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The transition to a low carbon future is an emerging challenge and requires the planning and designing of sustainable energy landscapes – landscapes that provide renewable energy while safeguarding the supply of other ecosystem services. The aim of this paper is to present the application of an ecosystem services trade-off assessment in the development of sustainable energy landscapes for long-term strategic planning in a case study in Schouwen-Duivenland, The Netherlands.

The application consists in three activities: in (1) stakeholder mapping hot spots of ecosystem services and renewable energy technologies in a workshop, (2) landscape design principles being discussed by a focus group, (3) experts gathering the information and proceeding with an assessment of the potential synergies and trade-offs.

The case study indicates that (1) deploying the ecosystem services framework in planning and design can enhance the development of sustainable energy landscapes, (2) diversified and accurate spatial reference systems advance the trade-off analysis of both regulating and cultural ecosystem services and (3) the involvement of local stakeholders can advance the trade-off analysis and, ultimately, facilitates the transition to a low-carbon future with sustainable energy landscapes.

The originality of this research lies in the creation of an approach for the deployment of ecosystem services in the planning and design of energy transition. This is useful to advance energy transition by enhancing research methods, by providing methods useful for planners and designers and by supporting communities pursuing energy self-sufficiency in a sustainable manner.

The organisational and service delivery landscape of the emergency services in the UK has been rapidly changing and is facing further change in the foreseeable future. The purpose of this paper is to examine recent and ongoing organisational changes in the policy development, service delivery and regulatory landscape of the emergency services, in order to capture the overall picture and potential opportunities for improvement or further investigation.

This general review utilises the characteristics of the three domains of a national framework, namely, policy development, service delivery and public assurance, and uses these characteristics as lenses to examine the three main blue light emergency services of police, fire and ambulances.

What emerges in the organisational landscape and conceptual maps for the police and even more so for the Fire and Rescue Service, is the immaturity of many of the organisations in the policy and the public assurance domains while the service delivery organisations have remained relatively stable. In the relatively neglected ambulance services, we find the NHS’s recent Ambulance Response Programme has considerable potential to improve parts of all three domains.

The review is limited to the UK and primarily focussed on England.

The review identifies opportunities for improvement, potential improvement and further research.

Although the National Audit Office has attempted in the past to provide organisational landscape reviews of individual emergency services, this contemporary comparative review of all three services using a common model is unique. It provides considerable new insights for policy makers, service delivers and regulators.

The purpose of this paper is to review customer experience formation (CXF) by first locating and analyzing how researchers approach CXF in the service literature and the theoretical underpinnings of these approaches, and then assessing which approaches are best suited for understanding, facilitating, and examining CXF in today’s service landscape.

This study systematically reviews 163 articles published between 1998 and 2015 in the service field.

This study illustrates how researchers approach CXF on the individual level by applying stimulus- interaction- or sense-making-based perspectives. These reflect researchers’ theoretical underpinnings for how individuals realize the customer experience within environmental, social, and temporal contexts through intermediation. Researchers further apply contextual lenses, including the dyadic and service- or customer-ecosystem lenses, which reflect their theoretical underpinnings for explaining how various actor constellations and contextual boundaries frame individual-level CXF. Finally, this study shows why the sense-making-based perspective, together with a service- or customer-ecosystem lens, is particularly suitable for approaching complex CXF in today’s service settings.

To advance theory, researchers should choose the approaches resonant with their research problem and worldview but also consider that today’s complex service landscape favors holistic and systemic approaches over atomistic and dyadic ones.

This study provides managers with recommendations for understanding, facilitating, and evaluating contemporary CXF.

This study advances the understanding of CXF by systematically reviewing its multiple layers, approaches, and dimensions and the opportunities and challenges of each approach.

Nature’s contribution to people (NCP) is a concept that specifically recognizes the relationship of “humans and the natural environment” similarly to concepts of “cultural landscapes” and consistent to “heritage.” These concepts are essential in incorporating a diverse range of stakeholders from different scales, which is important for policy and practice. The paper aims to review the existing peer-reviewed papers in the Philippines, using meta-analysis and systematic review. We addressed the significant interlinkages that help facilitate the transition and strengthen the correlation of cultural ecosystem services (CES) and NCP in a cultural landscape setting.

To distinguish and support claims for NCP from CES, we conducted a meta-analysis and systematic review based on the 30-existing peer-reviewed articles on the Philippine cultural ES in the lenses of “heritage” and “cultural landscape.”

The results generated a few numbers of the Philippine CES studies, yet it has increased cumulatively year by year consistent with previous international studies. We found that most studies are focused on topics associated with “Indigenous People, Ancestral Domains, Protected Areas/Landscapes, and Indigenous and Local Knowledge” on the linkages concurrently distinguishing NCP to CES, and may signify stronger economic valuation in uncovering the sociocultural dimensions of these scholarships through its relational values in the lenses of cultural landscape and heritage.

The authors limited the search to peer-reviewed journal articles published from online databases and did not consider Philippine University based and local publications to have a systematic review. This is to prevent underestimating the vast amount of CES literature and avoid gray literature that is not peer-reviewed; hence, being able to analyze and produce focused, yet, credible data.

In a generalizing perspective, NCP 1, 6, 8, 12, 13, 15, 16, 17 and 18 have the most realized positive correlations of the reporting categories to the Philippine CES studies. The majority of the context-specific perspective NCP has strong conceptual claims in the existing Philippine CES literature through the studies’ variables aside from NCP 3, 4, 5, 7, 8 and 11 that are still mostly in the nature of generalizing perspective.

In conclusion, our results imply that the previous and existing CES studies in the Philippines harbor more attributes presented by the NCP reporting categories. This is deemed more suitable, and may signify stronger economic valuation in uncovering the sociocultural dimensions of these scholarships through its relational values in the lenses of cultural landscape and heritage.

The case should be introduced after students have been exposed to the following topics: the practice of entrepreneurship, opportunity recognition, market segmentation and minority business enterprise.

The names of the companies and individuals in this descriptive case have not been disguised, with the exception of the solar company representative and his company affiliation. Information was obtained from interviews (i.e. first-hand accounts) with Nikita Floyd, President and Owner of Green Forever Landscaping and Design, Inc., and secondary sources cited.

Nikita, a 50-year old, African American male, had grown his business from a one-person seasonal landscaping business to a year-round landscaping and design business with full-time, part-time, and seasonal employees and an array of services and customer segments. To his delight, he was able to unite his avocation with his vocation. With over 30 years of experience in landscaping and landscape design Nikita was always scanning the landscape for new business opportunities that would align with his company’s mission statement and help sustain Green Forever’s core business.

This case is most appropriate for introductory undergraduate and graduate level courses in entrepreneurship.

The purpose of this paper is to shed light on the particular information needs of external auditors performing information technology (IT) audits at service providers in cross-organizational settings and to promote a software-based approach towards their satisfaction. The approach is intended to supplement the manual approaches currently adopted by auditors to procure information in such settings.

The authors analyzed data collected by means of a series of 16 interviews and four think-aloud sessions with experienced professionals.

Information procurement is perceived as tedious by auditors and largely relies on repeat interviews and perusal of documents. Given the growing complexity of cross-organizational settings, manual approaches to information procurement are reaching their limits. A considerable portion of the information required is often stored by service providers using software that is inaccessible to auditors. The authors argue that a software-based approach providing an interface for auditors to access relevant information held by such software presents an avenue worth exploring.

The authors outline how the information stored by service providers using software can be made accessible with reasonable effort. Complementing manual approaches to information procurement with an audit interface would reduce workload and increase quality.

The concept of an audit interface represents a novel and promising approach to meeting the information needs of auditors performing IT audits in cross-organizational settings more effectively. Both auditors and service providers would benefit from its implementation.

The purpose of this article is to review the emerging literature of services business markets (SBMs) from 1974 to 2007 and analyse main themes that indicate the development of the literature. It also aims to provide an introduction to the special issue on services business‐to‐business markets by examining the context.

The literature of SBMs from 1974 through 2007 was searched in relevant databases. The articles were analysed using Glaser's grounded theory. The constant comparison method was used with in vivo coding to reveal themes in the literature. These themes were then analysed contextually.

The literature revealed seven themes which followed a trajectory from implicit to explicit consideration of SBMs, as well as to multi‐ and cross‐disciplinary focus with integration of variables from consumer services marketing. The landscape for SBMs has become blurred due to deregulation, globalisation and information technology, particularly the internet and e‐commerce. The complexity and diversity of the literature reflects this new, blurred reality.

This research is limited to indicative literature about SBMs as an introduction to the special issue on services business‐to‐business markets. The literature would benefit from a full critical review and research agenda.

The integration of theories coupled with the focus on specific service sectors and contexts, provide useful, applicable and transferable concepts which may be helpful to managers who are working in new contexts.

This article surveys the emergence of the literature on SBMs and defines its trajectory, themes and characteristics. It provides a useful background for academics and practitioners who would find a guide to the fissiparous literature on SBMs useful.

Sacred forests are biocultural landscapes deeply rooted in centuries-old traditions of spiritual veneration. These sacred sites, including shrines, temple forests churches and graveyards, have historically been significant reservoirs of traditional resource management practices underpinned by spiritual reverence. However, despite their cultural and ecological importance, the cultural ecosystem services inherent to these sacred forests remain unexplored, particularly in urban settings.

This study focused on six sacred sites within Kanazawa City, Japan, using a meticulous face-to-face survey with 342 participants. We collected data on the extent of forest utilisation, the breadth of activities engaged in by visitors and their holistic appraisal of the rendered cultural ecosystem services. The findings illustrate the multifaceted benefits of urban sacred forests, encompassing participation in religious ceremonies, cultural events and festivals, complemented by educational programming that elucidates the historical and traditional underpinnings of the shrines and their surrounding communities.

It has been observed that urban forests have a crucial role in providing spiritual and communal connectivity, preserving traditional heritage, offering vital aesthetic values as green spaces and making visitors connected with nature while they are in the urban landscape. However, a concerning trend has emerged, as the younger demographic appears to lack interest in participating in the stewardship and cultural activities associated with these biocultural landscapes. Community engagement strategies must be strengthened, conservation measures should be implemented and cultural awareness programs need to be established to ensure the perpetuation and appreciation of these valuable urban sacred forests.

This study provides original perspectives on the measurable cultural ecosystem services and intangible values associated with urban sacred forests using the sacred forests in Kanazawa City, Japan. Our research illuminates the various advantages that visitors derive by examining the intersection of spiritual traditions, resource management practices and cultural significance, which has been relatively unexplored. The present study provides a significant basis for establishing initiatives that seek to promote the cultivation of respect and responsibility towards urban sacred forests.

The paper attempts to address the following research questions (RQs): RQ1: What are the main research topics within PSS research? RQ2: What are future trends for PSS research?

Twenty years of research (1999–2018) on product-service systems (PSS) produced a significant amount of scientific literature on the topic. As the PSS field is relatively new and fragmented across different disciplines, a review of the prior and relevant literature is important in order to provide the necessary framework for understanding current developments and future perspectives. This paper aims to review and organize research contributions regarding PSS. A machine-learning algorithm, namely Latent Dirichlet Allocation, has been applied to the whole literature corpus on PSS in order to understand its structure.

The adopted approach resulted in the definition of eight distinct and representative topics able to deal adequately with the multidisciplinarity of the PSS. Furthermore, a systematic review of the literature is proposed to summarize the state-of-the-art and limitations in the identified PSS research topics. Based on this critical analysis, major gaps and future research challenges are presented and discussed.

On the basis of the results of the topic landscape, the paper presents some potential research opportunities on PSSs. In particular, challenges, transversal to the eight research topics and related to recent technology trends and digital transformation, have been discussed.

The purpose of this paper is to explore the concepts of satisfaction and service quality of outsourced facilities management (FM) services.

An empirical survey of 208 stakeholders in Nigeria’s hospitals was used to first, assess the level of satisfaction of users of outsourced FM services and second, validate a conceptual model using the structural equation modelling (SEM) methodology.

Findings show that the three top services are cleaning (6.17), security (6.01) and landscape maintenance (5.73) while the least rated service is the plant maintenance and their personnel. The result also indicates that all six hypotheses were supported by the service quality satisfaction model structural equation model, meaning that quality attributes depicted by the outsourced FM services is antecedent to overall satisfaction. Specifically, “security services to overall satisfaction” received the highest path loading of 0.88, and was closely followed by “cleaning services to overall satisfaction” with a loading of 0.82. “Plant maintenance services to overall satisfaction” was however supported even though it had a very low path coefficient of 0.38.

The study establishes a causal relationship between antecedents of satisfaction and service quality within the context of Nigeria’s public hospitals and provided insight into outsourced services that received high level of satisfaction among stakeholders unique from previous studies.