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The purpose of this paper is to ascertain the extent to which knowledge management (KM), customer satisfaction (CS) and organizational image (OI) discriminate quality-certified municipalities from non-certified ones (ISO 9001).

An empirical study was carried out involving 81 Portuguese municipalities (40 certified, 41 non-certified), paired in a random sampling procedure. The Knowledge Management Questionnaire (n=1,372 municipality employees), the Customer Satisfaction Questionnaire and the Organizational Image Questionnaire (n=3,096 residents) were applied. Multiple discriminant analysis was performed.

The results indicate that certified and non-certified municipalities are distinct based on a function that considers KM (competitive orientation and formal KM practices), CS (intangible and tangible factors) and OI (favorable image).

The findings need further validation in other countries. However, the results highlight the importance of quality certification for both employees and residents.

The results encourage local public administration organizations to introduce and maintain quality certification.

This research is the only one, to the authors’ knowledge, that simultaneously explores organizational processes of KM, CS and OI in local public administration. The sampling procedure and the information from diverse data sources are unique contributions. The conclusions may aid practitioners and scholars in understanding these organizational phenomena in the context of quality-certified and quality non-certified municipalities.

Closing the loop at the end of products' useful life is earning increased attention from industry and academia. The recent or upcoming enactment of regulations regarding the management of end‐of‐life products is forcing manufacturers to consider strategies to increase the residual value of the products they make. Facilitating the residual value extraction process for end‐of‐life products is a challenging issue deserving investigation. This paper proposes to investigate this issue.

This paper analyzes empirical evidence from a sample of 205 environmentally responsive SMEs operating in the fabricated metal products and electric/electronic products industries. A coherent research model is developed which classifies the closed‐loop supply chain (CLSC) activities along two dimensions, the forward and reverse supply chains.

This first proposed taxonomy has been shown to be relevant for both sectors. The results also demonstrate that firms' abilities to implement CLSC environmental initiatives vary in their intensity and in their locus along the product value chain. Furthermore, benefits derived from these initiatives seem to vary according to the strategy favored by the firms.

This research is valuable for those firms interested in implementing CLSC strategies in a synergistic manner with their forward supply chain.

Design thinking has become something of a buzz word in innovation discussions and has recently also invested occupied education spaces. In this chapter we briefly compare design thinking to problem-based learning (PBL) and enquiry-based learning (EBL) approaches to problem solving in education before focusing on the approach itself and current debates about its meaning and significance. This chapter focuses particular attention on the problem finding aspect of design thinking and its integration of creative methods for solving a range of tame to wicked problems in a variety of spaces. We ground our analysis in three environments of design thinking and five specific cases of application across education sectors from primary through to university. The examples focus on the generative potential of design thinking for all students and especially those from non-design disciplines. It is this capacity of design thinking to complement existing pedagogies and provide inspiration for change and innovation that is the strength of the model.

The purpose of the article is to present the results of a critical literature review (CLR) on Design of experiments (DoE) in the service industry.

A critical review of existing literature review across various databases including Scopus, Web of Science, Google Scholar and Emerald Insight were searched for the identification of relevant papers. The authors searched relevant journal articles for a time period of 25 years (1994–2019).

A total of 29 industry case studies of DoE applications were identified spanning healthcare, retail, logistics, education, marketing, after sales and catering business. The industrial experimentation strategies adopted by the case study organisations were screening, factorial designs, Taguchi, response surface method and split-plot. It was apparent that there are only a handful number of papers showing the applications of DoE across the service sector and this motivates for pursuing further research into this topic by the authors.

The findings of the study can be very useful for middle and senior managers to understand the benefits of implementing this powerful technique for increased understanding of service processes, as well as for optimising service performance. Moreover, the paper presents some of the fundamental challenges, as well as skills needed for the successful application of DoE.

To the best of our knowledge, this is the first CLR on DoE and its applications in the service sector. The findings of the study can be beneficial to both academic and industrial communities to understand some of the challenges and fundamental gaps which need to be tackled in the future.

This paper aims to explore how making tabletop board games elicited adolescents’ design thinking during their participation in a summer game design camp at their local library.

This study leverages qualitative approaches to coding transcripts of participants’ talk. This study uses the design thinking framework from the Hasso-Plattner Institute of Design at Stanford University as provisional codes to identify and make sense of participants’ verbalized design activity.

This study found that the making context of designing tabletop board games elicited a high frequency of design talk in participants, evidenced by both quantitative and qualitative reports of the data. Additionally, participants in large measure obviated constraints on their design activity imposed by linear conceptions of the design thinking model this study introduces, instead of moving fluidly across design modes. Finally, participants’ prior experiences in both life and in regard to games significantly influenced their design study.

This study highlights the unique affordances of making-centric approaches to designing tabletop games in particular, such as participants’ quick and sustained engagement in the study of design. This study also highlights the need for conceptions of design thinking specific to designing games.

This chapter takes up the discourse on marginalisation and ‘othering’ surrounding information and communication among the African diaspora in Norway during the 2020 COVID-19 lockdown. Following the Norwegian Health Directorate (FHI)’s (2020, 2021) concerns about the statistically higher number of infections among immigrant groups, the chapter unpacks the dynamics surrounding this group’s information access and use during lockdown. The chapter explores ‘public institution’ informational initiatives targeting immigrants at local levels and experiences of individual immigrants outside the public institution. Theories on media representation, otherness and trans-national communication were harnessed to analyse data generated qualitatively. While individual experiences were fragmented and diverse, ‘otherness’ and disadvantage on the basis of socio-cultural, economic and political marginality emerged with nuances depending on stratified contexts such as age, educational, nationality, religion. Public institutional efforts were experienced as necessary and valuable but insufficient in fully combating fear, uncertainty and confusion among the immigrants. These, mainly top-down interpretations of national and local directives and statistics, were thus supplemented with alternative and contra sources of information to feed fragmented immigrant informational needs.

This concluding chapter examines the footprint of coopetition within the tourism domain, drawing upon existing literature to present a comprehensive overview of its evolution to date. To achieve this, the authors conducted a literature review of 94 articles published on coopetition in tourism and hospitality, sourced from esteemed databases such as Scopus and Web of Science. Each article was meticulously categorised based on its thematic focus, geographical scope and the sample of respondents employed to elucidate the dynamics of coopetition. The findings underscore the concerted efforts of researchers to delineate the contours of coopetition within the tourism and hospitality sectors. Through diverse lenses and methodologies, these studies collectively contribute to the burgeoning discourse surrounding coopetition, illuminating its multifaceted implications and applications in different contexts. This chapter presents a systematic analysis that serves as a testament to the growing momentum behind the coopetition paradigm in tourism. It shows how researchers on coopetition are paving the road towards the coopetition paradigm in tourism and hospitality.

The purpose of this paper is to examine and discuss the responses and strategies firms use in relation to their supply base when dealing with current trends in the business landscape, and the different options that they have.

The paper draws on case study research of a company within the international health care sector to illustrate the relationship between trends, supply base characteristics and supply base strategies.

The paper presents a framework for a systematic approach that companies can use to develop supply base strategies. The framework illustrates that developing supply base strategies is a dynamic process that not only involves individual actions by the buying company, but also requires close interaction with suppliers.

Previous literature has not specified how different trends affect a company’s supply base in terms of increased complexity and (inter)dependence, and which supply base strategies companies use and the options that they have. The research presented here contributes to fill this void.

The purpose of this paper is to examine challenges and potential of big data in heterogeneous business networks and relate these to an implemented logistics solution.

The paper establishes an overview of challenges and opportunities of current significance in the area of big data, specifically in the context of transparency and processes in heterogeneous enterprise networks. Within this context, the paper presents how existing components and purpose-driven research were combined for a solution implemented in a nationwide network for less-than-truckload consignments.

Aside from providing an extended overview of today’s big data situation, the findings have shown that technical means and methods available today can comprise a feasible process transparency solution in a large heterogeneous network where legacy practices, reporting lags and incomplete data exist, yet processes are sensitive to inadequate policy changes.

The means introduced in the paper were found to be of utility value in improving process efficiency, transparency and planning in logistics networks. The particular system design choices in the presented solution allow an incremental introduction or evolution of resource handling practices, incorporating existing fragmentary, unstructured or tacit knowledge of experienced personnel into the theoretically founded overall concept.

The paper extends previous high-level view on the potential of big data, and presents new applied research and development results in a logistics application.