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Drawing upon the Elaboration Likelihood Model, the purpose of this paper is to examine how the characteristics of social media moderate the effect of a firm’s apology on the attitude of its customers.

An online experiment including 360 active users of internet was employed to test the research model.

Results revealed that an after-crisis apology and firm reputation both have a positive effect on after-crisis user attitude toward the firm. Furthermore, the positive effect of apology becomes stronger as online media interactivity increases, whereas the positive effect of reputation becomes weaker.

This study included only one important characteristic of social media, and experimental scenarios were limited to car recall crisis. Considering that social media has so many platforms that may have different kinds of interactivity, further studies can be conducted to figure out the most suitable social media for firms to deal with an online crisis.

The results inform managers of the importance of after-crisis apology and firm reputation. It is worthwhile for managers to find out the levels of online media interactivity at which users focus on apology and reputation and accordingly conduct an effective online crisis management response strategy.

This study extends the literature on online crisis management and the literature on ELM by highlighting the role of online media interactivity in influencing the persuasive effectiveness of firm’s crisis response in the context of social media.

Within the framework of the Reference, Special and Information Section, the Library Association now has an organisation which can put the views of librarians who have special responsibility for local studies. It has become apparent that the problems facing such librarians in metropolitan areas differ somewhat from the situation experienced by local studies librarians in the Shire Counties. The organisation of local studies differs widely both between these types of authority and within authorities themselves.

The growth of interest in local history shows no sign of dying down. Public libraries have clearly been affected by the increasing number of people who use them and by the foundation of new societies and journals. Equally great, but perhaps less obvious, is the impact made by certain specific developments. Local history is now integrated into the educational curriculum at all levels, it is the subject of radio and television programmes and has grown in popularity with publishers of monographs. The ways in which local studies libraries have been affected by these factors are examined. Public libraries are concentrated on, though there is some reference to local collections in academic libraries. In conclusion, it is suggested that staff should be specifically allocated to an education service and to media liaison work, and that one librarian should specialise in acquisitions.

This paper aims to demonstrate that self-persuasion can be used as a marketing technique to increase consumers’ generosity and that the efficacy of this approach is dependent on consumers’ involvement with target behavior.

An experimental field-study was conducted to investigate the effects of self-persuasion versus direct persuasion attempts versus no persuasion attempts on consumers’ tipping behavior in a lunchroom. Additionally, in a lab experiment, the moderating role of involvement on self-persuasion versus direct persuasion was tested.

The results reveal that self-persuasion is more effective than direct persuasion attempts or no persuasive messages in increasing consumers’ generosity. This is moderated by consumers’ involvement with the target behavior. For consumers with high involvement, self-persuasion is more effective than direct persuasion, while no differences were found for consumers with moderate or low involvement.

The scope of self-persuasion is not limited to the inhibition of undesired behavior, but it also extends to the facilitation of desired behavior, which considerably broadens the scope of this technique. Self-persuasion might be used as a marketing technique to influence consumers’ purchase behavior. This might be particularly viable in situations in which consumers feel high involvement with products or behavior.

Recently, research in health psychology demonstrated that self-persuasion is a very effective way of inhibiting undesired, addictive behavior and being more successful than direct persuasion. Yet, insufficient knowledge is available about the efficacy of self-persuasion with regard to promoting other target behaviors. In particular, its potential as a marketing technique to influence consumers’ behavior and its boundary conditions are still understudied.

Despite an extensive body of research on brand loyalty, it has been demonstrated that customer‐based brand research is still in a state of evolution. The purpose of this paper is to develop and test alternative models of the brand loyalty process by examining the effects of customer orientation, brand association, perceived service quality, and satisfaction on brand loyalty utilizing data from South Korea and China. Further, relatively little attention has been given to the competing process of individual‐level brand loyalty. Thus, this paper aims to examine the relationships among satisfaction and other key constructs that may potentially affect brand loyalty.

Structural equation analysis of six competing models is provided. Although competing models are supported by prior research, they differ with respect to the particular mechanism that underlies the alternative explanations and the mediating effects. In this study, Armstrong's notion is adopted to show that the role of the scientist is changed from advocating a single hypothesis to evaluating which of a number of competing models is more appropriate. The current research attempts to empirically test competing mechanisms pertaining to how each of the variables affects brand loyalty.

First, the research model fits well and outperforms other competing models. Second, the results are consistent with the proposed model even though there are cultural differences between Chinese and South Korean consumers. Finally, the research model empirically establishes the mediating role of satisfaction in the context of brand loyalty formation.

This study is a contribution to extant research because it empirically establishes the inter‐relationships between important variables affecting brand loyalty (e.g. customer orientation, satisfaction, and perceived quality) across two cultures (South Korea and China), thus further enhancing the efficacy of the obtained results.

PORN IS IN THE NEWS AGAIN. The Bishop of Coventry has suggested that good citizens form vigilante groups (literary lynch mobs?) to fight ‘the rising tide of filth’, while Lord Longford has announced the names of the people to serve on his very own enquiry into the subject of pornography. One would suggest that the membership of the committee would invalidate any conclusion that it might reach. A sanctified pop singer, an ageing tv guru and assorted clergymen cannot be said to be a representative selection of the community. Not one member of the unofficial commission appears to have an open mind on the topic.

Patients treated within secure/forensic settings experience numerous barriers to meaningful vocation, including restrictions under the Mental Health Act, which limit community access. The purpose of this paper is to describe the development of Real Work Opportunities, an inclusive and accessible vocational rehabilitation programme within a forensic intellectual disability service. The programme involved setting up employment and interview workshops, interviews, and interview feedback, and job roles within the secure service, to simulate the real work process.

A reflective account of the development and implementation of the Real Work Opportunity programme with a forensic intellectual disability population.

The programme was well received by the patients involved and a high attendance rate was maintained over time despite the demands that were expected. Roles have been advertised for two employment periods and have had two sets of successful candidates. Patients demonstrated skills development throughout the employment process, including general work-based skills, punctuality and time management, managing duties, responsibility, specific role-related skills, interpersonal skills and personal presentation.

Despite limited experience of work prior to admission, many patients were enthusiastic and motivated to work. The initial trial of the programme has been well received by both patients and staff. Future developments will include widening the number and types of opportunity offered by the programme.

This paper describes a vocational rehabilitation programme for a particularly marginalised population, people with intellectual disabilities within a forensic service. The programme proved highly popular with patients, and enabled them to develop transferable employment skills.

Small micros, big programs The increasing power of micros has meant that programs once thought the province of big science only are now edging toward the grasp of the humble one man bander. This could create a healthy egalitarianism in the library/information world where the large and small don't know one another. For too long real computer power has been for big libraries, either for automation projects of routines or for sophisticated information retrieval in large technical information units.

The outcomes and quality of international development projects (IDPs) remain highly controversial, especially with perception of corruption by various stakeholders. This study aims to integrate findings from both social and administrative sciences to focus attention on the governance challenges involved in both business and public administration of such projects. It also asks to what extent Project Management (PM) methods can effectively be harmonized with broader anti-corruption initiative in both donor and receiving countries.

Taking a transdisciplinary viewpoint, this study proposes a review and synthesis of the literature on the theoretical, methodological, and epistemological issues in researching corruption as a construct in PM as applied to IDPs.

Some experts recognize the inefficacy of applying classical PM tools and processes. By contrasting the literature, this study concludes that an alternative approach to overcome the taboos and prejudice in studying corruption is to ask a different research question. As opposed to studying “who and why” about corruption occurrences (ex-post), given the challenge of unveiling its practices and motivations, PM researchers can to ask instead “where and how” it occurs and help understand methods to mitigate its effects on projects (ex-ante).

A research agenda is proposed for the several disciplines and fields concerned with solving this phenomenon. To guide PM research on development projects, focusing on the “where and how” of corruption requires addressing how actors build their knowledge management capabilities and address the social and cultural challenges inherent to IDPs.

A recent Supreme Court of Canada (SCC) ruling resulted in stricter rules being placed on how police organizations can obtain confessions through a controversial undercover operation, known as the Mr. Big technique. The SCC placed the onus on prosecutors to demonstrate that the probative value of any Mr. Big derived confession outweighs its prejudicial effect, and that the police must refrain from an abuse of process (i.e. avoid overcoming the will of the accused to obtain a confession). The purpose of this paper is to determine whether a consideration of the social influence tactics present in the Mr. Big technique would deem Mr. Big confessions inadmissible.

The social psychological literature related to the compliance and the six main principles of social influence (i.e. reciprocity, consistency, liking, social proof, authority, scarcity) was reviewed. The extent to which these social influence principles are arguably present in Mr. Big operations are discussed.

Mr. Big operations, by their very nature, create unfavourable circumstances for the accused that are rife with psychological pressure to comply and ultimately confess. A consideration by the SCC of the social influence tactics used to elicit confessions – because such tactics sully the circumstances preceding confessions and verge on abuse of process – should lead to all Mr. Big operations being prohibited.

Concerns regarding the level of compliance in the Mr. Big technique call into question how Mr. Big operations violate the guidelines set out by the SCC ruling. The findings from the current paper could have a potential impact of the admissibility of Mr. Big confessions, along with continued use of this controversial technique.

The current paper represents the first in-depth analysis of the Mr. Big technique through a social psychological lens.