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Exploding expenditure in health care has led to new reimbursement regulations forcing health care providers to conduct their organisations as business concerns. In order to be competitive providers have started to build networks that allow the delivery of interrelated health services in a well‐adjusted and uniform manner. However, besides strategic agreement, successful networking requires the support of information systems for efficient cooperation and process management in order to deliver efficient day to day service. With serviceflow management we provide a general concept that answers these needs. Based on modelling process patterns and the exchange of XML‐representations of process knowledge and data between service providers, serviceflow management supports organisations in jointly delivering services that cross provider boundaries. Furthermore, it enables flexible handling of processes, which is indispensable in health care. Based on a health care example, we explore the possibilities of serviceflow management and present a Web‐based prototype on the basis of our generic, four‐layered architecture.

Aims to show that workflow management needs to rethink its basis of discussion in order to meet today's challenges and to provide adequate IT support for heterogeneous workflow networks.

First, the need for flexibility in relating resources in workflow management is examined in more detail. Second, some approaches to managing workflows in heterogeneous networks are inspected and it is found that all of these improve flexibility on the basis of contracting services. Third, it is elaborated how processing by contract supports decentralized resource management through dynamically interrelating social and technical services driven by a cycle (“wheel”) of execution and monitoring, evaluation and demand, as well as selecting and contracting.

Conclusions are drawn for systems architecture and implementation to guide the design of internet‐enabled workflow support.

Important questions for the research agenda are: how can one enrich application‐oriented workflow modelling languages in order to describe processes as consisting of heterogeneous services? How should one design and implement workflow engines which enable the turning of the “wheel” with the support of integrating human activities and technical agency as workflow process services?

The idea of processing by contract may lead to new workflow concepts and technology to meet the challenges of an internet economy based on the “pay as you go” principle.

Whereas the workflow paradigm of the past may be phrased as processing by definition, i.e. process execution according to predefined process patterns and resource relations, the idea of processing by contract is suggested, i.e. a mode of process execution driven by recurrent process evaluation and service contracting.

Digital service innovations have enabled service market access, transforming Africa. This paper aims to investigate individual and contextual drivers of experience value of mobile money transfer (MMT) service during post-adoption given impacts of individual/cultural characteristics in Senegal.

Mixed methods. Study 1 qualitatively investigates the effects of individual-contextual drivers on the experience value of MMT and behavioral intentions. Study 2 quantitatively tests the main causal effects between drivers and MMT.

Conceptual models of experience value including ethical and social dimensions proposed in MMT are positively related to behavioral intentions. Need for social interaction (NSI), self-efficacy (SEFF) and social pressure (SP) – sources of experience value creation/destruction – must be integrated into business practices. Results show the indirect positive influence of NSI on behavioral intentions through MMTs experience value. Moreover, traditional cultural orientation (TCO) is a source of value creation/destruction. Managers should build ethical relations with users, integrate social functions in MMT and understand users’ cultural and individual characteristics for better customer relationship management policy.

Few studies examine how MMT experience creates/destroys value in a Sub-Saharan African context, specifically in Senegal. The authors show that SP might destroy value and reveal how individual variables such as SEFF, NSI and TCO affect experience value creation/destruction. Surprisingly, NSI creates value, revealing MMT as hybrid self-service technology.

Profound economic, social, political and environmental problems are cascading across modern civilization in the 21st century. Many of these problems resulted from the prevailing effects of rational economics focused on profit maximization. The purpose of this paper is to reframe the mindsets of scholars, firms and public policy decision-makers through enabling Service Thinking practices.

Marketing, service and allied discipline literature are synthesized, and Raworth's (2018) Doughnut Economics model is adapted to conceptualize and construct the Service Thinking framework.

Service Thinking is defined as a just, mutualistic and human-centered mindset for creating and regenerating service systems that meet the needs of people and the living planet. Service Thinking is enabled by five practices (service empathy, service inclusion, service respect, service integrity and service courage).

Actionable implications are presented for service ecosystem entities to uplift well-being, enhance sustainability and increase prosperity.

Service Thinking practices are shaped by influencing forces (marketing, education and law/policy) and operant service ecosystem resources (motivation–opportunity–ability or MOA), which makes Service Thinking applicable to four economic entities in the service ecosystem: the household, the market, the state and the commons.

This paper examines how intentional mathematics coaching practices can develop teacher professional noticing of “ambitious teaching practices” (NCTM, 2020) through connected, collaborative coaching cycles.

Narrative analysis is used to examine observations of a mathematics coach and novice teacher to better understand the role of the coach in helping teachers attend to ambitious mathematics teaching (AMT) practices.

The initial findings of this study suggest that intentional use of focused goals, iterative coaching cycles and a gradual release model of coaching can support shifts in noticing of AMT from being led by the coach to being facilitated by the teacher.

This study offers new insights into the functions of mathematics coaching that can foster shifts in teacher noticing and practice toward AMT. It contributes to the literature on what mathematics coaching looks and sounds like in the context of conversations with teachers, as well as the potential influence that structured, intentional, ongoing coaching supports can have on teacher noticing.

In view of a lack of understanding of the consequences of performance‐based contracting (PBC), this paper aims to reveal deeper insights into the mechanisms inherent to PBC and explore which benefits and uncertainties may result for providers and customers.

Conducting a comprehensive literature review and drawing on insights from agency theory as a framework, the auhtors analyzed a broad range of academic publications on the benefits and uncertainties of PBC and developed testable propositions from the provider's and the customer's perspective.

With PBC, in comparison to the conventional selling and supporting of machinery or equipment, the manufacturers are more likely to acquire customers for highly innovative technologies, to increase their profit, and to improve customer loyalty. Manufacturers, however, have to deal with uncertain revenues and costs which affect their profit. The customers are more likely to receive increased performance at decreased costs. Concerning the performance, however, the customers enter into an uncertain relationship of dependence.

This is the first paper to analyze the benefits and uncertainties of PBC in manufacturing industries systematically from an agency theory perspective. The paper further develops extant research by outlining the mechanisms of PBC and relating the benefits and uncertainties that are scattered over a broad body of literature. The paper proposes several promising avenues for further research.

Digital trace data provide new opportunities to study how individuals act and interact with others online. One advantage of this type of data is that it measures behavior in a less obtrusive way than surveys, potentially reducing measurement error. However, it is well documented that in observational studies, participants' awareness of being observed can change their behavior, especially when the behavior is considered sensitive. Very little is known regarding this effect in the online realm. Against this background, we studied whether people change their online behavior because digital trace data are being collected.

We analyzed data from a sample of 1,959 members of a German online panel who had consented to the collection of digital trace data about their online browsing and/or mobile app usage. To identify reactivity, we studied change over time in five types of sensitive online behavior.

We found that the frequency and duration with which individuals engage in sensitive behaviors online gradually increases during the first couple of days after the installation of a tracker, mainly individuals who extensively engage in sensitive behavior show this pattern of increase after installation and this change in behavior is limited to certain types of sensitive online behavior.

There is an increased interest in the use of digital trace data in the social sciences and our study is one of the first methodological contributions measuring reactivity in digital trace data measurement.