Search results

The main purpose of this research is exploring the tipping points for a radical shift in supplier (dis)satisfaction. This study identifies triggers and links them to consequences for the buyer–supplier relationship.

The Critical Incident Technique (CIT) was used to interview Dutch supplier representatives in the infrastructure sector, resulting in rich descriptions of 29 critical incidents, extracting first-hand information.

Safety issues, technical disputes and recruitment of supplier’s technical staff have been identified as tipping points for suppliers to become dissatisfied. Implementing performance-based contracting is another critical incident that caused irritation and disappointment. On a more operational level, dissatisfaction was provoked by tender errors and price discussions with the buyer. This study also identified tipping points by which dissatisfied suppliers abruptly turned into satisfied suppliers. The effect of a solution-oriented buyer intervention appears to be most powerful if this behaviour transcends prior expectations.

Consequences of misunderstandings and discussion between supplier and buyer may be manageable or repairable, depending on the causes and triggers that influenced a supplier’s dissatisfaction. An early warning system could prove its worth, so that buyers are not faced with unpleasant surprises.

Despite the growing number of studies, processes of how antecedents lead to supplier (dis)satisfaction are not well understood. Antecedents are predominantly investigated by cross-sectional survey data, giving little insights into micro-processes and actual interaction between buyers and suppliers. Although CIT has been applied in many disciplines, the technique is hardly used within the context of purchasing and supply management research.

The purpose of this study is to investigate characteristics of apparel-related critical incidents that motivate both Generation Z and Y consumers to share electronic word-of-mouth (eWOM) via specific online channels.

The current research used an exploratory mixed-methods approach.

Qualitative findings of critical incidents revealed that the main situations that led to the spread of eWOM involved new purchases (49%), product quality (21%), pricing and promotions (19%), complaints (9%) and brand content (48%). Participants were motivated to spread information about the critical incidents by a desire to connect with friends and family (83%), help others (37%), influence others (48%) and express brand loyalty (32%). Quantitative results indicated significant relationships between critical incidents, motivations and eWOM channel choice.

This study has theoretical implications for apparel researchers attempting to gain insight into critical incidents that motivate consumers to engage in eWOM on specific channels in a positive or negative manner.

These findings are important for marketers as it appears that brand content does an efficient job at driving engagement on SM; marketers need to increase efforts to engage with consumers via feedback on websites, as this is an opportunity to counteract negative experiences and retain consumers’ loyalty.

To the best of the authors’ knowledge, the current research is the first to extend theories of communication and motivation to connect critical incidents with situational intrinsic and extrinsic motivations for spreading eWOM via online channels for Millennial and Generation Z consumers.

The annual holiday party is a long-standing tradition in many organizations, yet academic research has largely left the holiday party unexamined. The present study sheds light on this significant social event by exploring what factors help differentiate successful events from less successful ones.

First, the authors developed a taxonomy of characteristics of good holiday parties using a critical incident technique in which stories of holiday party experiences were analyzed following a mixed-method approach. Second, the authors quantitatively examined the relationships between these characteristics and three outcomes, including perceived organizational support, positive interpersonal interactions, and experienced fun.

The critical incident analysis revealed 11 key characteristics that distinguish good from bad holiday parties. Primary findings from the quantitative study are that games and activities, music, good food, and notable positive leader behavior are key characteristics of more successful events.

As the data were obtained using a traditional survey methodology, further research would be valuable that adopts an experience sampling methodology to capture employee experiences, perceptions, and feelings about holiday parties in real-time before, during, and after an event has occurred.

From an event planning standpoint, this research provides a framework for designing holiday parties and provides evidence as to which features matter most. From a strategic leadership perspective, this research signals that different features of holiday parties can influence different outcomes.

Beyond merely identifying important characteristics, this research provides a framework for further research on holiday parties and identifies theories that can be used in future research to explore the mechanisms that influence how and under what conditions holiday parties impact employees’ experiences at work.

This case study paper aims to explore the complexities and challenges of epidemic response and public health surveillance in Native American and Indigenous American communities in the United States and find viable solutions. This paper explores these topics through the emergence and impact of the hantavirus pulmonary syndrome (HPS) within the Navajo Nation in the United States using critical incident analysis and best practices.

This project is a case study paper based on a topical review of the literature. A topical review of the literature is a comprehensive exploration of the current body of knowledge within a particular research field. It is an important tool used by scholars and practitioners to further the development of existing knowledge as well as to identify potential directions for future research (Fourie, 2020). Such a paper can provide a useful insight into the various aspects of the process that the researcher may have overlooked, as well as highlighting potential areas of improvement (Gall et al., 2020). It can also provide a useful source of ideas and inspiration for the researcher as it can provide an overview of the various approaches used by other researchers in the field (Göpferich, 2009). Case study papers using a topical review of the literature have been used to help frame and inform research topics, problems and best practices for some time. They are typically used to explore a topic in greater depth and to provide an overview of the literature to improve the world of practice to provide a foundation for future comprehensive empirical research. Case study papers can provide research value by helping to identify gaps in the literature and by providing a general direction for further research. They can also be used to provide a starting point for research questions and hypotheses and to help identify potential areas of inquiry.

This study explores best practices in public health surveillance and epidemic response that can help strengthen public health infrastructure by informing the development of effective surveillance systems and emergency response plans, as well as improving data collection and analysis capabilities within Native American and Indigenous American communities in the United States that also have the option to include new technologies like artificial intelligence (AI) with similar outbreaks in the future.

The literature review did not include any primary data collection, so the existing available research may have limited the findings. The scope of the study was limited to published literature, which may not have reported all relevant findings. For example, unpublished studies, field studies and industry reports may have provided additional insights not included in the literature review. This research has significant value based on the limited amount of studies on how infectious diseases can severely impact Native American communities in the United States, leading to unnecessary and preventable suffering and death. As a result, research on viable best practices is needed on the best practices in public health surveillance and epidemic response in Native American and Indigenous American communities through historical events and critical incident analysis.

Research on public health surveillance and epidemic response in Native American communities can provide insights into the challenges faced by these communities and help identify potential solutions to improve their capacity to detect, respond to and prevent infectious diseases using innovative approaches and new technologies like AI.

More research on public health surveillance and epidemic response can inform policies and interventions to improve access to healthcare for Native American populations, such as increasing availability of healthcare services, providing culturally appropriate health education and improving communication between providers and patients. By providing better public health surveillance and response capacity, research can help reduce the burden of infectious diseases in Native American communities and ultimately lead to improved public health outcomes.

This present study sheds light on how these issues affect police officers’ personal and professional lives. This research looks at how family support (FS) and workplace pressures affect police effectiveness.

The analysis of the measurement and structural model was conducted using AMOS version 26. To ensure the accuracy of the results, a two-stage analysis methodology (Anderson and Gerbing, 1988) was used. The first stage involved testing the measurement model using various validity indicators such as confirmatory factor analysis, comparative fit index, goodness of fit index and Tucker–Lewis index to evaluate the incremental compatibility of the model. Root-mean-square approximation error and CMIN/DF were also used to further assess the model’s validity. In the second stage of the analysis, the structural model was estimated using structural equation modeling technique (Hair et al., 1998). The data obtained from the measurement model was then used to determine the fit indices. Because the values were consistent with the criterion values, the model was deemed to be a good fit.

The study conducted sheds light on the crucial role that work stressors (WS) and FS play in determining job satisfaction (JS) among nongazetted officers (NGOs) and other ranks (ORs) police officials in the state of Punjab, India. The findings suggest that there exists a complex interdependence between WS and FS, and their correlation with regards to work, family and children’s evaluations. The first hypothesis (H1, Table 4) was found to be true (0.440, p = 0.001), indicating that more than 44 % of the job performance of police officials in Punjab is affected by stressors related to work. The study also identified eight WS that have a significant impact on the performance of police officials on the job. On the other hand, FS was found to have no influence on the job performance of police officials in Punjab, and hence, the second hypothesis was rejected. Further analysis showed that FS was more prevalent among NGOs as compared to ORs police personnel, but it did not directly influence their job performance. The benefits of FS may be moderated by the nature of the job; hence, FS may be more critical in stressful jobs such as police work than in less stressful jobs. The study emphasizes the importance of balancing work and family demands and highlights the need for family-friendly policies to achieve this balance. Future research should focus on the types of policies that should be offered to lessen stress and conflict and examine the benefits of merely offering programs versus requiring or encouraging their usage. The findings of this study could be useful for policymakers and organizations in designing policies that promote employee well-being and JS while balancing work and family demands.

As with any research endeavor, it is essential to interpret the findings of this study while considering its limitations. First, the study relied on a convenience sample drawn solely from one nation, namely, India, which may restrict the generalizability of the results to other countries or cultural contexts. Furthermore, it is important to note that this study exclusively explored the causal relationship between monetary compensation, intrinsic motivation and employee performance, without delving into the nuances of various forms or qualities of FS (e.g. emotional support, instrumental support, perceived vs actual support) and their impact on job performance among police officers. Additionally, the research did not investigate whether the influence of FS on job performance varies based on the specific WS encountered by police officers. These limitations highlight potential avenues for future research to explore in greater depth.

To enhance the well-being and JS of police officers and their families, a comprehensive set of tailored interventions and support programs can be implemented. Recognizing the unique stressors faced by officers and introducing critical incident debriefing sessions and counseling services to provide a confidential space for emotional processing. Offering flexible scheduling, exploring remote work options and developing workshops and resource programs to address the needs of officers’ families, including stress management and communication skills. Strengthening parental leave policies, incorporating extended paid leave and clear communication, to alleviate stress during significant family events. Establishing peer support networks within police departments to provide officers with a valuable avenue for sharing experiences and coping strategies. Collectively, these interventions aim to create a supportive and family-friendly environment within the police force, ultimately fostering improved work-family balance and enhanced well-being for police personnel. To enhance the well-being and JS of police officers and their families, a comprehensive set of tailored interventions and support programs can be implemented. Recognizing the unique stressors faced by officers, critical incident debriefing sessions and counseling services should be introduced to provide a confidential space for emotional processing. Given the demanding nature of police work, exploring flexible schedules and remote work options can assist officers in achieving a better work-life balance, particularly when dealing with family-related challenges. Workshops and resource programs specifically addressing the needs of officers’ families, including stress management and communication skills, can be developed to strengthen family connections. Strengthening parental leave policies, incorporating extended paid leave and clear communication, can alleviate stress during significant family events. Establishing peer support networks within police departments provides officers with a valuable avenue for sharing experiences and coping strategies. Regular mental health check-ins and screenings, as well as financial education workshops, acknowledge and address the unique challenges faced by officers and their families. Community engagement and recognition initiatives, along with specialized training on work-family balance, can foster positive morale. Finally, the establishment of a crisis intervention and FS hotline serves as a vital lifeline during critical situations, ensuring immediate assistance and resources for officers and their families in times of need. Collectively, these interventions aim to create a supportive and family-friendly environment within the police force.

The primary objective of this study is to assess the impact of occupational demands and familial support on the overall happiness levels of police officers stationed in Punjab, India. The research underscores the crucial importance of implementing family-friendly policies aimed at achieving a harmonious equilibrium between professional responsibilities and family life commitments. The findings unveil a multifaceted interconnection between occupational stress, familial support systems and individual assessments concerning career fulfillment, domestic life and parental responsibilities. Moreover, the study sheds light on various family-friendly initiatives, such as empowerment strategies and recognition programs, that have the potential to augment JS among police personnel. Furthermore, it suggests that future investigations delve deeper into the efficacy of implementing voluntary programs rather than mandating or promoting their usage in mitigating stress and resolving familial conflicts. The study establishes a clear correlation between JS, overall well-being and the interplay between occupational demands and familial encouragement. Policymakers and corporate entities are urged to take cognizance of these factors while formulating strategies aimed at enhancing the health and contentment levels of employees in the workplace. Additionally, the study underscores the significance of cultural factors, emphasizing the need to consider them in future research endeavors and policy formulations. Cultural factors such as societal norms, values and expectations can influence the way that police personnel perceive and use FS, as well as the impact that FS has on their job performance. By conducting cross-cultural studies, researchers can gain insights into how the relationship between FS and job performance may vary across different cultural contexts. This can help to identify universal factors as well as culturally specific influences on the interplay between FS and job performance among police personnel. Furthermore, investigating the impact of FS on job performance in diverse cultural contexts can contribute to the development of culturally sensitive support programs and policies for police officers. Understanding how cultural factors shape the experiences of police personnel and their families can inform the design of interventions that are tailored to the specific needs and challenges present in different cultural settings. In summary, expanding the research scope to include diverse cultural contexts can enhance the generalizability of the findings and contribute to the development of culturally sensitive support programs and policies for police officers.

The content of this paper is entirely original and has not been derived from any other published or unpublished documents. It has been created solely for the purpose of providing new and unique information for the readers.

This study explored whether the critical incident management systems (CIMS) model can predict the EMS performance in the COVID-19 context. Past research has established the significance of early detection and response (ER) in the context of Ebola virus disease (EVD), prompting a question of whether the model can also be helpful in the COVID-19 context. Consequently, the authors assessed whether ER influences the impact of communication capacity (CC), reliable information channel (RC) and environment (EN) on COVID-19 EMS performance. Assessing these relationships will advance emerging infectious disease (EID) preparedness.

The authors employed standardized measurement instruments of the CIMS model (CC, ER, RC and EN) to predict the performance of COVID-19 EMS using structural equation modeling (SEM) in a study of 313 participants from frontline responders.

The results show that the relationship of ER and EN with COVID-19 EMS performance is positive, while that of EN on CC is negative. The relationship between EN and COVID-19 EMS performance was insignificant. Contrary to the hypothesis, CC was negatively significant to COVID-19 EMS performance due to poor communication capacities.

The authors acknowledge some limitations due to challenges faced in this study. First, Data collection was a significant limitation as these questionnaires were built and distributed in June 2020, but the response time was prolonged due to the recurring nature of the pandemic. The authors had wanted to implore the inputs of all stakeholders, and efforts were made to reach out to various Ministry of Health, the local CDC and related agencies in the region via repeated emails explaining the purpose of the study to no avail. The study finally used the frontline workers as the respondents. The authors used international students from various countries as the representatives to reach out to their countries' frontline workers. Second, since the study was only partially supported using the CIMS model, future studies may combine the CIMS model with other models or theories. Subsequent research reassesses this outcome in other contexts or regions. Consequently, further research can explore how CC can be improved with COVID-19 and another future EID in the region. This may improve the COVID-19 EMS performance, thereby expanding the lesson learned from the pandemic and sustaining public health EID response. Additionally, other authors may combine the CIMS model with other emergency management models or theories to establish a fully supported theoretical model in the context of COVID-19.

The findings have practical implications for incident managers, local CDCs, governments, international organizations and scholars. The outcome of the study might inform these stakeholders on future direction and contribution to EID preparedness. This study unfolds the impact of lessons learned in the region demonstrated by moderating early detection and responses with other constructs to achieve COVID-19 EMS performance. The findings reveal that countries that experienced the 2013–2016 Ebola outbreak, were not necessarily more prepared for an epidemic or pandemic, judging by the negative moderating impact of early detection and response. However, these experiences provide a foundation for the fight against COVID-19. There is a need for localized plans tailored to each country's situation, resources, culture and lifestyle. The localized plan will be to mitigate and prevent an unsustainable EID management system, post-epidemic fund withdrawals and governance. This plan might be more adaptable and sustainable for the local health system when international interventions are withdrawn after an epidemic. Public health EID plans must be adapted to each country's unique situation to ensure sustainability and constantly improve EID management of epidemics and pandemics in emergency response. The high to moderate importation risk in African countries shows Africa's largest window of vulnerability to be West Africa (Gilbert et al., 2020). Therefore, they should be in the spotlight for heightened assistance towards the preparedness and response for a future pandemic like COVID-19. The West African region has a low capacity to manage the health emergency to match the population capacities. The COVID-19 outbreak in West Africa undoubtedly inflicted many disruptions in most countries' economic, social and environmental circumstances. The region's unique challenges observed in this study with CC and reliable information channels as being negatively significant highlight the poor maintenance culture and weak institutions due to brain drain and inadequate training and monitoring. This outcome practically informs West African stakeholders and governments on aspects to indulge when trying to improve emergency preparedness as the outcomes from other regions might not be applicable.

This study explored the relevance of the CIMS model in the context of the COVID-19 pandemic, revealing different patterns of influence on COVID-19 EMS performance. In contrast to the extant literature on EVD, the authors found the moderating effects of ER in the COVID-19 context. Thus, the authors contribute to the COVID-19 EMS performance domain by developing a context-driven EMS model. The authors discuss the theoretical and practical implications.

This study aims to descriptively identify and refine the role of emotional intelligence (EI) in the retail banking employee–customer contact context, and prescriptively use this knowledge to develop a framework for improving true customer service without excess organizational cost, in Lebanon.

The research adopts the classical interpretive/constructivist ontology and the interpretivism/constructivism epistemology, and it rests on a tripod of methodological foundations. The first leg is the theoretical work that sets the extant scientific ground for the empirical work to develop. The second incorporates the main (qualitative) empirical tools, i.e. 40 interviews with customers and HR managers (NVivo-analyzed), plus a critical incident technique study. The third includes the supportive tools of secondary data and an expert panel composed of industry and scholarly specialists.

EI was empirically shown to modulate the levels of customer satisfaction and to hold a critical role in the company–customer interface, albeit one that is currently and unjustly both undervalued and ineffectively controlled. The findings identify the key factors and exhibited behavioral attributes of EI within the customer service process, and they integrate all into a comprehensive framework of both scholarly and executive worth.

This study provides distinct theoretical elucidations and conceptualization that have identified and interrelated the relevant works on the subject; empirically refines the variables involved in the EI context of retail banking customer service; and culminates in the form of the proposed framework that incorporates and interrelates the findings into an empirical-data-based composition of both scholarly and executive orientation and worth.

In this paper, the authors integrate the psychological ownership theory with the concept of commitment to contribute to the discussion on agricultural supply chain management. The purpose of this study is to examine how farmers experience their commitment to the business relationship with the processor and how this is conveyed through the routes of psychological ownership.

The empirical data are based on 14 in-depth face-to-face Finnish farmer interviews. To understand the farmers’ routes to psychological ownership, the critical incidents technique was used.

According to the three routes to psychological ownership – control, profound knowledge and self-investment – the authors argue that farmers mainly consider their routes to be more or less blocked because of the asymmetrical power and information distribution in the business relationship with the processor. Furthermore, based on farmers’ perceptions of psychological ownership, the authors provide a farmer typology that reflects in the farmers’ willingness to commit to the business relationship. The identified types are named as satisfied, captives and leavers.

By integrating the theory of psychological ownership with the concept of commitment, this study provides a more robust understanding of how farmers experience their commitment to the business relationship, thus, contributing to the literature on supply chain management in the agri-food business context. Implementation of these findings can help business partners to proactively improve their business relationships through the perceived level of commitment and to deal with critical incidents influencing the effectiveness of the whole chain.

Tourists’ resource integration both offers opportunities and presents challenges to tourism service providers. Focussing on the tour guide perspective, the purpose of this paper is to explore how tour guides experience knowledge/information-based asymmetry in encounters with tourists and identifies the roles and coping strategies used by guides to facilitate service co-production.

Critical incident technique is used in qualitative interviews with 47 tour guides in Scotland, broadly representative of the Scottish tour guiding context. 107 critical incidents were analysed, with an average of 2.32 incidents per interview. Narrative analysis of the incidents was performed inductively in four iterative steps using QSR NVivo.

Three resource asymmetry incident categories are identified: probing – Guide-Oracle is questioned by inquiring tourists and copes through diverting, evasion, and follow-up strategies; learning – Guide-Magpie learns from expert tourists through acknowledging and co-delivery; and negotiation – Guide-Diplomat with greater knowledge helps misguided tourists save face through appeasing, following the official line and tactfully correcting.

The paper contributes to service co-production research in tourism by theorising about contexts where knowledge/information asymmetry exists between tour guides and tourists, particularly where fluid power relations between guides and knowledgeable tourists occur or where misguided tourists co-produce the service by prioritising own meanings. Findings highlight the importance of soft skills and other non-content capabilities of guides, and suggestions are offered for effective training and resource sharing/ learning initiatives for tour guiding services.

游客资源整合为旅游服务提供商提供了机遇, 同时也带来了挑战。本文以导游视角为重点, 探讨了导游在与游客接触中如何体验知识/信息不对称, 并识别了导游用于促进服务共同生产的角色和应对策略。

本研究采用关键事件技术（CIT）进行质性访谈, 对象为苏格兰的47名导游, 广泛代表苏格兰导游环境。分析了107个关键事件, 每次访谈平均2.32个事件。对事件的叙述分析在QSR NVivo中通过四个迭代步骤进行归纳性分析。

确定了三个资源不对称的事件类别：1）探询 - 导游-神谕被询问, 通过转移、回避和后续策略来应对询问的游客; 2）学习 - 导游-喜鹊通过承认和共同交付从专业游客中学到经验; 3）协商 - 导游-外交官以更多知识帮助误导的游客保全体面, 通过安抚、追随官方路线和巧妙纠正来应对。

本文通过理论化导游和游客之间存在知识/信息不对称的情境, 特别是在导游和知识丰富的游客之间存在流动权力关系的情况下, 或者误导的游客通过优先考虑自己的意义来共同生产服务的情境, 为旅游服务的共同生产研究做出了贡献。研究结果强调了导游的软技能和其他非内容能力的重要性, 并提出了关于为导游服务提供有效培训和资源共享/学习倡议的建议。

La integración de recursos de los turistas ofrece oportunidades y presenta desafíos para los proveedores de servicios turísticos. Centrándose en la perspectiva de los guías turísticos, este artículo explora cómo los guías turísticos experimentan una asimetría basada en conocimiento/información en encuentros con turistas, e identifica los roles y estrategias de afrontamiento utilizados por los guías para facilitar la coproducción de servicios.

La técnica de incidentes críticos (CIT) se utiliza en entrevistas cualitativas con 47 guías turísticos en Escocia, ampliamente representativos del contexto de los guías turísticos escoceses. Se analizaron 107 incidentes críticos, con una media de 2,32 incidentes por entrevista. El análisis narrativo de los incidentes se realizó de forma inductiva en cuatro pasos iterativos utilizando QSR NVivo.

Se identifican tres categorías de incidentes de asimetría de recursos: 1) Sondeo: los turistas interrogan a Guide-Oracle y lo afronta mediante estrategias de desvío, evasión y seguimiento; 2) Aprendizaje: Guide-Magpie aprende de turistas expertos a través del reconocimiento y la entrega conjunta; y 3) Negociación: el guía-diplomático con mayor conocimiento ayuda a los turistas descarriados a salvar las apariencias apaciguándolos, siguiendo la línea oficial y corrigiendo con tacto.

El artículo contribuye a la investigación de la coproducción de servicios en el turismo al teorizar sobre contextos donde existe asimetría de conocimiento/información entre guías turísticos y turistas, particularmente donde ocurren relaciones de poder fluidas entre guías y turistas conocedores, o donde turistas equivocados coproducen el servicio priorizando propios significados. Los hallazgos resaltan la importancia de las habilidades interpersonales y otras capacidades de los guías no relacionadas con el contenido, y se ofrecen sugerencias para iniciativas efectivas de capacitación e intercambio de recursos/aprendizaje para los servicios de guías turísticos.

The purpose of this paper is to articulate the results of a comprehensive literature review and grassroots outreach with first responder organizations to present an operationalized framework for organizations to utilize as a blueprint in developing customized behavioral health access program (BHAP) programs.

Historically, authorities having jurisdiction (AHJ)over fire service organizations have primarily offered behavioral health interventions through Employee Assistance Programs (EAPs) or commercial insurance carriers. These programs are necessary but may prove insufficient to meet the scope and needs of trauma-exposed firefighters and the firefighters' families.

A BHAP is a comprehensive and operationalized plan which clearly specifies the mental health services fire department members and families need, where those services are available within their communities and levels and standards of care that are expected in the provision of these services.

The BHAP is becoming a world standard of behavioral health care for first responders. While some fire service agencies are beginning to create BHAP guides, developing and implementing a BHAP can be time consuming and overwhelming, particularly for departments with limited internal and external resources. While the results of this review focus on BHAP within the fire service, this framework is applicable across all first responder professions.