Purpose – The purpose of this paper is to analyze the trajectory of an institutional change in a public organisation, this study explores the role of organisational mediators – i.e. middle managers involved in the enactment of change projects - to translate leaders’ entrepreneurial...

Purpose The purpose of this paper is to investigate the role of inter-organizational networks in the emergence of a disruptive technology by taking a snapshot view of the UK market for mobile voice over internet protocol (mVoIP) technologies. By delineating the technologies required for an mVoIP...

Describes the problems recorded between 1991 and 1995 when attempting to re‐engineer the value chains of a medium‐sized electrical equipment manufacturing company in the UK. To provide guidance during the re‐engineering process a time‐based framework for analysis has been developed; this...

This article depicts how the Baylor libraries staged two cost‐effective celebrations to address challenges of migrating to a new online catalog. A New Orleans‐style funeral provided a humorous backdrop for library staff to relive the tragedies and successes of the old system as it was laid...

In 1930, John Maynard Keynes explored long‐term economic growth, anticipating that the economic problem of scarcity was likely to vanish in a century’s time. The Keynes’ scenario is confronted with current developments related to the growth of services and to the distributional and...

Presents a case study of the financial services industry which is entering a period of unparalleled change that will see some very definite winners and losers. The effective management of change in the practical rather than theoretical world will determine who the winners will be. Suggests that...

Purpose – The urgency to cope with the international economic crisis has led to efforts to identify innovative tools and frameworks that are capable of regenerating local and national economic development. The enhancement of the cultural heritage sector can be a strategic factor in improving...

Marketers in service industries face challenges similar to those in packaged and durable goods. However, the approach to these challenges is often quite different. This case study examines how a health insurance company used common market segmentation techniques to better understand member needs...

There is significant documentation of fraud and abuses of consumer privacy through telemarketing activities. This led to a proliferation of legislative efforts to protect consumer privacy rights in the USA. Two such federal laws, the Health Plan Portability and Accountability Act of 1996 and the...

Purpose – The purpose of this paper is to highlight the importance of building emotional connections between brands and consumers. Using Canada's Air Miles Reward Program as an example, the paper aims to stress the importance of using customer insight to drive branding decisions and ensure a...