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The production of most services depends heavily on human involvement which, by definition, implies variability. The difficulty of standardising human behaviour during service delivery at a level expected by customers is exacerbated by the simultaneity of production and consumption. When service failures occur, the presence of customers leaves little scope for corrective action without the customer being aware of the mishap. The difficulty in avoiding visible service failures does not have to result in dissatisfied customers, however. Service firms can go a long way towards turning dissatisfied customers who have had a negative service experience into ones who are likely to remain loyal to the firm. That, however, requires an effective service recovery programme. This study pursued two objectives. The empirical results show that attribution (the firm accepting blame) is, relatively speaking, the dimension most important to customers in their assessment of the service recovery effort, followed by empowerment and apology. Once a service failure has occurred, customers prefer to deal with staff who are empowered to solve their problem quickly and they do not want to hear that someone else is to blame. An apology in person or, alternatively, by telephone is preferable. Surprisingly, pre‐service failure perceptions do not influence the customer’s satisfaction with the recovery effort, suggesting that service recovery is situation‐specific.

Poor project knowledge and inadequate experience are frequently linked to construction time-cost overruns. This paper aims to expound on the criticality of project knowledge and experience in the successful delivery of projects in the construction industry.

Following a detailed literature review, a quantitative positivist approach with a questionnaire survey involving industry professionals is used to appraise the 30 prevalent causes of time-cost overruns according to frequency, effectiveness and importance indices. The data are then subjected to Spearman’s rank correlation tests and exploratory factor analysis.

Using the importance index, which assimilates both frequency and effectiveness indices, the criticality of knowledge and experience in the overall context is seen as fundamental for addressing the contractor’s faulty planning and scheduling, construction mistakes and defective work, site management and supervision, delayed/slow decision-making, incomplete drawings and design documents and change/variation orders. Spearman’s rank correlation tests indicate a good consensus of perceptions among the key parties involved. Next, an exploratory factor analysis uncovers six underlying knowledge-based factors affecting construction performance, relating to inaccurate resource estimates, design changes, resource shortages, lack of experience, incompetence and mistakes and defects.

The study draws out the repercussions of the hitherto limited research into the deficiencies in knowledge and experience in undertaking construction projects to enhance performance using knowledge management functions.

This collective case study investigated the ways in which coaching supports teacher change. Specifically, the purpose of this paper is to consider what types of feedback are best at what times in the coaching process and how coaching supports teachers’ application of learning to differing contexts.

The study was conducted over an 18-month period in three settings: a university reading clinic and two schools. Participants were a coach and two in-service teachers enrolled in a literacy specialist master’s degree program. This qualitative study included observational field notes, interviews, lesson plans, and teacher reflections as primary data sources.

Findings suggest a model for coaching that acknowledges the learner’s previous knowledge and experience and continuously gauges support to stay within the ever-escalating zone of proximal development. Specific coaching moves that vary by degree of scaffolding are identified, namely: modeling, recommending, asking questions, affirming, and praising.

This study clarifies the varying roles that coaches may play and how these roles change over time. Additionally, the model has implications for how coaching might change based on variability among those being coached.

The Gradual Increase of Responsibility Model has potential to guide coaches as they engage with mentees to improve instruction.

The purpose of this paper is to develop a conceptual model to examine key employability skills that match workplace requirements and foster employability.

This research comprises a cross-sectional study from self-financing institutions in Hong Kong. The current study adopted structural equation modeling to examine key employability skills that match workplace requirements and foster employability.

Based on the empirical findings, the acquired employability skills of young graduates are entrepreneurship, professional development, work with others, self-management, communication and problem solving. Moreover, higher education institutions should work closely with industry stakeholders to get employers engaged with the work-integrating learning (WIL) programs and subsequently equip young graduates for better employability opportunities. In connection with employer engagement, employability skills of communication, problem solving and self-management would be improved. Furthermore, entrepreneurship and problem-solving skills could further be developed for young graduating students working in SME organizations during WIL.

As a notable gap exists in the current literature to examine young graduates' key employability skills in the context and content of Hong Kong self-financing tertiary education, this research explores key employability skills of self-financed young graduates and the relative importance of employability skills across company size using a quantitative approach.

Quantity surveying is a profession that blends engineering, construction and economics. To be competent is to have the ability to apply the set of related knowledge, skills and abilities to perform a task effectively. This paper examines the competency requirements for quantity surveyors (QSs) in the face of changing and increasing client needs.

Based on a detailed meta-analysis of the literature, 12 basic/core and 16 evolving competencies are identified. Primary data were gathered through a field survey involving practicing QSs from client, consultant and contractor organisations, and university students undertaking QS programmes in Malaysia. The data obtained were analysed using both descriptive and inferential statistical tools.

The significance of the basic/core and evolving competencies are presented. Overall, the most important contemporary skills are cost planning, valuation of works, measurement/quantification and contract documentation. The evolved roles require expertise in communication and negotiation, ethics and professional conduct and value management. The analysis of variance (ANOVA) indicates there are misaligned expectations of the proficiency levels needed to provide contemporary and future services between practitioners in client/consultant organisations, contractors and new generation students.

The findings provide guidance on the education, training and practice of quantity surveying to deal with emerging challenges in the dynamic built environments in Malaysia and beyond.

Culture plays a vital role in shaping individuals’ intentions and behaviour. Influence of cultural values on entrepreneurship has been acknowledged widely by academics and practitioners. However, little in terms of empirical results is known. Thus, the purpose of this paper is to investigate the effect of cultural values on entrepreneurial intentions (EI) of Pakistani students.

Cultural values of individualism and collectivism were incorporated into the theory of planned behaviour (TPB). Smart-PLS software was used to run a structural equation modelling (SEM) technique to analyse the data.

SEM results showed that attitudes towards entrepreneurship and perceived behavioural controls (PBC) mediated the relationship between individualism and EI while subjective norms (SN) mediated the relationship between collectivism and EI.

The study confirms the applicability of the TPB for understanding the EI in a collectivist culture. Additionally, findings of this study displayed that external factors, such as cultural values, can impact EI through SN, attitude and PBC. Incorporation of cultural values in TPB contributed to the understating of antecedents of EI.

The purpose of this study is to examine the consumer socialization of preschool age children in a peer‐to‐peer context as they participate in dramatic play in a grocery store setting.

This research employs a case study approach as outlined by Yin. A preschool located within a major metropolitan area in the Southeastern USA was selected for investigation. Located within each of the three classrooms was a grocery store learning center. This learning center provided children the opportunity to engage in dramatic play while enacting grocery shopping scripts. A total of 55 children between the ages of three‐ and six‐years old were observed over a six‐week period. Observations were recorded via field notes and transcribed into an electronic data file. Emergent themes were compared with theoretical propositions, fleshing out an overall interpretation and description of the case context.

Findings indicate that even very young children (ages three to six years) are able to successfully adopt and utilize adult shopping scripts within the grocery store shopping context. The children followed a common sequence of behaviors that mimicked adult shopping patterns. Furthermore, the children demonstrated peer‐to‐peer consumer socialization strategies, directing each other on how to perform appropriate shopping scripts.

This study differs from previous research in that the data reveal that preschool age children do in fact exhibit peer‐to‐peer influence while enacting shopping scripts. Although research has examined children as consumers, no researchers have used dramatic play to study young children in a grocery store setting. The rich content obtained from observing children in dramatic play in a grocery store learning center is unique to the marketing literature and provides a better understanding of the consumer socialization of young children.

Introduces social network analysis techniques to business logistics and transportation. The case study has two specific goals. First, it introduces social network analysis techniques to the business logistics and transportation community as a useful tool with which to study the dynamic flows of communication between members of a social network. Second, it describes a wide variety of techniques and then utilizes them to examine artifacts of scholarly communication ‐ journal citations. In doing so, it tracks the changing communication patterns across two separate time periods to describe the evolution and maturation of the fields of business logistics and transportation. Concludes that over a period of ten years the flow of information between the journals in the area of business logistics and transportation has become more efficient and that journals directly communicate with one another. Also, there is no longer a distinct break between logistics and transportation.

The purpose of this paper is to provide the historical and social contexts for the three protests in Macau in the Summer of 2014, while examining the popular discourse of the protests. These include simultaneous eruptions toward immediate issues, the political apathy of Macau residents and Castell’s model of “networked social networks.” It also discusses the competition for youth after the protests.

This paper first reviews the history of Macau, in particular the people’s struggle against corruption and privilege, and its little-discussed history of protest. Its innovation in communications, political structure and education development are also explained to illustrate the foundations which make possible protests against an obsolete social structure.

The author finds that the history of Macau since the nineteenth century does not lack protests, with goals ranging from protests against colonialism to national and local demands. Macau youth are now more able and willing to mobilize themselves to make demands on the administration, and activists find it necessary to pass down such experience for generations to come.

The paper deconstructs the traditional image of Macau’s politics, by appealing to the linkage between continuity and contemporary events, and calls for the reader’s attention toward its social activism.

Embedded in higher educational settings, work-integrated learning (WIL) is a key reflection to students' perceived employability. The purpose of this study is to explore the antecedents of internal and external perceived employability. The research attempts to test a theoretical model examining the relationships among human capital, work values, career self-management, internal perceived employability and external perceived employability.

Data were collected from 588 students who have internship experience from two self-financing higher education institutions in Hong Kong. We adopted structural equation modelling (SEM) to test the proposed research hypotheses.

Results support the idea that human capital and intrinsic work values are significant antecedents of perceived employability. Furthermore, this relationship is fully mediated by career self-management. The implications of the findings for understanding the process through which psychological variables affect an individual's perceived employability are discussed.

Previous studies have extensively examined the effectiveness of WIL in increasing graduates' employability. However, unclear focus has been given to examine psychological attributes, such as human capital, work values and career self-management in WIL. In addition, few researchers have empirically examined the linkages among human capital, work values, career self-management and employability through internships or WIL experiences. Therefore, to bridge these gaps, the present study examines the effect of human capital, work values and career self-management on students' perceived employability when gaining internships or WIL experiences in a higher education setting.