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The purpose of this paper is to provide an analysis of regional concentration patterns within ten new European Union (EU) member states, EU10, and make comparisons with EU15 and the US economy.

Industrial specialization and clusters are measured as employment in the intersection between a sector (three‐digit NACE data) and a particular region (NUTS 2 level), with a total of 38 sectors and 41 regions within EU10. Regional cluster size and degree of specialization is measured along 3D: absolute number of employees (>10,000 jobs is used as cut‐off for a regional cluster), degree of specialization (regional sector employment is at least two times expected levels) and degree of regional market labor dominance (>3 per cent of total employment in a particular sector). Each of these three measures of cluster size, specialization and labor market focus are classified with a “star”. The largest and most specialized clusters receive three stars.

EU10 exhibits 19 three‐star regional clusters, which display high values for each of the three measured parameters. In addition, there are 92 two‐star regional clusters and 313 one‐star regional clusters. The analysis also suggests that regional concentration in EU10 is clearly lower than in the USA, and slightly lower than in the old EU member states. In a few cases – IT, biopharmaceuticals and communications equipment – where the total size of the cluster is small, and there is little historical legacy in Eastern Europe, the EU10 exhibits higher geographical concentration than EU15.

Overall, the economies of EU10 exhibit a pattern of geographical concentration close to a random distribution, i.e. the process of regional concentration and redistribution of industry is in a very early phase. If Europe is to build a more competitive economy, industrial restructuring towards larger clusters must be allowed and pushed by policy makers both at the national and EU levels.

Policymakers must be well informed about geographical concentration patterns of industry. The research offers a consistent methodology of mapping regional clusters and geographical concentration patterns across sectors.

This paper is the first in measuring regional concentration patterns in Europe at this fine level, and is based on a new methodology developed by Professor Michael E. Porter at Harvard University. The paper has also introduced a new method of ranking clusters according to the star model.

The purpose of this paper is to map the cluster in the leather and shoes sector for improving the competitiveness of the firms. Toward this end, the study is organized to examine the impact of clustering on competitiveness improvement. The influence of competitive elements and performance (Porter’s diamond) and balanced score card was utilized.

A random sample of 131 respondents was chosen during the period from May 2016 to July 2016. A structural equation modeling (SEM) analysis was applied to investigate the research model. This approach was chosen because of its ability to test casual relationships between constructs with multiple measurement items. Researchers proposed a two-stage model-building process for applying SEM. The measurement model was first examined for instrument validation, followed by an analysis of the structural model for testing associations hypothesized by the research model.

The main findings show that there is a unidirectional causal relationship between improvements of performance and achieve competitiveness and also reveal that the Palestinian shoes and leather cluster sector is vital and strong, and conclude that clustering can achieve competitiveness for small- and medium-sized enterprises.

Future research can examine the relationship between clustering and innovation. The effect of clustering using other clustering models other than Porter’s model is advised to be used for future research.

The relationships among clustering and competitiveness may provide a practical clue to both, policymakers and researchers on how cluster enhances economic firms such as a skilled workforce, research, development capacity, and infrastructure. This is likely to create assets such as trust, synergy, collaboration and cooperation for improved competitiveness.

The findings of this study provide background information that can simultaneously be used to analyze relationships among factors of innovation, customer’s satisfaction, internal business and financial performance. This study also identified several essential factors in successful firms, and discussed the implications of these factors for developing organizational strategies to encourage and foster competitiveness.

The purpose of this paper is to explore upper secondary school students’ voices on how information and communication technology (ICT) could structure and support their everyday activities and time at school.

In all, 11 group interviews were conducted with a total of 46 students from three upper secondary schools. NVivo PRO 11 was used for a qualitative content analysis.

The results show that ICT plays a central role in the students’ schooling, not in terms of “state-of-the-art” technology, but rather as “state-of-the-actual”, by for example supporting the writing process and for peer support, digital documentation and storage.

A relatively small number of students in three schools and three specific programmes make generalisations difficult.

Students’ perspectives on the “state-of-the-actual” could influence teachers’ use of ICT in education, their professional development activities and the development of an in-school ICT infrastructure.

The study could lead to a better understanding of students’ expectations and use of ICT at school and in everyday life.

The originality of this paper is the focus on students’ voices about how the basic use and functionality of ICT could structure and support their everyday activities at school.

The purpose of this paper is to examine Swedish upper secondary school teachers’ and students’ views and use of ICT in education.

In total, 25 individual teachers and 39 students in small focus groups were interviewed. A qualitative content analysis was performed using NVivo11. The analysis was conducted in three steps: with each individual teacher, the student groups and the cohort of teachers and students. A comparative analysis was also conducted.

The teachers’ views and use of ICT are diverse. Teachers and students identify similar challenges when using ICT in education, e.g. time and subject, the shortcomings of a school’s learning management system (LMS) and teachers’ digital competence. Students report an extensive out-of-school use of smartphones and an extensive in-school use of laptops and LMS.

The relatively small number of teachers and students in three schools make generalisations difficult. The examination of teachers’ and students’ views and use in the same context reveals new knowledge.

The study may influence teachers’ use of ICT in education, based on a better understanding of students’ use.

The study may lead to a better understanding of teachers’ and students’ different perspectives and a more enhanced and sustainable in-school use of ICT.

The originality is that teachers’ and students’ views and use of ICT in education are examined at the same time. The paper contributes new knowledge about how teachers and students conceptualise and use ICT in upper secondary school practices.

The purpose of this paper is to describe, discuss and analyze forerunner cases from three different decades in workplace concept development in Sweden and Finland and discuss the transformation over time to better facilitate management of office development and disseminate Nordic experiences.

The reflecting paper is discussing the development of workplace concepts. It is based on case studies collected from 1980s to the new millennium. The reflection is based on the perspective of Nordic culture. The characteristics of the Nordic culture used in the paper are low power distance and individualism.

The evolution from “office as a city” to “city as an office” has taken place in both countries and Nordic cultural values have provided fruitful platform for them. However, the layer of organizational culture in the studied workplaces also has an impact on the development and implication of the concepts.

The selection of case studies is limited to two Nordic countries only. The comparison of all five Nordic countries could increase the understanding of Nordic culture and similarities and differences between the countries. The study could be deepened by a more thorough literature review including not only Nordic but also European cases.

The dilemma of management when designing workspaces for the changing world is in that individuals increasingly choose where to work, when, with whom and how. Facilitating that freedom of choice is a balancing act in modern workspace design where people is a scarcer resource than space. It requires an active management that sees their facilities as a part of their system not as a costly box top put it in.

Easy access seems to be the key to the workspace of the future when decision power shifts from organizations to individuals. Simultaneously, individuals need to take more and more responsibility and action to get their job done: the cases illustrate how this has been done and that the integration and interaction between office concepts and office work will need to be on business agendas.

The perspective of Nordic workplace concept development from 1980s provide the material for future development, without an understanding of the past one cannot understand the future.

The objective of the present research is to explore the construct of perceived sequential service quality in service‐encounter chains.

The study is based on a qualitative approach. Based on two case studies in the Swedish automotive and retail industries, the research applies a six‐dimensional, dual‐perspective construct of sequential service quality. The theoretical framework is derived from the constructs of service quality and service encounter.

The case studies do not indicate any dramatic differences in perceptions of the sequential service‐quality construct – despite the differences that exist between the industries. Although these industries are thus generically different, sequential service quality in service‐encounter chains is recognized as being important in both industries. It is contended that the six‐dimensional construct employed in the present study contributes to the exploration and conceptualization of sequential service quality in service‐encounter chains both from an upstream‐downstream and from a downstream‐upstream perspective. Although some minor differences exist, the overall conclusion is that the construct is valid and useful in understanding and exploring these important issues.

Research and practice needs to extend well beyond single interactive constructs of service quality. The research approach introduced here – of sequential service quality in service‐encounter chains – contributes to an extended research agenda.

The approach might be fruitful in a number of areas for both researchers and practitioners that go beyond the boundaries of the currently accepted constructs and applications of service quality.

The objective is two‐fold. The first is to describe contemporary and future penetration (i.e. analysis and understanding) in service encounter research. The other is to describe contemporary and future abstraction in service quality research.

The paper provides a conceptual discussion of new aspects of research into service encounters and service quality.

There are still flaws in the contemporary penetration of service encounters and the contemporary abstraction of the service quality construct.

Service encounters and service quality pertain not only to human interactions, but also to the interaction between individuals and self‐service technology. The new aspects of service encounters and service quality described here are restricted to the interaction between individuals. It is argued that an extended penetration of service encounters, and an extended abstraction of the service quality construct, taken together, provide great potential for future research opportunities in services marketing.

The aspects of penetration discussed here have the potential to provide a more sophisticated understanding of the complexity and dynamics of service encounters. The aspects of abstraction described here have the potential to contribute to a more sophisticated level of measurement of the service quality construct.

A two‐fold approach is suggested that goes beyond the current state of the art in terms of penetration of service encounters and abstraction of the service quality construct. This is likely to trigger and encourage innovative research designs and alternative methodological approaches to new research problems. This might also stimulate innovative analytical techniques that could produce groundbreaking research findings, with important implications for practice.

Studies of the construct of service quality have traditionally been undertaken from the perspective of the service receiver. More recently, research has focused on both the service provider's perspective and the service receiver's perspective. In addition, there have also been some triadic network approaches to the study of service quality. However, there has been very little research into sequential service quality in service‐encounter chains (that is, consecutive service performances in a series of service encounters). The incorporation of connected service encounters in services management can improve understanding of sequential service quality in service‐encounter chains. This paper provides a customized construct of sequential service quality and highlights the importance of time, context, and performance threshold in service‐encounter chains. Furthermore, the paper presents a generic five‐phase performance process, and a customized six‐dimensional construct of sequential service quality.

Although the performance of services is done at an operative level, service is an important issue for the strategic, tactical, and operative business activities of companies. This paper examines the construct of interactive service quality in service encounters. This is a complex approach that goes beyond the current exploration of the service‐quality construct. Interactive service quality requires the simultaneous consideration of the service provider's perspective and the service receiver's perspective. The study was conducted in the Swedish automotive industry and focused on the issues of interactive service quality between a vehicle manufacturer and a selection of its most important suppliers. The major contributions of the research provide an on‐the‐spot account of interactive service quality. The paper provides theoretical and managerial implications of the construct of interactive service quality in service encounters.

The objective of this paper is to describe a conceptual framework that addresses the interactive interface of service quality in service encounters.

A conceptual framework is described and discussed in relation to previous research efforts in the field.

Service encounters have been largely researched as a non‐interactive phenomenon. This means that the complexity and dynamics of the construct have not been sufficiently explored. Researchers have described the construct of service quality in different empirical contexts and have developed different models and dimensions – all of which tend to be derived from the service receiver's perspective.

In making the description, the framework acknowledges that service encounters and service quality pertain not only to human interactions, but also involve interaction between individuals and self‐service technology. It may also to some extent serve as a fundamental to scholars in their quest for generic structures across contexts, and over time to explore the interactive interface of service quality in service encounters. In addition, the framework may be used to position previous, ongoing and forthcoming research efforts of service quality.

The conceptual framework may contribute to describe and enhance operative service performances in service encounters.

The framework may contribute to describe and conceptualize the interactive interface of service quality in service encounters. The idea has been to convert some of the theory‐oriented knowledge of service performance in literature into a framework applicable to both scholars and practitioners.