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Argues that the aim of marketers should be to build positive relationships with customers. However, the nature of such relationships is unclear. Examines the one‐to‐one relationship between customers and individual employees and highlights key implications for managers.

This chapter reports on the interaction dynamics of a workplace exercise group for beginners. Dramaturgical stress occurred here as individuals who already knew each other as competent colleagues felt embarrassed about encountering one another in this low ability exercise group. To resolve this role conflict, participants sought to define themselves as familiar strangers (which they were not) through minimal interaction in non-binding relationships. This was achieved through three types of facework strategy: not only the defensive and protective kinds that Goffman identified as saving individual faces, but also collective strategies, which sought to repair the face of the whole group. Paradoxically, therefore, in attempting to deny their “groupness,” these actors actually displayed and reinforced their solidarity as a performance team.

This paper aims to contribute to the debate about the closure of institutional mental health-care facilities, from an experiential perspective of a former mental health inpatient, ongoing service user and campaigner for retention of such facilities. It argues that auto-ethnographic accounts of mental illness by those with multiple social identities can have a greater role in terms of future training of mental health-care professionals.

The paper offers an experiential account of the impact of mental health facility bed closures as a patient admitted to institutional mental health facilities; as a mental health campaigner, fighting for the provision of both places of safety and “safe space” within his own local community; and as an ongoing service user. The research is in the interpretivist tradition of social science in taking an auto-ethnographical methodological stance.

This paper is underpinned by two key theoretical notions. Firstly, Stuart Hall’s concept of the Familiar Stranger (2017) is used to explore the tensions of self-identity as the author SHIFTS uncomfortably between his three-fold statuses. Secondly, the notion of “ontological insecurity” offered by Giddens (1991) is used with the paper exploring the paradox that admission to a mental health facility so-called “place of safety” is in fact itself a disorientating experience for both patient and carer(s).

No positivistic claims to reliability, representativeness or generalisability can be made. It is the authenticity of the account which the reader feels should be afforded primacy in terms of its original contribution to knowledge.

This paper should have practical use for those tasked with developing educational and training curriculums for professionals across the mental health-care sector.

This paper implicitly assesses the political wisdom of the policy of mental health bed closures within the wider context of the deinstitutionalisation movement.

This paper is underpinned by original experiential accounts from the author as patient, campaigner for places of safety and onging service-user of mental health care provision.

The purpose of this paper is to extend a traditional communication theory, spiral of silence, to explore the effects of user anonymity and member familiarity on opinion expression behaviour in a virtual environment.

A laboratory experiment method was used to manipulate user anonymity, member familiarity, and opinion congruity to measure the willingness to express opinions concerning controversial topics.

A total of 147 participants were recruited in the experiment. The results revealed that anonymous users in virtual communities and users in groups comprising familiar members are more willing to express inconsistent opinions than non-anonymous users and users in groups containing unfamiliar members, respectively. In addition, anonymous and non-anonymous users as well as users in groups comprising familiar members and those in groups containing unfamiliar members are equally willing to express consistent opinions.

This is the first study to verify the effect of user anonymity and member familiarity on the willingness to express opinions in online social communities. The findings have crucial implications regarding how governments and businesses can stimulate creativity and feedback through virtual communities.

Although offender profiling has been cited as an effective tool to interview suspects, empirical profiling methods have completely excluded interviewing suggestions when testing the validity of this technique. The purpose of this paper is to explore the utility of empirically derived profiles of offender- and victim-related sexual assault case characteristics (n=624) in the preparation of the interrogation strategies in sexual assault investigations.

Latent class analysis was used to extract profiles of offender- and victim-related sexual assault case characteristics in a sample of 624 incarcerated sex offenders. Moreover, relationships between offender and victim profiles were conducted using χ² analyses.

Findings show that specific offender-victim profiles are related to greater likelihood of confession during the interrogation. Possible interrogation strategies for each profile are suggested and implications for the practice of interviewing suspects are discussed.

The study is the first to examine both victim and offender profiles in order to assess the significant victim-offender profile combinations and their associated probabilities of resulting in confession.

The authors seek to propose the notion of ubiquitous proximity e‐service for exploring collective wisdom in the ubiquitous environment. Ubiquitous proximity e‐service highlights the collective effort focused on collecting the user group's power as the reference for ubiquitous trust decisions.

This paper provides some theoretical utility support for ubiquitous proximity e‐service. The “homophily” describes the tendency of individuals to associate and bond with similar others. By highlighting the “homophily” of e‐service participants, these isolated individuals can be treated as a group with proximity. The main value of ubiquitous proximity e‐service utilizes the network effect from the collective effort of interpersonal social network.

In order to leap the trust barrier for users to embrace these ubiquitous e‐services, ubiquitous proximity e‐service makes it possible for users to collaborate with their nearby user groups to establish a reliable and trustworthy interaction environment. The simulation outcomes for trust decision quality enhancement show a significant improvement in a variety of environment settings.

A significant value of ubiquitous proximity e‐service lies in the increased possibility of establishing innovative social network relationships. From the interpersonal perspective, unfamiliar strangers can make connections with individuals who are proximal and homoplastic to them. The strength of proximity gives people better chances to make interpersonal connections, including both weak ties and strong ties. By combining those interpersonal tie relationships, ubiquitous proximity e‐service can easily cause information diffusion and effectively encourage collective wisdom.

The paper advocates the utility of ubiquitous proximity e‐service that can be realized in the e‐commerce environment and which enables information diffusion effectively.

Considering that low-level general trust may hinder communication, this study aims to detect the factors that can influence general trust between exhibitors and visitors during business-to-business trade fairs.

Based on a literature review and stakeholders’ behavior analysis, a conceptual model of general trust formation between exhibitors and visitors is proposed.

The preconditions of strangers’ general trust patterns mainly include their early experience regarding trust, institutional trust in the environment and trust propensity. Stakeholders’ treatment, trust transfer, on-site restraints, reward and punishment expansion and on-site personnel arrangement may facilitate the formation of general trust between exhibitors and visitors.

This paper is a conceptual article that requires further investigation to verify the main factors that influence general trust and the impact of general trust on other trust components between exhibitors and visitors.

Organizers, exhibitors and visitors should pay attention to participants’ selection, supervision, self-discipline and personnel management before and during trade fairs. International and small-scale, especially new trade fairs in developed and developing countries, must consider additional measures to improve general trust.

The existing literature has not focused on general trust in the trade fair context. In this paper, research on network and relationship marketing is further deepened in terms of a specific trust type. The interactions between stakeholders before and during fair may promote general trust among participants than in other settings, which partially explains why trade fair (even other two-sided markets) can increase social capital.

The paper seeks to understand the formation of mutual knowledge in the online world using the phenomenological framework that Alfred Schutz and his associates constructed for the examination of the lifeworld.

This study consists of three parts: reviewing Schutz's theory of the constitution of intersubjectivity in the lifeworld; extending Schutz's analysis to the acquisition of mutual knowledge in the online world; and applying the extended version of Schutz's theory to the booming blogosphere on the internet.

Schutz divided the contemporaneous lifeworld into two realms – consociates and mere contemporaries. Schutz maintained that people came to know one another based on shared life experiences through “growing older together” in the realm of consociates and based on objectified schemes of interpretation through “ideal typification” in the realm of mere contemporaries. This article extends Schutz's analysis to human interaction on the internet, showing that in the emergent online world people become mutually familiar based on the biographic narratives they recount to one another through self‐disclosure. Mutual knowledge obtained online also contributes to the total stock of knowledge people come to accumulate in an increasingly distanciated lifeworld.

This article argues that the spread of the internet has changed the structure of the lifeworld Schutz depicted, and such changes have produced ways of getting to know others that were previously impossible. In light of those changes, this article seeks to update Schutz's theory of mutual knowledge.

The purpose of this paper is to present a specific case of at-home ethnography, or insider research: The German Public Employment Service (BA) commissioned its own research institute (Institute for Employment Research (Institut für Arbeitsmarkt- und Berufsforschung)) to evaluate the daily implementation of its core management instruments (target management and controlling). The aim of the paper is to explain the challenges faced by the ethnographers and to reflect on them methodologically.

At-home ethnography/insider research.

In the paper, it is argued to what extent conducting at-home ethnography, or insider research, is like “Walking the Line” – to paraphrase Johnny Cash. When examining a management instrument that is highly contested on the micropolitical level, the researchers have to navigate their way through different interests with regard to advice and support, and become micropoliticians in their own interest at the same time in order to maintain scientific autonomy. The ethnographers are deeply enmeshed in the micropolitical dynamics of their field, which gives rise to the question of how they can distance themselves in this situation. To this effect, they develop the argument that distancing is not so much about seeing what is familiar in a new light, as is mostly suggested in the literature, than about alienating a familiar research environment in order to avoid a bureaucratically contingent othering. It is shown what constitutes a bureaucratically contingent othering and how it should be met by an othering of the bureaucracy. Conclusions are drawn from this with regard to the advice and support required for the bureaucracy and concerning the methods debate surrounding insider research in general.

The paper contributes to the method debate with regard to at-home ethnography, or insider research, and particularly addresses organisational researchers and practitioners facing similar challenges when conducting ethnographic research in their own organisation.

The purpose of this paper is to trace how the relationship between city governments and citizens has developed over time with the introduction of urban informatics and smart city technology.

The argument presented in the paper is backed up by a critical review approach based on a transdisciplinary assessment of social, spatial and technical research domains.

Smart cities using urban informatics can be categorised into four classes of maturity or development phases depending on the qualities of their relationship with their citizenry. The paper discusses the evolution of this maturity scale from people as residents, consumers, participants, to co-creators.

The paper’s contribution has practical implications for cities wanting to take advantage of urban informatics and smart city technology. First, recognising that technology is a means to an end requires cities to avoid technocratic solutions and employ participatory methodologies of urban informatics. Second, the most challenging part of unpacking city complexities is not about urban data but about a cultural shift in policy and governance style towards collaborative citymaking. The paper suggests reframing the design notion of usability towards “citizen-ability”.