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The learning outcomes are as follows: develop an understanding of challenges faced by organizations regarding strategic planning; examine the strategies formulated by organizations that can enable wider adoption of a service offering; analyse service quality gaps that will provide new insights; and evaluate the strategic choices that would impact the growth of the organization.

Peter Bushwash International (PBI) was an organization that managed 60 tennis centres in 25 countries. With a staff of 100 tennis coaches worldwide, over 3 million students participated in PBI’s tennis programs. Cesar Morales was appointed the Technical Director on a two-year contract for the PBI’s new tennis centre in Bangalore (India). Morales had to decide if a decentralized strategy (hub-and-spoke model) would create broader growth for the PBI tennis program instead of operating as a premium hub with fewer students.

The case was written for organizational strategy, marketing and service quality courses for undergraduate business students (BBA).

Teaching notes are available for educators only.

CSS 7: Management Science.

Disruptive behavioural disorders (DBD) of children are a major concern for teachers while engaging in the classroom. Correspondingly, primary school teachers should be well-equipped to manage child learners with DBD. This study explored what factors influence primary school teachers' access, utilisation and appraisal of vital health information for managing students with DBD.

The data used in the current paper was collected through in-depth interviews with teachers working in public lower primary schools in central Kerala, India. The refined data was then analysed thematically.

Four focal themes emerged from the input data: bridging social capital, classroom strategies, trained incapacity and role strain. The study found that the charismatic authority of teachers influences child learners with behavioural disorders only in the short term. Additionally, the study asserts that in-service teacher training programmes often overlook the behavioural and social components of health.

This study significantly advances our understanding of how the social embeddedness of health literacy among teachers influences their management of child learners with behaviour disorders. Specifically, it unravels the unique ways teachers utilise social networks to access health information (how), identifies the effective strategies they employ (what) and elucidates the underlying reasons for these strategies (why). The merit of this study lies in its comprehensive analysis of the interplay between social structures, social networks and health literacy, providing novel insights into practices followed by teachers in managing child learners with DBD.

This paper aims to determine the implications of Covid-19 on the livelihood of marine fishermen. It gives a concrete picture of how vulnerable communities like marine fishermen are affected due to the lockdown policies. The paper examines these communities' present status and the extent of vulnerability during the post-Covid period.

The study uses an exploratory research design to find the solution to the research problem. 298 samples were collected and analysed within a sustainable livelihood theoretical framework. The scope of the study is limited to marine fishermen in Kerala, residing in six districts out of the nine coastal districts. The impact of the lockdown on income was analysed using paired t-test and results linked with the theory.

The study has done an empirical analysis for three periods: before lockdown, lockdown and after lockdown, to identify the impact of lockdown on marine fishermen. The study's significant findings are that these fishermen's livelihood is at risk during the post-lockdown period, and many families are moving into a “debt-trap”.

Policymakers can develop appropriate policy strategies to enhance the livelihood assets of vulnerable communities to include them in a sustainable framework.

Only a few studies are highlighting the impact of Covid-19 on vulnerable communities in India. The effects of climate change on the marine ecosystem are already endangering marine fisher folks' livelihoods. In this light, it is vital to study the extent of the impact of income shock on the livelihood assets of marine fishermen due to the lockdown policy implemented in the State to prevent the spread of Covid-19.

The peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-03-2023-0192

The purpose of this paper is to investigate the effects of creator credibility and backer endorsement on the levels of donation to crowdfunding campaigns in a focal muslim community and to determine the success factors of projects in developing and developed countries.

This research adopts a quantitative approach, utilizing 223 crowdfunding projects from LaunchGood to examine the expected connections. The crowdfunding projects in the distinctive data set (Ramadan) are similar, permitting exploration of the role of creator credibility and backer endorsement in a unique context of religious-based crowdfunding activity.

Creators’ credibility and backers’ endorsements are decisive factors in crowdfunding success. Results from an additional test related to location (developing and developed countries) suggest that creators’ credibility is more important than backers’ endorsements, especially in developing countries.

The projects used in the data set are homogenous and take place in a specific context. The limited number of available observations influences the testing function and capacity of the models and variables. Further, the investigation is related to a specific community, so might not be applicable to all communities.

Potential supporters from the community are vital for the success of crowdfunding projects. This study informs campaign efforts in a religious community by stressing the importance of creators’ credibility and backers’ endorsements. The study also sheds light on factors that affect crowdfunding success in developing and developed countries.

This study helps to explain successful crowdfunding practices in donation-based crowdfunding projects within a religious community context. Results improve scholars’ ability to comprehend individuals’ supporting behavior, providing empirical evidence of creators’ credibility and backers’ endorsement on project success. The study also addresses the determinants of crowdfunding success in developing and developed countries.

GE Healthcare was on a continuous lookout for investing into new and innovative super value products for the Bottom of the Pyramid markets in India. After launching its first successful super value ECG machine Mac 400, GE had recently launched its twenty-fifth super value product a PET CT machine. Serving the BOP markets has its own unique challenges that may be different for each product that is placed in the market. However, GE has so far successfully sailed through all the challenges and developed a steep learning curve about BOP markets. However, it is now facing the challenge of ensuring sustainability of product pipeline. The company is also keen to exploit the opportunities for reverse innovation that super value products have provided. The company also wants to assess the disruptive impact of these products in domestic medical device markets as well as markets outside India.

Moral hazard and adverse selection often exist in asymmetric information environment. In this paper, quality investment decision problem is studied under moral hazard. A basic model for quality investment level decision is developed with the supplier as a principal and the buyer as an agent. And then we regard the supplier and the buyer’s rational limitations to set up a model when the buyer’s quality evaluation and processing activities are hidden. The model is optimized and the results under different backgrounds are discussed and compared. Results show that the buyer’s quality evaluation level and processing level are mostly influenced by the supplier’s quality assurance payment. Both the supplier and the buyer choose different quality investment levels under moral hazard because of the supplier’s payment to the buyer in case of internal failure and external failure.

This chapter will provide an overview of the lived experience and peer support context and draws on the origins of peer work in mental health arenas. The recovery movement will be discussed and peer support will be put in context as an alternative/adjunct/complimentary role to the predominant biomedical model. What is the role of peer support in mental health settings? What is it that a peer does on a day-to-day basis? What are the principles and practices that a person with lived experiences engages in to operationalise peer support? What are the outcomes associated with peer support working and what does peer work look like when it works well? What type of settings does the peer work in and what teams are they a part of? This chapter explores some of the challenges peers face when integrating into teams and organisations. The dominance of the biomedical model will be discussed and how this can potentially impact on the peer's role in these settings.

The study has a two-fold purpose: first, to identify the enablers of partnering agility in higher education, and, second, to analyze the interplay between the enablers.

Total interpretive structural modelling (TISM) was used to construct a theoretical model of partnering agility enablers, and cross-impact matrix multiplication applied to classification (MICMAC) analysis was used to rank and segregate the enablers into independent, autonomous, dependent and linkage zones on the basis of their driving and dependence power.

The study helped in identifying eight enablers that can be instrumental in driving partnering agility in higher education. According to the TISM model, clarity on roles and responsibilities of partners was found to be the most crucial and vital enabler followed by resource sharing.

The conceptual model provides a new direction on how to develop and strengthen higher education partnerships. The model has prioritized all the crucial enablers that the management can work around in order to drive partnering agility in higher education institutions.

Studies in the past have majorly focused on academia–industry partnerships. This research has tried to provide a comprehensive view of the enablers and the multidirectional interplay between the enablers that can facilitate partnerships between academia and industry, Indian and international universities, and academia and community.

Organizations are fast adopting new technologies such as automation, analytics and artificial intelligence, collectively called intelligent automation, to drive digital transformation. When adopting intelligent automation, there is a need to understand the success factors of these new technologies and adapt agile software development (ASD) practices to meet customer expectations. The purpose of this paper is to explore the success factors of intelligent automation and create a framework for managers and practitioners to meet dynamic business demands. Total interpretive structural modeling (TISM) framework is a suitable approach to integrate quantitative measurement with qualitative semi-structured interviews capturing the context of the individual organization environment.

This paper identified agility factors and their interrelationships using a TISM framework. TISM results were validated using a one-tailed t-test to confirm the interrelationships between factors. Furthermore, the agility index of a case project organization was assessed using a graph-theoretic approach (GTA) to identify both the triggering factors for agility success and improvement proposals.

Results showed that leadership vision, organization structure and program methodology were driving factors. The TISM model was validated statistically and the agility index of the intelligent automation case project organization was calculated to be79.5%. Here, a GTA was applied and the triggering factors for improvement of the agility index were identified.

The limitations of the study are described along with the opportunities for future research as the field evolves through the rapid innovation of technology and products.

The increasing role of digital transformation in enterprise strategy and operations requires practitioners to understand how ASD practices must be planned, measured and/or improved over time through the implementation of automation, analytics and artificial intelligence programs. The TISM digraph provides a framework of hierarchical structure to organize the influencing factors, which assists in achieving organizational goals. This study highlights the driving factors which contribute to the success of intelligent automation projects and project organizations.

This is a first attempt to analyze the interrelationships among agility factors in intelligent automation projects (IAP) using TISM and the assessment of the agility index of a case IAP organization using a GTA.