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This chapter provides novel theory that explicates how positive emotions of four actors (supervisors, employees, peers, and customers) in the service profit chain can foster the creation of positively deviant service businesses. It is suggested to incorporate studies and theories of positive organizational scholarship and particularly studies on positive emotions to the services marketing literature. This chapter elucidates how positively deviant behaviors, such as expressions of appreciation, helping others, gratitude, trustworthiness, and unselfishness, can foster the creation of such positively deviant performances that may generate supreme customer experience. These four positively deviant performances are trust in self and others, feeling of oneness, creativity, and seeing the bigger picture. The suggestion is that these positively deviant performances create climate for positivity in the supplier–customer interaction and foster the co-creation of mutual value in service businesses.

On August 26, 1971, OCLC introduced the online union catalog and shared cataloging system. During the 1970s, OCLC focused its efforts on creating and expanding the online cataloging system and telecommunications network. It added an online interlibrary loan system in 1979. In the 1980s, OCLC began adapting distributed computing and microcomputing technologies as its product and service lines expanded to some 60 offerings. The organization also began looking at ways to move beyond bibliography by furnishing information not only to library staffs, but also to library patrons. In the 1990s, OCLC launched a new core business in reference services. (Smith, 1998, pp. 251–252). Now, in the 21st century, OCLC is introducing tools, services and infrastructure to manage the life cycle of digital content in libraries.

The authors began this review of the research available on the topic of managing corporate libraries with the hypothesis that there has been a lack of funding for such research that in turn has limited its production. After reviewing the relevant research literature produced in the last three decades, however, the assumption of inadequate funding causing a lack of research on this topic could not totally be supported. As we sought to identify what funding was available, the literature suggested additional questions: How or if research on the subject of managing corporate libraries was encouraged and funded and by whom? What type of research would be most useful for corporate library managers? Finally, how research results were disseminated and whether the results had been put to use by practitioners? Here the authors are defining the topic of “managing libraries” in the broadest sense and occasionally delve more specifically into the topic of valuing library services. While we address corporate libraries in particular, most of our findings and commentary can be applied to special libraries in general.

This chapter explores whether and how does the interplay of institutional context and management interventions lead older workers to delay retirement in Germany, the United Kingdom and Hong Kong. The most important factors that influence retirement plans are placed on three analytical levels: the individual, the workplace and the institutional levels. It explores the importance of these factors and their cross-national variation in three different countries, namely Germany, the United Kingdom and Hong Kong. Using three national datasets we explore the relationship between the aforementioned factors via descriptive statistics and linear regression models. Institutional regulations seem to matter for retirement plans. But within countries, plans show varying patterns across social groups (lower educated, financially disadvantaged). The comparative design does not allow analysing specific institutional features directly, but findings are indicative for the fact that individuals take institutional frameworks into account when planning retirement transitions. The findings call for regime-specific solutions and future policies, for example, age-friendly workplace conditions and opportunities for requalification and mobility in Germany, rising retirement ages and greater financial security via more generous universal pension rights in Hong Kong and the United Kingdom.