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Since the outbreak of the Covid-19 pandemic, many restaurants and catering businesses have introduced or improved online food ordering and delivery services (OFODSs). This study aims to identify service quality expectations about OFODSs, to examine their content and to suggest management strategies to meet these expectations.

Adopting a qualitative method, four focus groups were conducted amongst Italian users of OFODSs.

The results reveal three dimensions of expectations, each comprising two categories that can be set along a continuum: (1) basicness of expectations (ranging from implicit to explicit), (2) accuracy of expectations (ranging from fuzzy to precise) and (3) attainability of expectations (ranging from realistic to unrealistic). Content may refer to technical, social, economic, legal and technological aspects. To meet customer expectations, the following strategies are suggested: customer reassurance, flexibility, continuous improvement, customer education, adaptation to customers' requirements and monitoring of exceptions.

This study provides specific activities in which restaurants and catering businesses could invest to enact the management strategies that emerged from the analysis.

This paper proposes a new classification of expectations and framework for improving OFODS quality by managing customer expectations.

Lean distributed manufacturing (LDM) is being considered as an enabler of achieving sustainability and resilience in manufacturing and supply chain operations. The purpose of this paper is to enhance the understanding of how LDM characteristics affect the resilience of manufacturing companies by drawing upon the experience of food manufacturing companies operating in the UK.

The paper develops a conceptual model to analyse the impact of LDM on the operational resilience of food manufacturing companies. A triangulation research methodology (secondary data analysis, field observations and structured interviews) is used in this study. In a first step, LDM enablers and resilience elements are identified from literature. In a second step, empirical evidence is collected from six food sub-sectors aimed at identifying LDM enablers being practised in companies.

The analysis reveals that LDM enablers can improve the resilience capabilities of manufacturing companies at different stages of resilience action cycle, whereas the application status of different LDM enablers varies in food manufacturing companies. The findings include the development of a conceptual model (based on literature) and a relationship matrix between LDM enablers and resilience elements.

The developed relationship matrix is helpful for food manufacturing companies to assess their resilience capability in terms of LDM characteristics and then formulate action plans to incorporate relevant LDM enablers to enhance operational resilience.

Based on the literature review, no studies exist that investigate the effects of LDM on factory’s resilience, despite many research studies suggesting distributed manufacturing as an enabler of sustainability and resilience.

The purpose of this paper is to present a conceptual framework based on an understanding of the principles of popular mobile-enabled games, indicating how organisations in the tourism sector could meet the needs of Millennials and Generation Z through engaging with the existing gamified location-based practice of geocaching as an information and communication technology enabled gamified enhancement to the destination experience.

As a primarily conceptual paper, the authors take an inductive qualitative approach to theory building based on the understanding of an existing practice (geocaching) that is undertaken among a community of practitioners (geocachers), which results in the presentation of a conceptual framework, which is the theory itself that the authors have constructed from the understanding of what is going on and which principles can then be applied across other tourism practices.

Findings indicate that through engaging with geocaching, smaller entrepreneurial businesses even in non-urban destinations that fall outside of the remit of smart city developments, and in tourism destinations on the less technologically enabled or resource-rich side of the digital divide, can reap the benefits associated with employing the principles and practices associated with smart tourism to meet the needs of this new generation of tourism consumers who seek richer digital and often gamified tourism experiences.

This paper fills a gap in the literature regarding the way many different types of tourism destinations could meet the needs of Millennials and Generation Z tourists.

This study aims to systematically review the existing literature and develop an understanding of work-life balance (WLB) and its relationship with other forms of work-related behavior and unearth research gaps to recommend future research possibilities and priorities.

The current study attempts to make a detailed survey of the research work done by the pioneers in the domain WLB and its related aspects. A total of 99 research work has been included in this systematic review. The research works have been classified based on the year of publication, geographical distribution, the methodology used and the sector. The various concepts and components that have made significant contributions, factors that influence WLB, importance and implications are discussed.

The paper points to the research gaps and scope for future research in the area of WLB.

The current study uncovered the research gaps regarding the systematic review and classifications based on demography, year of publication, the research method used and sector being studied.

The purpose of this paper is to investigate how new technology-based firms (NTBFs) overcome established notions of scale and scope through business model innovation, leveraging the value from digitalization.

The study adopts an exploratory research design, drawing on a novel data set of 50 publicly available interviews with vertical farming (VF) industry leaders and insiders who represent 36 different organizations from North America and Europe.

The study develops a framework showing how NTBFs leverage the value from digitalization via a paradoxical approach combining both efficiency and novelty value drivers.

The study extends current theorizing on the desirability of a combined business model approach leveraging both efficiency and novelty from digitalization. Furthermore, the study is among the first to investigate the unique and highly technological context of VF.

The purpose of this paper is to investigate empirically how information and communication technologies (ICT) can contribute to reduction of CO₂ emissions in road freight transport and to identify opportunities for further improvements.

This research adopts a multiple case study approach with three leading UK grocery retailers as exemplars of fast-moving consumer goods retailers, conducted using multiple data collection techniques including interviews, system demonstrations, onsite observations and the use of archive information.

ICT solutions have a direct positive impact on CO₂ emissions reduction but opportunities to further reduce CO₂ emissions are perceived as lying beyond retailers’ own distribution networks. These opportunities are not fully utilised due to the complexities of collaborative ICT provisions and retailers’ reluctance to share information with competitors.

A limitation of the study is that it is exploratory and only three cases were examined. Even though these three retailers represent over 60 per cent of the UK grocery retail sector, other retailers may deploy significantly different ICT applications.

The research provides an overarching insight for businesses on how to leverage the existing and emerging information technologies for environmental and economic benefits.

While sustainability issues have received increasing attention recently, the role of ICT in freight transport for CO₂ emissions reduction has not been investigated in depth and its impact is largely unknown. This research advances understanding about how ICT contributes CO₂ emissions reductions and provides a framework for further investigation.

Teamwork has long featured in social science research. Further, with research increasingly “cross-national,” communication becomes more complex, for instance, involving different cultures, languages and modes of communication. Yet, studies examining team communicative processes that can facilitate or constrain collaboration are rare. As a cross-national European team representing varied disciplines, experiences, languages and ethnicities, we undertook to examine our communication processes with the aim to promote better qualitative research practices.

Viewing reflection as a tool for enhancing workplace practices, we undertook a structured reflection. We developed an empirically derived framework about team communication, then used it to analyse our interaction practices and their relative effectiveness.

The results highlighted two under-examined influences, the use of different modes of communication for different purposes and the need for face-to-face communication to address a particularly challenging aspect of research, negotiating a shared coding scheme to analyse diverse cultural and linguistic qualitative data.

The study offers a procedure and concepts that others could use to examine their team communication.

The communicative processes that can constrain and facilitate effective cross-national research team collaboration are rarely examined. The results emphasise the need for careful negotiations around language, epistemologies, cultures and goals from the moment collaboration begins in formulating a project, through applying for grant funds, to when the last paper is published – timely in a context in which such work is increasingly expected.

Although both institutional export assistance and entrepreneurial orientation (EO) contribute separately and positively to export performance, the interplay between them has received little attention. This study examines the role of international EO in deriving performance benefits from governmental and nongovernmental export assistance.

In this longitudinal study, two surveys were administered at two different times: In 2011, 705 Bangladeshi apparel exporters were surveyed, and in 2019, a subsequent survey of 198 firms in multiple industries was conducted. The aim of the surveys was to assess the relationships between governmental and nongovernmental assistance, EO and export performance.

The results of the first survey show that, while nongovernmental assistance influences performance directly and via EO, governmental assistance has only direct effects. Furthermore, the negative influence of government assistance on EO reduces the total effects and renders them nonsignificant. The results of the second survey demonstrate that government EPPs have both direct and indirect positive and significant effects on market performance, indicating a partial mediation, whereas quasi-governmental assistance has positive and significant direct effects as well as negative but nonsignificant indirect effects. Nongovernmental EPPs have both direct and indirect significant effects on international performance, indicating a partial mediation.

The study has important implications for researchers studying export assistance and its impact on firm performance. Instead of adopting a parochial view of government assistance, this study categorizes such assistance into three types – government, quasi-government and nongovernment. Furthermore, this study bridges the export assistance and international entrepreneurship literature by including EO.

Entrepreneurs must emphasize the use of government assistance in order to enhance export performance. However, to promote both entrepreneurship and performance, they must emphasize nongovernment assistance. Exporters should also capitalize on the assistance extended by various quasi-governmental agencies to bolster export performance.

Given the performance advantage of export assistance, this study highlights the contribution of the private sector in promoting export entrepreneurship while shedding light on the pernicious role of (quasi-)governmental assistance in export entrepreneurship.