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Article
Publication date: 22 February 2008

Matthew P. Bunker and Dwayne Ball

The purpose of this paper is to place grudge‐holding as a theoretical construct, measure it, and empirically place it in a nomological net and, additionally to discuss the…

Abstract

Purpose

The purpose of this paper is to place grudge‐holding as a theoretical construct, measure it, and empirically place it in a nomological net and, additionally to discuss the consequences of grudge‐holding in this research.

Design/methodology/approach

A 2 × 2 scenario‐based experiment was performed using 320 subjects, approximately 80 people per condition. The size of the exit barrier (high/low) and the effectiveness of the service recovery (good/poor) were varied between each scenario to determine changes in grudge‐holding.

Findings

Some consequences of grudge‐holding are retaliation desire and communication avoidance. Although trust was tested in this research, and is still an important relationship variable, the results show that loss of trust cannot explain these outcomes in the presence of grudge‐holding.

Research limitations/implications

The results are limited by the fact that they are based on scenarios rather than real events. As such, they should be interpreted with some caution, and confirmed by later studies using cross‐sectional or natural experimental data.

Practical implications

A grudge‐holding item should be included in routine customer satisfaction surveys, especially since grudge‐holders are less likely to initiate communication. If grudge‐holding is suspected, this paper suggests steps that managers can take to defuse grudges.

Originality/value

The results of this research confirm that grudge‐holding is an important construct of service relationships. Understanding grudge‐holding is important because it predicts the desire for retaliation and the desire to avoid communication, both of which can increase expenses for the firm, and eventually lead to a mass exit of customers.

Details

Journal of Services Marketing, vol. 22 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

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Book part
Publication date: 31 July 2020

David B. Szabla, Elizabeth Shaffer, Ashlie Mouw and Addelyne Turks

Despite the breadth of knowledge on self and identity formation across the study of organizations, the field of organizational development and change has limited research…

Abstract

Despite the breadth of knowledge on self and identity formation across the study of organizations, the field of organizational development and change has limited research on the construction of professional identity. Much has been written to describe the “self-concepts” of those practicing and researching in the field, but there have been no investigations that have explored how these “self-concepts” form. In addition, although women have contributed to defining the “self” in the field, men have held the dominant perspective on the subject. Thus, in this chapter, we address a disparity in the research by exploring the construction of professional identity in the field of organizational development and change, and we give voice to the renowned women who helped to build the field. Using the profiles of 17 American women included in The Palgrave Handbook of Organizational Change Thinkers, we perform a narrative analysis based upon the concepts and models prevalent in the literature on identity formation. By disentangling professional identity formation of the notable women in the field, we can begin to see the nuance and particularities involved in its construction and gain deeper understandings about effective ways to prepare individuals to work in and advance the field.

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Book part
Publication date: 21 July 2016

Barbara Benedict Bunker

Reflections on gender and OD over a 50-year career as a scholar, an OD practitioner, and a woman managing a complex life and career.My journey in OD has spanned 50 years…

Abstract

Reflections on gender and OD over a 50-year career as a scholar, an OD practitioner, and a woman managing a complex life and career.

My journey in OD has spanned 50 years which is also about as long organization development has been around. In this essay, I will reflect on my experiences with special attention to issues of gender. I will also mention some issues of concern that confront us as OD scholars and practitioners, especially the balance between thinking and doing. As I describe my experiences, I hope they will lead to an appreciation of all that has happened in just 50 years! My experience is not everyone’s experience. I make no claim to that. I hope that some of the issues I raise resonate with you, or fill in some blanks, or lend a different perspective.

Details

Research in Organizational Change and Development
Type: Book
ISBN: 978-1-78635-360-3

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Article
Publication date: 18 September 2017

Matthew Valasik and Matthew Phillips

The purpose of this paper is to use nearly a century’s worth of gang research to inform us about modern terrorist groups, specifically the Islamic State of Iraq and Syria (ISIS).

Abstract

Purpose

The purpose of this paper is to use nearly a century’s worth of gang research to inform us about modern terrorist groups, specifically the Islamic State of Iraq and Syria (ISIS).

Design/methodology/approach

A case study approach is employed, comparing and contrasting the competing theoretical frameworks of gangs and terrorist organisations to understand group structure, demographics, patterns of behaviour (e.g. territoriality, strategic, and instrumental violence), goals, and membership patterns of ISIS.

Findings

The qualitative differences of ISIS make them more comparable to street gangs than other terrorist groups.

Practical implications

ISIS, while being qualitatively different from other terrorist groups, actually has many similarities with street gangs allowing for the adaptation of effective gang prevention, intervention, and suppression strategies. This paper highlights how the expansive literature on street gangs is able to inform practical interventions to directly target ISIS and deradicalise potential recruits. By introducing a gang-terror nexus on the crime-terror continuum, this paper provides a useful perspective on the decentralised but dynamic nature of modern era insurgencies. This paper urges similar case studies of terrorist organisations to determine the extent to which they conform to street gang characteristics.

Originality/value

Terrorist groups are often compared to street gangs, yet it has not been until the last few years that gang researchers (Curry, 2011; Decker and Pyrooz, 2011, 2015a, b) have begun to compare and contrast these two deviant group archetypes. The goal of this paper is to use nearly a hundred years of gang research to better equip scholars and practitioners with a broader understanding of terrorism and insurgency in the era of globalisation by presenting a case study of ISIS using a street gang perspective.

Details

Journal of Criminological Research, Policy and Practice, vol. 3 no. 3
Type: Research Article
ISSN: 2056-3841

Keywords

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Book part
Publication date: 8 February 2016

Maxine Eichner

This paper poses the question of whether the mainstream feminist movement in the United States, in concentrating its efforts on achieving gender parity in the existing…

Abstract

This paper poses the question of whether the mainstream feminist movement in the United States, in concentrating its efforts on achieving gender parity in the existing workplace, is selling women short. In it, I argue that contemporary U.S. feminism has not adequately theorized the problems with the relatively unregulated market system in the United States. That failure has contributed to a situation in which women’s participation in the labor market is mistakenly equated with liberation, and in which other far-ranging effects of the market system on women’s lives inside and outside of work – many of them negative – are overlooked. To theorize the effects of the market system on women’s lives in a more nuanced manner, I borrow from the insights of earlier Marxist and socialist feminists. I then use this more nuanced perspective to outline an agenda for feminism, which I call “market-cautious feminism,” that seeks to regulate the market to serve women’s interests.

Details

Special Issue: Feminist Legal Theory
Type: Book
ISBN: 978-1-78560-782-0

Keywords

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Article
Publication date: 1 April 2014

Luu Trong Tuan and Luu Thi Bich Ngoc

Clinical governance effectiveness is built on the responsibility of clinical members towards other stakeholders inside and outside the hospital. Through the testing of the…

Abstract

Purpose

Clinical governance effectiveness is built on the responsibility of clinical members towards other stakeholders inside and outside the hospital. Through the testing of the hypotheses on the relationships between clinical governance and its antecedents, this paper aims to corroborate that emotional intelligence is the first layer of bricks, ethics and trust the second layer, and corporate social responsibility (CSR) the third layer of the entire architecture of clinical governance.

Design/methodology/approach

A total of 409 responses in completed form returned from self-administered structured questionnaires dispatched to 705 clinical staff members underwent the structural equation modeling (SEM)-based analysis.

Findings

Emotional intelligence among clinicians, as the data reveals, is the lever for ethics of care and knowledge-based or identity-based trust to thrive in hospitals, which in turn activate ethical CSR in clinical activities. Ethical CSR in clinical deeds will heighten clinical governance effectiveness in hospitals.

Originality/value

The journey to test research hypotheses has built layer-by-layer of CSR-based model of clinical governance in which high concentration of emotional intelligence among clinical members in the hospital catalyzes ethics of care and knowledge-based or identity-based trust, without which, CSR initiatives to cultivate ethical values cannot be successfully implemented to optimize clinical governance effectiveness in Vietnam-based hospitals.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 8 no. 1
Type: Research Article
ISSN: 1750-6123

Keywords

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Book part
Publication date: 12 January 2012

Thomas Pawlik, Philine Gaffron and Patric A. Drewes

This chapter discusses the concept of corporate social responsibility (CSR) within the context of the container liner shipping industry. It looks at the current practice…

Abstract

This chapter discusses the concept of corporate social responsibility (CSR) within the context of the container liner shipping industry. It looks at the current practice of CSR in this industry and outlines the framework, the reasons and the drivers for companies to adopt and implement a CSR strategy. These include, among others, the increasing commitment to fostering CSR in the private sector at EU level, the changing expectations of customers — that is shippers — with regard to social and environmental standards of their contractors and suppliers, and the improving situation with regards to guidance and tools for adopting CSR and identifying and implementing the relevant measures (e.g. ISO 26000 and the European Commission's communication on CSR). The authors take the position that in an industry, which is as strongly consolidated as container liner shipping, the adoption and implementation of effective CSR strategies by a few companies at the top can have a profound impact on the industry as a whole. The Japanese NYK Group's CSR strategy is discussed in more detail to illustrate one of the best — if by no means perfect — examples in the current market. The chapter closes with a sector-specific definition of CSR for the container shipping industry.

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Book part
Publication date: 7 May 2019

Ilias Kapareliotis and Georgia-Zozeta Miliopoulou

The purpose of this chapter is to combine research findings around gender bias and the challenges women face in academia, and to present a unified conceptual framework…

Abstract

Purpose

The purpose of this chapter is to combine research findings around gender bias and the challenges women face in academia, and to present a unified conceptual framework. Ample research indicates that the issue is far from sufficiently addressed. Even in cases where policies are in place, mediocre outcomes are observed. Fewer women climb the ladder of academic progression all the way up to senior positions, especially in certain institutions and certain disciplines.

Design/Methodology/Approach

After thoroughly reviewing the literature, the authors integrate and organize the different multifaceted causes that appear to obstruct women in academia. They propose a scheme that divides between contextual and non-contextual factors, emphasizing their interplay.

Findings

Even when policies are in place, they appear to have limited results, because they mainly address isolated factors rather than taking a multifaceted, integrative approach.

Research Limitations/Implications

Future research should further examine the interplay of contextual and non-contextual factors by combining multiple variables that contribute to gender bias in academia.

Practical Implications

Policy-making should consider both contextual and non-contextual factors, thus providing more integrative solutions and taking a broader perspective on the issue.

Originality/Value

Despite the ample and rising amount of research findings, there is no coherent framework to adequately include all the factors that contribute to gender bias in academia. By integrating and organizing the different, multifaceted causes already pointed out by previous findings, the authors hope to contribute to future research with specific variables to test and correlate, as well as to the formulation of more sophisticated policies.

Details

Diversity within Diversity Management
Type: Book
ISBN: 978-1-78973-172-9

Keywords

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Book part
Publication date: 5 October 2007

David Shinar

Abstract

Details

Traffic Safety and Human Behavior
Type: Book
ISBN: 978-0-08-045029-2

Content available
Book part
Publication date: 20 June 2017

David Shinar

Abstract

Details

Traffic Safety and Human Behavior
Type: Book
ISBN: 978-1-78635-222-4

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