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As service organizations move toward the open system strategic customer orientation, they need to ensure consistency among competitive methods, performance measures and strategies utilized. This paper aims to examine the relationships among these important facets of today’s service organizations. The study at hand examines the relationship among competitive methods, implicit strategy and performance measures used by Portuguese service organizations.

This research uses a survey-based methodology. Factor analysis, cluster analysis and regression analysis procedures are used to analyze the collected data from Portuguese service organizations.

Based on the results of this study, it appears that some of the studied service organizations are steadily moving toward the open system mode of strategy, competitive methods and performance measurement. However, the majority of the service organizations examined appeared to be in a state of strategic confusion, as they appear to lack the consistency among competitive methods, performance measures and desired strategic orientations.

The sample used in this study is specific in nature, as it includes only Portuguese service organizations. Therefore, the results of this study should be interpreted with caution. Future research in other cultural service settings is recommended. Such research should emphasize the exploration of theoretical frameworks, which tend to practically integrate competitive methods, performance measures and strategic orientation.

This study has direct practical implications for service managers, as they attempt to integrate their organizational systems. As such, the research in this study paves the way toward the practical integration and consistency among competitive methods, performance measures and strategic orientations needed to enhance the customer orientation. In this context, such integration and consistency are essential to enhance the strategic competitiveness of today’s service organizations operating in a dynamic marketplace.

This research combines bodies of knowledge dealing with competitive methods, performance measures and their impact on strategic orientations. The conceptual framework offered in this research attempts to facilitate the understanding for consistent practice pertaining to the competitiveness of the open system service organization in a dynamic environment. Such consistency is essential to the competitiveness of the organization in a dynamic environment.

The purpose of this paper is to analyse the mutual learning implications for service productivity of the characteristics of service and service production.

This is a conceptual paper. The starting point is, first of all, that productivity as a management concept should help a firm to manage its economic profit, and secondly, that service organizations are open systems, where the customers participate as co-producers and are exposed to the firm’s production resources and processes. Unlike in manufacturing, to understand productivity in service organizations as a means of managing profit, cost effects and revenue effects of changes in the productions system cannot be separated. Due to the interaction between customers and the firm’s resources during service production, dialogical collaboration between them develops. This enables mutual learning.

Given the social dynamics in service production processes, four learning processes that influence service productivity are identified. Two processes enhance the organizations’s internal efficiency (cost savings), and two enhance its external effectiveness (perceived quality, revenue generation); two are organization-driven, two are customer-driven.

The mutual learning model demonstrates how the service provider by learning from the dynamics of service encounters in many ways can manage the productivity of the organizations’s processes. It shows that learning enables improvement of service productivity through effects enhancing both internal efficiency and external effectiveness.

In a productivity context, learning has not earlier been studied as a mutual learning phenomenon.

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

Assuming that organizations are open and have increasingly permeable boundaries, one risks overlooking the strategies employed by organizations to defend their own logics and routines, as illustrated by the example of the implementation of active labor market policies. It is often assumed that only open, networked organizations can fulfill the demand of offering individualized employment and social services to citizens. On the basis of an in-depth case study, we show how a jobcenter organization dealt with these challenges by developing its own decision-making criteria on a procedural, structural, and personal dimension. This implies not only cognitive openness but also operational closure and increased internal “requisite variety,” in the language of systems theory.

In the open data context, the shared data could come through many transformation processes, originating from many sources, which exposes the risk of non-authentic data. Moreover, each data set has different properties, shared under various licenses, which means the updated data could change its characteristics and related policies. This paper aims to introduce an effective and elastic solution to keep track of data changes and manage their characteristics within the open data platform. These changes have to be immutable to avoid violated modification and could be used as the certified provenance to improve the quality of data.

This paper will propose a pragmatic solution that focuses on the combination of comprehensive knowledge archive network – the broadest used open data platform and hyperledger fabric blockchain to ensure all the changes are immutable and transparent. As using smart contracts plus a standard provenance data format, all processes are running automatically and could be extended to integrate with other provenance systems and so the introduced solution is quite flexible to be used in different open data ecosystems and real-world application domains.

The research involves some related studies about the provenance system. This study finds out that most of the studies are focused on the commercial sector or applicable to a specific domain and not relevant for the open-data section. To show that the proposed solution is a logical and feasible direction, this paper conducts an experimental sample to validate the result. The testing model is running successfully with an elastic system architect and promising overall performance.

Open data is the future of many businesses but still does not receive enough attention from the research community. The paper contributes a novel approach to protect the provenance of open data.

The purpose of this paper is to focus on Koha enterprise resource planning system and its potential impact on information management organizations in Kenya against the risks and myths associated with the solution.

The study focused on selected scan and analysis of information management organizations using Koha enterprise resource planning system in addition to document or desk review analysis. Expert opinions and ideas of information professionals, especially information systems and information leaders, also provided vital knowledge.

Koha enterprise resource planning system as the premier and leading free and open-source software is transforming and integrating information services in knowledge-based organizations. Driving significant forces include economical benefits, global customer base, free use and distribution, technical and online support, compatibility and integration with other technologies and global access to information and organization of knowledge. The study also established that the risks and myths associated with the system such as compatibility and integration with other technological solutions are no longer possible challenges. Koha provides business intelligence and cloud computing solutions over proprietary or commercial systems for managing and supporting information in organizations.

This study purposively focused on selected information and knowledge management organizations using the Koha free and open-source enterprise resource planning system in addition to expert opinions and ideas of stakeholders in the information industry.

Koha enterprise resource planning system provides alternative solutions to information organizations already burdened with limited financial resources. In addition, it proves to the entire world that the solution that was developed for rural and small-based information organizations has developed into a leading knowledge enterprise resource planning solution. In information management organizations, Koha enterprise resource planning system is the strategic asset whose growth and use has increased tremendously across the globe.

Potential widespread application and usage of the Koha enterprise resource system that was initially developed for rural and small information organizations is proof enough that the free and open-source software movement can produce best solutions that are economically viable over proprietary systems. Significant impact of the enterprise system across the globe indicates that information management organizations, information professionals and leaders are satisfied with the system.

In the knowledge-based economy, where technological systems and solutions are fundamental for quality delivery of services to the customers, information professionals must and as always provide the necessary technology, leadership and management qualities. Across the world, Koha free and open-source enterprise resource planning system is increasingly gaining momentum in information management organizations, and Kenyan information professionals are no exception.

In the last four years, since Volume I of this Bibliography first appeared, there has been an explosion of literature in all the main functional areas of business. This wealth of material poses problems for the researcher in management studies — and, of course, for the librarian: uncovering what has been written in any one area is not an easy task. This volume aims to help the librarian and the researcher overcome some of the immediate problems of identification of material. It is an annotated bibliography of management, drawing on the wide variety of literature produced by MCB University Press. Over the last four years, MCB University Press has produced an extensive range of books and serial publications covering most of the established and many of the developing areas of management. This volume, in conjunction with Volume I, provides a guide to all the material published so far.

To achieve a full understanding of the role of marketing from plan to profit requires a knowledge of the basic building blocks. This textbook introduces the key concepts in the art or science of marketing to practising managers. Understanding your customers and consumers, the 4 Ps (Product, Place, Price and Promotion) provides the basic tools for effective marketing. Deploying your resources and informing your managerial decision making is dealt with in Unit VII introducing marketing intelligence, competition, budgeting and organisational issues. The logical conclusion of this effort is achieving sales and the particular techniques involved are explored in the final section.

An updated version of the original (1985) text, the book covers all aspects of marketing and selling bank services: the role of marketing; behaviour of customers; intelligence, planning and organisation; product decisions; promotion decisions; place decisions; price decisions; achieving sales. Application questions help to focus the readers' minds on key issues affecting practice.