Purpose – In recent years, health care organizations have adopted multidimensional systems for evaluating the health services performance. Alongside the clinical and economic indicators are inserted customer satisfaction to provide a perspective of analysis to the stakeholders of the system. The health management is therefore, by having to draw new organizational strategies to overcome information asymmetry that hangs over these organizations. The purpose of this article is to provide an overview and assessment of the systems performance measurement and present a framework for the identification of a model of performance measurement for adequate health care processes. In healthcare, performance measurement methods emphasize on consideration of multiple factors. The diverse uses of health system performance measures necessitate a wide variety of measurement methods, indicators, analytical techniques and approaches to presentation. Design/methodology/approach – The starting point is represented by the analysis of the Spanish health system, which in this phase of general rationalization has maintained levels of efficiency and positive efficacy. This study uses case study method and develops a conceptual framework for performance measurement and implementing improvement projects. The proposed model has the following six steps: 1. Identify factors to measure performance. 2. Identify organizations system that can provide a comparative analysis. 3. Analyse service performance using Spanish National Health System 4. Plan, implement and evaluate improvement measures. Practical implications – The Spanish National Health System (SNS) is characterized to ensure universal coverage, to be financed through taxes and to have a decentralized health services management in all the Comunidades Autónomas (Autonomous Communities, ACs). The main goal of the SNS is to ensure equality in health care to its citizens independently of where they reside, as well as ensuring a high quality of services provided. Therefore, with the Key Performance Indicators for the Spanish National Health System (INCLA-SNS), we can analyse in which way the SNS achieves this purpose. So, 13 performance indicators were selected for this study from the 50 essential indicators. Originality/value – The framework presented provides a performance measurement system for healthcare processes that is sensitive to change in the external and internal environment of an organization. The identification of these indicators is finalized to implement future research that is to verify the possibility of achieving a model of performance indicators translatable to other health systems in the first place to Italian.

Purpose – Professional associations, public institutions and groups of companies have developed standards for the diffusion of information that are different from the traditional forms of communication. Among the mentioned representation models a very important role is assumed by the Social-Balance-Sheet. Companies that draw up a SBS may use different international standards and guidelines, because there aren’t defined regulations. In this direction, the purpose of this paper is to define the role of social balance sheet for contemporary companies in the knowledge economy, by providing an updated conceptualization of international standards and guidelines used to apply the voluntary disclosure. Design/methodology/approach – The method used for the research is qualitative (Hair et al., 2003), with a view to proposing to the scientific community and also to operators of the field, an updated conceptualization of the social balance sheet models. By facing the characteristics of the existing sourcing methods of international standards and guidelines, another contribution of the research is in defining some proposal to modify social reporting. Data sourcing has been carried out through secondary sources originated from an analysis of documents, reports, news, journal articles in open sources, websites, databases and scientific documents. Originality/value – The paper defines the current framework of social reporting in the knowledge economy among which the Social Balance Sheet, drafted in accordance to self-financing model, has the assumption that the self-financing is a good indicator of the social potential of a company better than other indicators such as employment, taxes, etc. Practical implications – The outcomes of the research allow to stakeholders to have a qualitative and quantitative disclosures about company’s sociability. The companies that invest in social reporting could have major performance and can create value in the long period.

Purpose – The financial information represented in the Annual Report using the accounting numbers is important, but not sufficient, to evaluate the ability of value creation as companies no longer required to generate only financial performance but disclosure is required also for non-financial information. The growing importance of non financial information is confirmed by the recent approval of European Directive 2014/95/UE and by the new model of business reporting: Integrated Reporting, (IIRC, 2013). The objectives of the paper are: OB1: analysis of the recent requirements/frameworks for disclosure of non-financial information; OB2: recognition of the previous studies on the Value Relevance of non-financial information; OB3: empirical analysis of a sample of European listed companies belonging to the beverage industry. Design/methodology/approach –.The methodological approach is based on two different fields: 1) the content analysis to evaluate the quantity and quality of NFI in companies’ reports and 2) established valuation models The 1995 Ohlson’s model and its subsequent refinements has been employed in order to investigate the relationship between equity market values and NFI disclosure. The research will carry out a VR analysis on a sample of the European listed companies belonging to the beverage industry. Originality/value – The expected findings may provide an interesting insight into the current state of reporting of NFI and about the value relevance of NFI in the beverage industry. This research may contribute to the existing literature in regard to two different fields: 1) the recent studies on the field of non-financial disclosure, recently on Integrated Reporting (IIRC, December 2013) or on issues related to sustainability reporting 2) the previous studies on VR and NFI information. It is important to highlight that there are few studies on a VR analysis of NFI on the food and beverage industry. Practical implications –. The research in the field of VR and NFI, in particular focused on the social and environmental information, can be useful in particular to the management and especially to Corporate Social Responsibility (CSR) practitioners as they offer a valuable tool to appreciate the usefulness and relevance of a transparent non-financial disclosures. Limitations of the research carried out: 1) the size of the sample analyzed; 2) the analysis can be extended to other countries outside the European Union.

Purpose – Even though the sustainability reporting forms have been extensively studied, little is known about the diffusion of online technologies and the use of social media. Thus, the aim of this paper is to analyse the extent to which the Italian listed companies are using innovative disclosure forms, such as online technologies and social media initiatives, in comparison with social and environmental reports for disclosing corporate responsibility. Design/methodology/approach – This paper builds on an empirical analysis on the corporate responsibility disclosure forms used by the Italian listed companies. This is a pilot study that provides evidence on the use of innovative corporate disclosure forms to disseminate corporate responsibility. Originality/value – This study contributes to the corporate disclosure literature by examining the adoption of innovative forms for disclosing corporate responsibility in Italy. The analysis provides an overview on the diffusion of sustainability reporting and social media usage to foster corporate responsibility. Practical implications – The analysis shows that the social media usage to disclose corporate responsibility is in a very early stage. These results could be useful for both academics and practitioners that need some initial and reliable background data on this new situation.

Purpose – This paper aims to clarify processes and factors of knowledge marketing in multi-national enterprises, especially the role of knowledge transfers inside and outside the firm to disclose information about the firm and their products. For this purpose, processes and factors of knowledge utilisation in a multi-national enterprise (MNE) are analysed. Design/methodology/approach – An institutional setting in which such transfer, utilisation, and disclosure takes place is analysed in an extensive case study of a MNE. In this case study, the identification of knowledge assets, relationship building, and the knowledge presentation are crucial for an adequate utilization of knowledge. The authors conducted a best-practise case study for knowledge marketing in MNEs, which uncovers and integrates disclosure strategies of the firm. Therefore, this case study primarily focuses on the qualitative research method. The data collection is based on semi-structured interviews with different individuals inside and outside the firm and data of document analyses. Originality/value – The analysed case verifies a model for knowledge marketing characterized by different processes, success factors and disclosure strategies, especially knowledge disclosure, which provides MNEs in knowledge-intensive environments with the possibility of commercialising knowledge-intensive products and services. Main processes identified in the case study were the identification of knowledge assets, relationship building, and knowledge protection processes. Main factors described by MNEs for successful knowledge marketing are: solving customer problems, reputation, and trust. Theoretical implications – This research paper contributes to knowledge marketing as well as knowledge disclosure literature, since the data collected in the case reveal relevant empirical findings about these concepts. Hence, this contribution may support a holistic view on knowledge marketing and its relevance in MNEs. Empirically verified success factors of knowledge marketing in MNEs may also additionally contribute to the existing literature of knowledge utilisation. Practical implications – This best practise case study may improve or clarify firm’s understanding of knowledge marketing processes and success factors in order to enhance their outputs as qualitative services providers. Additionally, in the market for knowledge many uncertainties and risks may occur. Firms and clients in knowledge-intensive industries may enhance their benefits by implementing adequate procedures of knowledge marketing, so that relationships of trust may be developed between the participants. This paper describes the practical importance of knowledge disclosure – to enhance the firm’s knowledge capital – as well as the relevance of firm’s attributes like reputation and problem-solution capacity.

Purpose –The topic of knowledge retention represents an underresearched field of study (Hislop, 2013); a situation that refers to all organizations, regardless of size. If one addresses the study of knowledge retention in small and medium-sized enterprises (SMEs), however, there is a particular shortage of research. Against the prevalence of SMEs, this situation is unsatisfactory. Therefore a better understanding of knowledge retention is important both in practice and in theory. Accordingly, the purpose of our study is to increase our understanding of how SMEs retain critical knowledge. The paper deals with the following issues: How is knowledge treated in the company? How is critical knowledge retained? What methods are applied in order to retain relevant knowledge? How is knowledge shared in the company? Design/methodology/approach – Taking the purpose of our study, we selected an explorative (qualitative) research approach. As research technique, we chose qualitative interviews as this technique allows us to gather data about the participants’ point of view (Bryman, 2012). More precisely, we conducted semi-structured interviews with organization members (i.e. executive and regular staff) from five Austrian SMEs operating in the building and construction industry. Originality/value – This study provides fresh insights into knowledge retention in SMEs. The findings advance the limited body of knowledge regarding knowledge retention in SMEs and also contribute to the further development of the study of knowledge management in SMEs. Practical implications – Based on the study’s findings we derive suitable measures to better manage the process of knowledge retention in SMEs. These measures may be useful for SMEs operating in other industries as well.

Purpose – Competences play a very important role in determining effectiveness and efficiency of work performance inside different organisations. If competences are used in combating money laundering and terrorism financing, question becomes even more complex and delicate. Bank operators are at forefront in combating financial crimes, so training activity to them addressed could be a strategic tool if designed – but especially evaluated – promoting knowledge retention and preventing or limiting knowledge leakage. This paper aims to review some training evaluation models to figure out which would be most effective, considering training programs on anti-money laundering and combating terrorism financing in banks. Design/methodology/approach – Reviewing training evaluation models will allow to making comments on their potentialities in promoting knowledge retention and limitation of knowledge leakage in bank operators. To achieve this goal, we will apply a deductive approach to obtaining information from extant literature over the years engaged in study and criticism of training evaluation models. These information will be organized in order to rank reviewed models according to criteria based on the features that should have an effective training evaluation model in theme of anti-money laundering and combating terrorism financing in banks. Originality/value – In this work, a different point of view on training evaluation is proposed, considering the field of anti-money laundering and combating terrorism financing in a particular type of organisation such as banks. Practical implications – This paper calls for an increased use of the evaluation of training programs in organizations, in the hope that it becomes an established practice, especially in banking sector and with reference to issues such as combating money laundering and terrorism financing, which go beyond mere business borders involving security and stability of entire economic system.

Purpose – The strategic management literature emphasizes the importance of organizational knowledge, especially in terms of maintaining competitive advantage. To pay attention on organizational knowledge is over time a critical issue, especially in the phase of generational change, where the replacement of the entrepreneur can cause a leakage of knowledge that could invalidate the process of value creation. It’s necessary to avoid the leak of knowledge across the organization’s boundaries (Brown and Duguid, 2000, Coles et al., 2006). The paper aims to identify the ways used by some entrepreneurs to manage knowledge leakage in family businesses, during the process of generational change. Design/methodology/approach – Due to the explorative nature of this study, the paper follows a qualitative research design using different organization cases. Some local important firms involved in the generational change are interested. The purpose of each interview was to determine how each organization manages and controls knowledge leakage in the generational change. Originality/value – The paper contributes to improve understanding of the impact and ways in which entrepreneurs in family businesses manage knowledge leakage. We think also that this methodology could put in evidence some interesting elements that can contribute to reducing the leakage of knowledge in the complex process of generational succession in SMEs. Practical implications – The outcome of this study provide implications for future research on the role and the impact of knowledge leakage in the growth of family firms specifically linked to the stage of generational change; in addition, it’s possible to suggest and test the empirical tools that can be used in organizations, in order to avoid or manage knowledge leakage.

Purpose – We explore how experts involved in virtually organized complex problem solving balance between sharing and protecting tacit knowledge. Complex problem solving requires that multiple experts with specialized knowledge share and combine their tacit knowledge for co-created solutions. However, the personal, complex, and hard to codify nature of tacit knowledge as well as the virtual interaction make tacit knowledge sharing difficult. Secondly, different professional cultures and the lack of face-to-face interaction complicate complex problem solving. Thirdly, the individual experts may be cautious of sharing their personal knowledge in the absence of face-to-face contact, because of insecurities related to accuracy and relevance of knowledge, and be afraid of losing their future value capturing potential. Research design and methodological approach – Our research question is stated as How do experts share and protect tacit knowledge on virtual problem solving platforms? We shortly review earlier research on tacit knowledge sharing and protection. Thereafter we study individual expert tacit knowledge sharing and protection in the Case Firm Alpha digital problem solving platform. We collect qualitative data by interviewing problem solving project team members and analyse the data inductively. Value/novelty – Research on tacit knowledge sharing on virtual platforms is still scarce and research on individual expert knowledge protection even more rare. Practical implications – The topic is highly relevant for knowledge-based network economy, and the various approaches in leveraging dispersed expert knowledge across organizational and professional borders. Also, the use of digital platforms, the development of collaborative tools and increasing “freelance economy” makes understanding how to manage individual level tacit knowledge sharing and protection critical.

Purpose – This paper presents new empirical evidence for a renewed regional policy aimed at promoting local sustainable economic development (LSED) able to overcome the standard approach of simple marshallian externalities (e.g., cultural districts). Specifically, according to Mazzuccato (2013, 2015), we believe that a confident and patient “entrepreneurial regional authority” is needed to take on the early, capital-intensive stages of the value chains characterized by higher risks and uncertainty (R&D, creativity, etc.). This renewed role for the public authorities – that goes beyond the steady state assumption of fixing market failures – is particularly needed in those areas where unfavorable wage gaps actually hamper agglomeration and private firms are reluctant in promoting long-run investments. Operationally, we present some case studies of the ongoing process concerning the development of “Environmental and Cultural Systems” (ECS) in the Apulia Region. A preliminary set of policy recommendations are depicted in the conclusions. Design/methodology/approach – Firstly, after a brief introduction of the notion of smile curve, we propose a new conceptual framework to assess the complex links between culture/creativity and LSED overcoming the standard approach of simple marshallian externalities (e.g., cultural districts). Then, we focus on the Apulian SAC case studies to assess the actual degree of coherence of the on-going process with the above framework as well as its preliminary achievements on the local territories (e.g., social and cultural capital, entrepreneurship, management, etc.). Lastly, we propose a first set of recommendations to be considered in defining the Apulia Region 2014-2020 policies for the development of Environmental and Cultural Systems” (ECS) and creative industry Originality/value – The added value of this paper stands in proposing a new conceptual framework able to link culture/creativity and local development as well as an empirical applications by assessing some case studies of the Apulian Environmental and Cultural Systems” (ECS) in the framework of 2007-13 regional planning process. Practical implications – The outcomes of the paper will be the following: a new conceptual framework for a cultural-based LSED; an empirical assessment of one of the pillar of the Apulian regional planning process in the framework of the ERDF 2007-13; a set of policy recommendations for the new 2014-20 EU regional planning process.

Purpose – The paper examines how the art based practices driven from improvisational theatre could help in conceptualizing and shaping creative organization. Design/methodology/approach – The paper draws from literature and practice of improvisational theatre to form a framework to enhance creative organization, which is also understood as organizing for creativity. They study illustrates through two cases the framework, and explore how the practices of improvisational theatre (collective improvisation) could enhance it. Originality/value – This methodology puts in evidence conceptualization of creative organization from novel point of view i.e. from point of view of organizing for creativity. Practical implications – The outcomes of the application provide a framework for management to understand and enhance creative organization, and to utilize the art based practices, specifically from improvisational theatre, to foster it. Hence, organizing for creativity is basically key for creative organization, and it means ability of swiftly organize for emerging needs.

Purpose – The purpose of this paper is to deepen understanding of the nature of collective creativity within ensembles in the arts. Research has established creativity as being related mostly to the individual (e.g. Kurtzberg and Amabile, 2001). On the other hand, innovation has largely been treated as an organizational level construct, while neglecting the moments when collective creative insights occur (Hargadon and Bechky, 2006). Creativity and innovation on the collective level relies on group processes and collaboration. Studies on ensembles in arts increase our understanding of group interaction that produces creative outputs (Hatch, 1999; Murnighan & Conlon, 1999; Sawyer, 1999). However, little research has been done to understand the nuances of interaction processes that produce collective creativity. Thus, this paper studies interaction patterns across different arts ensembles. Methodology – Data for this research came from semi-structured in-depth interviews with 12 expert practitioners. The participants came from the disciplines of music, theatre, dance and fine arts. The data were approached against a framework, consisting of three overarching themes: Vision and Purpose; Ensemble structure, member skills, artistic materials, context; and Leadership and intensity of interactions. Originality/value – The results show that the overarching theme of “Leadership and intensity of interactions” is key in understanding moments of collective creativity. Those emphasizing the collective interaction before individual skill expressed much greater likelihood of collective creativity emerging. In addition, this study shows the distinctiveness of different art forms and how individual and collective creativity is understood through ensemble practices. Practical implications – The framework on collaborative working can be applied in any organisation aiming at collective creativity processes.

Purpose – The hacker culture is a contemporary subculture representing a technology-based extension of the DIY/DIT (do it yourself/do it together) culture. Corresponding DIY-projects are typically motivated by fun and self-fulfilment and not primarily by external stimuli. Nevertheless many new companies have emerged as a result of the hacker culture based on new products. In fact this subculture stresses unique and innovative applications of technologies, and encourages invention and prototyping. However, there seems to be a lack of knowledge on the relationship between hacker culture, entrepreneurship, and business innovation. The purpose of the present study is to address this gap and to develop insights into the hacker culture and its intersections with entrepreneurship and business innovation. Design/methodology/approach – To explore the research question, a multiple case study approach is used, which is especially useful in exploring the complexities of the entrepreneurial process. Data from five hacker projects was collected through a combination of structured interviews and secondary data. For the study a qualitative content analysis is appropriate as a method for analyzing the in-depth interviews. Originality/value – Compared to entrepreneurs in general, hackers show very particular motivation. Driving force behind the projects seems to be the wish to create something new, which has not existed before, which provides better solutions or at least outperforms existing products. Furthermore hackers typically understand a start-up process as a sequence of creative learning, just like technical problem solving. Trial and error is seen as precondition for improvement and therefore error tolerance seems to be fundamental. Practical implications – Hackers, makers, tinkerers, engineers, artists, and other creative people who pursue own ideas with the intention to build their own business can unquestionably be categorized as entrepreneurs – even if they occasionally do not like terms such as businessman/businesswoman and rather prefer denominations such as bricoleurs or hackers. After all, it is not the question whether to be a hacker or to be an entrepreneur but instead the question is if to be a hacker and an entrepreneur. The study shows examples of so called `maker entrepreneurs´, which means persons or teams which feel related to the hacker community in terms of sharing ideas and sharing knowledge, but also feel the passion to generate new ideas, to solve problems in a new way, and to bring their ideas to the market.

Purpose – The paper explores the entrepreneurial nature of knowledge workers in relation the imperatives and specificities of our knowledge-based economies. The study strives to provide a holistic framework for better understanding the emergence and nature of knowledge-based entrepreneurship. In the industrial age the owners of tangibles assets such as land, physical and financial capital are the entrepreneurs. In the knowledge age, knowledge is the major input for value creation in organisations, and the owners of this intangible asset, referred to as knowledge workers are understood as potential entrepreneurs alike. Knowledge is a widespread asset that dilutes the potential of entrepreneurship at different levels. This is allowed and reinforced by the prevalence of easier and more accessible information and communication technologies. Design/methodology/approach – A three-level approach is elicited in order to gain a better understanding of the prevalence of knowledge-based entrepreneurship in our contemporary economies: a macro, a meso and a micro level of analysis. The macro level relates to the current knowledge-based paradigm that defines the general framework where activities unfold. A particular focus is given to the role played by technology in fostering knowledge-based entrepreneurship. The meso level investigates how organisations fit into this framework and how they influence it in turn. The theme of organisational knowledge-intensity is explored. The micro level is concerned with understanding the nature and actions of knowledge-based entrepreneurship and addresses specifically knowledge workers. Originality/value – This paper contributes to the existing body on knowledge workers and their entrepreneurial nature. It provides a holistic framework suggesting that knowledge-based entrepreneurship should be understood holistically. This contribution also emphasise that any knowledge worker is a potential entrepreneur in knowledge economies. He or she is not exclusively involved in creating a firm or leading one but he or she can also be involved in generating new activities within large corporations. Ubiquitous technologies provide infinite possibilities for learning, strengthening one’s knowledge base and innovating. Finally, the uncertainties and constant changes characterising our economies require constant adaptation through creativity and risk taking. Practical implications – The holistic perspective explored in the study provides a framework where the most important features of knowledge-based entrepreneurship are introduced. It offers then a base for reflection and action for managers concerned with increasing firm’s competitiveness while relying on intangible assets.

The study examines the relationship between entrepreneurship, culture and access to finance with the intention of proposing a framework within which this 3-way relationship could be understood and applied to different contexts. Although there has been a growing number of studies on the relationship between entrepreneurship and culture, much less is known about how this relationship in turn affects access to finance. We locate our study in Tunisia, a country, with a relatively high score of ease of doing business, but which does not score as highly around two specific indicators: starting a business and accessing credit. This prompts enquiry into how Tunisian economic agents such as start-up entrepreneurs and financial institutions operate in order to optimize on the increasing post-revolution fund flows and to create an inclusive and entrepreneurial private sector led economy. The information and communication technology (ICT) sector is selected because of its perceived ability to draw out culturally-constructed norms and practices and also because it captures the “millennial” generation that triggered the Arab Spring uprising. Relevant models such as those by Hofstede and Hofstede (2005) are used in conjunction with ethnographic field research that allows for mapping of key culturally-constructed norms and practices from both the demand and supply side. The study finds that culture is not only a major determinant of business start-up but also access to finance. Causality is however not unidirectional. Entrepreneurship amongst the millennial generation exerts influence on social and business culture, but not so much on financial sector practice which is still predominantly in the hands of a more conservative and older generation. Access to finance does not appear to have as much effect on entrepreneurship as was originally thought. Specific implications for the Tunisia case are presented. Choke point interventions are suggested, with some suggesting shifts towards increasingly targeting specific aspects of culture and not just business.

Purpose – Innovation in services continues to be recognised as a mean of retaining a competitive advantage whilst the role of service employees in initiating innovation is increasingly signified in terms of enhancing customers’ perceptions of quality and also suggesting ideas that can lead to innovations (Rubalcaba et al., 2012). The input of service employees into the innovation process is perceived inconsistently in the literature, reflecting a lack of theoretical uniformity to determine employee-driven service innovation. An emerging line of research, however, focused on employees’ role in service encounter-based innovation (i.e. Toivonen and Tuominen, 2009; Sundbo and Toivonen, 2011); the service encounter-based innovation conception was originally derived from the user-driven innovation theme in the innovation management literature and emerged as a contemporary research line in the service innovation literature. Service encounter-based innovation denotes service innovation as developing from ideas, knowledge or practices derived from frontline service employees’ meetings with users during the service delivery process (Sørensen and Jensen, 2012). Respectively, this paper intends to investigate further the role of employees in initiating service encounter-based innovation through the lens of innovative behaviour proposition. By doing so, this paper also aims to compare and contrast the research findings with the theoretical framework of (Sørensen et al., 2013) that determined an integrative relationship between practice-based and management directed innovation. Design/methodology/approach – A qualitative case-study research strategy, which compared between two case studies of personal-interactive service companies, was applied to achieve the objectives of the study. The application of qualitative case-study research allowed closer assessment and observation while the researcher was directly present within the service delivery environment. The combining of qualitative research methods, such as semi-structured interviews, review of archival records and direct observation, was applied to congregate evidence of employees’ innovative behaviour patterns from multiple perspectives. Originality/value – This paper adds further insight by verifying the nature of service employees’ innovative behaviour and its contribution in initiating service innovation. The findings also identify the influence of contextual determinants in nurturing or inhibiting service employees’ innovative behaviour. Practical implications – Practical implications and recommendations for management to nurture service employees’ innovative behaviour are presented based on the study findings. The practical recommendations provide managers working within personal-interactive service companies with sensible measures to nurture innovative behaviour among employees.

Purpose – The main objective of this paper is to describe the use of Food Waste Hierarchy and to identify critical factors for improving surplus food redistribution in food manufacturing companies. Design/methodology/approach – In this research, multiple case study methodology is used. Questionnaires for semi structured interviews are prepared based on an extensive literature review and adapted after expert opinions. The interviews are conducted mostly with the supply chain and logistics managers of food manufacturing companies operating in northern Italy. Originality/value – Although many studies focus on quantification of food losses and many others in food insecurity in developed countries, surplus food redistribution for social purposes, which is considered as a possible answer to reach food security by reducing food losses, hasn’t been studied thoroughly. Practical implications – This paper studies surplus food management in food manufacturing companies aiming to help firms improving current practices, to help nonprofit organizations to collect and distribute a greater amount of food and to provide input to policy makers for innovation of current policies related to surplus food redistribution to reduce food insecurity in their community.

Purpose – The overall aim of this work is to frame the value creation process within the sustainable growth strategies. The paper proposes an accounting-based framework that is able to detect whether a firm is pursuing a sustainable strategy or not. The framework is applied to a case study: the Loccioni Group. This work continues a research already started from a theoretical point of view by the same authors (Iazzolino and Laise, 2014). Design/methodology/approach – Building on two previous works by the same authors (Iazzolino and Laise, 2013; 2014), the proposed framework starts from the analysis of the Value Added (VA) created by the firm and of its components: (i) HC – Human Capital and (ii) SC – Structural Capital, the last measuring the value created for all capital investors (within which there are also the shareholders). In order to evaluate the sustainability of a strategy, the time trend of the VA and its composition is analyzed. Findings – From results of application of the methodology on the case study it emerges that the Loccioni Group is pursuing a sustainable strategy. The firm is following a “win-win” strategy. Originality/value – The originality and the value of our methodological proposal can be appreciated by taking into account that in the literature there is no accounting-based methodology that is able to evaluate the sustainability of a strategy. The VA and its composition, together with other Key Performance Indicators (KPIs), allows the sustainability of a strategy to be defined. Practical implications – Managers underestimate the importance of a performance measurement that takes into account advantages in terms of intangibles (human capital, structural capital, relational capital). Our approach makes it possible to highlight the effects of sustainable strategies based on knowledge investments oriented towards the Stakeholder Value Theory and Corporate Social Responsibility (CSR).

Purpose – The aim of this study is to propose a method to measure the Corporate Social Responsibility (CSR) identity (Otubanjo, 2013) of a firm. Using this method, based on a fuzzy logic expert system, it is possible to generate a comprehensive rating for the assessment of the sustainability of a firm. In fact, to ensure that a firm is CSR-compliant, it is important to express CSR principles in terms of measurable variables. Up to now, measurement has been hampered by a lack of clarity in theoretical frameworks and empirical methods for the CSR construct. Design/methodology/approach– The analysis model is formalized through an FES (fuzzy expert system). The algorithm of the FES aggregates multicriteria evaluations of a problem. The assessments of behaviour and the resulting decisions are represented in blocks of rules, drawn up by an inference engine in fuzzy logic. The FES unites the ability of an expert system to simulate the decision-making process with the uncertainty typical of human reasoning, which is present in fuzzy logic. The main structure of the model is based on the aggregation of three components: human capital (HumanCap), strategy (Strategy) and reporting (ESGrep: Environmental, Social and Governance reporting). Originality/value – Despite the spread of CSR practices among firms, there is not a commonly accepted method of measuring sustainability. Moreover, although Environmental social governance (ESG) rating agencies provide CSR ratings, their methodologies have certain weaknesses. Considering the growing importance of socially responsible financial markets, this topic may prove to be of vital importance, above all for decision-makers in the management of their investments, by remedying the deficiencies in methodologies used by sustainability rating organizations. We also think that fuzzy logic methodology is an appropriate way of assessing sustainability because of the “fuzzy” nature of sustainability. Practical implications – The outcome of the application is a system designed to measure the CSR identity of a firm. On the management side, the possibility to identify the determinants of the different CSR intermediate indicators making up the final CSR index would allow CSR-compliant managers to use this information for decision-making purposes.

Purpose – Nowadays, interest on football industry is increasing enough to influence the structure of the sector and the nature of the sport. The need to hire specialized managers with distinctive skills has emerged. It is necessary to evaluate managers’ performance, in order to define if the firm objectives are in compliance with managers’ ones. However, traditional models are based on profits maximization and sporting performance maximization under a defined budget. They are not able to properly explain the reality because these tools do not consider every aspects of the football industry. Therefore, a new managers’ objective function and new managerial tools have to be identified. The research aims to determine an innovative model based on intellectual capital, able to evaluate managers’ performance. Design/methodology/approach – The research proposes a quali-quantitative method with an empirical application. The study identifies intellectual capital development as determinant of clubs success. The intellectual capital of professional football clubs has been identified in three components: the first team players, the brand and the right of qualification for the competition on sporting merit. In order to check if intellectual capital could represent a management control system, the traditional objective-function of professional football clubs have been analysed and an application of the intellectual capital model has been carried out on seven Italian Serie A football clubs. For each club, the components of intellectual capital have been identified considering 2011/2012 and 2012/2013 seasons. Originality/value – This methodology provides a control system of managers’ performance for company ownership. The competition between football clubs is very intensified and it is necessary to invest in managers’ skills efficiency to improve intellectual capital value of football clubs. In this perspective, the originality of the research is to offer a practical application of intellectual capital as a management control system. The research aims to demonstrate that the intellectual capital objective function could strike a balance between sporting performance maximization and economic result maximization. Practical implications – The outcomes of the application of the new model based on intellectual capital allow to define a new use of it as an evaluation tool for football clubs’ managers, overcoming the traditional models, which do not consider the job of manager. Furthermore, the new objective function defined by the research allows managers to make strategic decisions finalised to achieve clubs success in compliance with ownership aims.