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Purpose: To outline recent developments in digital service delivery in order to encourage researchers to pursue collaborations with computer science, operations research, and data science colleagues and to show how such collaborations can expand the scope of research on emotion in service delivery.

Design/methodology/approach: Uses archived resources available at http://LivePerson.com to extract data based in genuine service conversations between agents and customers. We refer to these as “digital traces” and analyze them using computational science models.

Findings: Although we do not test significance or causality, the data presented in this chapter provide a unique lens into the dynamics of emotions in service; results that are not obtainable using traditional research methods.

Research limitations/implications: This is a descriptive study where findings unravel new dynamics that should be followed up with more research, both research using traditional experimental methods, and digital traces research that allows inferences of causality.

Practical implications: The digital data and newly developed tools for sentiment analyses allow exploration of emotions in large samples of genuine customer service interactions. The research provides objective, unobtrusive views of customer emotions that draw directly from customer expressions, with no self-report intervention and biases.

Originality/value: This is the first objective and detailed depiction of the actual emotional encounters that customers express, and the first to analyze in detail the nature and content of customer service work.

The bankruptcy of Enron in December 2001 marked the beginning of broad awareness that American corporations had left behind the strategy of expanding through diversification that was the hallmark of the 1950s through the early 1980s. CEOs now made it job one to meet the earnings projections of securities analysts, such that by the year 2000 they were, in record numbers, “restating earnings” – admitting that they had cooked the books. Accounting shenanigans were the tip of the iceberg, and what lay under the water was a new approach to running the corporation to produce numbers that analysts and institutional investors would like. Three groups that stood to benefit from the new strategy spun it to investors as in the interest of all. Managers of hostile takeover firms defined their business as setting firms on the path to performing for shareholders. Institutional investors defined earnings management, rather than acquisitions management, as increasing shareholder value and focused management attention on earnings by popularizing stock options. Securities analysts hawked their own profit projections as the reigning metric of corporate performance, and favored easy-to-analyze single-industry firms through “buy” recommendations. These three groups changed the incentives executives faced, making accounting shenanigans in the pursuit of earnings management widely popular and enriching institutional investors, analysts, and executives in the process. Regulatory changes to end malfeasance have made it marginally more difficult to perform illegal accounting practices, but they have not changed the core corporate strategy that has emerged since the early 1980s. The changes illuminate the rise of groups of business professionals in the power structure, for it was not investors but different groups of business professionals who won the day. The changes illuminate, as well, the role of the social construction of interest in power relations among groups – it was by convincing executives and shareholders that a new corporate strategy was in their own interest, which these business professionals succeeded.

The authors provide the reader with a simple introduction to credit derivatives. The article includes a broad overview of the market, estimates of the global market size, and a description of the most widely used products.

Technological innovation is needed to shift from fossil fuels to renewable energy, recycling and redesigning industrial processes. More fundamental strategy levels need re‐examining: policy models, assumptions, institutional inertia and cultural values fueling today's drive toward increasing unsustainability. This study seeks to examine this issue

Reviews the current scientific debate about the unwarranted predominance of economics in public and private decision making; whether economics is a science or a profession and the demands by mathematicians, physicists and other scientists that the Bank of Sweden Prize in Economics be de‐linked from the original Nobel prizes.

Conventional economic models still drive such unsustainability: the malfunctioning “source codes” replicating traditional industrialism world‐wide. Scientific research on the human brain and ecosystems now refutes most of economics' core tenets. Multi‐disciplinary policies and appropriate metrics beyond money coefficients are needed for steering societies toward sustainability and quality of life.

Strengthens the case for strategies for global sustainability to address current economic models that are driving today's unsustainable forms of globalization.

Long established and revisionist approaches to European state formation are put to one side in this article and a turn to the imperial domains of early modern states is made. The rise of Atlantic Studies as a new current of history has drawn attention to transatlantic patterns of colonialism. However, historical sociologists and comparativists have yet to grapple with the conclusions of this field of research. This article points to a possible line of argument that could draw historical sociology and Atlantic Studies together. It takes up the argument that early modern polities broke new ground in the formation of territorial institutions when they turned to transcontinental state building. From their inception, the projects of empire produced conflict-driven institutions. Comparative examination of the Spanish, British, Dutch, French and Portuguese empires reveals that, despite the authority accorded to overarching institutions of imperial government, domestic and colonial patterns of institutional formation diverged considerably. The article explores how developments in European territories took one course in each case, while colonial trajectories in the Americas took others and thereby generated distinct kinds of conflict.

Rebecca Gasior Altman is a graduate student in the Department of Sociology at Brown University. Her focus is on medical sociology, environmental sociology, organizational theory, and social movement theory. Her current research projects analyze narratives about community toxics activism, environmental advocacy support organizations, and medical waste.Phil Brown is Professor of Sociology and Environmental Studies at Brown University. He is currently examining disputes over environmental factors in asthma, breast cancer, and Gulf War-related illnesses, as well as toxics reduction and precautionary principle approaches that can help avoid toxic exposures. He is the author of No Safe Place: Toxic Waste, Leukemia, and Community Action (Phil Brown & Edwin Mikkelsen), co-editor of a collection, Illness and the Environment: A Reader in Contested Medicine, and editor of Perspectives in Medical Sociology.Daniel M. Cress is Associate Professor of Sociology in the Department of Behavioral and Social Sciences at Western State College of Colorado. His research and teaching interests include social movements – particularly among poor and marginalized groups, environmental sociology, and globalization. His published work has focused on protest activity by homeless people.Jennifer Earl is an Assistant Professor of Sociology at the University of California, Santa Barbara. Her research areas include social movements and the sociology of law, with research emphases on the social control of protest, social movement outcomes, Internet contention, and legal change. Her published work has appeared in a number of journals, including the American Sociological Review, Sociological Theory, and the Journal of Historical Sociology.Myra Marx Ferree is professor of Sociology at the University of Wisconsin-Madison. Her work on social movements has focused on women’s mobilizations and organizations in Germany, the U.S., and transnationally, most recently looking at interactions between American and Russian feminists (Signs, 2001), German and American abortion discourses and the definition of radicalism (AJS, 2003), and the European Women’s Lobby in relation to transnational women’s organizations on the web (Social Politics, 2004).Joshua Gamson is Associate Professor of Sociology at the University of San Francisco. He is author of Freaks Talk Back: Tabloid Talk Shows and Sexual Nonconformity (Chicago, 1998), Claims to Fame: Celebrity in Contemporary America (California, 1994), and numerous articles on social movements, gay and lesbian politics, popular culture and media. He is currently working on a biography of the disco star Sylvester.Teresa Ghilarducci is Associate Professor of Economics and Director of the Higgins Labor Research Center at the University of Notre Dame. She is author of Labor’s Capital: The Economics and Politics of Private Pensions (MIT Press) and Portable Pension Plans for Casual Labor Markets: Lessons from the Operating Engineers Central Pension Fund (with Garth Mangum, Jeffrey S. Petersen & Peter Philips). She is a former Board of Trustees member of the Indiana Public Employees Retirement Fund, a former advisory board member for the Pension Benefit Guaranty Corporation, and a Fellow of the National Academy of Social Insurance.Brian Mayer is a doctoral student in the Sociology Department at Brown University. His interests include environmental and medical sociology, as well as science and technology studies. His recent projects include an investigation of the growth of the precautionary principle as a new paradigm among environmental organizations and a study of social movements addressing environmental health issues.Sabrina McCormick is a doctoral student in the Department of Sociology at Brown University. She is a Henry Luce Foundation Fellow through the Watson Institute of International Studies. Her main interests are environmental sociology, medical sociology, and the politics of development. As a Luce Fellow, she is engaged in comparing environmentally-based movements in the U.S. and Brazil. Additional special interests include the social contestation of environmental illness, the insertion of lay knowledge into expert systems, and the role of social movements in these struggles. She has recent publications by Ms. Magazine and The National Women’s Health Network related to these areas.Rachel Morello-Frosch is an assistant professor at the Center for Environmental Studies and the Department of Community Health, School of Medicine at Brown University. As an environmental health scientist and epidemiologist, her research examines race and class determinants of the distribution of health risks associated with air pollution among diverse communities in the United States. Her current work focuses on: comparative risk assessment and environmental justice, developing models for community-based environmental health research, children’s environmental health, and the intersection between economic restructuring and environmental health. Her work has appeared in Environmental Health Perspectives, Risk Analysis, International Journal of Health Services, Urban Affairs Review, Annals of the American Academy of Political and Social Sciences, and Environment and Planning C. She also sits on the scientific advisory board of Breast Cancer Action in San Francisco.Daniel J. Myers is Associate Professor, Chair of Sociology, and Fellow of the Kroc Institute for International Peace Studies at the University of Notre Dame. He has published work on collective violence, racial conflict, formal models of collective action, urban poverty, and the diffusion of social behavior in the American Sociological Review, American Journal of Sociology, Journal of Conflict Resolution, and Mobilization. He is also author of Toward a More Perfect Union: The Governance of Metropolitan America and The Future of Urban Poverty (both with Ralph Conant), and Social Psychology (5th edition) with Andy Michener and John Delamater. He is currently conducting a National Science Foundation-funded project examining the structural conditions, diffusion patterns, and media coverage related to U.S. racial rioting in the 1960s.Sharon Erickson Nepstad is Assistant Professor of Sociology at Duquesne University and the author of Convictions of the Soul: Religion, Culture, and Agency in the Central America Solidarity Movement (Oxford University Press, 2004).Francesca Polletta is Associate Professor of Sociology at Columbia University. She is the author of Freedom Is an Endless Meeting: Democracy in American Social Movements (University of Chicago, 2002) and editor, with Jeff Goodwin and James M. Jasper, of Passionate Politics: Emotions and Social Movements (University of Chicago, 2001). She has published articles on culture, collective identity, emotions, law, and narrative in social movements, and on the civil rights, women’s liberation, new left, and contemporary anti-corporate globalization movements.Nicole C. Raeburn is Assistant Professor and Chair of Sociology at the University of San Francisco. She is the author of the book, Changing Corporate America from Inside Out: Lesbian and Gay Workplace Rights (University of Minnesota Press, 2004). Her new research project compares the adoption of gay-inclusive workplace policies in the corporate, educational, and government sectors.Leila J. Rupp is Professor and Chair of Women’s Studies at the University of California, Santa Barbara. A historian by training, her teaching and research focus on sexuality and women’s movements. She is coauthor with Verta Taylor of Drag Queens at the 801 Cabaret (2003) and Survival in the Doldrums: The American Women’s Rights Movement, 1945 to the 1960s (1987) and author of A Desired Past: A Short History of Same-Sex Sexuality in America (1999), Worlds of Women: The Making of an International Women’s Movement (1997), and Mobilizing Women for War: German and American Propaganda, 1939–1945 (1978). She is also editor of the Journal of Women’s History.David A. Snow is Professor of Sociology at the University of California, Irvine. He taught previously at the universities of Arizona and Texas. He has authored numerous articles and chapters on homelessness, collective action and social movements, religious conversion, self and identity, framing processes, symbolic interactionism, and qualitative field methods; and has authored a number of books as well, including Down on Their Luck: A Study of Homeless Street People (with Leon Anderson), Shakubuku: A Study of the Nichiren Shoshu Buddhist Movement in America, 1960–1975, and The Blackwell Companion to Social Movements (edited with Sarah Soule & Hanspeter Kriesi). His most current research project involves an NSF-funded interdisciplinary, comparative study of homelessness in four global cities (Los Angeles, Paris, São Paulo, and Tokyo).Sarah A. Soule is an Associate Professor of Sociology at the University of Arizona. Her research examines U.S. state policy change and diffusion and the role social movements have on these processes. Current projects include the NSF-funded “Dynamics and Diffusion of Collective Protest in the U.S.” from which data for this paper come; an analysis of state-level contraception and abortion laws; an analysis of state ratification of the Equal Rights Amendment; and an analysis of state-level same-sex marriage bans. She has recently completed an edited volume, The Blackwell Companion to Social Movements, with David Snow and Hanspeter Kreisi.Verta A. Taylor is Professor of Sociology at the University of California, Santa Barbara. She is coauthor with Leila J. Rupp of Drag Queens at the 801 Cabaret (University of Chicago Press) and Survival in the Doldrums : The American Women’s Rights Movement, 1945 to the 1960s (Oxford University Press); co-editor with Laurel Richardson and Nancy Whittier of Feminist Frontiers VI (McGraw-Hill); and author of Rock-a-by Baby: Feminism, Self-Help and Postpartum Depression (Routledge). Her articles on the women’s movement, the gay and lesbian movement, and social movement theory have appeared in journals, such as The American Sociological Review, Signs, Social Problems, Mobilization, Gender & Society, Qualitative Sociology, Journal of Women’s History, and Journal of Homosexuality.Nella Van Dyke is currently an Assistant Professor in the Sociology Department at Washington State University. Her research focuses on the dynamics of student protest, social movement coalitions, hate crimes, and the factors influencing right-wing mobilization. Her recent publications include articles in Social Problems and Research in Political Sociology. She is currently conducting research on the AFL-CIO’s Union Summer student internship program and its influence on student protest, how the tactics of protest change over time, and how movement opponents influence the collective identity of gay and lesbian movement organizations.Stephen Zavestoski is an Assistant Professor of Sociology at the University of San Francisco. His current research examines the role of science in disputes over the environmental causes of unexplained illnesses, the use of the Internet as a tool for enhancing public participation in federal environmental rulemaking, and citizen responses to community contamination. His work appears in journals such as Science, Technology & Human Values, Journal of Health and Social Behavior, Sociology of Health and Illness, and in the book Sustainable Consumption: Conceptual Issues and Policy Problems.

This paper analyses English Premier League (EPL) and English Football League (EFL) championship clubs during the period 2002–2019 to anticipate financial distress with specific reference to footballs' Financial Fair Play (FFP) regulations.

Data was collected for 43 professional football clubs competing in the EPL and Championship for the financial year ends 2002–2019. Analysis was conducted using the Z-score methodology and additional statistical tests were conducted to measure differences between groups. Data was split into two distinct periods to analyse club finances pre- and post-FFP.

The results show significant cases of financial distress amongst clubs in both divisions and that Championship clubs are in significantly poorer financial health than EPL clubs. In some cases, financially sustainability has worsened post-FFP. The “big 6” clubs – due to their size – seem to be more financially sound than the rest of the EPL, thus preventing a “too big to fail” effect. Overall, the financial situation in English football remains poor, a position that could be exacerbated by the economic crisis, caused by COVID-19.

The findings are not generalisable outside of the English football industry and the data is susceptible to usual accounting techniques and treatments.

The paper recommends a re-distribution of broadcasting rights, on a more equal basis and incentivised with cost-reduction targets. The implementation of a hard salary cap at league level is also recommended to control costs. Furthermore, FFP regulations should be re-visited to deliver the original objectives of bringing about financial sustainability in European football.

The paper extends the evidence base of measuring financial distress in professional team sports and is also the first paper of its kind to examine this in relation to Championship clubs.

Financial distress is a socially and economically important problem that affects companies the world over. Having the power to better understand – and hence aid businesses from failing, has the potential to save not only the company, but also potentially prevent economies from sustained downturn. Although Islamic banks constitute a fraction of total banking assets, their importance have been substantially increasing, as their asset growth rate has surpassed that of conventional banks in recent years. The paper aims to discuss these issues.

This paper uses a data set comprising 101 international publicly listed Islamic banks to work on advancing financial distress prediction (FDP) by utilising cutting-edge stochastic models, namely decision trees, stochastic gradient boosting and random forests. The most important variables pertaining to forecasting corporate failure are determined from an initial set of 18 variables.

The results indicate that the “Working Capital/Total Assets” ratio is the most crucial variable relating to forecasting financial distress using both the traditional “Altman Z-Score” and the “Altman Z-Score for Service Firms” methods. However, using the “Standardised Profits” method, the “Return on Revenue” ratio was found to be the most important variable. This provides empirical evidence to support the recommendations made by Basel Accords for assessing a bank’s capital risks, specifically in relation to the application to Islamic banking.

These findings provide a valuable addition to the limited literature surrounding Islamic banking in general, and FDP pertaining to Islamic banking in particular, by showcasing the most pertinent variables in forecasting financial distress so that appropriate proactive actions can be taken.