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This study aims to identify the key activities after sales and the intended criteria by the customers, considering their expected services after the product purchase process.

This study is a qualitative approach, and the co-creation logic and the Delphi technique were used in two rounds to design and validate the proposed model. To achieve this study’s aims, extensive literature, interviews, interaction and exploratory meetings were reviewed with manufacturers and consumers, and then the dimensions of the proposed model were regulated, corrected and validated in the two-round Delphi technique. The final model is presented after establishing the model in the test pilots and getting feedback from industry experts. To present a conceptual model, the enabler’s logic and the underlying results in the European Foundation for Quality Management (EFQM) Excellence Model were used.

The findings of this study include the identification of dimensions for the after-sales services model and the designing of a conceptual model in both sections of enablers and results. The enabler section of the proposed model includes seven dimensions, three main sectors and four support sections.

This model can be used to design, deploy or improve after-sales services system in manufacturing companies.

For the first time in an innovative procedure, the approach of value co-creation was used to design one of the organizational systems (after-sale services system). On the other hand, the conceptual pattern was proposed inspired by the EFQM Excellence Model, to create the necessary proportionality between the enabler and results sections.

This paper aims to deal with the concepts of “institutions” and “institutional logics” in the context of business-to-business (B2B) marketing systems and uses institutional theory as a framework to look at value co-creation.

By integrating the literature on value co-creation, institutional theory and institutional entrepreneurship, the paper argues that the boundaries of B2B marketing systems are continuously reshaped through legitimation processes occurring through actors’ institutional work, thus making co-created value the only legitimate value.

The paper proposes a conceptual framework and furthers the conceptual development of value co-creation and augments the literature on service-dominant logic and the notion of co-created value by assuming a legitimacy-based B2B market systems perspective.

This paper presents a number of propositions that serve to illustrate several managerial implications. These arise from organizations co-creating value by conforming to the various institutional logics that maximize their legitimacy.

The paper makes a contribution by developing a critical theoretical framework based on the application of institutional theoretical constructs/concepts (e.g. ceremonial conformity, decoupling, considerations of face, confidence and good faith).

Value has been conceptualized as the result of co-creation involving service firms and customers. Currently, however, little is known about why and how customers engage in value co-creation with a service firm. Thus, the purpose of this paper is to explore the role of co-production in value co-creation in the context of banking services from the customers’ viewpoint. The literature has consistently examined the linear effects of trust and decision-making uncertainty on co-production. The study extends this research stream by considering the negative quadratic effects of trust and decision-making uncertainty on co-production. Therefore, this study not only examines the linear and negative quadratic effects of trust and decision-making uncertainty on co-production within a single, simultaneous model but also tests the effect of co-production on value co-creation. Moreover, this study includes and explores the moderating effects of service innovativeness and service effort on co-production in determining value co-creation.

The hierarchical moderated regression was used to test the hypotheses.

The findings support the positive linear effects and negative quadratic effects among trust, decision-making uncertainty and co-production. Meanwhile, the results indicate that co-production positively affect value co-creation. Service innovativeness and service effort enhance the effect of co-production on value co-creation.

This study shows the presence of the opportunity of trust and decision-making uncertainty, which confirms the existing literature, and the challenge of trust and decision-making uncertainty, which extends the literature. This study is the first one to shed light on the negative quadratic effects of trust and decision-making uncertainty on co-production. This study also offers insights into value co-creation and thus enhances the current understanding of value phenomena. Academics and practitioners would greatly benefit from a comprehensive understanding of co-production and the associated value co-creation for the parties involved.

This special “Anbar Abstracts” issue of the Health Manpower Management is split into five sections covering abstracts under the following headings: Management tools; Participation/roles; Types of change; Management Implementation.

The paper aims to present a comprehensive framework for understanding consumer trust in a corporate brand, incorporating both the antecedents and consequences of trust. The paper also seeks to account explicitly for the differences in antecedents and consequences of trust found among customers and among non‐customers.

Data were obtained from 308 face‐to‐face interviews conducted in Germany. Structural equation modelling was used in order to test the proposed hypotheses.

The results indicate that competence and credibility have a high explanatory power as antecedents of trust. Trust has a considerable impact on supplier selection for existing and new products, as well as on the word‐of‐mouth (WOM) behaviour of consumers. There are strong differences between customers and non‐customers in terms of the antecedents and consequences of trust in a corporate brand.

In order to generalise the findings, the model needs to be tested with other samples and research objects. Marketing research into trust should focus on competence and credibility as important antecedents of trust. The findings propose that trust has positive effects on purchase intention and WOM behaviour. Marketing research should pay more attention to the role of trust in gaining new customers.

Because of the positive influence on marketing success, managers should focus on trust‐building activities that centre on competence and credibility primarily with current customers. However, trust also seems to be a good device to gain customers from competitors.

The contributions of the paper are, firstly, a more complete framework of trust that analyses both antecedents and consequences of trust simultaneously. Secondly, the study allows a direct comparison of the difference in antecedents and consequences of trust between customers on the one hand and non‐customers on the other.

The purpose of this paper is to address the often missing theoretical foundation of crisis communication from an integrated perspective on the micro, meso and macro level. Based on the theory of structuration, a systematic, integrative framework is developed for safeguarding organizational legitimization and multidimensional reputation through communication during crisis situations which is applicable both for profit and non‐profit organizations.

Gidden's theory of structuration was chosen as a basis to develop the integrative model of crisis communication that proposes a communicative impact on reputation on a situative level of message strategies (micro level), an organizational level (meso level) and a societal level (macro level). A well‐organized crisis communication management on all of these levels is seen as the key communicative driver to safeguard long‐term organizational reputation.

The paper shows that successful crisis communication management must be conceptualized and addressed on distinctive levels of complexity. While on a message level (situative crisis communication) it creates meaning, crisis communication must be seen as management task on an organizational level (integrative crisis communication). However, in order to fully safeguard reputation in the long term and trustworthiness in the short term, crisis communication has also a societal component when addressing moral standards and norms (strategic crisis communication).

The paper is a conceptual contribution which build the basis of a follow‐up empirical, experimental study where the proposed model is successfully tested.

For PR managers, this paper gives reasons to conceptualize crisis communication management, not only on a message strategy level, but also to take into consideration the organizational and societal levels.

The paper stands in line with the theoretical discourse of organizational crisis communication. So far, few approaches conceptualize organizational crisis communication thoroughly on an integrated level of different perspectives so that the paper provides an important input, pushing the discussion forward.

The purpose of this paper is the multi-disciplinary conceptual investigation of a propulsive fuselage (PF) aircraft layout allowing for new performance synergies through closely coupled propulsion/airframe integration. The discussed aircraft layout facilitates the ingestion of the fuselage boundary layer and the utilization of wake filling, thus eliminating a significant share of fuselage drag.

Based on consistent book-keeping standards for conventionally installed and highly integrated propulsion systems, key aspects of conceptualisation regarding airframe and propulsion system are presented. As a result of this, a PF aircraft configuration is proposed featuring a fuselage fan power plant in conjunction with two under-wing podded power plants. Parametric models for integrated aircraft and propulsion system sizing and performance analysis are discussed that are suitable for the consistent mapping of the characteristics intrinsic to a PF layout. In an initial benchmarking exercise, the vehicular efficiency potentials of the previously identified PF configuration are evaluated against an advanced conventional reference aircraft.

During benchmarking, it was found that a best and balanced design for the proposed PF aircraft layout yields an increase in vehicular efficiency of approximately 10 per cent compared to the advanced conventional reference aircraft.

The paper gives the reader an idea for the efficiency potentials achievable through a PF aircraft configuration, as well as guidelines for aircraft sizing and integrational aspects. It may serve as a basis for advanced studies in the future.

The conceptual investigation of the PF concept idea, contributes to establishing the initial technical feasibility of this novel approach to synergistic propulsion system integration. The methods presented in this paper allow for the multi-disciplinary conceptual design sizing of a PF aircraft.

The aim of the paper is to establish the COst-Specific Air Range (COSAR) as a new figure-of-merit based on the cost of energy to optimise the flight profile of a hybrid energy aircraft.

After reviewing the expression and the application of the specific air range (SAR) and of the energy-specific air range (ESAR), the need of a new figure-of-merit for flight technique optimisation of hybrid energy aircraft is motivated. Based on the specific cost of the energies consumed, the mathematical expression of COSAR is derived. To enable optimum economics operations, a cost index (CI) derivation is introduced for a variety of hybrid-electric concepts to consider the additional time-related cost. The application of COSAR and of the CI is demonstrated for cruise optimisation of a hybrid-electric retrofit aircraft concept.

As a consequence of the consumption of multiple energy sources in a hybrid aircraft, optimisation according to the objective functions SAR and ESAR leads to minimum in-flight CO2 emissions and minimum energy consumption for a given stage length. While the optimisation of a single energy source aircraft according to these figures-of-merit directly results in minimum energy cost for a given unit range, this statement is no longer true for hybrid-energy aircraft. Consequently, introducing a new figure-of-merit established on the specific cost of the energies consumed enables flight technique optimisation for minimum energy cost of hybrid-energy aircraft. Additionally, the related time-cost is taken into account by means of a CI definition for minimum operating cost.

COSAR may serve as an alternative to SAR used today as the standard figure-of-merit for fuel optimised flight profile. Using COSAR and the CI allow airlines to adapt the flight profiles of hybrid-energy aircraft fleets according to the energy market price and their related cost of time to determine optimum economical flight profile.

Using COSAR as a figure-of-merit, the flight profile of hybrid energy aircraft can be optimised for minimum energy cost. Time-related costs are considered for optimum operating economics by utilisation of the CI definition for hybrid energy aircraft.

Companies are adopting innovative methods for responsiveness and efficiency in the public transport sector. The implementation of air-taxi services (ATS) in the transport sector is a move in this direction. Air taxis have a two-pronged advantage as they can reduce travel times by avoiding traffic congestion and have the potential to reduce carbon footprint compared to traditional modes of public transportation. Many companies worldwide are developing and testing ATS for practical applications. However, many factors may play a significant role in adopting ATS in the transport sector. This paper attempts to unearth such critical success factors (CSFs) and establish the interrelationships between these factors.

Fifteen CSFs were identified by systematically reviewing the literature and taking experts' input. An integrated multi-criteria decision-making (MCDM) technique, Decision-Making Trial and Evaluation Laboratory-Analytic Network Process (DEMATEL-ANP [DANP]) was used to envisage the causal relationships between the identified CSF.

The results reveal that Govt Regulations (GOR), Skilled Workforce (SKF) and Conductive Research Environment (CRE) are the most influential factors that impact the adoption of ATS in the transport sector.

The research implications of these findings will help practitioners and policymakers effectively implement ATS in the public transportation sector.

This is the first kind of study that identifies and explores the different CSFs for ATS implementation in public transportation. The CSFs are evaluated with the help of a framework built with inputs from logistics experts. The study recognizes the CSFs for ATS implementation and provides a foundation for future research and smooth adoption of ATS.

This paper aims to investigate business-to-business sales executives’ navigation of challenges and changes in planning during two separate periods (prevaccine and postvaccine) of time, which were impacted by a disruptive event (the COVID-19 pandemic).

This study uses a two-phase qualitative data collection approach. Thirteen executives, primarily from the Business-to-Business (B2B) manufacturing industry, were interviewed in phase one (2–3 months before the first COVID-19 vaccine). The second period of data collection was collected 4–5 months after vaccines became available.

The prevaccine business environment focused on short-term challenges, while the vaccine created exponential changes to long-term sales practices, suggesting the need to focus on critical inflection points that occur after the initial disruptive event.

This exploratory study is a step toward developing a deeper understanding of managing disruptive events within a business-to-business sales environment by stressing the importance of both the actual disruptive event and the inflection points that follow the event.

New business models are constantly developing and evolving. However, this study suggests the biggest changes could occur after an inflection point from the disruption. Thus, firms need to consider different planning strategies before and after certain inflection points following a disruptive event. First, firms should adapt from their predisruption strategy to focus on short-term challenges during the initial phases of a disruption, likely halting most of the long-term planning. Second, inflection points create the need to move beyond short-term challenges and changes to focus on long-term changes. Third, long-term strategies and planning postinflection point will be different, and likely more complex, than long-term strategies and planning predisruption.

Most studies look at a disruptive event through a single data collection period. This longitudinal study compares prevaccine and postvaccine thought processes to explore the impact of an inflection point.