Search results

Appropriate management of service failures involves a complex organizational response that allows an effective internal and external recovery, learn from mistakes and introduce future service innovations. Empirical evidence on the organizational recovery practices more suitable to achieve these objectives, leading to superior performance, is limited. The present work seeks to extend the existing literature by identifying the potential dimensions that constitute an integrated service recovery system (ISRS), introducing a strategic, proactive and relational approach to service failure and recovery management, and by proposing a causal model linking the ISRS with performance.

The ISRS dimensions and their attributes are derived from an extensive literature review and suggestions from academics and business experts. Structural equations modeling is used to test a model linking the ISRS (conceptualized as a second order construct), with client, employee and business performance indicators, using data from a Spanish sample of 151 Knowledge‐Intensive Business Services (KIBS).

Results confirm that the firms' ability to approach service recovery from a strategic, proactive and relational perspective allows improving performance among clients and employees, that is, the external and internal recovery to occur, which leads to a superior competitive performance.

The ISRS scale can provide managers with a diagnostic tool to analyze their recovery practices and to further improve their competitiveness in the long term.

The need to assess the integrative nature of effective service recovery systems has been claimed theoretically. An empirical study showing the link between comprehensive service recovery practices and performance was lacking.

The purpose of this paper is to reflect upon the challenges posed for the ongoing implementation of multi-agency risk assessment conferences (MARACs) for police forces in England and Wales during the 2020 pandemic.

This is rapid response research involving qualitative methods primarily online semi-structured interviewing with a sample of police domestic abuse leads in England and Wales.

The findings point to increased use of virtual platforms particularly for MARACs and that this has beneficial consequences both for the police and in their view also for victim-survivors.

The findings reported here are from policing domestic abuse leads. More work needs to be done to explore the value of engaging in virtual MARACs for all the agencies concerned but also whether MARACs continue to be the best way to ensure the victim-survivor is kept in view.

The use of virtual platforms carries a range of practice implications for the future of MARACs for the foreseeable future. These range from ensuring attendance of the appropriate agencies to the range and frequency of meetings, to infrastructural support for all agencies to engage.

This is an original study funded by the Economic and Social Research Council examining police and court responses to domestic abuse during the covid-19 pandemic.

The coronavirus disease 2019 (COVID-19)-induced declining economic prospects and accompanying economic shocks present socioeconomic vulnerabilities for developing economies at the tranches of poverty, unemployment and minimal social security. South Africa is one of the countries that have the most precarious societies in developing nations due to the triple challenges of unemployment, poverty and inequality. As such, this paper investigates the impact of the pandemic on South African livelihoods.

This paper uses secondary data obtained from the National Income Dynamics Study – Coronavirus Rapid Mobile Survey (NIDS-CRAM) Wave 1 dataset to analyse the impact of COVID-19 on South African livelihoods.

The findings reveal that COVID-19 amplified the country's poor and vulnerable population's socioeconomic conditions because of the stringent Level 5 lockdown regulations that barred low-income households from making a livelihood. It further revealed that low-income households, who are the least educated, Black African, female and marginalized, were disproportionally socioeconomically affected by losing the main household income.

The research is limited in that it used secondary quantitative data that relied on a telephonic survey during the COVID-19 lockdown period.

This study offers a policy suggestion that increasing social grants during the pandemic will not have any significant impact on the livelihoods of many South Africans unless distributional inequalities are reduced.

The government needs to develop welfarist policies to protect the most vulnerable in society to limit the socioeconomic impact of pandemics and take proactive policy measures to reduce unemployment and income inequalities in the country.

The paper contributes to understanding the precarious nature of low-income households.

This paper aims to describe innovations at the Games + Learning + Society Center to explore the future of education.

This paper is an overview of several published studies and design interventions.

Commercial partnerships, particularly generating copyrightable materials can maximize impact and diversify research funding, but they also run counter to the culture and purpose of many research universities.

Researchers interested in forging new partnerships to maximize impact might explore relationships with commercial entities but be aware that they are running counter to the grain of most institutions and goals. Other universities of different sizes, ages and orientations may have different results.

Building private partnerships requires different staffing and skill sets than traditional research. Guidance for staffing key roles and projects are provided.

This paper is a reflection on unique research initiative that generated revenue and helped shape a subfield of education.

Drawing on Weick’s sensemaking perspective, this study aims to describe how Czech social entrepreneurs shape the shared meaning of the crisis caused by the COVID-19 pandemic and what approaches to the crisis the sensemaking process leads to.

This study is based on the principles of grounded theory. Through in-depth interviews with 25 social entrepreneurs, it captures the entrepreneurs’ experience of the COVID-19 pandemic in the context of their understanding of social enterprise identity. Interviews with experts in the field of social entrepreneurship were also conducted to help achieve a deeper analysis of the entrepreneurial cases.

Results of research show that despite the obstacles, most social entrepreneurs arrive at a positive redescription of the crisis. Enterprises not affected by the pandemic adopt a conventional approach. The most vulnerable enterprises are paralyzed and wait with uncertainty for future developments in their enterprise’s situation.

As knowledge of vulnerabilities is a key prerequisite for crisis prevention, this research can serve as a useful material for business incubators and other institutions that provide mentoring and expertise to start-up social entrepreneurs including focus on crisis management implementation.

This study complements the theory of crisis sensemaking with the level of social entrepreneurship, which is characterized by a dichotomy of social and business goals that results in a specific shared meaning of identity which is tied to perceptions of vulnerabilities. This study describes the influence of perceived identity on coping with a crisis.

Wildfire researchers have typically focused on the formal social relationships and organizational structures of community and community leadership in analyzing fire preparedness and planning. This may be reasonable given the policy positions of natural resource agencies charged with management of wildfires on large public lands, particularly in the American West. When fires are allowed to burn on public lands, there are inherent risks to communities located in the path of the burn. Formal relationships between federal and state agencies and local communities (particularly with local government leaders and other people in positions of authority and power), therefore, are critical in maintaining clear communications, in reducing potential dangers, and in providing appropriate responses when wildfire dangers occur. The scholarly research in this area has a clearly applied focus, and much of it also has a “top-down” orientation that reflects the resource agency funding that underwrites this work. The relevance is clear: resource managers are charged to identify persons and groups “with a stake” in the outcome of resource management policies, and to evaluate the outcomes of agency-designed educational and outreach programs for affected publics.

The purpose of this paper is twofold, first, to discuss the current and future issues around post-publication open peer review. Second, to highlight some of the main protagonists and platforms that encourages open peer review, pre-and post-publication.

The first part of the paper aims to discuss the facilitators and barriers that will enable and prevent academics engaging with the new and established platforms of scholarly communication and review. These issues are covered with the intention of proposing further dialogue within the academic community that ultimately address researchers’ concerns, whilst continuing to nurture a progressive approach to scholarly communication and review. The paper will continue to look at the prominent open post-publication platforms and tools and discuss whether in the future it will become a standard model.

The paper identifies several problems, not exclusive to open peer review that could inhibit academics from being open with their reviews and comments of other’s research. Whilst identifies opportunities to be had by embracing a new era of academic openness.

The paper summarises key platforms and arguments for open peer review and will be of interest to researchers in different disciplines as well as the wider academic community wanting to know more about scholarly communications and measurement.

This paper looks at many of the new platforms that have been previously ignored and discusses issues relating to open peer review that have only been touched on in brief by other published research.

The purpose of this study is to arrive at a conceptual roadmap that may be used to analyze the impacts of post-disaster relocation on a family’s dynamics and how this, in turn, affects their resilience to future disasters. Existing literature shows that the role of the family as a social unit is often overlooked in disaster research. Ultimately, this paper seeks to elevate the place of the family and its internal dynamics as a vital determinant of family resilience in a post-disaster relocation setting.

The study is a result of a systematic literature review of four interrelated topics, namely, families in disasters; post-disaster relocation; disaster resilience and family resilience.

The literature review resulted in an exploration of the experiences of families amidst post-disaster relocation. Such findings were linked towards potential impacts on family dynamics, which then resulted in the study’s proposed roadmap.

The study is a novel attempt at coming up with a conceptual framework that may guide future scholars in determining the effects of family dynamics on a family’s overall disaster resilience amid post-disaster relocation. It is hoped that the use of such a framework will guide policymakers in crafting institutional reforms that take into account family cohesion in disaster relocation efforts.