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The purpose of this paper is to discuss how, using a futures studies perspective, marketing is uniquely positioned to address future challenges facing health-care service systems.

The futures studies perspective involves predicting probable, preferable and possible futures. Using digital and face-to-face data collection methods, health-care professionals, academics and patients were asked about their perspectives and expectations of health care’s future. Using grounded theory, responses were analyzed to a point of thematic saturation to expose the immediate probable future and a preferred future of health care.

Patients expressed a desire to participate in health-care delivery, impacting caregivers’ roles. Thus, co-creation of value in this context is contingent on the relationship among stakeholders: patients, patients’ families, caregivers and health-care organizations. Concordance, a type of value co-creation, is an effective way for physicians and patients to ameliorate health outcomes.

Although a more diverse sample would be ideal, insight from health-care professionals, academics and patients across global regions was obtained.

To achieve a preferred future in health care, practitioners should implement a three-pronged approach, which includes health promotion and prevention, appropriate use of technology in health care and concordance.

Using patients, health-care professionals and academics, this research broadens the concept of value co-creation in health care. Additionally, paths (i.e. promotion and prevention, technology use and concordance) to a preferred health-care future are uncovered.

This paper aims to develop an understanding of key variables for designing and marketing healthcare services for immigrant consumers – widely considered a vulnerable consumer group.

Data collected from 277 participants was analyzed using ANOVA models and mean score comparisons.

Differences based on immigrant status and acculturation level are identified. Differences between immigrant acculturation levels based on service quality dimensions are also revealed.

This research indicates that acculturation-based studies are insightful and finds that immigrants’ service responses do not mirror those of native respondents in healthcare services.

This research highlights key nuances within immigrant populations that hold significant implications for service providers. Culturally appropriate service design and marketing can enhance service utilization by the target population.

This study focuses on the healthcare service experiences of immigrant populations and application of this information to service design.

This paper aims to examine how other-regarding personality traits relate to reciprocity among frontline employees (FLEs).

Other-regarding personality variables were used to model the propensity for reciprocity and actual reciprocal behaviors with coworkers. Surveys of 276 FLEs were examined via structural equations modeling.

Other-regarding personality traits proved to be antecedents of reciprocity. Cynicism was particularly interesting in that it was positively related to reciprocity contrary to findings in other research.

Among the interesting findings relating personality to reciprocity are a more affective type of reciprocity based on empathy and altruism, and a more calculative type based on cynicism related to Machiavellianism.

Managers can use the effects of personality traits on reciprocity and cooperation to hire and place FLEs in ways that provide superior service and increased profits.

This paper indicates that certain individuals who might not typically be thought of as cooperative can in fact reciprocate. Specific ideas about cynicism and Machiavellian reciprocity in FLEs are discussed.

The findings will aid researchers and managers in understanding personality and FLEs cooperation. The findings on cynicism are particularly valuable in that they contradict some earlier research and commonly held managerial ideas.

The purpose of this article is to employ Self-Determination Theory to explain the mediated impact of work design – empowerment and serial and investiture socialization – on employee work affect. The theory proposes fulfilment of three psychological needs – autonomy, competence, and relatedness – will mediate individuals' ability to achieve contextually relevant well-being. An empirical study tests this claim and exposes the structure of the mediating effects.

Survey responses were collected from a sample of 239 front-line service employees using snowball data collection. SEM was used to test hypotheses.

Findings suggest that empowerment and serial and investiture socialization are significantly differentially related to need fulfilment. Additionally, all forms of need fulfilment do not directly influence employee affect. Instead, there are both direct and interactive effects that work simultaneously to influence employees' positive work affect.

This study exposes specific work design levers managers can manipulate to benefit employees. This research highlights the different effects of specific work design variables on employee work affect.

This paper extends understanding of Self-Determination Theory by exposing the direct and interactive effects of need fulfilment on work affect for service workers. Also, it delivers a deeper exploration of the impact of work design on employees by modelling multiple work design variables as well as process variables simultaneously to provide a more detailed picture of how work design influences employee work affect.

This study aims to explore the lived experience of vendors as they enact street vending practice that emerges as transformative entrepreneurship and service where they live and work.

This research qualitatively explores street vending in a multi-cultural, multi-local study to understand how these businesses operate to positively impact individual, collective and societal well-being.

This research reveals street vending is a creative, transformative entrepreneurial activity that improves individual and collective well-being. The research exposes multiple forms of habitual and transformative value delivered by vendors, resulting in improved eudaimonic and hedonic well-being that ripples out from vendors to families, communities and society.

A framework of street vending practice is provided to guide service designers and policymakers as they seek to support street vendors as they move from informal to formal and from survival to growth business modes.

This research extends existing conceptualizations of transformative entrepreneurship beyond prior focus on economic transformation and prior limitations of transformative entrepreneurship to business in growth modes.

The fields of organizational behavior (OB)/strategy and marketing have taken different paths over the past two decades to understanding organizational learning. OB/strategy has been pre-occupied with theory development and case study illustrations, whereas marketing has taken a highly quantitative path. Although relying on essentially the same foundation theory, the two disciplines have had minimal crossfertilization. Furthermore, both fields tend to blur or usually ignore the distinction between structural and informal knowledge processes. The purpose of the paper is to highlight the distinction between informal and structural knowledge acquisition and dissemination processes and propose new definitions to differentiate them. Future research should bring together cross-disciplinary studies from OB/strategy and marketing to develop an organizational learning framework to test structural knowledge processes alongside informal knowledge processes.

One of the most important aspects of managerial accounting is the accumulation of costs in the manufacturing process. This data is of value to the manager owing to the information it provides him for planning, control, and decision making. The purpose of this paper is to describe the different costing systems, compare them, and show how they affect the accumulation of costs for product costing, as well as decision making.

The purpose of this paper is to examine the history of the Conferences on Historical Analysis & Research in Marketing (CHARM) from their inception in 1983 through 2007 focusing on the influence of Stanley C. Hollander, who co‐founded the CHARM conference and whose drive and determination fueled its growth for the first 20 years.

This study uses traditional historical narrative based on personal interviews, archival research, and content analysis of CHARM Proceedings.

The history of CHARM is described and Hollander's role in developing the conference is highlighted.

There is no written history of CHARM. This story is a major part of Hollander's legacy.

The purpose of this paper is to examine how practices influence service systems.

Data across three service contexts (crafts, healthcare and fitness) were collected through depth interviews and netnographic analysis, and analyzed with a two-study multi-method approach focusing first on the micro- (individual) level and then on the macro- (network) level of service systems. Study 1 focused on a micro-level analysis using qualitative techniques (Spiggle, 1994). Study 2 focused on a macro-level analysis using partial least squares regression.

The results illustrate how practices can change service systems. This occurs when a nuanced practice (i.e. a practice style) orders and roots a service system in a specific form of value creation. The findings reveal four practice styles: individual-extant, social-extant, individual-modified and social-modified practice styles. These practice styles shift in response to event triggers and change service systems. These event triggers are: service beneficiary enhancement, service beneficiary failure, service provider failure and social change. Thus, the findings show that practices – when shifting in response to event triggers – change service systems. This transpires in the understudied meta-layer of a service system.

The study identifies four practice styles that can serve as the basis for segmentation and service design.

Service systems are dynamic and ever changing. This study explores how service systems change by proposing a practice approach to service systems.

The purpose of this explorative research is to analyse the resilience of the United Kingdom's (UK) healthcare supply chains from a customer’s perspective in the light of the coronavirus pandemic.

Using the capabilities of preparedness, robustness, recovery and adaptability as the foundational percept for supply chain resilience, 22 healthcare professionals in 17 of the UK's National Health Scheme (NHS) Trusts were interviewed to explore their personal and organisational approaches adopted relative to the provision of eye protection, gloves, gowns, aprons, masks and respirators. The Dynamic Capabilities View is mapped to the resilience capabilities and used to analyse the data from a transformational supply chain research perspective.

The supply chains were largely unprepared, which was not particularly surprising even though the availability of gloves was significantly better compared to the other personal protective equipment (PPE). Techniques adopted to ensure robustness and recovery revealed the use of unsanctioned methods such as extended use of PPE beyond recommended use, redefinition of guidelines, protocols and procedures by infection control and the use of expired PPE – all of which compromised customer well-being.

As the paper views resilience through the lens of customers, it does not provide the perspectives of the supply chain practitioners as to the reasons for the findings and the challenges within these supply chains.

The compromise of the well-being of healthcare workers due to the vulnerabilities of healthcare supply chains is highlighted to managers and prescriptions for post-disruption adaptability are made.

This paper introduces transformative research to supply chain resilience research by uniquely looking at resilience from the customers' well-being perspective.