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This paper aims to show that whether new customers respond well or poorly to small talk at the beginning of a service encounter depends on their relationship orientation, i.e. how exchange or communally oriented they are. The authors provide service providers with tactics to identify first-time customers’ relationship orientation or set customers’ small talk expectations and thus help them use small talk more effectively.

The authors examine the effect of small talk and relationship orientation on customer intentions to use a service provider in three experiments and one cross-sectional survey. The scenario-based experiments show causality and the effect in online and in-person scenarios. The survey replicates the effect among current customers of a small business.

Communally oriented customers respond positively to small talk, but exchange-oriented customers respond negatively to it. Mediation analyses reveal this occurs because small talk differentially leads to initial feelings of rapport and impatience for people high (versus low) in relationship orientation.

Service providers should consider customers’ relationship orientation before starting a conversation with small talk. The authors find providers can identify exchange-oriented customers by their choice of meeting format (in-person v. video chat). Managers can also use marketing materials to attract customers with a specific relationship orientation or to set customer expectations for small talk in the interaction.

Prior research has largely shown benefits to small talk, but the authors show significant downsides for some customers and to the best of the authors’ knowledge are the first to show process evidence of why these drawbacks occur.

To examine the influence of company‐imposed reward systems on the motivation levels of salespeople.

Data were collected from 214 business‐to‐business salespeople. In order to assure the adequacy of the survey instrument, several salespeople were recruited to “pretest” the questionnaire. To test the potential moderating influence of career stage on pay mix and valence, expectancy, and instrumentality estimates, a split‐group analysis was performed. To test the moderating hypotheses for risk, we used two‐step regression models in which the dependent measures (i.e. valence, expectancy, and instrumentality) were first regressed on the predictor variables as main effects, and then regressed on the multiplicative interaction term along with the main effects.

Support was found for many of the hypotheses. In particular, individual‐level variables such as career stage and risk preferences moderate the relationship between pay mix and valence for the reward, expectancy perceptions, and instrumentality perceptions.

Managers must acknowledge that certain salespeople respond positively to fixed salary plans while others respond positively to incentive. In the past, managers might have relied on the salesperson to select the appropriate job for them. Salespeople are not “weeding” themselves out during the recruitment process. As a result, greater importance must be placed on human resource and sales managers during the time of recruitment.

There already exists a robust stream of literature on person‐organization fit that suggests that employees prefer to work for companies that are compatible with their personalities. There is an increasing amount of work in multi‐level research that suggests bridging the macro (organizational) and micro (individual) perspectives will enable researchers to make linkages between research streams that are commonly viewed as unconnected.

The purpose of this article is to present an overview of the history and development of transaction log analysis (TLA) in library and information science research. Organizing a literature review of the first twenty‐five years of TLA poses some challenges and requires some decisions. The primary organizing principle could be a strict chronology of the published research, the research questions addressed, the automated information retrieval (IR) systems that generated the data, the results gained, or even the researchers themselves. The group of active transaction log analyzers remains fairly small in number, and researchers who use transaction logs tend to use this method more than once, so tracing the development and refinement of individuals' uses of the methodology could provide insight into the progress of the method as a whole. For example, if we examine how researchers like W. David Penniman, John Tolle, Christine Borgman, Ray Larson, and Micheline Hancock‐Beaulieu have modified their own understandings and applications of the method over time, we may get an accurate sense of the development of all applications.

There is currently a shortage of applications for the role of principal. There are a range of factors contributing to this, one of which may be the considerable levels of stress and burnout reported by principals and deputy principals. Distributed leadership may offer some solutions to this challenge. This study aimed to explore the lived experiences of distributed leadership from a role sustainability perspective of school principals and deputy principals.

This paper follows a qualitative interpretivist approach based upon 15 semi-structured interviews with principals and deputy principals working in Irish post-primary schools. Data were analysed via thematic analysis.

Results indicate challenges to the sustainability of the role of senior school leaders comprising administrative overload, policy proliferation and challenges due to the complexity and breadth of the role of these school leaders. It was reported that engagement with distributed leadership could aid the sustainability of participants in their roles and the importance of focusing on well-being practices was also highlighted.

Recommendations include the need to reconsider policy proliferation and the need to reconceptualise school leadership. Further consideration regarding how distributed leadership can aid the sustainability of the role of senior school leaders, without adversely contributing to the already busy role of schoolteachers is also recommended.

The findings of this study are valuable as they reflect previous findings relating to the current challenges to sustainable school leadership as well as highlight distributed leadership as a potential aid to mitigate against these challenges.

This chapter explores differences in fringe, distant, and remote rural public library assets for asset-based community development (ABCD) and the relationships of those assets to geographic regions, governance structures, and demographics.

The author analyzes 2013 data from the Institute of Museum and Library Services (IMLS) and U.S. Department of Agriculture using nonparametric statistics and data mining random forest supervised classification algorithms.

There are statistically significant differences between fringe, distant, and remote library assets. Unexpectedly, median per capita outlets (along with service hours and staff) increase as distances from urban areas increase. The Southeast region ranks high in unemployment and poverty and low in median household income, which aligns with the Southeast’s low median per capita library expenditures, staff, hours, inventory, and programs. However, the Southeast’s relatively high percentage of rural libraries with at least one staff member with a Master of Library and Information Science promises future asset growth in those libraries. State and federal contributions to Alaska libraries propelled the remote Far West to the number one ranking in median per capita staff, inventory, and programs.

This study is based on IMLS library system-wide data and does not include rural library branches operated by nonrural central libraries.

State and federal contributions to rural libraries increase economic, cultural, and social capital creation in the most remote communities. On a per capita basis, economic capital from state and federal agencies assists small, remote rural libraries in providing infrastructure and services that are more closely aligned with libraries in more populated areas and increases library assets available for ABCD initiatives in otherwise underserved communities.

Even the smallest rural library can contribute to ABCD initiatives by connecting their communities to outside resources and creating new economic, cultural, and social assets.

Analyzing rural public library assets within their geographic, political, and demographic contexts highlights their potential contributions to ABCD initiatives.

Introduction Since the earliest transaction monitoring studies, researchers have encountered the boundaries that define transaction log analysis as a methodology for studying the use of online information retrieval systems. Because, among other reasons, transaction log databases contain relatively few fields and lack sufficient retrieval tools, students of transaction log data have begun to ask as many questions about what transaction logs cannot reveal as they have asked about what transaction logs can reveal. Researchers have conducted transaction monitoring studies to understand the objective phenomena embodied in this statement: “Library patrons enter searches into online information retrieval systems.” Transaction log data effectively describe what searches patrons enter and when they enter them, but they don't reflect, except through inference, who enters the searches, why they enter them, and how satisfied they are with their results.

The ability to conduct unobtrusive observation of user searching is a potential strength of the method of information retrieval system analysis known as transaction log analysis (TLA). Transaction logs supply unequivocal information about what a user typed while searching. All other methods rely on self‐reporting, which, as Nielsen points out, is not always corroborated by the logs. Regardless of where in an institution information retrieval (IR) system evaluation takes place, TLA is a method that enables library staff at all levels to examine a variety of system and user‐related activities that are recorded on the log. Dominick suggested that TLA can enable the examination of three broad categories of activity: 1) system performance and resource utilization, 2) information retrieval performance, and 3) user interaction with the IR system. This article has been divided into several sections corresponding to functional areas in a library to suggest useful applications of TLA.