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The purpose of this paper is to investigate similar and different wayfinding strategies used by novice and expert patrons at an academic library.

The study employed a usability study approach. In total, 12 people, places, or things were identified as important for students to be able to locate within an academic library. Students from one of three groups (high school, freshmen, and seniors) were randomly assigned a scenario requiring them to find the indicated person, place, or thing. Student researchers video recorded participants and took field notes during the wayfinding activity and conducted an interview about participant’s experience following the exercise.

Total and average time needed to locate the person, place, or thing indicated in the scenario were determined for each group. In addition, wayfinding tools (signs, maps, help desks, technology, and experience) used by participants were identified.

The research compares novice and expert wayfinding strategies. It is unique in its use of student researchers as part of a sociology class project, to collect and analyze the data.

The thesis of this book is that library measurement needs to move on and away from the idea that it is a process of counting and comparing the resources deployed by our libraries. The current emphasis on output measurement is an improvement but not the answer, refreshing as it is to judge a library by the quantity of what comes out instead of by the quantity of what is put in. The author believes that the nature of the library service is that of a “broad aim” social programme, best judged (evaluated) by gathering “politically significant information on the consequences of political acts”. “Political” here implies that the aims and intentions of those funding, organising and using libraries arise from more than one set of social values and from more than one definition of what the library is, and that they differ in priorities even when they do not directly conflict. Information about the library service will be in the form of a spectrum of measures reflecting the inputs, the processes, the outputs and the impact of the library, relating the various values in various ways. The difficulty in measuring library services, it is argued here, arises from the conflicts and lack of clarity about the aims of the service, and from uncertainty about how the process affects the outcomes. The technical problems of measurement are secondary. Chapter One aims to survey the range of measures available, whilst the rest of the book discusses how they might be used.

The purpose of this paper is to develop and test a new model for the measurement of the constitution and effects of the country image as a central target construct in international public relations.

The authors combine concepts from reputation management (Eisenegger and Imhof, 2008; Ingenhoff and Sommer, 2007), national identity theory (Smith, 1987), and attitude theory (Ajzen and Fishbein, 1980) to derive a four-dimensional model, conceptualizing country images as stakeholder attitudes toward a nation and its state, comprising specific beliefs and general feelings in a functional, normative, aesthetic, and emotional dimension. Furthermore, the authors develop a path model to analyze the country image’s effect on stakeholder behavior. This model is operationalized and tested in a survey regarding the country image of the USA and its effects on travel behavior.

Results show how functional, normative and aesthetic image dimensions vary in affecting the formation of the affective image component. It is also demonstrated how the affective image di-mension acts as a mediator in the image’s effect on stakeholder behavior.

For international public relations and public diplomacy practice the developed model supplies a new approach for country image analyses which will serve and improve the development and evaluation of cross-national communication strategies.

The paper introduces a new theory-grounded approach to clarify the dimensionality of the country image construct. It is the first to operationalize cognitive and affective dimensions of the country image by combining formative and reflective indicators in a mixed specified construct.

The milk supply of our country, in one form or another, has been the subject of discussion year after year at Congress meetings. Its importance is an admitted fact, but, notwithstanding, I again venture to call attention to the matter. On this occasion, however, I do not propose to touch much of the ground already covered by former papers, but to consider the results of experiments and observations made while dealing with milk supply under the Sale of Food and Drugs Acts. For many years dairy regulations have been in force throughout the country which deal with the construction of floors and walls, and with lighting and ventilation. The owners of dairy farms in many parts of Scotland have spent large sums of money in improving their farms. Indeed, some enthusiasts have gone the length of introducing a system of heating and mechanical means of ventilation. It is only reasonable to pause and consider the practical results of these improvements, and to discover who are reaping the benefits from a milk supply standpoint. Do the owners of dairy farms receive anything like a fair return for their capital outlay? No. It is a well‐known fact that rents are on the down grade. Is the farmer of to‐day in a better financial position than formerly? No. He will tell you that the working of a “modern dairy” is more expensive than in the old steading, and that there is less flow of milk from the cows in the large airy byre than in the small old “biggin.” The price of milk is considerably less than it was fifteen or twenty years ago. At that time it ranged from 10d. to 1s. per gallon, and it is well known to you that hundreds of gallons of milk are now sent into our large cities for at least a distance of 100 miles, carriage paid, at 7½d. per gallon. In some cases the price is 9d. per gallon during the winter and 7½d. in summer. A farmer I know has a contract with a dairyman to supply him with 20 gallons of sweet milk, 16 gallons of skim milk, and 4 gallons of cream every day at an average rate of 7½d. per gallon all the year round. I have proved, by having test samples taken of the sweet milk, that it contains an average fat of 4.89 per cent. in 16 gallons. Neither the owner nor occupier of the farm can be any better off so long as such small prices prevail. Does the profit then come to the consumer? It does not.

In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.

This paper aims to identify future research opportunities that address human–technology service interactions.

This editorial is based on the author’s personal reflections and conceptualizations of ideas from past previous research and theory.

The authors identify three opportunities for further research on technology and humanity: service technology and social interaction and service technology and societal prosperity.

Service researchers need to realize that topics such as technology, robots, artificial intelligence are not mutually exclusive from topics that seek to improve the human condition, such as transformative service research. We encourage service researchers to explore how digital technologies in service domains impacts consumers, communities, and even, global humanity.

Researchers have guidance on areas in which pioneering theoretical and methodological opportunities abound.

This editorial offers new perspectives on technology and humanity considering the effect of the global pandemic.

Dyadic interactions between customers and service providers rarely occur in isolation. Still, there is a lack of systematic knowledge about the roles that different types of nontechnological third parties – that is, other customers, pets, other employees and other firms – can adopt in relation to customers and service providers during encounters. The present study aims to unravel these roles and highlight their implications for customers, service providers and/or third parties.

This research relies on a systematic review of literature in the Web of Science using a search string pertaining to the research study’s objectives. In total, 2,726 articles were screened by title and abstract using clear inclusion and exclusion criteria, thereby extracting 189 articles for full-text eligibility. The final sample consisted of 139 articles for coding and analysis.

The analyses reveal that other customers, pets, other employees and other firms can adopt five roles: bystander, connector, endorser, balancer and partner. Each role has different implications for customers, service providers and/or third parties. Additionally, the five roles are associated with distinct constellations of the customer, the service provider and the third party. These roles and constellations are dynamic and not mutually exclusive.

This research contributes to the service encounter literature by providing a thorough understanding of the various third-party roles and their implications for customers, service providers and/or third parties during encounters. As such, this research sheds light on the conditions under which third parties become “significant others” in service encounters and identifies avenues for future research.

The purpose of this paper is to examine the impact of a customer engagement-enabling platform on a value captured by the firm and value acquired by the customer. It explores the relevance of relational and expertise value for customers during the engagement process so as to ensure positive referrals about the service provider.

Using a sample of 482 students, the study examines the customer engagement efforts of professional institutes that provide training to prepare for the civil service examinations of the Union Public Service Commission. The survey is confined to central areas of New Delhi, India. Statistical techniques including confirmatory factor analysis and structural equation modelling are used to analyse the data, and reliability and validity tests are performed.

The findings reveal the indispensable role of service providers as creators of a meaningful effective learning process and of interpersonal relations with customers for generating more business through customer referrals.

The study validated the moderating role of relational value between customers’ expertise value and their referrals on the basis of motivation theory, which asserts that customers’ motivation to contribute to the organisation is driven by the individuals’ extrinsic relational need for belongingness, acceptance by like-minded individuals, and feedback, recognition and respect from employees of the organisation.

The study contributes to the existing literature by integrating the well-developed social exchange and motivation theory so as to investigate the factors that propel customers’ positive word of mouth for the service provider.

Not many weeks back, according to newspaper reports, three members of the library staff of the School of Slavonic and East European Studies in London were dismissed. All had refused to carry out issue desk duty. All, according to the newspaper account, were members of ASTMS. None, according to the Library Association yearbook, was a member of the appropriate professional organisation for librarians in Great Britain.

The purpose of this paper is to examine some of the new capabilities that are required for the facilitation of business processes management (BPM) in the current political and technological landscape. Specifically, the goal is to investigate the role of firm boundaries, from a business processes perspective, in new contexts in which the affirmation of digitalization requires more integration across a complex network of partners.

The paper is based on a review of relevant literature on BPM, firm boundaries and negotiation. By critically integrating this literature, a framework is developed with the objective of supporting the management of boundaries.

BPM, new competitive contexts, and the technological landscape require the development and management of boundary capabilities. Among these capabilities, “boundary management” – how managers coordinate resources, activities and business processes on the boundaries of the firm – should play a key role. Moreover, as managers must continuously interact with multiple partners in digital supply chains, the organizational model of negotiation serves as a means of effectively managing firm boundaries.

The framework offers insights and guidelines that can help practitioners manage the boundaries of business processes. The authors encourage a focus on business processes occurring at firm boundaries. Furthermore, the authors encourage the development of new capabilities in response to the needs of practitioners to ensure best practices of negotiation.

This study shifts the emphasis of BPM from the boundaries of management to the management of boundaries. By shedding light on new capabilities required, this paper enriches the BPM literature and can assist, on the one hand, in reconfiguring business processes in the new political and technological landscape and, on the other hand, in facilitating effective negotiation.