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In the era of digital disruption and customer loyalty loss, it has become even more important to shape the experience journey of a firm’s stakeholders. The benefits of experience data (XD) analysis for a competitive advantage and firm performance are well proven in the business-to-customer context. Therefore, this study aims to explore the limited exploitation of XD in the business-to-business (B2B) context.

The data of 338 B2B firms is generated through computer-assisted telephone interviewing using a structured interview guideline. A Mann–Whitney U test and binary linear regression are applied to test hypotheses derived from literature.

The results suggest that XD non-collectors see XD increase efficiency, whereas XD collectors view XD strategically beyond customer data. Additionally, the successful application of XD in firms can be fostered by connecting XD with operational data through digitalised processes, strategic usage and data collection at certain defined points of time.

This study contributes to the understanding of XD perception between collectors and non-collectors and develops determinants for the successful application of XD management. Based on the results, B2B marketing executives from academics and practice can foster the implementation of XD management to improve all firm’s stakeholders’ experiences. In this way, this study contributes to the understanding of managing not only customers’ but other stakeholders’ experiences.

The purpose of this paper is to explore the value of utilising a holistic ergonomic approach, covering engineering, cognitive and social perspectives, to cultivate beneficial and productive collaborative information seeking (CIS) systems and environments, specifically with regard to three main CIS pillars (control, communication and awareness).

A qualitative research approach, based on a selective corpus of CIS literature, was utilised to perform a content analysis to note if terms and concepts normally associated with engineering, cognitive and social ergonomics can be used to eliminate terms reflecting issues related to three CIS pillars (control, communication and awareness) that can benefit from a holistic ergonomic approach.

The content analysis revealed that a fairly extensive amount of holistic ergonomic terminology is prominent within the CIS literature, therefore establishing a connection between the two disciplines: CIS and ergonomics. This suggests that CIS system issues could benefit from the insights of a holistic ergonomic approach.

Since this is an exploratory study the scope of CIS literature utilised in the content analysis was limited to a selection considered most important by the authors; this should be supplemented by further research.

Intended to instigate interest in further exploration of the beneficial and productive implications and practical application of holistic ergonomics in designing CIS systems and environments.

This is the first research paper in the Library and Information Science literature that explores the potential of utilising holistic ergonomics to cultivate CIS systems and environments.

Electricity networks in Europe have been experiencing drastic changes driven by deregulation. The old monopoly businesses do not always find it easy to make the required improvements, and some are outsourcing the functions to private service providers. Outsourcing is a fairly new phenomenon in electricity distribution, however, and there are few studies on the subject. The purpose of this paper is to narrow the gap in assessing the affecting factors and the impact in a case involving outsourcing the underground cabling functions of a publicly‐owned network company to a private service provider.

The study is based mainly on qualitative interviews and an expert group session set up to analyse the acquired data. The affecting factors and the outsourcing impact levels were determined in the group discussion, and analysed in accordance with the risk/benefit framework developed, taking account of both the short‐ and long‐term aspects.

Outsourcing in the electricity network industry should be assessed holistically from the perspectives of the outsourcing company and the service provider. The results of outsourcing depend on the function in question, and there are wide differences in how it affects different elements of the organisations involved. A risk/benefit framework provides significant insights into the impacts and increase understanding about the causalities of the phenomenon and the goals of the partners.

The paper provides new knowledge with regard to electricity distribution by illustrating the affecting factors and the impacts of outsourcing. The presented framework gives a holistic picture of the impacts in an analysis of both parties' viewpoints and the short and long time scales in the relationship.

The purpose of this paper is to explore a better understanding of Holistic Debriefing processes from a learning perspective.

During a terror attack in which 69 people were killed and 66 were wounded, a Search and Rescue crew experienced “fear of death” while giving life-saving help to victims of the attack. Afterwards, the crew conducted a Holistic Debriefing. The crew participated in interviews to share their experience of this type of debriefing.

The findings from the Holistic Debriefing sessions suggest that the debriefing process was experienced as positive in terms of social support, emotions and meaning. These experiences are further explained from a learning perspective.

This research was conducted on a small group of individuals experiencing an extreme situation, and findings may not readily generalize to other populations or situations.

Holistic Debriefing has been adopted by an increasing number of squadrons in the Norwegian Air Force.

Holistic Debriefing has been implemented at the Norwegian Air Force Academy, and may be relevant for other units involved in similar operations.

This study is unique when it comes to exploring Holistic Debriefing of rescue personnel in the aftermath of a terror attack. Moreover, Holistic Debriefing is also addressed as a reflection process in order to enhance individual and group learning processes.

Respecting the growing importance of interdependence of knowledge, values and social responsibility, the purpose of this paper is to introduce the concept of knowledge-cum-values management and to show how some soft systems approaches can support interdependence of knowledge and human values resulting in socially responsible innovative behavior, hence in success.

The selected soft systems approaches are used to double-check the usefulness of the requisitely holistic approach to knowledge-cum-values management and innovation. The applied methodology for qualitative analysis is the Dialectical Systems Theory.

One-sidedness, unlike the requisite holism, causes oversights and hence disables innovations as a new users’ benefit. Requisitely holistic knowledge-cum-values management prevents one-sidedness and therefore many oversights; hence it is a valuable driver of innovation. It is supported by social responsibility (exposing the systemic behavior by suggesting interdependence and holistic approach to one’s responsibility for one’s influences on society). By including values and by enabling consideration of interdependence of human values and knowledge, some soft systems approaches support innovative behavior with social responsibility.

Research is limited to theoretical findings resulting from authors’ previous empirical studies. The novel concept “knowledge-cum-values” erases the human dangerous one-sidedness resulting from the irrational rationalistic division of the two. Social responsibility supports informal use of some soft systems theories and diminishes this danger.

The practical application of the selected soft systems approaches and social responsibility offers great possibilities for managers to improve the holism of their innovation processes, driven by knowledge-cum-values management. Fewer oversights are possible and lead to fewer mistakes and more success in the invention-innovation-diffusion processes. No human is rational or emotional only, either as a creator or as a consumer, but this fact is disregarded in the management literature.

Social responsibility shall be considered as an important novel soft-system approach and part of organizational innovative behavior aimed to replace the one-sided approaches prevailing so far and causing crises: the overseen attributes do not cease, but they still impact life and are out of control.

The contribution introduces the new, still insufficiently researched concept of knowledge-cum-values management; it highlights new ways of attaining the requisitely holistic knowledge-cum-values management that enhances enterprise’s innovation capacity by requisite holism, supported by social responsibility.

The purpose of this paper is to investigate how benefits management is applied to office fit‐out projects, in terms of benefits identification, benefits planning, benefits control and benefits realisation.

Three case studies, based in Perth (Western Australia) are investigated based on structured interviews with the project sponsor; and analysis of secondary documentation, such as business cases, briefs, and post‐occupancy evaluations.

There is no coherent, holistic application of benefits management models in office fit‐out projects. There are fragments of benefits management evident from the research, such as benefits identification and planning within business cases and briefs, and benefits realisation through post‐occupancy evaluations.

The research is based on three case studies, so it is not possible to draw any strong generalisations. Future studies are needed to corroborate or contradict the findings in this research.

The results highlight some aspects of benefits management in office fit‐out projects that could be improved, particularly the setting of key performance indicators for benefits, and more formal benefits control and realisation processes.

This research is the first to take the construct of benefits management, which is primarily applied to information systems projects, and investigate its application in building projects.

The concept of utilising greenspace to promote and maintain mental health predates the development of almost all current treatment modalities. Although the use of greenspace as a therapeutic tool decreased throughout the 20th century, research in this area has grown exponentially over the last 20 years. This review examines the theory and increasing evidence base behind the psychological, social and physical health benefits of viewing and interacting with greenspace, and considers some of the common methodological limitations within the literature.Those who use secondary and tertiary care mental health services typically experience secondary problems due to reduced levels of social and physical activity. This review argues that the holistic benefits of greenspace make ecotherapy particularly appropriate for such a population. The review recommends that the effects of ecotherapy on those who use secondary and tertiary mental health care services be explored as part of an effort to redress the absence in the literature of quality studies in this area for this population.

The paper seeks to offer a novel perspective on “deep benefit management” in inclusive business ventures at the Base‐of‐the‐Pyramid (BoP). Furthermore, it explores tensions between social impact creation and financial objectives in multinational corporations (MNCs).

The paper opts for an exploratory research design using empirical data, including an expert interview survey and expert discussions. Data is supplemented by documentary analysis, including corporate publications as well as case and impact studies. The paper applies a nested cross‐case comparison of three sustainability driven initiatives of PHILIPS Electronics.

The paper provides empirical insights on value creation for customers and partners. Findings indicate the need for “external benefit management”. In addition, MNCs can gain financial as well as non‐financial benefits by venturing at the BoP. “Internal benefit management” should consider employee engagement, reputation, and partnering capabilities. Nevertheless, results indicate conflicts between social and financial objectives to which employees respond with “social intrapreneurship”.

Due to the research methodology, results may not be generalized. Future research is encouraged to corroborate findings.

The paper develops deep benefit management as a powerful tool to plan, manage, and assess value creation in inclusive BoP ventures. Further, the paper proposes to establish protective space in MNCs to capitalize on social intrapreneurship.

This study provides an enhanced understanding of benefits of and barriers for inclusive business. Novel insights on social intrapreneurship are provided additionally.

The purpose of this paper is to demonstrate heroism as an embodied system of leadership and well-being. Heroic leadership is presented as a baseline for sustainable futures and global health.

This paper presents an embodied reading of heroic leadership and its sustainable development across five stages. It outlines its core functions, its grounding in self-leadership through physical and mental trauma and its holistic benefits, resulting in the development of the Heroic Leadership Embodiment and Sustainable Development (HLESD) model. The efficacy of HLESD is demonstrated in an empirical case study of heroism promotion and education: the Hero Construction Company and the Heroic Imagination Project.

Heroic leadership is revealed as an emergent, dynamic and distributed form of sustainable development.

This paper demonstrates the critical connections between heroism, sustainability, embodied leadership and well-being and how they stand to benefit from each other, individuals and communities at large.

The implementation of HLESD in educational, counselling and broader contexts in consultation with a wide range of professionals stands to offer significant benefits to pedagogies, clinical practice, holistic therapies and twenty-first-century societies, at both the community and policy level.

The emerging field of heroism science and the use of heroic leadership as an interdisciplinary tool is a novel approach to well-being, which holds immense potential for the imagining and fostering of sustainable personal and collective futures.

The criticisms put forward against economic impact studies lead to a key question: “Is it possible to measure the impact of sporting properties and events in a holistic, conservative, and reliable way?” This research endeavors to build on the academic literature to add to the scope and rigor of economic impact research by proposing an impact assessment process model for practitioners that facilitates employment of a holistic, conservative and reliable impact study and seeks to address these concerns.

Using seven identified key realities that highlight the challenges facing impact studies, and adopting a collaborative self-ethnographic methodological approach, the work highlights lessons learned from four empirical economic impact studies undertaken by the authors over a five-year period.

The study provides a broad view of impact studies, which extend beyond financial implications and provides a more inclusive methodology. Particularly, the proposed impact assessment process model seeks to improve the credibility of impact studies by facilitating a holistic approach that incorporates direct, indirect and intangible impacts.

The proposed model has value to researchers and is designed to improve the overall credibility of economic impact methodology. It also provides a more accurate measure of direct impact while considering intangible and indirect impacts, including social/community impacts.

The proposed model has value to and practitioners and is designed to improve the overall credibility of economic impact methodology. It also provides a more accurate measure of direct impact while considering intangible and indirect impacts, including social/community impacts.

The proposed process model to measure the impact of a sports event is a needed element in the world of funding, managing and implementing events of all sizes.