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Outlines some ideas to help companies create a culture which supports middle management development. Ideas are based on research findings among privatized companies and other academic research. Presents a number of recommendations to encourage organizations to re‐evaluate the role of their middle managers.

Presents findings of research into culture change among middle managers. Middle managers from 46 privatized organizations in the UK formed the survey group, and their attitudes towards the process of privatization and the culture change from public to private sector were recorded and discussed. Results show that managers have a positive attitude towards the changes and a willingness to adapt their role by becoming more proactive in the change process.

The purpose of this paper is to critique the adequacy of efforts to capture the complexities of customer experience in a business-to-business (B2B) context using input–output measures. The paper introduces a strategic customer experience management framework to capture the complexity of B2B service interactions and discusses the value of outcomes-based measurement.

This is a theoretical paper that reviews extant literature related to B2B customer experience and asks fresh questions regarding B2B customer experience at a more strategic network level.

The paper offers a reconceptualisation of B2B customer experience, proposes a strategic customer experience management framework and outlines a future research agenda.

This paper is conceptual and seeks to raise questions surrounding the under-examined area of B2B customer experience. As a consequence, it has inevitable limitations resulting from the lack of empirical evidence to support the reconceptualisation.

Existing measures of customer experience are problematic when applied in a B2B (services) context. Rather than adopting input- and output-based measures, widely used in a business-to-consumer (B2C) context, a B2B context requires a more strategic approach to capturing and managing customer experience. Focussing on strategically important issues should generate opportunities for value co-creation and are more likely to involve outcomes-based measures.

Improving the understanding of customer experience in a B2B context should allow organisations to design better services and consequently enhance the experiences of their employees, their customers and other connected actors.

This paper critiques the current approach to measuring customer experience in a B2B context, drawing on contemporary ideas of value-in-use, outcomes-based measures and “Big Data” to offer potential solutions to the measurement problems identified.

Examines the concept of brand orientation in the charity sector against a background of mounting criticism that charities are under‐using their brands and not managing them properly. From the academic literature and a series of depth interviews, four key components of brand orientation were identified which were operationalised into a series of item statements and tested on charity managers in the Top 500 UK charities. From an exploratory factor analysis of the data, it seems that brand orientation may comprise one “general factor” of brand orientation incorporating “brand understanding”, “brand communication” and more substantially, “the strategic use of brands” and six further factors, three of which comprise different managerial responsibilities. All but one of these factors correlated satisfactorily with secondary indicators of brand orientation. The paper discusses the results and examines the implications for charities.

Diversity in board composition, in particular the underrepresentation of women, has received significant attention over recent years in many sectors, including sport. Within British horseracing, whilst some maintain that the industry operates consistently as a meritocracy, others argue that women remain underrepresented at senior levels. This chapter explores arguments for increasing the number of women on boards and governing bodies, covering the business case and the ways that ‘substantive’ and ‘descriptive’ representation might embed sustained structural change. It draws on a research study which identified a lack of gender balance in many of horseracing's governing structures. Though emerging from its history as ‘mainly a male world’, structural barriers to impede women's progress remained evident. Women were found to experience a lack of role models, limited access to the mentoring and networking they needed to navigate the industry, and gender stereotyping. The response to these findings resulted in an industry plan for change, instigated by the British Horseracing Authority. This included the introduction of a specialist advisory body, targets for increased women's representation, diversity data collection and analysis, and support for role model and mentoring initiatives. These activities are reviewed herein using the organisational theoretical approaches of ‘institutional theory’, which identifies external pressures to conform to accepted business practice; ‘resource dependency theory’ and the role of inter-organisational arrangements; and ‘network theory’ analysing interdependencies with other organisations. I conclude by evaluating the potential impact of this work for achieving more gender-balanced governance.

A common criticism of research into information seeking on the internet is that information seekers are restricted by the demands of the researcher. Another criticism is that the search topics, are often imposed by the researcher, and; particularly when working with children, domain knowledge could be as important as information‐seeking skills. The research reported here attempts to address both these problems.

A total of 15 children, aged 11 to 16, were each set three “think aloud” internet searches. In the first, they were asked to recall the last time they had sought information on the internet, and to repeat the search. For the second, they were given a word, asked to interpret it, then asked to search for their interpretation. For the third, they were asked to recall the last time they had been unsuccessful in a search, and to repeat the search. While performing each task, the children were encouraged to explain their actions.

The paper finds that the factors that determined a child's ability to search successfully appeared to be: the amount of experience the child had of using the internet; the amount of guidance, both from adults and from peers; and the child's ability to explore the virtual environment, and to use the tools available for so doing.

Many of the searches performed by participants in this paper were not related to schoolwork, and so some of the search approaches differed from those taught by teachers. Instead, they evolved through exploration and exchange of ideas. Further studies of this sort could provide insights of value to designers of web environments.

Draws on the findings of a quantitative survey and a number of qualitative focus groups and interviews to explore consumer behaviour and reasoning concerning the return of products. The findings serve as the basis for the discussion of the special case of returns deliberately premeditated at the point of purchase, a behaviour pattern termed “deshopping”. The incidence, key features and causes of “deshopping” behaviour are explored. Findings clearly illustrate the interplay of the functional, experiential and symbolic aspect of the consumption process as underpinning this behaviour pattern. Furthermore, they point to a cognitive lag between legal and perceived contract which hinges on the concept of “newness”, tied to the use of the exchange value rather than the symbolic value of the product. Deshopping serves as a financial and social risk reducing strategy which is unique in that it can be applied after the time of purchase.

The present study examines the potential relationship between financial capability and household financial vulnerability for a sample of Spanish individuals.

The methodology combines a literature review deepening on the two concepts addressed in this paper – financial vulnerability and financial capability – and an empirical analysis. Based on a sample of 7,811 Spanish individuals taken from the Survey of Financial Competences, different probit regression models are used to test the relationship of key independent variables (namely, financial literacy, financial inclusion, and financial capability) with household financial vulnerability.

Empirical evidence points to the existence of a negative relationship between financial capability and household financial vulnerability. Besides, the variable on financial capability demonstrates, per se, a greater explanatory power than its two components (i.e. objective financial literacy and financial inclusion) separately, particularly in the case of financial literacy.

This paper contributes to the research on household finances along three main dimensions. Firstly, it enhances the research on financial capability by analysing how it relates to consumers' financial vulnerability; an association barely explored by the extant literature. Secondly, it gets closer to the multifaceted concept of financial vulnerability through a wide set of objective and subjective proxy variables. And thirdly, the empirical evidence found leads to proposing some recommendations aimed at improving households' financial capability.

Computable general equilibrium, or CGE, is a well-established numerical simulation technique for evaluating the economy-wide effects of changes in an economic system. It has become very widely used throughout the economics discipline, but is perhaps employed most frequently in the analysis of changes in international trade policy, where changes in tariffs and other taxes are often large and almost always involve multiple sectors and/or regions simultaneously. CGE methods, while certainly not without their limitations, have proved very effective at tracking the myriad of feedback and flow-through effects associated with new regional trading agreements and multilateral trade reforms, and have provided a consistent mechanism of analyzing the effects of changes in trade policy and related areas on a diverse range of economic outcomes.