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Notes that the premiss of all efforts to achieve customer satisfaction is the basic assumption that customer satisfaction leads to customer loyalty. Although this thesis sounds reasonable, empirical studies indicate that satisfaction often is only a weak indicator of customer loyalty. This can partly be explained by shortcomings in satisfaction measurement. In applying unidimensional rating scales, it is assumed that customers who give the same satisfaction score also experience the same emotions, cognitions and intentions. This assumption is questionable, for satisfaction also has a qualitative dimension. Presents a qualitative satisfaction model, which results in five different qualitative satisfaction types with different patterns of emotions, cognitions and intentions. Results from an empirical study suggest that these satisfaction types imply different levels of the risk that even satisfied customers terminate a business relationship and switch to competitors.

Debates in US politics over abortion, homosexuality and other socio‐moral issues are increasingly explained by sociologists, politicians, policy advocates and the media as the result of a “culture war” in American society. Contained in this explanation is a theory that explains the moral value attitudes driving these debates as the product of conflicting worldviews. Since the worldviews that ultimately drive these debates cannot be compromised, the debates are said to be insoluble using normal democratic processes. The widespread dissemination of the hopeless aspect of this theory generates concern of self‐fulfilling prophesies. In this paper I outline the “culture war” and traditional “status group” theories and offer a critique. I conclude with an explanation of how the traditional “status group” explanations of these conflicts offers a more accurate — and more hopeful — vision of US society that avoids potentially self‐fulfilling prophesies of war.

Bosco, Liu, and West's chapter on underground lotteries in rural China is one that begs permission to cross the boundaries between parts of this volume, for it deals with the integration of the Chinese economy with others, and it also poses certain moral questions about the nature of markets and rationality in economic exchanges (see also Suarez, this volume). But the authors, after reviewing the evidence, ultimately conclude that China's underground lotteries must be viewed in relation to that country's phenomenal economic development in recent decades. They show that the rise of illegal underground lotteries in China is tightly connected to the development of the modern capitalist economy there, and that although it seems at first glance to be powered by irrationality and superstition, it actually functions according to capitalist principles – at least as viewed by the participants. They also argue that rural villagers who place bets in them are not mere victims of nonsensical beliefs or of opportunistic “outsiders,” but rather that they are participating in their own way in a system in which luck clearly plays a very large role, but one over which they have little control, and one that is grounded in the historical commercialized economy of China (see also Richardson, 1999). It is interesting to note the way that participants rationalize the lottery and their actions through their assumption that it is rigged – their approach to it is markedly different from that of someone from, for example, Japan or the United States, where such a lottery is assumed from the start to not be rigged. Bosco and co-authors well demonstrate here the importance of viewing a cultural phenomenon as part of a greater whole, and one in a constant state of flux.

I'VE said it before, and I'll say it again: Eastbourne is an excellent place for a conference, and I set out for it after five years' absence with the hope that its handsome and genial presence would produce something better than the mixture of ordinary, obvious and sometimes inaudible papers that have been a constituent of more than one intervening conference. That towns can affect such occasions is no doubt a farfetched conceit, but they certainly affect me; as soon as I arrived the environmental magic worked, and old friends and new faces were seen in the golden light of perfect autumn weather.

This bibliographic essay reviews the English‐language collection development and management literature published in 1997. Selection, deselection, access as an alternative to ownership, collection evaluation, user studies, organization and staffing for collection development, serials collection management, and electronic resource collection management, among other topics, are included. The primary emphasis is on articles, books, and book chapters. More than 180 items are covered in the essay.

The purpose of this review is to systematically understand the development of enterprise social media (ESM) research, quantitatively analyze the landscape and track the development of ESM literature and reveal new trends and challenges in ESM research.

Based on 321 relevant literature studies (2005–2020) collected from the Web of Science core collection, the visualization tool CiteSpace is used to conduct bibliometric cocitation and cooccurrence analyses to quantify and visualize the landscape and evolution of ESM research.

Through analyzing the author cocitation network, document cocitation network, journal cocitation network and keywords cooccurrence network, this review proposes an integrated research framework, which highlights major purposes, antecedents and consequences of ESM use in organizations and presents future research trends of ESM research.

Different from the existing qualitative review of ESM, this review adopts bibliometric review to quantify and visualize the landscape of ESM research.