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Innovations are vital tasks for modern two-sided platforms to grow and avoid defunct. How these two-sided platforms innovate to impact platform performance remains virtually unexplored in literature. The purpose of this paper is to classify two types of platform innovations – same-side and cross-side – and to hypothesize that their performance is contingent on platform monetization type, growth rate and user acquisition and retention costs.

The authors collected news announcements of 177 same-side producer-to-producer (P-P), 216 same-side consumer-to-consumer (C-C) and 284 cross-side producer-to-consumer (P-C) innovations from 30 two-sided platforms and used event study and econometric techniques in data analysis.

The findings reveal that same-side innovations cannot sufficiently lead to an impact on platform performance, while cross-side innovations are always beneficial. Same-side P-P innovations can affect platform performance positively on consumer-monetized platforms, whereas same-side C-C innovations can only do so on producer-monetized platforms. Besides, when platforms grow rapidly (slowly), cross-side (same-side) innovations strengthen platform performance. On platforms that are subject to higher (lower) user acquisition and retention costs, only same-side (cross-side) innovations can enhance platform performance.

This study provides actionable insights for platform practitioners to implement proper strategies to manage same-side and cross-side innovations based on the three platform attributes of platform monetization type, growth rate and user acquisition and retention costs.

This study offers the first systematic and empirical investigation of two-sided platform innovations by classifying them as same-side innovations for building capability in managing users and cross-side innovations for establishing capability in managing exchange, which are the two core capabilities for two-sided platforms to avoid defunct. This study further provides a contingency framework that is unique to the two-sided platform setting to study the performance impact of these innovations.

Following the recommendation of the food and agriculture organization of the United Nations in agricultural innovation, for taking advantage of emerging technologies, in benefit of small-farmers, the present study explores one of the most ancient crops in the world that privileging the application of tacit knowledge, to become a succulent plant called agave, into the so-called drink of the gods, the mezcal. For this, the purpose of this study is to discover innovation opportunities and reconfiguring knowledge interaction dynamics of the agricultural artisan production of agave-mezcal from Oaxaca, Mexico, using emerging technologies

Following a qualitative-quantitative approach, the study was carried out with 44 mezcal producers from Oaxaca, Mexico, through face-to-face session, questionaries’ application and field visits, based on the model of socialization, externalization, combination and internalization (SECI) through Likert-scale questions, combining the non-parametric statistical analysis and digital compass, for the detection of technological opportunities

Basing on artisanal process, context-knowledge place, technological resources and SECIs model results, the opportunities must go in the route of labour in the logic of digital performance. In this sense, becomes relevant to develop an easy-use mobile application for improving the interaction of mezcaleros with external agents and another’s producers., A second proposal is the creation of mezcal-tech-hub, thinking as collaborative space, for promoting the interaction producer-to-producer and producer-to-external agent.

The value of the present study is the empirical description of knowledge dynamics interaction contained in the agricultural artisan production of agave-mezcal through SECI model; the identification of problems, failure or barriers contained in the knowledge interaction dynamics of the agricultural artisan production agave-mezcal; the proposal of innovation opportunities for reconfiguring the knowledge interaction dynamics of the agricultural artisan production agave-mezcal from a developing economy, using emerging technologies.

Examines the economic factors that influenced chemical based agriculture in Australia and the adverse environmental effects of agrochemicals. Reports how technological change, government policies and institutions affected the environment through chemicals. Discusses the effectiveness of alternative policy measures in mitigating these adverse consequences.

Online shopping is one of the most rapidly growing forms of shopping and provides a global shop window for producers who wish to sell and market their products. This paper seeks to investigate the internet as an alternative distribution channel for Irish producers of speciality food products.

Primary data collection involved consumer focus groups, a producer web audit, producer depth interviews and an e‐mailed online producer survey.

Consumers of speciality food appear to trade off the convenience and variety potentially available with online shopping for the sales experience associated with more traditional outlets, particularly speciality food outlets and direct sales channels. Nonetheless, the internet can be a significant sales channel for some speciality food producers with products of specific attributes, e.g. high value goods, and products with elaborate and gift‐oriented packaging and for those targeting consumers with previous purchase experience. For the majority of producers, the internet can complement other marketing channels and its role in managing information and relationships may be more important than online sales. Significant challenges exist for speciality food producers to use the internet as a significant sales channel.

The paper considers food as a category comprising a number of different types of products based on their search, credence and experience characteristics. It applies this categorisation to speciality food and examines the influence of these characteristics on the role of the internet as both a sales and marketing channel in Ireland. It uses both consumer and producer perspectives in the analysis.

This study aims to expand understanding of servant leadership beyond organisational boundaries by making an examination of its role in the establishment and growth of a social movement.

This paper’s findings are developed from four sequential, semi-structured interviews and a narrated tour of Garstang with the founder of the Fairtrade Towns (FTT) movement. It follows a theoretical framework of servant leadership (SLship) from Spears (1996; 2009). Evidence is gathered through in-depth investigation of the activities of Bruce Crowther, the architect and driving force behind the FTT initiative.

The findings discovered how SLship operates in a social, place-based setting to influence Fairtrade consumption. The paper argues the success of the FTT movement is linked to Bruce Crowther’s leadership. The findings presented draw and expand upon Spears’ ten characteristics of SLship. Utilisation of this framework sees Crowther emerge as a servant leader operating at a community level to influence FT consumption via the FTT movement.

The paper makes a contribution to theory by identifying the novel characteristic of servant leaders that is exploring affinity and proffers it as an extension of Spears’ framework. It also provides valuable information about the impact and importance of SLship in the efficacious advance of ethical consumerism.

Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have resulted in substantial criticism. This paper aims to show that each characteristic is valid and useful when related to an individual aspect of services instead of being assigned to services as a single entity.

Based on customer integration, a framework (FTU framework) and a resource typology are developed. These approaches are the theoretical foundation of the analysis.

The FTU framework and a resource typology reveal different aspects of services and allow the assignment of the IHIP characteristics to them. Intangibility is assigned to the service offering, heterogeneity and inseparability to customer resources, and perishability to the facilities of the provider.

The paper is based on a theoretical analysis. Researchers may want to empirically test the approach.

Assigning the IHIP characteristics more clearly to certain aspects of services reveals their origin and makes them more tractable. For example knowing that heterogeneity of services is due to customers resources makes it more predictable and manageable.

Although the IHIP characteristics are both widely cited and criticized, existing research has only tried to find and establish new characteristic(s). The approach of this paper is original because it takes a more trenchant look at them in order to develop a framework identifying aspects of services for which they apply.

This paper argues that a genuinely customer‐oriented organizational culture is a prerequisite if service firms are to excel in the marketplace. It presents several traits or values representing such a culture and discusses the importance of those values by linking them to unique features of the nature and delivery of services. The paper also addresses problems and prospects associated with developing a customer‐oriented culture, and it concludes with implications for services marketing practitioners and researchers.

Brand equity has been a topic of interest in consumer goods markets for many years. Several studies suggest that existing consumer‐based measures of brand equity, which have traditionally been used in the consumer goods markets, can also be used to capture brand equity in the services markets. The purpose of this research is to assess the quality dimension in consumer‐based measurers of brand equity in the context of services and to compare it with consumer goods.

A pilot and a main study were conducted. Nine different brands were tested in a consumer‐based experimental online survey. Each participant was assigned randomly to one brand.

In the consumer goods markets customer service can be considered as a marketing instrument. In the services markets customer service is a part of the perceived quality of a service.

The implication leads to the question whether existing measures of brand equity in consumer goods markets should be used without adaptation in services markets. The findings show that the consumer‐based brand equity should be measured different in these markets. Concerning the differences the findings show also that customer service can be seen as a marketing instrument in consumer goods markets and a part of the perceived service quality in services markets.

There is a lack of research in the difference of measuring brand equity between consumer goods and services. This paper explores this difference of measuring brand equity.

This paper examines the rise of electronic‐commerce and its implications for quality and service delivery with particular reference to its impact on legal services. E‐commerce is growing at a phenomenal rate with more organisations offering their goods and services on‐line every day. Importantly, this growth is being matched by the number of people gaining access to the Internet in a variety of ways. E‐commerce offers both opportunities and threats to law firms. The main threat is identified as coming from on‐line competitors offering reduced prices and higher customer services. This competition is forcing law firms to change their attitude to new technology generally and the Internet in particular. A Web presence allows legal practices to be more transparent and to offer greater access to information to customers by way of improving their services. This improved communication may lead to a reduction in complaints against solicitors. The paper concludes that the Internet will have a profound effect on the way private law firms conduct business.

The study is designed to explore the drivers of customer satisfaction of leading mobile network providers in a high‐growth market like Kolkata a metropolitan city in India.

A framework was developed based on earlier study of eminent researchers pertinent to customer satisfaction of mobile network providers in Germany, France, Korea, Canada, the USA and Greece. The construct flexibility was considered as a new determinant for customer satisfaction. For this data were collected from 277 respondents and pertinent analysis were made using multivariate techniques.

The study finds that generic requirements, price, and flexibility are major drivers of customer satisfaction of mobile network providers and brand wise relevance of these key determinants.

The fixed line telephone directory was the sampling frame, and all the respondents considered in the survey had a fixed line but there are situations where customer subscribes only to mobile phones. It is also necessary to study other metropolitan cities of India to validate the results we have obtained for Kolkata. Originality/value – The current research has taken into account new driver of customer satisfaction in a high‐growth market and this is the first study on drivers of customer satisfaction of leading mobile network providers in the city of Kolkata, India.