Abstract
Purpose - The purpose of this paper is to examine the influence of structural empowerment, psychological empowerment and intrinsic motivation on perceived customer satisfaction in contact centers. Design/methodology/approach - A questionnaire was conducted among 703 employees of a contact center. Data analysis was based on structural equation modeling. Findings - Structural empowerment results in higher levels of perceived customer satisfaction through psychological empowerment and intrinsic motivation. Furthermore, structural empowerment effect on psychological empowerment is mediated by intrinsic motivation. Practical implications - Previous predictions regarding counterproductive impact of empowerment in a low-service heterogeneity sector, such as contact center are challenged and a transformative message is disclosed in what concerns human resource management (HRM) in contact centers. Originality/value - The research provides valuable insights for both scholars and practitioners regarding the process through which employees' psychological empowerment and intrinsic motivation improves customer satisfaction in the context of contact centers.

Abstract
The chapter is conceptual, based on analysis and synthesis of social network theory and e-consumer literature. Despite a broad spectrum of disciplines that investigate social networks and the interest of marketing practitioners in the consequences of social networks, there are still areas open for research into networked-consumer behavior in marketing. Based on previous theoretical and empirical research, this study examines and discusses the influence of social network structure and ties in matched dyads, recommendation diffusion, social contagion and co-consumption influence, and individual motivations to spread market information. The chapter proposes a theory of matched dyadic ties in close networks of connections as a proxy for information about the potential market that is difficult and expensive for businesses to measure or access directly. © 2014, IGI Global.

Abstract
This research proposes a networked e-consumer profile based on consumers' characteristics and behavior: online shopping experience, Internet and social networks use, search behavior, recommendation behavior and demographics. Survey data from 308 participants who purchased from a leading online retailer and engaged in peer communications through online social networks were used in order to profile the networked e-consumer. The study empirically verifies that the typical networked e-consumer tends to be younger, highly educated which are in the highest occupation levels, e-experienced, skillful, give product and site recommendations to their connections and actively participate in several online social networks. Most of the results and conclusions are consistent with other antecedent research and provide useful orientations to guide e-business managers on actions they can take. Finally, some strategic recommendations and suggestions for further investigation are presented.

Abstract
Purpose The purpose of this paper is to empirically test the relations among different knowledge management (KM) factors, such as human capital (HC), processes and information systems (IS) on organizational sustainable competitive advantage (CA), within the SMEs context. Design/methodology/approach Structured questionnaires were distributed to CEOs and managers of Portuguese organizations through an electronic survey. Partial least squares software was utilized to analyze the data. Findings The measurement model results identify and validate the dimensions of HC, processes and IS representing the KM construct. The structural model results demonstrate that HC and processes have a direct and significant impact on organizational CA, on the customer and financial dimensions, respectively. IS indirectly and significantly influence organizational CA, mediated by HC and processes. Research limitations/implications The sample size includes mostly service business and SMEs. Other organizations sectors, such as industry, should be analyzed in order to develop a comparative cross-sectorial study. Practical implications This study establishes suggestions for managers to make legitimate decisions concerning investments on knowledge assets and organizational capabilities that can foster business growth and sustainable CA within a SMEs context. Originality/value The authors propose a mediation mechanism showing that the relationship between IS and sustainable CA is not direct, but it is mediated by HC and processes. This mechanism points out some critical issues for the strategic knowledge and intellectual capital assets, as a source of organizational CA.

Abstract
Service Design (SD) and Design Thinking (DT) evolved in the last decade and have become popular in the research field of service science. However, the application of SD and DT research outcomes into practice is still scarce. To help understanding the differences between research and practice, we conducted 20 semi-structured interviews with professionals and trainees from four organizations that are involved in service innovation projects. The results reveal several similarities and complementarities, (dis)advantages, requests and obstacles, which hinder companies from implementing and using structured SD and DT approaches. The findings present some challenges for both researchers and practitioners on actions they could take to overcome barriers and foster the SD and DT practice within organizations.

Abstract