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An evaluation of libraries and their overall quality should consider the quality of the services they provide. Satisfaction in terms of the service provided is indicative of the quality of reference services and since these services are expensive, evaluation is therefore essential. This paper aims to outline the development of a structural equations model to evaluate service quality and user satisfaction with regard to the electronic reference service provided by Francisco Xavier Clavigero Library belongs to the Iberoamericana University, located in Mexico City.

This model suggests that service quality can be explained by way of the five dimensions of the SERVQUAL methodology, (reliability, assurance, tangibles, empathy and responsiveness) and in turn, quality explains both user satisfaction and the value of the service to its patrons. Finally, this model suggests that a positive increase in user satisfaction leads to a lineal and positive increase in user loyalty. The evaluation considered 297 users who made at least one electronic reference request during 2014.

The adjustment of the structural model reveals that the latent variables that explain quality are reliability and responsiveness, and that quality explains satisfaction, which in turn explains user loyalty.

The generation of an indicator to evaluate the reference services enables identification of its strengths and weaknesses to offer a more efficient service, considering that it represents a significant percentage of the library’s financial and human resources.

In view of the significant deficiencies that have been observed in corporate social responsibility (CSR) reporting practices, some companies have undertaken a new communication strategy based on a combination of the GRI guidelines and the IFC Performance Standards (termed the GRI-IFC strategy). This paper aims to analyse the role of the CSR committee and of assurance services in promoting this novel practice.

The authors use an unbalanced sample of 750 international companies that operate in emerging markets for the years 2011-2016, in which logistic and ordinal regressions are applied to the panel data to test the research hypotheses.

The results show that the existence of a CSR committee facilitates adoption of the GRI-IFC strategy, thus promoting sustainable management policies and systems and enhancing communication with stakeholders. In addition, these specialised committees often commission assurance for sustainability reports, to reinforce strategies aimed at improving corporate transparency.

The analysis of mediation shows that diverse characteristics of corporate governance mechanisms interact in improving sustainability and business transparency.

There is an evident need for greater commitment by institutions to sustainability, for example by requiring greater specialisation of the members of the CSR committee in social and environmental issues. In addition, consideration should be given to including the creation of a CSR committee as a good practice, within the code of corporate governance and to establishing a specific framework for the committee’s actions.

The previously cited impacts of this paper all contribute indirectly to a greater social welfare by generating higher levels of transparency, ethics and corporate performance. Specifically, higher quality verification services will have an impact on the improved functioning of the financial and capital markets, as well as in decision-making by internal and external stakeholders with more reliable information that will favour the implementation of more sustainable processes that in the short and long term will mean more companies who are responsible towards the environment and society.

This novel study explains why companies adopt voluntary strategies in compliance with GRI guidelines, seeking to provide better CSR disclosure.

The purpose of this paper is to present a case study on the methodology developed for establishing a Mexican User Satisfaction Index for a particular kind of Social Program (MUSI‐SP), taking into consideration the example of a Concrete Floor Social Program.

The MUSI‐SP methodology has the aim to evaluate the satisfaction of the beneficiaries of social programs, as well as its causes (program practices and perceived quality) and results (measured as trust). The MUSI‐SP methodology for this case study covers the design of a specific structural equation model based on the model for government services and nonprofit organizations of the American Customer Satisfaction Index (ACSI) and a qualitative study, with the help of the design and pilot testing of the questionnaire for measuring satisfaction in a population with a high grade of marginalization, followed by data collected through a national face‐to‐face survey, then the analysis of validity and dependability of the specific structural equation model and the identification of opportunity areas.

The evaluation shows that the variable “Results” derived by having a concrete floor has a larger impact on “Perceived Quality” and it has the best users’ assessment (86 in a scale from 0 to 100). Furthermore, a high and positive relationship from “Perceived Quality” with “Satisfaction,” and “Satisfaction” with “Trust” were confirmed.

The MUSI‐SP methodology would be an appropriate indicator as a complement to current evaluations of government social programs, because it shows a path to citizen satisfaction and citizen trust.

The Mexican Concrete Floor Program, illustrated in this paper, aims to increase the quality of life conditions of the citizens through concrete floor installation for housing improvement.

The characteristics of a particular organizational culture may affect performance in achieving the objectives of international joint ventures (IJVs), a type of partnership that is often used in international business relations between developed and emerging countries. The purpose of this paper is to analyse whether the underlying dimensions that characterize organizational culture in these countries may affect firms’ performance, specifically their competitiveness, effectiveness and efficiency.

The survey conducted for this study was addressed to Spanish-Moroccan IJVs trading in Morocco. The research hypotheses were tested using multivariate analysis techniques (exploratory factor analysis and linear regression model).

Based on information provided by the CEOs of Spanish-Moroccan IJVs between small- to medium-sized firms, the present study shows that levels of competitiveness, effectiveness and/or efficiency in these organizations are influenced by the involvement of staff in management, the degree of centralization of decision taking and the firms’ emphasis on results or on procedures.

This research contributes to the knowledge of the main factors related to the organizational culture of joint ventures that influence competitiveness, effectiveness and efficiency achieved.

The value provided by this research lies in the sample examined, in its focus on a very common type of partnership between SMEs, which has been little studied previously, and in the fact that the results obtained are extensible to other realities, such as partnerships between European companies and those from countries with similar characteristics (located in Africa or in countries where an Arab culture prevails).

Supply chain managers (SC managers) may make less than optimal decisions for the firm when facing compensation and employment risks. The purpose of this paper is to study two relevant factors (target setting and strategic importance of the supply chain function) that may drive SC managers to perceive more or less risk to their welfare.

The study combines survey data from 133 firms with secondary data in order to reduce source bias and enhance the validity of results. The authors also conducted interviews with supply chain and human resources managers.

The results show that top managers can alter SC managers’ perceived risks. Ambitious targets drive compensation risk but not employment risk. The supply chain function’s strategic importance, on the other hand, decreases employment risk but increases compensation risk.

The authors emphasize two ways that the top management team (TMT) influences SC managers’ perceived personal welfare but acknowledge that there may be others factors. Due to the topic sensitivity, the authors could not collect data on all variables (e.g. individual characteristics) that may affect risk perception. The findings are based on Spanish firms and may not be generalized to other contexts.

This research proposes three suggestions. First, compensation and employment risks should be considered separately when designing compensation and evaluation systems. Second, appropriate performance targets may put compensation risk in a reasonable range that is neither too high to prevent risky-yet-beneficial decisions nor too low to allow nonfeasance. Third, escalating the supply chain’s strategic importance effectively offsets employment risk.

Scholars have repeatedly shown the negative outcomes of SC managers’ perceived compensation and employment risks. Yet, little attention has been given to their antecedents. The study explores two relevant antecedents and provides integrative empirical evidence regarding actions top leaders can take to manage SC managers’ perceived risk and subsequently enhance firm performance.

This chapter analyses the pilot episode of the ABC TV series Charlie's Angels (Spelling & Goldberg, 1976–1981) and the latest film of this media franchise, Charlie's Angels (Banks, 2019). The chapter undertakes an analysis of the three main characters in the series pilot and the three starring roles in the film, applying methodologies proposed by the cinematic poetic formalism (Bordwell & Thompson, 2006) and observing specifically the roles and motivations of these six women from a feminist perspective. On the one hand, the TV pilot engages with several of the main premises of the second-wave feminism that was in full swing at the time the series was released. On the other hand, the 2019 film was launched in the contemporary era of post-feminism, reflecting a number of the concerns that shape the post-feminist agenda. However, the main argument of this chapter is that both the series pilot released in 1976 and the 2019 film construct ambivalent feminist narratives. The analysis reveals that the Charlie's Angels franchise fluctuates between characteristics that can be labelled as feminist discourses, but also as replicators of a patriarchal model. Forty-six years later, while a few things have changed for the Angels, we argue that the characters and franchise have not lived up to its potential as a transformative feminist text.

The purpose of this paper is to analyze the relationship between the ownership structure and the investment in research and development (R&D) for a sample of listed Spanish companies.

Following the agency theory and the socioemotional wealth (SEW) perspective, the authors propose that R&D investment is affected by ownership structure, specifically by the identity of the controlling owner (family firms and firms with an institutional investor) and the level of contestability by other shareholders. In order to test these hypotheses, the authors build an original database identifying, at a 10% threshold, the ultimate shareholders of a sample of 96 Spanish firms listed during 2008–2018 (1,002 obs).

The results show that there is no significant relationship between the ownership concentration and the R&D investment. Only when the authors consider the nature of the main shareholder, the authors find that in family firms there is an inverted U relationship between ownership and R&D, so that at low levels of ownership, the R&D increases, while at high levels of ownership (that we compute around 54%) the R&D decreases. Also, when the main shareholder is an institutional investor, the greater its ownership, the higher the R&D investment. Finally, the authors test that, contrary to what mainstream suggests, contestability in family firms is higher when ownership in the hands of other family shareholders increases.

The work uses an original database to test a nonlinear relationship between ownership and R&D investment in family firms. Also, the study addresses a topic hardly ever discussed in the literature about R&D as it is the role of the contestability by other controlling shareholders.

El objetivo del presente trabajo es analizar la relación existente entre la estructura de propiedad y la innovación corporativa para una muestra de empresas cotizadas españolas.

Utilizando los planteamientos de la teoría de la agencia y de la perspectiva de la riqueza socioemocional proponemos que la I+D empresarial está relacionada con la estructura de propiedad, específicamente con la naturaleza del accionista de control (empresas familiares y empresas con un inversor institucional como principal accionista) y con el grado de contestabilidad por parte de otros accionistas significativos. A fin de testar nuestras hipótesis, construimos ad hoc una base de datos de propiedad original en la que identificamos, al umbral del 10% de propiedad, a los accionistas últimos de una muestra de 96 empresas cotizadas españolas para el periodo 2008–2018 (1.002 obs).

Nuestros resultados muestran que no existe relación significativa entre la concentración de propiedad y la inversión en I + D. Solo cuando consideramos la naturaleza del principal accionista encontramos que en las empresas familiares la relación entre la propiedad de la familia y la innovación corporativa adopta una forma de U invertida, tal que a bajos niveles de propiedad la I + D crece, mientras que a altos niveles de propiedad (que computamos en torno al 54% de propiedad) la inversión en I + D decrece. Asimismo, en las empresas con un inversor institucional como principal accionista, cuanto mayor es la propiedad de este inversor institucional, mayor es la I + D de la empresa. Finalmente testamos que, en contra de la corriente dominante, en las empresas familiares la propiedad en manos de otras familias incrementa el grado de contestabilidad a la familia controladora respecto a su inversión en I + D.

El trabajo utiliza una base de datos de propiedad original para testar una relación no lineal entre concentración de propiedad e innovación corporativa en las empresas familiares. Asimismo, el estudio aborda un tema apenas analizado en la literatura de I + D como es el papel de la contestabilidad al accionista de control.

The purpose of this paper is to explore the autopoietic decisions approach (<Greek: autos=self, poiein=to produce) means self-(re)production and to know the constitution of the governance in the organization of a research network.

The approach selected was Luhmann's Social System Theory, an autopoietic decisions system. A historical case study was reconstructed in which information was recollected by in-depth interviews and a survey. The network results, the extensive communications submitted by the members of two network congresses (2006 and 2010) were analyzed by networks analysis techniques.

The approach and model developed were useful to identify the decision premises, which have been the constitutional structure of the research network.

Development of a governance approach useful to a research network organization which retro-feeds the quality movement guidelines.

The quality movement proposes a systematic regulatory approach, via the ISO9000 standard family. This approach has not sufficed for institutions of higher education. One of the reasons is that it favors the “management of things” from a processes standpoint, which conforms to the General Systems Theory. However, the core of higher education is not “things” but rather the “people” participating in it – particularly professors, students, and the university community – who are participating in the creation, teaching, association, and diffusion of knowledge. The unsolved problem refers to governance.

Iron deficiency anaemia and zinc deficiency are major public health problems across the globe. Cereals and pulses are important vegetarian source of minerals like zinc (Zn) and iron (Fe), however, poor digestibility impairs proper availability of micro minerals in the body. Chickpea (Cicer arietinum L.) and cowpea (Vigna unguiculata L. Walp) were selected for study as they are important pulse crops consumed worldwide. Therefore, in order to remove antinutrients and enhance bioavailability of nutrients in chickpea and cowpea, extrusion cooking was selected as a technology and its impact was studied by an in vitro method. The paper aims to discuss this issue.

Four chickpea cultivars, two desi (K 850 and PUSA 362) and two kabuli (PUSA 1108 and PUSA 1053) and one cowpea (Gomati) cultivars were selected for the study. Pulses were processed in a laboratory using a single screw food extruder. Raw and extruded pulses were analysed for antinutrients content, micronutrients content (Fe, Zn) and their bioavailability.

Extrusion cooking significantly decreased phytate in all cultivars of chick pea and cowpea with highest reduction (72.92 per cent) in PUSA 362; similarly, tannin and trypsin inhibitor decreased by 87.5 and 71.54 per cent, respectively, in Gomati cultivar of cowpea. All cultivars showed significant increase in protein digestibility. Iron bioavailability in all samples enhanced significantly; however, only 50 per cent cultivars (K 850, PUSA 362 and PUSA 1108) showed improvement in Zn bioavailability.

The present research therefore brought the outcome as an enhanced in vitro protein digestibility and bioavailability of micro mineral and protein in certain pulses having minimized antinutrients. Therefore, it is concluded that extrusion cooking is an effective tool in enhancing protein and micro mineral bioavailability.