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This teaching case describes, based on publicly available material, the transition of the A. P. Moller Maersk shipping company from a logistics-based organization to an information and technology-based organization. Multiple digital technologies, including distributed ledger, robotic automation, digital platforms, and big-data analytics offered opportunities for Maersk. Although the company was a relatively late starter in digital transformation, its journey so far has been successful. The challenge is how to enact sustained digital transformation in an environment of rapid technology change. Some theoretical lenses are offered to assist with analyzing and framing Maersk's digital strategy, including business models, organizational ambidexterity, and dynamic capabilities. [ABSTRACT FROM AUTHOR]

Adopting new teaching practices, like the 'flipped classroom', disrupts organizational routines within the university. This paper examines flipped classroom implementation from the perspective of four stakeholder groups students, instructors, administrators, and managers), using an organizational routines lens. Disrupting established routines created risk, decreases coordination and shared understanding, and increases time and cognitive load for stakeholders. We conclude that seemingly minor innovations in teaching delivery can have major and disruptive implications for the wider institution.

Background: After pilot testing, methadone was newly being introduced into Ukrainian prisons in 2021 as part of a national scale-up strategy to treat opioid use disorder and prevent transmission of HIV and HCV infections. Opioid agonist therapy (OAT) scale-up in Eastern Europe and Central Asia prisons has been hampered by varying levels of influence of criminal subculture, an extralegal informal governance by a social hierarchy that operates in parallel to formal prison authorities. This study examined the socio-environmental factors influencing the uptake of methadone treatment in Ukrainian prisons, including changes that evolved during Russia’s full-scale invasion of Ukraine and the displacement of people deprived of liberty (PDL) from conflict to non-conflict regions. Methods: In-depth qualitative interviews (N  =  37) were conducted from January 2021 to October 2022 in the only two Ukrainian prisons where methadone was being introduced with PDL (N  =  18). These two prisons continued to provide methadone after the full-scale invasion. Former PDL (N  =  4) were also interviewed and prison staff (N  =  15). Interviews were audio-recorded, transcribed, and translated into English. Four authors independently reviewed, coded, and applied a phenomenological framework for data analysis, delineating themes related to criminal subculture, drug use, methadone uptake, and evolving changes during the Russian invasion. Findings: Criminal subculture perceptions varied, with some seeing it as strongly discouraging drug use among certain groups, while others described it as a residual and weak influence from a more distant past. The influence of the subculture on methadone treatment uptake, however, was less clear. PDL and prison staff struggled to identify and articulate differences between illicit street-bought methadone, used recreationally, and medically prescribed methadone. Thus, the meaning of “methadone” varies in interpretation as it is being introduced, making it potentially conflicting for patients to opt into this evidence-based treatment. As Russia invaded Ukraine in 2022, PDL from conflict zones were transferred to non-conflict regions where methadone was being introduced. The prison environment became more enabling for PDL to start methadone as they were segregated and not subject to the existing criminal subculture’s rules and lacked the social ties necessary to procure drugs illegally. Conclusion: It appears that the criminal subculture is variable and evolving in Ukrainian prisons and appears to be impacted differently by the invasion of Russia. As methadone scale-up in prisons expands, it will be important to distinguish the meaning of methadone perpetuated negatively by the prison subculture versus that in which it is intended as a medical treatment by the formal prison authorities. The current invasion of Ukraine by Russia provides a potential disruption to alter this course. [ABSTRACT FROM AUTHOR]

This article examines the nature, role and function of the literature review in academic discourse. Researchers in information systems (IS) are often advised to espouse a neutral viewpoint and adapt the goal of synthesising previous literature when conducting a literature review. However, since research literature in many areas of IS is diverse and heterogeneous, this synthesis is not value neutral, but is a construction of the researchers. We suggest that other goals and viewpoints for reviewing and presenting previous literature are possible, and in some cases, desirable. Using the example of service quality literature, we use a lens of historical discourse, and techniques of soft systems analysis and rich pictures, to present previous research literature on ServQual-related research in IS and electronic commerce. We identify seven "stories" from service quality research literature and analyse the clients, actors, transformations, world-view (weltanschauung), owners and environment in each story. We conclude that alternative presentations of research literature can offer fresh insights, especially in areas where the research literature is diffuse, contradictory and heterogeneous.

This paper argues that a multi-channel environment, incorporating ICT-mediated channels such as the Internet, requires a reinterpretation of the traditional 'line of visibility' from service quality literature. In a multi-channel e-commerce environment, inconsistency or service breakdown above the line of visibility gives a negative impression of organizational competence below the line. Further, many contact points are now mediated by ICT, rather than face-to-face contact. This creates a line of visibility that is permeable, allowing customers to see into the organizations' back office systems and processes. These propositions are empirically tested using multi-channel mystery shoppers. We find that multi-channel customers, using a mixture of face-to-face and ICT channels, can gain extensive insights into organizational systems, processes and values that were previously below the line of visibility. This suggests that organizations need to concentrate on consistent quality delivery throughout the organization, including back-office processes, in order to maintain their customers' confidence. Keywords: Line of visibility, multi-channel, customer satisfaction, ICT., 1. INTRODUCTION It has been said that 'the encounter is the service' [5], and that customers will form their opinion of the service quality delivered by an organization based on [...]