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This study explores how thinking infrastructures can orchestrate collective sensemaking in unstable and socially contested environments, such as large-scale humanitarian crises. In particular, drawing from recent interest in the role of artifacts and infrastructures in sensemaking processes, the study examines the evaluative underpinnings of prospective sensemaking as groups attempt to develop novel understandings about a desired but ambiguous set of future conditions. To explore these theoretical concerns, a detailed case study of the unfolding challenges of managing a large-scale humanitarian crisis response was conducted. This study offers two contributions. Firstly, it develops a theorization of the process through which performance evaluation systems can serve as thinking infrastructures in the collaborative development of new understandings in unstable environments. Secondly, this study sheds light on the practices that support prospective sensemaking through specific features of thinking infrastructures, and unpacks how prospective and retrospective forms of sensemaking may interact in such processes.

Most recent service experience research considers customers as sensemakers and sensemaking as a focal process in experience construction. Despite this, the sensemaking theory engendered in organization studies has not been applied in the quest for an in-depth understanding of the service experience. This study introduces a sensemaking perspective to the service experience and develops a conceptualization of how customers construct their experiences cognitively through sensemaking.

The service experience literature is dominated by a focus on firms implementing service experiences for customers. This study, in contrast, investigates service experience and its formation from the customers' viewpoint: how service experiences are formed as a part of customers' everyday life and sensemaking processes instead of under service providers' control.

Service experience is characterized as a mental picture – a collage of meanings created by a customer through the sensemaking processes. A sensemaking framework that characterizes service experience formation and its four seminal dimensions, including the self-related, sociomaterial, retrospective and prospective sensemaking, is introduced.

This article contributes to the service literature by introducing a new theoretical lens through which the service experience concept can be investigated and reframed.

The purpose of this paper is to investigate how executives can rapidly gain employee acceptance for strategic change through reciprocal sensegiving. The author draw on a processual case study of a transformational European merger to study this question, highlighting the properties of reciprocity in making sense of urgent strategic change, then developing them through the lens of a gift exchange.

The author draws on several qualitative methods to study sensegiving and sensemaking processes in Alpha and Beta from 2011 to 2014: insider-outsider team meetings at the beginning, mid-way and at the end of the merger integration process, ethnographic field notes during a four-month research internship, one focus group meeting with Alpha and Beta managers after the announcement of the redistribution of managerial positions, interviews with a carefully selected sample of top and middle managers, participant observation in key sensegiving meetings with top managers and “custodians,” triangulation with secondary data from the database Factiva, and finally follow-up insider corroboration of the findings by the research intern who took up a management position at Alpha in 2014.

Likening executive and employee sensegiving to a gift-giving and gift-returning exchange, the author elucidates how executives induce employees to quickly “give in” to strategic change imperatives. the author single out the key third party role of custodians of reciprocity in the mechanism, using the metaphor of the Trojan horse to illustrate its executive use and point to the underexplored darker side of prosocial sensegiving dynamics.

Further research should clarify the long-term advantages and disadvantages of the mechanism. The Trojan horse mechanism possibly sacrifices long-term reciprocity for short-term purposes. Following the example of executives in this case study, use of the Trojan horse mechanism should be followed by attention to socio-political balance concerns, including new procedures that clarify the link between value creation aims and employees’ collective contribution. Without such a cohesion-building exercise, employees’ feelings of procedural injustice may build up, resulting in negative reciprocity in subsequent change projects.

The work indicates that a leader’s visionary credentials are not the main source of her norm-shaping power in a project of urgent strategic change. Visionary credentials are welcomed by the dominant group of employees as long as they are framed as a symbolic management exercise that will not substantially impact socio-political balance. Substantively, employees make sense of the justice of urgent strategic change primarily through the lens of custodians and their “power from the past.”

All in all, executives should use the Trojan horse mechanism sparingly, in contexts of urgent strategic change and institutionalized employee behavior. Working with sources and voices of resistance from lower levels of management is more likely to yield symbiotic integration benefits.

Applied to the problem of rapid strategic change in a non-crisis context, the Trojan horse mechanism is a solution to the question: how can executives avoid lengthy socio-political confrontations and quickly induce employee ownership of painful strategic changes?

The aim of this research is to provide insights for future display design through understanding the processes of sensemaking of retail displays in digitised retail.

The research applies media elicited interviews and engages thematic analysis to understand agency and advance mental models of retail display. Actor Network Theory (ANT) is engaged to flatten the ontology to traverse digital and physical realms as well as more semiotic sources.

The article presents a system comprising sensemaking processes of displays in digitised retail and traces the blending traits of physical and digital displays labelling an emerging display terminology applicable across realms.

The participating retail concepts' limited resources for technological innovations plus the customers all being local and recruited through the physical store represent this study's limitations.

The developed system reveals a process for abandoning the familiar but obsolete understanding of retail displays to replace it with new insights to support the judgement and decision process for designing innovative future displays with a customer centric logic.

The article is novel in flattening the ontology of retail displays to fit an organisational interface perception of the link between customer and retailer.

The purpose of this paper is to explore extant distinctions between plausibility and probability in scenario planning and re-frame the either/or stance in the literature within a broader set of methodological choice possibilities.

The paper surveys the history of both terms in both the English language and more narrowly within scenario planning, critically assessing the confusions that have arisen. The paper questions the distinctions that have been made and offers a richer set of combinations to open up the methodological space available.

The paper suggests that the either/or stances that have been dominant in the literature – and even shaped distinctions between different schools of scenario planning – must be surpassed by a richer set of combinations that open up new methodological approaches and possibilities.

This is a conceptual and exploratory paper. Therefore the findings are propositions and tentative.

The paper opens up new ways of producing scenarios and may dissolve some of the infertile distinctions that have plagued the field to now.

The paper dilutes distinctions that have been accepted for decades and opens up new possibilities in the scenarios field, which is growing and is now producing some 2,200 peer-reviewed articles/year in English alone as per the EBSCO database.

The purpose of this paper is to investigate industry expert discourses on aspirational corporate social responsibility (CSR) communication. Analysing CSR managers’ and communication consultants’ talk about aspirational talk as constitutive of aspirational CSR communication, the data provide valuable insights into the dominant discourses, and draw attention to the manifold elements in the process of aspirational CSR communication.

Data gathered during 11 in-depth, qualitative interviews with food industry experts in CSR and CSR communication roles in Ireland, the UK and the USA are studied.

The analysis of industry expert discourses suggests that communicating CSR, and in particular the communication of CSR aspirations, is a source of tensions and ambiguity for organisational members. It is evident that aspirational talk acts as a “commitment and alignment device”, raising the bar for the organisation by encouraging enhanced performance and ensuring a competitive differentiation – and thus revealing a performative character. However, it is also shown that industry experts favour action over talk and consider verification crucial to reduce reputational risk. The challenge ahead will be to encourage organisations to embrace aspirational talk in the age of CSR professionalisation and standardisation to ensure incremental and continual CSR improvements.

The research findings suggest that aspirational talk is a useful resource for organisations to transition towards becoming more responsible businesses. Rather than censoring aspirational talk to prevent scepticism by some, managers rely on robust auditing and verification systems to provide proof of achievement over time.

The study provides data on the topic of aspirational talk, where there has been much theory development, but limited empirical evidence. It does so in the context of the food industry, an industry manifestly to the forefront in the sustainability/CSR agenda.

The purpose of this paper is to undertake a critical consideration of the role of scenarios as prospective sensemaking devices through the dual theoretical perspectives of social constructionism and narrative.

The scholarly literature in the fields of strategy and scenario thinking, sensemaking, social construction and narrative are analysed and critically discussed, with their major contributions to the debate identified.

The main findings suggest that transformational change is observed to occur through inductive strategizing at the organization's periphery, in contrast with deductive strategy making at its centre. This causes one to question one's understanding of the strategist as a rational planner. An alternative perception of the strategist as interpretive bricoleur is offered. Adopting a scenario outlook and developing the capacities that comprise sensemaking are said to enhance the abilities of the inductive strategist. Through this, managers are more open to the unexpected and are able to construct meaning from uncertainty and ambiguity, laying the foundations for transformational strategizing. Originality/value – This paper is of value to both practitioners and scholars. For those involved in practical scenario construction it proposes a refocusing of scenarios from influencing managers’ decision making to enhancing their sensemaking capacities. For scholars, it supports and joins the call for strategy researchers to focus on how strategy in organisations is constructed and offers conceptual pointers on what may prove fruitful avenues to pursue. The paper concludes by proposing that through prospective sensemaking individuals can construct meaningful interpretations of their socially constructed worlds.

The purpose of this research is to examine the narratives of victims of abusive supervision. We explore the meaning or “lessons” victims derive from those experiences and how they shape the victims’ views of self, work and organization in relation to navigating their subsequent jobs.

We analyzed how appraisals of supervisory abuse transform victims’ narratives and their consequent work attitudes through sensemaking processes. Semi-structured interviews with the past victims of abusive supervision generated a four-stage model of how sensemaking shapes victims’ future work attitudes. Our interpretations were guided through narrative thematic analysis based on the constructionist approach.

Victims’ lessons learned are predominantly framed by their retrospective post-event appraisal of abuse (based on its severity) once individuals are no longer subject to abusive supervision. With greater distance from the abuse, victims can process the abuse and better understand the motivation of the abuser, enabling the process of causal attributions. These attributions further shape victims’ narratives and future work attitudes through a complex interplay of retrospective and prospective sensemaking mechanisms. The victims broadly reported proactive (with higher self-awareness and endurance) and reactive (self-protection, and emotional scars) lessons. A four-stage model was proposed based on our findings.

Abusive supervision remains a persistent issue experienced by many individuals at some point in their working life. However, little is known about how victims make sense of the event post-abuse and how this sense-making guides their future work behaviors. Understanding this phenomenon provides insight into how employees navigate through adversity and construct a more positive future. The contribution of this narrative inquiry is threefold. First, it explores how individual appraisals of supervisory abuse frame their (1) mechanisms of narrative construction; and (2) future work attitudes. Second, our findings demonstrate how narrative construction is a fluid process often informed by the process of retrospective and prospective sensemaking. Finally, our research suggests two broader categories of lessons that victims internalize and carry forward to their subsequent jobs.