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Offers the authors′ predictions of how TQM will develop in the near future: states that an increased number of quality key figures will be presented at board meetings; predicts an increase in public access to comparisons of company quality; believes there will be a rise in numbers of ISO 9000 certified companies in the service and public sectors; contends that quality will become integrated into management systems, including reward schemes and employee evaluation appraisals.

Describes symptoms of a TQM process not working. From eight years experience working with TQM in the service industries, an 11‐point plan has been devised for sustaining the TQM process after the first 12 months

Definitions of quality are contradictory and often misunderstood. Rather than rely on gurus or consultants, practitioners should remember the aim of quality: to produce good products, services and good management. By implementing new ways of managing, organizations can achieve the desired results. Reliance on methodologies will not.

Understanding the customer has been the focus of attention of businesses and academia for many decades. Starting in 1960s, complex buyer behavior models developed by Nicosia, by Howard and Sheth (1969), were followed by Engel, Blackwell and Miniard in 1978 (Engel, Blackwell, & Miniard, 1990) to understand the buying process, shaping the thoughts today about consumers’ experiences in an omnichannel world. Interest in customer perceptions and expectations (Parasuraman, Berry, & Zeithaml, 1991), SERVQUAL (Parasuraman, Zeithaml, & Leonard, 1985) and SERVPERV (Cronin & Taylor, 1994) moved the academia to discuss the relationship marketing (Morgan & Hunt, 1994; Parvatiyar & Sheth, 1999; Peterson, 1995; Sheth & Parvatiyar, 1995). Wilson’s model (1995) of buyer–seller relationships extended the former models with additional concepts like social bonds, comparison level of alternatives, power roles, technology, structural bonds and cooperation as influencers on relationship development stages. His emphasis reflects a high relevancy in the omnichannel world of customers’ interactions today. Winer (2001), a pioneer to discuss the customer relationship management focused on a database to know about customers’ purchase history and interests. The millennium look at customer lifetime value is again relationship focused. For Fader, Hardie, and Lee (2005) rather the long-term focus of the consumer value and actions are important to understand the loyalty and nonlinear nature of relations. While Reinartz and Kumar (2003) focused on profitable customer lifetime and customer heterogeneity, Verhoef (2003) analyzed the impact of customers’ relationship perceptions and relationship marketing instruments on both customer retention and customer share development. The customer-centric thinking was first discussed by Grönroos (2006) within a new definition of marketing. The service dominant logic (Vargo & Lusch, 2008) resulted in the next highlight, the co-creation of value with customer involvement and customer advisory (Güngör, 2012; Güngör & Bilgin, 2011; Messner, 2007) empowering the customers and giving them the control over the supplier networks. Different factors will be influential at different stages of the buying process of customer clusters. The Web- and non-Web-based customer-centric measures can be multifold. Andersson, Movin, Mähring, Teigland, and Wennberg (2018) and Bank (2018) emphasize the importance of technology readiness focus throughout the customer–supplier journey. The question to be answered is, to which extent the empowered customers and the suppliers of this age are ready to adopt, embrace and finally use new technologies in the omnichannel world of holistic interactions that form new visions, expectations, values and desires in a tremendous speed. Ideas and experiences are shared and exchanged in online communities without the need of the involvement of the suppliers. This “holistic view” challenges firms further through the seamlessness it requires to create unity. Customer-centric research needs a new push for the development of instruments and measures to cope with the consumer decision process challenges. Process thinking is needed to capture the purchasing habits in an omnichannel world and to build a new thought for customer journey experience with the aim to understand technology-linked value propositions of customer clusters to optimize channel interactions. Customer journeys have to focus and describe the online/offline experiences at the hybrid shopping mile, trace the behavioral influential factors of the customers’ and sellers’ world in a technological environment. This chapter will discuss “Technology based Orbit Interactions” for “The Hybrid Shopping Mile and its Customer Journey Mapping” with a “Customer Intelligence Framework.” The outcome of the hybrid customer journey mapping gives orientation for customer-management decisions in developing new approaches.

Cassava production surged noticeably in Southeastern Africa beginning in the 1990s. The purpose of this paper is to examine the commercial responses and food security consequences of cassava production growth in the region.

The paper incorporates a mix of quantitative analysis, based primarily on original analysis of national farm household survey data, together with key informant interviews with value chain participants in the three neighboring countries of Malawi, Mozambique and Zambia.

In the cassava production zones, cassava's high productivity translates into per kilogram carbohydrate costs 60 per cent to 70 per cent of the cost of cereals such as maize and wheat, thereby opening up a range of profitable opportunities for commercialization of cassava‐based foods, feeds and industrial products. Despite this potential, cassava commercialization in Southeastern Africa remains in its formative stages, with only 10 per cent to 30 per cent of production currently marketed. Unlike West Africa, where cassava commercialization has centered on marketing prepared cassava‐based convenience foods, the emerging cassava markets in Southeastern Africa have centered on fresh cassava, low value‐added cassava flour, and experiments in industrial processing of cassava‐based starches, biofuels and feeds. Strategic investment in a set of key public goods (breeding, training in food sciences and food safety, and research on in‐ground cassava storage) can help to shape this transition in ways that benefit both commercial interests and the food security of vulnerable households.

The paper compares cassava commercialization across differing agro‐climatic zones, policy environments and food staple zones.

The aim of this paper is to examine whether Swedish employers implicitly/automatically hold negative attitudes toward Arab‐Muslims, an ethnic minority group subjected to substantial labor market discrimination in Sweden and, more specifically, associate members of this minority group with lower work productivity, as compared with native Swedes.

Adapted versions of the Implicit Association Test (IAT; Greenwald et al., 1998) designed to measure implicit attitudes and productivity stereotypes toward Arab‐Muslims were used. Corresponding explicit measures were administered.

The results clearly show that employers have stronger negative implicit attitudes toward Arab‐Muslims relative to native Swedes as well as implicitly perceiving Arab‐Muslims to be less productive than native Swedes. Notably, the explicit measures reveal much weaker negative associations.

Since Arab‐Muslims are automatically perceived as being less productive, the present findings suggest that negative implicit productivity stereotypes could have significant effects on labor market outcomes, such as when employers make hiring decisions. Given that many hiring decisions are presumably based on “gut‐feelings”, implicit attitudes and stereotypes, more so than their explicit counterparts, may exert a substantial impact on how employers contemplate and make decisions regarding human resources.

Whereas traditional research has focused on self‐conscious, explicit work‐related attitudes toward various ethnic minority groups, the study offers a novel approach to understanding work‐related prejudice.

Prior research has proposed a number of scales measuring the customer experience (CX), which tend to conceptualize and operationalize CX differently, raising potential confusion among researchers (e.g. regarding which scale to use). Addressing this issue, this article conducts a systematic review to inventorize key CX scales and assess their theoretical rigor, with a focus on the identification of potential scale-related drawbacks or risks.

Drawing on the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) approach, 104 CX scale development studies published between 1996 and 2024 are identified and analyzed in terms of their respective CX conceptualization, dimensionality, itemization, and adopted theoretical perspective to evaluate their theoretical rigor.

The findings reveal the existence of five main risks associated with the adoption of specific CX or related scales, including (1) defining experience with explicit reference to other extant constructs, (2) failure to accurately and comprehensively capture the experience, (3) experience-based tautology and theoretical indeterminacy, (4) experience-based composite constructs, and (5) lacking robustness of experience-based conceptual models. Based on these observations, recommendations are offered for scholars to improve the rigor of their adopted, refined, or proposed CX or related scales.

This article assesses the benefits and potential risks inherent in the adoption of particular CX scales, equipping researchers with a CX roadmap.

The purpose of this paper is to provide a discussion on the concept of complementarity and to show how it can work in a concrete document analysis.

Starting out with the question of whether it is correct to refer to Bohr's principle of complementarity in the field of document analysis, the paper discusses literature written on the subject, before it uses an example to show that it would be more accurate to view complementarity as a relationship between parts that form a whole, thereby not mutually exclusive.

The paper finds that the various approaches are not necessarily mutually exclusive. They could be investigated either parallel to one another or nearly simultaneously, even though synchronous observation is not possible. The extent to which a complementary document analysis with an equal weighting of all aspects is actually feasible remains an open question.

The principle of complementarity is rather new in document analysis. The concept introduced by Niels W. Lund is discussed here for the first time.

The Physical Internet (PI) is an emerging concept that applies the Digital Internet as a design metaphor for the development of sustainable, interoperable and collaborative freight transport. With the aim of aiding researchers and policy makers in their future efforts to develop efficient logistics systems, the purpose of this paper is to present a review of the existing literature on the PI, to critically discuss the concept and to outline a research agenda.

The literature review investigates scientific papers, project reports, specifications and other publications related to PI. In total, 46 publications were finally analyzed. The approach used in this paper is technology adoption by firms. The authors examine the PI based on four factors: organizational readiness (technological blueprints), external pressure (promised effects), perceived benefits (business model) and adoption.

A growing number of strategies, blueprints and specifications have been developed for PI, yet there are no currently developed models that illustrate how the move from the entrenched logistics business models to the PI could ensue. There is a lack of understanding of the business models needed that can involve critical actors and promote the adoption of the PI concept.

While using the internet as a metaphor for reimagining physical transports is certainly exciting, this review and analysis suggest that several research questions need to be addressed before further PI blueprint work is carried out.

The “grand challenge” of sustainability in logistics needs to be addressed and improved, but the authors’ analysis suggests that, to some extent, it is uncertain how the PI will contribute to improving sustainability, and why logistics service providers should engage in PI. Policy makers and practitioners are provided with critical issues to consider in the practical development and adoption of the concept.

This paper provides an outsider and technology-adoption perspective of PI research, as well as important implications for policy makers and researchers.

Leadership in higher education has become of increasing importance as the size of the enterprise has grown, and this has naturally led to a growing research interest in the topic. Using systematic review methods, this chapter interrogates and synthesises the research literature on leadership in higher education in terms of its meanings, application and practice, and the issues and critiques raised. It concludes that research into leadership in higher education has been both extensive and global in nature, identifying a variety of understandings, practices and approaches adopted, and the continuing dominance of white men in senior leadership positions. There is clearly scope for more research on this topic, which could both emphasise different issues and give greater recognition to the particular nature of higher education and higher education institutions.