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While scaling is a viable approach to respond to growing demand, service providers in contact-intensive services (CIS) – such as education, healthcare and social services – struggle to innovate their offerings. The reason is that the scaling of CIS – unlike purely digital settings – has resource limitations. To help ease the situation, the purpose of this paper is to identify and describe the practices used in scaling CIS to support ICT-enabled service innovation.

The research draws on an in-depth analysis of three CIS to examine service innovation practices. The analysis informs model development for service scaling.

The analysis uncovers three practices for service scaling – service interaction analysis, service pivoting and service validation – and their related activities that are applied in a cyclic and iterative logic.

While the findings reveal that the scalability of CIS is limited and determined by the formative characteristic of personal interaction, this study and its findings describe how to leverage scalability in CIS.

The insights into the practices enable service providers of CIS to iteratively revise their service offerings and the logic of creating value with the service.

This research identifies and describes for the first time the practices for the scaling of CIS as an operationalisation of ICT-enabled service innovation.

The purpose of this paper is to investigate the operation of classification mechanisms in organizational life, and how they construct the skills and knowledge of initially marginalized client groups.

The paper is based on an ethnographically inspired case study of a Swedish labour market procedure, which was designed to validate the skills and knowledge of non-western immigrant job-seekers. Qualitative data were generated through observations, in-depth interviews and document analysis.

The study found that, contrary to policy-makers’ intentions, the validation procedure ended up dissociating the non-western job-seekers’ heterogeneous experiences, skills and knowledge from the organizing processes of the labour market, displacing them beyond the boundaries of legitimate knowledge, and reproducing their marginalized position on the labour market. As non-western skills and knowledge were found unclassifiable according to the validation procedure, they were deemed too different and monstrous.

The research approach and the specific institutional context of Swedish immigration and labour market policy means that the research results are not readily generalizable to other empirical contexts. Therefore, studies outside of Sweden are needed to generate knowledge about similar policies in other countries.

The classification of skills and knowledge and the organizing of difference does not primarily require new tools and methods, but a whole new perspective, which recognizes the multiplicity and heterogeneity of unusual skills and knowledge as an important part of labour market integration.

The paper examines the monstrous aspects of classification mechanisms within the empirical context of labour market integration efforts, which is hitherto underexplored in the literature on the management of difference and diversity.

The purpose of this paper is to develop a best practice framework for PPP implementation for construction projects in Ghana.

This study adopted a multi-stage critical review and analysis of past studies on the attributes of PPP implementation (i.e. critical success factors/success criteria for PPP, reasons/drivers for adopting PPP, obstacles/implementation constraints in PPP and risks in PPP) with much focus in Ghana. Furthermore, other governments’ and international PPP guidelines were reviewed for cross validation purposes. In addition, questionnaire survey with PPP experts in Ghana was conducted to validate the proposed best practice framework.

From the search, 16 publications in leading construction management journals were identified. A thorough content analysis of the identified papers produced 151 best practices for construction PPPs in Ghana. The best practices were then incorporated into the PPP process in Ghana to develop the best practice framework.

The major limitation lies in the fact that few publications were targeted for analysis; however, the findings are still useful for future reference because the PPP concept is still developing in Ghana, therefore few publications are found in leading construction management journals. Another limitation is that the best practice framework was not validated using real-life cases, thus it is suggested that future research will adopt the framework and test it on real projects to measure its effectiveness.

The outputs of this study considerably inform local practitioners in developing countries particularly Ghana and other African countries of the strategic measures that need to be carefully considered within the PPP process so as to implement successful construction PPP projects. The best practice framework also helps to standardize the practice of PPP in Ghana.

The purpose of this paper is twofold. First, the authors provide a survey of operations management (OM) research applications of traditional hierarchical and nonhierarchical clustering methods with respect to key decisions that are central to a valid analysis. Second, the authors offer recommendations for practice with respect to these decisions.

A coding study was conducted for 97 cluster analyses reported in six OM journals during the period spanning 1994-2015. Data were collected with respect to: variable selection, variable standardization, method, selection of the number of clusters, consistency/stability of the clustering solution, and profiling of the clusters based on exogenous variables. Recommended practices for validation of clustering solutions are provided within the context of this framework.

There is considerable variability across clustering applications with respect to the components of validation, as well as a mix of productive and undesirable practices. This justifies the importance of the authors’ provision of a schema for conducting a cluster analysis.

Certain aspects of the coding study required some degree of subjectivity with respect to interpretation or classification. However, in light of the sheer magnitude of the coding study (97 articles), the authors are confident that an accurate picture of empirical OM clustering applications has been presented.

The paper provides a critique and synthesis of the practice of cluster analysis in OM research. The coding study provides a thorough foundation for how the key decisions of a cluster analysis have been previously handled in the literature. Both researchers and practitioners are provided with guidelines for performing a valid cluster analysis.

To the best of the authors’ knowledge, no study of this type has been reported in the OM literature. The authors’ recommendations for cluster validation draw from recent studies in other disciplines that are apt to be unfamiliar to many OM researchers.

Sharing information security best practices between experts via knowledge management systems is valuable for improving information security practices, exchanging expertise, mitigating security risks, spreading knowledge, reducing costs and saving efforts. The purpose of this paper is developing a conceptual model to enhance the transfer of information security best practices between professionals in virtual communities through a Web-based knowledge management system to exchange their successful experience in handling different information security situations.

The model is validated by surveying 17 experts’ reviews on the correctness of the model’s structure and its related components through applying deep rich peer debriefing to test suitability. Quantitative data has been collected to achieve confirmatory results.

The resulting model incorporates five main components that support the formal mechanism for the acquisition and dissemination of knowledge: identification, classification, storage, validation and sharing. The success of knowledge sharing is highly dependent on the active collaboration of community members and highly influenced by motivation. Validating transferred knowledge is vital for ensuring the credibility of the system.

To the best of the author’s knowledge, this paper is one of the first to highlight the role of integrating knowledge management to enhance the effective share and reuse of information security best practices knowledge. The research results can support researchers investigating the topic and generate trustworthy literature to guide information security virtual community developers.

The purpose of this study is twofold: to examine the types of activity that nurses undertake on an online community of practice (APN‐l) as well as the types of knowledge that nurses share with one another; and to examine the factors that sustain knowledge sharing among the nurses from their local perspectives.

An in‐depth case study with mixed methods was adopted to obtain rich and naturalistic data including online observations of the messages posted in APN‐l, interviews with 27 members of APN‐l, and content analysis of online messages.

The most common type of activity performed by members of APN‐l was “Knowledge sharing,” followed by “Solicitation.” Regarding the types of knowledge shared, the most common were “Institutional practice” and “Personal opinion.” The factors that have helped sustain knowledge sharing within the online community of practice include: a self‐selection; validation of one's practice with others who share a similar working situation; a need to gain better understanding of current knowledge and best practices in the field; a non‐competitive environment; the asynchronous nature of the online communication medium; and the role of the listserv moderator.

This study contributes to the growing knowledge base of communities of practice that span organizational boundary. Administrators can use the coding schema developed in this study to gauge current activities of existing online communities of practice. Additionally, they can use the six factors to sustain knowledge sharing community for fostering new/existing online communities of practice.

The main purpose of this paper was to evaluate the validation process of food safety control measures.

The validation of control measures has been analyzed at 50 food companies in Serbia. The sample included companies that produce food of both plant and animal origin and have certified food safety management systems. A total of 156 control measures that combat physical hazards (41.6%), followed by microbial hazards (34.0%) and chemical hazards (24.4%), have been analyzed. To enable quantification of the validation protocols, each control measure was assigned a score.

The validation scores showed that the highest level of validation was observed in large companies, as opposed to small and medium-sized companies (p < 0.05). The type of food safety hazards and the food sector did not reveal any statistical differences in-between the scores. The main approach to validating control measures was referring to the technical documentation of equipment used (52.6%), followed by scientific and legal requirements (30.7%). Less than 20% of the analyzed control measures were validated with operational data collected on-site. No mathematical modeling was observed for the sampled food companies. Future steps should include the development of validation guides for different types of control measures and training modules.

This study can serve as an improvement guide for food safety consultants, food safety auditors, certification bodies, inspection services, food technologists and food managers.

This study is one of the first to provide an insight into how food companies validate their control measures to combat microbial, chemical and physical food safety hazards.

Most studies investigating the adoption of lean startup (LS) practices by technology new ventures focus on software startups in mature entrepreneurial ecosystems and disregard their applicability for opportunity exploitation in other technological backgrounds. This study contributes to this research stream by exploring how Brazilian technology new ventures (in different technological fields) tentatively adopt LS to exploit opportunities and whether LS is suitable to their emerging economy context.

The authors adopt an exploratory multiple-case study based on qualitative data collection and analysis of nine Brazilian biotechnology, engineering and software startups.

The study shows how technology new ventures tackle the activities of opportunity exploitation – namely, developing a product or service, acquiring human resources, gathering financial resources and setting up the organization – by leveraging LS tools and practices for business model validation; also, it identifies six contextual constraints hindering the systematic adoption of LS and reveals how technology new ventures cope with such constraints in their early stages by integrating LS with complementary strategies and practices. Furthermore, the study reveals that the systematic and comprehensive adoption of LS nurtures the development of an entrepreneurial experimental capability to explore opportunities in a quasi-scientific and hypothesis-driven fashion.

The study investigates how Brazilian engineering, biotechnology and software startups exploit opportunities and overcome constraints to business model validation through the combined adoption of LS and complementary strategies and practices and provides a set of propositions to guide future research.

There are few publications on personality disorder in adults with intellectual disability (ID), and on borderline personality disorder (BPD) specifically. Publications concerning treatment are sparse, despite the high symptom burden in these patients. This paper aims to discuss these issues.

Six patients with BPD and ID were recruited from the same inpatient unit. Behaviour problems and mental health symptoms were scored on admission and discharge. Information about treatment, length of stay, etc. was taken from case files.

Both mental health symptoms measured by the SCL-90-R, and behaviour problems measured by the Aberrant Behaviour Checklist were significantly reduced on discharge. In the active treatment period, the two main aspects of treatment were validation and practicing new solutions when emotional and behavioural problems occur, i.e. skills training.

The limitations related to this study are that the study is conducted in one milieu only. Another limitation is that the patients were admitted over a five-year period, where, some changes were made in the treatment approach.

Inpatient treatment of this patient group seems to be effective if individually adjusted to the patient’s psychopathology, ID and communication style. Close co-operation between the individual therapist and milieu therapists is essential.

There is a need for intervention studies on BPD in ID. This study may be a valuable contribution.

The present study was designed to examine the measurement of the Emotionally Intelligent Leadership (EIL) construct and to provide evidence of validation for the multidimensional Emotionally Intelligence Leadership for Students: Inventory 2.0 (EILS:I 2.0). The EILS:I 2.0 is a self-report assessment of emotionally intelligent leadership in the context of a student environment. The results of two confirmatory factory analyses of two independent samples of data from students across the United States provide support for a 19-factor model of EIL and the construct validity of the EILS:I 2.0. These results provide leadership educators evidence that use of the EILS:I 2.0 will result in the measurement of 19 capacities of EIL in students. Implications of these findings for leadership educators and directions for future research are discussed.