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This paper aims to focus on how companies shape the architecture of a phygital customer journey through the exploitation of smart technologies.

The research adopts a qualitative method using a grounded theory approach involving leading players in digital customer solutions and service providers from different industries.

The shaping of the architecture of the phygital customer journey comes from the interplay between systems of insights and systems of engagement activated by multiple customer-provider interactions in an entanglement of physical and digital contexts.

Companies need to design a blended approach to bridge disconnected contexts, capture new opportunities and provide customer engagement along the entire journey.

This study depicts the “phygital customer journey” under systems of insights and systems of engagement: These systems operate as dynamic architectures to capture insights and engage customers.

Drawing on the work of Niklas Luhmann, the paper argues that technology can be viewed as a self-referential system which is autonomous from both human beings and other function systems of society. The paper aims to develop a philosophy of technology from the work of Niklas Luhmann. To achieve this aim, it draws upon the systems-theory work of Jacques Ellul, a philosopher of technology who focuses on the autonomous potential of technological evolution.

The paper draws on the work of Niklas Luhmann and Jacques Ellul to explore the theme of autonomous technology and what this means for our thinking about technological issues in the twenty-first century. Insights from these two thinkers and researchers working in the Luhmannian sociological tradition are applied to remote work.

The sociological approach of Luhmann, coupled with Ellul's insights into the autonomous nature of technology, can help us develop a systems theory of technology which takes seriously its irreducibility to human functions.

The paper contributes to the growing sociological literature that thematizes the Luhmannian approach to technology, helping us better understand this phenomenon and think in new ways about what technological autonomy means.

The paper brings together the work of Luhmann, Ellul and contemporary researchers to advance a new understanding of technology and technological communication.

The aim of this study is to diagnose the Egyptian political system from the perspective of the viable system model (VSM). That in turn gives us significant insights on how to improve the distribution and control of power in Egypt to warrant greater autonomy and representativeness in the branches of government.

The proposed diagnostic framework in this study was accomplished by applying the principles and aspects of Stafford Beer's VSM to the three state powers of Egypt: the executive, legislative and judiciary. In addition, it adopts the guidelines for applying the VSM described by both Stafford Beer and José Pérez Ríos.

The presented framework in this study shows a comprehensive explanation of the essential functions and their distribution among the entities of the Egyptian political system. In addition to that, the findings give us insights about the need for greater autonomy and self-organization among the political system's entities. Greater communication, consensus, cooperation and coordination is needed to achieve balance, regulate the interactions between them and to monitor each other without intervention. This, in turn, would ensure greater representation of citizen demands and expectations, and protect and guarantee their rights and freedoms.

The modeling of the Egyptian political system from a VSM perspective suggests the necessity of reform of the political system by a clear division of functions and tasks within the operational entities and subentities, decentralization of power structures and utilization of the decision marketing mechanism to reach public acceptance. The application of the VSM, for the sake of diagnosing and designing the viability of separation of power, can be considered as highly original.

For the last four decades, the alignment of strategy and digital technology has persisted as one of the most critical and bothersome issues for senior government executives. Against this backdrop and drawing on the fruits of an extended program of collaborative research between 1995 and 2020, this chapter draws attention to how government organizations foster effective alignment and how this is achieved through four distinct cycles of alignment work. Considering that this work is heavily people- and organization-centric, the chapter calls for greater involvement of organization development and change scholars and practitioners in this important area of organizational life and work.

The COVID-19 pandemic started a new era in understanding the topic of resilience and adaptability. The human society has not faced such a widespread global challenge until now. This paper aims to address a context change influenced by the COVID-19 pandemic, using a case study in high education. While the character of the issues emerging is the same as in any other domain, in high education, the principles and consequences can be more directly studied and analyzed.

This paper describes a framework to evaluate how the context of the tertiary education service has been disrupted and the influence on the adherence of the students to the educational process, via primary quantitative data collection. This paper tackles the problem of distinguishing the change in context and context change and the possibility of system reconfiguration.

To properly face the evolving conditions induced by the pandemic, the education service system must be aligned to the imposed emergency situations, trying to “find” where the changes have emerged, i.e. what kind of reconfiguration is, whether it appears in the goals or in the service system itself. Furthermore, this study discusses how the findings can be valuable and applied to situations beyond the pandemic, in other cases of context disruption to highlight how general the service activities are within our reconfiguration approach.

From a theoretical point of view, this work is in line with main assumptions of system thinking, by confirming several insights of service systems’ behavior, even in a logic of B2B interactions (from the offer side); first in terms of openness and adaptation, in addition to readiness to change and – when and how – this change can occur. From a practical point of view, this paper’s contribution is directed toward achieving the more successful change management process, as reached together by motivated partners working hard for a common final goal. Realizing that the pandemic has brought a completely new context of education, managers should focus now on monitoring all aspects of the education business, not only directly affected projects and processes.

This paper reports on a field‐based study of online help systems at the University of Maryland. After collecting data by means of interview, observation and focus group, analysis is grounded on the contextual data, thus shedding light on particular organizational and human behavioral issues on online help systems. The objectives of this research are to offer insights, enhance understandings, and provide a meaningful guide to design online help systems for educational institutions. Based on the contextual information and data analyses, several constructive thoughts are brought forward, along with the prototype system, for campus‐wide online help systems design. These implications include developing more time‐critical and task‐sensitive online help, merging CMC approaches, and customizing online help in terms of different user groups, even towards specialized online help systems. The limitations of this research are enunciated and future research as well.

The way of how we introduce a problem is often decisive for a successful solution. This, actually the basic insight of systems engineering was used with the representation of the problem of quality in the problem solving domain. The implementation of systems engineering as a relatively new profession, originating from the system's view, for quality problem solving is conditioned by its relatively methodological perfection, independence of technologies and a well defined problem as the starting point for the use of system methods. In spite of that it was necessary to a certain extent to adapt the methods of systems engineering to the features of quality problems. This approach results in a new dimension of quality understanding, understanding of problems generating non‐quality, and a new dimension of solving these problems. The discussion is limited to the problem and assurance of the information product quality, the quality of the process which provides the information product as its output, and the information quality. Additionally, various problem situations, considerably affecting quality, are identified, and their solution requires an interdisciplinary and system approach. To treat them only within the frame of quality assurance, does not provide quality solutions.

The issues may seem intractable, resources may be scarce and time may be running out, but decision insight systems produce reliable decisions fast, from raw views and whatever facts are available. This article illustrates how personnel managers in business and public services use these unique microcomputer systems to make their decisions and allocate their scare resources more effectively.

Involvement in the effective design and use of computer‐based information systems is essential for the manager of the 1990s. To be most effective, systems must be designed for the requirements of the manager‐user. Too often there is a communication gap between managers who are too busy, uninterested or unwilling to become directly involved, on the one hand, and on the other, the consultant who is more usually engrossed in the special nature of the system. The author aims to provide an up‐to‐date and integrated treatment of organisation and management, as well as to emphasise the utilisation of management information systems to improve the art of managing.

Product-service systems (PSS) are regarded as highly sustainable solutions. However, studies identifying and comparing the sustainable potential of product-service offerings by considering the three sustainability dimensions are still scarce. This paper aims to benchmark and analyse the sustainable potential of a use-oriented PSS, showing the influence of the context of implementation on the sustainable potential of the solutions.

By adopting a competitive benchmarking approach, six bicycle-sharing systems from different countries were selected for analysis. The main sustainability-related aspects in use-oriented PSS (the systems investigated) were identified through a literature review. Multiple secondary sources were used to collect data about the analysed PSS. A qualitative analysis was conducted through triangulation of the sources to identify and compare the systems by considering the selected sustainability aspects.

The main results show that use-oriented PSS provide a range of economic, social, and environmental benefits, confirming the sustainable potential of such solutions. Several similarities between the systems have been identified, along with some differences, especially regarding their integration with other transport systems and the use of renewable energy, which can affect users' acceptance, operation efficacy, and overall sustainable potential of the solutions.

This study identifies best practices that can be considered by other bike-sharing businesses to improve their sustainability potential.

This study identifies and explores the sustainable potential of bicycle-sharing solutions using a benchmark approach. It augments existing empirical knowledge on sustainable PSS and business models by revealing best practices, including the context that may enhance the sustainability potential of the solutions regarding environmental, economic, and social benefits.