The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

From the seclusion of monastic life to the noise of Silicon Valley, the ancient practice of mindfulness has ‘come out of the cloister.' As an antidote to mindless cognition and behavior, the practice of mindfulness — with its principle of grounding attention in the present moment — has...

Tapping into the creativity of a crowd can provide a highly efficient and effective means of acquiring ideas, work, and content to solve problems. But crowdsourcing solutions can also come with risks, including the legal risks associated with intellectual property. Therefore, we raise and...

The strategic renewal literature recognizes that organizations should employ some form of management control system to ensure that their strategic goals and related capabilities are aligned with their environmental conditions, such as the dynamics of environmental change. This chapter focuses on...