Search results

The purpose of this paper is to highlight important issues in the study of dysfunctional customer behavior and to provide a research agenda to inspire, guide, and enthuse. Through a critical evaluation of existing research, the aim is to highlight key issues and to present potentially worthy avenues for future study.

In reviewing recent and past advances in the study of customers behaving badly, an overview of existing research into customers behaving badly and addressing issues of terminology and definition is provided. Thereafter, three perspectives that provide the most opportunity and insight in studying the darker side of service dynamics are outlined. This leads to a review of some of the research design and methodological problems and issues that are faced when rigorously studying these issues. Subsequently, the paper devotes a section to the provocative idea that while dysfunctional customer behavior has many negative influences on customers, employees, and service firms, there are actually some positive functions of customers behaving badly.

A research agenda is provided that is believed to identify and discuss a range of projects that comprises not only insightful theoretical contributions but is also practically relevant.

The paper identifies a range of issues about which managers should be aware and proactively manage.

The purpose of this paper is to look at the role played by three archetypal constructs pertaining to the individual sustainability-oriented entrepreneur, namely prior knowledge, sustainability orientation and sustainability intention, in legitimation behavior and explores their strategic utility.

The author studies legitimacy-seeking behavior in the case of ten sustainability-oriented entrepreneurs. A qualitative case study approach is used, capturing evidence of legitimation behavior in the startup phase through interviews, participant observation and documentation analysis.

Prior knowledge and sustainability orientation appear to offer little value beyond their role as necessary factors in maintaining legitimacy. Both appear to have limited strategic value for legitimation in comparison to sustainability intention. Intention as a construct embodies the “paradox” of sustainability-oriented entrepreneurship, and learning to successfully overcome this paradox to strategically utilize intention in legitimation is crucial for these entrepreneurs.

Knowledge of these factors could assist sustainability-oriented entrepreneurs in strategically utilizing these factors as agency when dealing with diverse stakeholder expectations to achieve their enterprising goals. Strengthening knowledge on factors important for legitimacy is pertinent in supporting this shared value approach to entrepreneurship.

Little theoretical or empirical attention has been paid to the complexity of strategic legitimation behavior of sustainability-oriented entrepreneurs. This paper provides novel empirical insight into what role these archetypal factors play in legitimation behavior and how they can be strategically utilized.

I build on a strong foundation of prior studies about expatriate compensation in general to provide an overview of changes in expatriate compensation, from home- to host-based approaches, during the past 10 years.

Underpinned by findings from academic and practitioner literature, I review and integrate studies of expatriate compensation and global talent management to outline the challenges and opportunities home- and host-based compensation approaches present to MNEs.

Home-based compensation is becoming an outdated and overly expensive model that is often ineffective in moving MNEs’ global competitive advantage to where it needs to be, leaving host-based approaches as the only alternative. But the use of host-based “cheaper” compensation approaches can also lead to unintended outcomes for MNEs in terms of unforeseen opportunity costs (such as the loss of critical talent) arising from shortsighted compensation decisions.

I argue that expatriate compensation works best when it is not based on an employees’ home-country status but instead on the role that he or she performs locally. I suggest a host-based compensation approach — global compensation — that is based on the worth of the position rather than where the individual has come from. Such an approach is more equitable because it is performance-based thereby eliminating overpaying and perceived unfairness. It is much simpler to administer than home-based compensation because it represents an extension of most MNEs already existing domestic (home country) pay-for-performance model.

Despite more than 10 years of new compensation practices being implemented and reported by global mobility practitioners, very little has been studied or written by scholars about some of the recent changes in expatriate compensation over the past decade. The chapter addresses this gap in academic literature.

This study aims to use opportunity as a theoretical lens to investigate how the spatio-temporal and social dimensions of the consumption environment create perceived opportunities for consumers to misbehave.

Drawing on routine activity theory and social impact theory, the authors use two experiments to demonstrate that spatio-temporal and social dimensions can explain consumer theft in retail settings.

Study 1 reveals mixed empirical support for the basic dimensions of routine activity theory, which posits that the opportunity to thieve is optimised when a motivated offender, suitable target and the absence of a capable formal guardian transpire in time and space. Extending the notion of guardianship, Study 2 tests social impact theory and shows that informal guardianship impacts the likelihood of theft under optimal routine activity conditions.

The study findings highlight important implications for academicians and retail managers: rather than focusing on the uncontrollable characteristics of thieving offenders, more controllable spatio-temporal and social factors of the retail environment can be actively monitored and manipulated to reduce perceived opportunities for consumer misbehaviour.

In this chapter we share research findings from our collaborative research project ‘PASAR: Participatory Arts and Social Action in Research’ (http://fass.open.ac.uk/research/projects/pasar), which combines participatory action research methods of participatory theatre and walking methods in order to understand the way in which racialized migrant women challenge their exclusion and subjugation in the context of the UK. The situation of migrant families in the UK is currently characterized by the ‘hostile environment’ policies. This policy ‘is a sprawling web of immigration controls embedded in the heart of our public services and communities. The Government requires employers, landlords, private sector workers, NHS staff and other public servants to check a person's immigration status before they can offer them a job, housing, healthcare or other support’ (Liberty, 2018, p. 5). The currently hegemonic political discourse, views migrants as outsiders to the nation and challenges their right to access welfare. Migrant families are cast as outsiders to citizenship, challenging the social and cultural cohesion of the nation. Indeed, UK immigration policies render it difficult for migrant families to secure their social and economic reproduction. Against this backdrop, the research explores how racialized migrant families develop their subjugated knowledges to claim belonging and participate in the society they live in. In this chapter, we share the key methodological findings, challenges and benefits of working with a PAR approach for co-producing transformatory knowledge with migrant families and advocacy organizations.

In line with the aims of this book, we reflect on the transformatory potential of research and knowledge for the common good through ‘alternative collaborative system of co-researchers and co-learners engaged in dialogue with civil society and social movements’ (Bacal, Introduction p. 1, see also Andersen and Frandsen, this volume).

Forces associated with globalization have facilitated the development of transnational corporations (TNCs). Such companies have a geocentric orientation and attempt to be responsive to both national markets, while simultaneously seeking global coordination. In this paper we propose that such companies need to reconsider the traditional balance sheet approach to expatriate compensation. Accordingly, we suggest that transnational corporations need to engage in a paradigm shift from the notion of expatriate compensation to transpatriate compensation. We suggest that such a paradigm shift is necessary in light of increasing globalization of markets and operations.

This paper aims to explore the mother–adolescent daughter shopping trip to better understand the experiences and process that occur during these shopping trips. Adolescent girls and their mothers are an important shopping companion pair that has received minimal study.

This research investigates the mother–adolescent daughter shopping trip using in-depth interviews with 28 mothers, adolescent daughters and retail employees in the USA.

The interviews reveal that the mother–adolescent daughter shopping trip consists of three important developmental experiences: conflict and struggle, education and influence and bonding between mother and daughter. Similarities and differences between middle- and high-school daughters relative to these issues are explored.

This study is the first to bring together the interplay processes of conflict, education and influence and bonding during mother–adolescent daughter shopping trips. This study extends research regarding family identity interplay, companion shopping, adolescent identity development and consumer socialization. The authors find that the mother–adolescent daughter shopping trip involves daughters’ efforts to separate from their mothers and form their own identities, often producing struggle and conflicts; daughters developing as consumers and individuals; and an opportunity to bond.

Ambridge residents live with extended kin and non-family members much more often than the population of the United Kingdom as a whole. This chapter explores cultural norms, economic need, and family and health care to explain patterns of coresidence in the village of Ambridge. In landed families, filial obligation and inheritance norms bind multigenerational families to a common dwelling, while scarcity of affordable rural housing inhibits residential independence and forces reliance on access to social networks and chance to find a home among the landless. Across the socioeconomic spectrum, coresidence wards off loneliness among unpartnered adults. Finally, for Archers listeners, extended kin and non-kin coresidence creates a private space where dialogue gives added dimensionality and depth to characters who would otherwise be known only through their interactions in public spaces.

Changes in female food shopping habits and in retailing locations have prompted a major survey investigation of food shopping by members of the University of Ulster. The survey, which included interviews with 300 women, was carried out at three out‐of‐town shopping centres in Northern Ireland. The findings reveal that many of the shoppers were employed and were constrained by “time”: time for shopping and time for cooking. Critical time pressures influenced the choice of retailer, shopping times and product purchases, thus sending a number of important signals to food retailers in Britain.