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The purpose of this paper is to: determine the prevalence and distribution of patient/family-generated, dentistry-related complaints to Regional State Administrative Agencies (AVIs) and the National Supervisory Authority for Welfare and Health (Valvira) in Finland from 2000 to 2011, study patient/family safety incident experiences and other reasons for complaints, assess complaint validity and evaluate factors associated with disciplinary processes against dentists.

Data included closed cases handled by AVIs and Valvira (2000-2011) against dental practitioners or dental practice units (n=782). The authors analysed the complaints distribution and examined the antecedent factors and circumstances.

This study demonstrated that patients/families can detect many dental treatment hazards, substandard processes and even serious safety risks rather well. The investigation processes revealed some physical harm or potential patient safety (PS) risks in more than half the alleged cases. Many complaints accumulated against certain individuals and statistically significant positive correlations were found between some patient/family complaints, dentist-specific variables and disciplinary actions.

Patient/family-generated complaints must be taken seriously and seen as relatively good safety risk indicators. However, more knowledge on how patients might cooperate with dental care providers to prevent errors is needed.

This work provides a unique opportunity to learn from several dentistry-related patient complaints. Despite some limitations, patient complaints appear to be useful as a complementary source together with other PS study methods.

Discusses US use of drug testing in the workplace, screening employees for smoking, AIDS, genetic traits and reproductive hazards. Attributes this to the costs employers face in insurance, litigation and compensation. Points out that the purpose of drug testing is to circumvent management responsibility for: accidents in the workplace, stress, bad management practices, and disregarding health and safety initiatives. Acknowledges that the tests are harmful and indefensible. Reports that 81 per cent of members of the American Management Association in 1996 conducted drug testing. Claims that screening is the alternative to monitoring – that is screening out individuals who are seen as high risk in some way – yet that misses the point – the focus should be on making hazardous working conditions safe. Indicates that companies may use drug testing as a means of deterring drug users from gravitating towards their organization. Mentions that workplace‐induced stress can lead to substance abuse and that, therefore it is management driven, rather than being a problem the worker brings to the workplace. Quotes a number of company physicians who object to policing drug use. Indicates that drug testing has diverted attention away from health and safety issues and hazardous working conditions.

The purpose of this paper is to propose an innovative and integrated approach based on service quality measurement (SERVQUAL), quality function deployment (QFD) and failure modes and effects analysis (FMEA) for service quality improvement.

The SERVQUAL scale is used for service quality measurement, QFD is used for service design and FMEA is used to prevent possible failures during service delivery.

A case study in a public hospital in Turkey is performed to show how the proposed approach works in practice. The results of the study show that the proposed approach can be used effectively to assess service quality in practice.

Service quality has become an important issue for service enterprises facing a fiercely competitive environment to provide sustainability. This is the first study that applies an integrated methodology based on SERVQUAL scale, QFD and FMEA to service quality improvement.

This paper aims to explore how gender differences in entrepreneurial intentions (EI) change when entrepreneurship education (EE) is added to the force field of macro-social stimulants and inhibitors of female EI in the particular context of the United Arab Emirates (UAE).

The study is based on a pre-post survey with entrepreneurship students and students with a similar profile enrolled in other courses (N = 246) at three universities. The three main hypotheses are evaluated through independent-samples t-tests and a hierarchical multiple regression analysis.

The findings indicate a negative effect of gender stereotypes on female students’ EI in the UAE, regardless of the course type. Furthermore, entrepreneurship courses appear to be more successful than other courses in raising the EI of students in general and female students in particular. Finally, adding EE to the equation of macro-social inhibitors and stimulants of female EI in the UAE seems to tip the balance in favor of the influence of economic affluence, rapid modernization and proactive governmental policies to stimulate the entrepreneurial spirit among female residents. That is, at the end of the entrepreneurship courses, there was no significant gender difference in EI anymore and female students are significantly more likely to experience a positive change in EI than male students.

The literature review identifies the need for future studies to evaluate the impact of variability in sampling and methods among previous studies on gender effects in EE. Building on the findings, future studies could identify which aspects of EE are pivotal for customizing female students’ specific local interests and needs. The study is limited in the sense that the data set did not enable tests of moderators at the course level (which mostly requires more qualitative data) and individual level. In addition, the sample is not representative for all female residents in the UAE at large.

This study might stimulate (UAE) policymakers to increase the scope and quality of EE. In turn, university administrators are recommended to find ways to compensate the self-selection effect (overcome likely opt-out by female students) when entrepreneurship courses are elective.

This exploration was inspired by the strong emphasis that Julie Weeks put on the gendered impact of macro-level factors in business enabling environments (Weeks, 2011). The empirical analysis builds on a conceptual framework that integrates Krueger’s model of EI, theory on gender stereotypes in entrepreneurship and previous literature on the role of EE (reinforcing or mitigating stereotypes). The study is executed in the relatively unexplored context of the UAE, which offers strong macro-social inhibitors for ánd stimulants of female entrepreneurship.

As the global workforce ages, organizations face unprecedented challenges, especially managing effective communication between generations. The phenomenon of middle ageism (i.e. discriminating against middle-aged employees based on their age) has become more prevalent. The authors examined how contextual settings and communication affect attitudes toward middle-aged employees and hiring intentions.

Data were collected from 537 employees from various organizations, via questionnaires. The moderated mediation model was analyzed using Hayes' PROCESS models.

Results showed that attitudes toward middle-aged employees mediated the relationship between social climate of shared codes and language and hiring intentions. Social climate was positively related to attitudes toward their adaptability, but negatively to attitudes toward their ability. Also, decision-makers' own perceived employability moderated the relationship between attitudes toward employees' adaptability and hiring intentions, and the indirect relationship between social climate and hiring intentions.

Since age diversity is expected to become one of the most dominant diversity classifications in the very near future, coping with middle ageism constitutes a growing challenge for managers and HR staff. The findings indicate that in order to enhance sustainable employment and prevent discrimination, organizations need not only maintain a supportive climate for older employees, as an affirmative action, but also ensure better communication in terms of sharing codes and language that enhance positive attitudes toward middle-aged colleagues.

In an era where diversity and inclusion dominate human resource management decision making, this study contributes to the literature on the underexplored domain of age diversity.

The purpose of this paper is is to identify the main determinants of insurance profitability on life and non-life segments to obtain which variables affect in each market of the Ecuadorian insurance sector.

The authors use a large panel data set with financial information from 2001 to 2017 and estimate the determinants through a panel corrected standard errors regression.

The authors found that net premiums, technical reserves, capital ratio and score efficiency are micro-determinants in the life insurance sector, whereas in the non-life sector, the micro-determinants include also claim level and liquidity ratio; moreover, the authors found that HHI is a determinant of profitability only in the life insurance. Among the macro determinants set, the authors found that the interest rate has also a significant impact both in the life and non-life insurance.

The authors analyze a dollarized emerging country, which is the first time in this kind of studies. The authors also include the structure-conduct-performance and relative market power paradigm as well as the ES hypothesis, calculated through the data envelopment analysis, as determinants of insurance profitability. Finally, this is the first research to examine the determinants of profitability in Latin American and Caribbean insurers.

The central issue in the case is opportunity identification and decision making. While the literature on direct selling is limited, much has been written about ideation, effectuation, causality and opportunity identification and assessment. Scholars of entrepreneurship debate whether entrepreneurial opportunities are identified and assessed primarily through effectuation or causation.

This case is based upon a combination of interviews with the protagonist, her staff and secondary research.

This case explores the opportunity identification, assessment and decision making of an energetic, African American, female founder and CEO in the rarely-researched direct selling channel. Dr Traci Lynn Burton founded her company at 24 with an investment of $200. In 2008, in its second incarnation, Traci Lynn Jewelry became a direct selling company and has taken bold steps. By 2018, the company was a direct selling leader and was preparing to launch a new product line. The case supports undergraduate students in understanding effectuation and causation, opportunity identification and assessment, and direct selling.

This case is primarily for upper division undergraduates. It is suitable for courses in entrepreneurial strategy, entrepreneurial marketing, general entrepreneurship emphasizing opportunity identification, opportunity assessment and/or effectuation.

International Development Enterprises (iDE), a non-profit organization, won numerous awards for its poverty alleviation efforts through the sale of low-cost irrigation technologies to the Base of Pyramid (BoP) farmers around the world. This case discusses iDE’s entry into Nicaragua and the challenges this global social enterprise faced in bringing drip irrigation and other water technologies to the rural subsistence coffee farmers in Nicaragua. It presents the tough decisions it faced in 2012 regarding the future of its for-profit social business, iDEal Tecnologias, in Nicaragua. This case captures the tension in hybrid social enterprises.

This case was developed through the following primary sources as well as some secondary sources. Primary: discussions with iDE’s CEO Doerksen, Urs Heierli (Coordinator of iDE’s operations in Nicaragua), and Skype conversations with iDEal Tec’s Country Director, Nadja Kränzlin. Secondary: documents provided by the company and other publicly available sources.

This case is intended for use in undergraduate, graduate, and executive courses in: social entrepreneurship, non-profit management, and managing sustainable businesses. It may also be used in the sustainability module of courses in international business/management/marketing, and business strategy and policy. It would be best to position this case toward the middle or latter half of the course as it is an integrative case that challenges students to evaluate the sustainability of a social enterprise from multiple perspectives.

The theoretical bases for this case are: defining and implementing a sustainable strategy in hybrid social enterprises. Serving BoP customers with a vision of enabling prosperity.

Based on a matched sample of 34 Islamic banks and 89 conventional ones, the purpose of this paper is to analyze and compare the risk-capital-efficiency interconnection.

Based on the triple square model (3SLS), two major risk measures have been accounted for, namely, the ratio of non-performing loans to total loans (credit risk) and the z-score indicator (risk insolvency). In addition, certain bank-specific factors as well as macroeconomic ones have also been considered in the model.

The reached results appear to reveal that the best capitalized Western banks turn out to be more engaged in an excessive risk-taking behavior, resulting in increased toxic-loan ratios and, simultaneously, a rather shaken stability. Concerning Islamic banks, cost efficiency has proven to have a negative and significant effect on NPLs. However, the capital, technical efficiency, competitiveness and macroeconomic factors turn out to have a significant and positive effect on Islamic banks’ insolvency risk, thus helping promote these banks’ stability.

In addition to the enrichment of literature regarding dual-banking systems, the authors hope the present work would provide a modest contribution to the regulators belonging to the MENA region and Asia with useful results. In particular, the authors recommend developing some management and monitoring tools whereby the risk-taking behavior of highly capitalized conventional banks could be moderated. As a matter of fact, special attention should be paid to the agency problems prevalent within Islamic financial institutions, particularly the best capitalized ones.