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The study reported on in this article examines how instructional leadership is exercised by superintendents in effective school districts. We employ concepts drawn from school effectiveness studies and from organizational literature on coordination and control in an attempt to understand how superintendents organize and manage instruction and curriculum in these effective districts. Specific instructional management practices are examined within a framework of six major functions, setting goals and establishing expectations and standards, selecting staff, supervising and evaluating staff, establishing an instructional and curricular focus, ensuring consistency in technical core operations, and monitoring curriculum and instruction. Based on interviews with superintendents from 12 of the most instructionally effective school districts in California and analysis of selected district documents, we present descriptions of district‐level policies and practices that these superintendents use to coordinate and control the instructional management activities of their principals. Similarities and differences in the patterns of control and coordination found in these districts are highlighted. The implications of the findings are then examined in light of recent findings regarding coupling and linkages in schools. The results of this study suggest that superintendents in instructionally effective school districts are more active “instructional managers” than previous descriptions of superintendents would have led us to expect. In particular, coordination and control of the technical core appears more systematic in these districts. The results do not, however, provide a uniform picture of how instruction is coordinated and controlled. A wide range of both culture building activities and bureaucratic policies and practices were emphasized by the superintendents in this study as they exercised their instructional leadership roles.

Internet characteristics — enhanced distribution customer relationships and information access in an information intensive industry — fit the tourism industry. There is little sense having an Internet presence though if visitors cannot find and use the website or receive answers to their e‐mail inquiries. Research lauds online tourism initiatives, yet little research investigates Internet use in wine tourism. Given the competitive nature of wine tourism, an important research area is what website features and e‐mail policies do wine tourism operations use for better site navigation site popularity and relationship marketing? Two online analyses of eight wine tourism operations, within and outside Western Australia, illustrate a methodology and dozens of possible metrics for analysing the competition and marketing electronic wine tourism. The results give wine tourism managers insights into short‐term competitive advantages via website features and e‐mail policies, and add to the academic literature and future research of the Internet's role in wine tourism.

In this study the authors set out to investigate the nature of administrative control in school districts in general and the control processes and activities employed in instructionally effective school districts in particular. Nine control functions are identified which are assumed to affect student outcomes by influencing the culture and technology (curriculum and instruction) of schools. Data were collected from interviews of superintendents in 12 effective school districts in California. The findings revealed inter alia more district‐level control of principal behavior and site activity than anticipated; control functions that were pervasive and connected; a wide range of control mechanisms; and the key role of the superintendent in connecting schools and district offices.

Eleven representative examples of professional development are examined in what is labelled a new era of administrator training. An analysis is presented of the conditions that have helped foster interest in the creation of new approaches to the training of school administrators. Ten current conditions in the area of administrator training where improvement is needed are reported on. Commonalities among the new approaches to training are discussed and these principles juxtaposed against the status quo in administrator training. It is concluded that the new era of professional development is significantly different from many current training programmes, in terms of both process and content. These differences are examined in detail. Potential problems in these newer approaches to administrator training are noted.

The fundamental change in accounting rules for equity-based compensation (EBC) instituted by SFAS 123, SFAS 123r, and IFRS 2 has allowed for new insights related to a variety of research questions. This paper discusses the empirical evidence generated in the wake of the new regulation and categorizes it into two broad streams. The first stream encompasses research on the changed use of EBC and the incentives provided. The second stream addresses how firms account for EBC, including the underreporting phenomenon and how it was affected by the mandatory recognition of EBC expenses. I discuss where research delivers unanimous findings versus contradictory results. Using these insights, I make recommendations for further research opportunities in the area of EBC.

This issue is a selected bibliography covering the subject of leadership.

The current chapter focuses on environmental and organizational factors that affect the performance appraisal context, performance evaluations, and rating accuracy. Drawing on the extant literature and focusing on current organizational practices, we propose a dynamic multi-level model of performance rating that takes these distal factors into consideration. In doing so, we also provide propositions explicating causal linkages between these distal factors, more proximal performance appraisal factors, and ultimately the accuracy of performance ratings. Furthermore, we identify current and emerging directions in performance appraisal research and practice. The implications of the current and emerging trends are then discussed in the context of our proposed model.

Industry publications abound with tips on how to create and nurture customer evangelism. Scholarly publications note the effects of evangelism to firms. Consultants promote evangelism creation as part of their skill set. Yet the existence customer evangelism and its effects remain unsupported by empirical evidence. The purpose of this paper is to quantitatively explore customer evangelism.

This paper takes one of the first steps towards empirical analysis of customer evangelism by using a formative composite latent variable model to identify customer evangelists from a survey population. The authors then compare customer evangelists against non-customer evangelists on key characteristics, as per the claims in the qualitative literature, to verify the accuracy of the selection model.

The analysis demonstrates that key claims in the qualitative literature in regard to customer evangelists are supported by quantitative data in this study, namely that customer evangelists are focused on authenticity, cultishness and sharing knowledge, and have a deep emotional and spiritual connection to the brand. They also have higher intentions to purchase the product in future than do non-customer evangelists. However, other claims in the qualitative literature – such as that customer evangelists are more socially oriented, knowledge-seeking, experientially oriented or idealistic than are non-customer evangelists – are not supported by the data in this study, or are inconclusive.

This study is one of the first to attempt to empirically identify customer evangelists, and is part of a movement to study consumer religiosity in an empirical context. This study paves the way for further empirical research into customer evangelism, consumer religiosity and consumer collectivism.

This research replicates and extends Frey et al. (2003), using a typical e‐mail query to investigate e‐mail customer service by 260 Tunisian hotels. Based on the hotel responses, this study found that guests had one chance in ten of receiving a reply within a day and even less chance that hotels answered the inquiry professionally, promptly, politely and personally. Diffusion of innovations failed to explain differences in responsiveness by Tunisian hoteliers but did help explain the quality of e‐mail replies. The results suggest that reply quality differs across hotel size and hotel affiliation. Hotel affiliation as well as hotel category and website presence showed no significant differences in responsiveness. Differences aside, the results highlight that Tunisian hotels can gain an immediate competitive advantage by analysing common e‐mail queries and implementing basic e‐mail procedures.