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This paper aims to evaluate the Digital Government Collaborative Platform (DGCP), which facilitates collaborations between the citizens and the government to address environmental issues in Sri Lanka. The DGCP is an artifact developed by the value-sensitive design approach.

The DGCP is evaluated following the Framework for Evaluation in Design Science Research (FEDS). In total, 224 citizens participated in the survey based on the User Experience Questionnaire (UEQ) and open questions about human values embedded in the design. Fifteen government officers were interviewed to enhance the evaluation.

The DGCP received positive evaluations from the citizens and government officers. The platform is attractive, novel and pragmatic, also generating hedonic experiences for the citizens. The users believed that human values are reflected in the DGCP. Furthermore, they shared a few suggestions to improve it.

The paper contributes knowledge to evaluating digital government systems, especially in developing countries. The human-value-centered DGCP was evaluated using multiple methods of quantitative (i.e. UEQ Survey) and qualitative (i.e. qualitative interviews with stakeholders) techniques. Furthermore, the systematic process of DGCP evaluation produces a case-based guideline for evaluating related and similar digital government systems using FEDS.

Drawing upon theoretical insights on value creation perspectives, the authors aim to advance the understanding of performance and accountability in different hybrid organisations.

The authors conceptualise common theoretical origins of hybrid organisations and how they create and enact value, by reflecting on the Accounting, Auditing and Accountability Journal (AAAJ) special issue articles. Furthermore, the authors propose an agenda for future research into accounting, performance and accountability for hybrid organisations.

Hybrid organisations can be conceptualised through their approaches to value creation (mixing, compromising and legitimising). This article provides a more detailed understanding of accounting, performance and accountability changes in hybrid organisations.

This contribution also has relevant practical implications for actors, such as politicians, managers, professionals, auditors, controllers and accountants, encased in various hybrid organisations, policy contexts and multi-faceted interfaces between public, private and civil society.

Hybridity lenses reveal novel connections between different types of hybrid organisations and how they create and enact multiple values.

Retail organizations that consider a service ecosystems view of sustainability focused on transformation have the potential to contribute to the wellbeing of individuals, business and society. The purpose of this paper is to explore the transformative nature of sustainable retail fashion organizations and their impact on wellbeing within a sustainable retail service ecosystem.

A qualitative in-depth case study research design was implemented using four sustainable fashion brands. Data were collected from multiple sources including secondary data from company websites and publicly available reports and interviews with founders and/or high-ranking managers within the organization.

Three overarching themes critical to transformation in sustainable retail service ecosystems were identified: (1) embedded core purpose or ethos, (2) relevance of fit and (3) breadth and depth of message. Corresponding wellbeing elements were found within the three themes – community and society wellbeing, environmental wellbeing, business strategy wellbeing, consumer wellbeing, leadership wellbeing, employee wellbeing, stakeholder and value chain wellbeing and brand wellbeing.

Future research offers an important opportunity to further explore the relationships between sustainability, TSR and wellbeing in other service contexts.

The paper contributes to transformative service research literature by conceptualizing a sustainable retail service wellbeing ecosystem framework.

The purpose of this paper is to investigate whether the headlined eco-bulkers ordered in 2012 and 2013 are posing a threat to the less-efficient ships ordered at the end of the boom in 2008 and 2009.

This paper will first investigate the drivers for the interest in such low-emission, low-speed bulker as well as the more general history of bulker designs. This is followed by a study on the vessels delivered between 2005 and 2014, based on eight parameters representing fuel efficiency, speed and hydromechanics properties. Within these results, evidence is sought for a significant change in the qualities of the vessels delivered after the last boom.

The data showed that at least till present, no significant changes could be discovered between 2014 and the earlier years. This indicates that either because of the long delivery times at the end of the boom, such vessels are still to be delivered, or that they were not ordered in an amount large enough to change the trend. For the future, this fact and the changes in vessel design resulting from the introduction of the energy efficiency design index (EEDI) in 2017 and the large fluctuations in the fuel prices will be interesting to keep monitoring the developments in the eight studied parameters.

This paper extends (in time) and improves (number of variables studied) a number of earlier studies on average qualities of the world fleet. It studies both the composition and the changes in average properties of the ships produced each year. It allowed the author to discover and explain the trends that would not have been evident when studying ships as single units or as the result of a business opportunity optimisation. Most important of which is the fact that, on average, ships produced are optimised for the current economic conditions and are not taken into consideration for future trends and scenarios.

Engaging with customers and addressing unmet value have become increasingly challenging within multi-stakeholder environments of service innovation. Therefore, this paper aims to address this challenge by studying how strategic design abilities address unmet value in service engagement strategies.

The authors conducted a qualitative inductive study at a multinational corporation and interviewed marketing and design professionals on their innovation practices in service engagement strategies.

From the inductive analysis, this study identified three strategic design abilities that effectively contribute to addressing unmet value throughout the co-evolving process of service engagement: envisioning value, modelling value and engaging value. Based on this, this study proposes the emerging co-evolving loop framework of service engagement strategies.

The limitation of this emerging theory is a lack of broad generalizability with mutual exclusivity or collective exhaustiveness across industries. A theoretical implication of the framework is the integration of strategic design and services marketing towards co-created engagement strategies.

The service engagement loop framework can be of great value to service innovation processes, for which an integrated, cross-functional approach is often missing.

The findings further suggest that next to a methodological skillset, strategic design abilities consist of a distinct mindset.

This paper introduces strategic design abilities to address unmet value and proposes a novel co-evolving loop framework of service engagement strategies.

The proliferation of customer-related data provides companies with numerous service opportunities to create customer value. The purpose of this study is to develop a framework to use this data to provide services.

This study conducted four action research projects on the use of customer-related data for service design with industry and government. Based on these projects, a practical framework was designed, applied, and validated, and was further refined by analyzing relevant service cases and incorporating the service and operations management literature.

The proposed customer process management (CPM) framework suggests steps a service provider can take when providing information to its customers to improve their processes and create more value-in-use by using data related to their processes. The applicability of this framework is illustrated using real examples from the action research projects and relevant literature.

“Using data to advance service” is a critical and timely research topic in the service literature. This study develops an original, specific framework for a company’s use of customer-related data to advance its services and create customer value. Moreover, the four projects with industry and government are early CPM case studies with real data.

This paper aims to highlight problems and opportunities for introducing digital automation in public administration (PA) and to propose implications for public value creation of robotic process automation (RPA) through the perspective of good bureaucracy as a guiding framework.

This conceptual paper addresses the purpose by applying three normative ideal types: Weber’s ideal type for a bureaucracy, new public management and public value management. This paper synthesizes an analytical framework in conducting case studies of the implementation of RPA systems in municipal administration.

This paper contributes to new insights into public value creation and digital automation. The following four implications are proposed: the deployment of RPA in municipal administration should emphasize that organizing administrative tasks is essentially a political issue; include considerations based on a well-grounded analysis in which policy areas that are suitable for RPA; to pay attention to issues on legal certainty, personal integrity, transparency and opportunities to influence automated decisions; and that the introduction of RPA indicates a need to develop resources concerning learning and knowledge in the municipal administration.

This paper is innovative, as it relates normative, descriptive and prescriptive issues on the developing of digital automation in PA. The conceptual approach is unusual in studies of digitalization in public activities.

This paper proposes a method for managing client requirements with the use of Building Information Modelling (BIM). The development of healthcare projects demands a large amount of requirements information, in order to deal with a diversity of clients and frequents changes in healthcare services. The proposed method supports healthcare design by adopting a process-based approach for client requirements management, with the aim of improving value generation.

Design Science Research was the methodological approach adopted in this investigation. The main outcome of this study emerged from an empirical study carried out in a healthcare project in Brazil.

The proposed method involves three stages: (1) capturing and processing requirements; (2) product and requirements modelling, which involves the connection between requirements and the BIM 3-D model and (3) supporting design solution refinement, through the communication of requirements and the assessment of design in relation to updated client requirements information.

This study explores client requirements management from a process perspective, proposing activities and their interdependences and possible sources of data, including healthcare services information. The main theoretical contributions are related to the understanding of the nature and complexity of the information involved in client requirements management, and how this can be modelled.

This study aims to assess the effect of updating the Phase I data – to enhance the parameters' estimates – on the control charts' detection power designed to monitor social networks.

A dynamic version of the degree corrected stochastic block model (DCSBM) is used to model the network. Both the Shewhart and exponentially weighted moving average (EWMA) control charts are used to monitor the model parameters. A performance comparison is conducted for each chart when designed using both fixed and moving windows of networks.

Our results show that continuously updating the parameters' estimates during the monitoring phase delays the Shewhart chart's detection of networks' anomalies; as compared to the fixed window approach. While the EWMA chart performance is either indifferent or worse, based on the updating technique, as compared to the fixed window approach. Generally, the EWMA chart performs uniformly better than the Shewhart chart for all shift sizes. We recommend the use of the EWMA chart when monitoring networks modeled with the DCSBM, with sufficiently small to moderate fixed window size to estimate the unknown model parameters.

This study shows that the excessive recommendations in literature regarding the continuous updating of Phase I data during the monitoring phase to enhance the control chart performance cannot generally be extended to social network monitoring; especially when using the DCSBM. That is to say, the effect of continuously updating the parameters' estimates highly depends on the nature of the process being monitored.