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This paper aims to problematise critiques raised against customer accounting’s numeric focus, which risks controlling and simplifying customers rather than facilitating closer engagement. This analysis suggests ways to better account for what it is that customers buy, why they do so and how to better serve them.

Service-dominant logic (SDL) is a marketing ideology that recognises the active role of customers in value creation. Seven customer accounting techniques are appraised against SDL principles to identify strengths and shortfalls in logic and application.

Customer accounting techniques align with SDL’s beneficiary-oriented and relational view of customers. Weaker alignment is found regarding a focus on outputs rather than outcomes, silence about the customer’s role in co-creating value and failure to recognise contextual circumstances.

The analysis uses prototypical descriptions of customer accounting techniques. Actual applications could offset weaknesses or raise other shortfalls.

For each area of SDL, the authors suggest avenues for integrating SDL into customer accounting using related literature and building on concepts within customer accounting techniques.

SDL contrasts with the traditional, goods-dominant logic that underscores much of accounting. SDL is used to critically and constructively evaluate customer accounting techniques.

Disputes are now considered endemic in the construction industry. They often arise from the poor resolution of claims in the course of construction projects. Efforts have been geared towards reducing the incidence of claims. These efforts are of two kinds: those that seek answers from basic principles and legal issues at the pre‐construction phase and those that attempt to solve the problems through claims management procedures at the construction phase. This paper reviews the developments in claims management and highlights the deficiencies in current claims management approaches. It focuses on the need for improvement of the efficiency of claims negotiation and suggests the use of multiagent systems as an approach to achieve it. The potential benefits of the suggested approach are discussed in the concluding section of the paper.

The purpose of this paper is to understand the emergence of digital reformatting as a technique for preserving information within the cultural heritage preservation community by reviewing historical trends in modern preservation research.

This paper analyzes secondary sources, reviews and historical texts to identify trends in the intellectual and technological histories of preservation research, beginning with the first applications of the scientific method to combating book decay in the early nineteenth to the emergence of digitization techniques in the late twentieth and early twenty-first centuries.

This paper identifies five major historical periods in the development of preservation knowledge: the early experimental era; era of microfilm experimentation; era of professionalization; era of digital library research; and the era of digital reformatting and mass digitization; and identifies three major trends in its development: empirical inquiry, standardization and centralization.

Findings reflect broad trends in the field of preservation, primarily in a United States context and are limited to the modern era of preservation research.

This paper's broad historical overview provides a reference for preservation professionals and students in library science or archives programs. Identifying historical trends enables practitioners to critically examine their own preservation techniques and make better decisions when adopting and using new preservation technologies.

This paper provides a unique perspective on the history of preservation knowledge that synthesizes existing historical research in order to identify periods and trends that enable a clearer understanding of digital reformatting in its historical emergence.

The purpose of this paper is to shed light on the realities of Algerian employee relations and the challenges autonomous trade unionists encounter in their activities, which are normally far removed from the eyes of the international community.

In total, 12 semi-structured interviews were conducted with Algerian autonomous trade union leaders, union members and non-members. The collected data were analysed using a thematic approach.

The interview results brought into relief the challenges of Algerian trade unionism with the following four themes: first, scepticism towards the only government-affiliated trade union in Algeria; second, the relationship between autonomous unions and the government; third, strike actions and intimidation/harassment; and fourth, views of non-trade unionists and the future of Algerian trade unionism.

The sensitivity of the topic and widespread fear limited the number of interviewees and the length of interviews.

This paper provides recent empirical evidence reflecting the contemporary nature of employee relations in Algeria, and its discussions consider the prerequisites for a more effective protection of workers’ rights in Algeria.

This study addresses the lack of examination of trade union activities in North Africa and in Algeria in particular. Whereas studies on employment relations in emerging economies have been conducted mainly at the macro level, this study makes important contributions by providing a first micro-level insight into the realities of trade unionism in Algeria through giving voice to those who struggle daily to protect workers’ rights.

Current centralized humanitarian aid deployment practices may encourage urbanization thereby weakening short- and long-term resiliency of lower-income countries receiving aid. The purpose of this paper is first, to explore these shortcomings within the peer-reviewed literature and, second, propose a starting point for a solution with a decentralized humanitarian aid deployment (DHAD) framework.

The authors conducted a focused, qualitative review of available and relevant literature.

The literature reviewed demonstrates that current centralized humanitarian aid deployment models lack meaningful engagement of local assets while indicating a plausible connection between these same models and disaster urbanization. Next, the literature shows introducing a new decentralized model could represent a sustainable aid deployment standard for that country’s specific response, recovery, mitigation and planning opportunities and constraints.

The next step is to develop a working DHAD model for a lower-income country using a multi-layered, GIS analysis that incorporates some or all of the socioeconomic and environmental variables suggested herein.

The practical potential of the DHAD framework includes establishing the impacted country in the lead role of their own recovery at the moment of deployment, no longer relying on foreign logistics models to sort it out once aid has arrived.

This paper discusses a topic that much of the literature agrees requires more research while suggesting a new conceptual framework for aid deployment best practices which is also largely absent from the literature.

This case study examines the new product development (NPD) process of digital information products (DIPs) and its critical success factors (CSFs) in a small-sized German enterprise.

A case study was conducted with a small firm focused on the development of DIPs; data were obtained through semi-structured interviews, direct observation and document analysis.

The firm uses an informal and cross-functional NPD process (idea generation, idea validation, product creation and product launch) in converting an idea into a sellable product. Peculiar aspects of each stage within the process as well as ten CSFs to NPD projects were verified.

Limitations are attributed to its qualitative nature, which does not allow generalizations, though careful attention was given to validity and reliability issues through the use of data source triangulation.

The paper provides a conceptual process that may benefit further initiatives for developing and launching DIPs, as well as a comprehensive list of CSFs for such projects.

This paper is the first one to schematize the NPD process and practices for DIPs, as well as key capabilities. It contributes to the NPD literature in discussing dynamic aspects that are typical to the firm analyzed and to others operating in a digital context. At the same time, it reinforces other traditional aspects that have become overlooked in digital business debates.

This paper aims to explore the level of productivity of Islamic banks specifically in selected Southeast Asian Countries from the period 2006 to 2014. Besides, this study also investigates the potential determinants of bank-specific characteristics and macroeconomic conditions that may influence the productivity of banking sector.

The present study gathers data on the 29 Islamic banks from Southeast Asian countries, namely, Brunei, Indonesia and Malaysia. The productivity level of the Islamic banks is evaluated using the data envelopment analysis-based Malmquist productivity index method. The authors then used a panel regression analysis framework based on the ordinary least square to identify potential determinants.

The domestic and foreign Islamic banks have exhibited progress in total factor productivity change solely attributed to the increase in efficiency change (EFFCH) which were mainly managerial rather than scale related. Foreign-owned banks have been slightly more productive compared to their domestic-owned bank counterparts, attributed to a higher EFFCH but insignificantly different. Furthermore, capitalisation, liquidity and world financial crisis determinants have significantly influenced productivity level of Islamic banks.

The study on the productivity of Islamic banking is still in its formative stage. To date, very limited study has been conducted to examine the productivity level in Southeast Asian, which is a strong regional hub for Islamic banking. This study intends to fill the gaps with a specific focus on the productivity level, specifically narrowing down to Southeast Asian countries in the domestic and foreign Islamic banking sector.

This paper aims to explore the opportunities and challenges that immersive virtual reality (VR) technologies pose for archival theory and practice.

This conceptual paper reviews research on VR adoption in information institutions and the preservation challenges of VR to identify ways in which VR has the potential to disrupt existing archival theory and practice.

Existing archival approaches are found to be disrupted by the multi-layered structural characteristics of VR, the part–whole relationships between the technological elements of VR environments and the three-dimensional content they contain and the immersive, experiential nature of VR experiences. This paper argues that drawing on perspectives from phenomenology and digital materiality is helpful for addressing the preservation challenges of VR.

The findings extend conceptualizations of preservation by identifying gaps in existing preservation approaches to VR and stressing the importance of “experience” as a central element of archival practice and by emphasizing the embodied dimensions of interpreting archival records and the multiple scales of materiality that archival researchers and practitioners should consider to preserve VR.

These findings provide guidance for digital curators and preservationists by outlining the current thinking on VR preservation and the impact of VR on digital preservation strategies.

This paper gives new insight into VR as an emerging area of concern to digital curation and preservation and expands archival thinking with new conceptualizations that disrupt existing paradigms.

This chapter adopts a problem-solving perspective to analyze the competitive dynamics of innovation ecosystems. We argue that features such as uncertainty, complexity, and ambiguity, entail different knowledge requirements which explain the varying abilities of focal firms to coordinate the ecosystem and benefit from the activities of their suppliers, complementors, and users. We develop an analytical framework to interpret various instances of coupling patterns and identify four archetypical types of innovation ecosystems.