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Customer relationship management (CRM) means developing a comprehensive picture of customer needs, expectations and behaviours and managing those factors to affect business performance. In the facilities management (FM) world, CRM means looking at the FM function as a customer‐intensive business function instead of merely a facilities services cost centre. And the management part implies an active rather than passive role by the FM in influencing the customer's perception of service success. Finding and closing gaps between customer expectations and service delivery realities becomes the basis for CRM in the FM world. These gaps typically occur in the area of the ‘3 Rs’ — resources, response and respect. Key areas of knowledge and skills covered in this paper include: defining CRM and distinguishing it from customer service; understanding the true measure of service success; uncovering the main impediment to service success and the main source of customer dissatisfaction; discovering and defining resource, response and respect gaps between customer expectations and service delivery realities; revealing unsatisfactory results of gaps; pinpointing strategies to close resource, response and respect gaps between customer expectations and service delivery realities; reliably saying ‘yes’ to every single constructive customer request – never say ‘no’ again.

The purpose of this paper is to investigate the gap between the resources required to build a strong biotechnology ecosystem in Nebraska and the perception of resources currently available within the state for doing so.

Using resource‐based theory along with data from a Battelle survey commissioned by BioNebraska, the authors first identify the human and financial capital needed to support a viable biotechnology industry sector, benchmarking with other regions currently undertaking such development. The authors then compare identified resource requirements with data from a survey of BioNebraska members regarding their perceptions of the importance of these resources to, and their availability within, Nebraska.

This process revealed gaps in several key resource areas that could impede the state's ability to achieve its sector development goals.

In the authors' view, understanding the gap between resources required and resources available for building a high technology industry sector, as well as benchmarking against the competition, are key first steps in developing successful economic policy.

The paper discusses the implications of gaps in several key resource areas for future success and makes recommendations for possible ways in which Nebraska decision makers might develop necessary resources. Also addressed is the importance of considering the perceptions of key stakeholders and decision makers regarding the resources required for developing knowledge industries such as biotechnology.

Green transformation is more than simply a trend; it is a way of life, a set of habits, a field of knowledge and a dedication to resource conservation. Going green is surely a creative and transformative process for both individuals and organizations. This paper aims to “identify,” “analyse” and “categorise” the readiness factors for green transformation process in health care using total interpretive structural modelling (TISM) and neutrosophic-MICMAC.

To address the study objectives, the study used TISM and neutrosophic-MICMAC analysis. To identify the readiness factors, a literature study was conducted, and the factors were face-validated by the healthcare experts. The factors influence on one another were captured by using a scheduled interview with a closed ended questionnaire. The TISM addressed the identification and analysing of factors and the categorization and ranking the readiness factors is addressed by using neutrosophic-MICMAC analysis.

This study identified 11 green transformation process readiness factors for healthcare organizations. The study states that the key factors or driving factors are awareness of green governance principle, environment leadership and management, green gap analysis, information and communication technology and innovation dynamics.

The factor ranking is sensitive to the respondents’ ratings. The study relied on the past literature and experts’ opinion may result in the subjective biases. The complex nature of healthcare ecosystem challenges to capture all the factors. The study focussed on Indian hospitals.

Study significantly impacts the healthcare practitioners, academicians and policymakers by providing critical insights into the readiness factors required for the healthcare green transformation process. The study offers a better understanding of the crucial or key or driving factors that aid in embracing green and sustainable practices.

Identifying a gap in conceptual and theoretical frameworks for green transformation readiness factors in healthcare organizations and in Indian context. The study addresses this gap by aiming to create a thorough theoretical framework and highlighted by its focus on Indian hospitals.

Interactions between manufacturing and marketing departments often determine the competitiveness and profitability of a firm. Enterprise resource planning (ERP) systems address integration issues of business functions; and benefits contributed by ERP implementation found in the literature are similar to those achieved through the integration of manufacturing and marketing functions. Uses a research model based on contingency theory and socio‐technical theory to study the effects of ERP implementation on marketing and manufacturing integration. A study of four companies in the electronic industry shows that internal organizational and external factors affect the interaction between manufacturing and marketing and results in performance improvement. Provides a new perspective of the factors that impact the effectiveness of ERP systems.

The purpose of this paper is to explore how the proportion of skilled jobs in subsidiaries is influenced by resource gaps created by subsidiary development.

This paper develops a range of propositions that connect the constructs of effective autonomy and organisational relationships with subsidiary employment. Propositions are built on an extensive literature review based on such approaches as the resource‐based view, transaction cost economics, network approach, and institutional theory.

The framework developed in the paper suggests that a higher proportion of employment in skilled jobs in subsidiaries is most likely in cases where subsidiary entrepreneurship, role specialization, and absorptive capacity are higher. Conversely, the proportion is likely to be lower in cases of increased institutional distance from the parent company.

The conceptual model can help parent company managers assess the likely effects of developments in effective autonomy and organisational relationships in their subsidiaries. Subsidiary managers can assess the possible impact of such factors as development of entrepreneurial activities, specialization within the multinational corporation supply chain and enhancement of absorptive capacity on the proportion of skilled jobs.

This paper is the first to describe subsidiary development from a skilled job perspective. It further develops the concept of autonomy and introduces the term “effective autonomy”.

Developing countries in many parts of the world have experienced a disturbing trend in the differential pace of economic development among urban and rural communities. These inequities have been observed in education systems in Asia, Africa, and Latin America where researchers have documented differences not only in resource allocation but also in the academic performance among students in urban and rural schools. Recently researchers have shifted their focus from examining financial and physical resources to investigating the nature and impact of differences in human resources. The purpose of this paper is to examine differences in school organization processes associated with learning-centered leadership and teacher learning among urban and rural primary schools in Thailand. Teacher trust and teacher agency were proposed as possible mediators of leadership effects on teacher learning.

This study employed a cross-sectional survey design. The authors collected survey data from 1,011 teachers and 60 principals in 30 urban and 30 rural primary schools in Thailand. Multi-group confirmatory factor analysis, structural equation modeling, and bootstrapping were used to analyze the proposed model of leadership and teacher professional learning. More specifically, data analysis was aimed at determining the nature of relationships among the constructs in the conceptual model and whether patterns of leadership and teacher learning differed in urban and rural primary schools.

The results affirmed a model whereby school leadership exerted significant indirect effects on teacher learning in both urban and rural primary schools. Data analyses determined that the path of leadership effects moved through trust to agency and then to teacher professional learning. Thus, while the authors found a strong direct effect of leadership on teacher trust, there were only small direct effects of leadership on teacher agency and no meaningful direct effects of leadership on teacher professional learning. Thus, the research affirmed a full mediation model of leadership effects on teacher learning. Finally, the study also affirmed that the measured variables were perceived as significantly stronger in the urban schools than in the rural schools.

The research expands on prior research on the “achievement gap” in Thailand by demonstrating the existence of a similar “human resource gap” when comparing urban and rural school leaders and teachers. This study implies that addressing the gap in student achievement will require action aimed at building the capacity of the principals and teachers who work with the rural pupils.

These results suggest differences in the quality of human resources between urban and rural primary schools in Thailand. There may be potential benefit to be gained from providing training focused on “learning-centered leadership” for principals and middle level leaders, as well as expanding access to quality professional development opportunities for rural teachers.

The purpose of this paper is to examine the ways in which central government in resource-constrained environments collaborates with local government to utilize the available resources at hand to set up 300 Digital Opportunity Centers (DOCs) in 168 remote areas in Taiwan through co-management to bricolage new resources and new capabilities, gradually bridging the urban-rural digital divide to co-create values for local development.

This study adopted an in-depth case study. The authors selected Taiwan’s DOC, the largest public information service infrastructure project in Taiwan, to explore issues related to bricolage-based resource co-management.

From the integrating relevant literature, the generic process of bricolage-based resource co-management can be inferred to consist of four major steps. Applying this body of knowledge as a theoretical lens to analyze the case of Taiwan’s DOC, a process model of bricolage-based resource co-management is inductively derived to address the research questions.

A common criticism of this methodology is its lack of generalizability since a case study cannot prove itself in a statistical sense.

This study is significant in that it provides a comprehensive and empirically supported framework. The authors hope that practitioners who face resource constraints when conducting large-scale IT projects can use the process model developed in this study as a detailed roadmap to identify the most appropriate actions and steps to undertake.

This study provides an empirically grounded framework that contributes toward addressing the lack of empirical studies in bricolage-based, resource co-management research.

Despite years of research into consumer socialization, little research examines men’s roles in consumer socialization processes. The purpose of this paper is to attend to this gap and to investigate consumer socialization processes in single-father households.

To study consumer socialization processes, this paper develops its insights using grounded theory, deploying qualitative data to develop theory. The data include long interviews with both fathers and their children used to understand the processes of consumer socialization.

This paper finds six socialization processes: entrustment, entrainment, education, emprise, estrangement and elevation. These processes emerge based on different types of household resource gaps or aspects of men’s gender identity.

The main implications are to study the roles played by cultural context and family type in socialization processes. Studies could examine whether the processes uncovered here occur in other family settings, as well as whether they vary based on children’s age and gender.

Household brands, products and services could target resource-scarce households using appeals that portray offerings as a means to develop children’s responsibilities, independence and involvement in household management. Marketers could also use advertising appeals that depict playful product usage and learning situations or more broadly position brands as identity brands making them more appealing to men who are striving to be better fathers.

This paper uniquely identifies a number of previously uncovered consumer socialization processes, as well as factors that influence them.

Operations researchers and management scientists develop many techniques which could improve management practice. Few of these promising innovations are implemented. In this paper, a model is developed to explain this ‘implementation gap’ based on (1) attitudinal differences (a motivation gap) between change agents (operations researchers and management scientists) and managers, and (2) the differences between desired and available resources for implementation (a feasibility gap). Strategies for closing this gap are also discussed.

The purpose of this paper is to present an integrated leapfrogging mode of technological innovation for developing countries or latecomer enterprises in a certain industrial innovation field. Furthermore, this paper discusses the basic paradigm of the integrated leapfrogging innovation, analyzes the risk in the integrated leapfrogging mode, and describes the risk map of the integrated leapfrogging mode. Finally, taking the example of the integrated leapfrogging mode of technological innovation in developing China High‐speed Railway, this paper carries out the simulation analysis by employing system dynamics model.

In order to examine the impact of the integrated leapfrogging innovation risk on innovative achievements, main risk variables need to be extracted from the process of the integrated leapfrogging innovation, based on the system simulation, relationships among different variables and the impact on innovative achievements can be obtained.

To prevent the risk of the integrated leapfrogging innovation across the innovation, the first thing we need to improve is the contractual relationship, which is to be fair and reasonable, according to the symmetry principles of risks and benefits, and to achieve risk‐sharing and revenue sharing, in addition, all parties must be clear about their responsibilities and interests. The second is the reasonable position of the government's behavior, and it hints that the government cannot interfere too much, and its function is to provide service and support instead of ordering. The third is that enterprises should effectively prevent the risk of the integrated leapfrogging innovation through risk identification and risk early warning and risk pre‐control approach.

A new concept of integrated leapfrogging mode of technological innovation has been put forward, and the risk map of the integrated leapfrogging mode has been described. In addition, this paper proposes some suggestions to prevent the risks of the integrated leapfrogging innovation for enterprises as a reference.