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Collecting customer data is increasingly becoming an automatic process at different customer touchpoints, carried out with the help of artificial intelligence. Modern telecommunication networks are necessary for collecting this data in a timely manner. This chapter describes 5G, the latest generation of mobile telecommunication networks. It outlines the current stage of development and use cases being introduced or planned by telecommunication companies worldwide. A key aspect of the chapter is to explain what 5G means for collecting customer data.

This study aims to test Mattingly and Berman’s (2006) taxonomy of social actions and develops divergent expectations for corporate social responsibility (CSR) dimensions directed toward institutional and technical stakeholders, with an aim to determine when CSR directed to different stakeholders is most likely to improve corporate reputation.

A longitudinal sample of 285 major US corporations was used to quantitatively test the hypotheses. Data was sourced from KLD, Osiris and Fortune MAC.

Strengths in CSR and actions directed toward technical stakeholders influence corporate reputation in a more profound way, when compared to those directed toward institutional stakeholders. Contrary to the authors’ prediction, institutional concerns do not demonstrate a significant growth or reduction over the five-year period.

This study provides a longitudinal test of Mattingly and Berman’s (2006) taxonomy of CSR actions and makes an important methodological contribution by operationalizing CSR not as a continuum from strengths to concerns, rather as two distinct constructs.

Management practice can benefit from a more fine-grained approach to stakeholder expectations and reputation outcomes. The results of this study leverage relevant stakeholder impact while allowing firms to appreciate the change in CSR actions and to measure it accordingly, such that the undesirable status quo that leads to potential loss in reputation growth can be avoided.

As organizations explore ways to effectively engage stakeholders for mutual benefit, this research shows how firms can have a positive impact.

This study tests and extends theory through an integrated lens, built on the stakeholder and resource dependence theories, while directing management attention to the broader reputational outcomes of targeted CSR initiatives. It provides justification for CSR investments over time.

Visitor attractions constitute the essence of the tourism phenomenon. However, management techniques that are expressly designed for tourism and develop different uses/activities and subsequently influence visitor experiences are under-researched. Hence, the purpose of this study is to develop a conceptual framework that provides a bridge between on-site management, visitor attraction development and visitor experience by introducing a novel concept: “usability of visitor attractions.” This new concept captures how managers can develop uses for visitors to experience the attraction. Thus, this study explores this concept and serves as the foundation for further research on this topic.

The systematization of the state of the art is based on an exhaustive desk research review of both academic and grey literature to endorse the “usability of visitor attractions” concept.

The literature review reveals that visitor attraction management affects visitor experience. To succeed, managers should consider the ease of use and the design of activities. Therefore, an innovative conceptual model is built to explore how on-site management techniques based on this new concept impact on visitor’s experience.

Research on visitor experience in attractions has neglected the impact of on-site management tools hitherto. Therefore, the originality of the study lies on providing a robust framework that enlightens how visitor attraction management affects visitor experience by developing the usability. The study proposes a novel concept and an original model that will be of a critical interest to tourism academia and will serve as practical guidance for attraction managers.

旅游景点构成了旅游现象的本质。然而, 专门为其开发不同用途/活动并随后影响游客体验的管理技术仍处于起步阶段。因此, 本文的目的是通过引入一个新的概念：旅游景点的可用性来建立一个概念框架, 搭建现场管理、旅游景点开发和游客体验之间的关系桥梁。这一新概念描述了管理者如何开发游客体验景点的可用性。因此, 本文探讨了这一概念并以为未来旅游学术界对本主题感兴趣的相关研究奠定基础。

研究前沿的分类是基于详尽学朮和灰色文献的书面材料审查来背书 “旅游景点的可用性” 这一概念。

文献综述表明, 旅游景点管理影响游客体验。为达成这一目的, 管理者应该考虑景点使用的便利性和活动的设计。因此, 我们建立了一个创新的概念模型来探讨基于这一新概念的现场管理技术对游客体验的影响。

本文的创新之处在于提供了一个稳健的框架, 揭示旅游景点可用性通过景点管理进而影响游客体验。本文建议一个新的概念和原本的模型将为旅游景点管理者提供实际指导。

Los atractivos turísticos constituyen la esencia del fenómeno turístico. No obstante, las técnicas de gestión y planificación diseñadas expresamente para desarrollar diferentes usos/actividades en los atractivos, que posteriormente influyen en la experiencia de los visitantes, han sido escasamente investigadas. Por ello, el propósito de esta investigación radica en elaborar un marco conceptual que integre la gestión del atractivo, el progreso del mismo y la experiencia del visitante mediante la introducción de un concepto novedoso: “la usabilidad de los atractivos turísticos”. Este nuevo concepto enfatiza la manera en que los gestores pueden implementar diferentes usos en los atractivos, proporcionando a los visitantes diversas experiencias. Por tanto, esta investigación explora el concepto y sirve como fundamento para futuras investigaciones.

La metodología se basa en una exhaustiva revisión de la producción científica y de informes de organismos públicos para respaldar el concepto de “usabilidad de los atractivos turísticos”.

La literatura examinada revela que la gestión de los atractivos afecta en la experiencia de los visitantes. Así pues, los gestores deben considerar en concreto la facilidad de uso y el diseño de actividades. De este modo, un modelo conceptual innovador ha sido construido para explorar cómo las técnicas de gestión basadas en este nuevo concepto tienen un impacto en la experiencia del visitante.

La investigación sobre la experiencia del visitante en los atractivos ha descuidado el impacto de las herramientas de gestión y planificación hasta ahora. Consecuentemente, la originalidad de esta investigación radica en proporcionar un marco robusto que señala cómo la gestión de los atractivos afecta en la experiencia del visitante mediante el desarrollo de la usabilidad. El estudio propone un concepto novedoso y un modelo original que se considera de gran interés para el ámbito científico, y al mismo tiempo, puede servir de guía práctica para los gestores de los atractivos turísticos.

Reinforced Plastics have been widely used in the Aircraft Industry over the past ten years, but its application is still treated as something of a special field. The purpose of these notes is to introduce the subject to the Drawing Office and to set simply before the draughtsman another engineering material. The use of plastics is not recommended for primary structure at present, due to insufficiency of test results, but for secondary structure they may offer advantages in robustness and non‐corrodibilily over light alloy, with increase in weight, and sometimes with less weight. In complex shaped fairings, the ease of forming of reinforced plastics enables the component to be moulded as an integral structure, thus reducing fabrication and consequently costs. The reduction in the number of parts means less weight and the resulting structure is often intrinsically stronger. They also have many applications where their particular properties, such as electrical properties, non‐corrodibility, acid resistance or high specific tensile strength are desirable. Typical applications for the material are summarized in TABLE I together with reasons for their use.

The purpose of this paper is to study the relation between to export performance measures; growth exports and export intensity with the resources, capabilities and characteristics of the firms as factors determining its success.

The study used a questionnaire, answered by 133 firms from a random sample of 480 Chilean firms.

The two performance measures of the study, export intensity and growth of the exports resulted equally predictive of the export success, but with a different set of variables. The export growth was strongly related with the firms that had recently started, that have executive staff with an overseas education and a long term commitment to export, did research and development, followed market developing strategies and strategic alliances. The export intensity shows a strong relation with smaller firms, more experienced and involved in foreign markets. The successful companies in the foreign markets are very opportune and flexible in satisfying the needs of their clients and innovate their products.

The biggest limitation of this research is that it was conducted only in one South American country with a limited sample size.

Smaller firms require support from the State, to finance market studies, to access international fairs and financial sources. The findings are innovative for the export management in developing countries, intensive in natural resources, especially those of small size such as the case of Chile.

Estudiar la relación entre dos medidas del desempeño exportador, crecimiento de exportaciones e intensidad de exportaciones, con los recursos, capacidades y características de la firma como factores determinantes de su éxito.

Un estudio basado en un cuestionario, respondido por 133 firmas de una muestra aleatoria de 480 firmas chilenas, representativa de las firmas exportadoras, seleccionadas aleatoriamente.

Las dos medidas de desempeño exportador del estudio, intensidad de exportaciones y crecimiento de las exportaciones resultaron igualmente predictivas del éxito exportador, pero con diferentes conjuntos de variables predictivas.

La mayor limitante de esta investigación es que fue realizada en sólo un país de Sudamérica con un tamaño de muestra algo limitado.

El crecimiento de exportaciones estuvo fuertemente relacionado con las firmas que se iniciaron recientemente, que poseen personal ejecutivo educado en el extranjero y un compromiso de largo plazo a exportar, realizan investigación y desarrollo, siguen estrategias de desarrollo de mercados. La intensidad de exportación expresa una relación fuerte con las firmas más pequeñas, más experimentadas e involucradas en los mercados extranjeros. Las compañías exitosas en los mercados de exportación son muy oportunas y flexibles en satisfacer las necesidades de sus clientes, innovan en sus productos y siguen estrategias de alianzas cooperativas y redes.

Los gobiernos deberían apoyar a las firmas pequeñas, financiando estudios de mercado, apoyando su acceso a ferias internacionales y financiamiento.

Los hallazgos son originales para la gestión de exportaciones en países en desarrollo, intensivos en recursos naturales, especialmente aquéllos de un pequeño tamaño, como Chile.

In this chapter, the authors provide a historical overview of the development of comparative and international education in North America from 1920s to the beginning of the twenty-first century. The authors document the significant role some of the most influential leaders played to help lay the foundation for comparative education societies in Canada, Cuba, Haiti, Mexico, and the United States. Using historical comparative research technique, the authors examine the many interconnections of current and past leaders. The authors conclude with recommendations on how knowing the history can help strengthen comparative and international education development well into the future.

The Equator Principles are a transnational corporate social responsibility initiative in the project finance sector. In 2013, the Equator Principles Association celebrated the tenth anniversary of its principles and at the same time the formal launch of the latest generation of the Equator Principles (EP III). The paper describes the historic development of the Equator Principles – from the initial drafting process in the early 2000s up to the latest review process which led to the third generation of the Equator Principles. The paper also analyzes the current state of affairs of the Equator Principles (Association) and gives a brief outlook on potential lines of (future) development. In particular, the paper deals with the following questions: What are the main characteristics of the Equator Principles framework? What are the relevant actors involved in the drafting and reviewing process? Why are the EPs and other organizational and associational codes of conduct in the finance sector so important? What has been achieved so far by the Equator Principles (Association) and the participating (financial) institutions and what remains to be done?

Agile software development (ASD) is currently an emerging approach in software engineering for improving quality, initially advocated by a group of 17 software professionals who practice a set of “lightweight” methods, and share a common set of values of software development. Owing to the attractive claims of successes of the ASD approach, many traditional projects, which used to practice plan‐driven software development, are gradually transitioning into ASD‐based development. This paper seeks to report the results from a survey‐based ex‐post‐facto study aimed at determining the relative importance, if any, of the changes traditional plan‐driven software development projects have to undergo to adopt ASD practices.

The study was conducted using a web‐based survey with ASD practitioners who had experience of practicing plan‐driven software development in the past. ASD practitioners from a wide range of industrial sectors participated in the study. Similarly, the study is not restricted to any specific organisation/project size, culture, or nationality – the respondents were widely geographically distributed across continents.

The study received 241 responses, of which 165 were usable. The study did not reveal any substantial difference in importance of the four classes of changes hypothesised – changes in culture, changes in management style, changes in knowledge management strategy and changes in development processes. The authors believe that this is an important finding because it is indicative of not isolating one class of changes from another in practical transition exercises. However, another noteworthy observation was that transitioning from heavily process‐centric to short, iterative, test‐driven, and people‐centric development was considered by the largest percentage (roughly 77 per cent) of respondents to be very important. The open‐ended questions in the study also revealed three additional classes of changes: changes in personal characteristics, changes in customer attitude, and changes in knowledge and education of stakeholders.

In this work an attempt was made to gain an understanding of the relative importance of the different critical changes that would be helpful to a project manager who is involved in the transition from traditional plan‐driven software development practices to agile software development practices.

This chapter explores the evolution of the media framings of a corporate corruption scandal over time. Our analysis focuses on the evolution of media frames used by the English and French Press in the coverage of the corruption scandal involving SNC-Lavalin, a Quebec-based multinational engineering firm. We reveal how media coverage shifted from balanced and nuanced coverage of a complex phenomenon that facilitated debates on the appropriate consequences of corruption to a selective (re)construction of events to serve partisan agendas when the company’s legal plight was politicized. Our study contributes to the literature on media framings of corporate corruption by highlighting how the politicization of a corporate corruption scandal led to a dual climate of opinion across the English and French Press.