Purpose: Technological disruptions such as the Internet of Things and autonomous devices, enhanced analytical capabilities (artificial intelligence) and rich media (virtual and augmented reality) are creating smart environments that are transforming industry structures, processes and practices. The purpose of this paper is to explore critical technological advancements using a value co-creation lens to provide insights into service innovations that impact ecosystems. The paper provides examples from tourism and hospitality industries as an information dependent service management context. Design/methodology/approach: The research synthesizes prevailing theories of co-creation, service ecosystems, networks and technology disruption with emerging technological developments. Findings: Findings highlight the need for research into service innovations in the tourism and hospitality sector at both macro-market and micro-firm levels, emanating from the rapid and radical nature of technological advancements. Specifically, the paper identifies three areas of likely future disruption in service experiences that may benefit from immediate attention: extra-sensory experiences, hyper-personalized experiences and beyond-automation experiences. Research limitations/implications: Tourism and hospitality services prevail under varying levels of infrastructure, organization and cultural constraints. This paper provides an overview of potential disruptions and developments and does not delve into individual destination types and settings. This will require future work that conceptualizes and examines how stakeholders may adapt within specific contexts. Social implications: Technological disruptions impact all facets of life. A comprehensive picture of developments here provides policymakers with nuanced perspectives to better prepare for impending change. Originality/value: Guest experiences in tourism and hospitality by definition take place in hostile environments that are outside the safety and familiarity of one’s own surroundings. The emergence of smart environments will redefine how customers navigate their experiences. At a conceptual level, this requires a complete rethink of how stakeholders should leverage technologies, engage and reengineer services to remain competitive. The paper illustrates how technology disrupts industry structures and stimulates value co-creation at the micro and macro-societal level.

Purpose: – This study aims to provide empirically generated insights into a gamification approach to online customer engagement and behavior (CE and CEB). There is a substantive discrepancy between popular coverage and empirically based research as to the effectiveness of virtual brand gamification in engaging customers.Design/methodology/approach: – Using Samsung Nation as a unit of analysis, a mixed-methods research design using netnography and participant observation is adopted to address the research aim.Findings: – Taken holistically, the findings identify key processes and outcomes of CE and CEB within virtual gamified platforms. Additionally, insights are provided into implementation flaws deriving from gamification that may potentially impact the CE experience.Originality/value: – The contribution of this paper is twofold. First and from a theoretical perspective, it offers both a conceptual foundation and empirical-based evaluation of CE and CEB through a gamified brand platform. Second and from a pragmatic perspective, the conceptual model derived from this research may aid practitioners in developing more robust gamified CE strategies.

Purpose: The characteristics of the Internet of Things (IoT) are such that traditional models of trust developed within interpersonal, organizational, virtual and information systems contexts may be inappropriate for use within an IoT context. The purpose of this paper is to offer empirically generated understandings of trust within potential IoT applications.Design/methodology/approach: In an attempt to capture and communicate the complex and all-pervading but frequently inconspicuous nature of ubiquitous technologies within potential IoT techno-systems, propositions developed are investigated using a novel mixed methods research design combining a videographic projective technique with a quantitative survey, sampling 1,200 respondents.Findings: Research findings suggest the dimensionality of trust may vary according to the IoT techno-service context being assessed.Originality/value: The contribution of this paper is twofold. First, and from a theoretical perspective, it offers a conceptual foundation for trust dimensions within potential IoT applications based upon empirical evaluation. Second, and from a pragmatic perspective, the paper offers insights into how findings may guide practitioners in developing appropriate trust management systems dependent upon the characteristics of particular techno-service contexts.

Interpretations of value and the processes of value creation are rapidly evolving from product- and firm-centric perspectives to personalised consumer experiences. However, whilst much of the literature in this area advocates the role of the firm as that of ‘enabler’ and ‘community leader’, relatively little empirical-based research exists on ‘post-product’ manipulations by consumers and the resultant ‘blurring’ of the boundaries of ownership between consumer and firm. Drawing on the consumption community and co-creation literature, this paper reports on a study that examines the nature and characteristics of a virtual co-creation context. Findings suggest consumers are able to take ownership, define and create their own post-product consumption experience, and, through a collaborative – often implicit – process between firm and consumer, continually modify and ‘co-evolve’ the product in an ongoing and iterative process. This in turn has implications for post-product ownership within such contexts.

Historic buildings and urban streetscapes face increasing threats from climate change, development, and aging infrastructure, creating a pressing need for accurate and scalable documentation methods. This review assesses the combined use of photogrammetry and unmanned aerial vehicle (UAV) technologies in preserving built cultural heritage. We systematically analyze the end-to-end workflow, from the sophisticated processing of imagery into highly detailed and accurate 3D models in photogrammetry software via data acquisition using diverse UAV platforms and sensor payloads. Through case studies, including the mapping of ancient Maya sites in the Yucatán Peninsula and the conservation of the Notre Dame Cathedral, the review highlights the accuracy, efficiency, and accessibility offered by this technological synergy, underscoring its significance for heritage conservation, research, and the development of digital twins. Furthermore, it explores how these advancements foster public engagement and virtual accessibility, enabling immersive experiences and enriched educational opportunities. The paper also critically assesses the inherent technical, ethical, and legal challenges associated with this methodology, offering a balanced perspective on its application. By synthesizing the current knowledge, this review proposes future research trajectories and advocates for best practices, aiming to guide heritage professionals in leveraging photogrammetry and UAVs for the effective documentation and safeguarding of global cultural heritage.