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The purpose of this study is to explore the variables most often associated with customer dissatisfaction and to discern which variables result in customer defection. Identification of these variables can aid managers as they develop strategies to prevent their occurrence.

This exploratory study examined customer service dissatisfaction from a respondent group of customer service representatives employed by a call center. These employees deal with customers as their exclusive job function and are trained to correct customer concerns. The customer service respondents were surveyed and asked to list their top service complaints. From this list they were also asked to indicate the top ranked poor service issue that would cause them, as customers, to defect and select a competitor to provide a substitute product or service.

Results of the study parallel those in other customer dissatisfaction research and indicate interesting characteristics of customer dissatisfaction arising from service failure. Interestingly, the top four categories (rude employees/poor attitudes; overall poor service; employees socializing and not paying attention to customers; and slow service) were noted most often as service problems by respondents and also ranked as the top reasons for defection. Areas for future research are also considered.

By understanding and anticipating poor service delivery, managers can regard these complaint categories as critical market research information. In addition, such information may help managers anticipate customer needs. They can re‐structure service experiences and train employees to avoid problem behaviors and actions.

While past research has focused on end‐user customers and their dissatisfaction, this research considers the opinions of consumers who are trained in, and work in, customer service.

Retaining students is a critical topic in higher education. A plethora of research has investigated demographic, age, life stage, ethnicity, and a host of other variables that influence retention. Colleges have responded to retention issues with a host of classes, workshops, and orientation or mentoring programs to aid student retention. Specifically, this study compares the retention concerns of high school students considering college vs the concerns of existing college students in a variety of degree programs to see if factors vary over time. Using a case study approach, the study found three key variables associated with retention problems. The discussion and conclusions identify ways for colleges to alter both marketing and assistance programs for both groups. Suggestions for replication and areas for future research as well as implications for policy directions are included.

Mergers in higher education seem to be more common as academic institutions work to control costs and avoid program duplications in challenging economic times and adopt the more common cost saving measures often espoused from business mergers. The purpose of this paper is to highlight successes from a complementarity-based merger of two institutions in the University System of Georgia (USG) and present results over time.

A case study methodology was employed to explain why a particular merger resulted in greater growth compared to other system-wide academic mergers. This research focuses on a single merger of two institutions in Georgia, one of seven such mergers in the USG institutions to date, involving Gainesville State College and North Georgia College and State University to become the University of North Georgia. Observations are made and complimented by secondary data to rank growth among the seven USG consolidations.

The case findings highlight the success from the complementarity of these institutions. While the two were unique institutions, the success of the merger was linked to the underlying complementarity issues.

Using the strategic issues inherent in mergers from the business literature, the merger of the two institutions is profiled and discussion and recommendations are provided along with areas for future research.

This paper analyzes Drew Goddard and Joss Whedon's recent film, Cabin in the Woods (2012), using Thomas J. Catlaw's Fabricating the People (2007), to illustrate the precarious position of youth at the beginning of the twenty-first century. The author argues that just as the film requires young people to sacrifice themselves for the good of humanity, recent political events ask young people to sacrifice their well-being for the sake of neo-liberalism. Throughout the film, youth refuse the sacrificial logic of the Director, choosing instead a “logic of subtraction.” While the film seemingly ends with the nihilistic end of the world, when viewed through the lens of Fabricating the People it may also offer a hopeful suggestion for how young people can resist and change oppressive systems of governance.

Following research into the application of Electronic Monitoring (EM), Criminal Justice Order (2016) no. 954 was published, which introduced EM for offenders leaving custody in England and Wales (Ministry of Justice, 2016). EM was later extended to include those subjected to release on temporary licence (ROTL). The purpose of this study is to be the first, to the best of the authors’ knowledge, to evaluate a pilot project using EM during the ROTL process. The outcome allowed for recommendations to be made regarding the continued use of EM within the open prison estate.

This is a qualitative research project involving semi-structured interviews with staff and residents. Transcripts were analysed using thematic analysis which resulted in exploration of 4 themes and 11 sub-themes and recommendations for future research/practice.

Results demonstrated that both staff and residents evaluated the use of EM as helpful with regard to evidencing compliance with ROTL conditions. In addition, staff also found it helpful for providing additional reassurance to victims and providing evidence for ROTL breaches.

To the best of the authors’ knowledge, this was the first qualitative evaluation of EM relating to the ROTL process. The evaluation improves understanding of the value of EM for policymakers and the Ministry of Justice, especially in terms of the ROTL process. The recommendations made in this paper evidence the value of EM use in the future.

This evaluation supports continued use of EM and its integration into policy and procedures for residents subject to temporary licence. This paper concluded that consistent and reliable use of EM may contribute to victim reassurance and reduce recidivism of residents during ROTL, subsequently increasing the public’s perception of safety.

The purpose of this paper is to identify critical components for service science curricula that address the unique competency needs of the service sector.

The method for this investigation included a comprehensive review, analysis, and synthesis of service science, as well as service science management and engineering (SSME) related literature. As human capital is of unique importance in this business sector, particular emphasis was placed on examining the need for human resource development‐related content in service science curricula.

Expansion of the services sector globally has been unprecedented. “Some analysts predict that by 2020, services will account for 50 percent of world trade” (Downe et al.). Yet a global shortage of graduates with the skills needed for success in service sector jobs has been forecast. Compounding this talent shortage is the relatively small number of degree programs available to prepare professionals for service sector jobs. Because the growth in the service sector has outpaced improvements in productivity, quality, and innovation, and there is a lack of skilled talent to address these challenges, increasing attention is being placed on service science curricula.

Given the economic importance of, and current deficiencies in, the service sector it is poised to make a significant impact by improving service science education.

This paper aims to propose an expatriate psychological adjustment model that postulates expatriate mental health as an antecedent to psychological adjustment. It presents novel predeparture and post-arrival international human resource management (IHRM) expatriate management mental health supportive interventions.

This paper critically reviews theoretical frameworks in the IHRM domain around expatriate psychological adjustments such as the U-Curve Adjustment Theory (Lysgaard, 1995), the Framework of International Adjustment (Black et al., 1991), the Dimensions of Expatriate Adjustment (Haslberger et al., 2013) and the Stress Outcome Model (Bader and Berg, 2014), in a quest to develop a new conceptual framework. This study presents a new conceptual framework along with propositions to take into consideration the relationship between mental health and expatriates' psychological adjustment.

The findings suggest that mental health is an antecedent paramount to psychological adjustment. The paper proposes mental health-supportive IHRM expatriate management interventions to address the potential failure of expatriates' psychological adjustment. The authors elaborate on the IHRM expatriate management policies and practices at the home and host country to ensure the mental health of company-assigned expatriates sent on international assignments.

The novel conceptual framework underpins mental health as the antecedent paramount to expatriate adjustment, taking into consid eration the elevated stress of situational events such as COVID-19, which had previously not received substantive formal consideration by research scholars in the IHRM domain. The conceptual framework encourages the inclusion of mental health as an antecedent in future research.

Previous studies have pointed the need for more research, which explores how peer provision brings about change associated with recovery. This study aims to test Leamy’s framework, which consists of five recovery processes: connectedness, hope, identity, meaning and empowerment (also known as the CHIME framework) within the peer provision context.

This mixed-methods study was completed in two stages. A total of 13 face-to-face interviews were conducted with peers and the transcripts were analysed thematically. A short online questionnaire was completed by 12 peers and analysed with both descriptive statistics and thematic analysis.

The participants spoke about the value of peer providers (PPs) in building connectedness, fostering hope and optimism, growing identity, enhancing meaning and empowerment (CHIME). However, their connectedness was hindered by external circumstances and the intrapersonal capacities of their PP.

The CHIME framework was useful in highlighting stages in which peers moved through their recovery and its corresponding PP involvement. PPs were also found to promote motivation, which was a key driver in their peers’ recoveries. Further research is needed to test frameworks that account for wider systemic issues and the role PPs play in enhancing motivation.

This study has identified the usefulness of the CHIME framework in describing peer provision. It contributes to our understanding of how peer provision can promote recovery in persons with mental health challenges. It lays the groundwork for future research into examining the role of peer provision in recovery and its distinctiveness from other forms of mental health support.

This research examines environmental negotiations in two countries, Mexico and Ecuador, currently undergoing democratic transition. We examine the ability of democratizing political systems to respond to the pressures intrinsic to emerging pluralism. Using a comparative case study approach we examine environmental policy making for conservation. Mexico and Ecuador are at different stages in the democratization process with Mexico being more advanced than Ecuador. We conclude that Mexico’s approach to communicative forums and its management of environmental decision making in a pluralist context is more systematized and less prone to corruption given the stronger set of democratic institutions. In comparison we find that Ecuador’s political institutions remain weak and subject to informal pressures from emerging environmental groups as well as from established interests from the pre-democracy era.