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Customer service has become an increasingly popular means of securing competitive advantage. This empirical study describes a methodology for measuring and representing achievement in company service attributes in such a way as to facilitate the improvement of service given to customers.

The authors review the German voluntary turnover literature and examine how it reflects and extends the overall knowledge of employee turnover. First, the authors describe legal, institutional, and cultural influences specific to Germany that may affect voluntary turnover and its relationships with antecedents and outcomes. The authors then explain how research paradigms, which in German turnover research are primarily embedded in sociology and labor economics and to a lesser degree psychology and management, affect the lens by which voluntary turnover is examined. For instance, the variety of research perspectives leads to a variety of research questions, theories, data, and methodological approaches. Using these diverse perspectives, the authors explain how measurement and data quality concerns may hamper the understanding of turnover in cross-country/cross-cultural comparisons. This review further reveals many similarities with US-based turnover research, regarding the theories, methods, and results. The authors also find that turnover levels are, on average, considerably lower in Germany than in Anglo-Saxon labor markets. The authors suggest that the industry structure in Germany, coined by its strong and traditionally organized “Mittelstand” companies, may partly drive these findings. The authors close by identifying several research opportunities, available through advances in technology to improve the matching process, nonstandard work arrangements (such as in the gig economy), and a broader perspective on institutional peculiarities.

Industry 4.0 is assumed to yield extensive industry-spanning opportunities. However, exploiting these opportunities requires a targeted implementation of Industry 4.0. The purpose of this paper is to generate a deeper understanding of relevant implementation action. Existing recommendations are mostly general, highly aggregated and difficult to grasp. Yet, specific and concrete actions that need to be taken to accelerate the realization of Industry 4.0 are essential.

The article uses 13 semi-structured in-depth expert interviews as the source of empirical data. The interviews were conducted with managers from Industry 4.0-experienced German manufacturing companies. All interviews are analyzed using qualitative content analysis.

The study reveals relevant and targeted aspects for Industry 4.0 implementation: the development of Industry 4.0-specific know-how, securing financial resources, integrating employees into the implementation process and establishing an open-minded and flexible corporate culture. Further aspects include comprehensive planning processes, cooperation with external partners, proper handling of data interfaces, interdisciplinary communication, an adaptable organizational structure and data security.

The paper is limited to German manufacturing enterprises and should be transferred to other industries and countries.

The study supports managers to effectively implement Industry 4.0 within their organizations and consequently benefit from Industry 4.0 and derives recommendations for future research.

The paper is among the first to give specific and concrete examples for lessons learned from Industry 4.0 implementation, directly obtained from industrial application.

With the rise of social media, the practice of innovation management is changing rapidly as well. While the opening up of corporate innovation processes can be observed in literature as well as in practice (commonly known as “Open Innovation”), we draw the reader’s attention to the strategic potential of social media in innovation management. For this, a conceptual framework will be introduced.

In this chapter, we compare established concepts of knowledge management to potentials of social media in this field, which offer more efficient and promising ways to integrate external knowledge into innovation processes. This approach is discussed by considering the integration of customers and especially Lead-Users into corporate product development. Based on the concept of Open Innovation, we reflect the role of Lead-Users in the innovation process critically. Mounting on our reflections, we show the potentials of social media for integrating Lead-Users and develop a conceptual framework for the integration of Lead-Users using different social media applications.

In this paper, a conceptual framework for integrating Lead-Users by using different social media applications is developed and introduced.

The unique conceptual framework derived in this chapter is enriched with a discussion of the challenges resulting from the implementation of Lead-User integration along with social media in corporate innovation management. The chapter can help companies as well as researchers to implement a process for the integration of Lead-Users by using the potentials of social media applications.

Purpose – The purpose of this chapter is to use the particulars of a single case study (Vietnam) to underscore common pitfalls that several governments have made during the emerging and concentrated stages in their policy responses to the HIV/AIDS epidemic and to underscore much needed actions in the HIV/AIDS prevention realm.

Methods – Literature syntheses, policy reports, interviews with in-country stakeholders, and a case study approach are used to explore key issues regarding common government missteps at the concentrated epidemic phase.

Findings – These include coverage of the history of social ills in the country and how these intersect with – first, myths about the spread of HIV within a given region; second, inadequate intervention with high-risk groups and lack of consideration of the ways in which high-risk groups interact with the general population (neglect of bridge populations); and third, poor emphasis on women and young women, who are disproportionately affected by key epidemic transitions, particularly the transition from emerging to the concentrated epidemic phase.

Contribution to the field – Documenting policy lessons in emerging and concentrated epidemics is urgent and can assist within and across nations to help control the spread of HIV/AIDS.

Global/national policy planning is guided by economic methods and predictions of growth, where indicators of success are measured according to a dominant view of progress and sustainable development. Yet, despite widespread ratification of the Declaration on the Rights of Indigenous Peoples, Indigenous Peoples remain unrepresented in this dominant view. The structural and historical forces informing global policy thus inadvertently produce a pathway of development that is characterized by political, economic, and social exclusion where Indigenous Peoples’ agency, heritage, and culture remain marginalized. I argue that socio-cultural nuance (“the complete story”) is critical to policy planning if we are to honor the principal aim of the Sustainable Development Goals – “leave no-one behind”. This and other policy frameworks need an approach that is neither framed by Eurocentric objectives nor bound by measurable indicators. This requires consideration of Indigenous Worldviews in a way that mediates diverse social, economic, and political factors. In this chapter, I examine the limitations in current policy consultation practice, with a specific focus on the extractive industries sector, and examine the ways in which engagement with Indigenous Peoples’ “complete story” might inform policy in the pursuit of a sustainable development that leaves no-one behind and creates a bridge between dominant and marginalized forms of knowledge.

New developments in trust‐based working time systems (i.e. systems whereby managers formally devolve their responsibilities for monitoring working time) in Germany are examined. A picture of these systems is presented and the main debates reviewed. It is argued that the successful introduction of such systems is contingent on a number of inter‐related factors. These are: company size and management style, external and internal pressures and effective employee representation. It is concluded that such systems are most likely to be successful in larger organisations and that effective employee representation is a key requirement. Current circumstances are not necessarily conducive to the rapid spread of trust‐based working time systems.

Some studies and reports have recently suggested using blockchain technology to improve transparency and trust in humanitarian supply chains (HSCs). However, evidence-based studies to display the utility and applicability of blockchains in HSCs are missing in the literature. This paper aims to investigate the key drivers and barriers of blockchain application to HSCs and explore whether evidence could support that the application of blockchain improves transparency and trust in HSCs.

This paper puts forward a two-stage approach to explore the blockchain application in HSCs: an initial exploration of humanitarian practitioners and academicians interested in blockchain through focus group discussions; semi-structured interviews with practitioners involved at the UK Department for International Development's Humanitarian Supply Blockchain pilot project.

First, we found that main drivers include accountability, visibility, traceability, trust, collaboration, time efficiency, reducing administrative work and cross-sector partnership. Main barriers, however, are composed of engagement issues, lack of technical skills and training, lack of resources, privacy concerns, regulatory problems, pilot scalability issues and governance challenges. Second, evidence from our case study revealed the blockchain application could have added value to improve visibility and traceability, thus contributing to improve transparency. Concerning trust, evidence supports that blockchain could enhance both commitment and swift trust in the pilot study.

Our study contributes to a more understanding of added values and challenges of blockchain application to HSCs and creates a perspective for humanitarian decision-makers.

This study provides the first evidence from the actual application of blockchain technology in HSCs. The study discovered that it is still less evident in many humanitarian organizations, including medium- and small-sized nongovernmental organizations, that they engage in a direct deployment of in-house or customized blockchain-based HSC. Instead, these actors are more likely to indirectly use blockchain in HSCs through a private commercial partner.

The purpose of this paper is to examine the classic characteristics of highly cited articles (HCAs) of top-ranked library and information science (LIS) journals and get acquainted with the high-quality works in specific areas of LIS for distinguishing what gets cited and who the prolific authors are.

The HCAs published across the top four LIS journals were downloaded, coded and a database was developed with basic metadata elements for analysis using bibliometric indicators. Lotka’s Inverse Square Law of Scientific Productivity was applied to assess the author’s productivity of HCA. The content analysis method was also used to find out the emerging areas of research that have sought high citations.

Inferences were drawn for the proposed five number of research questions pertaining to individual productivity, collaboration patterns country and institutional productivity, impactful areas of research. The Netherland found to be the potential player among all the affiliating countries of authors and Loet Leydesdorff tops the list among the prolific authors. It is observed that Lotka’s Classical Law also fits the HCA data set in LIS. “Research impact measurement and research collaboration,” “Social networking” and “Research metrics and citation-based studies” are found to be the emerging areas of LIS research.

Researchers may find a way what gets cited in specific areas of LIS literature and why along with who are the prolific authors.

This study is important from the perspective of the growing research field of the LIS discipline to identify the papers that have influenced others papers as per citation count, spot the active and more impactful topics in LIS research.