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A growing movement toward public access to the federal government via the Internet has created increased interest in establishing network communications and information services, especially among national officeholders. However, little empirical study of the use and users of such services exists to guide their efforts This paper reports results of a two‐part study of the use and users of US Representative Sam Coppersmith′s (D – Arizona 1) Gopher and distribution list services during the first quarter of 1994. The first part analyzes Gopher usage data gathered during the study period. The second part detials with a user survey distributed to fifty‐seven Gopher server guest registrants and eighty listserv subscribers just after the end of the study period. The research shows that (1) use of the Gopher subdirectory dwarfs that of the listserv, (2) services like Coppersmith′s should provide basic information, as well as unique and timely information and issue position statements, (3) assessment of such services is methodologically challenging, and (4) Coppersmith′s services are effective information media that promote observability of distant officeholders, a function that helps promote increased participation in government.

The purpose of this paper is to explore the asymmetric cost behaviour in Greek local governments. More precisely, it investigates whether municipality costs show stickiness or anti-stickiness behaviour after increases or decreases in the stream of their revenues.

The Anderson et al.’s (2003) approach is adapted to the public sector environment by using types of expenses and revenues typical to the local government setting. The data sample consists of 1,852 observations of Greek municipalities for the period 2002-2008.

The empirical evidence suggests that local government managers adjust resources related to administrative services faster when revenues decrease than when they rise (anti-stickiness cost behaviour). On the contrary, they adjust costs of service provision which are associated with core activities asymmetrically; more quickly for upward than for downward activity changes (cost stickiness behaviour).

While prior studies examine the sticky cost phenomenon in the private sector, this study explores this phenomenon in the public sector through a data sample of municipalities. Local governments constitute an appealing and unique setting for the examination of asymmetric cost behaviour due to the existence of a strong political influence, which appears to affect rational economic decision making, and their non-profit character, which prevents them from acting in a business-like manner.

Understanding how cost stickiness works inside local understanding how cost stickiness works inside local governments, could lead to an understanding of its implications in periods of cutback measures. Decreases in municipalities’ subsidies and grants as a result of cutbacks in central government expenditures should not be expected to automatically result in symmetric savings in expenditures as corresponding increases in expenditures when revenues used to grow. At the same time, it might be difficult to achieve balanced budgets in municipalities when there is a considerable decrease in revenues, without having to make considerable adjustments to the input values, the output and the mix of services offered by them.

This study contributes to the accounting literature by expanding the understanding of how deliberate decisions influence the asymmetric cost behaviour in local governments, to different cost categories (administrative expenses and cost of service provision) and different revenue categories (grants, tax revenues and revenues from sales of goods and services).

This paper's aim is to provide a conceptual framework explaining drivers of service brand equity. It refers to the trade show industry as an example for an international, highly competitive environment, where service providers face the challenge to differentiate themselves from competing brands. Based on a comprehensive literature review, the paper develops a conceptual model of service brand equity. The paper concludes with directions for further research and managerial implications.

The paper is a conceptual work, which derives research propositions from an extended literature review.

It is proposed that a service provider's competence relates positively to a service customer's purchasing value which, in turn, leads to customer service satisfaction and service brand equity. The paper further posits that the provider's service concept, service processes, and service system are constituents of service competence, thus representing crucial determinants of service brand equity.

The research has limitations that are due to the exploratory nature of the work. The paper suggests opportunities for further research, particularly an empirical test of the model in various B2B service industries.

The paper suggests that the value attendees derive from using trade show services is strongly related to the support they receive in establishing and nurturing customer relationships or in engaging in market and competitor analysis. Considering service brand equity, trade show organizations should therefore develop innovative concepts for trade shows that accommodate their clients' needs, including an appropriate physical environment, customer‐oriented service processes, and high‐quality interactions between service employees and customers.

The paper sheds light on a phenomenon that, despite its increasing acceptance among practitioners, remains unexplored by marketing research. By providing a better understanding of B2B service brand equity in a trade show context, the paper enriches research on trade fair issues.

The purpose of this paper is to analyse why certain construction contractors engage as facilities management (FM) service providers.

Against a background of theories of vertical integration, information asymmetries and service innovation, a questionnaire survey of the 50 largest construction contractors in Sweden has been conducted.

Of 44 respondents, eight were engaged in FM, and these differed by being more diversified both into a broader range of services and also upstream from traditional construction. Those engaged in FM were more innovative in general, and they tended to have employees with a high level of formal education.

The Swedish situation may differ from that in other countries. Competence‐based views of service innovation are supported by patterns identified in the survey data.

Construction contractors entering the FM supply market need to develop a competence strategy that transforms a project view into a broader understanding of support services, continuously delivered.

This is the first study of any national market for the purpose of determining characteristics of construction contractors who integrate into FM.

The purpose of this paper is to formally verify the composition of web services to reduce inconsistencies in software architectures.

In order to check the web services composition, the authors use a model‐driven engineering (MDE)‐based approach and to achieve the formalization of web service composition in ACME and check the consistency of this composition, the authors introduce the pattern mediation to formalize web services composition with the ADL ACME, using the concept of architectural style of ACME. Subsequently, a scenario shows how this style can be used in ACMEStudio to detect inconsistencies. The example shows a web travel organization application.

The authors ensure reliability defined through non‐functional properties. To do so, use ACME was used to check assembling consistency of web service composition. In a second part, a SWC2ACME tool was designed and implemented to check if the web services meta‐model conforms to ACME model.

The paper describes a framework which has proven to be useful to ensure a safe design and execution of software architectures, specifically web services composition.

A key concern in debates about local government structure has centred around the competing claims for democracy, usually seen to require small units based on recognised communities of interest, and those of administrative efficiency or the instrumental requirements of the centre, usually seen to require larger units which can encompass socio‐geographical change and the functional requirements of large‐scale welfare provision. Britain provides perhaps the best example of this issue being settled in favour of the latter claim with structure being designed to reflect changing patterns of economic interaction between people and the technical requirements of service delivery. Although the various recommended changes in structure have recognised the importance of a sense of community to local government the dominant considerations have been those of economic rationality and the scale required for the delivery of services. Thus local government structure has been determined by functional requirement, with the economic welfare of communities being equated to total welfare. The adoption of a postmodernist stance however, provides the opportunity to reintroduce the concept of spiritual community and for claiming that the maximisation of economic welfare is not necessarily the same as the maximisation of total welfare. Postmodernist arguments are used in this paper to suggest local government structures which contain units of varying sizes. To define community in terms of welfare maximisation in this way would allow the combination of economic, social, physiological and psychological welfare. It is argued that such a definition would help the development of a local government structure which is not purely instrumental but which also promotes ownership and involvement. This approach is equally applicable not only where an instrumental attitude has prevailed, but also allows for the potential to re‐define “traditional” community bases for Local Government.

The purpose of this article is to provide executives and other organizational leaders with a six‐stage organizational life cycle and its components at each stage.

This article uses the case study method to show the impact of the organizational life cycle on the founder of a nonprofit organization who over time lost the drive and desire to remain competitive.

Founders and organizational leaders who fail to understand the consequences of not remaining vigilant will cause their organizations to suffer the consequences.

Leaders will learn about the issues associated with an organization's life cycle, and will be shown strategies that can be implemented in order to deal with these issues.

This article informs leaders about the importance of learning the steps in the organizational life cycle to help them avoid failure.

Examines the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Based on data gathered from customers of two major banks, overall results support a multidimensional construct of service quality and suggest that the SERVQUAL scale provides greater diagnostic information than the SERVPERF scale. However, the five‐factor conceptualization of SERVQUAL does not seem to be totally applicable, and no significant difference was found in the predictive ability of the two measures. Further, although SERVQUAL and SERVPERF have identical convergent validity, SERVPERF appears to have higher discriminant validity than SERVQUAL.

The purpose of this paper is to explore how actors take on and ascribe the role of accountor and constituent in the process of giving and demanding of reasons for organisational conduct.

The on-going interactions in supervision meetings between the supplier of outsourced elderly care in Sweden and a local government administration were examined through a longitudinal study.

The paper proposes the concept of role attribution to characterise a strategy for handling complexity in public sector accountability processes. This complements previous research, which has described three main strategies for handling competing accountability demands: decoupling, structural differentiation and compromising. Role attribution was found to involve the supplier and purchaser of public services pursuing a specific resolution to an accountability demand by positioning themselves as jointly aligned with certain prospective constituents in the environment. Thus, while inter-organisational relationships can be a source of complexity for accountors, as already documented in prior research, the findings of this paper show ways in which the dynamic and situation-specific accountor and constituent roles can serve as a resource. The two organisations moved back and forth between cooperating to handle accountability demands from actors in the environment and assuming different accountor and constituent roles within their relationship.

The paper discusses the need to move beyond the taken-for-granted roles of accountor and constituent in analysing outsourced public service relationships. Specifically, the findings suggest that researchers interested in public sector accountability processes would benefit from designing their studies in ways that makes it possible to observe and theorise dynamic and situation-specific accountor and constituent roles.

The studied supervision meetings served as an arena where on-going accountability issues played out and were mediated through role attribution. Seemingly, there are possibilities to complement formal role descriptions and contracts with systematic processes for addressing on-going operational accountability issues within and beyond individual, formalised accountor–constituent relationships. From a societal perspective, it might be relevant to mandate more systematic procedural structures to support on-going accountability processes, for example, the creation and maintenance of interactive inter-organisational forums which can serve as a mechanism for systematic, yet situation-specific, handling of operational and strategic issues. At an organisational level, this paper shows a need that such forums merit on-going managerial attention and conscious staffing to secure both competence and stability.

The authors find a dynamic and situation-specific attribution of accountor and constituent roles, in contrast to prior research’s routine consideration of these roles as being predetermined by existing relationships of hierarchy and influence.

The purpose of this paper is to increase the understanding of customer share of wallet (SoW) based on research in customer characteristics and the retail service quality model. Specifically, this study adopts an asymmetrical modelling approach to provide insights into the necessary and sufficient conditions leading to increased customer SoW in the context of neighbourhood shops in Southern Africa.

This study uses fuzzy-set qualitative comparative analysis to analyse survey data collected from 523 current customers of the shops.

This study reveals that large household size and low income are necessary conditions for increased SoW. It also reveals five unique customer profiles, or casual recipes, associated with increased customer SoW. More generally, this study demonstrates that service quality constituents (personal interaction, reliability, policy and physical aspects of the shop) and customer characteristics, namely, relationship duration, household size, gender and income-level act in combination to lead to customer SoW.

This study illustrates how service quality constituents and customer characteristics compete and/or complement each other in relation to increased customer SoW. To the best of the author’s knowledge, this is the first study to provide evidence on the necessary conditions for increased SoW, especially in the neighbourhood shop context of a developing economy. Value-wise, this paper provides a more nuanced perspective to understanding how unique customer profiles are associated with increased SoW.