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The purpose of this paper is to highlight the complicated nature of safeguarding lesbian, gay, bisexual and transgender (LGBT) students. First, this paper will address the issues that LGBT students face as a minoritized group in their school system, which inhibits their opportunities to reach their full potential when it comes to emotional and academic growth. Second, this paper will be used to discuss how leadership is vital in order for school communities to help address the issues that their LGBT population face. Third, the author will make the case that a lack of leadership self-efficacy can hinder the process.

Three different research studies were used to highlight the needs of LGBT students. However, there is additional research that is used as well to illustrate the need for leadership self-efficacy to support LGBT safeguards. When it comes to LGBT research the research of GLSEN (formerly known as the Gay, Lesbian, Straight Education Network) was used. GLSEN’s research consisted of 7,898 students between the ages of 13 and 21. Second, data from the Every Teachers Project by the Manitoba Teachers’ Society were used which involved 3,400 teachers around Canada. Although there are certain nuances between international examples which include those LGBT students living in the dominant culture as well as within indigenous populations, the author builds the case that the harassment and bullying has a common theme and can be addressed through common methods. Additionally, qualitative doctoral research was used, which consisted of 20 interviews of school leaders from three different school districts in New York State. Lastly, for the purpose of this paper the author will use the acronym LGBT to identify those in the lesbian, gay, bisexual and transgender community. There are many acronyms (e.g. LGBTQ, LGBTI, etc.) representing the community, and only when the research use those other acronyms, will those be used to highlight subgroup populations.

Findings indicate that, as a minoritized population, LGBT students are highly at risk for being verbally and physically harassed at school, and go unprotected by the adults who are in charge of keeping them safe. School leadership is instrumental in the safeguarding of LGBT students. Additionally, safeguarding is not nearly enough. It is important to understand that LGBT students should not just be safeguarded, but should also be surrounded by curriculum and images that will help them feel accepted into the greater school community, which takes an increased level of self-efficacy on the part of the leader.

The topic of engaging LGBT students in the school community is sparse at best. Additionally, this paper provides the case for safeguarding and engaging LGBT students, as well as all minoritized populations, but also discusses why it is the moral purpose of leaders to do so. However, the author believes that the addition of understanding leadership actions around safeguarding LGBT students through the lens of leadership self-efficacy and building collective efficacy is an important one, and will add to the originality of this paper.

Do you use Electronic mail (E‐mail)? Do you know if anyone other than the intended recipient is reading the mail you send? And, what would you do if it fell into the wrong hands? Employees around the world use E‐mail more than a million times a day (Elmer‐Dewitt, 1993). E‐mail is used for a multitude of purposes including telling jokes, discussing confidential matters, or even spreading gossip that could be potentially offensive if overheard by the wrong person. E‐mail is more convenient for most to use rather than having to pick up the phone or wander down a hall to tell someone something. A common misconception many have concerning the use of E‐mail is that it is as private as mail or a phone call (Elmer‐Dewitt, 1993).

This paper aims to examine how a shopper’s level of psychological entitlement influences how consumers respond to different types of apology by a service provider.

Two experiments were performed. Study 1 tests the hypotheses that entitled shoppers prefer empathy apologies to norm violation apologies and that this effect is mediated by disgust and anger. Study 2 tests whether relative superiority apologies are more effective.

Study 1 shows that entitled shoppers prefer empathy apologies. Mediation analysis shows that entitled people feel disgust for norm violation apologies. Study 2 shows that entitled shoppers prefer relative superiority apologies. A standard apology results in negative perceptions of interactional justice, disgust and negative employee evaluations.

Limitations include the scenario method. Implications include entitlement as a moderator of service recovery effectiveness, examining different types of apology and mediators which contribute to the marketing and entitlement literature.

The findings have implications for training employees in service recovery. Employees should not use a standard apology or an apology that treats entitled consumers as similar to other shoppers. Employees should express empathy or make them feel that they are a more valued customer than other store customers.

This research shows how entitlement moderates consumer responses to service recovery. The research answers calls to study different types of apology rather than studying a standard apology (vs no apology). The research is the first to relate entitlement to apologies and to show how disgust and justice perceptions underlie an entitled person’s judgments in service recovery.

The decision to become international is a highlighted organisational decision that affects all dimensions at all firm levels. Human resources are also among the parts of the organisation affected by this decision. Paying attention to employees can speed up and facilitate this process. Organisational integrity is one of the most significant issues that must be considered. In this regard, identifying, investigating and planning to deal with the destructive effects that may influence the employees of small and medium-sized enterprise (SMEs) in internationalisation, are among the subjects that have so far received less attention and should be studied more. The present study explores the destructive influences of internationalisation on the employees of SMEs by a hybrid multi-layer decision-making model-psychological solution. First, by reviewing the literature, the destructive impacts of internationalisation on employees are extracted. In the next stage, these factors are screened according to the condition of the SMEs in an emerging economy by interval-valued intuitionistic hesitant fuzzy Delphi (IVIHF-Delphi). The impact of these factors on each other is then evaluated applying interval-valued intuitionistic hesitant fuzzy DEMATEL-based ANP (IVIHF-DANP). Consequently, the highlighted destructive impacts are determined and the psychological solutions to face them are provided.

The purpose of this paper is to examine whether high quality relationships buffer or magnify the negative impact of a failed service recovery on subsequent consumer attitudes and behaviors.

A total of 264 online shoppers were surveyed using a structured questionnaire. Respondents were asked to imagine themselves in a hypothetical failed service recovery scenario involving a multi‐channel retailer with whom they shop.

Results from a MANCOVA analysis and SEM modeling indicate that, following a failed service recovery incident, high quality relationships present a challenge for the service provider. In accordance with the hypotheses, consumers with a high level of relationship quality will decrease their repurchase intentions to a greater extent; more strongly and negatively adjust their overall relationship quality; and react to the service recovery effort less favorably than those with lower levels of relationship quality.

The findings suggest that high quality relationships may “raise the bar” of service recovery management, rather than “buffering” firms from service failure.

Service providers should consider the potential implications of customer relationship quality in their service recovery management efforts.

The study provides empirical evidence of the “double‐edge” issue of relationship quality in service recovery management, illustrating the need to incorporate this variable in future service failure/recovery research.

The strategic management literature emphasizes the concept of business intelligence (BI) as an essential competitive tool. Yet the sustainability of the firms’ competitive advantage provided by BI capability is not well researched. To fill this gap, this study attempts to develop a model for successful BI deployment and empirically examines the association between BI deployment and sustainable competitive advantage. Taking the telecommunications industry in Malaysia as a case example, the research particularly focuses on the influencing perceptions held by telecommunications decision makers and executives on factors that impact successful BI deployment. The research further investigates the relationship between successful BI deployment and sustainable competitive advantage of the telecommunications organizations. Another important aim of this study is to determine the effect of moderating factors such as organization culture, business strategy, and use of BI tools on BI deployment and the sustainability of firm’s competitive advantage.

This research uses combination of resource-based theory and diffusion of innovation (DOI) theory to examine BI success and its relationship with firm’s sustainability. The research adopts the positivist paradigm and a two-phase sequential mixed method consisting of qualitative and quantitative approaches are employed. A tentative research model is developed first based on extensive literature review. The chapter presents a qualitative field study to fine tune the initial research model. Findings from the qualitative method are also used to develop measures and instruments for the next phase of quantitative method. The study includes a survey study with sample of business analysts and decision makers in telecommunications firms and is analyzed by partial least square-based structural equation modeling.

The findings reveal that some internal resources of the organizations such as BI governance and the perceptions of BI’s characteristics influence the successful deployment of BI. Organizations that practice good BI governance with strong moral and financial support from upper management have an opportunity to realize the dream of having successful BI initiatives in place. The scope of BI governance includes providing sufficient support and commitment in BI funding and implementation, laying out proper BI infrastructure and staffing and establishing a corporate-wide policy and procedures regarding BI. The perceptions about the characteristics of BI such as its relative advantage, complexity, compatibility, and observability are also significant in ensuring BI success. The most important results of this study indicated that with BI successfully deployed, executives would use the knowledge provided for their necessary actions in sustaining the organizations’ competitive advantage in terms of economics, social, and environmental issues.

This study contributes significantly to the existing literature that will assist future BI researchers especially in achieving sustainable competitive advantage. In particular, the model will help practitioners to consider the resources that they are likely to consider when deploying BI. Finally, the applications of this study can be extended through further adaptation in other industries and various geographic contexts.

Although a significant body of work has amassed that explores the antecedents, correlates, and consequences of employee turnover in organizations, little is known about how employees go about quitting once they have made the decision to leave. That is, after the decision to voluntarily quit their job is made, employees must then navigate through the process of planning for their exit, announcing their resignation, and potentially working at their company for weeks after their plans to resign have been made public. Our lack of understanding of the resignation process is important as how employees quit their jobs has the potential to impact the performance and turnover intentions of other organizational members, as well as to harm or benefit the reputation of the organization, overall. Moreover, voluntary turnover is likely to increase in the coming decades. In this chapter, we unpack the resignation process. Specifically, drawing from the communication literature and prior work on employee socialization, we develop a three-stage model of the resignation process that captures the activities and decisions employees face as they quit their jobs, and how individual differences may influence how they behave in each of these three stages. In doing so, we develop a foundation upon which researchers can begin to build a better understanding of what employees go through after they have decided to quit but before they have exited their organization for the final time.