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In empirical research and practitioner guides, turnaround processes tend to be described in terms of discrete stages and strategies. Though necessary, this characterization belies the twists and turns of turnaround leadership. The purpose of this paper is to expand the assumptions of how turnaround proceeds in linear chronos time with the sensibilities of kairos time or the “right” time for turnaround leadership moves.

This study is an exploratory qualitative multi-case study with principals and their key supports (assistant principals, district leaders, teacher leaders) in four public turnaround schools. The grounded theory analysis conceptualizes the experiences of turnaround principals in flexible, complex ways.

The findings begin with a metaphor and definition of “shifting gears” at chronos and kairos times that emphasizes how turnaround principals make adaptive, agentic adjustments when moving forward through changing terrain. The second half of findings describes each principal’s experiences and reflections on their discernment of the right times for change within a chronological trajectory of turnaround. In addition, the leaders described shifting gears as strategic and responsive to contexts, sometimes taking a psychological toll.

Expanding notions of time in turnaround re-centers turnaround leaders as engaging in intellectually and emotionally demanding work. Such recognition challenges future research to address experiences and emotions in dynamic contexts. Hence, with this study, preparation programs and state and local systems may adjust holistic supports and leadership pipelines to sustain turnaround leaders.

This study aimed to understand adolescents’ experiences, negative feelings and coping mechanisms associated with the major disruption caused by the COVID-19 pandemic. The purpose of this study was to develop a baseline for understanding adolescents and their environment to assist future developments of technological and other solutions to mitigate adolescents’ loneliness, improve their wellbeing and strengthen their resilience.

The data about adolescents’ experiences during the COVID-19 pandemic was collected through virtual interviews conducted via Zoom. A total of 39 adolescents (aged 12 through 18 years) primarily from the North East of the USA participated in the study. The transcripts of the interviews were analyzed using thematic analysis.

This study found evidence of negative disruptions to adolescents’ social, learning and emotional routines. This study also found that in dealing with the effects of COVID-19 disruption, most of the participants exhibited five key attributes of individual resilience, including social competence, problem-solving, critical consciousness, autonomy and a sense of purpose. External factors supporting resilience were also mentioned, including technology resources, family, school and broader community.

This study relied on first-hand adolescents’ reports of their experiences, feelings and coping strategies during the pandemic. This study applied a resilience framework to interpret the findings and translate them into recommendations for further development of support systems for adolescents.

Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work aims to analyse innovation in retail experiences from two aspects – marketing innovation and technological innovation – to understand the role it exercises in satisfaction and subsequent recommendation.

The authors’ objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word-of-mouth (WOM) through three core constructs: store image, consumer value and store brand equity. SEM methodology is applied on a sample of 820 retail customers of grocery, clothing, furniture an electronics store.

The results show that technological innovation is more important than marketing innovation in shaping image, value and satisfaction. At the same time, store image is the variable that most influences customer satisfaction and that satisfaction is a very significant antecedent of WOM behaviour. Practical implications for retail managers and further research are presented.

The main value of this work has been to go deeper into the study of retail innovation, both in marketing and technologies, and its direct and indirect effects on satisfaction and subsequent recommendation through store image, consumer value and store brand equity. It is a new line of study, which is still fragmented and with little empirical evidence.

To respond to the environmental demands of consumers, more and more hotels are increasingly striving to implement sustainable practices to satisfy the requests of environmentally conscious consumers. This paper aims to propose and test the relationship between these “green” initiatives and functional value as perceived by tourists, guest satisfaction and intentions to revisit the hotel and to spread positive word-of-mouth (WOM).

A sample of 378 guests who stayed in a three- and four-star hotel was used. Structural equation modeling (SEM) was used to test the proposed relationships. Confirmatory factor analysis and structural equational modeling were used to test the proposed model.

The results of the data analysis indicated that the impact of “green” practices on perceived value, satisfaction, intention to revisit and WOM. In addition, the positive effects of functional value on guest satisfaction and WOM are also confirmed.

Customers' revisit intention is not only created when hotels implement “green” practices, but also when the degree of customer satisfaction with the hotel increases. In this sense, managers are encouraged to pay more attention to environmental initiatives as an essential tool to increase the level of guests' satisfaction.

The study yields several implications that can be helpful for managers while devising green marketing strategies for the hotel sector. The results show that guests tend to develop greater levels of loyalty to a specific hotel when they are satisfied with the services offered by the hotel. In this sense, the environmental measures implemented by companies are a key strategic tool, given their essential role in the construction of perceived value, guest satisfaction as well as WOM and revisit intention.

Few studies exist which delve into the possible factors that prevent ethically minded consumers from translating their ethical perceptions into ethical purchase intention (EPI). Thus, this study aims to explore how consumers assess corporate social responsibility (CSR) based on several influencing factors toward EPI, with CSR skepticism (SKP) as a moderator.

This cross-sectional study is conducted through a self-administered questionnaire and uses a positive research approach with a quantitative basis of enquiry. The partial least squares–structural equation modeling- model is used to examine the causal relationship between seven independent variables of CSR assessment (i.e. CSR awareness, knowledge of CSR position of company, cause importance, price consciousness, CSR image of company, credibility of CSR efforts and peer influence) with EPI. In addition, this study also examines the moderating effect of SKP in the relationship.

The findings show that CSR assessment factors are important to convert mere purchase criteria into EPI and SKP does play a significant role in weakening the relationship.

This study examines the moderating effect of CSR skepticism, the exploration of which still remains very limited in current literature.

This paper aims to analyze the relationship between sustainability practices and the degree of innovation in the service provided by restaurants. The study identifies relevant restaurant segments in relation to sustainable practice-based service innovation so that effective actions to raise awareness and train managers and staff may be developed. Segmentation has been identified as a key tool when designing strategies and proposing actions. Yet, the use of segmentation techniques is still scarce regarding service innovation and sustainability in restaurants.

A segmentation analysis was carried out applying the CHAID algorithm from 300 valid questionnaires completed by restaurant owners or managers from coastal Ecuador, where tourism and gastronomy may be drivers of service innovation.

A typology of restaurants based on the sustainability-service innovation interrelation suggests three final segments: sustainable innovators focused on the value chain, moderate innovators focused on saving resources and restaurants with a low innovative profile.

The three segments derived from the analysis present differences in terms of the degree of implementation of sustainability practices, as well as in terms of the demographic profile of the restaurant manager. These segments are measurable, substantial, accessible and actionable, so that tailored initiatives to raise awareness and boost sustainability-oriented innovativeness among restaurant owners/managers may be targeted to each group of establishments.

The present research provides evidence of the positive relationship between sustainability practices and service innovation in foodservices. The segments of restaurants identified enable the design and implementation of actions that facilitate the transition of less sustainability-oriented restaurants towards more innovative and sustainable business models.

This study aimed at examining the influence of two important elements of social supports, namely supervisor support and coworker support, on work engagement among employees in the university setting. The study also further examined the mediating potentials of meaningful work on the relationships between the former and the latter.

The sample study comprised academic and managerial staff members from a public-sector university in Malaysia. Out of the 420 distributed questionnaires, 216 were received back from which 177 were found useable and hence were taken further for final data analysis. Statistical software of SPSS and Smart PLS 2.0 M3 were used to perform data analysis.

Supervisor support and coworker support were found to be significant predictors of work engagement. Further, meaningful work was found mediating these relationships.

The findings enrich literature of social support, work engagement, and meaningful work. The study is one of the foremost empirical works examining the mediating potential of meaningful work on the relationships between two social resources (supervisor support and coworker support) and work engagement. The issue of work engagement is evident in several mainstream work sectors alongside the education sector. Hence, the research findings are worthy to help understand work engagement issues and how to tackle it in the education setting.

Perceived value and customer loyalty have been studied jointly in most of services literature but mainly through SEM models. This paper aims to draw on the literature on the multidimensional richness of perceived value, to adopt a segmentation approach and explore segments of loyal consumers towards the service provider based on their value perceptions.

A survey was conducted among 460 Spanish consumers interviewed at the store exit of seven retail chains in two sectors (grocery and home furnishing). A CHAID analysis was performed on loyalty responses, through nine value dimensions (efficiency, service quality, product quality, emotional value, value for money, social value, aesthetic value, escapism and ethics).

Results show the existence of different groups of loyal customers based on the nine value types. Efficiency is prioritised by the most loyal customers in grocery but not for home furnishing. Emotional value and aesthetics, along with product quality determine the most loyal segments.

Retailers should focus on enhancing those value dimensions that better explain customer loyalty towards retail stores in their area of specialisation, combining not only tangible and intangible elements but also functional and emotional elements.

The paper adds to the prolific research on perceived value in services with a diachronic graphical review of value dimensions in retailing; furthermore, the range of value dimensions studied here is wider than most of previous works using dimensions of value in services.

In the current era of intensified immigration enforcement and heightened risks of deportation even for long-term lawful permanent residents, citizenship has taken on a new meaning and greater importance. There is also growing evidence that citizenship denials in their various forms have become inextricably linked to immigration enforcement. Who is denied citizenship, why, and under what circumstances? This chapter begins to address these questions by developing a typology of citizenship denials and providing an empirical overview of each type of citizenship denial. Taken together, the typology of citizenship denials and the accompanying empirical overview illustrate the close connection between immigration enforcement and citizenship rights in the United States.

The purpose of this paper is to investigate the nature of the underlying social motivation, including collective norm and subjective norm, which shapes users’ decisions to revisit a social commerce site.

Structural equation modeling was used to evaluate the research model using data from a survey of 531 social commerce users.

Results support the importance of subjective and collective norms as measures of social norm. Both norms were combined to: develop a parsimonious higher order measure of social motivation, and examine the consequent impact on social commerce continuance behavior. In addition, the authors demonstrate that the factors that influence the social impact theory variables, specifically time spent during each visit, affective experience and gender can moderate the impact of social norm on social commerce continuance use intention.

Social commerce website designers can provide visibility of the number of a user’s close contacts (or contacts that the user either interacts with or follows) as well as the total number of people using the same technology as a visual cue to encourage user retention on the site.

The results indicate that customers’ social commerce revisit intentions are strongly influenced by a combination of how they perceive the behavior as endorsed both by their friends and by the majority view in their social network.

This study examines and validates sources of social influence that affect continuance use intention with social technologies such as social commerce sites.