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Purpose – This chapter examines an episode of pretend play amongst a group of young girls in an elementary school in Australia, highlighting how they interact within the membership categorization device ‘family’ to manage their social and power relationships.

Approach – Using conversation analysis and membership categorization analysis, an episode of video-recorded interaction that occurs amongst a group of four young girls is analyzed.

Findings – As disputes arise amongst the girls, the mother category is produced as authoritative through authoritative actions by the girl in the category of mother, and displays of subordination on the part of the other children, in the categories of sister, dog and cat.

Value of paper – Examining play as a social practice provides insight into the social worlds of children. The analysis shows how the children draw upon and co-construct family-style relationships in a pretend play context, in ways that enable them to build and organize peer interaction. Authority is highlighted as a joint accomplishment that is part of the social and moral order continuously being negotiated by the children. The authority of the mother category is produced and oriented to as a means of managing the disputes within the pretend frame of play.

In this keynote address, I use Georg Simmel’s sociology of social forms approach to amend Erving Goffman’s interaction order perspective into a contemporary analytical framework for empirical analysis of everyday life in our twenty-first century mediated social order. For Goffman, the interaction order provides a foundational basis for social order. As a cornerstone of the human condition, Goffman maintained that most of us spend our daily lives in the direct presence of others. However, rapid advancements in interactive media formats in the last few decades have given rise to an unprecedented twenty-first century interaction order. Many of us now also spend our everyday lives in the mediated presence of others, the effects of which parallel those of face-to-face interaction in importance. These changes, I contend, provide a necessary occasion to reimagine Goffman’s interaction order. In what follows, I first provide a brief synopsis of Goffman’s interaction order. Next, I outline the twenty-first century interaction order and illustrate the importance of Simmel’s formal sociology in amending Goffman’s original framework in relation to this unforeseen order. Finally, to highlight a few key points – I incorporate empirical examples from my work as it relates to police legitimacy. I conclude with some suggestions for future research and note a few limitations.

Briefly reviews previous literature by the author before presenting an original 12 step system integration protocol designed to ensure the success of companies or countries in their efforts to develop and market new products. Looks at the issues from different strategic levels such as corporate, international, military and economic. Presents 31 case studies, including the success of Japan in microchips to the failure of Xerox to sell its invention of the Alto personal computer 3 years before Apple: from the success in DNA and Superconductor research to the success of Sunbeam in inventing and marketing food processors: and from the daring invention and production of atomic energy for survival to the successes of sewing machine inventor Howe in co‐operating on patents to compete in markets. Includes 306 questions and answers in order to qualify concepts introduced.

The purpose of this paper is to offer a consumer‐centric perspective on experiences and interactions that is consistent with the foundational premises of the service‐dominant logic of marketing, and which incorporates an increased understanding of the value derived from consumer‐to‐consumer (C2C) interactions.

The paper offers a reoriented framework and process consumer experience modeling (CEM) for analyzing consumer interactions in experience domains. CEM uses qualitative analysis methods and software, underpinned by constructs relating to first‐, second‐ and third‐order interactions undertaken by consumers. It is illustrated with reference to the “gap year travel” experience domain.

The approach offers a means for identifying value enhancers and inhibitors for consumers. It provides, for organizations, a representation of consumer perspectives on interactions, giving due regard to C2C interactions. The example of the gap year travel experience demonstrates how this information can be used to inform the nature and emphasis of future marketing initiatives of organizations that are operating within the experience domain.

The framework and some of its key concepts require verification in other experience domains to test their robustness. The increased availability of consumer “voice” data (via blogs, etc.) offers great opportunities for the development of consumer‐centric approaches to experience analysis.

This work represents one of the first reported attempts to adopt an empirical approach to issues that have been raised by the foundational premises of the service‐dominant logic of marketing, and consider, and provide a structure to interactions and experiences from a consumer perspective.

The purpose of this paper is to examine the concept of agency on basis of a pragmatist philosophy framework of analysis. Agency is a key analytical concept in management studies, debated in terms of its theoretical elements and its degree of empirical substantiation. Agency is commonly either assumed to be the case, understood as some generic human capacity to act with integrity, or, alternatively, agency is considered to be derived from social structures, say professional norms or occupational identities acquired through socialization. In contrast, in an attempt to escape the agency/structure model, agency may be considered as what is generated in and through meso-level interactions, constituted as recurrent practices wherein accomplishments in the past serve as the template for new activities that further reinforce agential capacities.

Drawing on the work of pragmatist philosopher Donald Davidson and what he calls the principle of charity, this paper presents an analytical model wherein agency is generated on basis of a shared everyday language wherein beliefs and preferences are constituted and thereafter serve as the basis of agential action.

Davidson’s externalist theory of action is supportive of the theory and study of meso-level interactions and helps to overcome the question whether agency is exogenously given or the effect of social structure.

This paper reviews recent social science literature on agency and introduces pragmatist philosophy concepts to better examine under what conditions social actors can reasonably have faith in an interaction being premised on beliefs that are held on basis of rational and reasonable grounds. This adds to an integrated theory of agency, being of importance for social theory and organizational analysis more specifically.

Increasing personnel costs and labour shortages have pushed retailers to give increasing attention to their intralogistics operations. We study hybrid order picking systems, in which humans and robots share work time, workspace and objectives and are in permanent contact. This necessitates a collaboration of humans and their mechanical coworkers (cobots).

Through a longitudinal case study on individual-level technology adaption, we accompanied a pilot testing of an industrial truck that automatically follows order pickers in their travel direction. Grounded on empirical field research and a unique large-scale data set comprising N = 2,086,260 storage location visits, where N = 57,239 storage location visits were performed in a hybrid setting and N = 2,029,021 in a manual setting, we applied a multilevel model to estimate the impact of this cobot settings on task performance.

We show that cobot settings can reduce the time required for picking tasks by as much as 33.57%. Furthermore, practical factors such as product weight, pick density and travel distance mitigate this effect, suggesting that cobots are especially beneficial for short-distance orders.

Given that the literature on hybrid order picking systems has primarily applied simulation approaches, the study is among the first to provide empirical evidence from a real-world setting. The results are discussed from the perspective of Industry 5.0 and can prevent managers from making investment decisions into ineffective robotic technology.

Purpose – This chapter demonstrates the social organization practices evident in early childhood disputes in order to promote a greater understanding of the role of non-verbal, embodied actions within the dispute process. In doing so, this chapter offers insight into children's co-construction of disputes and has practical implications for early childhood teachers.

Methodology – Ethnomethodology (EM), conversation analysis (CA) and membership categorization analysis (MCA) are applied to the current study of children's disputes in order to offer insight into the sequences of social organization processes evident in children's disagreements.

Findings – This chapter presents a detailed analysis of the everyday disputes which four-year-old children engage in during their morning playtime at a primary school in Wales, UK. It reveals the children's use of physical gestures to support their verbal actions in order to maximize intersubjectivity between the participants. This joint understanding was necessary during the social organization process.

Practical implications – Managing children's physical disputes within an educational context is recognized as a very difficult aspect of a teacher's routine as the timing and level of intervention are so subjective (Bateman, 2011a). This chapter offers insight into the organization of physical disputes between young children, and so enables teachers to make an informed decision in their practice.

To explore the emergent characteristics of IT portfolios in business-to-business (B2B) firms. The goal is to develop a model that clarifies what interaction capabilities B2B firms develop and to what form of IT this corresponds to.

We apply an a priori conceptual framework that is based on the Industrial Marketing and Purchasing (IMP) Group's theoretical focus on business relationships. The framework depicts the business relationship as dealing with uncertainty and equivocality as well as building and upholding reliance and trust. We utilize a case study approach involving a focal firm and ten of its customers and suppliers. Building on 60 interviews, field observations and archival data, we analyze interviewee responses and the complementary data to evaluate the role of IT in supporting or automated various aspects of organizational relationships.

Results show how “high tech” and “high touch” relate to different interaction capabilities, which firms develop based on the characteristics of their business relationships. Although IT is associated with “high tech” and “high touch” interaction capabilities, some forms of IT are deployed to support the former, while other forms support the later. Both forms of technology-enabled interaction capabilities require investment, and firms must balance investment costs against the value created by improved interaction capabilities.

Our findings emphasize the interorganizational perspective (dyadic or network) rather than a solely organizational perspective for understanding IT portfolio development. This perspective is presented through an emergent tech–touch interaction capability model that shows how B2B firms can align their IT portfolio based on the specific characteristics of their business relationships.