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The paper aims to fill a gap in the literature in relation to the determinants of customer value within the research and development (R&D) industry and word‐of‐mouth. It investigates whether context specific variables, such as organizational type and contract length, change customer value evaluations and the value – intention to repurchase – recommend system.

A survey of Australian customers of a research and development service organization was conducted. Structural equation modelling was used to develop a model investigating factors that affect customer value, intent to re‐purchase, and word‐of‐mouth/recommendation.

Relationship benefits, service benefits and sacrifice all had a significant influence on customer value. Efficient use of time is crucial for sacrifice evaluation. Relationship benefits were larger for government organizations than private organizations. Importance of value to recommend the organization to others was higher for longer contracts and government customers.

Results show that R&D organizations need to concentrate on both the technical service/science aspects and the relationship aspects in their contracts. Government institutions tended to emphasize the relationship benefits while private businesses considered service benefits, relationship benefits and sacrifice nearly equal in their determination of value. Intent to contract R&D organization for further work and the willingness to recommend it to others as a highly specialized and competent service provider seem to be higher for government customers and longer contracts.

This paper investigates customer value in a little researched industry, R&D. The findings are relevant for similar professional business‐to‐business services.

One of the things I find most stimulating about customers is how readily they take things for granted. Overnight, today’s innovation becomes tomorrow’s routine ‐ something to be expected. This fact of human behavior is by far the best encouragement I know to pursue a strategy of continuous improvement in service to customers. For example, until recently it was rare for people serving you in a big shop to use your name. Now it is the failure to use your name that is more likely to be noticed. Using the customer’s name when he or she offers a credit or banker’s card has become part of the “given”. The service provider gets no competitive advantage in return for the effort involved.

Since the emergence of the Internet in the twentieth century and the rapid growth of different types of information technologies (IT), our lives, either personal or professional, have become digitised. Adoption and diffusion of IT enhance individuals and organisational performance, yet scholars discovered a dual nature of IT in which IT usage may have negative aspects too. First, the inability to cope with IT in a healthy manner creates stress in users, termed technostress. Second, digitisation and adoption of new technologies (e.g. IoT and multi-cloud environments) have increased vulnerabilities to information security (InfoSec) threats. Although organisations utilise counteraction strategies (e.g., security systems, security policies), end-users remain the top source of security incidents. Existing behavioural research has approached technostress and InfoSec independently. However, it is not clear how technology-stressors influence employees’ security-related behaviours. This chapter reviews the interaction effect of these concepts in detail by proposing a conceptual model that explains that technostress is the main reason for employees’ non-compliance with security policies in which users with high-level perceptions of technostress are more likely to violate InfoSec policies. Counteraction strategies to mitigate technostress and security threats are also discussed.

Changing political landscape often renews the call for dramatic changes to federal community and economic development grant-in-aid programs. The most dramatic proposal in recent years was President Bush’s 2006 call to consolidate federal assistance programs for communities into a new block grant known as the Strengthening America’s Communities Initiative (SACI). This conceptual study reviews key characteristics of intergovernmental transfers including grant types, features, changes in the intergovernmental fiscal environment, the fungibility/flypaper debate, and the symmetry/asymmetry response of governments to declining intergovernmental revenue. The effects of intergovernmental transfers on state and local governments are connected to differences in grant design features. Potential fallout from proposed or similar changes to grant structure is discussed using the SACI proposal as an example.

Teamwork is essential for patient safety as highly functioning teams make fewer errors. In high acuity academic medical centers, care delivery is complex and ever-changing, creating a high-risk environment for safety concerns. These intricate settings demand a collaborative approach to care delivery, where structured methods of teamwork and communication are engrained in day-to-day practice. With teamwork being a critical component of patient safety and communication failures likened to preventable medical errors, hospitals are looking to bolster leadership training and improve team dynamics. TeamSTEPPS is a proven method shown to enhance teamwork, communication, leadership, and patient satisfaction. TeamSTEPPS provides an evidence-based framework to optimize patient outcomes by improving communication and teamwork skills among healthcare professionals. Current literature on teamwork and communication demonstrates that nurse practitioners are uniquely positioned to improve team performance through the use of the TeamSTEPPS framework.

The aim of this paper is to demonstrate the role the behavioural environment plays in office productivity.

The paper reviews the literature from the occupier perspective. This approach enables a greater appreciation of the social context of offices. The review establishes the need to link work process with the office environment. It identifies the need to understand how occupiers make sense of space through personalisation. The balance between the positive interactions in the office and negative distractions are explored.

The review of the literature reveals that by adopting the occupier perspective potential tensions can be identified between individual, private and team‐based collaborative work areas. These tensions can have an impact on the office occupier's productivity.

This paper establishes that to ensure office environments are designed for optimum productivity; consideration needs to be given to the role of the behavioural environment. Office environments need to be designed to enhance collaboration, whilst at the same time ensure individual private work is not compromised.

The purpose of this study is to highlight the key challenges and opportunities that lie with some of the alternative avenues/tools to promote financial access to MSME in India.

Initially, the study discusses the scope of various alternative avenues/tools for MSME financing along with traditional bank SME credits, highlighting some of the factors that will boost the high performance and growth of MSME in future.

There is a dominance of domestic banks in the MSME financing over cross-border banks in India. The study finds several opportunities lie in the MSME financing for the banks and other alternative avenues/tools: friendly government policies and improving the legal system make the business environment suitable for MSME financing business. There are several obstacles like discrete presence of clients, high operating cost and low profitability, lack of proper risk management and low literacy rate that make MSME financing difficult for the SME finance business. Active government initiatives and other supporting factors will act as the game changer and promoter for the banks and other alternative avenues/tools for MSME financing.

The paper is original and brings out some valuable findings that will help the SME business clients to choose alternative access to finance.

Focuses on the importance of successful competitive positioning in the European consumer market. Presents a model for establishing a competitive position in the minds of consumers. Proposes that the model presented will help marketing executives achieve a better competition position in the European market by the successful use of components and elements which it has identified.

While research and adoption of servant leadership are on the increase, little is known about the mechanisms through which it affects organizational performance. Drawing on the contingency theory, the purpose of this paper is to examine the extent to which organizational strategy and structure affect the relationship between servant leadership and organizational performance.

Survey data were collected from 336 direct reports of CEOs/GM/MDs in Australian SMEs, and multiple regression analysis was used in the hypotheses testing.

The study found that the relationship between servant leadership and performance is moderated by the three-way interaction effects of differentiation and centralization as well as cost leadership and formalization.

This study shows that the positive effects of servant leadership on performance are more pronounced in organizations with minimal organizational structure that are not fixated on cost minimization. To that end, ensuring that there is a fit among organizational strategy, structure, and leadership is a key priority for senior executives.

This research is one of the first to examine the boundary conditions of servant leadership, demonstrating the effects organizational structure has on servant leadership’s influence. Further, this research extends the contingency theory by focusing on strategy and structure, rather than just structural impacts.

This chapter is an overview of herstorical, political and theatrical developments in South Africa. It provides an overview of the background to the herstory of South Africa from 1912–1993.

Dates are included which have relevance to the herstory of South African Women; for example, 1912 was the year of the formation of the African National Congress (ANC); in 1913 Charlotte Maxeke led a march against pass laws for African women; the Native Land Act of 1913 stated that natives were no longer able to buy, sell or lease outside the stipulated reserves; the Influx Control and The Natives Urban Act of 1923 and amendments to the Act in 1937 had devastating consequences for African women as it severely restricted their movements from rural to urban areas. The year 1930 is important because this was when white South African women acquired the vote which gave political activists such as Helen Joseph and Helen Suzman a political voice. In 1948 the ANC Women’s League (ANCWL) was formed. Political events from the 1970s through to 1993, demonstrate how the Black Consciousness Movement (BCM), the African National Congress (ANC), other anti-apartheid organisations and the apartheid government realised the effectiveness of theatre as a political weapon