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This paper describes the different ways in which people in the highlands of Papua New Guinea are talking about climate change. It demonstrates that people locate themselves in this process of change in terms of food production and exchange, and that some of the changes being witnessed are also related to the impacts of a growing cash economy on social relations.

This ethnography involved 12 months fieldwork including participant observation and interviews.

This is a qualitative study that recognises the perspective of local people for understanding culturally mediated experiences of climate change. However, data regarding rainfall and temperatures over time would be a useful addition for thinking about the extent to which the climate has in fact changed in recent years.

The implications of this paper are that the predictions made in 1990 about increases in production as a result of climate change are apparently coming true, with benefits for some food and coffee producers. But that there are complex social processes occurring at the same time as climate change that mean people’s ability to adapt is dependent on other social conditions. Maintaining ecologically sustainable methods of production and local cultural practices may enable more resilience to the impacts of climate change.

The experiences of people living in the Eastern Highlands and the ways in which people use the discourse of climate change are yet to be acknowledged in policy circles or socio-cultural anthropology literature. This paper presents a partial account of how people in Papua New Guinea are experiencing and talking about change.

Argues the case for reform of US tax codes from a feminist viewpoint. “The household” and “the individual” are falsely distinguished in the tradition of taxing only adult male breadwinners ‐women being engulfed in “the household”. Describes recent analysis of human identity in terms of separation and connection. Suggests tax structure be based on persons‐in‐relation: an individual earner plus his or her dependants.

Describes the research and findings of a project aimed at how UK companies use customer information in their marketing today. Today’s technologies allow companies to collect enormous volumes of data and manipulate it in many different ways to bring out otherwise unforeseen areas of knowledge. This can be vital for marketers trying to provide better service to the customer than their competition. But is it in general use? The research was carried out via an e‐mail questionnaire using a sample of companies to gain a broad view of marketing today, and was followed up with interviews of half the original sample and finally writing three case studies of diverse companies. Owing to the small sample size, no definitive answers can be given without further research, but the trend was towards implementation of customer relations management (CRM) practices and more take up of the Internet as a channel to market.

The South African listed property market has changed its legal basis from property loan stock companies and property unit trusts to adopt the more familiar international structure, real estate investment trusts. The main distinction is how shareholding is structured and investment returns are paid out to shareholders, which results in a different tax treatment. It is hoped that this change would attract more foreign investment, but it is questionable if this is sufficient to convince global investors who, amidst a seeming worsening of the stability in the political and economic environment, would probably need more insight into aspects such as investment decision making within these South African organisations. The paper aims to discuss these issues.

Using a balanced scorecard (BSC) framework, this study investigates the relevance of investment decision-making frameworks in South Africa. A survey using a sample of institutional investors that are included in the South African Property Market Index was conducted.

The study found similarities in decision-making priorities of South African institutional investors to those of previous studies. With the focus on retail property, tenant mix and secondary to that, quality of the centre management team is found to be important for forecasting expected returns in a retail investment decision environment. Diversification strategies were found to have similar results to previous studies, leaning more towards geographic location than economic location. Further, the study suggested the use of a BSC framework, linking the financial information and different financial ratios to nonfinancial aspects that need specific consideration in a retail investment environment.

Retail property is considered to be of particular concern due to the business enterprise value that could be created if superior management techniques are applied. The investment decision stage concerned with forecasting expected returns relies on financial and quantitative models such as those derived from Modern Portfolio Theory. In a shopping mall environment, however, future performance is driven by nonfinancial factors, for example, tenant mix and superior customer experience. Therefore, forecasting expected returns in a retail environment requires a nuanced approach relative to other commercial property sectors.

The paper is considered to be original in its analysis of the retail real estate market in South Africa. This offers new insight into retail properties specifically, but also how investors in South Africa react to decision-making practices. This adds value in the internationalisation of the property market and the consistency and transparent practices applied globally.

The study of franchising as a small business growth strategy is only weakly researched and understood. This preliminary, qualitative investigation examines the experiences of 17 operational and five “failed” franchises in the UK, in translating their business concepts into a franchise format. It reveals that small firms select franchising as a growth strategy for both economic and idiosyncratic reasons, but that economic reasons tend to prevail. The findings suggest that franchising is a viable growth strategy for small firms and that per se it creates few major problems for growth‐oriented small businesses. It is argued that further research is needed, particularly into the experiences of “failed” franchises and into the problems encountered by growing small firms who do not adopt franchising as a growth strategy.

This paper proposes a progressive, multi-level framework for diagnosing maintenance performance: rapid performance health checks of key performance for different equipment groups and end-to-end process diagnostics to further locate potential performance issues. A question-based performance evaluation approach is introduced to support the selection and derivation of case-specific indicators based on diagnostic aspects.

The case research method is used to develop the proposed framework. The generic parts of the framework are built on existing maintenance performance measurement theories through a literature review. In the case study, empirical maintenance data of 196 emergency shutdown valves (ESDVs) are collected over a two-year period to support the development and validation of the proposed approach.

To improve processes, companies need a separate performance measurement structure. This paper suggests a hierarchical model in four layers (objective, domain, aspect and performance measurement) to facilitate the selection and derivation of indicators, which could potentially reduce management complexity and help prioritize continuous performance improvement. Examples of new indicators are derived from a case study that includes 196 ESDVs at an offshore oil and gas production plant.

Methodological approaches to deriving various performance indicators have rarely been addressed in the maintenance field. The proposed diagnostic framework provides a structured way to identify and locate process performance issues by creating indicators that can bridge generic evaluation aspects and maintenance data. The framework is highly adaptive as data availability functions are used as inputs to generate indicators instead of passively filtering out non-applicable existing indicators.

By the end of this chapter you should be able to demonstrate an understanding of:

Customer engagement (CE) as a multi-dimensional construct comprising of cognitive, affective and behavioural dimensions leading to customer loyalty.

The digital evolutions that have led to the current omni-channel business environment prompting the need to understand the customer journey.

The concept of the ‘CE journey’ and its relationship to the customer purchase decision process and brand communication channels.

The leadership identity development (LID) grounded theory (Komives, Owen, Longerbeam, Mainella, & Osteen, 2005) and related LID model (Komives, Longerbeam, Owen, Mainella, & Osteen, 2006) present a framework for understanding how individual college students develop the social identity of being collaborative, relational leaders interdependently engaging in leadership as a group process (Komives, Lucas, & McMahon, 1998, 2007). Challenges to applying and measuring this stage based developmental theory are discussed and recommendations are included.