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The purpose of this paper is to analyze the extent to which major US airlines respond to one another in quality of service improvements.

Utilizing monthly data, the authors estimate a five-equation vector autoregressive model to determine which airline leads or follows others in quality of service improvements.

This study found that the five major airlines make interrelated decisions when responding to customer complaints concerning flight problems, over-sales, reservations, ticketing, boarding, and customer service. Every airline either responds to or influences the changes in customer complaints faced by at least one other airline, while some airlines do both. However, only one such relationship was found when examining if airlines change the percent of flight delays they have control over in response to changes in flight delays faced by another airline.

The number of passenger complaints against an airline can be influenced by the airline, as can the number of carrier-caused flight delays. The industry leaders in responsiveness to consumer complaints are US Airways and United. However, airlines do not, as a group, respond to the carrier-caused delays of their competitors. The prescription to improve airline service vis-à-vis flight delays is simple: tell passengers why flights are delayed. To protect or gain market share, airlines would compete for customers by minimizing flight delays in a similar manor to how they respond to customer complaints.

No other paper that the authors are aware of has addressed the issue of identifying leaders and followers in the US airline industry regarding changes in service quality as reflected by changes in passenger complaints and flight delays.

This study investigated how college students’ pace of life and perceptions of communication technologies shape the choices they make when engaging in mediated communication with their parents.

We conducted 21 interviews to explore how students’ understandings of various communication technologies, the rules and patterns of technology use in their families, and the circumstances surrounding their use of technologies while at college influence the number and type of media they use to communicate with their parents.

We found that perceived busyness and generational differences played a large role in limiting technologies used, with environmental factors, the purpose of communication, and complexity of message also contributing to technology choices.

This study extends media multiplexity theory by investigating media choice and relational tie strength in an intergenerational context.

The purpose of this paper is to propose a model to understand how and when employees’ perceived privacy violations and procedural injustice interact to predict intent to leave in the context of the use of social networking sites (SNSs) monitoring.

This study was conducted in a field setting of Facebook to frame the hypotheses in a structural equation model with partial least squares-structural equation modeling. Variables were measured empirically by administering questionnaires to full-time employed Facebook users who had experienced SNS monitoring.

The results showed that when an employee believed that he/she had more ability to control his/her SNS information, he/she was less likely to perceive that his/her privacy had been invaded; and when an employee believed that the transparency of the SNS data collection process was higher, he or she was more likely to perceive procedural justice in SNS monitoring.

This research draws attention to the importance of intent to leave in the absence of perceived procedural justice under SNS monitoring, and the partial mediation of the perception of justice or injustice by perceived privacy violations.

For employers, the author recommends that employers come to know how to conduct SNS monitoring and data collection with limited risk of employee loss.

For employees, the author suggests that SNS users learn how to control their SNS information and make sure to check their privacy settings on the SNS that they use frequently.

This study provided an initial examination and bridged the gap between employer use of SNS monitoring and employee reactions by opening a mediating and moderating black box that has rarely been assessed.

The current risk management system for community mental health patients in England is based around the Care Programme Approach (CPA). This system is not responsive to changes in risk for community patients. This paper aims to introduce a practical system to manage risk that has been developed for an Early Intervention Service in East London on the basis of need.

Coding of red, amber and green is associated with specific criteria agreed by all disciplines in the team. The change of a code leads to a rapid change in risk level and management. An agreed clinical and non‐clinical action plan leads to a whole team response. The limitation of use is dependent on the size of the case load and the number of clinical staff attending a daily clinical briefing.

Zoning according to the traffic lights system could complement the CPA system and support a clinical governance structure utilising a whole team response.

The risk management system described has not been tested empirically. Currently it has been used in early intervention mental health teams but will need to be adapted for other teams with bigger case loads.

This practical risk management system is aligned with the statuary CPA requirements. A dynamic and flexible management of risk is central to early intervention in psychosis teams but the risk management system described can suit any community mental health team and fits well with the distributed responsibility model of functionalised teams according to new ways of working.

This paper's aim is to identify existing and developing new concepts of organization, management, and leadership at a large European university hospital; and to evaluate whether mixed qualitative‐quantitative methods with both internal and external input can provide helpful views of the possible future of large health care providers.

Using the Delphi method in semi‐structured, semi‐quantitative interviews, with managers and employees as experts, the authors performed a vertical and a horizontal internal analysis. In addition, input from innovative faculties in other countries was obtained through structured power questions. These two sources were used to create three final scenarios, which evaluated using traditional strategic planning methods.

There is found a collaboration scenario in which faculty and hospital are separated; a split scenario which divides the organization into three independent hospitals; and a corporation scenario in which corporate activities are bundled in three separate entities.

In complex mergers of knowledge‐driven organizations, the employees of the own organization (in addition to external consultants) might be tapped as a knowledge resource to successful future business models.

The paper uses a real world consulting case to present a new set of methods for strategic planning in large health care provider organizations.