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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.

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.

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.

College and university campuses serve as a vital test bed for sustainability solutions of various types. To date, though, campus sustainability efforts have focused more on the environmental and economic aspects of sustainability, with less attention to its social aspects. This paper aims to draw on a study of student food insecurity to consider how sustainability’s three pillars might be more holistically engaged.

First, the paper reviews the literature on-campus food sustainability and student food insecurity to propose a preliminary characterization of sustainable food. Second, data from a study of food insecurity among students at a major research university are presented. The survey data measure the degree and attributes of food insecurity among undergraduate and graduate students. The focus group and interview data provide a detailed understanding of students’ experience with food insecurity, particularly with regard to how that experience resonates with the characteristics of sustainable food. Finally, the paper suggests that the systems thinking approach may be the best way to engage the social pillar of sustainability.

Food insecurity is prevalent among university students. These students find affordability and nutrition to be the most important characteristics of the diets they desire to have. The ability to access such foods conveniently is also important, whereas the sourcing of foods is not resonant.

This is a study of a single campus in the USA. Findings may be different on campuses that have different demographics and other characteristics.

Campus sustainability efforts must fully engage the social aspects of sustainability. This paper uses the example of food and food insecurity to show how and why this is important. It also points to systems thinking approach as appropriate for this holistic effort.

This paper aims to present a new master’s programme for promoting energy access and energy efficiency in Southern Africa.

A transdisciplinary approach called “participatory integrated assessment of energy systems” (PARTICIPIA) was used for the development of the curriculum. This approach is based on the two emerging fields of “multi-scale integrated assessment” and “science for governance”, which bring innovative concepts and methods.

The application of the PARTICIPIA methodology to three case studies reveals that the proposed transdisciplinary approach could support energy and development policies in the region. The implementation of the PARTICIPIA curriculum in three higher education institutions reveals its ability to respond to the needs of specific contexts and its connection with existing higher education programmes.

Considering energy issues from a transdisciplinary approach in higher education is absolutely critical because such a holistic view cannot be achieved through engineering curricula. Deliberate and greater efforts should be made to integrate methods from “multi-scale integrated assessment” and “science for governance” in higher education curricula to train a new breed of modern-day energy planners in charge of coming up with solutions that are shared by all relevant stakeholders.

This paper presents an innovative higher education curriculum in terms of the attention given to energy access and energy efficiency that affect the southern Africa region and the nature of the methodology adopted to face these issues.

The following contribution tries to answer the question of whether the management theory's interpretation of cybernetics has something to do with second‐order cybernetics, or in other words: what the impact of von Foerster's ideas so far on the German speaking management theory is.

Different methodological programs in business administration and management theory will be summarized to become aware of the fundamental difference between Foerster's ideas and their interpretation through the systemic approach in management theory.

In the beginning of the 1970s and all through the 1980s systemic thinking became what some management thinkers wanted to be called a “new paradigm” that ever since has attracted numerous researchers and practitioners, especially in the German speaking regions. So it seemed only natural that, together with systems theory, cybernetics, too, was introduced to the management discipline. Can you seriously have cybernetics without second‐order cybernetics? Of course you can. The question here is: how far did German speaking systemic management thinking dare to go in incorporating cybernetics into the theory of management of social systems?

We will clearly see what Heinz von Foerster was pointing at when he talked about management being an autological concept where the manager has to take his being part of the system seriously. When making obvious different conceptual versions of cybernetics and demonstrating their corresponding attempts in transferring cybernetic thinking into the domain of social systems we might get an insight into new directions for researchers in management.