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Perceptual inhibitors to instructional leadership are based on disagreements with the premises of instructional leadership. This study explored how the paradoxical approach, which advocates “both/and” approach to conflicting demands, may moderate the influence of the perceptual inhibitors of instructional leadership.

The current study is qualitative in nature. Study participants were 30 Israeli school principals, representing the larger body of Israeli principals in terms of sex, age, years of experience, education and school level. Data were collected through semi-structured interviews. Data analysis included a two-step theory-driven coding process.

This study found that the paradoxical approach allowed school principals to hold conflicting perspectives on instructional leadership simultaneously. Thus, it has reduced the effect of the perceptual inhibitors of instructional leadership, as it permitted principals to delay the decision between the expectation to fulfill the role of instructional leader and their disagreements with it.

Despite prolonged pressures, school principals demonstrate limited involvement in instructional leadership, in part because of perceptual inhibitors. The findings of this study can be used in dealing with these inhibitors.

The purpose of this paper is to explore the mediating role of demonetisation in the usage of IT-enabled banking services (ITeBS). The study extends the theory of technology readiness (TR) (Parasuraman and Colby, 2015) by incorporating the behavioural intention and actual usage of ITeBS.

Based on the theory of TR and encompassing the impact of demonetisation, the study examines the functional relationship of TR, behavioural intention and actual usage. Structural equation modelling and mediation analysis are applied on a data set of 474 usable responses.

The study confirms that TR is a significant factor in customer’s intention to use ITeBS. The demonetisation variable fully mediates the relationship model, which implies a significant finding in the consumer acceptance literature.

The result of this study proposes three major implications. Primarily, the banks should focus on providing simple and user-friendly ITeBS interface and its uninterrupted access. It is necessary to educate the customers by giving them a trial of the service. Furthermore, social media platforms may be utilised as an effective and efficient tool to resolve customer complaints.

This study is first of the attempts to investigate government’s digital push in the technology adoption literature. The results indicate significant influence of demonetisation on the usage of ITeBS.

Instructional leadership is a major part of the responsibility of principals who achieve promising results in school improvement. This paper aims to explore the inhibiting factors for instituting instructional leadership in elementary schools located in rural areas in Israel.

The participants of this qualitative study were a diverse sample of 64 rural school principals. Data were collected through semi-structured interviews. Data analysis proceeded in a three-stage process that involved condensing, coding and categorizing.

This study revealed that rural principals refrain from practicing instructional leadership because of two specific inhibiting factors: relationships within the community, which make it difficult for them to implement a school leadership policy that includes monitoring and control and characteristics of parents, who disagree with the instructional leadership's emphasis on learning and achievement.

The findings of this reinforce argument that propose context as an under-used theoretical lens for understanding differences in principals' practices across different contexts.

The study aims to investigate the illegitimate customer complaining behavior (ICCB) in the hospitality industry from the perspective of frontline employees. In particular, this study identified ICCB incidents, ICCB triggering factors and inhibitors in the hospitality industry.

A qualitative research approach was adopted in this study by using in-depth personal interviews. Twenty-six semi-structured interviews were conducted with frontline employees who had first-hand experiences with ICCB in the hospitality industry. The interviews were transcribed, coded and analyzed following the procedures of open coding, axial coding and selective coding.

Analysis of the qualitative data has revealed 7 types of ICCB incidents, 11 ICCB triggering factors and 3 ICCB inhibitors in the hospitality industry, as perceived by frontline employees. The study also proposed a multiple-layer model of ICCB triggers and inhibitors based on the results. Four propositions are developed delineating three layers of driving forces and the dynamics between ICCB triggers and inhibitors that exert joint effects on ICCB.

Impacts of various cultural settings, different hospitality business settings (hotels vs restaurants) and profile information of frontline employees on ICCB need to be examined in future research.

Findings of this study contribute to the customer complaining literature and the hospitality service management literature by offering the frontline employees’ perspective of ICCB. Hospitality businesses can benefit from this study by using the research findings to develop more effective company policies and training programs to recognize, monitor and resolve ICCB incidents.

This paper aims to provide a better understanding of non-adoption of technological interfaces. The majority of diffusion research on technological innovations does not distinguish clearly between non-adoption and resistance behavior and assumes a symmetrical or linear relationship between the positive and negative influencing factors. As a result, it has not recognized the different types of non-adoption.

The determinants of customers ' propensity to adopt or not to adopt computer-based technologies were examined in the context of internet banking. Several multivariate analysis methods were combined to examine the dimensionality of the constructs involved and their explanatory power on customer intentions and usage behavior.

The resulting five dimensions revealed new links that help to explain customer intention in relation to usage behavior. The results reveal that some of the factors explaining non-adoption are not the opposite of those explaining adoption behavior and that others influence positively both behaviors. It is also found that pre-adoption behavior may be different from usage behavior and that delay behavior may be characterized by different phases.

The findings of this exploratory study suggest new evidence on non-adoption behavior that may stimulate further research inquiry.

Recognizing these different aspects of customer behavior in relation to adoption/non-adoption has implications for managers involved in utilizing the internet as a channel for customer service.

This study examined diffusion of innovation from a different angle, looking at non-adoption behavior which may sometimes be the result of some kind of resistance.

Proposes a general framework for thinking in which various problems related to buyer behaviour are recognized. Examines how the marketing concept has developed this century. Reviews two comprehensive consumer behaviour models briefly, and after a more thorough examination retains a third as a consumer behaviour framework. Attempts to indicate the present situation with regard to consumer behaviour.

This study examines internet banking adoption and resistance behaviour in Greece in order to develop profiles of adopters and non‐adopters of the service. The aim is to illustrate customers' resistance behaviour towards internet banking. The existing research does not explain resistance behaviour, since it does not clearly distinguish non‐adoption from resistance. Consequently, it has not recognised the different types of non‐adoption.

A measuring instrument was developed and utilised in a survey of a convenience sample of 1,200 customers. The derived dimensionality of the relevant perceptual variables was used to explore the existence of different customer segments through cluster analysis.

Three segments were identified, where the description of their profiles is based on customer perceptions of the service and general usage data. Across these segments adopters and non‐adopters were found to have different characteristics. With regard to demographics, only income was found to be associated with segment membership.

Perceptual and usage variables are useful in market segmentation. The results also suggest the possible existence of sub‐groups within each segment characterised by different aspects of resistance behaviour. Further research could identify and explore their potential and study non‐adopter behaviour.

Service providers should target users and non‐users across the segments differently. While the users identified require different retention policies, the resistance or non‐resistance observed in non‐users suggest the proper management of delay and rejection behaviours.

The customer segments identified in this study are based on new links found between the factors that drive diffusion and resistance to diffusion and general usage data. Non‐adopters across the segments resist for different reasons, or not resist.

While marketers want to drive higher repurchases for better business sustainability, repeat shopping experiences may change customer perceptions of the online channel, resulting in the emergence of new segment typologies. Therefore, the purpose of this paper is to explore the segmentation of online clothing shoppers using a repeat online clothing shopper base. Further, it analyses segment positions in a perceptual space to derive relevant positioning insights for the various segments.

Segmentation is done using dual bases of e-lifestyle and website quality factors for which the scales are derived from literature and then adapted and validated using a two-phase process across two samples of 271 and 644 experienced shoppers, respectively, in India. Positions of the segments are explored using the discriminant analysis-based perceptual mapping technique.

Three segments are found, namely disengaged averse online shoppers, interactive convenience seekers and adept online shopping optimists with the latter two having a higher propensity to purchase clothes online. Perceptual mapping of the segment positions reveals dimensions, which can be used for appropriate positioning.

The research methodology may be replicated for other products and country contexts, and additional factors may be explored for further insights.

The study reveals insights on the evolving nature of segments as shoppers gain experience of online shopping for clothes and highlights the varied reasons for the growing acceptability of the online channel. The findings reveal key targeting and positioning strategies for e-marketers.

This is one of the first studies of its kind in India, which explores the segmentation of repeat online clothing shoppers in India using dual bases. Another distinctive feature of the study is its use of the perceptual mapping technique to draw inferences about factors that differentiate multi-segment buying behavior.

To contribute to the literature on managerial learning and illustrate the most important barriers to participation in learning for mid‐career managers. To provide recommendations on how to eliminate such barriers.

From a larger sample of 61 managers, 22 were selected for further in‐depth analysis of their interview transcripts, due to the severity of barriers experienced. Using a grounded theory approach, they were categorised according to whether they had intrinsic (perceptual, emotional, motivational, cognitive) or extrinsic (organisational culture, management development culture or physical pressures) barriers to learning.

Three distinct groupings emerged when the managers were plotted on a chart according to the barriers experienced. Solutions were then proposed for eliminating barriers for each group of managers. The most important recommendations were that the support of top management was necessary to encourage continued development and that line managers had a critical role to play in developing tailored development packages.

For future research, it would be useful to test whether or not these findings could be replicated across other sectors and managerial types. It is suggested that widening the sample would also be beneficial to eliminate issues inherent with a small population.

Leadership programmes for managers, focussing on understanding motivation at the individual level. In addition, top management should be involved in the evaluation of training and development so that they can lead their managerial teams effectively.

This paper is original in that it focuses on managers with severe barriers to learning and offers practical advice on what organisations should do in relation to these issues.

Studies on participation in organizational decision making in the context of developing countries are limited, especially from a gender perspective. Based on a survey of government and private sector employees in Dhaka, Bangladesh, this study explores the extent to which women have been integrated in the workforce and how both genders perceive their participation in decision making. Organizational climate is perceived as healthy, while communication between the genders does not reflect major barriers or animosities. Yet, in the largely traditional male‐dominated organizational setting, it is interesting to note that while overt resistance to women has decreased, subtle hostilities continue to resonate. Such hostilities adversely affect perceived participation. A strain of conservatism also continues to exert some negative influence on perceived participation but mostly on women.