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Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project.

Integrating contributions from different fields, CEM was conceptually developed to represent the different aspects of customer experience in a holistic diagrammatic representation. CEM was further developed with an application to a multimedia service. To further develop and build CEM's models, 17 customers of a multimedia service provider were interviewed and the data were analyzed using Grounded Theory methodology.

Combining multidisciplinary contributions to represent customer experience elements enables the systematization of its complex information. The application to a multimedia service highlights how CEM can facilitate the work of multidisciplinary design teams by providing more insightful inputs to service design.

CEM supports the holistic nature of customer experience, providing a systematic portrayal of its context and shifting the focus from single experience elements to their orchestration.

Blockchain as an emerging technology has increased the interests within various industries because of its salient features. A potential application of blockchain for embodied carbon (EC) estimating is being explored. Though there are several databases/tools to estimate EC, the accuracy of estimates prepared using them is affected due to several limitations. As a solution, a prototype blockchain-based EC (BEC) Estimator for distributed supply chain-based EC estimating has been introduced. The data models and user flow diagram that lead to development of a BEC Estimator are developed and evaluated in this study.

A case study approach assisted in developing the data models and user flow diagram for the BEC Estimator. A Delphi-based expert forum was used to evaluate and produce the refined data models and user flow diagram.

The BEC Estimator adopts a waterfall model, a system development lifecycle model, in developing the application. The phases, system analysis and system design, consisting the development of the data models and user flow diagram for the BEC Estimator are discussed.

Estimating EC accurately plays an important role in construction. The BEC Estimator uses the supply chain based embodied carbon estimating method to estimate EC accurately. This paper demonstrates the data models and user flow diagram developed for the BEC Estimator.

Cites survey evidence that many firms undertaking e‐commerce projects do not appraise or evaluate them in traditional ways and discusses how businesses can deal with the many perspectives involved. Illustrates the “four faces of e‐business”, lists its benefits and considers seven legal/regulatory issues which require review in this context. Identifies three critical success factors for e‐business, shows some international growth forecasts and compares three financing models for e‐services. Briefly describes how some companies deal with security on the internet, sees e‐business as “imperative” for business success and warns that, although no single strategic model fits all companies, a strategy must be developed to avoid reducing returns on investment.

There is limited discussion in the teacher education literature about the experiences of pre-service black male teachers generally and the ethnic diversity among black male pre-service teachers specifically. Thus, this paper aims to explore the experiences of Frank, a black male refugee health education major attending an historically black college and university (HBCU).

This research study is theoretically guided by selected tenets of Bush and Bush’s (2013) African American male theory and Goodman et al.’s (2006) transition framework and uses a qualitative approach to explore Frank’s transition experiences when coming to America, attending college and engaging in his student teaching experience.

Frank experienced some difficulty transitioning to America, as a result of not having a strong financial foundation. During his college transition, Frank believed that the HBCU environment was nurturing; however, he encountered numerous ethnocentrically charged hostile confrontations from US-born black students at his university because of his accent. While he had some disagreements with the US education system in terms of discipline, Frank believed that his accent served as an asset during student teaching.

This study adds to the burgeoning research that explores the intersectional identities among pre-service black male teachers. As we argue in this paper, researchers, policymakers and practitioners cannot treat black male teachers as a monolithic group and must contemplate the unique supports needed that can attend to the racial and ethnic needs of black male teachers.

In this chapter, the authors utilize both risk and resilience as conceptual frameworks to discuss the academic and psychosocial development of African American adolescent males. Given the amount of attention placed on the academic underachievement of African American males, they explore popular academic themes, such as academic disidentification and the role of teachers and parents. The authors examine psychosocial themes related to racial and athletic identity, the phenomenon of cool pose and “acting Black,” and the development of alternative masculinities. They conclude the chapter with recommendations for education research, practice and policy.

Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

According to US writer Denis Waitley, imagination combined with innovation leads to realization. Such sentiments have obviously been taken on board at Lunar Design, a new product design company able to boast an impressive record of providing groundbreaking solutions that help its clients sustain competitive advantage. As the last decade has brought profit, excellence awards and recognition as a benchmark organization, this company is clearly doing something right. Lunar is big on imagination and innovation. Then again, it has to be. Many of its new and established clients operate within high‐speed industries where technology's unrelenting progress ensures that product life cycles are invariably short lived. Against this background of perpetual change, success depends on being able to identify developments before they actually take root.

Provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.

As tattoos increase in popularity, questions persist regarding their impact on customer perceptions. To help shed light into this issue, this paper aims to explore the impact of tattooed restaurant servers in the context of service failures. Through the agency and communion theory, the authors propose that a female server with tattoos induces higher levels of negative word of mouth (WOM) intention than her male counterpart. Furthermore, the authors propose that perceived competence mediates this effect.

Through a 2 (tattoos status: yes, no) × 2 (server’s gender: male, female) experimental design, a panel of consumers were exposed to a restaurant service failure scenario with a photograph of a server. Depending on the condition, the server was either a male or female and had (or not) a tattoo on their left arm and neck. The same tattoo design was used for both genders.

The findings indicate that, in a service failure context, customers’ propensity to generate negative WOM does not differ across tattooed (vs non-tattooed) servers. However, contrary to the expectations of the authors, people tend to react more negatively to a male (vs female) server with tattoos.

Research on tattoos in the customer service context is scant, especially in hospitality. Furthermore, no previous study on tattoos has empirically tested a mediation process explaining differences in customer perceptions. Contrary to previous findings, this study demonstrates that an exposure to male (vs female) tattooed servers increases customers’ propensity to generate negative WOM. In other words, the type of profession coupled with the employees’ gender might influence customer perceptions. Furthermore, as customers’ propensity to generate negative WOM did not increase when served by a tattooed (vs non-tattooed) employee, managers in aesthetic labor industries, such as the foodservice business, can be more accepting of employees with tattoos.

What has come to be known as the “Faurisson Affair” has wide‐ranging implications for librarians concerned with their function as caretakers of intellectual freedom and, particularly, the generally recognized obligations of librarians to provide access to all points of view on all controversial issues. I intend here to sketch the circumstances surrounding the “Faurisson Affair,” show how this ‘affair’ impacts on librarians and intellectual freedom, and suggest how librarians might best handle issues of this nature which contemporary events indicate will be occurring with increasing frequency. The issues involve nothing less than the question of the right to distort, fabricate, and falsely revise history in a free society where, for the purposes of this paper, the librarian represents the medium through which a concerned citizenry seeks accurate information. In brief, should the librarian provide access to patently false information surrounding controversial or otherwise highly emotional issues in the name of intellectual freedom?

The history and divestiture of the Bell System is of immediate importance to several economies around the globe, especially those undergoing the change from state owned operations to private ownership. Similarly, those economies experiencing rapid expansion of telecommunications can also learn from the experiences of AT&T's development, maturity, and subsequent divestiture. In addition to a brief history, this study examines preliminary empirical evidence which suggests agency costs, particularly those associated with free cash flow, were reduced following the divestiture.

Customer experience research predominantly anchors the customer journey on a specific offering, implying an inherently firm-centric perspective. Attending calls for a more customer-centric approach, this study aims to develop a goal-oriented view of customer journeys.

This study interprets the results of a phenomenological study of a transformative journey toward a sober life with the self-regulation model of behavior to advance understanding of customer journeys.

The consumer's journey toward a higher-order goal encompasses various customer journeys toward subordinate goals, through which consumers engage in iterative cognitive and behavioral processes to adjust or maintain their experienced situation vis-à-vis the goal. Experiences drive behavior toward the goal. It follows that negative experiences may contribute to goal attainment.

This study highlights the importance of looking at the consumers' higher-order goals to obtain a more holistic understanding of the customer journey.

Companies and organizations should extend their view beyond the immediate goals of their customers to identify relevant touchpoints and other customer journeys that affect the customer experience.

This study proposes conceptualization of the customer journey, comprising goal-oriented processes at different hierarchical levels, and it demonstrates how positive and negative customer experiences spur behaviors toward the higher-order consumer goal. This conceptualization enables a more customer-centric perspective on journeys.