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This special “Anbar Abstracts” issue of the Journal of Product & Brand Management is split into ten sections covering abstracts under the following headings: Marketing strategy; Customer service; Pricing; Promotion; Marketing research; Product management; Channel management; Logistics and distribution; New product development; Purchasing.

This special “Anbar Abstracts” issue of the Journal of Business & Industrial Marketing is split into seven sections covering abstracts under the following headings: Marketing strategy; Customer service; Promotion; Product management; Marketing research.

This paper aims to explore patient to care provider reverse exchanges to improve the care processes and service supply chain using an online feedback platform. This paper demonstrates how a better understanding of timely and unsolicited feedback (“voice of the patient as a customer”) stimulates local interventions to improve service delivery and enact the essential characteristics of highly reliable organisations (HRO).

A realist approach involving an exploratory hospital case study using user feedback from an IT patient feedback platform. The methodology included interviews, secondary data and access to thousands of patient feedback narratives.

The findings show that a systems approach to the supply chain, using real-time feedback to enact process improvement is beneficial and a fruitful source of innovation for professional services staff. The setting of the improvement focusses on a true “voice of the customer” rather than attempting to improve arbitrarily internal process efficiency has major benefits for staff and their engagement with the right interventions to support higher performance.

The findings show major positive benefits for the adaptation and constant reflection of staff on the service provided to patients. The approach provides a means of reflecting as to whether the current supply chain and service provision are fit for purpose, as well as reliable, efficient and of value to the consumer.

This study is one of a few that adopt the consumer orientation needed to fully exploit the concepts of patient-centric improvement by including dynamic feedback in the supply chain and systems approach to care.

A SPLENDID conference, I thought. True, there were those who complained, those who thought some of the papers were elementary and those who thought that we had come a long way to learn very little. I don't agree at all. Some of the papers did, I admit, deal with basic considerations but it does nothing but good to re‐examine the framework of our services from time to time. In any case other papers were erudite, and for the first time I have seen an audience of librarians and authority members stunned, almost, into silence.

Nobody concerned with political economy can neglect the history of economic doctrines. Structural changes in the economy and society influence economic thinking and, conversely, innovative thought structures and attitudes have almost always forced economic institutions and modes of behaviour to adjust. We learn from the history of economic doctrines how a particular theory emerged and whether, and in which environment, it could take root. We can see how a school evolves out of a common methodological perception and similar techniques of analysis, and how it has to establish itself. The interaction between unresolved problems on the one hand, and the search for better solutions or explanations on the other, leads to a change in paradigma and to the formation of new lines of reasoning. As long as the real world is subject to progress and change scientific search for explanation must out of necessity continue.

In my original efforts, I designated and depicted no less than nine “men” of economics. Essentially, I contended, as man has always tended to create God in his own image and likeness, so economists have fashioned man largely in their discipline's perceived nature and scope. These generic homines economici, that is, have thus been and perhaps cannot really be other than economists' “men”, and the study thereof provides accordingly a meaningful alternative approach to the history, nature and scope of economics itself.

André Gide's prophetic words during an interview at Karlsbad in 1933: “Hitler represents a delay in the progress of humanity. There will be another peaceful Revolution in Spirit — different from Capitalism, Socialism‐Communism and Fascism — which will guide the development of humanity to its right destination.”

The purpose of this paper is to provide an overview of the e‐book marketplace players and their services against a context in which e‐books are becoming an increasingly significant category of digital resource.

The paper starts with a brief overview of the literature on the global e‐book market and e‐book business models offered by vendors to libraries. Analysis of the web sites of nine e‐book publishers and 11 e‐book aggregators was used as a basis for profiling the main features of e‐books (user‐oriented features and librarian‐ oriented features) and the services offered by e‐book publishers and e‐book aggregators. Key points from these profiles are discussed, and conclusions and recommendations for the future of the e‐book marketplace are offered.

The e‐book market is under constant change and it is important to monitor its development, not just at national but also at international level. Currently, the majority of e‐book vendors market to libraries – typically academic libraries, and publishers are increasingly using e‐aggregators to distribute their titles. Collections of e‐books are expanding gradually and there is evidence of increasing uptake. Current e‐book business models are complex and range considerably.

This development of the availability of e‐books could have significant implications for the future role of libraries and for library strategies, policies and processes.

The paper draws attention to the potential of the future importance of e‐books and profiles the uptake of the e‐book marketplace in terms of main players and their services.

Managers spend a great deal of time in meetings making decisions critical to organisational success, yet the design aspects of meetings remain largely understudied. The purpose of this paper is to elaborate on the potential impact of one critical design aspect of meetings – namely, whether a decision to be taken (or the meeting in general) was scheduled or not – on the use of distributed information, information elaboration, conflict, speed of decision making, and, ultimately, decision-making effectiveness.

The research presented in this paper combines a literature review with empirical data obtained from questionnaires and direct observation of decision making meetings on organisational issues in a hospital. One meeting was scheduled, the other two were unscheduled. A second questionnaire was administered 12 months after the respective decision making meetings to explore and evaluate the efficiency of the decisions made and their implementation.

This paper suggests that a scheduled meeting with a shared agenda of all decisions to be taken may induce decision makers to form opinions upfront at the meeting, with these opinions eventually serving as sources of conflict during group discussion. Because of the nature of the conflict generated, these meetings are more likely to run long and to not deliver the expected outcomes.

The study contributes to the debate on group decision-making processes by examining the effect of meeting scheduling on information elaboration and conflict in real-world decision-making settings. Although robust evidence has supported the existence of relationships between information elaboration, conflict, and decision-making effectiveness, previous studies have mainly focused on the effects of these processes during scheduled meetings and experimental settings. The findings of the present study show the effect of meeting scheduling on decision-making effectiveness in real-world settings.

Dealing with intellectual capital (IC), the purpose of this paper is to provide a strategic tool for management activities in knowledge-based organizations. In particular, in the contribution, an integrated framework for intangibles’ representation, evaluation and control in Science Parks is developed.

Starting from a review of the main instruments for measuring intangible resources in an organization, an integrated model of IC for Science Parks is formulated.

The paper demonstrates that Science Parks are big repositories of knowledge but they are neither familiar with the IC management nor with the use of methodologies functional for the resources representations and for the variations dynamics of their value. Thereby it answers to questions related to the IC process representation, responding to managerial exigencies and to measurability and repeatability as strategic activities for business running.

Unlike the great number of studies on IC that formulate objective metrics of the value of firms’ intangible assets, the paper presents a model not to describe but to shape processes in a knowledge-based organization and to achieve and communicate results both for management and for increasing transparency of communication with external stakeholders.