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Purpose — New methods of measuring user satisfaction in transport services have been proposed and applied in the literature. In this paper, we compare three alternative measures for estimating user satisfaction: the numerical rating, the ordinal rating and the choice.

Approach — We analysed these measures considering their differences and limitations and the models that use these measures as dependent variables. We developed and applied a methodology to build these models. It comprises a preliminary qualitative analysis and a quantitative survey to identify the most relevant attributes of the satisfaction function, and a stated preference survey to obtain information of the alternative satisfaction measures for modelling purpose.

Findings — The ordinal rating may be a better user response to estimate satisfaction than score and choice based on its characteristics. The results obtained in the application reinforced this approach.

Research limitations — It is assumed that choice, score and ordinal valuation depend upon a latent stochastic satisfaction function of the same attributes. Further research is needed to analyse this assumption and how these responses vary according to the context for decision and exogenous factors, including the response scale of ratings.

Practical implications — Gathering alternative satisfaction responses simultaneously from users allowed for the consistency analysis and filtering of data, which greatly benefited the model estimation process.

Originality/value — The paper provides a methodology to estimate user satisfaction models in transit services, which can be applied in other transport services. The conceptual analysis and the application suggest that ordinal ratings are key user responses to uncover the underlying satisfaction function.

The strategic management literature emphasizes the concept of business intelligence (BI) as an essential competitive tool. Yet the sustainability of the firms’ competitive advantage provided by BI capability is not well researched. To fill this gap, this study attempts to develop a model for successful BI deployment and empirically examines the association between BI deployment and sustainable competitive advantage. Taking the telecommunications industry in Malaysia as a case example, the research particularly focuses on the influencing perceptions held by telecommunications decision makers and executives on factors that impact successful BI deployment. The research further investigates the relationship between successful BI deployment and sustainable competitive advantage of the telecommunications organizations. Another important aim of this study is to determine the effect of moderating factors such as organization culture, business strategy, and use of BI tools on BI deployment and the sustainability of firm’s competitive advantage.

This research uses combination of resource-based theory and diffusion of innovation (DOI) theory to examine BI success and its relationship with firm’s sustainability. The research adopts the positivist paradigm and a two-phase sequential mixed method consisting of qualitative and quantitative approaches are employed. A tentative research model is developed first based on extensive literature review. The chapter presents a qualitative field study to fine tune the initial research model. Findings from the qualitative method are also used to develop measures and instruments for the next phase of quantitative method. The study includes a survey study with sample of business analysts and decision makers in telecommunications firms and is analyzed by partial least square-based structural equation modeling.

The findings reveal that some internal resources of the organizations such as BI governance and the perceptions of BI’s characteristics influence the successful deployment of BI. Organizations that practice good BI governance with strong moral and financial support from upper management have an opportunity to realize the dream of having successful BI initiatives in place. The scope of BI governance includes providing sufficient support and commitment in BI funding and implementation, laying out proper BI infrastructure and staffing and establishing a corporate-wide policy and procedures regarding BI. The perceptions about the characteristics of BI such as its relative advantage, complexity, compatibility, and observability are also significant in ensuring BI success. The most important results of this study indicated that with BI successfully deployed, executives would use the knowledge provided for their necessary actions in sustaining the organizations’ competitive advantage in terms of economics, social, and environmental issues.

This study contributes significantly to the existing literature that will assist future BI researchers especially in achieving sustainable competitive advantage. In particular, the model will help practitioners to consider the resources that they are likely to consider when deploying BI. Finally, the applications of this study can be extended through further adaptation in other industries and various geographic contexts.

Nowadays, sustainable, clean, inclusive, innovative, and smart mobility in addition to urban transformation is required to achieve sustainable development as a path to preserve the world for future concerns and improve quality of life at the present, even to be kept up with growing citizens' needs. Mobility as an infrastructure component plays fundamental roles in urban transformation, and economic development. In this chapter, and based on the 5^th wave theory, related theories, models, and concepts, modern, clean, and inclusive mobility founded on high future of 4th technologies (which is called 5th technologies), digitalization, smartness, sustainability, and CSR 2.0 strategies is declared as proper clean mobility technologies to create sustainable and smart cities. Such smart cities are able to deal with challenges made by rapid, unplanned urbanization and globalization to achieve sustainable development. In this research, roles of inclusive and smart mobility systems as path to create modern and sustainable urban areas to make the world more sustainable and livable for living are declared. Literature reviews, case studies, interviews, and questionaries are applied as main methods to recognize inclusive and modern mobility and its roles in urban transformation to achieve sustainable development. This chapter is based on know-how and do-how of the author Prof. Hamid Doost on sustainability such as cooperating with Danish Sustainable Platforms Company, working with Erasmus Plus as an academic leader in Germany since 2017, cooperating with Copenhagen's former mayor and researching on sustainability. In this chapter, impact of sustainable mobility, sustainable buildings, and smart cities on CSR 2.0 and social responsibility, how these parameters improve sustainable development and sustainability in social responsibility, corporate social responsibility (CSR), and how social responsibility could influence humanities are explored.

As the size of the population is growing and the capacity of the planet Earth is limited, human beings are searching for sustainable and technology-enabled solutions to support society, ecology and economy. One of the solutions has been developing smart sustainable cities. Smart sustainable cities are cities as systems, where their infrastructure, different subsystems and different functional domains are virtually connected to the information and communication technologies (ICT) and internet via sensors and devices and the Internet of Things (IoT), to collect and process real-time Big Data and make efficient, effective and sustainable solutions for a democratic and liveable city for its various stakeholders. This chapter explores the concepts and practices of sustainable smart cities across the globe and explores the use of technologies such as IoT, Blockchain technology and Cloud computing, etc. their challenges and then presents a view on business models for sustainable smart cities.

The technological revolution is fundamentally changing our lifestyle, work, and communication. There is still no accurate information about the future of this great transformation, but one thing is quite clear: the speed of the transformations in terms of scale and complexity, like a storm, will go through all aspects of a society's life and change all the current paradigms. One of the expectations from the fourth industrial revolution will be the expansion of smart cities in accordance with sustainable development criteria. In order for a city to be truly smart and innovative, city officials must pay attention to elements such as renewable and clean energy such as the internet of things, smart networks, smart parking, and smart transportation. In another sense, there must be a balance between economy, environment, and society in order to build a strong, sustainable, and flexible smart city that will survive the test of time. Of course, based on the 7PS model, the dimensions of culture and education are very important and fundamental for high sustainability. Researchers and those involved in the implementation of smart cities have explained the main indicators to identify these cities, which include some of the following items: For example, smart building, environmental protection, smart garbage collection, digitization of all government affairs and administrative work, widespread use of smartphones and electronic devices, complete, convenient, and universal access to the internet, car sharing service and online taxi. Other important indicators include the intelligentization of the traffic system and urban planning, citizen participation, economic ecosystem, optimization in electricity, water and energy consumption, development of electric and electric public transportation fleet, quality control and management, and reduction of air pollution. In this chapter, the theory of i-Sustainability Plus and i-Comprehensive Strategic Urban Plan is introduced as the beating heart of the ubiquitous blue-green smart city design. In such urban areas, it is all about the combination of real life, virtual reality, and in addition the future of clean technologies. In general, it can be said that sustainable smart cities are a solution to combat the challenges of urbanization.

One of the characteristics of our age is urbanization and the increase in the population of cities and the development of small and large cities. In fact, the sustainable development of a city, which in its general sense means all-round growth and expansion without contradiction, with two main goals: (1) improving the quality of life in terms of the capacity of the environment and (2) responding to the needs of the present generation without restrictions for the future ones. But according to the fifth wave theory, entering the first edge of the future from 2020 to 2030, with the development of urbanization, we are witnessing instability in recent decades. Depletion of forests, thinning of the ozone layer, accumulation of greenhouse gases, noise pollution, threatening air pollution in cities are among these indicators in urban areas. Other important indicators also show the social and economic instability of the world community. The increase in poverty, economic growth without job creation, increase the gap between developed and developing countries, social disintegration, and the sense of citizenship of the residents of local communities and the class gap are among these indicators. Therefore, since 1970, with the advancement of technologies, today the realization of urban development depends on attention to the factors of innovation, digitalization, and intelligentization. In the concept of development, aspects, domains, and scales become important. This improvement of the current situation will be realized when it brings all-round intelligence without conflict and contradiction in meeting the tangible and intangible needs of this society. Growth in material and spiritual aspects, from local to global scales and in different economic, cultural, educational, social, technological, and even political fields. Therefore, paying attention to the quality makes the concept of development more effective. These qualities are aligned with the concept of sustainability. In this chapter, U-city, smart sustainable mobility through 5th Wave, i-Sustainability Plus, and doost cultural theory (DCT) will be probed as a new concept of urban living for blue-green smart city and mobility. In addition, challenges made some countries not to prefer to utilize smartness and ubiquitous idea as a tool for their problems, will be explored.

Introduction: Tourism is one of the fastest growing industries in the world and an important source of income, taxes and jobs while being closely linked to social, economic and environmental well-being of many countries, especially of the developing countries. Sustainable tourism can be considered as an extension of the sustainability concept in the tourism sector, to meet the current needs of tourists, without compromising the possibilities of future generations to satisfy their own needs. The sustainable development of the tourism sector cannot be achieved if certain social groups will not be able to continue accessing tourism services and, at the same time, if the negative aspects of the environmental impact are neglected. The components of sustainable development actually form the core of social innovation activities. New business models, digital devices, user-generated content, big data and online commerce have positive effects on sustainable tourism. But the quality of the tourist product is influenced by the quality of the human factor. Activities that can be performed remotely will be based on new technologies, which require new skills and competencies for employees. It is necessary to reconfigure the implementation of the tourist services process, in which the human interaction is reduced and, at the same time, the client experience is stimulated. The COVID-19 crisis can be considered a catalytic moment to reconsider the growth trajectory of the tourism industry, in the sense that all activities can be reorganised so that the development of tourism is sustainable, with a less destructive impact on the social and environmental component.

Aim: The purpose of this chapter is to review the valences of sustainable tourism in the context of societal changes at the European level.

Method: An extensive literature review was carried out and then the authors discussed the critical issues affecting sustainable tourism. To achieve this, the authors incorporated findings from various researches into four categories. The result is a new perspective and a new potential framework for analysis.

Findings: The authors identified four critical factors that have the potential to influence the sustainable tourism development: social innovation, digitalisation, management of crisis situations and human capital development.

Originality of the Study: This chapter offers a new perspective on the factors that influence the sustainable tourism. These new factors offer potential for further in-depth analysis and refinement.