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Recent research places an increased emphasis on the inclusion of the customer in value creation, learning and innovation processes; yet, there remains a gap in the understanding of just how such customer involvement may work. This paper aims to address this gap by examining two aspects of customer involvement – their knowledgeability and their agency. In addition, three boundaries (semantic, syntactic and pragmatic) across which relationship development occurs and which may facilitate and/or inhibit value co-creation, collaborative learning and innovation processes have been explored.

Three case studies have been used. Two were large-scale construction projects in the UK, and one was a global professional accounting firm in the USA.

Customers may become frustrated if not allowed to exercise their agency. However, their involvement can create tensions for suppliers who may have to become more tolerant of divergent goals. In respect of knowledgeability, it was found that constraint satisfaction is important in allowing customers to reconcile their personal knowledge schema with the collective schema. However, it was also noted that customer knowledgeability brings with it challenges for suppliers, who must find ways to add value for such customers.

A number of further questions relating to the agency and knowledgeability of customers and their inclusion in value co-creation, collaborative learning and innovation processes have been posed. The need for guidance in identifying and minimising the barriers to crossing semantic, syntactic and pragmatic boundaries between customers and suppliers has also been highlighted.

This study makes an important contribution to research in the field, in that how the inclusion of the customer in business networks alters current assumptions and practices is investigated.

The university social responsibility (USR) is still in embryonic stage compared to corporate social responsibility (CSR) which is still debatable by researchers. The purpose of this paper is to propose the contemporary dimension (on top of teaching and research dimensions) of USR in most educational institutes. Based on this new definition, a proposal of a mechanism to quantify USR sustainability was presented.

Based on a review of the theme of the CSR with the inter-related recent research on USR with researchers perspectives, characteristics of USR were identified and incorporated in the proposed newly definition of USR. The new definition takes into account the interrelationship of university–corporate communication and create shared value (CSV) principle, as well as the knowledgeability and sustainability.

Based on the review of most active research in the USR development and the concluded contemporary definition of USR, this paper proposes a new extended version of sustainability suitable for educational institutes, where it is composed of different zones, and each zone was defined in terms of value of sustainability with associated knowledgeability in each zone. The Green Cloud project was taken as a vehicle to demonstrate collaboration between a university and cloud service provider located in Middle East (Dubai). Sustainability quantification was provided with hypothetical numbers to illustrate the technique.

This paper is focused on University-specific social responsibility rather than general CSR. The proposed contemporary definition of the USR is a hybrid of a mutated latest research on CSR as well as cascaded recent development on USR. The view of this new definition can have different arguments depending on the ideology (communitarianism as opposed to individualism) adopted by specific university admiration of the objective of social responsibility which is sometimes driven by the political and strategic views of countries and the regions. However, the proposed sustainability zone-split between the CSV type of projects and the reputation values (described via hypothetical example) can minimize the gap between the two ideologies.

This paper attempts to provide a universally acceptable definition of the USR based on different points of views of researchers and tries to accommodate both ideologies toward social responsibility into one coherent framework. The sustainability Venn diagram was extended and made suitable for educational institutes. This approach facilitates the mechanism of quantifying the value of sustainability of a university or educational institutes. Hypothetical “Green Cloud” project was used as a mechanism to show the quantification process.

Marketing doctrine (MD) refers to a “firm's unique principles, distilled from its experiences, which provide firm-wide guidance on market-facing choices” (Challagalla et al., 2014, p. 4). Drawing on the knowledge-based view, the purpose of this paper is to develop a model of how MD is used and provide the first quantitative test of its relationship with business success.

The authors advance the understanding of MD by providing a mixed-methods paper. In Study 1, a survey-based quantitative study was used. The final sample comprised 349 internationally active strategic business units (SBUs) of Israeli firms. Data were analysed using structural equation modelling. Study 2 provides insights into the use of MD based on 20 in-depth interviews.

The cross-sectional evidence shows that there tends to be more MD Use in higher-performing firms. The important roles of MD Clarity and MD Knowledgeability as mobilising processes of MD Use are demonstrated. Learning by doing impacts MD Use only through MD Clarity and MD Knowledgeability.

MD is a new strategic tool that can be applied practically. MD may provide a straightforward way of communication between international ventures. MD Use may allow global consistency and flexibility within local markets, simultaneously. Therefore, marketing managers are advised to supplement MD to their portfolio of management tools.

This paper is the first to investigate empirically, through newly developed scales, whether and how MD's core processes (learning by doing, MD Clarity, MD Knowledgeability and MD Use) are related to the success of international ventures.

This study aims to investigate the Colorado state university (CSU) MOVES online, transportation module, which was implemented for the dual purpose of promoting alternative modes of transportation and while providing students with the information and skills necessary to comfortably and safely commute on and around campus without a personal motor vehicle.

This mixed methods research tests the effect of the CSU MOVES transportation module on students’ familiarity, comfortability and knowledgeability, the researchers investigate within- and across-group changes in student survey responses over time.

The educational transportation module had an immediate and significant impact on the students’ familiarity, comfortability and knowledgeability regarding alternative and active transportation methods and this effect lasted over the semester. In addition, participating students experienced much larger gains in their knowledgeability of safe active transportation practices.

The CSU MOVES survey data was limited in multiple ways, including self-selection into participation and completion of the transportation module, as well as the small sample size and lack of an authentic control group.

Universities and colleges across the country are becoming critically aware of issues surrounding transportation on and around campus and CSU is one of the first universities to join together with the local community to implement a transportation education module. Transportation initiatives have been motivated by multiple factors such as the supply of and demand for parking on and around campuses, sustainability efforts to reduce carbon emissions associated with university operations and the promotion of student health through active lifestyle practices.

The ability of an organisation’s headquarters (HQ) to bring value to and manage a globally dispersed multinational enterprise has been questioned in the existing literature. The purpose of this paper is to suggest that HQ-subsidiary distance is an important factor that affects such ability; this report also investigates the impact of distance on the HQ’s network management capabilities in the context of a global organisation’s evolution.

In this study, a single company was chosen to take part in a retrospective, longitudinal case study that highlighted two embedded product cases. The concept of distance was viewed as a variety of distance dimensions existing between the HQ and its subsidiaries.

The results indicated that distance impacted the effectiveness of the HQ’s network management capabilities by affecting HQ-subsidiary interaction and, consequently, shaping HQ’s knowledgeability about the subsidiaries’ operations. Moreover, the results suggested that the impact of such distance may shift from positive to negative over the course of a global organisation’s evolution.

Although this study was explorative, some generalisability to industrial-goods companies of Scandinavian origin that have transferred activities to their owned subsidiaries may be expected. Further replication of the study using multiple case companies across various industries and countries is desirable.

This work extends the understanding of technological distance, sheds light on the conditions necessary for the HQ of a globally networked organisation to engage in value creation in the context of its evolution and contributes to the overall appreciation of distance as a factor that comprises multiple dimensions.

The purpose of this paper is to establish a conceptual as well as an empirical link between retail banks’ activities to protect their customers from third‐party fraud, the quality of customer relationships, and customer loyalty.

A conceptual framework is developed linking customer familiarity with and knowledge about fraud prevention measures, relationship quality, and customer loyalty. To empirically test the conceptual framework, data were collected in collaboration with a large German retail bank.

A positive association was found between customer familiarity with and knowledge about fraud prevention measures and the quality of customer relationships as measured by satisfaction, trust, and commitment. The quality of customer relationships, in turn, is positively associated with customer loyalty as measured by intentions to continue their relationship with and cross‐buy other products from their bank.

The paper focuses on the German retail banking market and uses data from only one bank. Future research may investigate the generalizability of the findings across other banks, as well as other countries. Moreover, future research could address how specific anti‐fraud instruments and their communication differentially affect customer satisfaction, trust, and commitment.

The results stress the importance of fraud prevention for retail banks and show that besides the financial objective of reducing operating costs, fraud prevention and its effective communication is a meaningful way to improve customer relationship quality and, ultimately, customer loyalty.

This is the first academic study to empirically examine the relationship between a retail bank's (communication about) fraud prevention mechanisms and the quality of their customer relationships.

In the field of strategic investment decision making (SIDM) a body of research has grown up via international case studies and organisation-based fieldwork. However, there has been little systematic theorisation around SIDM processes and practices. The purpose of this paper is to show how strong structuration theory (SST) can be employed to guide how future SIDM studies are conducted and theorised.

The authors draw upon the concepts from SST to reanalyse prior empirically based work. The authors apply SST-informed analysis to four SIDM case studies selected from the total of 18 published over the period 1970-2016 to explore the utility of SST compared with other approaches.

The analysis highlights the role of agents’ knowledgeability and position-practice relations in SIDM, which has largely been neglected by prior studies. The authors demonstrate the potential of SST to inform meso-level theorising by applying it to four published case studies. Whilst the authors argue for the adoption of SST, the authors also identify key methodological and conceptual issues in using SST in SIDM research.

The examples and recommendations could assist management accounting researchers, particularly those engaged in case studies and organisational fieldwork, to build knowledge via the improved comparison, integration and theorisation of cases undertaken by different researchers in different contexts.

The authors offer a bridge between SST concepts and case study evidence for theorising, carrying out and analysing case study and field research on SIDM.

Critically examines claims for the use of information and communication technologies for the easy availability of information and so for the improvement of citizen participation in democratic processes. Examines the quality as opposed to the quantity of information available and discusses the nature of the information infrastructure as envisioned in the New Library: The People’s Network report against the historical reality of the failure of established systems to fulfill their potential and the characteristics of the present information environment. Considers attacks on the established public library system and discusses the nature of official information as embodied in official statistics. Examines the commercialisation of broadcasting, the decline of public service broadcasting and the failure of radio and television to develop in private hands into vehicles for mass education, concluding that where quality of content is paramount for information purposes over techniques of presentation, the claims for technological solutions for the information age are overstated.

The purpose of this paper is to determine the information literacy skills and needs of incoming and current transfer students.

Three studies are discussed, two of which were generated from ACRL’s Assessment in Action program. In the first, incoming transfer students were asked basic demographic questions and were tested on several basic information literacy skills. A combination of quantitative analysis and rubrics was used to assess results. A pre-test, post-test method was used in a basic introduction to campus life course for transfer students. Finally, the 2014 cohort of transfer student were resurveyed to test research skills and report interactions they had with reference librarians and library instruction during the previous year.

Initial observations suggested older transfer students, and students transferring from community colleges were least knowledgeable about basic information literacy concepts, and that students who had attended library instruction sessions were more knowledgeable. In the pre-test, intervention and post-test study, students did not show significant improvements in knowledge, but did show a significantly improved comfort level with library research. In the follow-up survey, second year transfer students who had library instruction during the previous year were significantly more likely to have sought out their subject liaison for consultations.

Research studies that focus on the information literacy needs and skills of transfer students and adult learners is somewhat scarce, compared to that of incoming freshmen. It is of use to both academic librarians in institutions that accept incoming transfer students, and to community college librarians who may be designing handoff library instruction.

The purpose of this paper is to analyse scholarly subjectivity in the context of citation practices in interdisciplinary PhD research.

The paper provides an analysis of longitudinal series of qualitative interviews with PhD students who write scholarly articles as dissertation components. Conceptualizations of subjectivity within practice theories form the basis for the analysis.

Scholarly argumentation entails a rhetorical paradox of “bringing something new” to the communication while at the same time “establishing a common ground” with an audience. By enacting this paradox through citing in an emerging interdisciplinary setting, the informants negotiate subject positions in different modes of identification across the involved disciplines. In an emerging interdisciplinary field, the articulation of scholarly subjectivity is a joint open-ended achievement demanding knowledgeability in multiple disciplinary understandings and conducts. However, identifications that are expressible within the informants’ local site, i.e. interactions with supervisors, other seniors and peers, are not always expressible when negotiating subject positions with journals.

This paper contributes to research on citation practices in emerging interdisciplinary fields. By linking the enactment of citing in scholarly writing to the negotiation of subject positions, the paper provides new insights about the complexities involved in becoming a scholar.