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Designing and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of the relationship between customer engagement (CE) and responsible business practices (e.g. environmental, social and/or governance [ESG], corporate social responsibility [CSR] and diversity, equity, and inclusion [DEI]) and explore customer engagement tensions that service organizations may face.

This research develops a list of CE-related responsible business practice tensions and empirically explores their relevance through in-depth interviews with nine ESG professionals.

This paper makes three important contributions. First, we find support for nine distinct but related tensions with implications for CE that organizations must navigate when pursuing responsible business practices. Second, interview participants provide some suggestions for tackling these tensions, which we support with relevant theories. Finally, we develop a conceptual framework that may stimulate future service research and inform the implementation of ESG strategies.

To the best of the authors’ knowledge, this research is the first to conceptualize and empirically explore the tensions that emerge between responsible business practices and CE. The authors develop a novel analysis of the CE-related tensions that emerge when pursuing an ESG strategy.

The findings are based on a small sample of ESG professionals. Future research may take a quantitative approach to further evaluate the role that these tensions play in engaging customers.

This research provides a conceptual framework that may guide ESG professionals in understanding, framing and navigating CE-related tensions when pursuing responsible business practices.

A social benefit may be found when service organizations are better able to successfully navigate CE-related tensions when pursuing responsible business practices.

The sporting body in Indian sports studies has been studied in the context of changing power relations in society, and this essay continues in a similar vein. The significance of sport in India evolved from being used as a means of control by the coloniser to becoming a point of resistance and then a tool for nation-building for the colonised peoples. Post-liberalisation wrought significant changes to the social and cultural landscape and brought with it a singular focus upon the individual, as the idea of the nation receded to the background and the link between sport and self-making became prominent. In the context of the changing cultures of sport and the body from colonial to post-liberalisation India and the growing prominence of sport in popular culture, this chapter turns a critical eye towards the representation of sport in three Nike advertisements between 2007 and 2016 with the understanding that these representations are shaped by the workings of power and ideology in society and therefore provide a window to access the evolution of sports discourse over time. Through this examination, it explores the complex dynamic between the liberation of the postcolonial sporting body from discursive shackles and its evolution – and possible entrapment – into becoming a placard of the neoliberal vision and what this means in terms of the decoloniality discourse.

The design of cantilever pile walls (CPWs) presents several common challenges. These challenges include soil variability, groundwater conditions, complex loading conditions, construction considerations, structural integrity, uncertainties in design parameters and construction and monitoring costs. Accordingly, this paper is to provide a detailed literature review on the design criteria of CPWs, specifically in cohesionless soil. This study aims to present a comprehensive overview of the current state of knowledge in this area.

The paper uses a literature review approach to gather information on the design criteria of CPWs in cohesionless soil. It covers various aspects such as excavation support systems (ESSs), deformation behavior, design criteria, lateral earth pressure calculation theories, load distribution methods and conventional design approaches.

The review identifies and discusses common challenges associated with the design of CPWs in cohesionless soil. It highlights the uncertainties in determining load distribution and the potential for excessive wall deformations. The paper presents various approaches and methodologies proposed by researchers to address these challenges.

The paper contributes to the field of geotechnical engineering by providing a valuable resource for geotechnical engineers and researchers involved in the design and analysis of CPWs in cohesionless soil. It offers insights into the design criteria, challenges and potential solutions specific to CPWs in cohesionless soil, filling a gap in the existing knowledge base. The paper draws attention to the limitations of existing analytical methods that neglect the serviceability limit state and assume rigid plastic soil behavior, highlighting the need for improved design approaches in this context.