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Measuring customers′ perceptions and expectations can be very difficult. Suggests how to avoid these difficulties and presents a proven measurement system. Asserts that to be successful it is necessary for service to be addressed in the same way as traditional business strategies. Discusses customer surveys and the resulting customer perceptions and expectations. Suggests ways in which the problems might be overcome. Concludes that an assessment figure is more easily understood when it is obtained from a sound system, and that results should be used positively to achieve service improvement. Advises having a long‐term service plan to ensure later efforts are pertinent and financed.

This is the second of two linked articles on the question of union autonomy; the first appeared in the previous issue of this journal. It considers state control and approach to union autonomy in the wider context of state controls on unions′ bargaining activities including industrial action. Two questions are posed: whether there is any “balance” between state respect for union autonomy and state confidence that union collective bargaining activities take place within a legally prescribed framework; and how the state in the UK was able to shift so rapidly from the traditional, voluntary approach and the incipient neo‐corporatism of the 1970s, to the detailed and onerous regulation of union internal and external activities in the 1980s and 1990s.

The purpose of this paper is to address the recent calls for an in-depth investigation of the entrepreneurial marketing (EM) practices of small businesses and a further conceptual development of EM under market uncertainty. Drawing on the EM mix (i.e. person, purpose, practices and process), the authors aim to conceptualise EM under market uncertainty through principles of effectual networking.

The authors conducted an in-depth case study of an owner-manager who networks with many different stakeholders to create new markets for wool in the Norwegian wool industry.

Situated within the creative and craft-based industries, the study demonstrates that market uncertainty can be reduced through effectual networking to produce highly beneficial outcomes for small businesses. The findings give rise to a new model of the EM mix under uncertainty, emphasising the role of the owner-manager (i.e. person) and the purpose as the outset and driving force of the EM process. These two elements constitute the initial means in the means-driven EM process and the foundation for subsequent EM practices. The person, purpose and practices interact iteratively, and focal effectual networking principles guide EM practices.

This paper expands and contextualises existing theories on EM under market uncertainty by introducing the effectual networking perspective. This represents a hitherto under-investigated area of research in small business marketing.

After their long deconstruction of the notion of culture, social sciences have set about deconstructing the idea of nature, considering it as a social representation with variations in time and in space. From this point of view, human reproduction is a particularly appropriate field of observation. Above and beyond the shared imaginary, in fact, nature does not (only) corresponds, at the empirical level, to biological data in human reproduction. As will we see in this chapter, what is thought to correspond to nature in relation to childbearing experience turns out to be something extremely sophisticated, with characteristics not unlike those of a cultural product. Based on the ethnographic research I carried out in one of the first maternity hospital in Italy to introduce natural childbirth, the chapter aims to add to the study of how nature is referred to in this model of birth, why is this category invoked and the extent to which its functions and contents have changed over time.

Employing virtual ethnography and narrative analysis, this chapter uses data drawn from the online social media site, Tumblr, to explore a group of Tumblr users who mostly identify with the complex intersectional identities of LGBTQ+ disabled people of color.

This chapter suggests that narratives are skillfully constructed by this group of Tumblr users in ways that counteract felt or expected experiences of exclusion, invisibility, and stigmatization within this identity-based community. The posters represented here are combating this invisibility and marginalization. They narrate themselves into existence by attaching their experiences to two well-known and recognizable social problem narratives. One is the “Pride/Community and Self-love” narrative, commonly associated with LGBTQ+ pride and LGBTQ+ communities. The other is the “Our Lives Matter/Deserving of Life” narrative, commonly associated with communities and social movements such as Black Lives Matter. Posters are artfully constructing their own community narratives by drawing from these culturally circulating and available narrative resources. When these two popular narratives are deployed in this way, they are counternarratives that are doing both resistance work and community/identity-building work. The ultimate effect is that the counternarrative they construct unites quite a diverse group of people through experiences of shared exclusion.

This chapter extends the scholarly conversation on both narratives and disability by suggesting ways in which counternarratives about individuals with complex intersectional identities can be constructed in virtual communities. In so doing, the chapter brings poorly represented perspectives into discourses on disability and narratives. The study also contributes to the literature on the importance of emotion, specifically by highlighting the deployment of love and anger to counteract experiences of shame and marginalization.

Recent changes in the funding and governance of academic research in many OECD countries have altered established authority relationships governing research priorities and judgements. These shifts in the influence of a variety of groups and organisations over scientific choices and careers can be expected to affect the development of different kinds of intellectual innovations by changing the level of protected space they provide researchers and the flexibility of dominant intellectual standards governing the allocation of resources and evaluation of research outcomes. Variations in these features of public science systems influence scientists’ willingness to pursue unusual and risky projects over many years and help to explain cross-national differences in the rate and mode of development of four innovations in the physical, biological and human sciences.

The monitoring and control of business processes and their variables have strategic importance in order to respond to the dynamics of the world of business. Many monitoring processes are focussed on controlling time and cost and the overall performance is evaluated through a standard set of key performance indicators. These passive approaches do not consider a holistic/system view and therefore ignore the interrelationships between various external and internal variables impacting a business process. This paper investigates an application of multivariate statistical process control techniques [mainly principal component analysis (PCA) and partial least squares (PLS)] which have been successfully used in process and chemical industries, to model, monitor, control and predict business process variables. A prototype, innovative managerial control system (IMCS), was developed to investigate the application of PCA and PLS techniques to monitor, control and predict business process performance. Data was collected and analysed using a case study in a precast concrete building products company. This study has proved that the PCA approach can be effectively used to control business processes. Also, the PLS approach is found to provide better forecasts as compared to commonly used decomposition method. The benefits and limitations of using multivariate statistical process control techniques as applied to business process control are highlighted.

The research compared the predictors of work‐related stress for policemen and policewomen. Stressors included workplace problems, token status in the organization, low family and coworker support, and community and organizational conditions.

In 11 police departments, racial and ethnic minorities were oversampled. Of 2,051 officers sampled, 46.2 percent responded. Questions and scales were adapted from prior research on both males and females. Regression analysis revealed the strength of individual predictors of stress, the variance explained by workplace problems, and the additional variance explained by social support, token status, and community and organizational context.

Workplace problems explained more male's than female's stress. Regardless of gender, the strongest predictor of stress was bias of coworkers, and a weaker predictor was language harassment. Just for males, lack of influence over work and appearance‐related stigmatization were additional predictors. Workplace problems explained gender differences in stress that were related to token status as a female.

The sample was not representative of all police in the USA. Measures of community and organizational characteristics were highly intercorrelated, so they could not be examined separately. Especially, for women, there is a need to identify additional sorts of influence on stress.

Although individual interventions and coping strategies are important for reducing police officer stress, changes in the organizational context also deserve attention. There is a need to develop and test interventions to reduce bias among coworkers, to contain language harassment, and to provide police with an increased sense of control over their work.

The paper focuses on stress within the policing environment.

This chapter focuses on diversity issues in France. It shows how these issues came historically in the French context and how the main tensions generated, notably the equality-diversity and universality-diversity tensions, are not understandable without a knowledge of the French Republicanism which gives to the foundations of the French social fabric its peculiarities.

Purpose: The COVID-19 pandemic has resulted in vital implications for tourism education and curricula, and the education effectiveness in times of crisis ought to be resilient in the light of its preparedness, response and recovery policies and research. Purpose of the study is to analyse the academic practices in tourism education with a specific focus for incorporating the resilient adaptation strategies.

Design/Methodology/Approach: The study is conducted using content analysis of published data along with interviews with heads of the tourism educational institutions.

Findings: Very few universities are offering courses on resilience and disaster management as part of the curriculum in the tourism study programmes.

Originality/Value: The chapter provides strategies on the effective integration of resilient tourism policy and practices as mitigation measures into the tourism education system with a special emphasis on disaster prevention, mitigation and vulnerability reduction at the destinations in the post-COVID-19 scenario.