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This study considers the impact that some organisational factors can have on a service firm’s ability to return dissatisfied customers to a state of satisfaction through service recovery. In other words, it investigates the potential impact organisational variables (modelled as antecedents) can have on the service recovery performance of frontline staff. It also assesses the impact that successful service recovery has on two outcome variables, namely, intentions to resign and job satisfaction. The results show that organisational commitment exerts a strong positive influence on the service recovery performance of frontline staff as does empowerment and rewarding them for service excellence. When frontline staff are performing service recovery effectively, they are less likely to resign and report higher levels of job satisfaction.

Māori are the indigenous population of New Zealand, although even the name ‘Māori’ is not ever used by them to describe all the inhabitants of those shores at the time of colonisation. Rather, reference is made to the iwi (tribe), hapū (sub-tribe or clan) and whānau (family), one is inherently part of, based firmly on whakapapa (genealogy). Colonisation of New Zealand began in the late 1700s and proceeded in a similar manner to other colonised places around the world, resulting in the sublimation of indigenous peoples and their culture. Māori had societal structures, culture and tikanga (customs) determined by whakapapa. Māori had and continue to have their own way of looking at the world. The legitimation of a Māori world view within a large organisation relies on a vision, a strategy and an overwhelming enthusiasm among key influencers to drive it. Numerous Māori leaders and scholars through the ages have held the same vision for Māori, that is, to be an equal partner in Aotearoa/New Zealand. The Office of Māori Development at the University of Otago supports this vision – to embed aspects of Te Ao Māori within the fabric of the institution. The University’s Māori Strategic Framework (MSF) grew out of two significant documents: a Treaty of Waitangi Audit conducted by Dr Ranginui Walker (University of Otago, 1998) and a Treaty of Waitangi Stocktake undertaken by Janine Kapa (University of Otago, 2005). The Stocktake findings were subsequently tested with a number of key stakeholders from within the University, as well as local mana whenua ¹ and other interest groups. This consultation formed the foundation of the University’s MSF. This chapter begins by outlining the historical context in which the relationship between the University and Māori progressed, leading ultimately to its partnership with Ngāi Tahu. ² A contemporary response to realising indigenous imperatives is then examined, by looking at the formation of the MSF, the importance of the consultative process undertaken with key stakeholders, and further, the role it has played in transforming the University of Otago.

Enterprise social networks (ESN) are increasingly used by companies to reinforce collaboration and knowledge sharing. While prior research has investigated ESN use practices, little is known about potential user roles emerging on these platforms. Against this backdrop, this paper develops an ESN knowledge actor role framework.

The framework is constructed based on a systematic review of literature covering knowledge worker role typologies, user roles identified in public online social spaces as well as findings from ESN research.

The ESN knowledge actor role framework distinguishes eight contributing and two reading roles. It describes the associated participation behaviours and establishes metrics to identify the roles.

Providing a notion of knowledge management-related roles in ESN, the framework enables a better understanding of knowledge processes and the involved actors. Moreover, the paper advances the field of ESN data analytics by designing a set of ESN metrics to characterise user behaviour.

Understanding ESN user roles, in particular regarding their knowledge contributions to the platform, can improve knowledge transparency in companies. The framework may usefully support the identification and management of critical knowledge resources and support decision-making in the areas of human resources management and knowledge management.

Providing a platform for knowledge-intensive interactions as well as record of user activities, ESN are well suited to observe and identify knowledge actor roles emerging in this context.

Despite the abundant research on social movements, there is sparse scholarly investigation of the link between community settings and how they contribute to persistent protest participation. This paper illuminates the cultural and social mechanisms within a religious retirement community that engender members’ sustained commitment to a ten-year long peace protest. A shared religious-based collective identity also deepens activists’ commitment to this cause. This study draws on semi-structured interviews with 14 peace protesters who reside in this community at two points in time: 2010 and 2013.

This paper explores how siblings act as agents of consumer socialisation within the dynamics of the family network.

Key consumer socialisation literature is reviewed, highlighting the growing role that siblings play in the lives of contemporary children. The authors’ interpretive, exploratory study is introduced which captures the voices of children themselves through a series of in-depth interviews.

A series of socialisation behaviours are documented, with children working in both positive and negative ways to develop the consumer skills of their siblings. A fourfold typology of sibling relationships is described, capturing the dynamic of sibling relationships and parental approaches to parenting vis-à-vis consumption. This typology is then used to present a typology of nascent child consumer identities that begin to emerge as a result of socialisation processes within the family setting.

The role siblings play in the process of consumer socialisation has potentially important implications in terms of the understanding of the socialisation process itself, and where/how children obtain product information. Scope exists to explore the role siblings play as agents of consumer socialisation across a wider variety of family types/sibling variables presented here (e.g. to explore how age/gender shapes the dynamics of sibling–sibling learning).

Through adopting a networked approach to family life, the authors show how the wider family dynamic informs sibling–sibling relationships and resulting socialisation behaviours. The findings problematise the view that parents alone act as the main conduits of consumer learning within the family environment, highlighting how parent–child relationships, in turn, work to inform sibling–sibling socialisation behaviour and developing consumer identities.

Academic library consortia activity has become an integral part of academic libraries’ operations. Consortia have come to assert considerable bargaining power over publishers and have provided libraries with considerable economic advantage. They interact with publishers both as consumers of publishers’ products, with much stronger bargaining power than individual libraries hold, and, increasingly, as rival publishers themselves. Are consortia changing the relationship between academic libraries and publishers? Is the role of academic library consortia placing academic libraries in a position that should and will attract the attention of competition policy regulators? Competition policy prohibits buying and selling cartels that can negatively impact the free market on which the Canadian economic system, like other Western economies, depends. Competition policy as part of economic policy is, however, only relevant where we are concerned with aspects of the market economy. Traditionally, public goods for the greater social and cultural benefit of society are not considered part of the market economic system. If the activities of academic library consortia are part of that public good perspective, competition policy may not be a relevant concern. Using evidence gained from in-depth interviews from a national sample of university librarians and from interviews with the relevant federal government policy makers, this research establishes whether library consortia are viewed as participating in the market economy of Canada or not. Are consortia viewed by librarians and government as serving a public good role of providing information for a greater social and cultural benefit or are they seen from a market-economic perspective of changing power relations with publishers? Findings show government has little in-depth understanding of academic library consortia activity, but would most likely consider such activity predominantly from a market economic perspective. University librarians view consortia from a public good perspective but also as having an important future role in library operations and in changing the existing scholarly publishing paradigm. One-third of librarian respondents felt that future consortia could compete with publishers by becoming publishers and through initiatives such as open source institutional repositories. Librarians also felt that consortia have had a positive effect on librarians’ professional roles through the facilitation of knowledge building and collaboration opportunities outside of the home institution.

The purpose of this paper is to consider some of the approaches which have been developed to bring forward awareness of the role of heritage and its significance in reducing the use of carbon incurred by the creation of new structures.

The approach adopted is to look at the emergence and dissemination of these issues through published literature including professional standards and guidelines for the management and valuation of historic property and also to consider the practice of heritage management and assessment in Western Australia.

The paper finds that Australia has a well‐developed system of heritage management but has been slow to adapt to its responsibilities under international treaties in the area of sustainable practices in the property field but that there is evidence of progress to improve the situation. Whilst the overall picture of the impact of heritage listing on property value remains clouded, and arguments for both positive and negative impacts are evident from the many perspectives researchers have considered, the sustainable use of resources is one which is currently receiving more attention in professional and academic circles.

The predominant focus of this paper is from an Australian perspective but with reference to the UK context.

The contribution of this paper is that, by drawing attention to the value of built heritage as an expression of cultural worth, the demand for new structures can be constrained to some extent by reuse of existing buildings, resulting in more sustainable practices. This environmental view of heritage property may result in its being more favoured as an investment asset in the future due to its smaller carbon footprint than more recent, or potential replacement, structures.

To satisfy multiple stakeholders’ employability goals, higher education providers have introduced Work Integrated Learning (WIL) programs to provide opportunities for students to develop the required skills. Yet despite this increased focus, gaps in graduate capabilities persist. Thus, the paper explores the roles of educators, industry and students in co-creating WIL curriculum which provides transformative learning experiences.

A survey was designed using the Professional Capability Framework which has been validated in other discipline areas. Mean scores, standard deviation and a one-way ANOVA test were computed to identify gaps between the essential capabilities required for supervisory roles and student's levels of proficiency.

The study highlights the complexity of creating curriculum which meets the needs of multiple stakeholders. The discussion highlights that whilst educators may lead the development of WIL curriculum, without the active engagement of students and industry, gaps in graduates' “work-readiness” will persist. Opportunities for tripartite learning are highlighted.

The limitations of utilising a convenience sample are acknowledged.

Practical recommendations are provided for industry, educators and students. Areas for future research are identified to understand the roles of multiple stakeholders in the development of the future hospitality workforces.

The study is the first to apply the Professional Capability Framework in a hospitality context. The study further contributes implications in relation to curriculum design and identifies opportunities for transformative learning for educators, industry and students'.

The purpose of this paper is to investigate the impact of role stressors (role ambiguity, role conflict and role overload) on change readiness and in turn their effects on the withdrawal process. In addition, it explores the moderating role of colleague support in the relationship between role stressors and change readiness.

Data were collected from health care workers (n=457) in a large Canadian hospital undergoing large scale change.

The results revealed that role ambiguity and role conflict had a significant negative association with change readiness. Change readiness was related to turnover intentions which was related to higher levels of absenteeism and actual turnover. Change readiness partially mediated the relationship between role ambiguity and turnover intentions but not for role conflict and role overload. Turnover intentions partially mediated the relationship between change readiness and actual turnover but not for absenteeism. Role conflict had a direct rather than an indirect effect via change readiness on turnover intentions. Finally, colleague support moderated the relationship between all three role stressors and change readiness.

Little is known about the limiting factors of change as well as the factors that protect against them. The authors identify role stressors as a limiting factor for change and highlight their impact on change readiness and the overall withdrawal process. The results, however, also show that some demands are more commonly experienced by health care workers thereby not posing a threat to their change readiness. Colleague support is identified as a coping mechanism for mitigating against the detrimental effects of role stressors.