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A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders.

Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field.

Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon.

The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders' lives and contributions as service scholars and the founders' hopes and concerns for the service research field.

Based on an exploratory case-based approach, the purpose of this paper is to open the KM black box and examine the relationships that link knowledge management (KM) inputs (i.e. knowledge resources and KM practices) via knowledge processes to KM performance. This paper aims to identify the underlying mechanisms and explain how KM performance is enabled.

This in-depth case study conducted at a medium-sized consultancy in the supply chain management industry empirically examines knowledge flows to uncover the relationships between KM inputs, knowledge processes and KM performance. We adopt the viable system model (VSM) as a theoretical lens to identify KM mechanisms.

By identifying six KM mechanisms, we contribute to the theoretical understanding of how KM inputs are interconnected and lead to KM performance via knowledge processes.

Based on the insights gained, we provide propositions that organizations should consider in designing viable KM. Our findings help organizations in understanding their KM with the help of knowledge flow analysis and identifying how critical KM elements are interconnected.

We revisit the problem of redesigning the Master in Business Administration (MBA) program, curriculum, and pedagogy, focusing on understanding and seeking to tame its “wicked problems,” as an intrinsic part and challenge of the MBA program venture, and to render it more realistic and relevant to address major problems and their consequences. We briefly review the theory of wicked problems and methods of dealing with their consequences from multiple perspectives. Most characterization of problems classifies them as simple (problems that have known formulations and solutions), complex (where formulations are known but not their resolutions), unstructured problems (where formulations are unknown, but solutions are estimated), and “wicked” (where both problem formulations and their resolutions are unknown but eventually partially tamable). Uncertainty, unpredictability, randomness, and ambiguity increase from simple to complex to unstructured to wicked problems. A redesigned MBA program should therefore address them effectively through the four semesters in two years. Most of these problems are real and affect life and economies, and hence, business schools cannot but incorporate them into their critical, ethical, and moral thinking.

Informal dwellings describe makeshift lodgings made from temporary materials, such as plastic, corrugated iron, sheeting, packing cases, or wood. These units allow low-income groups to informally occupy land and create their habitable space in a phased manner. This article focuses on elements of the urban morphology, such as density, accessibility, and operating assortment of informally built areas in the southern region of Montenegro.

The author examines the urban morphologies of four urban areas, whose informality is traditionally viewed as markers of decline and despair. Using observations, questionnaires, and semi-structured interviews, the investigator maps dwellings in Ulcinj, Budva, Tivat, and Herceg Novi neighbourhoods. The researcher interrogated participants about land distribution during the construction of sheds, buildings' outline and orientation toward the street, and activities performed in their dwellings, such as living, working, and accommodating relatives and guests. This methodology tests the hypothesis, formulated as a deeper understanding of urban morphology for examining the interweaving of informally built settlements with the rest of the city.

A cartographic investigation is used to reframe customary rights of low-income populations to land inclusion and their place in the city. The results clearly show that the location and lifestyle are designed to obfuscate the vulnerable populations from the public view, disconnected from policymaking, and ignored by urban planning projects. However, the interviewees' destinations orientation away from the downtowns represents the possibility of reconfiguring existing urban planning practices. For creating alternative urbanisation, the orientation of less visible neighbourhoods presents a model for building regulations embedded in social forces and cultural habits of all social and ethnic groups.

This study did not address the implementation of social hosing policies and the logistical limitations of realising them by the local and national governments. During firework, the author encountered dwellers outside four studied low-income neighbourhoods in the south region of Montenegro. Mapping morphological elements of these generally small clusters of informal built units are left for future research. Future studies could examine how informality is performed in Montenegro by moderate and high-income groups as an assemblage of different power relationships and urban practices.

The argument is based on counter urbanism as the orientation and destination of less visible neighbourhoods for creating building regulations embedded in social forces and cultural habits of all social and ethnic groups. This study showed that the urban morphology of informality in the coastal cities of Montenegro lays the ground for alternative urban planning practices based on the different interconnection of districts. The outcome is a strong link between different social and ethical groups through self-building practices.

In coastal cities of Montenegro, Roma, Ashkali, and Egyptian live with other low-income groups in unsanitary settlements characterised by poor living conditions, low-quality illegally built housing, no plumbing or sewage systems, and overcrowded urban areas. Mapping morphological elements of less visible urban areas propose shifting from top-down urban planning policies to a participatory model of developing urban areas.

The assemblage of informally built urban areas legitimise place in the city that goes against the housing market's dominant logic and exceeds alternative logics of building production. This article outlined the urban morphologies of four urban areas for turning the image of informality away from decline and despair to lessons of urban interconnection. By creating different maps, the author presented a diverse orientation of four case studies based on density, accessibility, and operating assortment.

The technical report released by the National Transportation Safety Board, along with the primary flight cockpit voice recorder data and archival interview data, were used as the basis for this case. Other available public data such as news reports were used to round out the synopsis of the case study.

United Express Flight 5925 was a scheduled commuter passenger flight operated by Great Lakes Airlines with a Beechcraft 1900 twin turboprop. It was a regularly scheduled flight from Chicago O'Hare International Airport to Quincy, Illinois, with an intermediate stop in Burlington, Iowa. Drawing from various first-hand accounts (cockpit voice recorder) and secondary evidence (news reports, archival interview data, and online sources) of the tragedy, the case provides a detailed account of the key events that took place leading up to the accident at Quincy regional airport. The case describes how the radio interactions, a jammed door and degradation of situational awareness all contributed to the accident. Through many of the quotes in the text and eyewitness accounts, readers gain an understanding of the impressions and perceptions of the pilots, including how they felt about many of the critical decisions in the last minutes of the flight and the situation at the airport.

When the authors teach this case, the students are required to read it as pre-reading before class. Various readings and materials (see supplemental readings below and Exhibit 3) are made available to students before class, and the instructor can choose to use some of these materials to further explore areas of interest. This case is best explored over a 90-min session but could be expanded to take up one 3-h session. This case can be covered in an undergraduate senior capstone organizational behaviour seminar, any general organizational behaviour class (including introductory in nature), an undergraduate communication theory class or an MBA class that focuses on applied organizational behaviour concepts. It works particularly well in the MBA class, as students with work experience can make the links between the behaviours explored in the case and their everyday workplaces.

The purpose of this study is to demonstrate how mental health is tied to citizenship, and to help professionals understand mental health in the context of social rights and responsibilities, to move towards a right-based practice.

The author will explore the concept of citizenship together with mental health service users’, relatives’ and professionals’ organisations. Using a qualitative analysis of this exploration, this study will develop, implement and evaluate, using a randomised design, awareness interventions with mental health professionals.

The author will use thematic analysis for qualitative data and multilevel mixed-effects linear models to evaluate the effect of the awareness interventions.

The results of the project will enable conversations between mental health professionals, relatives and service users that might help them understand mental health as part of citizenship.

To the best of the author’s knowledge, this will be the first controlled study of standardised citizenship-based awareness interventions for mental health professionals.