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Michaels Craft Stores is the largest arts and crafts retailer in the United States and in the world. Its CEO, Michael Rouleau, wants to expand the chain to 1,000 stores by 2006. The key constraint is the lack of sophistication among Michaels' supplier base, which is made up of over 1,000 suppliers, many of which are small, creative companies with little computer or logistics knowledge. As a result, the cost of running Michaels' supply chain is high. Describes the company's efforts to build the sophistication of its suppliers through educational Vendor Flow Training courses that teach suppliers how to adopt state-of-the-art practices for improved efficiency in supplying their channel.

Looks at the contemporary debate on US immigration, focusing particularly on the increasing articulation of eugenics. Notes that, at times of economic and moral crisis, biological generalizations tend to resurface to provide support for the existing system of privilege and rights, and that the information superhighway provides the perfect vehicle for rapidly spreading beliefs and information. Addresses three specific issues – the genetically determined traits and behaviours of specific racial groups, culture as an expression of biological characteristics, and immigration destroying the racial purity of American society. Outlines briefly US history of immigration. Airs the current concerns on US immigration – pinpointing that concern lies not in immigration per se., which has declined in the last decade, but in the changing national origin of new immigrants, that is immigrants are now mainly Latin American or Asian, which is seen as a threat to Anglo‐Saxon hegemony. Refers to the work of the Pioneer Fund, exploring human variation through the racial basis of intelligence and propensity to violence and/or crime. Claims that scientific language has been adapted to reinforce worries about immigration reducing the supremacy of America’s culture.

This chapter examines recent practices being adopted in the Precombination Phase of a merger or acquisition–a period that typically has not been utilized by leaders to put deals on the track toward success. We begin by briefly reviewing the M&A process and highlighting the success factors and common problem areas in each of the three phases of a deal. We then discuss emerging trends in making the Precombination Phase more successful, including conducting a more thorough due diligence, setting a vision for the combined organization, accelerating early integration planning, and establishing integration principles and priorities.

Safety and security (S&S) are critical concerns in South Africa, especially in Cape Town, one of the country’s most crime-ridden cities. The University of Cape Town (UCT), situated on a large, open campus, has experienced increased malefaction. Facilities management (FM) services at universities bear the primary responsibility for providing S&S to their communities. To comprehensively understand and address the community’s demands regarding S&S, the current study was conducted to investigate the challenges specific to open universities. This study aims to determine whether implementing community-based FM (CbFM) principles and using technological innovations could offer a more effective and sustainable solution.

The study adopted interpretivist overarching case study methodology, which is ontologically based. A mixed-method approach was used to incorporate the strengths and limitations of the weaknesses of both methods. The data collection took the form of an online survey of the university community and semi-structured interviews with university executive management to obtain data from the single case study of UCT. Descriptive statistics were used to analyze the quantitative data, and thematic analysis was used to identify emergent themes from the qualitative data.

The study presents an overall view of the provision of S&S at UCT, the unique challenges faced by management and the main S&S issues affecting the community. Moreover, the study reveals that UCT has implemented community participation processes in the past with limited success. This is because the strategies implemented constitute a narrow perspective of community participation. Therefore, a much smarter and more inclusive perspective using technological innovation is required for successful community participation to occur and to be successfully used in providing S&S toward achieving future-proofing facilities.

This research has demonstrated the influence of CbFM and innovative technologies on the S&S of the open campus. Hence, future-proof facilities can be achieved when FM actively engages university communities in managing campuses through technological innovation.

Mass retail in France, as an organizational field, experienced an institutional change when the Dutreil Law was promulgated on August 2, 2005. This new text is the result of a long process through which different groups of opposing logics faced one another. Michel-Edouard Leclerc actively took part in the debate launched about the Galland Law reform. His institutional activism has contributed to this change and he can be qualified, on that account, as an institutional entrepreneur. Anchored in neo-institutional theory, this article contributes to understanding the part played by the institutional entrepreneur in the process of institutional change. Design/methodology/approach

The authors analyze Michel-Edouard Leclerc's discourse on his weblog to characterize the rhetorical strategies he adopts to legitimize change. The analysis is based on the works of the pragmatics of communication and on a detailed semantic analysis of reference fields (Tropes

This contribution has enabled the author to stress the part of the institutional entrepreneur in the transformation of an organizational field. The rhetorical strategies implemented here contribute to modifying institutional logic. From a theoretical point of view, this contribution links the neo-institutional approach with entrepreneurship by proposing to define the institutional entrepreneur as an actor pursuing political opportunities.

One important advantage of this work is that the authors have offered a methodological framework for studying the discourse of institutional entrepreneurs. The paper proposes empirical operationalization of rhetorical strategies. This contributes to improving the validity of the research because the identification of rhetorical strategies is no longer exclusively related to the researcher's subjective interpretation. The work also has practical implications for the actors: how can their discourse play a part in the institutionalization process?

The purpose of this paper is to evaluate the interrelationship between process recovery, employee recovery and customer recovery in a financial services call centre. The authors also investigate how process recovery affects customer recovery via employees – the bridge between organisation and customers.

A case study–based approach is adopted in this study, and data triangulation is achieved through multiple data collection methods including semi-structured interviews, employees’ survey and company reports. Justice theory is the theoretical lens considered to understand the “service recovery (SR)” phenomenon.

This paper helps in understanding the relationship of process and employee recovery with customer recovery. Findings suggest that SR could be used for complaint management as well as in understanding and addressing the gaps in internal operations and employee skill sets. Factors such as training, operating systems, empowerment, incentives, and feedback were identified as critical in providing effective SR. Process improvement is necessary to control complaints by conducting root cause analysis and learning from failure.

Findings are limited to a case company in financial services sector and thus limit its generalisability to other context. Questionnaire distributed to employees only included important dimensions of SR, which would be further developed in future research.

This paper explores the specific reverse exchange strategies, termed in this paper as SR, and analyses the different factors responsible for better performance in the exchange process. The paper highlights how the imbalance in the process and employee recovery dimensions can impact on customer recovery. Closing the customer complaint loop by using the SR perspective may help organisation to not only deal with complaints in a better way but also prevent such complaints in the future.

This paper seeks to identify in Philip Selznick’s earliest predominantly organizational writings the germs of a strong and unifying temper – or better perhaps, because the concept plays a significant role in the works, a coherent intellectual and moral character. It infuses Selznick’s work in all the domains he entered. It was evident in his earliest political writings and contributions to organization theory, and remained so in his later contributions to the sociology of law and social and public philosophy.

At one level each of his works had a different subject, at another they all were pondered within a common frame of concerns, intellectual and moral, and approached with a distinctive manner and tone. At a general level, this involved a conception of social science as a “humanist science,” the central concern of which was the fate of values in the world. His specific posture in relation to this subject was underpinned by a commitment to moral realism, or what I call “Hobbesian idealism.”

Selznick began, like Thomas Hobbes as a threat expert, and never lost regard for that expertise. He is alert to fragility, vulnerability, and the need to guard against them. Moreover, his normative reflections are sustained and deepened by his understanding of social processes in general, and of the dangers to which organizations and institutions, but also human personalities and groups, are susceptible. He has a lot to tell us about ways in which those dangers might be avoided. However, Selznick resists stopping where Hobbes stops. Though he stresses the presence and resilience of evil and the need for strenuous efforts to contain it, he holds out for more. Indeed, though recognizing danger might be the beginning of wisdom, it is only half – over time less than half – of the story.

He emphasized the importance of attending both to Hobbesian insights and idealistic ambitions in relation to organizational leadership, to law, to justice, to human achievement of all kinds. To see him, as the earliest critics of his organizational theory did, as a voice of unadulterated melancholy, or as his later ones tended to, as altogether too programmatically sunny and full of hope, is to miss the real core of the intellectual and moral sensibility that pervaded his life of scholarship in the social sciences. The paper concludes by commending this uncommon sensibility, both at the general level of advocacy of “humanist science” and in its specific “Hobbesian idealist” posture.

This paper studies the sociocultural drivers of materialism cross-culturally. Research in this area is scarce, even though rapid social transformations worldwide, fueled by globalization, make it imperative to identify the conditions under which commonalities and differences in materialistic tendencies are most likely to evidence among consumers as they seek to assert, restore, or enhance their self-concept and status in the context of global consumption trends.

The psychographic determinants of materialism were rigorously validated across a diverse set of eight countries, by investigating which facets of acculturation to global consumer culture and national ethnic identity, along with consumer ethnocentrism, encourage or repel materialism. Using multigroup SEM and other analyses, the authors confirmed construct dimensionality and ascertained the stability of the relationships.

The most consistent positive drivers of materialism were self-identification with global consumer culture and exposure to American-based global mass media. The results demonstrated the compatibility of national identity and traditions with materialistic tendencies. Materialism was positively related to or independent of consumer ethnocentrism.

The findings offer consequential insights for both research and practice, although the cross-sectional character of survey research and certain sampling characteristics limit their generalizability.

The results pinpoint segments that spill over national boundaries, and those that remain geographically constrained, thus providing guidance for marketing and communication strategies to practitioners.

The authors shed light on two widely held yet insufficiently researched assumptions: that the homogenizing effect of global consumer culture may be fomenting materialism worldwide, and that nationalistic, parochially oriented consumers may be more capable of resisting materialistic values.

The study design addresses several shortcomings of prior research, and its findings advance the understanding of materialism and its antecedents by identifying the conditions driving materialistic tendencies.

The growth in social content such as video facilitates consumer exposure to social information at e-tail settings. Research has recommended enhancing the e-store socialness. Focusing on focal consumer outcomes (flow and purchase intentions), the current research delineates a boundary condition, proposing that e-tail socialness improves outcomes when the consumer interdependent self, rather than the independent self, is activated.

The experimental approach is employed to test the research thesis. Two experiments (N1 = 303 Females 42.4%; N2 = 387 Females 51.4%) that used different manipulation for socialness and sample frames (USA and Canadian) are performed. Analysis of variance was applied.

The results generally support the research thesis, suggesting that e-tail socialness enhances consumer flow and purchase intentions when the interdependent self is activated. The effect, however, is marginal for segments with high brand preference.

As more information increase overload and reduce decision quality, e-tail practitioners should focus on providing social information predominately for consumers whose interdependent self is activated. This recommendation is particularly relevant for segments with low brand preference.

So far, studies recommend enhancing the e-store socialness, or increasing the social volume, to achieve better outcomes. Such research stream is giving rise to the “social is better in e-tail” conventional wisdom. The current work contributes by delineating a boundary condition based on consumer self-construal. This work suggests that the use of online socialness is fruitful predominantly for interdependent consumers.