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Article
Publication date: 29 May 2007

Vincent P. Magnini, John B. Ford, Edward P. Markowski and Earl D. Honeycutt

The purpose of this study is to address the discrepancy between research that supports the service failure recovery and that which does not by examining customer…

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8865

Abstract

Purpose

The purpose of this study is to address the discrepancy between research that supports the service failure recovery and that which does not by examining customer satisfaction in the event of a service failure empirically.

Design/methodology/approach

The objective of the study was achieved by conducting role‐play experiments on undergraduate business students.

Findings

Analysis showed that a service recovery paradox is most likely to occur when the failure is not considered by the customer to be severe, the customer has had no prior failure with the firm, the cause of the failure was viewed as unstable by the customer, and the customer perceived that the company had little control over the cause of the failure.

Originality/value

This information should benefit service managers since service failures are common and typically trigger heightened customer attention. These findings may stimulate future research because the limitations of this study include the use of undergraduate business students and the examination of only one service setting. Nevertheless, this paper does demonstrate that, under the appropriate conditions, a customer can experience a paradoxical satisfaction increase after a service failure.

Details

Journal of Services Marketing, vol. 21 no. 3
Type: Research Article
ISSN: 0887-6045

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Book part
Publication date: 20 October 2020

Jan E. Stets, Peter J. Burke, Richard T. Serpe and Robin Stryker

In this chapter, we advance an understanding of identity theory (IT) as originally created by Sheldon Stryker and developed over the past 50 years. We address…

Abstract

In this chapter, we advance an understanding of identity theory (IT) as originally created by Sheldon Stryker and developed over the past 50 years. We address misunderstandings of IT concepts and connections. We provide definitions of key ideas in IT, propositions that identify important relationships, and scope conditions that outline the circumstances to which IT applies. Our goal is to provide scholars with an accurate view of IT so that it can continue to advance the science of human behavior in sociology and beyond.

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Book part
Publication date: 25 March 2021

Robert Smith

Abstract

Details

Entrepreneurship in Policing and Criminal Contexts
Type: Book
ISBN: 978-1-80071-056-6

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Article
Publication date: 3 April 2007

Munir H. Shah, M. Jaffar, N. Shaheen and N. Rasool

This paper seeks to apply an improved electrometric method using polarized electrodes to quantify iodine in 241 salt samples pertaining to 15 different brands procured…

Abstract

Purpose

This paper seeks to apply an improved electrometric method using polarized electrodes to quantify iodine in 241 salt samples pertaining to 15 different brands procured from the local market.Design/methodology/approach – Comparative evaluation of the method is made with the iodometric titration and the colorimetric methods.

Findings

The results obtained reveal that the electrometric method excels in attaining higher level of accuracy, precision and lower detection limit, backed by ease of operation.

Practical implications

The method warrants reproducible results both for replicate synthetic and market samples, with a lower detection limit of about 0.1ppm within an acceptable limit of error.

Originality/value

The study shows significant difference between the estimated and labelled iodine values in various brands of iodized salts. Most of the salt samples analysed contain iodine levels far exceeding the WHO permitted limit. The method has the potential of application for in‐situ iodine measurement in iodine fortified salts to ensure rapid quality control, both at the retailer and production levels.

Details

Nutrition & Food Science, vol. 37 no. 2
Type: Research Article
ISSN: 0034-6659

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Article
Publication date: 2 October 2019

Tessa Withorn, Carolyn Caffrey Gardner, Joanna Messer Kimmitt, Jillian Eslami, Anthony Andora, Maggie Clarke, Nicole Patch, Karla Salinas Guajardo and Syann Lunsford

This paper aims to present recently published resources on library instruction and information literacy providing an introductory overview and a selected annotated…

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5097

Abstract

Purpose

This paper aims to present recently published resources on library instruction and information literacy providing an introductory overview and a selected annotated bibliography of publications covering all library types.

Design/methodology/approach

This paper introduces and annotates English-language periodical articles, monographs, dissertations, reports and other materials on library instruction and information literacy published in 2018.

Findings

The paper provides a brief description of all 422 sources, and highlights sources that contain unique or significant scholarly contributions.

Originality/value

The information may be used by librarians and anyone interested as a quick reference to literature on library instruction and information literacy.

Details

Reference Services Review, vol. 47 no. 4
Type: Research Article
ISSN: 0090-7324

Keywords

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Article
Publication date: 4 October 2019

Robert Smith

In the past decade, the concept and theory of “Entrepreneurial Policing” has emerged in academic and policing circles, particularly in a UK context. The purpose of this…

Abstract

Purpose

In the past decade, the concept and theory of “Entrepreneurial Policing” has emerged in academic and policing circles, particularly in a UK context. The purpose of this paper is to collect salient articles from extant but diverse literatures such as policing and criminology to synthesise a literature on it, focussing upon conceptual, theoretical and practical elements.

Design/methodology/approach

The approach is based on synthesising a literature using an in-depth review methodology and on analysing it to develop new insights into theoretical elements.

Findings

The findings are that the literature base is diverse and comes from a variety of policing, criminology, entrepreneurship, management, leadership and policy journals. There is a protean literature but at present little conceptual or theoretical clarity.

Research limitations/implications

There is a need for further empirical research in the form of qualitative face-to-face interviews to be conducted to develop typologies, taxonomies and topographies of entrepreneurial policing (EP). Developing illustrative case studies and teaching cases will educate new generations of police officers into the power and potential of EP as a change agent. This necessitates a change of policing structures, philosophies, processes and practices. From such theoretical groundwork, it is possible at a universal theory of what constitutes EP can be developed and tested. There is a need for commissioned research into the potentially revolutionary phenomenon; a text book and for training courses and seminars on the topic.

Practical implications

There are a number of practical implications for policing and policy practitioners and for its application in the future. From a policing perspective, an increased awareness of EP and criminal entrepreneurship can have positive outcomes in terms of new policing structures, philosophies, methodologies, practices and processes. From a criminal perspective, it heralds a better understanding of entrepreneurial crime, entrepreneurial criminals and organised crime groups. This could result in entrepreneurship educational programmes for police officers, senior officers and other law enforcement personnel and entrepreneurship awareness training for prisoners and ex-offenders and new avenues for utilising entrepreneurship as a diversion out of crime.

Social implications

There are also a number of social implications including the need for policy makers and politicians to be aware of the policing–entrepreneurship nexus and to award financial grants to encourage enterprising behaviour across the criminal justice system; encourage entrepreneurs to give back to their local communities; and increase the number of social enterprises in under-privileged communities.

Originality/value

This review is the first of its kind to deal specifically with EP and its evolution.

Details

Journal of Entrepreneurship and Public Policy, vol. 9 no. 1
Type: Research Article
ISSN: 2045-2101

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Article
Publication date: 6 May 2014

Anthony Hussenot

The purpose of this paper is to develop the concept of managerial controversy. This concept focusses on organizational disagreements in order to understand the emergence…

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3321

Abstract

Purpose

The purpose of this paper is to develop the concept of managerial controversy. This concept focusses on organizational disagreements in order to understand the emergence of organization, and also postulates that researchers can better understand organizational phenomena through the ruptures that occur in an organization's everyday activities.

Design/methodology/approach

While the concept of controversy was initially developed to understand the emergence of outputs, this paper develops the concept of managerial controversy in order to understand the emergence of ways of working.

Findings

The concept of managerial controversy demonstrates that the authors can improve the understanding of organization by focussing on the disagreements, the associations of heterogeneous elements, the mediators, and the traces left by actors, as well as by considering the viewpoints of these actors.

Research limitations/implications

The concept of managerial controversy can be used as a framework for describing the development of organization over time. This concept is suitable for management and organization scholars interested by issues related to organization and organizing.

Originality/value

This paper offers an analytical framework for analyzing the emergence of organizational features from ruptures. Furthermore, the concept of managerial controversy extends to not only the literature of actor-network theory, but also to the literature related to organizing.

Details

Journal of Organizational Change Management, vol. 27 no. 3
Type: Research Article
ISSN: 0953-4814

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Article
Publication date: 6 August 2020

Chi Nguyen Thi Khanh and Le Thai Phong

This study examines the direct and indirect impact of environmental belief, nature-based destination image and time perspective on tourist attitude towards ecotourism.

Abstract

Purpose

This study examines the direct and indirect impact of environmental belief, nature-based destination image and time perspective on tourist attitude towards ecotourism.

Design/methodology/approach

Data was collected through a structured questionnaire survey conducted in Vietnam. The dataset consists of 479 valid responses by Vietnamese tourists. Correlation analysis and structural equation modeling (SEM) were used to test the causal relationships among time perspective, environmental belief, nature-based destination and ecotourism attitude. Confirmatory factor analysis (CFA) is conducted to verify the reliability and validity of each latent construct, and to evaluate the discriminant validity, convergent validity, composition reliability and average variance extracted (AVE) for the latent constructs.

Findings

This study finds statistically significant and positive effects of time perspective, environmental belief and nature-based destination image on ecotourism attitude. The results also indicate that environmental belief is found to have statistically significant effects both direct and indirect on ecotourism attitude; its indirect effect is transmitted through nature-based destination image. Our findings demonstrate empirically that tourists are mainly attracted by natural environment sites and that tourists having environmental beliefs are likely to engage in ecotourism than other types of tourism by first influencing their attitude.

Research limitations/implications

One limitation is associated with our measurement method, which relies on respondents’ self-ratings of their activities. Second, our study is based on internal consistency assessments for establishing construct reliability and validity, which might be the problem of measurement misspecification in tourism research and hinder us to adequately capture the dynamic nature of the variables and the underlying relationships. Third, the survey is conducted in one specific ecotourism nation like Vietnam, and thus, the findings must also be explained in this case.

Practical implications

Policymakers need to pay careful attention to the planning and conservation of local resources, as well as infrastructure, for ecotourism development. Moreover, the management of eco-site needs to maintain ecology properly, provide an authentic ecotourism experience to improve ecotourism destination. Otherwise, ecotourism operators should focus on marketing strategies to increase traditional and natural values and promote eco-friendly social standards for fostering demand.

Originality/value

This study examines an integrated model analyzing the impact of time perspective, environmental belief and nature-based destination on tourist attitude towards ecotourism. This study reveals the understanding of how individuals’ view towards belief in environment and location image, influences their attitude to engage in ecotourism. The study provides several implications for practice.

Details

Journal of Hospitality and Tourism Insights, vol. 3 no. 4
Type: Research Article
ISSN: 2514-9792

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Article
Publication date: 24 August 2021

Xueyan Zhang, Xiaohu Zhou, Qiao Wang, Hui Zhang and Wei Ju

Based on social influence theory (SIT) and social capital theory, this paper aims to explore the mediating role of entrepreneurial networks between technological…

Abstract

Purpose

Based on social influence theory (SIT) and social capital theory, this paper aims to explore the mediating role of entrepreneurial networks between technological entrepreneurs' political skills and entrepreneurial performance and whether market dynamics positively moderates this relationship.

Design/methodology/approach

This study collected data from 454 technological entrepreneurs in Beijing, Shanghai, Hangzhou, Guangzhou, Zhengzhou in China and examined four hypotheses by hierarchical regression analysis and bootstrapping analysis in an empirical design.

Findings

Results reveal that technological entrepreneurs' political skills not only have a direct positive impact on entrepreneurial performance (β = 0.544, t = 12.632, p < 0.001), but also have an indirect positive impact on entrepreneurial performance through entrepreneurial networks (β = 0.473, t = 10.636, p < 0.001). Entrepreneurial networks play a mediating role between entrepreneurs' political skills and entrepreneurial performance with 95% bias-corrected confidence intervals [0.034, 0.015]. Market dynamics plays a moderating role in the relationship among technological entrepreneurs' political skills, entrepreneurial networks and entrepreneurial performance (entrepreneurial performance: β = 0.190, t = 4.275, p < 0.001; entrepreneurial networks: β = 0.135, t = 4.455, p < 0.001). When market dynamics is high, technological entrepreneurs' political skills have a significant positive effect on entrepreneurial networks (simple slope = 0.309, t = 7.656, p < 0.001); but when market dynamics is low, there is no significant correlation between political skills and entrepreneurial networks (simple slope = 0.039, t = 0.966, p > 0.05).

Research limitations/implications

The study relies on self-reported data from single informants. Although the severity of common method bias is tested through two methods, future research designs should avoid the influence of common method bias. Future research should adopt a vertical tracking design, collect data from multiple sources and use subjective assessment and objective indicators to measure variables. In addition, the applicability of the results outside China is worth further empirical exploration. Therefore, the authors hope that future studies can replicate the research to different countries, different cultural backgrounds and different organizational sections to explore the generalizability of the results.

Practical implications

The findings provide useful suggestions for entrepreneurs, who can use political skills to build a strong entrepreneurial network to improve their entrepreneurial performance. The results also suggest that entrepreneurs should pay more attention to cultivating and developing their political skills through methods such as training and practice. In addition, the conclusion is of great implications to enrich the content of entrepreneurship education and guide entrepreneurship practice.

Originality/value

These findings enrich SIT and social capital theory by providing the empirical evidence of the effect of entrepreneurs' political skills on entrepreneurial performance through entrepreneurial network. They also provide deeper insights into market dynamics research by uncovering the moderating role of market dynamics in the relationship between entrepreneurs' political skills, entrepreneurial networks and entrepreneurial performance.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

Keywords

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Article
Publication date: 23 September 2020

Shahnawaz Muhammed and Halil Zaim

This study aims to focus on a particular type of intra-organizational knowledge sharing that is referred to as peer knowledge sharing. This paper examines how peer…

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1799

Abstract

Purpose

This study aims to focus on a particular type of intra-organizational knowledge sharing that is referred to as peer knowledge sharing. This paper examines how peer knowledge sharing impacts firms’ financial and innovation performance, and the mechanism through which such a relationship is realized. The study also evaluates the extent to which leadership support acts as a key antecedent to peer knowledge sharing.

Design/methodology/approach

Drawing on social capital theory and a knowledge-based view of firms, a theoretical model and related hypotheses are presented for testing. A survey design methodology is used to collect data and test the model. Structural equation modeling is used to test the hypothesized relationships based on data collected from 330 knowledge workers in various service-based organizations in Turkey.

Findings

The results indicate that the extent of employees’ engagement in knowledge sharing behavior with their peers and their managers’ leadership support exert a positive impact on organizations’ knowledge management success, which, in turn, can affect organizations’ innovation performance positively and, subsequently, their financial performance. Leadership support of the immediate manager is found to be an important factor that contributes to the respondent’s peer knowledge sharing behavior. The proposed model’s invariance testing between male and female respondents revealed that peer knowledge sharing’s contribution to knowledge management success may be different in the two groups.

Research limitations/implications

This study contributes to extant research on knowledge sharing by specifically focusing on peer knowledge sharing and reinforcing leadership support’s importance on knowledge sharing. The study also highlights the importance of knowledge management success as an important mediator necessary for linking individual knowledge management behaviors, such as peer knowledge sharing, with organizational performance.

Originality/value

Knowledge sharing is a topic of continuing interest for organizational researchers, yet limited empirical research has been conducted that links individual-level, intra-organizational knowledge sharing to organizational performance. This study examines this linkage and provides empirical support for this relationship, while simultaneously pointing to an important type of knowledge sharing that occurs within organizations, referred to as peer knowledge sharing.

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