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Provides a framework for employers to follow to ensure successful orientation of employees into new positions. Emphasizes the need for planning, discusses effective implementation and argues the need for evaluation throughout the procedure and beyond – not just at the end. Suggests the feedback covers ability to perform, potential, problems and perceptions of others.

The purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.

This research used the design science research methodology, which enabled the creation of the Service Design for Organisational Change (SD4OCh) methodology. A real case study of a small service company specialised in neuropsychological disorders was used for the definition and validation of SD4OCh.

The main outcome of this study is the SD4OCh methodology, which is based on three key stages: diagnosis (knowing where to begin by detecting the organisation's strengths and weaknesses), innovation (improving the structure/processes and designing/redesigning services by employing a customer-centric approach), and implementation (enabling the definition of the route towards organisational change). There is also a transversal evaluation stage, which quantifies the organisational changes.

This study adds valuable knowledge to the service science research field and contributes to the awareness of the usefulness of SD theory within companies, especially those which are small and medium-sized, since those companies lack the tools and methods required to tackle organisational change, signifying that the challenges the companies confront are different to those of larger companies.

Although this is a SD-based research, the SD4OCh methodology was developed in order to enable companies to make holistic changes, namely, to innovate their services, structure, and processes, thus supporting and guiding organisational change.

The objective of this research conducted in the city of Cuenca is to elaborate on the management platform model of the smart tourist destination (STD). The chapter provides the components to develop such a system as a pilot plan. To maximize the impact of the proposed approach and enhance the decision-making capacities of local actors, the metrics that the Inter-American Development Bank (IDB) developed for the so-called intermediate cities in the study “Cuenca Sustainable City” are used. The platform (www.smarturcuenca.com) considers the transcendence of the current reality of the tourism sector, which is open to multidisciplinary work with other sectors to promote the rational use of cultural and natural resources through the Internet of Things (IoT).

The increasing financial burden and complexity of health-care services, exacerbated by factors such as an ageing population and the rise of chronic conditions, necessitate comprehensive and integrated care approaches. While co-created service design has proven valuable in transforming some service industries, its application to the health-care industry is not well understood. This study aims to examine how health consumers are involved in health-care service co-creation.

The study searched 11 electronic databases for peer-reviewed articles published between 2010 and 2019. Additionally, hand searches of reference lists from included studies, Google^© citation searches and searches for grey literature were conducted. The Whittemore and Knafl integrative framework guided the systematic review, and Callahan’s 6 Ws framework was used to extract data from the included articles, facilitating comparisons.

The authors identified 21 articles, mainly from the UK, North America and Australia. Despite the need for more research, findings reveal limited and geographically narrow empirical studies with restricted theory and method applications. From these findings, the authors constructed a conceptual model to enhance nuanced understanding.

This study offers four contributions. First, it introduces the Health Service Design Transformation Model for Comprehensive Consumer Co-Creation, illustrating health consumers’ multifaceted roles in shaping services. Second, consumer vulnerabilities in co-creating services are identified, linked to diverse consumer groups, power dynamics and decision complexity. Third, this study suggests broadening participant inclusion may enhance consumer-centricity, inclusivity and innovation in service design. Finally, the research agenda explores consumer experiences, organizational dynamics, value outcomes and co-creation theory for health-care service advancement.

Many European businesses are small and medium enterprises (SMEs), contributing significantly to the well-being of local economies and regions. Even so, SMEs face many challenges in fostering innovation and improving performance. Furthermore, the raw material consumption is increasing globally, necessitating the development of strategies that will reduce the number of raw materials extracted and imported while improving the sustainability of small and medium-sized businesses. Consequently, promoting circular economy (CE) strategies, such as industrial symbiosis (IS) partnerships, whereby waste products from other industries serve as a source of raw materials for companies, is critical. Identifying and analysing enablers or drivers that support IS collaborations among SMEs is necessary to achieve this goal. In this regard, the purpose of this study will explore the enablers of IS among SMEs considering sustainability dimensions (environmental, social and economic). As facing a decision-making (DM) problem, the multiple attribute decision-making (MADM) approach was applied in a hesitant fuzzy (HF) environment in this research to answer the research questions. In this regard, in phase 1, IS enablers were identified and extracted using a literature review and experts’ opinions. In phase 2, the hesitant fuzzy Delphi (HFD) method was implemented to screen and finalise the enablers identified. In phase 3, casual relations among final enablers were determined using the hesitant fuzzy ANP (HF-ANP) method. Finally, in phase 4, the relative importance of enablers was calculated using the hesitant fuzzy best–worst method (HF-BWM). Consequently, this study provided potential strategies for IS that can be implemented quickly and used by local authorities to support SMEs in achieving circular waste management.

This paper offers a framework based on the key principles of the complexity paradigm proposed by Edgar Morin to review what can be considered the dominant approach towards knowledge management, i.e. the intellectual capital construct. The purpose of this paper is to identify epistemological weaknesses to offer insights for the improvement of the theory and practice on knowledge management.

Based on the complexity paradigm and its dialogic and recursive principles, a framework to understand knowledge is offered comprising three interrelated requirements, each of which is based on a pair of opposites, arguably critical for the conceptualisation of a complex knowledge: order and disorder, whole and parts, and non‐logical and logical modes of thinking. This tool is applied to reviewing the epistemological assumptions under the intellectual capital approach, in order to find insights for further research on knowledge management. The task has an interpretative character and is carried out highlighting central aspects of the intellectual capital construct.

As a result it is possible to point out that the intellectual capital approach does not fulfill the complexity requirements, since it only recognises at the level of human beings their objective and functional aspects of knowledge, given by qualifications and other features that can be measured on the one hand, and driven a priori by a functional strategy, on the other. It ignores, in consequence, the more unstructured and disordered aspect of knowledge which, from a complexity perspective, is constitutive for the creation of innovative ideas.

The study is fully centered on intellectual capital literature. A complementary review of other less used expressions of knowledge management such as the construct of “communities of practice”, applying the same diagnostic tool, could enrich the conclusions and theoretical proposals.

A framework for the detection of epistemological biases is offered and used in this paper to study the intellectual capital construct, which could be also applied for other knowledge‐based settings. For business managers and consultants dealing with knowledge management, this paper can also give some insights for the improvement of their organisational interventions.

A novel approach, the complexity paradigm, is proposed as the epistemological standpoint to improve theory and practice on knowledge management.

Communicating the national values of artists and the role of product benefits as symbols of national values, infuse iconic national brands. This paper aims to validate a conceptual framework that offers empirical insights for cultural identity that drives brand management.

Case studies and cross-cultural focus group research establish the present study’s conceptual framework for cultural branding.

Brand awareness of a perfume named after a Cuban dancer and a spirit named for a Chilean poet, reflect authentic emblems of national identity. Informants’ behavior confirms the study’s model of icon myth transfer effect as a heuristic for cultural branding with clear, detailed and unprompted references to the myths and brands behind these heroines.

The study’s ethnography shows how artists reflect myth and folklore in iconic brands. Future research should assess whether the icon myth transfer effect as a heuristic for cultural branding occurs with cultural icons beyond the arts and transcends national boundaries.

The study challenges conventional branding, where the brand is the myth, and the myth reflects the myth market. The authors show how the myth connects to a national identity yet exists independently of the brand. The branding strategy ties the brand to the existing myth, an alternative route for cultural branding mediated by the icon myth transfer effect.

These two Latin American brands provide a much-needed connection among the branding literatures and images surrounding gender and nationalism in lesser-known markets.

Most research explores iconic myths, brands and folklore in one country. This study extends cultural branding through social history and by testing a conceptual model that establishes how myths embody nation-specific values. Iconic myths are a heuristic for understanding and describing brands, revealing an unexamined path for cultural branding.

Notwithstanding a significant amount of literature on the technology acceptance model (TAM), past research has overlooked the role consumers' technology readiness (TR) plays in adoption of self‐service technologies (SSTs). This study aims to fill this research gap by developing and testing a model that integrates the role of TR into the TAM.

The study proposes a research framework to suggest the direct and moderating roles of TR in the TAM. Extant research from various research streams is reviewed, resulting in 13 hypotheses. Data collected from customers with SST experiences are examined through structural equation modeling (SEM) and hierarchical moderated regression analysis.

Results indicate that customer TR enhances perceived usefulness, perceived ease of use, attitude toward use, and intention to use. Results also show that TR attenuates the positive relationship between perceived ease of use and attitude toward using SSTs.

This research represents an early attempt to explain the role of TR in the TAM in the context of SSTs. Future research directions are discussed, with emphasis on incorporating customer differences and situational factors to better understand this model in various service settings.

Findings show that TR influences perceived usefulness, perceived ease of use, attitude toward using SSTs, and behavioral intentions. Therefore, to achieve better SST service outcomes firms implementing SSTs should give increased attention to customer TR. Firms should stimulate the use of technological services by strengthening positive TR drivers (the optimism and innovativeness dimensions) to encourage use of technological services and positive attitudes toward technology, while also reducing TR inhibitors (the discomfort and insecurity dimensions) to lower reluctance to use technology.

This study is the first to integrate the role of TR into the TAM in the context of SSTs.

This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities.

To analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way.

This article maps the CX literature by describing its intellectual structure in terms of three research domains (customer, organizational and technological), their corresponding most relevant research themes and topics. Moreover, this study develops a conceptual framework and research propositions to summarize and integrate the CX literature. This work recognizes technology as an important driver for the development of CX research. Lastly, this article provides future research opportunities for moving the field forward, considering an integrative view among domains.

This paper complements other reviews on CX by using a novel methodological approach (co-keyword and thematic analysis) that enables the identification and visualization of the CX intellectual structure. In addition, the study explores the increasing connection between technology and CX research, by raising evidence that technology, by continuously modifying services and consequently CX, has become a transversal component in the research field. These outcomes may be useful for academics and practitioners.