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This study investigates perceptions of the use of online tracking, a passive data collection method relying on the automated recording of participant actions on desktop and mobile devices, for studying information behavior. It scrutinizes folk theories of tracking, the concerns tracking raises among the potential participants and design mechanisms that can be used to alleviate these concerns.

This study uses focus groups composed of university students (n = 13) to conduct an in-depth investigation of tracking perceptions in the context of information behavior research. Each focus group addresses three thematic blocks: (1) views on online tracking as a research technique, (2) concerns that influence participants' willingness to be tracked and (3) design mechanisms via which tracking-related concerns can be alleviated. To facilitate the discussion, each focus group combines open questions with card-sorting tasks. The results are analyzed using a combination of deductive content analysis and constant comparison analysis, with the main coding categories corresponding to the thematic blocks listed above.

The study finds that perceptions of tracking are influenced by recent data-related scandals (e.g. Cambridge Analytica), which have amplified negative attitudes toward tracking, which is viewed as a surveillance tool used by corporations and governments. This study also confirms the contextual nature of tracking-related concerns, which vary depending on the activities and content that are tracked. In terms of mechanisms used to address these concerns, this study highlights the importance of transparency-based mechanisms, particularly explanations dealing with the aims and methods of data collection, followed by privacy- and control-based mechanisms.

The study conducts a detailed examination of tracking perceptions and discusses how this research method can be used to increase engagement and empower participants involved in information behavior research.

Using life history interviews with 10 college-educated Deaf women, this chapter investigates how the women saw themselves “between worlds” and how they balanced being both workers and mothers. While considering Gabel and Peters’ (2004) call for a theory of resistance in the field of disability studies along with Garland-Thomson (2004) who argues for a feminist disability studies theory, the author argues that when theorizing about the construction of a worker, which is a fluid identity, it is necessary to consider notions of gender along with ability and to note places where individuals resist stereotypes placed on them by the larger society. The women of this study resisted ideas of deafness as a “disability” and did things to show they were a linguistic minority and part of the Deaf community. Teaching, in certain contexts, was a place where they educated people about their deafness and became, in their words, “lifetime educators.” Those who worked in hearing offices developed strategies such as being lifetime educators, self-advocates, volunteering in these offices, and often denying a part of their Deaf identity.

The aim of this exploratory study is to identify the factors that influence the acceptance of social robots in museum environments and determine if this influence depends on the visitor's profile (age, gender, education and occupation).

Data collected from an electronic questionnaire include 433 responses from Spanish visitors. The authors subjected the variables proposed by De Kervenoael et al. (2020) adapted to museums. The initial descriptive analysis only showed significant differences by age (under or over 30 years old). Based on these previous results, an exploratory factor analysis was carried out to test the applicability of the questionnaire to museums. After identifying the factors, the authors applied an ANOVA test to determine whether there are age-related differences between the factors related to robot acceptance in museums.

The authors developed a multidimensional instrument for measuring willingness to accept social robots in museum contexts. Willingness is determined by three factors: museum visitor experience (which is a factor specific to museums), empathy and personal engagement (which are both usually relevant in other tourist sectors as well). The younger individuals (under 30 years old) have a higher degree of acceptance than do visitors over 30.

Social robot use in museums is still very low, so the key factors for their acceptance have yet to be ascertained. The specific skills of social robots could prove to be a major draw for young people and contribute significantly to the future of museums.

The purpose of this research is to analyse the LSQ in the context of three different omni-channel purchasing scenarios while considering four dimensions (timeliness, availability, condition and return of the product) and to assess their impact on customer satisfaction and loyalty. In addition, an evaluation of the relationship between satisfaction and loyalty in the mentioned omni-channel scenarios is investigated.

A mixed two-phase research methodology is proposed: an initial qualitative analysis with six focus groups followed by quantitative research through surveys with a sample of 323 individuals. The proposed scales were tested for three purchase scenarios: “buy-online-ship-direct” (BOSD), “buy-online-pickup-in-store” (BOPS) and “buy-in-store-ship-direct” (BSSD). The data were analysed using partial-least squares structural equation modelling (PLS-SEM) techniques.

In an omni-channel context, the most important element of the logistics service deriving in satisfaction was timeliness for all the scenarios. The return-of-product dimension of LSQ was relevant for satisfaction in “ship-direct” scenarios, while the availability dimension was only relevant for customer loyalty in the BOPS scenario. Customer satisfaction had a positive impact on loyalty in the three purchasing scenarios.

These results might provide guidance to managers in order to improve not only logistics procedures and processes but also their relationships with their customers. Moreover, retailers need to account for return policies in ship-direct channels, prioritize punctuality and adapt delivery terms to ensure product availability.

This work represents a progress in LSQ research in the B2C omni-channel environment by extending its study to a previously untested purchasing scenario (BOSD) and including a fundamental and insufficiently explored dimension of the LSQ: the return.

The purpose of this paper is to make visible the connections libraries have to carceral systems and how library workers replicate carceral behavior through care.

This paper uses interdisciplinary research methods in the fields of library science, criminology, feminist studies, Black studies and abolition to examine the role of libraries as locations of carceral care.

Libraries, through their history and funding as well as their roles within society as educators and social service providers, have the components necessary to act out carceral care; libraries by extension can and do participate in forms of carceral care.

There has been much work on carceral care in the fields of social work and education, but to date, there has been little to no scholarship on how libraries work within the landscape of carceral care. This article builds upon the work of others to help understand how it applies to libraries.

E‐commerce is such a new phenomenon that little research has addressed the effects it has on relationships in supply chains. A qualitative study was conducted with eight e‐commerce companies in order to construct theoretical relationships with which to develop a grounded theory of the impact of e‐commerce on managing supply chain relationships. The e‐commerce environment was perceived as highly uncertain, stemming from increased information visibility and dynamic market structures. A stronger emphasis on relationship management as part of business strategy enables managers to manage uncertainty better. Interestingly, increased information does not decrease the perception of uncertainty, but creates more uncertainty. As logistics is the function often involved with both information and relationship management within the supply chain, it may prove to be invaluable in helping firms succeed in this dynamic environment. Our research also found support for the application of transaction cost analysis and the resource dependence theory in explaining interorganizational relationship formation in e‐commerce.

The adoption of augmented reality (AR) settings represents an extraordinary opportunity to enrich the value of the omni-customer brand experience, especially in fashion retail. AR enhances the brand of extra-contents, both informational and sensorial, amplifies its significance toward consumers and inflects its commercial and emotional charm through new dimensions in the store. In this light, the purpose of this paper is to verify whether AR affects customer behavior toward brands in the retailing system.

By means of a qualitative approach, a preliminary research question linking technological settings of the store/brand and customer informational eagerness has been analyzed in a fashion retailing chain store. To frame the research question, the omni-customer segment perspective has been assumed, taking into consideration two main dimensions as follows: implementation of in-store AR settings; and affective/cognitive/functional structure of the experiential brand value.

Preliminary findings suggest that AR can create extra brand value by simplifying the decision-making process and engaging customers. In the sum four “realms” in terms of augmented brand experience can emerge and be managed by retailers.

Even though the contribution of AR is easily understood in selling activities from a marketing perspective, very few retail applied studies can be found to-date. The present analysis aims to narrow this gap. It also contributes to brand management, stimulating the integration of the AR dimension as an additional facet of a brand tool kit in the “project” for value co-creation.

The purpose of this study was to gather data from orphaned learners on their lived experiences in order to gain more understanding of their educational needs. Twelve orphaned learners (aged 14‐17) from two schools in Mpumalanga Province in South Africa participated in the study. The draw‐write and narrative approach was used to elicit information from the children. The methodological, ethical and practical issues emerging from researching orphans using this approach are discussed and illustrated using examples from the study. The article demonstrates that integrating visual, written and interview data collection methods may enable vulnerable children to open up and talk about their experiences. However, it requires the researcher to be patient, sensitive and empathetic to the circumstances of such children.

This paper aims to analyze the influence of externalization in the workforce on creating a work context that supports innovation and the moderation of this relationship by different contextual variables.

These relationships were studied using a sample of 249 workers from five firms. Hierarchical regression analysis was used to contrast the hypotheses.

The results of the study indicate that externalization affects the permanent worker's orientation to innovation negatively and that this relationship is moderated by contextual variables such as group potency and monitoring.

The aim of this paper is to stimulate new lines of research on externalization and orientation to innovation and their repercussions for the firm.

The South African Government needs to increase fiscal revenues to cater to increased government spending. This paper aims to argue that the South African Revenue Service (SARS) has an opportunity to tax the receipt of customer loyalty programme awards in the hands of customers, with little amendment to current tax legislation or administration. This provides the South African Government an opportunity to increase much needed tax revenue in spite of limited resources.

Five instrumental case studies were used and analysed from a financial reporting perspective to quantify customer loyalty points earned by customers. These can form a basis for deriving the potential benefits from the taxation of customer loyalty programmes in the retail industry. The multiple instrumental case studies used and the application of accounting guidance in International Financial Reporting Standards allow generalisations to be made to highlight the amount of customer loyalty awards granted and possible tax revenues forgone in just one sector of the South African economy.

Should the proposals for taxation of customer loyalty programmes be implemented, the fiscus would be able to collect over R 234.35m (US$16.91m) in tax revenue from only five companies providing customers with loyalty awards. This indicates that this proposal for taxation is critical for investigation by the South African Government, as it may aid in achieving revenue goals for South Africa.

This paper contributes to the literature on taxation legislation within South Africa by proposing a model that may be used by the SARS to increase tax revenues to meet the Government’s needs.