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Purpose– This paper aims to set up a natural experiment as action research and to develop a framework of cognitive distance of informants to improve the initiation of service encounter-based innovation.Design/methodology/approach– Natural experiment as action research in one Scandinavian case company is used. This paper includes a longitudinal study over 10 month's duration.Findings– An organisational support system and an improved front-office innovation climate were set up which generated a new system for information gleaning. A framework of cognitive distance was induced from transcriptions of interviews and transcriptions.Research limitations/implications– Only one Scandinavian company and a limited number of informants were activated. Also, the time period only included the initiation phase of service encounter-based innovation.Practical implications– Three different strategies are suggested to respond to different types of word-of-business.Social implications– Cognitive distance is a generic concept which relates to all human interaction and communication. It can explain why it is so difficult to "get things across".Originality/value– This paper presents a new theory in an emerging innovation field, open/user-driven innovation. Theory from business marketing, service encounter and innovation is also used.

Sharing activities underpinned by the technologies of the Internet have become dominant in the activities of individuals, business and governments. Recently, such sharing activity has grown from information and media content to wider resources, including money, physical goods and services - coined collaborative consumption. Sustainability is often cited as a key driver, underpinned by economic, social and environmental benefits. If successful, the sharing of such resources is likely to have a potentially disruptive impact on incumbents in traditional supply chains. However, given the embryonic state of its development, it is perhaps not surprising that collaborative consumption is not well understood in research or practice. With this in mind, this study undertook a four-stage Delphi study with 25 experts in order to identify the key drivers, inhibitors and likely future developments in collaborative consumption over the next 10. years. A key finding was that environmental concern (sustainability) was considered of minor importance. The paper rounds-off with conclusions and implications for practice and further research.

l'Inspection Panel della Banca Mondiale è stato il primo meccanismo indipendente (IAM) finalizzato a ricevere denunce da parte di persone che lamentavano un danno derivante dalla potenziale mancanza di sostegno alle politiche e alle procedure delle istituzioni finanziarie internazionali. Dal 1993 il Panel ha trattato denunce riguardanti i progetti della Banca Mondiale su richiesta delle comunità interessate e ha contribuito a porre rimedio ai relativi danni. l'articolo descrive dettagliatamente questi risultati, con particolare riguardo all' "apprendimento istituzionale", soffermandosi inoltre sulla collana Emerging Lessons Series del Panel stesso, una serie di pubblicazioni recenti che riassumono le esperienze derivanti da casi relativi a: reinsediamento involontario, popolazioni indigene, valutazione ambientale, consultazione e divulgazione. l'articolo si conclude con una discussione dei recenti miglioramenti apportati all'attività del Panel, sottolineando il suo ruolo nel promuovere comportamenti responsabili attraverso le procedure operative adottate e il successivo "apprendimento istituzionale".