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The purpose of this paper is to evaluate the organisational impact of the New to Forensic Mental Health education programme, developed for use across all forensic services in Scotland. To date, 267 have been trained as a trainer or mentor; 502 have completed the programme and 375 are yet to complete. The programme is designed to promote self‐directed learning and is multi‐disciplinary and multi‐agency in approach. It includes case studies and problem‐based learning relating to patients in a variety of settings, from the community to high secure care.

As part of a larger longitudinal study to assess the value of this New to Forensic Mental Health education programme, organisational impact was assessed using semi‐structured interviews with (n=13) senior staff working in forensic services. Participants were purposively selected for interview.

Transcripts were analysed using thematic analysis, which revealed three themes: “Acquiring knowledge: what you learn and how you learn”, “Developing skills” and “Shift in attitudes and behaviour”. The results demonstrate the positive impact the programme has had at an organisational level and what changes can occur when staff become more knowledgeable, skilful and confident. The implications for practice, along with the limitations of the study, are discussed. One of the weaknesses of this type of analysis is that it is always dependent on the analyst's interpretation, and is thus the product of that person's bias, filters or prejudices.

This evaluation is one of the limited few that explore organisational impact of an education programme.

The purpose of this study was to identify new challenges to organizational listening posed by a global pandemic and how organizations are overcoming those barriers.

The researchers conducted 30 in-depth interviews with US communication management professionals.

Communication management professionals value listening, but do not always make it the priority that it merits. They listed lack of desire of senior management, time, and trust of employees as barriers to effective organizational listening. The global COVID pandemic has made it more challenging to connect to employees working remotely and to observe nonverbal cues that are essential in communication. Organizations are adapting by using more frequent pulse surveys, video conferencing technology and mobile applications. Most importantly, this pandemic has enhanced moral sensitivity and empathy leading organizations to make decisions based on ethical considerations.

The researchers examined organizational listening applying employee-organization relationships (EOR) theory and found that trust is essential. Trust can be enhanced through building relationships with employees, ethical listening and closing the feedback loop by communicating how employers are using the feedback received by employees to make a positive change.

Communication managers need to place a higher priority on listening to employees. Their listening efforts need to be authentic, morally autonomous or open-minded, and empathetic to respect the genuine concerns of employees and how organizational decisions will affect them. Listening is essential to serving as an ethical and effective strategic counselor.

The study examines organizational listening in the context of a global pandemic.

This paper aims to review past papers focused on understanding consumer-related topics in marketing and related interdisciplinary fields to demonstrate the applications of electroencephalogram (EEG) in consumer neuroscience.

In addition to the review of papers using EEG to study consumer cognitive processes, the authors also discuss relevant decisions and considerations in conducting event-related potential (ERP) studies. Further, a framework proposed by Plassmann et al. (2015) was used to discuss the applications of EEG in marketing research from papers reviewed.

This paper successfully used Plassmann et al.’s (2015) framework to discuss five applications of neuroscience to marketing research. A review of growing EEG studies in the field of marketing and other interdisciplinary fields reveals the advantages and potential of using EEG in combination with other methods. This calls for more research using such methods.

A technical overview of ERP-related terminology provides researchers with a background for understanding and reviewing ERP studies. A discussion of method-related considerations and decisions provides marketing researchers with an introduction to the method and refers readers to relevant literature.

The marketing industry has been quick to adopt cutting edge technology, including EEG, to understand and predict consumer behavior for the purpose of improving marketing practices. This paper connects the academic and practitioner spheres by presenting past and potential EEG research that can be translatable to the marketing industry.

The authors review past literature on the use of EEG to study consumer-related topics in marketing and interdisciplinary fields, to demonstrate its advantages over-traditional methods in studying consumer-relevant behaviors. To foster increasing use of EEG in consumer neuroscience research, the authors further provide technical and marketing-specific considerations for both academic and market researchers. This paper is one of the first to review past EEG papers and provide methodological background insights for marketing researchers.

The purpose of this paper is to discuss recent developments in neuroscientific methods and demonstrate its potential for the service field. This work is a call to action for more service researchers to adopt promising and increasingly accessible neuro-tools that allow the service field to benefit from neuroscience theories and insights.

The paper synthesizes key literature from a variety of domains (e.g. neuroscience, consumer neuroscience and organizational neuroscience) to provide an in-depth background to start applying neuro-tools. Specifically, this paper outlines the most important neuro-tools today and discusses their theoretical and empirical value.

To date, the use of neuro-tools in the service field is limited. This is surprising given the great potential they hold to advance service research. To stimulate the use of neuro-tools in the service area, the authors provide a roadmap to enable neuroscientific service studies and conclude with a discussion on promising areas (e.g. service experience and servicescape) ripe for neuroscientific input.

The paper offers service researchers a starting point to understand the potential benefits of adopting the neuroscientific method and shows their complementarity with traditional service research methods like surveys, experiments and qualitative research. In addition, this paper may also help reviewers and editors to better assess the quality of neuro-studies in service.

Drawing on the three flow-channel model and the stimulus–organism–response model, this research aims to understand how the influence of interactivity on purchase intention is mediated by the state of flow.

This research entails a neurophysiological experiment combined with a survey-based study. This study analyzes, first, participants' heart rate variability through the parasympathetic and sympathetic indexes during five different activities, and, second, the mediating effect of flow through a structural equation model.

This study contributes to research on the role of flow in interactive marketing. The findings reveal that flow state is associated with less stressful activities, such as navigating highly interactive websites and playing online games. This research confirms the mediating effect of flow between interactivity and purchase intention.

This paper contributes to interactive marketing and flow theory by combining traditional methods with a peripheral physiological technique that draws on neuroscience. In addition, it confirms the positive but indirect effect of interactivity on purchase intention in online contexts.

The purpose of this paper is to investigate the communication preferenc;s reported by different generations in the Indian workplace, as well as investigating the relationship between communication preferences, communication climate and employee satisfaction with the organizational communication. The authors therefore examined managers’ preferences for different communication media across two different generations, as well as their perceptions of the communication climate and their overall satisfaction with their organizations’ communication.

The authors tested an interaction model comprising ease of use of communication medium, communication climate and communication satisfaction, on 822 Indian managers belonging to two different generations. In doing so, they used a survey to investigate managers’ preferences for different media, their perceptions of the communication climate within their organizations and their overall satisfaction with the communication that takes place. The authors drew on studies on media richness theory, on communication climate and on inter-generational differences.

The findings show that while communication satisfaction in general was low across both generations, Generation Y employees recorded the lowest levels of satisfaction. In addition, a manager’s generational category does not moderate the relationship between media use and communication satisfaction, but it does moderate the relationship between communication climate and communication satisfaction. In terms of the ease of use associated with different types of media, the differences between the generations were largely stereotyped, although moderate media (VC, chat, voicemail) were preferred over rich media (face-to-face meetings) or lean media (fax, memos and emails), by all managers.

Senior management in India must shed their bureaucratic mind-set to promote openness in the communication choices that are considered acceptable, leading to more effective decision-making and problem solving. Mobile phones, chats, wikis, podcasts, video-conferencing and email should be officially embedded into the organizational communication culture to facilitate state-of-the-art knowledge management practices. More multi-generational teams and mentorship programmes need to be implemented to make a wider variety of media acceptable to all managers, which will in turn improve communication satisfaction.

This study is original in that it unpacks the influence of media use and communication satisfaction across Gen X and Gen Y, who will be moving into more senior positions in India in the next decade. In doing so, it provides a snapshot of organizational communication in an important emerging economy and provides recommendations as to how organizational communication may be made more effective in the future. Organizations in India and elsewhere can improve their organizational communication by enhancing transparency and by making a wider variety of media accessible, and therefore acceptable, to different generations of managers.

This paper aims to determine the importance of the human touch in customer service interactions.

The paper is based on two original studies using tech‐savvy respondents, utilizing a survey and scenario‐based research.

The paper finds that, even for tech‐savvy customers, human touch is an important factor in both customer satisfaction and behavioral intentions.

The study is limited to US respondents and telephone‐based service encounters.

This paper shows the importance of keeping some aspects of the human touch in customer encounters with the firm. Firms cannot rely on self‐service technology for all services.

This paper fulfills a gap in the existing services literature, with a specific focus on valuing human interaction in technology‐enabled service encounters.

Although customer satisfaction and loyalty have attracted a lot of attention in service management research, relatively few studies have examined the impact of waiting time and service quality on customer satisfaction and repurchase frequency. In this study, we model the relationships between customer satisfaction, repurchase frequency, waiting time and other service quality factors in fast food outlets. The results indicate that waiting time and other service factors such as staff attitude, environment, seat availability and food quality significantly influence the customers’ return frequency. Results also show that waiting time, staff attitude, food quality and food variety all significantly affect customer satisfaction. It is also found that the significance of the relationship depends on the timing of the visits. These models will help managers to understand the critical factors that influence customer loyalty and satisfaction in the fast food industry and help them make improvements accordingly.

Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce duration may be experienced by customers as an increase in the pace of the service encounter. While achieving a reduction in duration may be appealing from a revenue perspective, will customers' perceptions of the resulting pace of the service encounter negatively impact their satisfaction? The aim of this paper is to propose that, in the context of restaurant experiences that are hedonic and extended in nature, the overall relationship between perceived service encounter pace and satisfaction follows an inverted U‐shape.

Respondents were asked to recall a recent (i.e. within the last three weeks) restaurant experience, write a description of that experience, and then complete scales that measured their perceptions of pace and satisfaction with the experience.

The relationship between perceived pace and satisfaction has an inverted U‐shape. This holds both at the level of the overall service encounter and by service stage within the encounter. The effect of perceived pace on satisfaction is moderated by service stage, with a greater tolerance of a faster pace during the post‐process stage than during the pre‐process or in‐process stages.

The results of this study have implications for the application of revenue management strategies for duration control. Management need to consider the negative effect that service encounter pace can have on consumer satisfaction. Service stage should also be factored into strategy development for duration control.

This paper extends the wait time literature, demonstrating that as the perceived pace of the service encounter increases, satisfaction increases, but only up to a point, beyond which it decreases as perceived pace continues to increase.

The main goal of this paper is to systematically evaluate the bibliographic production on neuromarketing from 1945 to 2018, with an emphasis on consumer behavior, to identify possible convergence of interests among health and marketing fields.

This article was based on a systematic literature review (SLR) with the intention of investigating research related to neuromarketing by means of network analysis of citations.

The research reveals that there are formed networks in the health and management areas, but they are insufficient to enhance the neuromarketing results. Ethics has been mentioned in some studies, but the maps do not suggest that it is a developing field. Similar results can be seen within the sales area that can be capitalized on by research of gains related to consumer behavior.

One limitation of this study was the use of only one database (Web of Science®) that published several works from 1945 to the present time, but certainly has not exhausted the possibilities of research in the area.

This article helped to highlight the importance of ethics in clinical and business processes using neuroimaging, which could be an easy way to understand the behavioral and physiological mechanisms.