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The primary aim of this study is to determine the uses and prevalence of temporary librarians in libraries at four‐year universities during the current economic downturn. The paper also seeks to determine the temporary librarians' conditions of employment.

These objectives were achieved by surveying a representative sample of four‐year institutions in both the authors' state and nationwide.

The study found that, as in several previous surveys, temporary librarians are still being used sparingly. They are used to fill vacancies due to open positions or faculty leaves of absence, special projects, grant‐funded projects, fellowships and sometimes to offer spouses of teaching faculty an employment opportunity. They are employed in both technical and public services roles, but not in managerial positions. They are expected to have the same education as full‐time librarians, are compensated similarly and sometimes also receive benefits. Conditions for contract renewal included employee performance, availability of funding and perceived need for the continuation of their duties.

The study was limited by a small pool, so results may not be generalizable to a larger population. Because of many of the participants being in the same state, there may be unintentional consistency in the responses.

This study may provide guidance to administrators in making decisions on the future use of temporary librarians, both in how many to hire and in what ways to employ them.

The value in this study lies in the fact that it updates previous studies by generating current data on the topic.

Twenty years ago, Hindy Schachter (1989) posed a question about the foundation we use to structure the Public Administration theory narrative. Would an approach based on an art model, rather than the more common science model, produce a narrative with less distortion? This essay employs a definition of modernism developed by Thomas Vargish and Delo Mook outside the purview of public administration and a famous M. C. Escher lithograph as a basis for proposing an alternate way to construct the narrative. It then applies the alternative approach to Frederick Taylor and Elton Mayo.

The purpose of this paper was to analyse the academic context of the Hawthorne studies from 1936. More specifically, great attention was paid towards those articles that were critical of the Hawthorne studies. This study aimed to analyse why the Hawthorne studies were so criticized during the time period.

The author analysed various critical articles/books from the time period. The author developed the sample through the use of Landsberger’s Hawthorne Revisited. The author used one of the first critical articles, Daniel Bell’s, as a means to analyse the critics. In addition, secondary literature was used to place the articles in context.

The author found that the majority of the critics were sociologists; these criticisms reflected larger debates in sociology in terms of theory, method and ethics of research. They reflected the great changes that occurred in sociology during the time period, as opposed to industrial/organizational psychology, for example, where there was little criticism at the time.

The purpose of this study was to continue the work of Muldoon (2012) and Hassard (2012) and place the work of the Hawthorne studies in a larger academic context.

This paper seeks to analyze the contribution that the Hawthorne studies made to the discipline of management. The recent scholarly trend has been to attack the Hawthorne studies on the grounds of methodology and originality. However, the only way to accurately view the Hawthorne studies is to recreate the intellectual environment in which the studies were conducted. Why did this version of human relations rather than Dennison's or Williams's emerge as the scholarly contribution?

Both primary and secondary sources were utilized in the research. The focus was from the time period of 1930 to 1958. More contemporary work was considered as well.

Contemporary scholars viewed Hawthorne as being more thorough and complete than previous work. They also viewed the study as a contribution in light of some methodological issues and political biases.

Performing temporal analysis allows the perceived strengths and weaknesses of scholarly works to become more apparent.

Previous accounts of the Hawthorne studies have mostly studied their impact on practitioners. This study examines the impact on scholars.

Elton Mayo was a professor at a prestigious university, but not a researcher; a scholar, but more concerned with executives; a capitalist, but someone who downplayed monetary incentives; an insider, but someone whose own background was more of an outsider. These contradictions have resulted in scholars questioning Mayo’s impact on the field of management. Thus, this paper aims to critically review Mayo and his contributions to management through a lens calibrated to the context of his time, providing a more contextually accurate view of Mayo and his work and offering a clearer view of his meaningful impact on the field.

Using a combination of primary and secondary sources, the authors connect otherwise disparate information to critically review Mayo’s work within the context of its era.

The authors’ critical review of Mayo identified nine topical areas where Mayo and/or his work have been misunderstood or misinterpreted. For each area, the authors offer a more contextualized and appropriate interpretation of Mayo and his viewpoints, and thus more accurately informing the management literature.

This paper is the first to thoroughly revisit Mayo and his work through a contextualized lens, offering a more informed view of why Mayo’s seemingly controversial behaviors were actually quite standard behaviors given his context.

The purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots).

Future customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical complexity and low to high social presence – yielding eight octants.

The conceptual framework identifies eight “dualities,” or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions.

A review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm.

This paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050.

This paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas.

The conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.

The Bureau of Economics in the Federal Trade Commission has a three-part role in the Agency and the strength of its functions changed over time depending on the preferences and ideology of the FTC’s leaders, developments in the field of economics, and the tenor of the times. The over-riding current role is to provide well considered, unbiased economic advice regarding antitrust and consumer protection law enforcement cases to the legal staff and the Commission. The second role, which long ago was primary, is to provide reports on investigations of various industries to the public and public officials. This role was more recently called research or “policy R&D”. A third role is to advocate for competition and markets both domestically and internationally. As a practical matter, the provision of economic advice to the FTC and to the legal staff has required that the economists wear “two hats,” helping the legal staff investigate cases and provide evidence to support law enforcement cases while also providing advice to the legal bureaus and to the Commission on which cases to pursue (thus providing “a second set of eyes” to evaluate cases). There is sometimes a tension in those functions because building a case is not the same as evaluating a case. Economists and the Bureau of Economics have provided such services to the FTC for over 100 years proving that a sub-organization can survive while playing roles that sometimes conflict. Such a life is not, however, always easy or fun.

This paper aims to correct some misconceptions about George Homans. Specifically, it clarifies the relationship between Homans and Malinowski, explains why Homans is rightfully considered the father of social exchange, shows Homans’ perspective on altruism and self-interest and analyses Homans’ place in management’s complex history.

This is a conceptual paper which synthesizes both primary and secondary sources on Homans, social exchange theory (SET), Malinowski and other Homans’ contemporaries and theories, which, in aggregate, help dispel some common misconceptions in the literature today.

This paper disperses several common misconceptions about Homans and his work. First, the findings show that beliefs that Homans was unaware of Malinowski are not justified, as Homans was not only aware of Malinowski but also significantly influenced by Malinowski’s work. Second, this manuscript clarifies that while Homans, for specific reasons, focussed on self-interest, his work accounted for altruism. Lastly, this paper also further cements Homans’ place in history as the father of social exchange.

Recent misconceptions have emerged in the literature calling to question not only Homans’ legitimacy as the father of social exchange but also some of his views on the theory itself. By clarifying these misconceptions, this paper enables scholars from a variety of management fields to better understand historical foundations of SET and its impact on current research.

Service organizations and marketers have focussed too much of their energy on their core service's performance and too little emphasis on designing a customer journey that enhances the entire customer experience. There is nothing wrong with firms seeking continuous improvement in service quality and customer satisfaction. These efforts are needed for firms to be competitive in the marketplace. The problem occurs when performance levels and service offerings become too similar within an industry, so that price is the only competitive weapon that remains. The purpose of this paper is to argue that in order to break this deadlock, companies need to focus on the small details that make big differences to customers.

The paper builds on interviews with executives in successful service organizations. It provides an analysis of differentiation strategies in diverse service organizations across consumption contexts, nations and cultures around the world.

The paper develops three research propositions and argues for radical approaches to help service organizations truly understand customers and provide service experiences that engage and delight them. The paper argues that the new challenge for marketing is to help companies find and implement these small details to make a large impact on the overall customer experience.

In order to truly understand the customer experience, we need a holistic view of all interactions customers have with a company. We need to understand the customer-firm interactions at all touch points, that is, during search, purchase, consumption and post-consumption. Customer experience involves the customers’ cognitive, affective, emotional, social and sensory responses to the firm. The originality of this research lies in the focus on the small details that make a difference to customers during the service process rather than in the final outcome of the service performance.