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This article aims at reframing organizational change from a processual perspective to transcend the polarized tensions between planned and emergent approaches to change and to better align with the lived reality of practitioners. It informs the field of learning and development with fresh insights on how to broaden sensemaking repertoires of managers and employees in realizing organizational change.

To understand how change agents conceptualize organizational change at a conceptual level, this article relies on Heidegger’s three modes of being-in-the-world to identify three dominant conceptualizations of organizational change and subsequently theorizes on corresponding phenomenological qualities of sensemaking.

This article develops a theoretical scaffolding that posits the emergence of organizational change as dialectic process of three different conceptualizations of change, i.e. wayfinding logic, managerialistic logic and reflexive logic, that translate into three different phenomenological qualities of sensemaking, i.e. absorbed sensemaking, detached sensemaking and mindful sensemaking, respectively.

A processual reframing of organizational change informs learning and development scholars and practitioners in at least three ways: raising awareness of and probing underlying managerial assumptions of what change is and how change should be managed, training managers and employees to deal with sensemaking processes to effectively realize organizational change, and actively assist in developing a broader sensemaking repertoire to deal with the equivocality associated organizational change.

This processual reframing contributes to the sensemaking literature on organizational change by reframing change as a dialectic process of different underlying assumptions of change agents, and different qualities of sensemaking of change. It pinpoints to concrete actions that learning and development professionals can initiate to contribute to more effective change management practices.

The processual ordering branch of symbolic interaction has long recognized the importance of rhetoric and power to the social constitution of reality. However, little systematic effort has been devoted to probing their intertwined effects in the public policy arena.

The purpose of this paper is to employ the processual ordering perspective to examine the dramaturgical styles used in shaping public policy – expressed in terms of the “public administration” and “realpolitik” forms of rhetoric – among contending political factions as they negotiate mental health public policy. A latent content analysis of the minutes of key U.S. congressional debates, augmented with secondary archival material from the press is employed. It is concluded that both forms of rhetoric play a role in shaping public mental health policy and that both factions modify their rhetorical form as the debate progresses. Those modifications strengthen the position of one faction while weakening that of the other. Theoretical implications are discussed.

As the consumer experience literature broadens in scope – specifically, from dyads to ecosystems and from provider-centric to consumer-centric perspective – traditional data collection methods are no longer adequate. In that context, the paper aims to discuss three little-used data collection methods that can contribute to this broader view of consumer experience.

The paper identifies methodological requirements for exploring the broadened view of consumer experience and reviews data collection methods currently in use.

The paper elaborates tailored guidelines for the study of consumer experience through first-hand, systemic and processual perspectives for three promising and currently underused data collection methods: phenomenological interviews, event-based approaches and diary methods.

Although the list of identified methods is not exhaustive, the methods and guidelines discussed here can be used to advance empirical investigation of consumer experience as more broadly understood.

Practitioners can apply these methods to gain a more complete view of consumers’ experiences and so offer value propositions compatible with those consumers’ lifeworlds.

The paper principally contributes to the literature in two ways: by defining the methodological requirements for investigating consumer experience from consumer-centric, systemic and processual perspectives, and by specifying a set of data collection methods that meet these requirements, along with tailored guidelines for their use.

The purpose of this paper is to illustrate the efficacy of using a multi-paradigm perspective to examine the relationship between corporate social responsibility (CSR) and strategic decision-making processes in the context of charitable foundations.

This paper integrates and synthesizes the micro-social processes of “assessable transcendence” (Anagnostopoulos et al., 2014) with Whittington’s (2001) perspectives on strategy. “Assessable transcendence” was achieved from the constant comparison of categories developed through an early iterative process in which data collection and analysis occurred during the same period. In all, 32 interviews were conducted among a sample of key managers in the charitable foundations for the first two divisions of English football.

The present study illustrates empirically that strategic decision making in charitable foundations does not “seat” neatly in any one of Whittington’s perspectives. On the contrary, this study indicates a great deal of overlap within these perspectives, and suggests that conflicting paradigms should be celebrated rather than viewed as signs of theoretical immaturity. Multi-paradigm approaches can potentially reveal insights into the “mechanics” of managerial decision making that are not easily discernible from a mono-paradigmatic perspective.

This is the first empirical work that examines CSR in relation to strategy within the context of the English football clubs’ charitable foundations, and does so by employing a multi-paradigm perspective on strategy formulation and implementation.

This chapter uses a historical lens to analyse the role of governance institutions in shaping enterprising places using the context of the English city of Coventry in the early to late Middle Ages. Using historical documentation as an empirical method, this chapter examines the formation, evolution, growth, maturation, decline of institutional structures, related governance mechanisms and their interactions with other institutional influences that shaped the entrepreneurial nature of the city and its economy. The chapter discusses aspects of success, failures and discontinuities that beset the entrepreneurial landscape of the city and draws parallels to some contemporary developments in UK’s entrepreneurial governance.

The chapter is underpinned by a research methodological approach that is historical and processual in nature and relies on historical documentation including archival sources of empirical material and other published data which have not previously been studied in the context of entrepreneurship and public governance. The research method and approach addresses a methodological and conceptual void in extant entrepreneurship literature.

The empirical findings from archival sources of data and their analysis sheds a new interpretive light on the nature of enterprising places as a combination of continual historical synergies in the specific context of Coventry. The chapter specifically focuses on the role of merchant and craft guilds as a unique presence in the entrepreneurial landscape of Coventry in the early to late Middle Ages and their contribution as powerful institutional and governance forces in shaping the city’s economic history. The guilds and associated governance institutions exercised and enacted multiple economic, legislative, regulatory, civic, municipal, socio-cultural and religious roles and left a strong imprint on the city’s economic destiny that endured for several centuries. Through the interpenetrative influences of these guilds with other political, royal and religious institutional structures of their day, the economic history of the city and its enterprise was woven together in a fabric of cooperation, discord and power struggles. The historical analysis provides a powerful narrative in charting this story and draws parallels to ongoing struggles in contemporary developments in Coventry’s entrepreneurial governance and leadership.

The chapter contributes a historic and contextually enriched sensibility in understanding the entrepreneurial and economic history of Coventry as viewed through the lens of institutional interactions and provides a valuable study that draws parallels between the past and the present. It provides a historically informed approach in understanding the current context of the nation’s local and regional economic policies and attempts to understand how enterprise and enterprising places thrive and sometimes struggle to survive within such a landscape.

The chapter is a unique take on the analysis of entrepreneurship and institutional governance of a city’s local economy in that it takes a historical perspective of issues that animate current public discourse. A historical approach to studying entrepreneurship provides a longitudinal and macro perspective to studying ideological debates that shade contemporary economic, political and socio-cultural governance. The analysis draws interesting parallels to the power discourses and dynamics and ideological conflicts that shaped institutional influences across centuries that impacted upon the city’s economy and use that as a backdrop to comment upon contemporary developments in the policy landscape viewed as an articulation of a political-ideological agenda. The analysis provides and calls for a greater application of historical sensibilities in governance and entrepreneurship scholarship in order to glean valuable lessons.

The intangible nature of banking services enables financial institutions to deliver them through electronic channels. In addition, the interactive and continuous nature of banking services is conducive to relationship development. It would, therefore, be beneficial for the dyad to build exchange relationships online. This exploratory research investigates the effect of e‐banking on the development of retail relationships in Cyprus.

The perspective of both sides of the dyad is incorporated through face‐to‐face in‐depth interviews. The empirical base used is the Cypriot retail banking sector.

The findings suggest that in the specific context, e‐banking has a significant impact on relationship development, especially at the first stages of the developmental process, but it cannot substitute the other delivery channels.

In view of the contextuality of exchange relationships, it is recognised that the results may be context‐specific and as such, future research should investigate the impact of online delivery systems in alternative cultures and service settings.

The findings create a number of managerial implications, including the need for banks to invest both in e‐platforms and in the development of their employees, as well as the need to systematically appraise customer relationships.

The paper is of value to both academics and practitioners as it addresses the pressing need to investigate exchange relationships using a processual perspective and offers insights into the developmental process of Cypriot retail bank‐client relationships.

The purpose of this paper is to explore and explain the change process in Northern Ireland policing through an analysis of temporally bracketed change phases and key change delivery themes ranging from 1996 to 2012.

The research approach adopted is process based, longitudinal and multi-method, utilising “temporal bracketing” to determine phases of change and conjunctural reasoning to unravel the systematic factors interacting over time, within the case.

The paper identifies and temporally brackets four phases of change: “Tipping point”; “Implementation, Symbolic Modification and Resistance”; “Power Assisted Steering”; and “A Return to Turbulence”, identifies four themes that emerge from RUC-PSNI experience: the role of adaptive leadership; pace and sequencing of change implementation; sufficient resourcing; and the impact of external agents acting as boundary spanners, and comments on the prominence of these themes through the phases. The paper goes on to reflect upon how these phases and themes inform our understanding of organisational change within policing organisations generally and within politically pressurised transition processes.

The contribution of the paper lies in the documentation of an almost unique organisational case in an environmentally forced change process. In this it contains lessons for other organisations facing similar, if less extreme challenges and presents an example of intense change analysed longitudinally.

The purpose of this paper is to present the framework of a fourth paradigm since the existing three paradigms in quality management are not sufficient anymore to understand what happened in the past and surely fail to understand what is happening at the moment and needed in future.

A literature review has been undertaken on different visions on quality management that are used. The underlying principles have led to three quality paradigms. Literature on quadrant models is studied to place the three existing paradigms and identify the possible characteristics of the fourth.

One can discern four quality paradigms in quality management: the Empirical Paradigm, the Reference Paradigm, the Reflective Paradigm and the Emergence Paradigm. The use of these paradigms differs according to the context. Together they form a concept of Total Quality Management. At the moment the Emergence Paradigm has not had enough attention although it might be the best equipped to find new ways of working for the organisations in the current context.

In the literature review the authors selected seven journals in the Business Source Premier database: Total Quality Management (Total Quality Management & Business Excellence); the Academy of Management Review; Product and Operations Management; Organisational Dynamics; the Harvard Business Review; the Sloan Management Review and Organisational Behavior and Performance. In the advanced search mode the authors entered two subjects: “quality management” and “paradigm”. The selected results (in total 289 articles) were examined for its fitness for answering the questions above. That resulted in a selection of 26 articles that are being used in the literature review.

The Emergence Paradigm can be further investigated on its use for quality management in organisations in times of emergent change. Some first insights have been presented here.

The Emergence Paradigm can have impact beyond the field of quality management.

The paper provides new insights in the essence of quality management in times of change and clarity on the usability of the thoughts and tools of four different paradigms in the twenty-first century.

This paper aims to investigate the extent to which accounting standards for social impact reporting are in the public interest. This study aims to explore what the public interest means for social impact reporting by charities; and assess the extent to which the accounting standardisation of social impact reporting supports the public interest so defined.

This study conducts a case study of how stakeholders in Australian charities conceptualise the public interest when discussing accounting standardisation. This paper distinguishes three concepts of the public interest from prior research, namely, aggregative, processual and common good. For each, this paper analyses the implications for accounting and how accountants serve the public interest, and how they align with stakeholder views.

Stakeholder views align with the aggregative and processual concepts of public interest, however this was contested and partial. Accounting standards for social impact reporting will only serve the public interest if they also capture and implement the common good approach.

Clarifying how key stakeholders interpret the public interest can help standard-setters and governments design (or withhold) accounting standards on social impact reporting. This paper also distinguishes different practical roles for accountants in this domain – information merchants, umpires or advocates, which each public interest concept implies.

This paper extends prior research on accounting for the public interest to social impact reporting. The paper empirically demonstrates the salience of the common good concept of public interest and demonstrates the diversity of views on the standardisation of social impact reporting by charities.

The purpose of this paper is to introduce a practical model for the evaluation and adaptation of educational programmes in order to incorporate employability development focussed on enabling graduates to self-manage their career.

The model integrates several perspectives on and conceptualisations of the nature of employability and its development. The integration of various elements is justified on the basis of existing research and the experience of local educational practitioners.

The model integrates insights from the Graduate Employability Development model (Harvey et al., 2002), the CareerEDGE model (Dacre Pool and Sewell, 2007), the Career Management Employability model (Bridgstock, 2009) and adopts three career competencies as outcome indicators (Akkermans et al., 2013). The resulting model describes in simple terms what educational practitioners may adapt in the process of employability development to enhance the ability of prospective graduates to manage their own careers.

The model remains theoretical and the relations it implies require further validation. Involving graduates and students in evaluating the model may contribute to validating its scope and applicability.

The model provides a practical tool to retrospectively and prospectively evaluate the institutional provision of employability development education. It may serve as a basis for adaptation to other programmes.

By adopting a processual perspective on employability, the model shifts away from the possession of a predefined set of characteristics, and towards enabling students to actively influence their own employability.