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Consumer forgiveness is an important concept in service failure and recovery research. To advance knowledge and develop future research agenda in this domain, this paper provides a systematic review of the literature on factors influencing consumer forgiveness while adopting the customer journey perspective.

Using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol, a systematic literature review (SLR) was conducted of 102 peer-reviewed journal articles, on factors influencing consumer forgiveness, published between January 2000 and December 2020.

The authors' analysis offers a detailed account of the factors influencing consumer forgiveness across the three stages of the service journey: pre-transgression, transgression and recovery. From the review, the authors identified significant gaps relating to the interactions between the relevant factors influencing forgiveness throughout the various stages of the consumer service journey. Based on the findings, the authors offer several research questions to help managers optimize customer forgiveness following a service failure throughout each stage of consumer service journey.

The authors' review synthesizes the literature on factors contributing to consumer forgiveness and integrates these factors into the customer service journey. The authors' findings inform directions for future research and provide insights regarding the measures that service providers should take to understand and encourage consumer forgiveness.

Ports, as one of the important links between different modes of transport within the logistics chain, have special essence since their efficiency and competitiveness will certainly have an impact on the chain, and hence the national and regional economy. Vietnam, as a developing country gradually integrating into the regional and global economy, is rationalizing its economic sectors, including transportation. In this environment, ports play a vital role for the purpose of achieving comparative advantages in the international market. However, the Vietnamese port system is burdened with outdated work practices, low efficiency and poor competitiveness compared to other ports in the region. This paper identifies some of the problems in the Vietnamese port system and proposes strategies to address them.

Man has been seeking an ideal existence for a very long time. In this existence, justice, love, and peace are no longer words, but actual experiences. How ever, with the American preemptive invasion and occupation of Afghanistan and Iraq and the subsequent prisoner abuse, such an existence seems to be farther and farther away from reality. The purpose of this work is to stop this dangerous trend by promoting justice, love, and peace through a change of the paradigm that is inconsistent with justice, love, and peace. The strong paradigm that created the strong nation like the U.S. and the strong man like George W. Bush have been the culprit, rather than the contributor, of the above three universal ideals. Thus, rather than justice, love, and peace, the strong paradigm resulted in in justice, hatred, and violence. In order to remove these three and related evils, what the world needs in the beginning of the third millenium is the weak paradigm. Through the acceptance of the latter paradigm, the golden mean or middle paradigm can be formulated, which is a synergy of the weak and the strong paradigm. In order to understand properly the meaning of these paradigms, however, some digression appears necessary.

Presents over sixty abstracts summarising the 1999 Employment Research Unit annual conference held at the University of Cardiff. Explores the multiple impacts of globalization on work and employment in contemporary organizations. Covers the human resource management implications of organizational responses to globalization. Examines the theoretical, methodological, empirical and comparative issues pertaining to competitiveness and the management of human resources, the impact of organisational strategies and international production on the workplace, the organization of labour markets, human resource development, cultural change in organisations, trade union responses, and trans‐national corporations. Cites many case studies showing how globalization has brought a lot of opportunities together with much change both to the employee and the employer. Considers the threats to existing cultures, structures and systems.

This paper aims to analyse how both Lin’s birthplace identity and his Christian identity contributed to his fruitful public career and to ascertain which identity became the most significant.

Archival research is the main method used in this paper. The most important archives drawn from are the Daniel Tse Collection in the Special Collection and Archives of the Hong Kong Baptist University Library. Oral history has also been used in this paper to uncover more material that has not yet been discussed in existing scholarly works.

This paper argues that although Lin’s birthplace identity and social networks helped him to start his business career in Nam Pak Hong and develop into a leader in the local Chaozhou communities, these factors were insufficient to his becoming a respectable member of the Chinese elite in post-war Hong Kong. He became well known not because of his leading position in local Chaozhou communities or any great achievement he had obtained in business but because of his contribution to the development of Christian education. These achievements earned him a reputation as a “Christian educator”. Thus Lin’s Christian identity became more important than his birthplace identity in contributing to his successful public career.

This paper has value in showing how Christian influences interacted with various cultural factors in early Hong Kong. It also offers insights into Lin’s life and motivations as well as the history of the institutions he contributed to/founded. It not only furthers our understanding of the Chinese Christian business elite in early Hong Kong but also provides us with insights when further studying this group of people in other British colonies in Asia.

Globalisation is generally defined as the “denationalisation of clusters of political, economic, and social activities” that destabilize the ability of the sovereign State to control activities on its territory, due to the rising need to find solutions for universal problems, like the pollution of the environment, on an international level. Globalisation is a complex, forceful legal and social process that take place within an integrated whole with out regard to geographical boundaries. Globalisation thus differs from international activities, which arise between and among States, and it differs from multinational activities that occur in more than one nation‐State. This does not mean that countries are not involved in the sociolegal dynamics that those transboundary process trigger. In a sense, the movements triggered by global processes promote greater economic interdependence among countries. Globalisation can be traced back to the depression preceding World War II and globalisation at that time included spreading of the capitalist economic system as a means of getting access to extended markets. The first step was to create sufficient export surplus to maintain full employment in the capitalist world and secondly establishing a globalized economy where the planet would be united in peace and wealth. The idea of interdependence among quite separate and distinct countries is a very important part of talks on globalisation and a significant side of today’s global political economy.

This monograph contains abstracts from the 2005 Employment Research Unit Annual Conference Cardiff Business School, Cardiff University, 6‐7th September 2005

The purpose of this paper is to assess the intra-party conflicts in Hong Kong’s Democratic Party (DP) and their implications for broader democratic processes in the territory. It also examines some other thematic issues including: the party’s policy decision-making process, candidate selection, party membership and mergers, and their overall relevance for democratisation in Hong Kong.

The study gives a historical review of intra-party conflicts. The concept of factionalism is applied to better understand the DP in Hong Kong’s political space.

Hong Kong is unique and popular models of party conflicts are hardly applicable to the country. Intra-party conflict is an obvious, expected conflict because of differences in formation, leadership, manifestoes and ideologies. The present author tries to examine the case with a view to making a novel contribution.

The study of political factionalism is not uncommon in Hong Kong but this paper intends to study intra-party elite conflicts and self-democratisation of the Hong Kong DP as a case study which is seldom addressed. Consolidation is a possible scenario and its presence is evident when political elites increasingly demonstrate commitment towards creating a democratic regime and when they hold strong beliefs in democratic procedures and institutions as crucial to governing public life.

India gained her political independence in 1947 from British rule. The new democracy chose non‐alignment, installed a large national government and legislated protectionist policies, which kept out most foreign products that almost led to economic isolation. The political leaders believed that protectionism would make India self‐reliant and eventually improve the standard of living especially for the poorer Indians. While other Asian countries were encouraging foreign capital and multinationals, India was doing its best to keep them out (Business Asia, 2000). Although India moved towards self‐reliance, the lack of competition hindered the country’s own economic and technological developments. As a result the market was forced to accept local products that were often inferior or old‐fashioned. For example, until recently the leading car on India’s road was “Ambassador”, a reproduction of a British design from the early 1950s that was bulky and a gas‐guzzler.

Devotes the entire journal issue to managing human behaviour in US industries, with examples drawn from the airline industry, trading industry, publishing industry, metal products industry, motor vehicle and parts industry, information technology industry, food industry, the airline industry in a turbulent environment, the automotive sales industry, and specialist retailing industry. Outlines the main features of each industry and the environment in which it is operating. Provides examples, insights and quotes from Chief Executive Officers, managers and employees on their organization’s recipe for success. Mentions the effect technology has had in some industries. Talks about skilled and semi‐skilled workers, worker empowerment and the formation of teams. Addresses also the issue of change and the training that is required to deal with it in different industry sectors. Discusses remuneration packages and incentives offered to motivate employees. Notes the importance of customers in the face of increased competition. Extracts from each industry sector the various human resource practices that companies employ to manage their employees effectively ‐ revealing that there is a wide diversity in approach and what is right for one industry sector would not work in another. Offers some advice for managers, but, overall, fails to summarize what constitutes effective means of managing human behaviour.