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This study aims to explore the scope of consumers’ defective co-creation behaviour in professional service encounters. One of the founding premises of service-dominant logic (Vargo and Lusch, 2004, 2008) is that consumers co-create the value they derive from service encounters. In practice, however, dysfunctional consumer behaviour can obstruct value co-creation. Extant research has not yet investigated consumers’ defective co-creation behaviour in highly relational services, such as professional services, that are heavily reliant on co-creation.

To investigate defective co-creation in professional services, 164 critical incidents were collected from 38 health-care and financial service providers using the critical incident technique within semi-structured, in-depth interviews. Thematic coding was used to identify emergent themes and patterns of consumer behaviour.

Thematic coding resulted in a comprehensive typology of consumers’ defective co-creation behaviour that both confirms the prevalence of previously identified dysfunctional behaviours (e.g. verbal abuse and physical aggression) and identifies two new forms of consumer misbehaviour: underparticipation and overparticipation. Further, these behaviours can vary, escalate and co-occur during service encounters.

Both underparticipation and overparticipation are newly identified forms of defective co-creation that need to be examined within the broader framework of service-dominant logic (SDL).

Enterprise resource planning (ERP) is assumed as a commonly used solution in order to provide an integrated view of core business processes, including product planning, manufacturing cost, delivery, marketing, sales, inventory management, shipping and payment. Selection and implementation of a suitable ERP solution are not assumed a trivial project because of the challenging nature of it, high costs, long-duration of installation and customization, as well as lack of successful benchmarking experiences. During the ERP projects, several risk factors threat the successful implementation of the project. These risk factors usually refer to different phases of the ERP projects including purchasing, pilot implementation, teaching, install, synchronizing, and movement from old systems toward new ones, initiation and utilization. These risk factors have dominant effects on each other. The purpose of this paper is to explore the hybrid reliability-based method is proposed to assess the risk factors of ERP solutions.

In this regard, the most important risk factors of ERP solutions are first determined. Then, the interactive relations of these factors are recognized using a graph based method, called interpretive structural modeling. The resultant network of relations between these factors initiates a new viewpoint toward the cause and effect relations among risk factors. Afterwards, a fuzzy fault tree analysis is proposed to calculate Failure Fuzzy Possibility (FFP) for the basic events of the fault tree leading to a quantitative evaluation of risk factors.

The whole proposed method is applied in a well-known Iranian foodservice distributor as a case study. The most impressive risk factors are identified, classified and prioritized. Moreover, the cause and effect diagram between the risk factors are identified. So, the ERP leader can plan a low-risk project and increase the chance of success.

According to the authors’ best knowledge, such approach was not reported before in the literature of ERP risk assessments.

The reported inquiry-based learning (IBL) study was designed in 2012–2013 for the highest achieving undergraduate students at a research-intensive university in the United Kingdom (U.K.). In 2005, the University received national funding from the U.K. Higher Education Academy (HEA) to develop an innovative model of IBL to be used in a multidisciplinary context (Tosey, 2006). As a consequence, IBL was an obvious tool when, in 2012, the authors set out to design learning interventions to improve the teamwork and leadership skills of high-attaining students. In the process of exploring the application of IBL to this task, the need to ensure the intervention allowed for development in the conative domain was considered important. Historically, IBL practice at the University had catered well for cognitive and affective learning but had not been focussed to develop conation. A conative-heavy element was therefore purposefully designed into the latest IBL intervention.

The study investigates the co-movements amongst real estate investments trust (REITs). This study examines the co-movements between the world and individual countries' REITs and the co-movements amongst country-pair REITs. This study explores the responsiveness of the REITs markets' co-movements to the 2008 global financial crisis (GFC), the coronavirus disease 2019 (COVID-19) pandemic and the Russian–Ukraine conflict.

The study employs a wavelet coherency technique and relies on data from six REITs markets over the 1995–2022 period.

The evidence shows a generally high level of coherency between the global and the country's REITs. The findings further indicate higher co-movements between some country pairs and a lower co-movement for others. The results suggest that the REITs markets increased in co-movements around the 2008 GFC, the COVID-19 pandemic and the Russian–Ukraine conflict. These increased co-movements mostly lasted for a short period suggesting REITs markets contagion around these global events. The results generally suggest interdependence between the global and the country's REITs. Additionally, interdependence is observed for some of the country-pair REITs.

The evidence indicates that REITs markets respond to global events. Thus, the increasing co-movement amongst REITs observed in this study may expose domestic REITs to global crisis. However, this study provides opportunities for minimising the cost of capital for real estate projects. Also, REITs provide limited diversification gains around crisis times. Therefore, countries need to open the REITs markets to global investors whilst pursuing policies to ensure the resilience of the REITs markets to global events. Investors should also take note of the declining geographic diversification gains from some country-pair REITs portfolios.

The purpose of this paper is to conceptualise our understanding of public value accounting (PVA) by studying the use and usefulness of performance measurements (PM) as a management tool. The authors do this from a perspective in which they address the complexity of various (sometimes conflicting) assessments of performance measurement and management (PMM) by different stakeholders.

An interpretative case study using qualitative methods. The paper is based on 30 interviews conducted in 2018 and 2019 with respondents working with PMM at different levels, such as politicians, officials and health-care professionals. The study context was Region Stockholm (RS) in Sweden and its health-care division.

PMs become an instrumental tool for PMM, which led to output being promoted above outcome. The authors show that there is a conceptual shortcoming in the discussion of PVA, as the effort needed to achieve outcome-based information might exceed the ability of an organisation to deliver it. The authors address the importance of studying the interaction among different stakeholders, including politicians, the public and media, in research on PVA, as well as possible power relationships among stakeholders.

The authors contribute to the growing research on PVA and its call for more empirical research by offering a more nuanced interpretation of PVA activities. The authors do this by studying PMM and the nature of these activities in a public sector organisation from a multiple-stakeholder perspective.

The present study aims to understand small retailers' current use of various low-cost technologies and the factors responsible for small retailers' adoption. Furthermore, these factors of adoption were mapped back to beliefs within the theory of planned behaviour (TPB), and an attempt was made to understand if some of the beliefs dominated over the others and their implications.

The study takes a qualitative approach comprising in-depth semi-structured interviews and direct observation. The qualitative data were analysed through a thematic analysis to identify technology adoption factors.

Amongst the various technologies (mobile apps), payment and procurement apps were the most widely used. The authors identified eight factors influencing technology adoption: the top being customer demand for payment apps and convenience and cost-saving for procurement apps. The study also highlights the role of the dominant beliefs in technology adoption, which managers could use to improve adoption rates.

The current study is a cross-sectional study and the sample was predominantly of grocery retailers, limiting the generalisability of the results.

Small retailers face stiff competition from organised retail and e-commerce platforms which threatens small retailers' existence. Small retailers' survival is vital as many people depend on the small retail sector for livelihood. Increased use of technology seems the only way for them to stay competitive and increase profitability. The study's outcome could help increase technology adoption amongst small retailers and increase small retailers' competitiveness.

Despite the widespread presence of small retailers in emerging economies, few studies have examined technology adoption amongst them. This study is also the first to use the TPB theory in the small retailer technology adoption context.

The regulatory framework may be construed as the existence of supporting infrastructure that assists in control, direction/implementation of a proposed course of law, rule or action. The regulatory order is now more formalized, expert-driven, transparent, independent and pervasive across countries and sectors. As a result, regulatory reforms enable markets to function efficiently by providing a supportive environment for increased investment, private sector growth and market-led economic growth. This study aims to review previous literature for understanding the impact of sectoral regulatory framework on sectoral performance.

This paper has adopted a systematic literature review to understand dynamics between the sectoral regulatory framework and sectoral performance. While seven multidisciplinary databases were used to identify 51 research articles, the bibliometric research profiling was executed to broaden academic research.

The results are organized into three broad categories: research context, research area and research methods. The identified articles exhibited association with 12 distinct sectors/industries, with maximum articles belonging to telecom, energy and finance industries. The study has focused on evolution of regulatory studies, impact of regulatory framework on sectoral performance and commonality in regulatory studies. Among the 15 distinct research contexts identified in this systematic literature review (SLR), the highest mapping was registered (from 23 articles) by the research context “impact of regulatory framework on the sector–institutions, infrastructure and performance indicators.”

Public administration researchers are increasingly using mixed methods research approaches to add diverse and novel perspectives on wicked problems. The qualitative approach (grounded theory, action research, phenomenology and participant observations) is appropriate for understanding the native viewpoints of regulatory practitioners and reducing the gap between rigor and relevance.

The study addresses lack of systematic review of articles covering the impact of regulatory framework on sectoral performance encompassing all sectors by, inter alia, collating important bibliometric profiles of the identified articles.

The aim of this study is to investigate personal theories of emotion that coaches have and how these theories are translated into strategies of working with clients' emotions.

The approach to the study is phenomenological. A questionnaire method based on specifically designed stem sentences was used in order to engender spontaneous responses from the 39 participants. Analysis of data was conducted through coordinated interpretation of categories and themes by the three different researchers.

Three differing standpoints in relation to both the role of emotion in the coaching process and the role of the coach in relation to a client's emotions were identified and the correspondence between them was established. Potential explanations for the discovered inconsistencies in personal theories and strategies of dealing with emotion are suggested with implications for organisational coaches.

Personal history and the dynamics of individual development were difficult to capture at this stage using only one method of data collection. The following stage of study will involve in‐depth interviewing of a number of international coaches.

The results of the study need to be considered by those providing training to organisational coaches. The spectrum of possible positions presented in relation to emotion in coaching may help coaches identify their personal stance and examine their strategies of dealing with emotion.

An original tool was developed that contributes to a qualitative analysis of coaches' personal experiences of dealing with emotion. The study sheds light from the first person perspective on the complex issue of working with emotion in organisations. It offers important clarifications of the current context of this issue thus contributing to the advancement of conventional discourse and research on working with emotions in organisations.

This paper examines how one group of frontline health workers (nurses) amid coronavirus disease 2019 (COVID-19) pandemic perceive the Government of Ghana (GOG)'s decision to ease the lockdown restrictions when cases were increasing. This paper contributes to the literature on Igor Grossman's concept of wise reasoning and its applicability to COVID-19 management decision-making by political leaders.

The paper employed an exploratory qualitative design. The decision to adopt qualitative method is linked to the paucity of research on wise reasoning, political leadership and COVID-19. The paper draws on qualitative online survey with 42 nurses located in Accra Metropolis, Ghana.

The paper demonstrates that a confluence of research participants perceived the government's act of easing the lockdown restrictions to be in bad faith on account of (1) nonrecognition of different perspectives and viewpoints from stakeholders and interest groups; (2) rising number of cases which naturally make the decision to lift the restriction unwise; (3) concerns about the prioritization of peripheral issues over citizens' health and (4) concerns about limited and robust health facilities and their implications.

The key claims must be assessed against the limitations of the study. First, the study is an exploratory study and, therefore, not intended for a generalization purpose. Second, the research participants are highly educated, and the responses in this study are skewed toward them.

The paper is novel in seeking to explore wise reasoning and political leadership during a global pandemic such as COVID-19. This exploratory study demonstrates that COVID-19, though devastating and causing havoc, presents an opportunity to test Igor Grossmann's wise reasoning framework about decision-making by political leaders. This extends the literature on wise reasoning beyond the discipline of psychology (the fact that all the authors are geographers) and Global North to Global South since the data for this study are gathered in Ghana.

This research aims to identify the statistically significant characteristics of a hedonic model to explain the pricing of residential properties in two cities in Pakistan.

The research methodology applies extreme bounds analysis and the least absolute shrinkage and selection operator. Estimators of efficient pricing were measured via stochastic frontier analysis.

The study findings show that the market valuation of residential properties in Islamabad and Rawalpindi is systematically related to numerous factors, including property location, neighborhood characteristics, environmental characteristics, structural characteristics and administrative qualities of local housing societies. The authors also find statistical evidence that suggests that residential estate properties in the two cities are overpriced in the sense that the market transaction prices tend to be higher than the fair prices of the properties in the two cities.

In Pakistan, the term “real estate” is used rather synonymously with the word “investment.” The findings of this research will help investors to identify the measurable factors that affect the transaction prices of residential real estate. These identifications will facilitate the development of strategic plans toward achieving sustainable rates of return in residential real estate markets.

The residential real estate sector in Pakistan is constantly changing. There are myriad causes for these changes, including changes in social structure, cultural attitudes and technology. Customary methods for forecasting market prices for residential properties have been rendered unreliable because of the dynamics of the market. This study will contribute to the understanding of the changing dynamics of residential real estate pricing.

Although Pakistan's residential real estate market is growing very rapidly, there is little published research identifying the drivers of this growth. This study covers these aspects to fill the theoretical gap in a real estate context.