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This paper presents the main findings of an empirical study that investigates the effects of the “soft” and “hard” criteria of total quality management (TQM) in four ISO 9001 certified small and medium‐sized enterprises (SME) in Trinidad and Tobago (T&T).

The study adopted an ethnographic research approach, and used the analytic hierarchy process (AHP) to determine the extent to which these criteria were implemented at the point of ISO 9001 certification. By complementing the literature review, a hierarchy framework of TQM implementation via ISO 9001 was developed. The framework comprised three levels of criteria, sub‐criteria and elements which determine the effectiveness of TQM implementation in SME. Inputs from 16 evaluators including senior executives and representatives from the studied companies were invited. The combined opinions from evaluators were used to identify and prioritize these criteria and components.

The results showed that the “soft” criteria were implemented less than the “hard” criteria in SME. The AHP findings supplement the body of knowledge existing in compliance requirements of ISO 9001 and provide insights on how SME perceive the importance of “soft” versus “hard” criteria in TQM implementation. These findings highlight the need to align SMEs' prevailing quality culture with top management and considers it as one of the focal compliance requirements for future revisions of the ISO 9001:2000 Standard.

Because of the ethnographic nature of the study, it was possible to obtain data from only four SME.

SME in T&T may apply the findings of the empirical research to design, implement and continually improve their quality management system

This paper makes a contribution to the body of knowledge in the field of quality management in a region where such work is limited. It adds value by empirically measures TQM implementation by determining the extent to which its criteria is implemented in ISO 9001 certified SME.

Considers the need for company managers to maintain awareness of technological innovation in order to remain competitive in international markets. Examines several areas in which new technology can be critical to a company′s success, some of the methods managers can use to stay in touch with technological innovations, and cites some examples of such methods as employed in successful organizations today. Concludes that the methods used will depend on the individual nature of the company.

An exploratory empirical examination was conducted to determine if collectivists experienced a higher psychological sense of community at work than individualists.

Survey data were obtained from 264 non‐supervisory respondents. Correlation and regression analyses were performed to examine the relationship among individualism‐collectivism and psychological sense of community at work, while controlling for age, gender, marital status, education, and position.

Results showed that while controlling for demographic and job related variables, collectivists experience higher levels of psychological sense of community at work than individualists.

Because this investigation was a cross‐sectional research design, causality cannot be determined although reverse causality is unlikely due to individualism‐collectivism being a relatively stable individual difference variable.

In the uncertainty of our current economic and labor landscape, collectivists may feel more secure and ride the waves better than individualists. Organizations should work to communicate values that encourage building a sense of community among their employees. Managers should include relationship building with subordinates among their many daily tasks.

The paper examines an under‐researched area by incorporating concepts from the field of community psychology to examine individualism‐collectivism as one predictor of which individuals may better navigate the turbulent nature of the current job landscape.

The digital revolution has changed consumer–service provider interaction, spawning a new generation of FinTech. This paper analyzes consumers' reactions to artificial intelligence (AI) (vs human) decisions.

The authors tested their predictions by conducting two experimental studies with FinTech consumers (n = 503).

The results reveal that consumers' responses to AI (vs human) credit decisions depend on the type of credit product. For personal loans, the rejection by an AI provider triggers higher levels of satisfaction compared to a credit analyst. This effect is explained via the perceived role congruity. In addition, the findings reveal that consumers’ rejection sensitivity determines how they perceive financial services role congruity.

To the best of the authors' knowledge, this research is the first to jointly examine AI (vs human) credit decisions in FinTech and role congruity, extending prior research in the field.

Addresses the standardization of the measurements and the labels for concepts commonly used in the study of work organizations. As a reference handbook and research tool, seeks to improve measurement in the study of work organizations and to facilitate the teaching of introductory courses in this subject. Focuses solely on work organizations, that is, social systems in which members work for money. Defines measurement and distinguishes four levels: nominal, ordinal, interval and ratio. Selects specific measures on the basis of quality, diversity, simplicity and availability and evaluates each measure for its validity and reliability. Employs a set of 38 concepts ‐ ranging from “absenteeism” to “turnover” as the handbook’s frame of reference. Concludes by reviewing organizational measurement over the past 30 years and recommending future measurement reseach.

While extensive reading has been widely implemented in face-to-face settings, few studies have examined how extensive reading in online classrooms is enacted. The present study aims to explore students' voice in online extensive reading classrooms.

This brief report is part of classroom action research. It involved 3 undergraduate students majoring in English education who undertook extensive reading course during the COVID-19 pandemic. The participants documented their reading experience through digital storytelling (DST) at the end of the semester. Data from the DST were collected and analyzed using thematic analysis with narrative approach.

The story began with the recollection of the participants' memories in the past when they studied English. It then moved to students expressing meeting the intersection between challenges and opportunities when becoming an extensive reader. The digital story ended with a reflection on the action of the participants when engaged in extensive reading and its learning tasks. The present research suggests that extensive reading teachers should involve students in meaningful but flexible online activities to develop reading habit and interest, particularly during the COVID-19 pandemic.

Ample studies have investigated how students experience extensive reading class situated in either online or offline setting. However, few studies have explored students' voices when they have to do extensive reading online during university closure due to COVID-19 pandemic. In addition, this study investigates students' voice from DST as a data collection technique.

This study examines the effect of both objective knowledge (i.e., what arts audience members actually know about art) and subjective knowledge (i.e., what arts audiences members think they know about art) on their propensity for experience-sharing (i.e., the tendency to share art-related experiences with other individuals). In addition, the study examines the role of culture (i.e., whether arts audiences belong to an individualistic or collectivistic culture) on the above-mentioned relationship.

Data were gathered through a field survey at a large contemporary art museum in Italy, conducted via a structured questionnaire and analyzed using multiple regression analysis.

Results indicate that both subjective and objective knowledge positively affect arts audiences’ propensity for experience-sharing, such as talking to others about a visit to an art gallery. Moreover, such effects appear to vary depending on culture: objective knowledge seems to positively influence experience-sharing when audiences belong to collectivistic cultures, whereas subjective knowledge seems to positively influence experience-sharing when they belong to individualistic cultures.

The study’s findings could motivate arts managers to emphasize the implementation of international communication strategies aimed at reinforcing arts audiences’ subjective and objective knowledge since these variables are positively associated with their propensity for experience-sharing with others.

This is the first study to assess the effects of objective and subjective knowledge, alongside the cultural dimensions of individualism and collectivism, on arts audiences’ propensity for experience-sharing.

This study aims to cover an important yet largely under-explored topic: the dynamic process of bank liquidity management in a vast developing economy by considering pool of funds hypothesis, signaling hypothesis and risk management hypothesis.

The authors apply the dynamic common correlated effect (DCCE) method with an error correction model format to a long panel datasets of 84 Indonesian banks from January 2003 to August 2019, resulting in 16,800 observations.

The authors obtain convincing evidence of dynamic liquidity management with an error correction mechanism. The time needed to adjust to a liquidity shock ranges from 2.5 to 3.5 months. The empirical results strongly support the pool of funds and signaling hypotheses, whereas risk management motive appears to have secondary importance.

The regulator should also encourage banks to diversify liquidity management to include interbank money market and off-balance-sheet instruments. The current condition shows that bank liquidity management is strongly correlated with intermediation dynamics and thus is contracyclical. Banks could end up with tight liquidity in a booming economy, which would pose a severe risk to their financial standing.

To authors’ knowledge, this study is the first to analyze bank liquidity management behavior empirically using a panel error correction mechanism. Here, the authors also try to combine a practitioner perspective with a scientific one.

Individualism collectivism measures, along with decision styles, are examined in Taiwan. About 600 questionnaires were distributed directly to employees with managerial positions in private, public, and mixed enter prises in the capital, Taipei. In general, Taiwanese were found to be more collectivist than individualistic. Participants displayed a strong preference for consultative and participative styles and determined that these two styles were the most effective in practice. Further more, participants indicated that their immediate supervisors were mostly consultative and autocratic.

Some of Lou Pondy′s closest colleagues were invited to submit letters and articles, as a starting point for this special issue. Many letters were received from leading scholars at some of the most respected institutions in the world, capturing Lou′s human qualities and his unique analytic style. A selection of these letters are included here.