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Relationship marketing is widely accepted as the most successful way to build customer loyalty and competitive advantage in a mature, competitive market. The study investigates customer loyalty programmes within the context of service quality in Swedish hotels using an online questionnaire survey. Five service quality factors were identified: technical, functional, environmental, technological convenience and technological product dimensions, which supports the Northern European service quality model with the addition of technological dimensions. Five loyalty programme factors were also established and factor scores were mainly undifferentiated on the basis of socio-demographic and behavioural variables. The implications of the results are discussed and recommendations for further research are made.

One of the more important and interesting phenomena in international business in recent times is the upgrading and catchup of firms from emerging economies. How do these firms upgrade and catchup? This paper reviews and synthesizes the literature on upgrading and catchup by emerging economy firms and develops a model and testable propositions to advance research on the topic.

The purpose of this research is to understand how power relations in global value chains (GVCs) shape the upgrading of offshoring service providers (OSPs). More specifically, the chapter addresses two questions: (1) How power asymmetry in GVC shapes the upgrading prospects for OSPs? and (2) How OSPs manage the power asymmetry in GVC and upgrade to a more favorable position?

The context for this study is the software value chain. Drawing upon relational economic geography and GVC literature, we build an analytical framework based on three conceptual building blocks: client power, upgrading, and upgrading practices. Based on the analytical framework and in-depth interviews, we design a case study of one OSP in the Pakistani software industry, referred to as OSP#A.

The findings reveal that GVCs exercise a high level of power on OSPs. This power is exercised through enforcing certain conditions to participate and coordinate in GVCs. However, it is found that OSP#A is not passive recipient of these demands. Instead, it actively manages the power asymmetry through building practices to adapt and collaborate in GVCs and attain relational proximity.

The chapter highlights the significance of upgrading practices and conceptualizing upgrading as a process of improving relational power in GVCs by attaining relational proximity.

Companies are increasingly leveraging digital technologies toward innovation strategies that deliver novel features to customers sequentially through successive new product generations (i.e., successive innovation). Extant literature examining successive innovation is both limited and fragmented across marketing and management literatures. Our goal is to synthesize literature on concepts related to successive innovation (such as versioning and upgrades) to identify the core dimensions of successive innovation and provide a cohesive framework to guide future research in this domain.

Given the equivocality in understanding the conceptual domain of successive innovation, we review and synthesize literature across three disciplinary domains: marketing, management, and information and decision sciences. Based on the emerging patterns from the literature review, we develop a conceptual framework of successive innovation with the aim of moving the discussion toward greater theoretical clarity.

Based on the literature review and synthesis, we identify three core-dimensions that define successive innovation and compare these across digital and physical product realms: coexistence, embeddedness, and adoption controllability.

Our proposed conceptual dimensions of successive innovation, and discussion of differences across physical and digital product domains, offer important directions for future research and a common vocabulary.

As physical and digital successive innovations can differ in coexistence, embeddedness, and adoption controllability, firms need to consider relevant barriers to adoption of successive product generations and select appropriate strategies to promote and communicate successive innovation. Our proposed successive innovation conceptual dimensions help managers comprehend the complexity of arranging such innovation in business and consumer segments.

Our contribution to the emerging literature on successive innovation is threefold. First, by conducting a comprehensive literature review, we integrate insights from different fields of inquiry (i.e., marketing, management, and information and decision sciences). Second, based on the synthesis of the literature, we offer a conceptual framework of successive innovation, which aims to move the discussion toward greater theoretical clarity. Third, based on our review and conceptual framework, we discuss a set of future research directions to guide academic research efforts.

This chapter presents an assessment of the participatory process during the PUI upgrading initiative, drawing on extensive interview data with residents, experts and municipal staff. It highlights the potentials and limitations of participatory processes in upgrading informal settlements. Structured into three parts, focusing on the process, the products and the effects of the PUI, it discusses topics such as social and material sustainability, self-esteem, place attachment and use of space, formal and informal economic development, political image-making and more.

International trade and production have been increasingly organized around the configuration and evolution of global value chains (GVCs), even as the sustainable development goals (SDGs) have been established in an era of deepening globalization. The connection between these two processes raises some concerns around how economies, firms, and individuals can benefit from participation in the global economy. This chapter looks at the relationship between the relative positions of countries in high-tech GVCs and the impact on potential fulfillment of the SDGs. In this chapter, the authors make a first approach (descriptive analysis) to the relationship between the relative positions of countries in high-tech GVCs, possibilities for upgrading, and corresponding levels of inequality. The authors focus particularly on a set of indicators corresponding to Goal 1 (no poverty), Goal 5 (gender equality), Goal 9 (industry, innovation, and infrastructure), and Goal 10 (reduced inequalities). The findings reveal that the relationship between the position of a country in terms of forward and backward participations and the relative distance to fulfillment of the SDGs differs among distinct GVCs. While some patterns of income inequality reduction are observed in high-tech-related industries, gender inequality is not similarly affected. This confirms the relevance of building a two-dimensional framework that looks simultaneously at GVCs (i.e., the type of GVC and type of participation) as well as the distance from SDG achievement.

This paper aims to clarify the meaning of children’s participation in the relationship between children’s individual action and the social treatment and consequences of this action. For this purpose, the paper explores the integration of different theoretical approaches that can shape research on children’s participation, looking at interactions, complex social systems that include interactions, and narratives that are produced in these complex social systems. This integration allows the understanding of the ways in which children actively participate in communication processes, social structures condition children’s active participation, and children’s active participation can enhance structural change in social systems, through the implementation of promotional communication systems. The paper highlights the following paradox: the relevance of children’s action for social change depends on the relevance of adults’ action in promoting children’s actions. This theoretical perspective is exemplified in the case of promotion of children’s active participation in the education system through the empirical analysis of cases of videotaped and transcribed interactions, highlighting facilitation systems of classroom communication. The analyzed data are based on a field research in Italian classrooms regarding a specific methodology of facilitation of communication. The analysis of these data shows the ways in which the facilitation system creates the paradoxical relationship between structures that condition children’s active participation and children’s active participation that enhances structural change. The paper highlights a new way of dealing with children’s participation, based on a social constructionist, systemic, and interactionist approach.

We question whether the Chinese state has played an effective role in promoting outward foreign direct investment via its “Go Global” policies. Using the literature in International Management as our framing, we observe three inter-related stylized realities. First, it is state-owned enterprises (SOEs) – not private enterprises – that tend to principally benefit from the favorable “Go Global” policies. Second, SOEs tend to pay much higher acquisition premiums in outward FDI as compared to non-SOEs. Third, SOEs tend to be less effective as compared to non-SOEs in gaining synergies and enhancing competitiveness as a result of these cross-border experiences. These results yield clear policy implications for the Chinese government: first, more effective public policy would involve enhanced targeting of private enterprises as the recipients of policies promoting outward FDI; second, the Chinese government should continue along the path toward privatization of SOEs. The continued bolstering of economic and social development in China is contingent upon efforts to reduce the state’s active role in outward FDI.

In this paper we present a systemic approach to modeling coopetition between firms that provides a methodology for analyzing the strategic incentives for organizations to engage in coopetition relationships (the why) and the organization design required to address the complexities inherent in such multifaceted relationships (the how).

We pursue a model-based approach that incorporates important conceptualizations adapted from competence-based management (CBM) theory and value network approach. We illustrate the applicability of our approach by applying it to the case of coopetition between IBM and Apple in the development of PowerPC CPU.

We show how modeling can contribute to our understanding of the strategic incentives for the organizations to develop a coopetitive relationship (“the why” of coopetition) and the organization design required for accommodating and addressing the complexities and dynamics of such a multifaceted relationship (“the how” of coopetition).

First, our findings echo some of the perspectives developed in coopetition literature. Second, the study has utilized value network-level analysis in examining coopetition.

The modeling framework reported in this paper can help management practitioners in structuring choice situations involving coopetition, both in terms of the incentives to engage in a coopetitive setting and the design of a value network that can accommodate the complexities inherent in such multifaceted relations.

For the past several years, libraries have been evolving. The traditional academic library housed print collections and provided space for studying, usually quiet space. With the advances in technology, libraries have had their own metamorphosis. No longer are they constrained by a physical space – they now have virtual spaces, which include virtual collections.

During this same time, the cost of higher education and textbooks has been on the rise. Universities and the federal government have enacted policies and laws in an effort to combat these rising costs. In support of the students and affordable textbook initiatives, libraries have become partners in helping lower the cost of textbooks for students through either purchasing them electronically or other means, such as course reserves. Indeed, a single library purchase can now provide course materials for an entire class.

This chapter will present an overview of the Affordable Learning Georgia Initiative and how the Georgia Tech Library has updated their collection development policies to support this initiative.