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COVID-19 accelerated change within the UK retail market. It encouraged the growth of online shopping, providing the necessary demand for grocers to invest in their operations, and transformed the economics of their businesses. As innovative new business models emerged, some existing retailers collapsed leading to significant changes on the high street. Landlords were also affected. As some retail tenants struggled to pay their rents, other parts of the sector prospered and sought additional warehouse capacity to cope with rising demand. Not only does this illustrate how different parts of the retail sector faired during COVID-19, but it also demonstrates how the move online has resulted in the emergence of new opportunities.

Despite service downgrades' undisputed practical relevance, service downgrades (e.g. customers shifting the price tier downward) have received surprisingly little attention from scholars. Previous studies have focussed on either the public policy issue of tiered pricing or optimal pricing by the service provider. Only a few studies have examined why customers shift across different price tiers and how such activities indicate their future behaviour.

Based on customer data collected from a major telecommunications company, the authors use a logistic regression model to investigate how two service modification levers (i.e. transaction- and relationship-level factors) influence the likelihood of service downgrade. The authors apply a survival model to study how service downgrades affect customer churn.

Transaction-level factors such as service usage (e.g. the frequency and recency of underuse experiences) are positively associated with the likelihood of a downgrade. However, relationship-level factors (e.g. relationship duration and customer status) are negatively associated with the likelihood of downgrades. Customers engaging in downgrades are more likely to churn in the future.

The authors focus on downgrade behaviour, which can be perceived as customers' choice to move down the price tier, which likely ruins the service provider's performance. The authors conceptualise two fundamental driving forces behind a service downgrade: the misfits between the actual usage and the service plan chosen and the deteriorating relationships. The authors' empirical findings on the factors influencing downgrades provide insights for service providers seeking to prevent such behaviour.

This study aims to uncover managerial representations of achieving competitive advantage in architectural practices operating within the United Kingdom (UK).

A sequential qualitative methodology is applied, underpinned by nine managerial interviews in five architectural practices, which are analysed using computer-assisted qualitative data analysis software.

In all, 108 representations are identified, with highly rated concepts including reputation, client satisfaction, fees and staff resources discussed in detail. The need for architectural practices to develop a competitive advantage within their sector is increasingly apparent, particularly during times of market turbulence. A total of 20 themes identified are clustered into four main groups focused on People (including Calibre of Staff, Attract Graduates; Qualified Staff); Product (including Emphasis on design, Specialisation, Competitive Fees): Process (including Low Overheads, Office Efficiency) and Potential (Reputation, Ability to Undertake Large Projects, Repeat clients, Ability to expand, Parent Company, Market Understanding and New Offices).

Despite numerous studies conducted on this subject, there has been no research to date documenting managerial representation on achieving competitive advantage in the context of architectural practices in the UK. This paper closes this gap in knowledge by contributing to underlying research on competitive advantage, focusing on the managerial representations within UK architectural practices.

Moving away from the stories of financial disaster we encountered in Chapter 2, Chapter 3 examines what it means for fans when their club is suddenly awash with more financial muscle than some nation-states due to the generosity of a wealthy benefactor who is seemingly more interested in sporting glory than in financial gain. This chapter engages with the notion of the football club as a billionaire’s plaything. Roman Abramovich’s acquisition of Chelsea in 2003 saw the West London club embark on an eye-watering spending spree and a sustained period of on-field successes, one that was unknown in the club’s history to that point. As a result, we take Chelsea during the Abramovich era as a starting point for considering how this model of ownership affects the relationship between fans and the connection that they have with their club. The evident success that financial muscle can bring shows owners what a happy fanbase is capable of, what they are capable of doing, and what they are capable of ignoring. The success of the financially doped teams of the 2000s created a precedent for winning over a fanbase with a successful football club, but nevertheless sat awkwardly with the normative ideals of how a football club should exist in the world and relate to its supporters.

The COVID-19 pandemic provides an opportunity to review net neutrality and the notion that bright light rules are necessary to hold broadband providers from exercising market power. The 2015 Federal Communications Commission (FCC) Open Internet Order asserted that broadband providers have the capability and incentive to harm their customers and third-party service providers. It imposed a set of rules to control broadband providers’ offers, prices, and traffic management. The 2017 FCC vacated all but the transparency provisions of the OIO, restoring the oversight of broadband to the FTC.

This paper offers a review of the evidence regarding the effects of net neutrality regulation, including an investigation of the incidence of violations, or lack thereof, during the 2020 pandemic in the United States. It provides a review of the net neutrality literature and the international research on broadband provider behaviour during COVID-19. The paper presents original research conducted with FCC and FTC reports and a survey of news stories. Brief reviews of federal data on network performance and broadband adoption provide additional context. Given the limited incidence of violations that could be uncovered for the period, the paper suggests why broadband providers behaved opposite to regulatory advocates’ predictions. Contrary to many policy assertions, broadband providers did not block or throttle service, nor did they increase prices arbitrarily or decrease quality. Broadband providers appeared to expand availability, lower broadband prices, and make more networks available, frequently without customer charge. The paper suggests how policy could be updated to reflect the actual behaviour of broadband providers.

This paper offers a practical overview of the U.S. credit cycle and the challenges it poses, along with a perspective on where we seem to be in the cycle in early 2023. Suggestions are then offered for how corporate executives can address cyclical challenges from a corporate strategy perspective.

The United States credit cycle was out into context by following the trend of Moody’s Baa corporate bond yields from January 1919 to November 2022. Under the Moody’s rating system, Baa is the lowest level of investment grade credit, and as such it possesses speculative characteristics that are sensitive to cyclical dynamics. Another reason for choosing Baa credit patterns for analysis is data availability: over 100-years of continuous Baa data is searchable at the U.S. Federal Reserve.

The prior credit cycle wave of progressively lower inflation and interest rates began in 1982 and ended in 2020. The current credit cycle of wave of progressively higher inflation and interest rates will present strategic risks and opportunities that executives will increasingly have to deal with.

This is the first corporate strategy paper we are aware that practically addresses the credit cycle change. It is also the first paper we are aware that provides practical suggestions on how to address that change from a corporate strategy perspective.

Despite the availability of amicable means to resolve construction disputes, litigation remains a mainstream dispute resolution process in some countries. This tendency to litigate (TTL) calls for research to develop appropriate precautions to encourage stakeholders to resolve most commercial disputes through alternate dispute resolution (ADR) techniques. While a claimant's TTL arise from the individual, project and organisation preferences, this study, which can benefit both potential claimants and employers by saving time and money on litigation, identifies a bidder's financial parameters that may increase its litigation propensities, as a first step towards aiding employers to incorporate precautions to discourage such tendencies.

After the literature review, the theoretical construct proposed by Rachlinski's “framing theory of litigation” (based on Kahneman and Tversky's Prospects Theory) is used to explain organisation-level litigation decision-making. The study sources data from the financial statements of Indian construction/real estate firms, followed by panel regression analysis to test the theoretical construct's validity.

The results show that the TTL (risk-seeking behaviour) generally increases with a lower value of sales, higher assets and profitability. Interestingly, organisation-level cash flow shows an insignificant influence on litigation tendencies.

Knowing which financial parameters may increase litigation tendencies could help employers evaluate a bidder's propensity to litigate project disputes.

Researchers use financial statements to explore correlations among financial variables. However, in the construction context, there are no empirical studies with data from construction firms to understand potential litigation expenses compared to specific financial ratios.

AI-based robo-advisory (RA) represents a FinTech application that is already replacing retail investment advisors. In private banking (PB), clients also increasingly expect service provision across different digital channels, but with a higher degree of personalization. Hence, the present study investigates the impact of intelligent RA on the PB investment advisory process to derive both process (re)design knowledge and strategic guidance for artificial intelligence (AI) usage for PB investment advisory.

The present study applies an AI process impact analysis approach by decomposing AI-based RA into three AI application types: conversational agent, customer segmentation and predictive analytics. The analysis results along a reference PB investment advisory process reveal sub-process transformations which are applied for process redesign integrating AI.

The study results imply that AI systems (1) enable seamless client journeys, (2) increase advisor flexibility, (3) support the client–advisor relationship by applying an omnichannel approach and (4) demand advisor skills to be augmented with technical and statistical knowledge.

The research study contributes (1) an AI process impact analysis approach, (2) derives process (re)design knowledge for AI deployment and (3) develops strategic guidance for AI usage in PB investment advisory.

Much like their residential counterparts, commercial leases have a reputation problem. Although often derided as painfully dull and mundane documents, residential leases have begun to be interrogated by socio-legal scholarship with renewed interest. This paper aims to continue this line of work in the commercial context through a detailed examination of a widespread form of leasehold in the pub sector: the “tied lease”.

The paper draws on interviews with 14 publicans and archival research.

The author argues that the lease is a decisive actor in determining the balance of power between publicans and pub-owning companies and shaping the physical environment of pubs in the UK.

The author’s broader agenda is to argue that socio-legal scholars’ renewed interest in leases should not be confined to the residential context: commercial leases warrant far greater socio-legal scholarly attention.