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The past 30 years have seen a development of technically‐based solutions through practical partnerships between librarians, information scientists and technologists. However, as the acceptance of current solutions – provided primarily through Web‐based strategies – has expanded, the development of those partnerships has diminished. With the reduction in collegial cooperation across areas of practice and study, important opportunities in the development of information technology managers have also diminished. Although significant needs for cooperative study continue to exist, professionals have yet to exploit the opportunities inherent in the failures of technical service developers to provide user‐friendly solutions.

This project examines how queer and trans zines have complicated the notion of traditional patient narratives and provides insight into the issues that LGBTQ+ (lesbian, gay, bisexual, transgender, queer/questioning) populations face when accessing healthcare information and resources. Historically, information about queer and trans identities has been suppressed in the United States, reflecting dominant social values that pathologize queer identities. Using health-related zines housed at the Queer Zine Archive Project as a case study, this project investigates how queer and trans zines about healthcare have resisted these homophobic and transphobic ideologies. The analysis reveals that queer and trans zinesters use their feelings of impatience with the medical industry to fuel communal solutions to accessing and providing health care information.

The purpose of this paper is to examine how customer orientation affects frontline service workers’ deep acting and to what extent the effect is moderated by the severity of dysfunctional customer behavior (DCB). Service organizations usually want their employees to demonstrate sincere emotions during customer encounters.

The study employed a mixed method design using measured variables (e.g. customer orientation) and a scenario-based manipulated variable (i.e. DCB severity). Data from 237 service workers were used to investigate the theoretical model.

Results showed that perspective taking and emotional sensitivity mediate the positive effect of customer orientation on deep acting. Furthermore, the influence of emotional sensitivity on deep acting is positive when DCB is less severe, but becomes non-significant when DCB becomes severe.

Because the DCB severity is manipulated as a single event, future research can examine its influence based on employees’ experiences. Also, future studies may investigate other mechanisms to explain customer orientation’s effects on deep acting.

This paper provides service organizations an understanding of the key roles of emotional sensitivity and perspective taking in driving deep acting as well as the importance of monitoring DCB severity.

The study is one of the first in marketing to examine the different influences of DCB severity on important employee outcomes. This study also identifies two important mediators to explain how customer orientation drives deep acting.

Despite a large and growing literature on the subject, little is understood about the phenomenon of small business growth. Specifically, the small business growth literature has often emphasized “why” opposed to “how” firms grow. This chapter sheds light on this black box of growth by investigating the phases of planning and implementation processes separately to explore the choice of strategic expansion modes. It examines a much under-researched firm category: declining small firms. Employing a three-year longitudinal study using a multi-case study method, we find that while growth approaches are typically contextually (industry) derived, formalized planning greatly affects implementation. Further, resources are the key mediating variable between formal planning and implementation – firms with slack resources will typically implement their contextually influenced planned growth course, and firms with inadequate resources will typically implement through interactive learning, which causes them to downscale the growth plans or exit the market (merger or sale).

San Jose State University’s (SJSU’s) Global Leadership Advancement Center (GLAC) was established in 2007 in response to a reported scarcity of global leaders in all sectors. Its mission is to advance, foster, and disseminate knowledge on global leadership and its development. The center created various programs in three focal areas: Knowledge Creation and Dissemination, Development and Training, and the Social Innovation Initiative. We briefly explain the assessment center, the GLLab (Global Leadership Laboratory), used to varying degrees in all development programs and courses. This chapter describes in detail three of GLAC’s innovative global leadership efforts and their theoretical foundations – an undergraduate global leadership course, the GLLab Exchange Program, and the Global Leadership Passport Program. All GLAC programs are based on research and best practices, which are referenced.

The study here responds to the view that the crucial problem in strategic management (research) is firm heterogeneity – why firms adopt different strategies and structures, why heterogeneity persists, and why competitors perform differently. The present study applies complexity theory tenets and a “neo-configurational perspective” of Misangyi et al. (2016) in proposing complex antecedent conditions affecting complex outcome conditions. Rather than examining variable directional relationships using null hypotheses statistical tests, the study examines case-based conditions using somewhat precise outcome tests (SPOT). The complex outcome conditions include firms with high financial performances in declining markets and firms with low financial performances in growing markets – the study focuses on seemingly paradoxical outcomes. The study here examines firm strategies and outcomes for separate samples of cross-sectional data of manufacturing firms with headquarters in one of two nations: Finland (n = 820) and Hungary (n = 300). The study includes examining the predictive validities of the models. The study contributes conceptual advances of complex firm orientation configurations and complex firm performance capabilities configurations as mediating conditions between firmographics, firm resources, and the two final complex outcome conditions (high performance in declining markets and low performance in growing markets). The study contributes by showing how fuzzy-logic computing with words (Zadeh, 1966) advances strategic management research toward achieving requisite variety to overcome the theory-analytic mismatch pervasive currently in the discipline (Fiss, 2007, 2011) – thus, this study is a useful step toward solving the crucial problem of how to explain firm heterogeneity.