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This paper reflects the ideas on the subject of the Internet presented by four German experts at the German Language Session which took place during the 19th International Information Online Meeting in London, 5‐7 December 1995. The German Language Session was chaired again by Kristina Voigt of the GSF‐Research Centre for Environment and Health in Neuherberg, near Munich, Germany. As both the panel members and the Chairperson felt that the ideas given in their short presentations should be made available to a wider audience, they all agreed to give extended abstracts of their contributions for publication in this international journal. This procedure should give not only the German‐speaking community, but also other international interested parties the oppor‐tunity to be informed on the topics discussed.

Information supermarket in Oslo. An information supermarket has been established in Oslo in the new building of the Norwegian Society of Professional Engineers (NIS).

The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and, second, to study the moderating role of age in the relationship between satisfaction and subsequent word-of-mouth. Consumer assessment and behavior associated with service recovery is a topic of considerable interest for both academics and practitioners.

From an empirical perspective, this paper uses a sample of 336 individuals who experienced service failure at a retail store to estimate a structural equation model. Additionally, a multigroup analysis allows testing the existence of a moderating effect of age on the hypothesized relations.

Results allow to confirm the direct effects of causal attributions and recovery efforts on satisfaction with service recovery, and the impact of the latter, in turn, on conventional and online word-of-mouth intentions. Furthermore, the multigroup analysis reveals that age moderates the relationship between satisfaction and online word-of-mouth.

In service recovery situations, retailers should concentrate their efforts at providing evidence of the failure as temporary and inevitable as well as offering material or economic compensation.

This paper contributes to the identification of the most relevant variables influencing customer satisfaction with service recovery in a retail context. In addition to this, these results provide support to the importance of age on online word-of-mouth behavior.

The purpose of this paper is to investigate the correlates of suicidal ideation in offenders incarcerated in three Belgian prisons.

A cross-sectional questionnaire design was used. In total, 60 participants were recruited from three Belgian prisons. In addition to a questionnaire regarding demographic, social, institutional, and criminological factors, validated self-report instruments of psychological and psychiatric variables (coping, hopelessness, and depressive symptomatology) were administered. Associations with suicidal ideation were tested using regression analysis.

Coping style, life events, and social support were most strongly associated with suicidal ideation in prisoners. In particular, a passive coping style, feelings of loneliness, and the loss of a significant other contributed most to the presence of suicidal ideation, whereas a close partner relationship constituted a protective factor of suicidal thoughts.

This pilot study used a convenience sampling strategy, prone to sampling bias. Additionally, given the small sample size, results must be interpreted with caution, as they might not be representative of the general population of prisoners in Belgium.

Interventions focussing on improving coping skills and social support and on impeding the availability and accessibility of suicide methods are promising suicide prevention strategies in custodial settings.

To date, no studies have been conducted in Belgium focussing on suicidality in prisoners. Furthermore, the examination of suicidal ideation in prison settings has received relatively scant attention in international research.

Change, and in particular intentional or desired change, has not been understood nor systematically studied. By applying concepts from complexity theory to intentional change theory, the purpose of this paper is to provide a new level of insight into why and how sustainable desired change can occur at all levels of human/social interaction, from individual to teams to organizations to communities, countries and the globe.

Using research from over 30 years of longitudinal studies of individual and organizational change, the concepts are explored and implications proposed.

Sustainable, intentional change is on the whole discontinuous. It occurs through a series of five discoveries or emergence conditions. It is driven by the interplay of the positive and negative emotional attractor. It follows the described process at all fractals of human organization.

Extensive empirical research has been done at the individual level, but only case studies at the organization and country levels.

Every person seeking to explore, understand, or facilitate sustainable, desired change can be helped by the model and understanding how it functions.

The theory of intentional change is relatively new to the literature, as is the use of complexity theory.

This study aims to investigate resistance behaviour among academics in an Indonesian institution of higher education. The context was institutional policy change on international peer-review publication, and the objective was to associate resultant resistance behaviour with personality, trust in management, social influence and intrinsic reward.

The study used a cross-sectional design and surveyed 150 junior, mid-career and senior academics at the University of Brawijaya, Indonesia. Resistance behaviour was measured using Oreg's resistance behaviour instrument. Data were analysed using partial least squares structural equation modelling.

Dispositional resistance to change was the strongest factor in resistance behaviour among academics following the adoption of a new policy concerning international peer-reviewed publication, while intrinsic reward was the factor that most consistently contributed to all aspects of resistance. Trust in management and social influence within the academic organisation were related to resistance behaviour among academics to publishing in peer-reviewed journals.

This study proposes a multi-dimensional measure of attitude to investigate resistance behaviour in an academic organisation. This measure meets the challenges inherent in mapping invisible resistance behaviour in the context of an institution of higher education. The multivariate analyses that we used enabled us to compare and to test individual factors of resistance (i.e. dispositional resistance to change) and organisational factors of resistance (i.e. trust in management, social influence and intrinsic reward) simultaneously. This study is also the first investigation of academic resistance to policy change intended to improve research culture concerning peer-reviewed publications in Indonesia; the Indonesian case is interesting in the international literature on developing research culture as the country's educational system is still developing and is less likely to provide a positive research culture than institutions in countries with more established systems of higher education.