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The purpose of this study is to make students understand the logic behind and implications of the “Socio-Technical Imbrication Framework” that can help them understand the importance of aligning workforce motivation and capabilities with the modern technology deployed in the organization. Moreover, students will understand the essentiality and criticality of customer satisfaction for the organization.

The technical services operations team at Cotton Web Limited formerly relied on JS Node, e-coordination system, to address customer complaints. There were many bugs in that system as it did not carry along the complaint tracking protocol, was slow in response, fundamentally structured upon manual complaint record keeping that resulted in piling up un-resolved complaints for a longer period of time. The team under the leadership of Mr. Hasan Ali, a competent expert working as GM Research and Data Analytics, undertook detailed analysis of recurring glitches in this system and replaced it with a novel Web-based automated complaint management system at Cotton Web Limited. This entire diagnosis and intervention process took almost three months till completion. The case is written for use in courses in the curriculum of BBA, BBIS, BSIT and BSCS programs at undergraduate level. It is most suitable for the courses in leadership, change management, business process reengineering, soft engineering, team building and business communication.

The case is suitable for teaching at Undergraduate level to the students of BBIS, BBA, BSCS and BSIT students in the last year of their degree programs. Teaching faculty can use case-based methodology for student learning by putting them into a real-life situation faced by an organization and letting them think critically and identify following points for further discussion and clarity: individual or in groups; problem identification through discussion; the stakeholders involved in the company’s situation through presentation or one-pager presentation; case analysis with reaching best solution to prevailing issue at hand through group discussion; reaching a decision or solution with reasonable logic and justification through group discussions; and create further dilemma on the basis of questions unanswered within this case story.

Teaching notes are available for educators only.

CSS 7: Management Science.

The purpose of this paper is to examine the current UK Prevent Agenda 2011 and the possible threat to local communities from such policies which may actually fuel further resentment and make communities less safe and more susceptible to radicalisation and extremism.

The paper presents a short qualitative study that involved members of the Alum Rock community in Birmingham (UK) that had experience of Prevent strategies. The study involved semi‐structured interviews which were conducted with Muslim community members who were involved either directly or indirectly with Prevent programmes in the area of Alum Rock.

The study found that overall Muslim communities within Alum Rock were suspicious of the role of law enforcement agencies and counter‐terrorism policies such as Prevent.

In a short qualitative study and with a small sample size there is clearly a need to do further research and deal with a larger sample size that would demonstrate a more representative view of the community.

This study can help inform and improve the counter‐terrorism policy framework which includes Prevent. For example, more emphasis is needed on getting views from Muslim communities through focus groups and interviews which could in turn help build trust between Muslim communities and law enforcement agencies.

There is currently little research on the Prevent Agenda 2011 and the present paper provides an important contribution in understanding the views of Muslim communities in an area which has been the subject of a number of high profile counter‐terrorism operations (for example, Operation Gamble involved a number of police raids aimed at foiling a plot to behead a Muslim soldier), Project Champion (where West Midlands police used overt and covert surveillance (CCTV) cameras in predominantly Muslim areas). The data collected could be used as a template for gaining a better understanding of how Muslims feel about Prevent and as such can improve relations between Muslim communities and the police.

Al‐Qaeda poses a major challenge to western democracies with its international networks and suicide attacks; it has been involved in some of the most horrific terrorist attacks across the world. As a result the UK, similar to many other countries, has enacted hard‐line counter‐terrorism legislation that has had an impact upon Muslim community relations with law enforcement agencies. This paper aims to examine the glorification offence under the Terrorism Act and its implications for free speech.

The paper is designed to examine counter‐terrorism legislation in Britain and in particular the offence of glorification and the impact it has had upon Muslim communities using empirical case studies and theoretical evidence.

It is found that Muslim communities feel that their freedom of speech, thought and expression have been seriously curtailed as a result of the glorification offence and has led them to feel a sense of alienation and stigma which has manifested itself in the community by not trusting law enforcement agencies and counter‐terrorism policies.

In order to build trust with the Muslim community law enforcement agencies such as the police need to ensure that they do not disproportionately use their power of arrest under the guise of combating terrorism. Therefore, there is a need for law enforcement agencies to improve their internal and external structures through a process of engagement and understanding Muslim communities which would help rebuild trust and confidence.

The paper examines counter‐terrorism legislation and provides a theoretical framework for how policy should be shaped in the area of counter‐terrorism. Currently the literature available concerning the new government reforms and the glorification offence under the Terrorism Act is limited and thus this paper provides a unique contribution towards understanding this offence in more detail and the impact it may have upon Muslim communities and civil liberties.

Purpose – UK laws surrounding the duty to prevent individuals being drawn into terrorism often focus on the need to safeguard the populace from exploitation by terrorist or extremist groups. It is within this context that countering violent extremism (CVE) work often takes place. This chapter explores how this legal duty shapes CVE projects in the UK, drawing on practitioner’s perspectives.

Methods – Writing from the perspective of practitioners from ConnectFutures, an organization that has been operating since 2013 in the UK and internationally, who advocate for a contextual safeguarding approach to provide a more holistic attitude to the prevention of violent extremism and exploitation.

Findings – Exploring the intersections between multiple forms of criminal exploitation, as well as engaging in the spaces and places young people experience harm, allows practitioners working in the CVE space to contribute to the protection of individuals from terrorist and extremist radicalization.

Originality/Value – Applying the new developed contextual safeguarding framework to CVE projects provides a contemporary and alternative ways to conduct CVE work. The chapter provides overviews of three CVE projects running with young people today in the UK, exploring how the new frameworks are adopted within these programs, all designed to address the complex causes of violent extremism.

The purpose of this paper is to find the impact of food price volatility on child health and education attainment in urban areas of Pakistan. This research also compares the two variables among the two time periods: the period of low volatile food prices (2014‒2015) and the period of high volatile food prices (2013‒2014). The rate of child immunization and the rate of child school attendance are used as proxies for child health and child education, respectively.

This study employs propensity score matching (PSM) technique introduced by Rosenbaum and Rubin (1983), to overcome the selection bias problem in the observational studies.

The closing part of the paper concludes that both the rate of child immunization and the rate of child school attendance are significantly poorer for the households of Pakistan in the control period (of high food price volatility) as compared to the treated period (of low food price volatility). After controlling the problem of selection bias through PSM technique, it is found that there is a further increase in the rate of child immunization and the rate of child school attendance. It proves that the data were biased before applying the matching technique.

This study lengthens the literature by identifying the impact of food price volatility on child health and education of urban households of Pakistan, using high frequency data of PSLM/HIES, with the help of semi-parametric technique of matching. This type of micro-level research has not been conducted (nationally or internationally) so far; therefore, it would possibly open a sphere for policy makers to implement the suitable policies.

The peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-04-2019-0275.

This study defines a three-angled research plan to intensify the knowledge and development undergoing in the retail sector. It proposes a theoretical framework of the customer journey to explain the customers' intent to adopt artificial intelligence (AI) and machine learning (ML) as a protective measure for interaction between the customer and the brand.

This study presents a research agenda from three-dimensional online search, ML and AI algorithms. This paper enhances the readers' understanding by reviewing the literature present in utilizing AI in the customer journey and presenting a theoretical framework.

Using AI tools like Chatbots, Recommenders, Virtual Assistance and Interactive Voice Recognition (IVR) helps create improved brand awareness, better customer relationships marketing and personalized product modification.

This study intends to identify a research plan based on investigating customer journey trends in today's changing times with AI incorporation. The research provides a novel model framework of the customer journey by directing customers into different stages and providing different touchpoints in each stage, all supported with AI and ML.

This study aims to examine the moderating effect of sustainability marketing on brand loyalty of brands that advertise their sustainable development agenda goals. The study highlights the mediating effect of brand love having cognitive antecedents of brand authenticity, popularity and congruence with private and social self of the consumer.

A mall intercept survey was used to collect data from consumers who use brands that embrace sustainable marketing strategies. Only those brands were selected which are popular as well as advertise sustainable practices in their brand communication (mainstream and social media). The data was self-administered by trained research assistants, who gathered data from a sample of 350 respondents.

The findings revealed that the popularity and authenticity of a brand play an essential role in developing brand love and later influences brand loyalty behavior. A larger effect is seen on brand love when there is congruence of private and social self with the brand. The brand has even a stronger relationship with brand loyalty when moderated by sustainability marketing.

Brand love has the potential for long-term influences, only if sustainability marketing is used as a backbone. Brand managers should target an authenticity-seeking segment of consumers, who once convinced can lead to repeat business and brand loyalty and reduce dissonance. As sustainability marketing provides multiple benefits, genuine branding strategies should be devised that amalgamate into a single message spun around sustainability concerns and connecting the ethos of authenticity, popularity and self-expression. Future research may take into consideration more categories than this study on clothing, and consumer goods, adopting a mixed-methods approach. Moreover, a range of potential antecedents of brand love can be determined along with potential outcomes when aligned with external efforts such as sustainability, corporate social responsibility and international investment.

To the best of the authors’ knowledge, this is the first study investigating the moderating role of sustainability marketing on the relationship between brand love and brand loyalty and the mediating role of brand love between brand authenticity, popularity, social/private-self-expression and brand loyalty. It is also the first study documenting how sustainability marketing reinforces the brand loyalty for popular brands in developing countries like Pakistan. This study fills a research gap as it expands the existing literature on sustainability marketing and brand love that is generally focused on brand dimensions and not the brand communications and thus has not reached similar results.

The purpose of this paper is to explore/investigate various issues of teachers ' motivation in public sector Higher Educational Institutions of Pakistan.

This is an exploratory research where surveys have been conducted in the well known public sector Universities of Pakistan; primary data have been collected through questionnaire and in depth face to face interviews.

Findings of the research have shown that although compensation packages and financial incentives are important factors for employees in the competitive market environment of the higher education sector but some other factors like job design and working environment, performance management system, and training and development are also significant. The research has also explored various issues being faced by teachers in public sector HEIs related to the above mentioned factors.

This study can play a vital role in compelling the higher education authorities to ponder over the motivational issues of teachers in universities. The research can prove to be an effectual document for other worldwide universities where teachers are facing similar issues.