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The purpose of this paper is to investigate intellectual capital (IC) reporting, from a service-centric approach, in the hotel industry. The strategic enhancement of value-creation and sustainable competitive advantage requires both management and measurement. Sound measurement and reporting practices enable management performance to be judged; one such practice is IC disclosure. Service-dominant (S-D) logic emphasizes that intangible operant resources, the foundation of IC, are at the core of competitive advantage.

A disclosure instrument based on S-D logic and designed specifically for the hotel industry was applied to the annual reports and sustainability reports (in English) of 30 Asian hotel companies. Content analysis measured the disclosures of dynamic IC assets typically overlooked by traditional IC disclosure instruments.

The majority of IC communication concerns lower-order basic operant resources. Although more than one-third of the companies’ disclosures of IC assets relate to collaborative processes and practices that support networked value-creation, most disclosures demonstrate a prevailing firm-centric orientation. IC items regarding reciprocated relationship and informational management were minimally reported.

A single research approach was used. Future research could use other communication channels to triangulate.

The results highlight opportunities for hotel companies to better report their IC assets as part of their value-creating strategies.

This research is one of the first to operationalize S-D logic concerning IC. It provides a promising framework for understanding IC reporting in the hotel industry.

Although the process of fieldwork is often characterised by disorder, the requirement to adhere to a tightly defined methodology and produce timely research outputs often leads the authors to present the findings as though the research has been the product of a linear process. The purpose of this paper is to unmask this paradox, by documenting the disorder and development of a research project 15 years (so far) in duration.

The approach used in this paper is one of auto-ethnographic reflection, drawing on aspects of Boje’s living story approach, incorporating not only the “linear” narrative of the research process, but also fragments of ante-narrative, themes running above and below the dominant. Within the study, the authors are reflecting on, a range of qualitative methods, including interview, focus groups, memory-work, and living story (ante-narrative) methods, which are employed within a critical management research methodology.

The authors’ experiences show that although “messiness” may be an inherent part of qualitative research, it is this very disorder, and the consequent opportunities for time and space, that allows the research, and the researcher, “time to breathe”. This reflexivity allows for methodological development and refinement, and ultimately rigorous and participative research, which also honours the participants. The authors argue that although this approach may not align with the current need for prolific (and rapid) publication, in allowing the disorder to “be” in the research, and allowing the time to reassess theoretical and methodological lenses, the resultant stories may be more authentic – both the stories gathered from participants and the stories of research.

The paper highlights the intertwining of stories of participants and stories from research, which is a significant addition to understandings of the “messiness” of qualitative research. This paper adds to the growing call for the inclusion of “chaos” and authenticity in qualitative research, acknowledging and valuing the humanity of the researcher, and giving voice to the paradox between the time to methodologically develop, and the requirement for timely research.

Between the 1830s and 1990s, thousands of Irish women were incarcerated without due process in magdalen asylums for sexual behaviour that violated the Catholic Church’s moral code. The asylums were operated by congregations of nuns that sought to protect society from the contagion of “wayward” women while simultaneously attempting to reform them through a harsh regimen of laundry work and devotional rituals. Some penitents, as the inmates were often called, embraced the institutional life of labour and prayer with such sincerity that they advanced to the nun‐like status of the Sisters Magdalen. Most simply endured lives of drudgery indistinguishable from slavery until either death or release upon the intervention of relatives. The asylum system had no basis in law and its shadowy existence, its ability to avoid scrutiny or regulation, and its survival until very recent times, illustrate in a striking manner the hegemonic power of the Church in Ireland.

The purpose of this paper is to present a framework – the Relationality Framework – for elaborating relational behaviour, in response to calls to address the ontological weaknesses identified in the extant value and value creation literature.

The social philosophical understanding of interaction as an organic mode of social organisation, upon which the Relationality Framework is based, supersedes the economistic (mechanistic) understanding of interaction as a means of connecting otherwise independent actors. In foregrounding the relationality of interaction, the authors are inspired by Grönroos and Voima’s (2013) conceptualisation of spheres of value generation to conceptualise the intersubjective dynamics and domains invoked in direct interaction.

The Relationality Framework identifies distinct relational concepts that build on service logic’s specificity and conceptualisation at the level of direct interactions between service providers and customers. In particular, this paper develops the concept of “relationality” using the three domains in any interaction of I, Other and We.

The Relationality Framework provides sound conceptual support for extending the theoretical and practical analysis of the value creation processes of the customer and of the firm and for the purposeful management of relationships to enhance value creation by both.

Despite the competitive internationalization of higher education, international students' responses to dissatisfaction (consumer complaining behavior or CCB) are not well understood in New Zealand. While studies show that many factors, including culture, influence CCB, the None‐Action mode in particular has been largely overlooked by researchers. The purpose of this paper is to examine Chinese student's CCB.

The study employed a qualitative exploratory focus group design examining Chinese students' CCB. Data were analyzed in two stages. First, data were coded into various CCB modes. Next, data relating to the specific mode of None‐Action were thematically analyzed. Five key themes for None‐Action were revealed: Futility, Inadequate Information, Fear of Consequences, Complexity, and Internalization.

This exploratory research found a high level of None‐Action responses. It was apparent that culture was highly influential in participants' CCB responses and that these None‐Action responses had an affective dimension.

Understanding None‐Action responses to dissatisfaction among international students in higher education is critical if universities are to avoid adverse funding consequences. There are cultural and personal implications for students and strategic implications for higher education institutions in understanding Chinese students' Non‐Action. The exploratory nature of the research means that it is designed to stimulate thought and debate on how to expand the body of knowledge on this mode of CCB.

The research highlights the importance to higher education institutions of understanding the cultural and service‐specific explanations for Non‐Action as a response to student‐consumer dissatisfaction.

The history of Catholic Teacher Education is linked to the growth and development of Catholic schools that began in the early nineteenth century. The Catholic Church struggled to recruit enough certificated teachers and relied heavily on pupil teachers. This began to be resolved with the opening of Notre Dame College, Glasgow, in 1895 and St Margaret's College, Craiglockhart, in 1920. The two Colleges would merge into the national St Andrew's College in 1981. This national college would undertake a further merger with the University of Glasgow in 1999 to become part of the newly formed Faculty of Education, later School of Education. The School of Education continues to discharge the mission to prepare teachers for Catholic schools.