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The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.

The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155 articles. To ensure inclusion of high-quality research, the authors screened articles from 139 journals with “4” or “4*” ratings on the 2021 Chartered Association of Business Schools (ABS) journal list, in addition to articles published in three service sector-specific journals: Journal of Service Management, Journal of Services Marketing and Journal of Service Theory and Practice.

The authors' co-citation analysis identified four distinct clusters within the dyadic service encounter literature: (1) shaping and explaining service encounters; (2) emotions in service work; (3) modeling, manipulating and measuring encounter service quality and (4) emotional labor and regulation in dyadic service encounters. Furthermore, the authors' bibliographic coupling analysis generated three research clusters: (1) service encounter characteristics; (2) emotions and emotional labor and (3) service encounter interaction content.

The authors' comprehensive review synthesizes knowledge, summarizing similarities among research clusters within the service encounter realm. Noteworthy are research clusters that clarify the emotion-based underpinnings and reciprocal nature of behaviors and emotions within dyadic encounters. By conducting complementary bibliometric analyses, the authors trace the evolution of the service encounter literature, providing an overview of the present state of dyadic service encounter research. These analyses offer valuable insights into the current landscape of the field, identifying future dyadic service encounter research opportunities.

Three decades ago, the National Audit Office (NAO) in the UK acquired the powers to evaluate the extent that the British Administration was managed with economy, efficiency and effectiveness. The NAO has since adopted a dual mission: to help Parliament hold government to account and to improve public service. This study aims to investigate value-for-money (VFM) auditors’ internalisation of a dual organisational identity: “obstructive” actions as representatives of a Supreme Audit Institution (SAI) and “enabling good practice”, induced by a will stated in the mission that the NAO authorities have adopted.

The organisational identity held and promoted by VFM auditors working at the NAO was explored in this research project. The authors specifically examined the understanding of those who claim to be serving both Parliament and organisations audited in their quest for performance improvement. The authors prompted the auditors to explain how they manage to reconcile these seemingly incompatible roles, namely, that of guardians and watchdogs who must publicly report gaps noted and that of assistants in government’s learning process. To this end, the authors conducted a field study at the NAO in September 2012 during which 21 auditors were interviewed individually and as part of two discussion groups.

The findings indicate that the auditors interviewed do not perceive a dichotomy in NAO’s double mission, which they believe to be congruent with their audience’s expectations. They draw meaning and usefulness from their role of monitoring the Administration if they believe they have contributed to improve public affairs management. In their view, the singular role of guardian no longer suffices. The authors conclude that VFM auditors’ recently acquired identity of “moderniser” reflects a self-efficacy expectation that prevents them from recognising the apparent paradox within their dual identity and that lets them fantasise about their real influence on the Administration.

Admittedly, the limited number of auditors interviewed and who took part in discussion groups is not conducive to generalisation of the conclusions to all auditors in the NAO or to other SAIs. However, although modest in number, the auditor respondents have accumulated many years of VFM audit practice and have contributed to the production of many reports. The respondents could therefore rightfully speak of their work as VFM auditors and as representatives of an institution such as the NAO.

This study contributes to the debates about the place and role of SAIs in the control environment of Administrations. By soliciting testimonials from the actors working within the NAO, the authors could thus question certain a priori assumptions held by stakeholders in the political and administrative world for whom auditors are mere “watchdogs” of Administrations, and nothing more.

The dual mission that the NAO has adopted (similar to many other SAIs) has been formally and publicly stated. It was therefore worth investigating how experienced auditors such as those interviewed had internalised this mission. The authors argue that this dual mission, perhaps inspired by the managerialist culture that has shaped changes to the British Administration (and many other occidental Administrations) since the early 1980s and that is seemingly encouraged by Government, twists the legislator’s intentions, which are to consider SAIs’ auditors as guardians and watchdogs of Administrations, not as agents of change and improvement.

Since 1990, the number of empirical and applied research dealing with employee empowerment has proliferated. This article will examine four dimensions of power: various resources to influence the outcome of decision‐making; controlling access to those processes; through hegemonic process to legitimize power through culture and norms; and determining the limits of power. A critical perspective from other behavioral sciences will present various designs. Foucauldian Theory will challenge the devolution of power via prior research attempts. Contemporary research on organization culture and structure will be examined via the validation of six hypotheses. Organizational characteristics facilitating empowerment such as vision, openness and teamwork, discipline and control, support and security will be discussed, along with the impact of leadership on an empowered workforce. Psychological dimensions of empowerment: choice, competence, meaningfulness and progress are examined in addition to trust issues. Some conclusions and recommendations will integrate the diverse theories.

This paper aims to explore a paradoxical situation, asking whether it is possible to reconcile the immutable ledger known as blockchain with the requirements of the General Data Protection Regulations (GDPR), and more broadly privacy and data protection.

This paper combines doctrinal legal research examining the GDPR’s application and scope with case studies examining blockchain solutions from an archival theoretic perspective to answer several questions, including: What risks are blockchain solutions said to impose (or mitigate) for organizations dealing with data that is subject to the GDPR? What are the relationships between the GDPR principles and the principles of archival theory? How can these two sets of principles be aligned within a particular blockchain solution? How can archival principles be applied to blockchain solutions so that they support GDPR compliance?

This work will offer an initial exploration of the strengths and weaknesses of blockchain solutions for GDPR compliant information governance. It will present the disjunctures between GDPR requirements and some current blockchain solution designs and implementations, as well as discussing how solutions may be designed and implemented to support compliance. Immutability of information recorded on a blockchain is a differentiating positive feature of blockchain technology from the perspective of trusted exchanges of value (e.g. cryptocurrencies) but potentially places organizations at risk of non-compliance with GDPR if personally identifiable information cannot be removed. This work will aid understanding of how blockchain solutions should be designed to ensure compliance with GDPR, which could have significant practical implications for organizations looking to leverage the strengths of blockchain technology to meet their needs and strategic goals.

Some aspects of the social layer of blockchain solutions, such as law and business procedures, are also well understood. Much less well understood is the data layer, and how it serves as an interface between the social and the technical in a sociotechnical system like blockchain. In addition to a need for more research about the data/records layer of blockchains and compliance, there is a need for more information governance professionals who can provide input on this layer, both to their organizations and other stakeholders.

Managing personal data will continue to be one of the most challenging, fraught issues for information governance moving forward; given the fairly broad scope of the GDPR, many organizations, including those outside of the EU, will have to manage personal data in compliance with the GDPR. Blockchain technology could play an important role in ensuring organizations have easily auditable, tamper-resistant, tamper-evident records to meet broader organizational needs and to comply with the GDPR.

Because the GDPR professes to be technology-neutral, understanding its application to novel technologies such as blockchain provides an important window into the broader context of compliance in evolving information governance spaces.

The specific question of how GDPR will apply to blockchain information governance solutions is almost entirely novel. It has significance to the design and implementation of blockchain solutions for recordkeeping. It also provides insight into how well “technology-neutral” laws and regulations actually work when confronted with novel technologies and applications. This research will build upon significant bodies of work in both law and archival science to further understand information governance and compliance as we are shifting into the new GDPR world.

Integrated care models have shown to deliver efficient healthcare, but implementation has proven to be difficult. The Support Consultation is an integrated care model, which enables full integration by bundled payment, insurer involvement, predefined care pathways and strengthening of primary care. The purpose of this paper is to provide an indication of the improvements in healthcare delivery after implementation of this proposed model and to create a base for extension to similar interfaces between primary and secondary care.

A retrospective study was used to compare the effect on the number of referred patients with non-acute cardiac complaints and the cost effectiveness before and after implementation of the Support Consultation. Patients who previously would have been referred to the cardiologist were now discussed between general practitioner and cardiologist in a primary care setting.

The first consecutive 100 patients (age 55±16 years, male 48 percent), discussed in the Support Consultation, were analyzed. Implementation of the Support Consultation resulted in a net costs (program costs and referral costs) reduction of 61 percent compared with usual care. All involved parties were positive about the program.

The Support Consultation has the ability to provide more effective healthcare delivery and to reduce net costs. The setting of the current study can be used as example for other specialties in countries with a similar healthcare system.

This study provides the potential cost savings after implementation of an integrated care model, based on real-life data.

This paper considers how archival accounting records may support truth-telling about past atrocities during Australia's frontier wars.

The study examines two colonial accounting records – military muster payrolls and the ledger statements of a local tax fund – used during the British's punitive expeditions against the Aboriginal peoples of Sydney in 1816.

The accounting records reveal new information about the full scale of the campaign, the degree to which the violence was formally endorsed and acts of Aboriginal resistance. However, much of the human toll of the campaign remains obscured by the highly structured, monetary lens of financial records authored and archived by the British colonial regime.

Australia's First Nations have called for greater truth-telling about the frontier wars to enable meaningful reconciliation and political recognition of Indigenous sovereignty. This study highlights the potential role of accounting records as a resource for contemporary truth-telling processes.

The study contributes to the literature about the dark history of accounting by explicating genre features in the content, form and context of archival accounting records, which can both render past atrocities more visible as well as perpetrate invisibilities, ambiguities and silences.