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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.

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

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.

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.

The purpose of this chapter is to contextualize mixed findings in the self-complexity literature. Self-complexity (when individuals' identity meanings do not overlap) theoretically buffers negative outcomes associated with distressing experiences, like identity non-verification (perceptions that others see individuals differently than individuals see themselves). However, research on self-complexity overlooks the social context in which these processes occur. Here, the author argues that multiplexity (when individuals are connected in two or more role relationships) provides meaningful context that influences whether self-complexity functions as a buffer. This leads to two competing arguments: (1) multiplexity enhances the self-complexity buffering effect and (2) multiplexity undermines the self-complexity buffering effect.

Using egocentric network survey data from 314 US adults, the author ran four regression models (two for the friend identity, two for the coworker identity). These models test whether self-complexity moderates the effect of non-verification on distress when individuals do (or do not) have multiplex ties in which they are close friends with their coworkers.

Multiplex ties amplify the buffering effect of self-complexity when non-verification occurs in the coworker identity, but multiplex ties weaken the buffering effect of self-complexity when non-verification occurs in the friend identity.

This work supports the idea that the benefits associated with self-complexity are conditional on social context as well as identity context. Future research should consider these realities when examining how identity and buffering processes relate to wellbeing.

This work integrates social network analysis and identity theory to reconcile mixed findings in the literature on self-complexity.

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.

A deteriorating security situation and an increased need for defence equipment calls for new forms of collaboration between Armed Forces and the defence industry. This paper aims to investigate the ways in which the accelerating demand for increased security of supply of equipment and supplies to the Armed Forces requires adaptability in the procurement process that is governed by laws on public procurement (PP).

This paper is based on a review of current literature as well as empirical data obtained through interviews with representatives from the Swedish Defence Materiel Administration and the Swedish defence industry.

Collaboration with the globalized defence industry requires new approaches, where the PP rules make procurement of a safe supply of defence equipment difficult.

The study's empirical data and findings are based on the Swedish context. In order to draw more general conclusions in a defence context, the study should be expanded to cover more nations.

The findings will enable the defence industry and the procurement authorizations to better understand the requirements of Armed Forces, and how to cooperate under applicable legal and regulatory requirements.

The paper extends the extant body of academic knowledge of the security of supply into the defence sector. It serves as a first step towards articulating a call for new approaches to collaboration in defence supply chains.

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.

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.

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.

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.

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.

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

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

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

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.

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.

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.

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.

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.

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.

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

This study aims to examine how veganism is “seen” by young adult non-vegan consumers and how prevailing attitudes reinforce or challenge stigmas around veganism.

Photovoice methodology was used to explore young non-vegan consumers’ attitudes and beliefs towards veganism. Data was collected from students studying advertising at a major university in Australia, who produced images and narratives reflective of their own attitudes towards veganism. Polytextual thematic analysis of the resulting visual data was then undertaken to reveal the dominant themes underpinning participants’ attitudes. Participant narratives were then reviewed to confirm whether the ascribed meaning aligned with participants’ intended meaning.

Participant images were reflective of first, how they saw their world and their place within it, which showed the interplay and interconnectedness between humans, animals and nature, and second, how they saw vegans within this world, with both positive and negative attitudes expressed. Interestingly, vegans were simultaneously admired and condemned. By situating these attitudes along a spectrum of moral evaluation, bounded by stigmatisation and moral legitimacy, participants saw vegans as being either Radicals, Pretenders, Virtuous or Pragmatists. For veganism to become more widely accepted by non-vegans, there is an important role to be played by each vegan type.

This study offers a more nuanced understanding of how and why dissociative groups, such as vegans, become stigmatised, which has implications for messaging and marketing practices around veganism and associated products/services. Future research could use a similar methodology to understand why other minority groups in society are stereotyped and stigmatised, which has broader social implications.