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This paper is focused on service failure and recovery in the hotel industry in the UK. The objectives of the research were to: assess the types and magnitude of service failures experienced by hotel guests; evaluate the service recovery strategies used by hotels and their effectiveness; and discover whether or not there were differences in attitudes and behaviour between business and leisure guests. Data were collected from a sample of guests in a four‐star hotel. Discussion of the findings leads to some suggestions for improvements for hotel management.

Since the 2008 financial crisis, state retrenchment has added to the harshness of life for marginalised groups globally. This UK study suggests community activism may promote human capacity and resilience in innovative ways. The purpose of this paper is to address the relationship between non-normative understandings of time and resilience.

This research paper is based on qualitative study of the work of a third sector organisation based in an urban area in the UK which provides training in mediation skills for community mediators (CMs). These CMs (often former “gang members”) work with young people in order to prevent conflict within and between groups of white British, South Asian and Roma heritage.

CMs are reflexively developing temporalities which replace hegemonic linear time with a situationally “open time” praxis. The time “anomalies” which characterise the CMs’ engagement appear related to aesthetic rationality, a form of rationality which opens up new ways of thinking about resilience. Whether CMs’ understandings and enactments of resilience can point to broader changes of approach in the delivery of social care is considered.

This paper contributes to critical understandings of resilience that challenge traditional service delivery by pointing to an alternative approach that focusses on processes and relationships over pre-defined outcomes.

Hegemonic understandings of time (as a linear process) can delegitimise potentially valuable understandings of resilience developed by members of marginalised communities.

This paper is original in developing a critical analysis of the relationship between resilience and time.

The purpose of this paper is to analyze the relationship between two psychological factors which are occupation stress and productivity, that influence workers immerse into textile production labor context.

This study has a quantitative methodology, is cross-sectional, nonexperimental and with an explicative scope.

The results of this research allow to identify that occupational stress levels cause a negative impact on worker’s productivity in the textile production area.

There are two limitations in this study, first is the participant’s subjectivity when filling the questionnaires because it was self-reported and the second limitation is that the sample is specifically from a city of a South American country.

The results of this investigation show as an evidence the need for psychological intervention within companies for occupational stress, because it will impact in a negative way the textile production of a company, which will guide future research making possible to develop and apply psychological treatment programs pro employee’s mental health.

A textile company with low productivity will bring strong economic losses and even bankruptcy, although, thanks to this study it was possible to identify that occupational stress will have a negative impact in productivity, drawing an important based line to future research, looking to improve worker’s performance and hence, companies’ profits contributing to social economic processes.

In general, companies of textile industry (as many others from capitalist economic system), make substantial investments in technology instruments, specialized workers, machines’ maintenance and reparation, marketing, etc. to improve their production standards, however, there is a low investment on worker’s mental health, as it has been found in this study it generates a strong negative impact on its productivity.

Location decisions are among the most costly decisions that organizations make. This research aims to examine location decisions from a macro perspective and to utilize findings for the development of a typology.

County level source information from the US Census Bureau, the United States (US) Department of Commerce: Bureau of Economic Analysis (BEA), National Association of Counties (NACO), and Fedstats is used in this analysis. Discriminant analysis as a profile analysis is utilized as an objective assessment of differences between the cluster concentrations.

The resulting typology of clusters concentrations is based on four constructs identified in the literature: innovation, specialization, complementariness and transfer of knowledge. This typology can serve as an aid in making these critical location decisions for practitioners as well as identifying future research topics for academia.

The research is an exploratory study and limited by its nature; therefore cause and effect cannot be definitively stated. Variables such as politics, environment, geography and cultural differences could have confounding effects on the study. The generalizability of the study could be affected because of the geographic location in relationship to national differences based on these and other variables.

This typology of cluster concentrations can be used as a tool for managers when making crucial location decisions.

The research is original in that it takes a more holistic approach to developing a typology of cluster concentrations. Rather than looking at specific industries and focusing on industry clusters, the research focuses on concentrations of industry clusters.

The purpose of this study is to examine the potential of integrating material from the arts into postgraduate curricula to deepen students’ engagement with marketing phenomena. The authors assess the use of arts-based activities, within a broader critical pedagogy, for encouraging imaginative and analytical thinking.

The authors devised two learning activities and an interpretive method for studying their value. The activities were an individual essay connecting themes in song lyrics to marketing, and a group photography project. These were applied, within a broader, critical approach, in postgraduate modules on sustainability, ethics and critical marketing. Data collection comprised diaries kept by the teachers, open-ended feedback from students and students’ assignments.

Students showed high levels of engagement, reflexivity and depth of thought, in felt experiences of learning. Their ability to make connections not explicitly in the materials, and requiring imaginative jumps, was notable. Several reported lasting changes to their behaviour. Some found the tasks initially intimidating or, once they were more engaged, stressful or saddening.

This adds to scholarship on management education by showing the usefulness of an arts-based approach towards a transformative agenda.

It offers a template of how to draw from the arts to strengthen critical engagement upon which marketing teachers can build. It also contains practical advice on the challenges and benefits of doing so.

The authors provide evidence that this approach can enhance sensitivity and reflexivity in students, potentially producing more ethical and sustainable decisions in future.

The pedagogical interventions are novel and of value to lecturers seeking to enhance critical engagement with theory. An empirical study of an attempt to integrate arts into teaching marketing represents a promising direction, given the discipline’s creative nature.

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Compiled by K.G.B. Bakewell covering the following journals published by MCB University Press: Facilities Volumes 8‐17; Journal of Property Investment & Finance Volumes 8‐17; Property Management Volumes 8‐17; Structural Survey Volumes 8‐17.

Index by subjects, compiled by K.G.B. Bakewell covering the following journals: Facilities Volumes 8‐18; Journal of Property Investment & Finance Volumes 8‐18; Property Management Volumes 8‐18; Structural Survey Volumes 8‐18.

Handler's genealogy of postmodernism recounted in his address recognizes its origin in aesthetic disciplines and its somewhat viral transcription into social jurisprudence: “the postmodern concept of subversion developed first in language and literary theory, art, and architecture and then spread into politics and law” (1992a, p. 698). Although Handler's rejection of deconstruction stems from what he sees to be its political quiescence, its association with aesthetic critiques of modernism haunts his claims as one source of its essential conservatism. Aesthetic values, he implies, remain distant or distinct from pressing issues of political and social inequality.