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For over two decades, we have known from melding fertility and immigration data, that the population of the United States would become steadily more diverse. Throughout the 1990s it was reported that one in four persons in the nation was a minority. By the time we entered the new millennium, that figure increased to one in three. Now it is predicted that in the year 2030, the emerging majority of Americans will be people of color. No matter the type of library or information agency, in this century all will face the challenge of providing service to population within the context of an entirely new order of pluralism.

Information and communications technology (ICT) offers enormous opportunities for individuals, businesses and society. The application of ICT is equally important to economic and non-economic activities. Researchers have increasingly focused on the adoption and use of ICT by small and medium enterprises (SMEs) as the economic development of a country is largely dependent on them. Following the success of ICT utilisation in SMEs in developed countries, many developing countries are looking to utilise the potential of the technology to develop SMEs. Past studies have shown that the contribution of ICT to the performance of SMEs is not clear and certain. Thus, it is crucial to determine the effectiveness of ICT in generating firm performance since this has implications for SMEs’ expenditure on the technology. This research examines the diffusion of ICT among SMEs with respect to the typical stages from innovation adoption to post-adoption, by analysing the actual usage of ICT and value creation. The mediating effects of integration and utilisation on SME performance are also studied. Grounded in the innovation diffusion literature, institutional theory and resource-based theory, this study has developed a comprehensive integrated research model focused on the research objectives. Following a positivist research paradigm, this study employs a mixed-method research approach. A preliminary conceptual framework is developed through an extensive literature review and is refined by results from an in-depth field study. During the field study, a total of 11 SME owners or decision-makers were interviewed. The recorded interviews were transcribed and analysed using NVivo 10 to refine the model to develop the research hypotheses. The final research model is composed of 30 first-order and five higher-order constructs which involve both reflective and formative measures. Partial least squares-based structural equation modelling (PLS-SEM) is employed to test the theoretical model with a cross-sectional data set of 282 SMEs in Bangladesh. Survey data were collected using a structured questionnaire issued to SMEs selected by applying a stratified random sampling technique. The structural equation modelling utilises a two-step procedure of data analysis. Prior to estimating the structural model, the measurement model is examined for construct validity of the study variables (i.e. convergent and discriminant validity).

The estimates show cognitive evaluation as an important antecedent for expectation which is shaped primarily by the entrepreneurs’ beliefs (perception) and also influenced by the owners’ innovativeness and culture. Culture further influences expectation. The study finds that facilitating condition, environmental pressure and country readiness are important antecedents of expectation and ICT use. The results also reveal that integration and the degree of ICT utilisation significantly affect SMEs’ performance. Surprisingly, the findings do not reveal any significant impact of ICT usage on performance which apparently suggests the possibility of the ICT productivity paradox. However, the analysis finally proves the non-existence of the paradox by demonstrating the mediating role of ICT integration and degree of utilisation explain the influence of information technology (IT) usage on firm performance which is consistent with the resource-based theory. The results suggest that the use of ICT can enhance SMEs’ performance if the technology is integrated and properly utilised. SME owners or managers, interested stakeholders and policy makers may follow the study’s outcomes and focus on ICT integration and degree of utilisation with a view to attaining superior organisational performance.

This study urges concerned business enterprises and government to look at the environmental and cultural factors with a view to achieving ICT usage success in terms of enhanced firm performance. In particular, improving organisational practices and procedures by eliminating the traditional power distance inside organisations and implementing necessary rules and regulations are important actions for managing environmental and cultural uncertainties. The application of a Bengali user interface may help to ensure the productivity of ICT use by SMEs in Bangladesh. Establishing a favourable national technology infrastructure and legal environment may contribute positively to improving the overall situation. This study also suggests some changes and modifications in the country’s existing policies and strategies. The government and policy makers should undertake mass promotional programs to disseminate information about the various uses of computers and their contribution in developing better organisational performance. Organising specialised training programs for SME capacity building may succeed in attaining the motivation for SMEs to use ICT. Ensuring easy access to the technology by providing loans, grants and subsidies is important. Various stakeholders, partners and related organisations should come forward to support government policies and priorities in order to ensure the productive use of ICT among SMEs which finally will help to foster Bangladesh’s economic development.

This study examines whether Revenue Procedure 2003-61 is an improvement over Revenue Procedure 2000-15, in the areas of taxpayers’ expectations for IRS equitable relief decisions and gender-related in-group bias. The survey instrument includes a vignette adapted from a judicial decision. The results show that Rev. Proc. 2003-61 does improve upon Rev. Proc. 2000-15. Furthermore, taxpayers perceive different expectations of what the IRS should do and what the IRS would do in equitable relief decision making. Also, gender-related in-group biases are found to be present for both genders. Tax policy implications regarding equitable relief are discussed.

Understanding the customer has been the focus of attention of businesses and academia for many decades. Starting in 1960s, complex buyer behavior models developed by Nicosia, by Howard and Sheth (1969), were followed by Engel, Blackwell and Miniard in 1978 (Engel, Blackwell, & Miniard, 1990) to understand the buying process, shaping the thoughts today about consumers’ experiences in an omnichannel world. Interest in customer perceptions and expectations (Parasuraman, Berry, & Zeithaml, 1991), SERVQUAL (Parasuraman, Zeithaml, & Leonard, 1985) and SERVPERV (Cronin & Taylor, 1994) moved the academia to discuss the relationship marketing (Morgan & Hunt, 1994; Parvatiyar & Sheth, 1999; Peterson, 1995; Sheth & Parvatiyar, 1995). Wilson’s model (1995) of buyer–seller relationships extended the former models with additional concepts like social bonds, comparison level of alternatives, power roles, technology, structural bonds and cooperation as influencers on relationship development stages. His emphasis reflects a high relevancy in the omnichannel world of customers’ interactions today. Winer (2001), a pioneer to discuss the customer relationship management focused on a database to know about customers’ purchase history and interests. The millennium look at customer lifetime value is again relationship focused. For Fader, Hardie, and Lee (2005) rather the long-term focus of the consumer value and actions are important to understand the loyalty and nonlinear nature of relations. While Reinartz and Kumar (2003) focused on profitable customer lifetime and customer heterogeneity, Verhoef (2003) analyzed the impact of customers’ relationship perceptions and relationship marketing instruments on both customer retention and customer share development. The customer-centric thinking was first discussed by Grönroos (2006) within a new definition of marketing. The service dominant logic (Vargo & Lusch, 2008) resulted in the next highlight, the co-creation of value with customer involvement and customer advisory (Güngör, 2012; Güngör & Bilgin, 2011; Messner, 2007) empowering the customers and giving them the control over the supplier networks. Different factors will be influential at different stages of the buying process of customer clusters. The Web- and non-Web-based customer-centric measures can be multifold. Andersson, Movin, Mähring, Teigland, and Wennberg (2018) and Bank (2018) emphasize the importance of technology readiness focus throughout the customer–supplier journey. The question to be answered is, to which extent the empowered customers and the suppliers of this age are ready to adopt, embrace and finally use new technologies in the omnichannel world of holistic interactions that form new visions, expectations, values and desires in a tremendous speed. Ideas and experiences are shared and exchanged in online communities without the need of the involvement of the suppliers. This “holistic view” challenges firms further through the seamlessness it requires to create unity. Customer-centric research needs a new push for the development of instruments and measures to cope with the consumer decision process challenges. Process thinking is needed to capture the purchasing habits in an omnichannel world and to build a new thought for customer journey experience with the aim to understand technology-linked value propositions of customer clusters to optimize channel interactions. Customer journeys have to focus and describe the online/offline experiences at the hybrid shopping mile, trace the behavioral influential factors of the customers’ and sellers’ world in a technological environment. This chapter will discuss “Technology based Orbit Interactions” for “The Hybrid Shopping Mile and its Customer Journey Mapping” with a “Customer Intelligence Framework.” The outcome of the hybrid customer journey mapping gives orientation for customer-management decisions in developing new approaches.

Purpose – This chapter draws on examples from the United Kingdom where changes in transport policy direction have occurred and considers how lessons that emerge might be applied in China.

Methodology – It is difficult to change the direction of transport policy decisions once embarked upon. The reason for this relates to the high cost and long-term nature of many transport interventions and the complex nature of transport problems which require the introduction of packages of measures rather than individual projects. This complexity that frequently sees changing circumstances can however lead to the adoption of a new policy direction. The issue is how such changes in policy direction can be achieved given the constraints identified. To this end, this chapter presents a series of notable examples of policy change from the transport sector in the United Kingdom to draw lessons from both the development of over-arching transport policies and the implementation of specific transport planning measures as instruments of policy across a geographical range of transport sectors. Specifically it draws on a literature review and presents a series of vignettes to outline the motivations and factors which can be seen to bring about transport policy change in the surface (land) transport sector.

Findings – Specifically the chapter finds that so-called ‘agents of change’ can be categorised as follows:

1.Public and political identification of a problem;2.The emergence of suitable policy ideas or solutions; and3.The occurrence of some kind of event in the policy arena.

Research limitations/implications – From these three categories, lessons are drawn from which policy makers and policy shapers in locations other than the United Kingdom (particularly China) can benefit.

Practical and social implications – The chapter aims to influence the broader debate in terms of delivering transport policy change – with the emergence of agents, most notably the growth of the environmental movement and its influence on policy, a comprehensive research base for policy making and political events at the UK and international level.

Originality – The chapter is based on a number of vignettes that seek to identify the factors that are influential in supporting policy change on a national, area-wide or site-specific basis in the United Kingdom.

Leadership development is a significant issue in public libraries and library administrators debate, among other topics, how to achieve it for the middle-level manager. At the present time, library organizations use leadership and management workshops, seminars, and institutes to assist with managers’ organizational learning processes. Current literature indicates that additional strategies such as career planning, mentoring, networking, acquiring adequate qualifications and experience, professional involvement, and continuing education are used not only to facilitate middle-level managers’ career development, but also to help organizations fill the leadership gaps within their ranks.

In this study, I examined the psychosocial factors of habitus and cultural capital, that rural African American students employ to persist and enroll in college after high school. The purpose of this quantitative inquiry was to gain insights from a rural, Title I, and predominantly African American high school and its influence on students' postsecondary education and how educational preparation programs can provide support to create more equitable outcomes through programs and practice in K-12 settings similar to the school studied. This study used the Survey of Attitudes and Belief (Nora, 2004) to determine the significance of the relationships between the habitus (a student's values and belief systems as developed through one's circumstances or socialized dispositions) and cultural capital (a student's accumulated resources with respect to college, factors that influence college choice). The survey was administered to 184 students at a rural, predominantly African American high school in the south eastern part of the United States. Of the 184 participants, 45% (n = 82) identified as African American and were used in the statistical analysis performed in this chapter. The statistical analysis conducted in this chapter included descriptive analysis, correlation, and multiple linear regression. I found that rural, African American students need additional precollegiate experiences, guidance around colleges and careers, and leadership opportunities.

Although Slovenia is not part of the Western Balkans region, due to the common Yugoslav (SFRY) history, it faces similar problems as the countries of the region do, but attempts to solve them in a unique way, which could be an example for other countries of that region. Consequently, this chapter explains the necessity of global sustainable development and practices of Slovenia from both the theoretical and practical aspects. Specifically, many Slovenian enterprises have developed a socially responsible culture towards a sustainable future; moreover, many greening practices of more and more sustainable, responsible and ethical enterprises can also be readily found in Slovenia. Furthermore, some researchers see Slovenia as a possible model of a social responsibility program or an integral green country that could be an example towards developing in a sustainable manner and showing a path towards a sustainable future of the world.