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The purpose of this paper is to investigate the implications of the emergence of virtual research environments (VREs) and related e‐research tools for scholarly work and communications processes.

The concepts of VREs and of e‐research more generally are introduced and relevant literature is reviewed. On this basis, the authors discuss the developing role they play in research practices across a number of disciplines and how scholarly communication is beginning to evolve in response to the opportunities these new tools open up and the challenges they raise.

Virtual research environments are beginning to change the ways in which researchers go about their work and how they communicate with each other and with other stakeholders such as publishers and service providers. The changes are driven by the changing landscape of data production, curation and (re‐)use, by new scientific methods, by changes in technology supply and the increasingly interdisciplinary nature of research in many domains.

The paper is based on observations drawn from a number of projects in which the authors are investigating the uptake of advanced ICT in research. The paper describes the role of VREs as enablers of changing research practices and the ways in which they engender changes in scholarly work and communications.

Librarians and other information professionals need to be aware of how advanced ICTs are being used by researchers to change the ways they work and communicate. Through their experiences with the integration of virtual learning environments within library information services, they are well placed to inform developments that may well change scholarly communications fundamentally.

The paper contributes to emerging discussions about the likely trajectory and impact of advanced ICTs on research and their implications for those, such as librarians and other information professionals, who occupy important support roles.

Due to the complexity of digital services, companies are increasingly forced to offer their services “in permanent beta”, requiring continuous fine-tuning and updating. Complexity makes it extremely difficult to predict when and where the next service disruption will occur. The authors examine what this means for performance measurement in digital service supply chains.

The authors use a mixed-method research design that combines a longitudinal case study of a European digital TV service provider and a system dynamics simulation analysis of that service provider's digital service supply chain.

With increased levels of complexity, traditional performance measurement methods, focused on detection of software bugs before release, become fragile or futile. The authors find that monitoring the performance of the service after release, with fast mitigation when service incidents are discovered, appears to be superior. This involves organizational change when traditional methods, like quality assurance, become less important.

The performance of digital services needs to be monitored by combining automated data collection about the status of the service with data interpretation using human expertise. Investing in human expertise is equally important as investing in automated processes.

The authors draw on unique empirical data collected from a digital service provider's struggle with performance measurement of its service over a period of nine years. The authors use simulations to show the impact of complexity on staff allocation.

Digitalization and flexibility of workplaces as aspects of new ways of working are associated both positively and negatively with employees’ well-being. However, the mechanisms behind this relationship are not clear yet. We present work intensity as a link between new ways of working and psychological well-being. Furthermore, we address two job resources to alter this association: autonomy and boundary control.

Overall, 1,099 employees of a public administration organization participated in the survey and answered a web-based questionnaire. The organization was in the transition to new ways of working including the introduction of a digital filing system and remote work.

The results of regression analyses provided evidence that flexibility and dissolution of boundaries were positively related to work intensity, which in turn was associated with emotional exhaustion and work engagement. Thus, new ways of working were negatively associated with psychological well-being, mediated by work intensity. Further analyses revealed that the job resources of autonomy and boundary control moderated the relationship between flexibility respectively dissolution of boundaries with work intensity. Thus, these job resources acted as buffering factors and mitigated the association of new ways of working with work intensity.

The results indicated that work intensity could be perceived as a conceptual bridge between new ways of working and psychological well-being providing a promising target variable for the deployment of job resources to preserve employees’ well-being.

This study aims to explore how a relational brand experience can be designed using an integrated retail experience. It addresses the research gap between relational brand experience strategy, retail experience design, as well as online-offline integration, by providing applicable tools and knowledge.

Based on a literature review, a relational experience analytical framework (REAF) was developed as a diagnostic tool for relational brand experience. A case study was then conducted using the REAF to determine the relational brand experience factors, strategies in practice and related initiatives.

Three distinguishing integrated relational brand experience factors were identified (online-offline integration, overall activeness and the centre of relationships). A typology for an integrated relational brand experience was established with clarifying experiential characteristics and the required initiatives for each type. Based on the findings, a framework was proposed for an integrated brand experience design and its application in the retail experience design process.

The frameworks and strategies proposed can serve as a guide to industry professionals in designing integrated relational brand experiences.

The theoretical contributions of this study are in clarifying the relational brand experience dimensions and an integrated relational brand experience strategy typology. It also illustrates the strategic application of integrated retail experience based on a brand experience strategy using the proposed framework and the process.

This paper aims to identify and evaluate the factors which influence relationship development between franchisors and franchisees in international service franchise partnerships.

Case studies of two international hotel firms were the focus of the enquiry. Interviews and document analysis were used as the data collection techniques.

Findings demonstrate that role performance, asset specificity and cultural sensitivity influence relationship development in franchise partnerships. The influence of these factors, however, varies in different forms of franchise partnerships, namely individual and master franchises.

The findings are based on case studies in the international hotel industry and therefore may not be generalizable to other industry sectors.

Service firms should adopt a systematic organization‐wide approach to, and management of, relationship development in franchise partnerships. In particular, in the case of cross‐country partnerships, both franchisors and franchisees need to develop and exploit their inter‐cultural skills and adapt their business practices to the cultures of host and home countries where appropriate.

The paper exploits three main streams of research which could inform the antecedents of business‐to‐business relationships, namely power‐dependence, transaction cost theories and international business. It thus advances services marketing and more specifically international franchising literatures by offering a holistic theoretical perspective to our understanding of business‐to‐business relationship development.

This paper aims to identify scale purification criteria for both uni- and multidimensional reflective scales and apply these criteria to an evaluation of the methodological status quo of the hospitality literature.

Based on a literature review, the authors develop a taxonomy of statistical and judgmental criteria across scale levels, from which best practices are derived. Recent publications in leading hospitality journals are then evaluated based on these scale purification steps.

The authors uncover a lack of transparency when reporting scale purification practices. Moreover, methodological steps are often entirely omitted or insufficiently followed, especially when it comes to judgmental scale purification practices.

The authors focus on reflective scales in the hospitality discipline. Methodological traditions in other fields might lead to different results if the chosen approach was to be repeated there.

The authors provide a set of suggestions that will help researchers in hospitality and adjacent disciplines to greater consensus and consistency of application regarding the methodological steps when carrying out scale purification in reflective scales.

Application of scale purification in hospitality research has been scarce. The authors extend existing research and provide the most comprehensive study so far of present and best scale purification practices, using both statistical and judgmental criteria.

The purpose of this paper is to focus on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters.

Following a literature review of complaint satisfaction and the role of customer contact employees in complaint encounters, an exploratory study using both the laddering interviewing technique and Kano questionnaires is presented.

The laddering results indicate that being taken seriously in the complaint encounter and the employee's friendliness, listening skills and competence are particularly important. The fact that interpersonal factors are highly regarded indicates that customers want to satisfy these process needs first and their outcome expectations second. The Kano results show that employees' active listening skills are the only must‐be requirements while the two concepts “Apology” and “Respectful Treatment” are close to being must‐be criteria. In addition, the employee's feedback after the complaint handling encounter can almost be categorized as an excitement factor.

Owing to the exploratory nature of the study and the scope and size of the chosen sample, the results outlined are tentative in nature.

By combing two research methods, this paper develops an area of research that could reap considerable benefits for researchers interested in the area of customer complaint satisfaction.

This paper aims to explore satisfactory and dissatisfactory student‐professor encounters in higher education from a student's perspective. The critical incident technique (CIT) is used to categorise positive and negative student‐professor interactions and to reveal quality dimensions of professors.

An exploratory study using an online application of the well‐established CIT method was conducted. The study took place at a large European university. A total of 96 students took part in the study on a voluntary basis and reported 164 incidents. Respondents were aged between 19 and 24 years (x=23.2) and slightly more female students (52 per cent) filled in the online CIT questionnaire than male students (48 per cent). On average, every student provided 1.7 incidents.

The results of the critical incident sorting process support previous classification systems that used three major groups to thoroughly represent the domain of (un)satisfactory student‐professor encounters. The results of the CIT study also revealed ten quality dimensions of professors, corroborating previous research in this area.

Owing to the exploratory nature of the study and the scope and size of its student sample, the results outlined are tentative in nature. The research study also only investigates the experiences of one stakeholder group.

Gaining knowledge of students' classroom experiences should be beneficial for professors to design their teaching programmes. Based on the results, universities might consider the introduction of student contracts or student satisfaction guarantees to manage student expectations effectively.

The paper was the first to successfully apply an online version of the CIT techniques to the issue of higher education services. This paper shows that the CIT method is a useful tool for exploring student‐professor encounters in higher education. The paper has hopefully opened up an area of research and methodology that could reap considerable further benefits for researchers interested in this area.

The purpose of the study is to investigate the role of service convenience in the relationship between organizational characteristics (such as brand equity, store ambiance, store layout, customer information and employee responsiveness) on customer engagement behaviors (CEBs), including service improvement, customer cooperation, positive word-of-mouth and customer helping customers. It examines two research models, with service convenience as a separate antecedent of CEBs (model A) and as a mediating variable between organizational characteristics and CEBs (model B).

Using a positivist paradigm, data were collected from 384 respondents representing the existing customers of grocery retailers based in India via a survey instrument. Data were analyzed using partial least squares (PLS) path modeling.

Results demonstrate service convenience as a motivational driver of CEBs. Results also show that the organizational characteristics significantly influence service convenience which in turn impacts CEBs.

The findings have important implications for store managers in effective management of customers' time and effort in terms of saving customers' time and effort as well as motivating customers to elicit their engagement behaviors.

The originality of this paper lies in identifying the impact of organizational characteristics in helping customers to save time and effort in their shopping activities and thereby elicit various types of CEBs. The paper also adds to knowledge by examining the role of service convenience in the nexus between organizational characteristics and CEB types.