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In this chapter, we consider the possibility that a firm may use costly resources to improve its technical efficiency. Results from static analyses imply that technical efficiency is determined by the configuration of factor prices. A dynamic model of the firm is developed under the assumption that managerial skill contributes to technical efficiency. Dynamic analysis shows that the firm can never be technically efficient if it maximizes profits, the steady state is always inefficient, and it is locally stable. In terms of empirical analysis, we show how likelihood-based methods can be used to uncover, in a semi-non-parametric manner, important features of the inefficiency-management relationship using a flexible functional form accounting for the endogeneity of inputs in a production function. Managerial compensation can also be identified and estimated using the new techniques. The new empirical methodology is applied in a data set previously analyzed by Bloom and van Reenen (2007) on managerial practices of manufacturing firms in the UK, US, France and Germany.

This study aims to expand the theory of organisational citizenship behaviour (OCB) to include “exterior” behaviours. By advancing the work of Blake and Mouton (1964) and remapping the performance/OCB dimensions offered in the historical literature, a new holistic model of organisational performance is proposed. As a further step, a decision-making tool is proposed for managerial decision-making and to help predict employee performance.

The paper adopts a critical review and conceptual approach to explore historical OCB theories and task performance (TP) taxonomies. It then used Blake and Mouton’s managerial grid to construct a contemporary conceptual tool for managerial decision-making.

Despite the performance literature not lacking in quantity, a few of such research have led to a pragmatic managerial tool. The review reveals several confusions regarding the accurate classification of what actually constitutes OCB and what constitutes TP – this gap is filled by the introduction of the OCB model for managerial decision-making (OMMD).

The current work expands our thinking on OCBs that can occur outside the organisation. These exterior behaviours can influence the organisation’s performance and must be managed just like any other performance metric. The OMMD, primarily based on OCB and TP, provides an initial framework for exploring different typologies of employees. Despite being based on several cogent performance literatures, the proposals have not been tested empirically.

Like the Blake and Mouton model, the new OMMD can be useful in estimating the proportions of employee OCBs and TP.

Culture and social exchange theory can be seen as playing a role in separating TP from OCB.

This study extends the work of Bateman and Organ (1983) by suggesting that some work behaviours can occur outside the organisation. Besides, a decision-making proposal is offered based on the managerial grid framework (Blake and Mouton, 1964).

In this study, the authors build on the current frameworks of happiness provided by the PERMA model, the World Happiness Report Index and the theoretical framework provided by the proponents of job-satisfaction model, motivation, employee engagement and commitment. The authors argue that, the existing theoretical framework in the management and the HR literature are just different aspects of a common goal – happiness. This position is consistent with the overall happiness projects championed by governments across the world, including the UK, Bhutan, several Scandinavian nations and essentially the United Arab Emirates. A chasm that currently exists in the literature is the availability of a universally acceptable definition for happiness and protocols for measuring happiness. The authors conclude that more research is required to keep pace with industry development relating to employee happiness initiatives.

Using quasi-literature review, the authors analysed selected studies on the theory of happiness to identify how each have treated the concept of happiness in organisations.

It is erroneous to promote national or international happiness initiatives without starting from the micro level – in this case, the institutions of society should start measuring happiness from the micro level to help understand what happiness actually means.

As an opinion piece, its recommendations need to be applied cautiously.

Till date, only a few studies have explored the concept of happiness from micro-organisational level.

Construction material management plays a significant role in achieving successful project delivery of a construction project. However, ineffective material management is a critical issue in the construction industry, especially in developing economies, of which Sri Lanka is not an exception. Therefore, this study aims to focus on exploring the causes of ineffective material management practices in civil engineering construction projects in Sri Lanka and their impact on successful project delivery.

Furthermore, the literature findings were validated through the preliminary survey. Subsequently, a quantitative research approach was adopted to pursue the research aim. Questionnaire responses were obtained from 215 construction professionals in civil engineering projects who were selected using the judgemental and snowball sampling techniques. Collected data were analysed through Statistical Package for the Social Sciences (SPSS) V26 and Microsoft Excel 2016.

Moreover, the study revealed that material price fluctuation, shortage of material in the market, delay in material procurement, inadequate planning and delays in material delivery are the most frequent causes of ineffective material management in civil engineering projects. In addition, it was evidenced that most ineffective material management practices cause both time and cost overruns in civil engineering construction projects. Most respondents emphasized inadequate planning, inadequate qualified and experienced staff, lack of supervision and lack of leadership as the causes for both time and cost overruns.

The study was concluded by proposing strategies for effective material management. Education/training/enlightenment of staff in charge of materials management, use of software like Microsoft Project, Primavera and similar software to eliminate manual errors in material management, and providing clear specifications to suppliers were the most agreed strategies for effective material management in civil engineering construction projects.

The main purpose of this paper is to explore innovative ideas for a sustainable fashion supply chain in the future by focusing on investigating the impacts of COVID-19 on the fashion supply chain and review sustainable supply chain.

A systematic literature review (SLR) and a case study have been undertaken to explore the innovative ideas for a sustainable fashion supply chain developed after the COVID-19 outbreak. Having conducted a comprehensive literature search in electronic databases Google Scholar, Emerald Insight, ScienceDirect and ProQuest, 69 articles were selected and reviewed. A case of the Kering Group was used to explain the results.

This paper highlighted the basic concepts of a sustainable supply chain, reviewed the 10 principles of the United Nation Global Compact and their connections to promoting supply chain sustainability, as well as the three components of a sustainable supply chain: green supply chain, transparent supply chain and circular supply chain. Based on the results of a SLR and a real case of Kering Group, the paper identified 12 innovative ideas for a sustainable fashion supply chain: (1) biodegradable and natural materials, (2) textile recycling, (3) nearshoring, (4) artificial intelligence (AI), (5) robot, (6) 3D printing, (7) Internet of Things, (8) blockchain, (9) reverse resources; (10) bio-packaging, (11) augmented reality (AR) and virtual reality (VR) and (12) digital runway.

The epidemiological situations of the COVID-19 pandemic and the corresponding innovative ideas for a sustainable supply chain may change over time. While this paper provides a comprehensive literature review and case study, further research is needed to evaluate the effectiveness of current efforts in the development of a sustainable fashion supply chain through collecting both quantitative and qualitative data.

Embracing the issues from the COVID-19 pandemic, the results of this study are further explained by the case of Kering Group in the fashion industry. The managerial implications of the results and discussion are the need to adopt innovative ideas for a more sustainable fashion supply chain in the future. The success of sustainable supply chains work by leveraging the best available technologies such as robot, 3D printing, AR and VR, setting consistent standards for sustainability such as Environmental Profit and Loss and Kering & Textile Exchange and communicating with all parties throughout the supply chain, such as blockchain and AI. Investment in developing technology and innovative ideas will be the key of future to supply chain sustainability. Nonetheless, the specific approach used by each organization must be tailored to its characteristics, goals and circumstances.

Bringing upon unprecedented challenges, the pandemic has shown both companies and consumers just how fragile our planet is. Thus, to protect our planet in the long run, we need to not only make businesses more sustainable but also live more eco-friendly lifestyles.

To the best of the authors’ knowledge, this is the first work that conducts a systemic review of the relevant academic journal articles addressed to the managerial audience on sustainable (fashion) supply chain. In addition, this paper also adds some consideration to this gap by exploring the innovative ideas for a sustainable fashion supply chain in the future and using a case to illustrate how these ideas can be put in a real-life context. This paper discusses the impact of COVID-19 on different stages of the supply chain and gives innovative ideas that can be used in response to the changing epidemiological situations of the pandemic.

Service businesses are struggling with customer demands for better quality service and managerial demands for cost reduction. There is evidence to suggest that service businesses are in practice failing on both these counts, seeing increased costs and reductions in service quality. The application of lean production approaches to the service context has been suggested as a means to resolve these problems, reducing costs and improving quality. Despite the validation of lean approaches in the product‐service context, the application of lean approaches in the pure service environment remains largely untested. The purpose of this paper is to assess the suitability of lean production methodologies in the pure service context.

Three financial service companies in the UK were followed through a common programme of lean transformation. The improvements observed in each company were recorded. The change programme is evaluated to determine the “leanness” of the initiatives. The suitability of lean for the service context is discussed.

The paper's findings highlight significant improvements in quality and cost positions with minimal investment through adoption of lean tools in the pure service context. The paper proposes the suitability of basic lean methodologies such as value understanding, process mapping and problem solving for the pure service context.

The lean approach is well established in the manufacturing sector and certain product‐service contexts. Evidence on lean in pure service environments is very limited. The paper addresses this shortcoming.

As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences. However, little research has explored the implications of social media use within a hospital context. The purpose of this paper is to investigate a hospital’s customer engagement through social media and its association with customers’ experiential quality. Also, this study examines the role of a hospital’s service characteristics, which could shape the nature of the interactions between patients and the hospital.

Data from 669 hospitals with complete experiential quality and demographic data were collected from multiple sources of secondary data, including the rankings of social media friendly hospitals, the Hospital Compare database, the Center for Medicare and Medicaid (CMS) cost report, the CMS impact file, the Healthcare Information and Management Systems Society Analytics database and the Dartmouth Atlas of Health Care. Specifically, the authors designed the instrumental variable estimate to address the endogeneity issue.

The empirical results suggest a positive association between a hospital’s social media engagement and experiential quality. For hospitals with a high level of service sophistication, the association between online engagement and experiential quality becomes more salient. For hospitals offering various services, offline engagement is a critical predictor of experiential quality.

A hospital with more complex services should make efforts to engage customers through social media for better patient experiences. The sample is selected from databases in the US, and the databases are cross-sectional in nature.

Not all hospitals may be better off improving the patient experience by engaging customers through social media. Therefore, practitioners should exercise caution in applying the study’s results to other contexts and in making causal inferences.

The current study delineates customer engagement through social media into online and offline customer engagement. This study is based on the theory of customer engagement and reflects the development of mobile technology. Moreover, this research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital’s social media and experiential quality.

In the face of growing demand for care and tightening resource constraints, hospitals need to ensure access to care that is affordable and effective. Yet, the multiplicity of objectives is a key challenge in this industry. An understanding of the interrelationships (tradeoffs) between the multiple outcome objectives of care (throughput, experiential and financial performance) and returns to operational inputs (diversification of care) is fundamental to improving access to care that is effective and affordable. This study serves to address this need.

The empirical analysis in the study builds on an output-oriented distance function model and uses a longitudinal panel dataset from 153 hospitals in California.

This study results point to key insights related to output–output tradeoffs along the production frontier. Specifically, the authors find that higher throughput rates may lead to significantly lower levels of experiential quality, and net revenue from operations, accounting for the clinical quality of care. Similarly, the authors’ findings highlight the resource intensity and operational challenges of improving experiential quality of care. In regards to input–output relationships, this study finds diversification of care is associated with increased throughput, improvements in service satisfaction and a corresponding increase in the net revenue from operations.

Highlighting the tradeoffs along the production frontier among the various outcomes of interest (throughput, experiential quality and net revenue from operations), and highlighting the link between diversification of care and care delivery outcomes at the hospital level are key contributions of this study. An understanding of the tradeoffs and returns in healthcare delivery serves to inform policy-making with key managerial implications in the delivery of care.

The measurement of the performance of built assets with the UK National Health Service portfolio is based on simple benchmarking techniques such as £/m2. The purpose of this paper is to examine an alternative approach, which could produce a more informed and balanced approach to performance measurement

The existing benchmarking and clustering techniques used within the NHS are examined. These reveal inadequacies in truly representing asset performance. Data envelopment analysis techniques are applied here to map the estate costs against the outputs of the estate (i.e. number of inpatient days). Operational and maintenance cost data was collated from 15 NHS acute teaching trusts outside of London, these were mapped against two outputs (in‐patient days and occupied beds per available beds) in order to determine how effectively each NHS Trust translates input resources into inpatient days and occupancy of available beds.

The results from the models generate efficiency improvement scores. The scores disclose that the standard deviation of average efficiency in the cluster was 22.38, thus revealing a significant variance in performance. The efficiency values range between 100 and 33.6 per cent. The results provide useful information on the technical efficiency of building assets and allow NHS Trusts to identify where efficiency improvements are necessary within a continuous efficiency analysis framework.

Further work is required on the analysis of other types of hospital buildings within the UK to test the validity of the sample used. Other outputs may also be relevant and should be explored.

This paper was presented to NHS Estates as part of a commissioned report which is now being considered as part of a process to re‐engineer performance measurement within the estate.

The paper adds value in demonstrating the benefits of an established methodology within a new setting, which is the performance of built assets