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In recognising the need to research the concept of customer satisfaction the study aims to develop a strategic approach to measuring a customer′s satisfaction with a particular enterprise. The study is an attempt to (1) develop an overall concept of customer satisfaction; (2) provide a detailed relationship structure for implementation within a company; and (3) identify potential research areas. A basic premiss of the study is that the focus should be on maximising total product value to the customer; and then, second, that customer satisfaction of external customers is inter‐dependent on the satisfaction of internal customers. The framework of the research centres on a proposed model which integrates all aspects so as to maximise the potential of the organisation and all its subsystems to create and sustain satisfied customers. The approach begins with a conceptualisation phase in which the concept of customer satisfaction is explored. Attributes are then classified into services and this is then extended to integrate the internal customer into a total service model; applying gap‐analysis to this model. Enterprise satisfaction provides the basis for extending the total service model; positioning is applied to the customer satisfaction strategy; and operationalising of this strategy is proposed through an implementation model.

Corporate strategy in South Africa traditionally focused on turnover management because of a tough economy. However, the focus has shifted to the cost side. Because of this emphasis on higher cost efficiency, logistics became a vital part of corporate strategy. Looking at a barometer for logistics excellence, it can be seen that logistics in South Africa is still functionally fragmented with a relatively low level of co‐operation in the value chain. Improving this is vital as logistics will be important for future competitiveness.

This study aims to investigate how different kinds of leadership styles (transformational and transactional leadership) influence different components of trust (affect-based and cognition-based trust), mediated by organisational justice mechanisms (distributive, procedural and interactional justice) during COVID-19 conditions in South Africa.

This study conducted a quantitative study by collecting survey data from 366 leaders in three organisations in South Africa, using valid and reliable scales. Given the number of latent constructs, the statistical technique used for this research was partial least squares-structural equation modelling, which enabled the authors to evaluate the strength and significance of the mediating relationships.

Findings show unexpectedly that neither distributive nor procedural justice has any significant mediating effect between transformational and transactional leadership and between the components of trust (affect-based and cognition-based trust). However, interactional justice was found to have a significant positive mediating effect between transactional leadership and affect-based trust as well as cognition-based trust. The same did not apply to transformational leadership.

Given the context of this study, which was conducted during the COVID-19 pandemic, these findings support the notion that it is the responsibility of leaders in organisations to communicate effectively, clearly and transparently to their followers at all times but particularly during times of extreme uncertainty. These increased levels of perceived fairness result in the development of trust within the organisation.

In this chapter, the author analyzes sentencing and incarceration practices in South Africa during the last 20 years, a period which saw the country transforming into a fully flexed democracy.

The concepts of sentencing, mandatory minimum sentencing, sentencing of children and incarceration are discussed. The past 20 years of democracy serve as a point of departure for this discussion. The retrospective nature of the adopted approach necessitates a heavy reliance on existing literature, but a statistical analysis is also relied upon. The author also reflects on research conducted during the last 20 years.

While it is almost impossible to duly consider all sentencing-related developments in democratic South Africa, important advances have been made but they were not always systematically followed through. Well-intended policies have at times been poorly executed. Specially, the correctional system destroyed all types of staff motivation through poor human resource practices.

Few scholars have considered the influence of sentencing practices on the South African inmate population, more particularly during the period of democracy that has been running for 20 years. This influence in the South African criminal justice system will be highlighted. The contribution of sentencing in the democratization of the country may be drawn from this discussion. The study may contribute to policy implementation for decades to come and through that, strengthen the South African democracy. At the same time, lessons from South Africa may serve as a roadmap for other young and established democracies.

The Green Credit Tool is evaluated as a method to quantify the value of green‐spaces and to determine how these green‐space‐values can be replaced or compensated for within urban spatial planning projects.

Amersfoort Local Municipality created the Green Credit Tool to ensure protection and enhancement of the urban green totality. The tool is described and evaluated based on three core elements: the value matrix, the collection of values and green compensation. Findings were based on case studies in Parkweelde and Randerbroek (Amersfoort, The Netherlands).

Green‐planning is not just about flora and fauna, but also about planning for economic benefits and thus needs to have a quantifiable value. The Green Credit Tool enhances integrated green‐planning by means of the value matrix (identifying values of green), collecting values (participation and stakeholder‐identification) and compensation (protecting green spaces).

Assessment of green values will differ between users, experts and between locations.

The Green Credit Tool introduces a different perspective to green‐spaces that can add value to urban environments and thus creates economic spin‐offs. It stresses the need for environmental issues to play a greater role in future planning processes.

Green‐planning is known to have various psychological benefits. The Green Credit Tool is a communication tool and thus incorporates public opinions, enhances social responsibility and enhances awareness of the broader benefits of green spaces.

The Green Credit Tool creates an integrated approach towards the planning of green‐spaces, enhancing the value of green areas and thus ensuring qualitative urban planning and sustainable economic development.

The purpose of this research is to systematically review the properties of supply chains demonstrating that they are complex systems, and that the management of supply chains is best achieved by steering rather than controlling these systems toward desired outcomes.

The research study was designed as both exploratory and explanatory. Data were collected from secondary sources using a comprehensive literature review process. In parallel with data collection, data were analyzed and synthesized.

The main finding is the introduction of an inductive framework for steering supply chains from a complex systems perspective by explaining why supply chains have properties of complex systems and how to deal with their complexity while steering them toward desired outcomes. Complexity properties are summarized in four inter-dependent categories: Structural, Dynamic, Behavioral and Decision making, which together enable the assessment of supply chains as complex systems. Furthermore, five mechanisms emerged for dealing with the complexity of supply chains: classification, modeling, measurement, relational analysis and handling.

Recognizing that supply chains are complex systems allows for a better grasp of the effect of positive feedback on change and transformation, and also interactions leading to dynamic equilibria, nonlinearity and the role of inter-organizational learning, as well as emerging capabilities, and existing trade-offs and paradoxical tensions in decision-making. It recognizes changing dynamics and the co-evolution of supply chain phenomena in different scales and contexts.

As policy makers address the issue of climate adaptation, they are confronted with climate-specific barriers: a long-term horizon and a high degree of uncertainty. These barriers also hamper the development of spatial planning for climate adaptation. So how can spatial planners encompass these barriers and steer the general debate on climate adaptation? The paper aims to discuss these issues.

This research analyzes the strengths and weaknesses of an international design workshop on climate adaptation, and drought issues in particular. Design workshops are originally an educational setting but they are increasingly employed as a tool to explore alternative futures on a complex, real-life design problem. The case study illustrates how climate-specific barriers emerged throughout the design workshop and clarifies how they were encompassed by the participating design students.

The research clarifies the added value of a design workshop on climate adaptation. The paper highlights specific promising characteristics of the design workshop: the visualization of future adaptation challenges and the current water system, the focus on a regional project instead of sectoral adjustments and the integration of the adaptation challenge with other socio-economic goals. In the case study Flanders, however, the necessary participation of climate experts and policy makers of other domains proved challenging.

The paper argues that a design workshop has the potential to enrich the debate and policy work on climate adaptation. In many countries with low-planning tradition, however, additional tools are needed to help set the “adaptation agenda.”

Whilst e‐procurement has significant potential to reduce the purchasing costs of an organisation, the realisation of these savings requires user compliance. The purpose of this paper is to examine the extent to which user‐perceived e‐procurement quality (EPQ) (operationalised through the dimensions of professionalism, processing, training, specification, content, and usability) influences both system and contract compliance.

User perceptions of EPQ were examined in four UK organisations using survey data from 274 respondents.

Strong evidence was found of a positive relationship between user‐perceived EPQ and both system and contract compliance. System compliance was most strongly influenced by professionalism and content dimensions, whilst contract compliance was most strongly influenced by processing, specification, and content dimensions.

Data were collected from e‐procurement users in four organisations, which may limit the extent to which findings can be generalised.

User perceptions of e‐procurement provision significantly influence system and contract adoption. Practitioners should pay attention to management of different dimensions of perceived quality as they may have different effects on both contract and system compliance.

This paper is the first to empirically assess the relationship between user‐perceived EPQ and compliance. Its findings challenge the assumption that the monopolistic dynamics common within internal services, such as e‐procurement provision, are sufficient to ensure compliance. Dissatisfied individuals invariably find ways to circumvent mandatory systems and contracts.

The purpose of this study is to introduce new tools to develop a more precise and focused bibliometric analysis on the field of digitalization in healthcare management. Furthermore, this study aims to provide an overview of the existing resources in healthcare management and education and other developing interdisciplinary fields.

This work uses bibliometric analysis to conduct a comprehensive review to map the use of the unified theory of acceptance and use of technology (UTAUT) and the unified theory of acceptance and use of technology 2 (UTAUT2) research models in healthcare academic studies. Bibliometric studies are considered an important tool to evaluate research studies and to gain a comprehensive view of the state of the art.

Although UTAUT dates to 2003, our bibliometric analysis reveals that only since 2016 has the model, together with UTAUT2 (2012), had relevant application in the literature. Nonetheless, studies have shown that UTAUT and UTAUT2 are particularly suitable for understanding the reasons that underlie the adoption and non-adoption choices of eHealth services. Further, this study highlights the lack of a multidisciplinary approach in the implementation of eHealth services. Equally significant is the fact that many studies have focused on the acceptance and the adoption of eHealth services by end users, whereas very few have focused on the level of acceptance of healthcare professionals.

To the best of the authors’ knowledge, this is the first study to conduct a bibliometric analysis of technology acceptance and adoption by using advanced tools that were conceived specifically for this purpose. In addition, the examination was not limited to a certain era and aimed to give a worldwide overview of eHealth service acceptance and adoption.