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This paper explores managerial issues in call centres through two intensive case studies in UK organisations, supplemented by interviews with five operations managers in other call centres. The research explores key issues from the perspective of managers, team leaders, and customer‐service agents. Our findings show a growing professionalism among those working in call centres ‐ in keeping with the prominent role played by call centres in the market value chains of many organisations. Managers are under pressure to meet the potentially conflicting goals of customer service and efficiency in variable circumstances which cause the work load on call centres to alter significantly. In this environment, decisions on the use of technology, and on the roles, skills, and competencies of customer agents, are critical. So too are the ways in which human resource practices are employed in this relatively new and fast‐growing form of organisation.

We analyze the determinants of the cyclical position in some Baltics and South-Eastern European countries as well as peripheral European countries over the period 2000–2013. Specifically, we consider a sample of eight economies: Croatia, Estonia, Latvia, and Lithuania for the sub-sample of Baltics and South-Eastern European economies; and Greece, Ireland, Portugal, and Spain for the sub-sample covering EMU peripheral countries. To this end, we proceed in two steps. In the first, we simulate Taylor rules for each studied countries in order to see to what extent the effective monetary policy has suffered from an expansionary bias. Such analysis is conducted for both peripheral and Central, Eastern, and South-Eastern Europe (CESE) countries. In a second step, we compare the simulated Taylor rules for our selected CESE countries with the Eurozone Taylor rule. Our contribution is threefold. First we show that the ineffectiveness of monetary policy to face imbalances – and especially financial imbalances – suggest that the EU should adopt macroprudential measures. Second, the experience of CESE and Peripheral countries suggests that fiscal policy has tended to be pro-cyclical or at least neutral. Third, we underline the importance of using the Macroeconomic Imbalance Procedure as a tool to implement automatic adjustment mechanisms.

Reports on a conference held in 1989 in Wisconsin, which focused on the topic of providing better access to information for people with disabilities. According to the author, the conference concentrated mainly on those with vision‐related difficulties. Summarizes two of the speeches made at the conference and examines some of the technology on display. Stresses the need for adaptive technology to enable people with a disability to access the increasing amounts of computer technology in everyday life.

Competitive intelligence (CI) includes all the information and knowledge in a business. It enables the creation, perpetuation and transmission of knowledge coming from markets and corporate stakeholders. Therefore, it seems appropriate to consider the following question: what are the levers of a CI process on knowledge management in a coopetitive context? The paper aims to discuss this issue.

To answer this question, the authors conducted an empirical study with a sample of 153 high-tech firms in Europe.

The results identify four business groups according to levels of monitoring and cooperation between firms, and three types of supervision in business networks.

This paper brings together the concepts of knowledge management and CI within firms that have adopted a coopetitive behaviour.

Communications regarding this column should be addressed to Mrs. Cheney, Peabody Library School, Nashville, Tenn. 37203. Mrs. Cheney does not sell the books listed here. They are available through normal trade sources. Mrs. Cheney, being a member of the editorial board of Pierian Press, will not review Pierian Press reference books in this column. Descriptions of Pierian Press reference books will be included elsewhere in this publication.

Drawing from social capital theory and resource dependence theory, this paper aims to test the relationship between top management team (TMT) government social capital and firm’s innovation performance via firm’s network prestige, and the moderating effect of TMT academic social capital.

The authors collected data from the China Stock Market and Accounting Research Database as well as A-share listed firms’ annual reports, and finally generated a sample of 922 firms and 2,464 firm-years from 2008 to 2014. UCINET 6.0 was used to analyze the data.

The authors find that the government social capital of TMT is positively related to firms’ innovation performance and firms’ network prestige plays a mediating role in this relationship. In addition, TMT academic social capital can strengthen the links between TMT government social capital and innovation performance through firms’ network prestige.

This paper not only contributes to literatures on the mechanism in the relationship between government social capital and firms’ innovation, but also to literatures on the effectiveness of the heterogeneity of firm’s social capital.

SINCE the year 1940, there have appeared two major reports on the Public Library system in Great Britain. The first, “The public library system of Great Britain: a report on its present condition, with proposals for post‐war re‐organisation” by Lionel R. McColvin, appeared in 1942. It suggested sweeping changes in the organisation of the public library system, more radical and far‐reaching than those embodied in the recent recommendations of the Library Association for local government reform. On library co‐operation, the report was equally radical, though certain similarities with the recommendations of the second report are apparent.

This chapter focuses on business and industry networks. All six facets of knowledge networks are described. Three of the six facets have particular importance for these networks, specifically domain, relationships, and how messages are managed and controlled. The authors provide six network profiles, including health care industry networks, fashion industry networks, technology industry networks, food production industry networks, building industry networks, and transportation industry networks.