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Research has long focused on the notion of access and the trajectory towards a healthcare encounter but has neglected what happens to patients after these initial encounters. This paper focuses attention on what happens after an initial healthcare encounter leading to a more nuanced understanding of how patients from a diverse range of backgrounds make sense of medical advice, how they mix this knowledge with other forms of information and how they make decisions about what to do next.

Drawing on 160 in-depth interviews across four European countries the paper problematizes the notion of access; expands the definition of “decision partners”; and reframes the medical encounter as a journey, where one encounter leads to and informs the next.

This approach reveals the significant unseen, unrecognised and unacknowledged work that patients undertake to solve their health concerns.

De-centring the professional from the healthcare encounter allows us to understand why patients take particular pathways to care and how resources might be more appropriately leveraged to support both patients and professionals along this journey.

The purpose of this article is to explore whether it is possible to analyse if Black and other racial minorities (BRM) groups in Liverpool are benefiting from processes of regeneration, and their impact on levels of BRM employment and economic activity.

The article draws on official social and economic statistics and on qualitative interview data to provide a case study analysis.

It is argued that local regeneration initiatives do not always reflect and address the needs of different BRM groups and that this has contributed to the underperformance of the Liverpool's BME population.

There are important research implications from this piece. The work has demonstrated that the limited data collection practices of a number of agencies that operate at a local level, struggle to understand the broad and diverse range of BRM needs.

Addressing the needs of BRM groups is hampered by methods of community engagement with BRM groups. While some examples of good practice are starting to emerge, challenges remain in relation to sharing such practice and the co‐ordination of data collection.

The article provides an original overview of the information requirements to better understand how BRM groups can be supported through regeneration.

Simon’s story is presented here; it tells of his change from his familiar world as a claims manager to an ambiguous world of consultants and projects. Simon recounts a kaleidoscope of emotions as his life is thrown into turmoil. In career terms it could be argued that Simon started and finished as a claims manager and therefore little in fact changed during the story. This would miss the fundamental changes in Simon from a motivated, confident and capable manager to timid and confused employee. Internally Simon was changed, externally no one noticed. A causal network is used to trace the patterns of connection through Simon’s narrative. This reveals his way of making sense of his experiences and allows his ontology of management and career to be explored. This leads on to a discussion of management implications.

THE Reference Department of Paisley Central Library today occupies the room which was the original Public Library built in 1870 and opened to the public in April 1871. Since that date two extensions to the building have taken place. The first, in 1882, provided a separate room for both Reference and Lending libraries; the second, opened in 1938, provided a new Children's Department. Together with the original cost of the building, these extensions were entirely financed by Sir Peter Coats, James Coats of Auchendrane and Daniel Coats respectively. The people of Paisley indeed owe much to this one family, whose generosity was great. They not only provided the capital required but continued to donate many useful and often extremely valuable works of reference over the many years that followed. In 1975 Paisley Library was incorporated in the new Renfrew District library service.

Suggests a way in which the psychological contract can be reconceptualized as a construct with multiple foci. Presents an argument for examining psychological contracts with importance placed on work groups. Concludes that previous conceptualizations of the psychological contract have concentrated on the relationship between employee and organization. Argues that it is, however, more multifarious.

This paper aims to discuss the early brand protection efforts of Coca‐Cola.

The paper examines the hundreds of trademark infringement challenges brought by Coca‐Cola in courts and before the US Patent and Trademark Office and develops a tripartite system of categorizing these challenges by primary legal issue.

Coca‐Cola developed several innovations in brand identity protection including challenges to a wide variety of similar names, logos and packaging, the use of detectives in service settings and the use of consumer psychological evidence in legal proceedings. Ultimately, it protected it name against those rivals that closely imitated both words in its name or words similar to Coca or Coke. However, it was unable to obtain exclusive rights to the word cola which became the generic designation for such drinks.

Even today, the scope of Coca‐Cola's brand protection efforts provide a useful model for modern brands. This work also presents and summarizes important historical data.

This study examines Coca‐Cola's brand protection efforts and legal challenges in much greater detail than previous historical works on Coca‐Cola.

This introduction paper to the special issue on “The twenty‐first century knowledge‐based value drivers of innovation and sustainable development” aims to focus on such relationships between knowledge, learning, capabilities, innovation and competitive advantage in different forms of organization: businesses, clusters and regions. The purpose is to point out the conceptual pillars and contribute to the ongoing debate on: how knowledge assets impact organizational performance, what are the characteristics of such value‐generating processes, what factors affect the process of building organizational capabilities and distinctive competences, and how organizations translate specific capabilities into sustainable competitive advantages.

The article is based on a thorough analysis of the management literature addressing the nature, role and relevance of knowledge, organizational capabilities, learning and knowledge management for organization competitiveness. The conceptual background sets the foundations for a better understanding of the strategic importance of knowledge‐based value drivers for innovation and sustainable organizational value creation.

As knowledge management is establishing itself as a research discipline, it is fundamental to define the conceptual pillars grounding the application of knowledge management initiatives for innovation and business performance improvements. This paper provides a framework summarizing the key assumptions at the basis of understanding the strategic relevance of knowledge‐based value drivers for growth and competitiveness.

In addressing some of the questions posed, this article provides some implications for future research that build on different perspectives and emphasize the importance of adopting multi‐disciplinary approaches to disentangle the complexities of how organizations convert knowledge resources to a long‐lasting competitive advantage.

This editorial presents the key conceptual pillars explicating the role of knowledge resources as building blocks of organizational capabilities and how firms can develop and maintain their competences by promoting and nurturing learning processes. The value of this paper is the definition of a conceptual framework outlining the relationships between knowledge management, organizational capabilities, organizational learning and competitiveness.

This paper explores the combined impact of past job histories and present job opportunities on turnover decisions. We predict turnover decisions on the basis of the structural approach, emphasizing previous work experiences (time spent in past job positions) and the organizational approach (focusing on objective and perceived internal and external employment positions opportunities). A cross‐sectional analysis of employees from four occupational groups in eight medical institutions and a follow‐up sample of 81 “quitters” formed the database for the study. The results suggest that past work history and present employment opportunities produce occupation‐dependent differences in turnover behavior. It is shown that differences in employees’ perception of opportunities, modified by the occupation’s “market viability”, influence turnover. These results demonstrate that integrating the structural and organizational approach, involving both past job histories and present opportunities, improve the prediction of turnover decisions.

The purpose of this paper is to report findings from research conducted to study the everyday work of information professionals, specifically records managers. This paper is a part of the “Research on the Work of 21st Century Information Professionals” study.

Researchers used the tailored design approach to create and increase response rate of our survey. Survey research methodology facilitated the development, pilot and launch of a survey instrument with a 20-question module specific to records management work.

The authors discovered the frequency of 11 tasks in records managers’ daily work, as well as how important each of 11 competencies are to their success on the job. Professional development topics and format, job satisfaction, strategies for gaining compliance, desired skills for new hires and curricular recommendations are also presented.

The survey generated 334 responses from records management professionals. This sample was based on graduate alumni, targeted professional groups and snowball strategy. Implications from this study include educating doctoral students to study information work and identifying particular areas for strengthening graduate curricula and professional training.

The authors obtained direct insight on what records managers do in their daily work that will inform curricular decision-making.

The study explores an interest in daily work activities through multiple quantifiable data measures to offer nuanced insight on the relationships between different aspects of records management work.

AS Canadians themselves will quickly inform you, this is a big, young country—Great Britain would fit into a small part of Alberta, large stretches of which are still not accurately recorded on large scale maps. Indeed, I listened to radio reports of a search for two aircraft on the first morning we were there. One aircraft (a helicopter) had been missing in the North Western Territories with a Calgary man aboard for two weeks and was eventually found crashed; the other, missing for two days, was a Cessna seaplane which had run out of fuel and punctured a float as it landed close to the shore of the Great Slave Lake. The occupants were rescued by air from this largely uncharted waste.