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The purpose of this study is to explore the capacity of frontline employees (FLEs) to provide insights into customer-to-customer interaction (CCI) and its management in service organisations.

This exploratory study used focus groups and semi-structured in-depth interviews with FLEs to investigate their experiences and reflections in dealing with CCI in a complex service setting in the UK.

FLEs are able to recall CCI encounters, both positive (PCCI) and negative (NCCI), with ease. They are capable of conceptualising and exploring complex nuances surrounding CCI encounters. FLEs can distinguish levels of seriousness of negative CCI and variations in customer sensitivity to CCI. FLEs vary in their comfort in intervening in negative CCI situations. Whilst FLEs draw on skills imparted in an employee-customer interaction context, they would benefit from CCI-specific training. Propositions are advanced for further empirical testing.

The authors studied FLE views on CCI in a customer-centric service organisation in the UK. Future research should further address the FLE perspective on CCI in less service-driven organisations and in other countries. A wide range of themes for further research are proposed.

The insights presented will assist service managers to assess the CCI context of their own organisation and develop strategies and guidelines to support FLEs in detecting, understanding and responding to CCI encounters.

The paper highlights and discusses the complexity of intervening in negative CCI encounters in socially inclusive service environments.

Based on FLE-derived perceptions of CCI, the paper contributes conceptually to CCI knowledge by identifying the existence of “concealed CCI”, distinguishing between gradual and sudden CCI intervention contexts and exploring the human resource development consequences of this distinction, with original implications for service management. The study also contributes to extending the scope of research into triadic service interactions.

The food industry's managerial response to the environmental change of EC accession is examined. Nine case studies had been carried out in the late 1970s and the same nine companies have been recently revisited to provide a longitudinal study. As we approach “1992”, EC issues have again become strategic.

This study aims to provide service managers and researchers with a deeper understanding of the direct on-site interactions taking place between customers.

Using the Critical Incident Technique (CIT), 284 incidents are analysed to develop a typology of how service customers experience direct on-site CCI.

The research reveals a wide range of CCI. A typology consisting of nine distinct categories of CCI emerged: (1) shared use space, (2) assigned space and possessions, (3) information provision, (4) assistance, (5) social conversations, (6) disrespectful attitude, (7) queuing discipline, (8) transaction efficiency and (9) undesired customers and ‘camouflaged customers’. These categories can accommodate a multitude of customer behaviours that impact, negatively or positively, on the service experience of other customers.

Future studies could be conducted following a more inclusive research design capable of gaining CCI insights from employees and managers.

Practitioners can use the typology to systematically identify the full range of specific CCI behaviours affecting their businesses. It also assists them in the analysis and understanding of individual C2C (customer-to-customer) interactions. For academics the typology makes available a comprehensive framework to guide future research into CCI.

The study constitutes the first systematic attempt to classify direct on-site CCI across a wide range of services. The typology, unrestricted by any single-industry bias, is robust and conceptually broad, and therefore highly portable across service industries.

This paper aims to develop an interpretative framework of the evolution of social impact investment (SII) in different countries. SII is a strategy of asset allocation, which combines financial profitability with a measurable social and environmental impact.

Through a thematic analysis of 75 documents, i.e. reports, experts’ considerations, reflections on practitioners’ experience, meetings’ minutes, written by the SII Taskforce of the Group of Eight and the relative National Advisory Boards, the authors identify the main themes connected to the topic of SII development and recognize four main elements useful to segment the market, namely, information asymmetry, financial instruments, source of capital and market intermediation.

They map the ongoing practices in the Group of Eight’s members and distinguish two speeds in the evolution of SII: on one hand, there is a group of roadrunners, which pave the way to SII and in which SII activities have being institutionalized; on the other hand, there is a wider group of chasers, where the SII infrastructures lack any systematization.

Although some authors provide preliminary interpretations of the SII evolution, they mainly focus on the national level and do not provide any cross-countries analysis. The findings of the present work contribute to overcome the lack of evidence characterizing the SII field and the absence of comparable and consistent data at the global level by filling the academic literature about SII, through a structured interpretative framework.

The purpose of this study is to investigate whether employees at various levels of managerial positions (e.g. senior, middle, and junior) exhibit different levels of mental toughness. In addition, the study seeks to explore possible effects of age on mental toughness.

A total of 522 participants working in UK‐based organisations completed demographic information and the Mental Toughness Questionnaire.

Results revealed significant main effects for both managerial position and age. Follow‐up analysis revealed that mental toughness ratings were higher in more senior positions, and that mental toughness generally increased with age.

The main limitation of the study is its cross‐sectional design. Longitudinal studies investigating the development of mental toughness over time or the effect of mental toughness training are needed. It appears, however, that age plays a role in an individual's mental toughness profile. This suggests that increased exposure to significant life events may have a positive developmental effect on mental toughness.

The results of the study would suggest that mental toughness can be developed through appropriate training programmes.

This chapter examines some key themes raised by the intersection of the urban, the rural and the penal against the backdrop of the Australian ‘rural ideal’. But the chapter also seeks to look critically at that ideal and how it relates (or does not) to the various lifeworlds and patterns of settler development that lie beyond the Australian cityscape. Attention is directed away from the singular focus on the rural/urban divide to stress the importance of North/South in understanding patterns of development and penal practices beyond the cityscape in the Australian context.

A congruent leadership model is developed. It is a corrected situational model independent of its origins as a correction of Hersey and Blanchard's Situational Leadership model. It recognises that the leader's level of activity in directing the task and developing relationships will vary as the situation demands. It postulates that the correct leadership style is that which is “congruent” with a combined assessment of factors relating to the leader, the subordinates and the situation.

This paper offers a bibliometric analysis of the scientific literature on social finance. It provides an overview of the research field by identifying gaps in the existing academic literature and presenting future research directions.

The study uses co-word analysis and visualization mapping techniques.

This study's findings show that the social finance research field comprises five main research clusters and four main research hotspots—impact investing, social entrepreneurship, social impact bonds, and social innovation—which represent the core of this research domain. The authors also identify the researchers and the research institutions that have contributed to the development of social finance. In addition, emerging research areas are mapped and discussed.

Compared with most previous literature reviews, this work provides a more complete and objective analysis of the entire social finance landscape by revealing the trends and evolving dynamics that characterize its development. To this end, clear terminological boundaries have not yet been established in social finance. The field appears immature because only a few researchers have contributed to it, and papers have yet to be published by top finance journals. Finally, the findings of this research provide directions for future studies.

This research draws on qualitative interviews with primarily lower socioeconomic status (SES) public library internet users to illuminate their perceptions of economic benefits afforded by the internet. This powerful evidence challenges utopian new technological theories. The results from this study allow for the comparison of perspectives from Millennials, Generation Xers, Boomers, and the Silent generation. These results suggest a disconnect between the cultural mythology around the internet as an all-powerful tool and the lived experiences of lower SES respondents. Lower SES participants primarily use the internet to train and educate themselves in areas where they would like to work in the process of applying for jobs using the internet. Participants recognized marginal benefits such as socialization and less burdensome job application processes. However, they struggled to identify significant job-related benefits when comparing applying for jobs online as opposed to applying for jobs in person. With the exception of millennials, all generational groups believed in the economic promise of the internet to make their lives easier given enough time. Millennials, however, challenged the techno-utopianism expressed by other generations. Only millennials recognized the realities of digital inequalities that make techno-utopian outcomes unattainable given broader economic realities for low-SES individuals.

The food industry′s managerial response to the environmental change of EC accession is examined. Nine case studies had been carried out in the late 1970s and the same nine companies have been recently revisited to provide a longitudinal study. As we approach “1992”, EC issues have again become strategic.