to develop a better understanding of the customer experience by investigating how the customer’s internal mechanisms influence it. That is, how it is perceived and processed at three different levels (visceral, behavioral and reflective), which determines a person’s cognitive and emotional state. To this purpose an exploratory multi-method ethnographic study was undertaken in a healthcare service. The results showed the emotions provoked by the service experience at each level. These levels are interconnected and impact each other working together to influence a person’s cognitive and emotional state, and thus playing a critical role in the overall evaluation of a service. Results show that elements such as servicescape aesthetics, face-to-face and non-human interactions influence emotions and service evaluations. The service should be designed in a way that induces positive emotions, and a feeling of being in control. Especially in healthcare services there is a need to balance the conflicting responses of the emotional stages that may be triggered at the visceral and behavioral levels, while providing reassurance and calm at the reflective level that the health problem is going to be taken care. Using service design approaches this understanding of the customers’ brain can be translated into improving the customer experience. © 2018, Springer Nature Switzerland AG.

Abstract
Background: Over the past few years, various new types of technologies have been introduced, which have been tailored to meet the specific needs of older adults by incorporating gerontological design principles (i.e., "gerontechnologies"). However, it has been difficult to motivate older adults to adopt and use these new technologies. Therefore, it is crucial to better understand not only the role of personal drivers but also the family influences on older adults. Objective: This research goes beyond traditional technology acceptance theories by investigating the role of personal (e.g., inherent novelty seeking) and interpersonal drivers (e.g., influence of family) in stimulating older adults to use gerontechnologies. Nine hypotheses, building on traditional and new technology acceptance theories, were developed and tested. Methods: This research applies a cross-sectional study design. Therefore, a face-to-face survey instrument was developed building on a qualitative pilot study and validated scales. Three hundred and four older adults (minimum age = 70 years) were willing to participate as well as one of their family members. Structural equation modeling was applied to analyze the hypothesized conceptual model. Results: Our results extend the seminal technology acceptance theories by adding personal (i.e., inherent novelty seeking p = 0.017) and interpersonal drivers. More specifically, it was found that the attitude toward gerontechnologies was influenced by family tech savviness (i.e., people who often use technology), as this relationship is fully mediated through the social norms of older adults (p = 0.014). The same was found for older adults' trust in the family member's technology knowledge (p <= 0.001). Here, the relationship with older adults' attitude toward gerontechnologies was partially mediated by the older adults' trust in technology. Conclusion: This study identified important personal and interpersonal drivers that influence attitudes toward and intentions to use gerontechnologies. To foster technology acceptance among older adults, it was found that it is important to strengthen the trust in and the attitude toward gerontechnologies. Furthermore, family members' knowledge and beliefs in technology were the keys to promoting the actual use of gerontechnologies among older adults. Furthermore, the families' trust in gerontechnologies and the provision of access to technology can improve their attitudes toward technology and usage intentions for the older relative.

Abstract
Education 5.0 is a new paradigm in education posing many challenges and opportunities. This paper uses qualitative methods to explore students’ and teachers’ experiences with online learning to understand the challenges, benefits, and vision for a successful blended learning model, proposing a dynamic framework for blended learning. Results of in-depth interviews show the three main challenges of blended learning: pedagogical design, technological design, and environment/ setup design. Finally, the study discusses insights into future directions for developing Education 5.0, including the need for ongoing research, collaboration communities, curricula personalization, and innovation in the field. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2026.

Abstract
This chapter aims to contribute to the understanding of how artificial intelligence (AI) technologies can promote increased business revenues, cost reductions, and enhanced customer experience, as well as society's well-being in a sustainable way. However, these AI benefits also come with risks and challenges concerning organizations, the environment, customers, and society, which need further investigation. This chapter also examines and discusses how AI can either enable or inhibit the delivery of the goals recognized in the UN 2030 Agenda for Sustainable Business Models Development. In this chapter, the authors conduct a bibliometric review of the emerging literature on artificial intelligence (AI) technolo¬gies implications on sustainable business models (SBM), in the perspective of Sustainable Development Goals (SDGs) and investigate research spanning the areas of AI, and SDGs within the economic group. The authors examine an effective sample of 69 publications from 49 different journals, 225 different institutions, and 47 different countries. On the basis of the bibliometric analysis, this study selected the most significant published sources and examined the changes that have occurred in the conceptual framework of AI and SBM in light of SDGs research. This chapter makes some significant contributions to the literature by presenting a detailed bibliometric analysis of the research on the impacts of AI on SBM, enhancing the understanding of the knowledge structure of this research topic and helping to identify key knowledge gaps and future challenges. © 2024, IGI Global. All rights reserved.