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This paper aims to develop an understanding of the potential for application of facilities management concepts and principles in the context of the “zoo sector”.

The paper is a conceptual one and begins with a narrative designed to provide sufficient background to understanding key issues relevant to the practice of facilities management in zoological and similar institutions, including the implications of conservational/scientific and display imperatives of zoological facilities for facilities management. We then consider how these issues can be worked through in the context of four broad dimensions of facilities management: strategies for the management of stakeholder behaviour (non-human animals, personnel and visitors); building and environmental design (including space usage); safety, security and health; and “miscellaneous” services. The paper concludes by providing a provisional framework for further research into facilities management in the zoo sector.

As a conceptual paper, there are no empirical findings. Conceptually, the paper offers an initial and simple framework for interpreting the possible application of facilities management in zoological and related facilities.

In a search of the two principal journals in the field of facilities management, nothing could be found of direct relevance to the management of facilities in zoological and similar organizations. This paper is thus a singular contribution to the field. Conceptually, the authors attribute neglect of the topic to the distinctive traditions in the study of facilities management, which, at the risk of caricature, emphasise either the pre-eminence of a building and building services approach to facilities management, or an approach which is almost exclusively focused on the “human” dimensions to the discipline.

The increased involvement of customers in their experience is a reality for all service organisations. The purpose of this paper is to explore the way organisations collaborate with customers to facilitate consumption of cultural experiences through the lens of co-production. Although organisations are typically an integral part of the co-production process, co-production is typically considered from a consumer angle. Aligned with the service ecosystem perspective and value-in-cultural context, this research aims to provide greater insight into the processes and resources that institutions apply to co-produce experiences with consumers and the drivers and inhibitors of such processes.

Case study research with three exemplar organisations, using in-depth interviews with key informants was used to investigate the processes organisations follow in co-producing the service experience with customers, as well as the drivers and inhibitors of organisational co-production of the service experience in the cultural sector.

The findings illuminate that cultural organisations are co-producing the service experience with their customers, as revealed through a number of key processes: inviting customers to actively participate in the experience, engaging customers and supporting customers in the co-production of the experience. Increasingly demanding consumers and a changing competitive landscape are strong external drivers of co-production. Visionary leadership and consumer-focussed employees are internal factors impelling organisations to co-produce experiences with consumers. A strong curatorial orientation, complex organisational structure, employee attitude and capability gaps and funding constraints are impediments towards organisations co-producing experiences with consumers.

This paper addresses a gap in Service-Dominant logic theory, arts/cultural marketing and broader services marketing literature by proposing a broadened conceptualisation of co-production of the service experience. This conceptualisation can be used as a platform to derive strategic imperatives for managers of service organisations. The findings highlight the key practices and resources that are central to organisations co-producing experience with customers. In this way, greater understanding of institutional logics and practices that underpin experience co-production emerges.

This study responds to major administrative and policy priorities to support science, technology, engineering and mathematics (STEM) education by investigating a multi-sector ecosystem of regional organizations that support a STEM pipeline for education and careers.

We use social network analysis to investigate an entire region within a geographic region of California which included 316 organizations that represent different stakeholder groups, including educational institutions (school districts, schools and higher education), government, private companies, museums, libraries and multiple community-based organizations. This STEM ecosystem reflects a systems-level analysis of a region from a unique social network perspective.

Results indicate that organizations have a surface-level access to STEM-related information, but the deeper and more intense relationship which involves strategic collaboration is limited. Further, interactions around information and collaboration between organizations were purportedly in part to be about education, rarely included PK-12 schools and district as central actors in the ecosystem. In addition, while institutions of higher education occupy a central position in connecting and bridging organizations within the ecosystem, higher education's connectivity to the PK-12 education sector is relatively limited in terms of building research and practice partnerships.

This research has implications for how regional-level complex systems are analyzed, led and catalyzed and further reflects the need to intentionally attend to the growth of STEM networks.

Communication of information in the biological sciences is becoming increasingly complex as the number of users multiplies and as science becomes more and more interdisciplinary. Libraries play a major role in this communication of scientific information. This role is being threatened by increasing publication rates coupled with increasing costs and decreasing resources. Even the most illustrious science libraries are finding that their resources have decreased in real money and as a result of inflation. The Bowker Annual of Library and Book Trade Information, editions 8–20, 1962–75, graphically shows the increases in publishing rates and in price. The Bowker statistics are broken down into large categories; unfortunately biology falls between the categories of agriculture and medicine. The increases found in both medicine and agriculture are relevant for the subcategory of biology. Books published in agriculture have risen from 78 in 1960 to 196 in 1974. Books published in medicine have gone from 520 in 1960 to 2,281 in 1974. During the same time period the average price of these same books has gone from $8.54 to $18.43. The picture for the near future is no brighter. Librarians will have to be more and more selective and clever in purchasing materials that will be used by patrons.

The aim of this paper is to explore how an international business model was successfully developed to protect the environment, specifically, how the Wild Animal Rescue Foundation (WARF) of Thailand designed its unique eco-voluntourism products.

Primary qualitative data were collected through ethnographic research, involving researcher participation and interviews, with the founder and the management team. Secondary data were also gathered through undergraduate and graduate students' experience with WARF, a television news reporter, and social media data from WARF's eco-voluntourists.

It was found that the business model of WARF evolved through trial-and-error, whereby voluntourism projects were created in collaboration with stakeholders from both public and private sectors. The success of voluntourism lies in ensuring that the experience was rewarding for all stakeholders.

WARF's voluntourism business model has high market potential to be developed cross-continents. The findings are optimistic and encouraging for managers and policy makers, particularly for countries that are endowed with natural resources. Eco-tourism and non-service green businesses also found good ideas from WARF to apply to their operations.

It is extremely challenging to offer a tourism product that could add more value to eco-volunteers who already have high levels of knowledge in ecology. The WARF case demonstrates how extensive stakeholder collaboration makes it possible to create and manage experiences that would be perceived as a rare opportunity for educational eco-tourism.

Mixing corporate social responsibility (CSR) with the zoo will likely provoke debate and discourse beyond these pages. However, this chapter intends to use the convergence of this business philosophy with this business area to address the fragile perspectives of responsibe practices in controversial industries. From “oil” to the now more politically correct terminology of “energy,” many industries are trying to reinvent themselves and their missions in light of external pressures. Leisure-related services can also be included and none more so than the modern zoos (and aquariums) that have tinkered with image from family entertainment to conservationists in action. In the sector of visitor attractions, the long-standing issue of zoos and whether it is acceptable to retain animals for the entertainment of spectators have been addressed by the zoo industry itself and by the watchdog organizations alike.

The purpose of this paper is to assess the sustainable food procurement (SFP) of members of the British and Irish Association of Zoos and Aquariums (BIAZA). It also considered the inconsistencies between their animal and human food supply chains, as well as between their procurement priorities and practices.

A quantitative, cross-sectional approach was employed, involving the use of a web-based questionnaire to gather data from 41 BIAZA members across 21 indicators of food sustainability. The results were considered within a sustainable supply chain management (SSCM) framework.

There was considerable variation amongst the issues considered by zoos during the SFP process for their animal and human food operations. For both, local expenditure, nutritional content and packaging reduction were some of the highest scoring indicators in practice and as priorities. The overall levels of SFP were found to be equal between the human and animal food supply chains. Significantly low levels of inconsistency were found between the two, practically and in terms of procurement aspirations. Within both supply chains, there was also very few significant gaps between procurement priorities and actions.

The originality of this study lies in its comparison of procurement practices and priorities for two contemporaneous but distinct food supply chains. It demonstrates that it is possible to have a high overall degree of consistency between two parallel, but contrasting, supply chains, as well as between procurement priorities and priorities. It will be of use in SSCM, particularly within values-led organisations.

Strategic management, operation management, health and safety

The authors have been developed the case to be applied for a diploma, undergraduate students and it might help the students in the postgraduate. The case is appropriate for courses in the area of strategic management, operation management and health and safety.

The learning outcomes are as follows: to understand the importance of animal disease prevention and the correct procedures for dealing with disease outbreaks in an animal facility; to reinforce the importance of adherence to strict procedures and chain of command by Life Sciences and Conservation sections in preserving the health of animals, zoo staff and visitors; to recognize the importance of disease monitoring and control in wildlife conservation; and to understand the importance of concrete experience in related positions to provide leaders like Director Mark Craig with the skills to handle such a big responsibility. Al Ain Zoo has such leaders along with a dedicated and resourceful management team that has proven capable of placing the institution among the best conservation parks in the world.

Large collections of animals of diverse species found in zoos and animal parks present a considerable challenge to facility managers in developing and implementing programs to prevent and control the spread of animal diseases. One need to only think about the nightmare consequences of an illness that could decimate a population of animals in a public setting such as a zoo and, in a worst-case scenario, spread to staff, visitors and even the public at large. Biologists have clearly shown how certain types of animals can act as reservoirs for disease viruses, for example, chimpanzees harboring the simian immunodeficiency virus that mutated to HIV or chickens and ducks spreading avian influenza virus to poultry workers and then to the public. Thus, disease control in zoos is an issue of the utmost importance, and managers and operators neglect it at their peril. The reputation and indeed the very existence of an animal park rests in the hands of a dedicated group of managers, veterinarians and technical staff, as well as zoo workers who must strictly follow procedures to prevent and contain animal-borne diseases. This case study focuses on the work of one man in a large internationally known facility to develop, implement, test and evaluate an innovative program for animal disease control. So, what would you do if you were the director of a large metropolitan zoo and your staff veterinarian came to you and said that there was an outbreak of a serious viral disease among a group of animals? Could you have prevented the disease? How will you treat the sick animals and stop the disease from spreading? Is there a risk of the zoo staff contracting the disease from handling sick animals? What about zoo visitors? These are all questions that are addressed in this new and intriguing case study focused on managing animal diseases in the setting of a zoo or wildlife park. Mark Craig, Director of Life Sciences at the Al Ain Zoo in the United Arab Emirates, has plenty to say about the planning, science and management skills necessary to insure that a large population of diverse wild animals remains healthy and thriving. The Al Ain Zoo is the largest of its kind in the Middle East, and while he has been in charge of the animal welfare program for more than six years, there have been few incidents of disease and all have been contained. What can be learned from his effective strategies and leadership skills is clearly discussed and illustrated in this unique real-world case study.

The authors have developed the case to be applied for a diploma, undergraduate students and it might help the students in the postgraduate. The case is appropriate for courses in the area of strategic management, operation management and health and safety.

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CSS 11: Strategy.

Zoos are important urban tourism attractions. The challenge for zoos is finding a balance between attracting visitors and enhancing education and conservation management. This research contributes to a greater understanding of the conservation intentions of zoo visitors and how zoos can emphasise conservation management principles sustainably. This study aims to identify the variables that encourage conservation intentions among visitors to a South African zoo.

A destination-based survey was conducted in 2019 at the Johannesburg Zoo, and 445 questionnaires were administered through convenience sampling.

Exploratory factor analyses identified visitors’ conservation awareness because of zoos (pre-conscious, conscious and unconscious), behavioural intentions (advocating and supporting), motives (engagement, edutainment and escapism) and satisfaction (interaction and facility quality, and service and interpretation quality). The behavioural intentions were the dependent variables. Advocating conservation intentions (ACI) is an active role where zoo visitors feel a strong responsibility towards conservation and encourage others to the conservation cause. Supporting conservation intentions (SCI) relates more to loyalty towards visiting the zoo and subsequently supporting conservation. Stepwise linear regression analyses revealed that enhancing ACI relies on SCI, edutainment, conscious awareness, service and interpretation quality and total spending. However, enhancing SCI relies on ACI, interaction and facility quality and the motive, escapism, while engagement revealed a negative relationship.

The results show that zoos can encourage SCI to ACI by using interactive and entertaining interpretations to teach visitors about the zoo’s mandate and the importance of conservation while balancing their need to escape.