The purpose of this paper is to apply concepts from organizational and social identity theories to theoretically consider different ways that professional service providers conceptualize their roles and deliver their knowledge.
The paper is a conceptual discussion to advance the understanding of professional service delivery, within the realm of service‐quality research.
The field has yet to provide a clear understanding of what professional service delivery actually looks like. The paper offers propositions examining the process by which professionals identify with membership in their profession and firms that in turn, influence their expert‐based self‐concepts, the images they form of their clients as recipients of their knowledge, and ways they create the service exchange. The paper also considers the impact of professional and organizational identification on the types of clientele professionals may develop.
The paper adds depth to the understanding of the complex process of expert‐based service delivery. The ideas presented in this paper have implications for research in service‐quality, specifically in understanding how and why professionals approach their client‐interactions.
The ideas presented in this paper would be useful to professional service firms interested in understanding the role their firm's identity plays in ways its professionals conduct their work and the types of clientele they wish to attract.
The paper contributes to the service quality literature through conceptualizing professional service delivery. It represents a step in acknowledging the role of professional delivery in influencing service outcomes and in developing the theoretical rationale as to why different approaches exist.
Much of the prior research into information systems (IS) workers has assumed that they are professionals. In this paper we examine the characteristics of IS workers, IS…
Much of the prior research into information systems (IS) workers has assumed that they are professionals. In this paper we examine the characteristics of IS workers, IS work and the IS workplace, and suggest that this perspective is mistaken. Drawing on the sociological theory of professions as a reference discipline we contend that IS professionalism is an inappropriate categorization, and that such a portrayal limits our understanding of IS workers and their work. We argue in this paper that a more faithful and potentially useful characterization is to view IS workers as members of an occupational group. Within this perspective, an understanding of the occupational culture, context and history of IS workers is essential to an understanding of the IS occupation. We examine and challenge some common myths regarding IS work, technology and the IS workplace. We conclude by making some recommendations for future research, which should enhance our understanding of IS workers as members of an occupation.
This paper proposes that those who study diversity conflict recognize the distinction between first‐order diversity conflict and second‐order diversity conflict. The former refers to discrimination, while the latter refers to disputes over remedies designed to eliminate discrimination. First‐order disputes affect subordinant group members most strongly in the organization, are morally unambiguous for most, and are organized around set organizational and societal procedures. Second‐order disputes involve dominant as well as subordinant group members (so that more people are affected), are more morally ambiguous, and lack set procedures for dealing with them. As a result, second‐order disputes tend to remain hidden, despite being wide‐spread, resulting in autistic hostility. The presence of second‐order conflict may undermine efforts to resolve first‐order disputes, and lead to escalation of conflict between people from different identity groups. Recognizing this distinction is critical for understanding the dynamics of diversity conflicts.
Presents 31 abstracts, edited by Johanthan Morris and Mike Reed, from the 2003 Employment Research Unit Annual Conference, held at Cardiff Business School in September…
Presents 31 abstracts, edited by Johanthan Morris and Mike Reed, from the 2003 Employment Research Unit Annual Conference, held at Cardiff Business School in September 2003. The conference theme was “The end of management? managerial pasts, presents and futures”. Contributions covered, for example, the changing HR role, managing Kaizen, contradiction in organizational life, organizational archetypes, changing managerial work and gendering first‐time management roles. Case examples come from areas such as Mexico, South Africa, Australia, the USA, Canada and Turkey.
At the passing of the Fair Trading Act, 1973, and the setting up of a Consumer Protection Service with an Office of Fair Trading under a Director‐General, few could have visualized this comprehensive machinery devised to protect the mainly economic interests of consumers could be used to further the efforts of local enforcement officers and authorities in the field of purity and quality control of food and of food hygiene in particular. This, however, is precisely the effect of a recent initiative under Sect. 34 of the Act, reported elsewhere in the BFJ, taken by the Director‐General in securing from a company operating a large group of restaurants a written undertaking, as prescribed by the Section, that it would improve its standards of hygiene; the company had ten convictions for hygiene contraventions over a period of six years.
This essay tackles the Obama “phenomenon,” from his candidacy to his election, as a manifestation of the new “color-blind racism” that has characterized U.S. racial…
This essay tackles the Obama “phenomenon,” from his candidacy to his election, as a manifestation of the new “color-blind racism” that has characterized U.S. racial politics in the post-civil rights era. Rather than symbolizing the “end of race,” or indeed a “miracle,” Obama's election is a predictable result of contemporary U.S. electoral politics. In fact, Obama is a middle-of-the-road Democrat whose policies since taking office have been almost perfectly in line with his predecessors, especially in terms of his failure to improve the lot of blacks and other minorities. In this essay, I review the concept of color-blind racism and its application to the Obama phenomenon. I also revisit some of my past predictions for Obama's presidency and evaluate their accuracy halfway through his term. Finally, I offer suggestions for constructing a genuine social movement to push Obama and future politicians to provide real, progressive “change we can believe in.”
This chapter is based on a chapter I added for the third edition of my book, Racism without Racists. Louise Seamster, a wonderful graduate student at Duke, helped me update some material, locate new sources, and rework some sections, as well as abridge some of the many footnotes (interested readers can consult the chapter). I kept the first person to maintain the more direct and engaged tone of the original piece and because the ideas (the good, the bad, and the ugly ones) in the chapter are mine, and thus, I wish to remain entirely responsible for them.
This article presents an application in organizational consulting of a model that utilises the concept of “energy”. This model has its roots in an ancient framework, the…
This article presents an application in organizational consulting of a model that utilises the concept of “energy”. This model has its roots in an ancient framework, the chakra system. The approach is emergent, and to date has proved insightful for managers and others in settings such as higher education, coaching, and consultancy. The article describes a specific application of the framework in an organizational consultancy project. The consultant used the framework to guide a collaborative inquiry by organizational participants into their experience of the organization, leading to formulation of intended changes. Issues for practice and for critical reflection are raised.
Using survey data of nonprofit board members from racial/ethnic minority groups, the purpose of this paper is to investigate how the three work group perspectives toward…
Using survey data of nonprofit board members from racial/ethnic minority groups, the purpose of this paper is to investigate how the three work group perspectives toward diversity theorized by Ely and Thomas (2001) – discrimination-and-fairness (P1), access-and-legitimacy (P2), and integration-and-learning (P3) – are associated with minority group members’ inclusion experiences.
The paper investigates how an organization's motivations for board diversity, as perceived by racial/ethnic minority board members, drive various organizational- and board-level practices and behaviors, and ultimately impact their experience of inclusion. The paper uses two different operationalizations of the diversity perspectives to assess their impact on minority board members’ inclusion experiences. The hypothesized model was tested using partial least squares analyses on the responses of 403 racial/ethnic minority nonprofit board members.
Regardless of the measure used, racial/ethnic minority board members experienced increased feelings of inclusion as the perceived operating perspective for board diversity changed from P1 to P2 to P3, while concurrently the mediating factors influencing inclusion experiences changed in significance. Findings support the importance of the integration-and-learning perspective for the experience of inclusion by racial/ethnic minority board members.
Findings indicate that organizations that employ an integration-and-learning approach to diversity and focus on encouraging their majority group members to engage in inclusive behaviors, rather than on policies and procedures, will engender the racial/ethnic minorities’ experience of inclusion.
The paper quantitatively investigated how three organizational diversity paradigms are associated with the individual inclusion experiences of minority nonprofit board members.