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This paper aims to test penis panic theory, which predicts that trans women will face more discrimination than trans men in some but not all situations.

Respondents were 262 American college students who were all enrolled in the same undergraduate course. They were presented with a case about coworker resistance to transgender employees' use of the workplace restrooms of their choice. Four versions of a case were randomly distributed as follows: trans woman, restroom with one toilet; trans woman, restroom with three toilets; trans man, restroom with one toilet and trans man, restroom with three toilets.

The authors observed greater discrimination against trans women compared to trans men when there was one toilet but not when there were three toilets. This supports penis panic theory.

The chief limitation was the use of American college students as respondents. The results may not generalize to practicing managers especially in other countries. Future researchers should develop a scale to measure situational discrimination against trans women. This study should be replicated in other contexts to deepen the understanding of discrimination against trans men and trans women with disabilities, as well as discrimination against nonbinary individuals who identify as neither trans men nor trans women.

Employers need to search for situations in which trans women face greater discrimination than trans men, because they can be resolved in ways that protect the rights of transgender employees no matter how transphobic their coworkers may be. Also, employers need a nuanced approach to combat discrimination that recognizes the unique perspectives of trans men, trans women and other members of the transgender community.

This is the first quantitative study of penis panic theory, and it illuminates the understanding of discrimination against transgender individuals.

Sourcing decisions are important considerations in organizations’ strategic and policy resolutions. Given sometimes conflicting factors such as cost and financial implications, individual perceptions and motivation, health and safety of facility users, and organizational objectives, finding a balance and basis for making such decisions, presently and in future, is crucial. This paper aims to investigate the quality of services delivered by an insourced cleaning service team in a higher learning institution. The objective of the study is to establish the condition of the facilities (restrooms) in the institution, and thus the quality of services delivered by the insourced team.

The study adopted a descriptive approach including observation and scoring to obtain and analyse information about the state of five restrooms on two campuses of the institution.

Findings revealed that the condition of the restrooms inspected over a period of five weeks was good, except for a week where there was low water supply on the sampled campuses. Further findings revealed that restrooms provided in the library were paid more attention to.

The findings from the study are envisaged to assist facilities management stakeholders and organizations’ management in making decisions on sourcing services and supporting core business functions.

Better decision-making can be made to improve the quality of services provided by sourcing teams, which will contribute to supporting core strategies and increasing value-add and image of organizations.

The purpose of this paper is to enhance the understanding of employers’ responses to the restroom requests of transgender employees, and to assess the ability as educators to reduce transphobia in the students.

Subjects were 194 undergraduate business students at a medium-sized public university in the northeastern USA who were enrolled in an undergraduate course in organizational behavior. During class, they read a brief case which asked the students to play the role of a CEO in Little Rock, Arkansas, receiving a complaint from a female employee about using the same restroom as a coworker who is transitioning from male to female.

The most inclusive response was also the rarest, with only 27 percent of students recommending unisex bathrooms. Hostile actions, forcing the transitioning employee to use the men's restroom, were recommended by 38 percent of those who correctly realized that an employee would be unprotected by sexual orientation discrimination law in this case and by 30 percent of those who thought that she could sue for that type of discrimination in that jurisdiction.

It would be interesting to replicate this with non-student samples such as human resource managers and executives. The use of a US sample and of a text-based case can also be viewed as weaknesses. Because gender identity is embodied, self-constructed, and socially constructed, no single research study can capture the totality of work life for transgender employees.

Transphobia is so powerful that a substantial percentage of the students recommended courses of action that they believed to be illegal even though the study was designed to discourage a hostile response. Employers that are concerned about transgender rights will need to do a lot more than just grafting the word “transgender” onto their extant set of policies.

Since today's business students are tomorrow's business leaders, the authors could eventually make the business world more tolerant if the authors could identify a message that resonates with the students and causes them to re-evaluate their homophobia and transphobia.

Empirical studies of transgender issues have been dominated by the qualitative approach, so there is a need for more quantitative research on this topic. The hostile responses usually indicated greater acceptance of transgender employees who have completed gender reassignment surgery. This seems difficult to reconcile with a conception of transphobia as a generalized distaste towards all those who transgress gender norms.

Appropriate hand hygiene technique is a simple and effective method to reduce cross contamination and transmission of foodborne pathogens. The purpose of this paper is to investigate the frequency of hand hygiene activities among food handlers and consumers in fast food restaurants (FFRs).

A total of 25 FFRs and cafes were visited between May and August 2017 in North West England. A hand hygiene observational tool was adapted and modified from previous studies. The observational tool was designed to record 30 sequential hand activities of consumers and employees. Each transaction consisted of an observed action (e.g. touch with bare hands), object (e.g. exposed ready-to-eat (RTE) foods) and observed hand hygiene practice (e.g. handwashing or cleaning with wipes or sanitisers). Adenosine triphosphate (ATP) swabs of hand-contact surfaces of restaurants’ restrooms were carried out.

Findings revealed that both food handlers and consumers have low-hand hygiene compliance rate in FFRs. Consumers were more likely to clean their hands with napkins after handling exposed RTE food. Food handlers were observed to change into new gloves without washing their hands before handling exposed RTE food. The mean results for all hand-contact surfaces in restrooms were higher than 30 Relative Light Units indicating unhygienic surfaces. Male restroom exit doors’ ATP levels were significantly higher than females.

This study revealed the lack of hand hygiene practices among food handlers and consumers at FFRs and cafes. Restroom hand-contact surfaces revealed high ATP level indicating unhygienic surfaces. This can potentially re-contaminate washed hands upon touching unhygienic surface (e.g. exit door panel/handle) when leaving the restroom.

This study aims to test bigenderism, a universalistic theory that purports to explain why trans men employees enjoy greater organizational acceptance and superior economic outcomes compared to trans women employees.

Respondents were presented with one of two case studies in which they had to choose whether or not to respect the right of a trans employee to use the restroom of their choice at work. The only difference between the two case studies was the gender of the trans employee. In one case, the employee was a trans man and in the other case, the employee was a trans woman.

The gender of the trans employee had no impact on the choices of the respondents.

The chief research implication is that heightened discrimination against trans men may better be explained by situational theories of transphobia rather than the universalistic theory that was tested in this paper. The primary research limitation was the use of American undergraduate business students as respondents.

Organizations need to be especially vigilant in protecting the restroom rights of their transgender employees, which may entail eliminating gender-segregated restrooms.

This paper is original in that it uses an experimental design to test the theory of bigenderism. It adds value by encouraging experimental research that examines situational theories of transphobia.

This study aims to empirically assess restaurant surfaces’ cleanliness and compare them to customers’ perceptions about the cleanliness of surfaces when dining in a restaurant.

This study used two methods to collect data. The first was a survey method to gauge customers’ perceptions and an empirical test to measure cleanliness using an adenosine triphosphate (ATP) meter. Two data sets were collected to compare customers’ perceptions and actual cleanliness measurements. One data set surveyed respondents as to their perceptions of high- and low-touch restaurant surfaces among 19 areas of the dining room and 15 surfaces from the restroom, and their perceived cleanliness or dirtiness of those same surfaces. The second one conducted empirical measurements of the cleanliness of these surfaces using an ATP meter, which were then compared to customers’ perceptions.

Although all surfaces had higher ATP readings than a 30 relative light units’ threshold, there were significant differences in ATP readings among surfaces. Results showed a fair amount of consistency between the consumers’ perceptions of cleanliness and the actual results of ATP readings for the cleanest areas, but very little consistency in customers’ perceptions and experimental measurements for the dirtiest areas.

This study empirically demonstrated the need for improved cleaning techniques and the importance of proper training for foodservice employees. Especially during the COVID-19 pandemic, results of this study suggest an additional responsibility on managers and staff to ensure clean environments and the imperative to address the concerns of their customers.

Based on an extensive literature review, to the best of the authors’ knowledge, no prior studies have compared consumers’ cleanliness perceptions with empirical measurements of cleanliness in restaurant settings using an ATP meter. The results of this study provide restaurant managers a better understanding of customers’ perceptions of cleanliness. It also provides restaurant managers and staff information to develop more effective cleaning procedures. In the context of the COVID-19 pandemic, perceptions of cleanliness and measures of actual cleanliness are more important than they have been in the past.

Two of the many requirements for being a Servant Leader are compassion and understanding. In this chapter, the author examines the individual, group, and organizational lessons learned after a verbal confrontation between two executives in the lady’s restroom. The author examines what can happen when Servant Leadership fails and how, when people move up the stages of conflict, they get further away from the foundational elements of being a Servant Leader.

The purpose of this paper is two‐fold: to enhance the tangible quality construct by considering cleanliness as a customer service quality dimension; and to assess customers' opinions on cleanliness by gender and education.

The population under study is the general adult population of a Southwestern US city. The subjects voluntarily participate through a link to an anonymous online survey provided on a university's daily electronic news medium. Reliability and factor analyses are used to determine if the 32 criteria will in fact become an effective analysis measurement scale for cleanliness and multivariate analysis is used for the segmentation.

The results indicate that customers have made decisions to select, stay or return to an establishment based upon cleanliness. The results are meaningful because they suggest a scale that is reliable and valid and can be used to measure customer perceptions of cleanliness in a service organization. The results also confirm that education and gender are significant factors in assessing perceptions of cleanliness.

The sampling method is a limitation to this study, as the sample represents a limited cross‐section of the US population.

The results of this paper provide service establishments that consider loyalty and repeat business key to their financial success, indicators that cleanliness is a critical component of the overall physical environment and influence customers' assessment of the service experience.

This paper examines the dimension of cleanliness in detail through the creation of a measurement scale and considers customers' perceptions and willingness to return.

The purpose of this paper is to investigate female National Football League (NFL) spectators’ preferences and feedback in regard to various customer service components of the NFL game day experience. The primary components with respect to female spectators’ choices, preferences, and feedback are as follows: apparel and other merchandise; food and beverage; restrooms and facility cleanliness; tailgating and parking; participants’ decision to attend an NFL game; and participants’ perceptions of the NFL. A core objective was to learn more about the female decision-making process and overall experience at NFL games.

All data were collected during the 2012-2013 NFL regular season. Four different data collections were conducted at two NFL stadiums to investigate the game day experiences of women at NFL games. Previous research was used as a basis for creating survey questions about the female game day experience. In this study, an open-ended questionnaire contained both quantitative and qualitative questions, both forms of data were collected and analyzed, and researchers made both quantitative and qualitative interpretations based on the data.

Findings and results indicated women are diverse customers. Sport organizations need to focus on the minor details that reflect how individuals experience a brand and product, as these sport organizations have the opportunity to enhance the female customer experience and retain existing female customers if the organizations systemically listen to and communicate with the female customer at NFL games. The NFL and individual NFL teams should include female spectators in the brand strategy process. Female customers of the NFL can be powerful brand loyalists and outstanding brand ambassadors.

This research study provides an investigation of the preferences and perceptions of women spectators at NFL games. One contribution of the current study is that researchers have accepted the challenge by some researchers calling for more complexity with researching gender and attempting to shift some of the ways in which women are viewed as fans and spectators. However, what is key with the approach in the current study is that researchers allowed the women to be heard with respect to their game day experiences, perceptions, and thoughts about their identity as a spectator.

This paper aims to present results from a research that analyzed consumer perceptions of service quality in restaurants in four European cities – Belgrade (Serbia), Manchester (UK), Thessaloniki (Greece) and Porto (Portugal).

A total of 802 respondents have been interviewed using a structured questionnaire. The service quality statements covered food quality, building exterior, restaurant interior and layout, seating comfort, restrooms and servicing.

Within all analyzed categories (city, gender and age), servicing of food and taste of food were the most influential factors. However, this study confirmed that there are different patterns in analyzed cities. For each factor analyzed, in at least two cities, results for the items were significantly different. Consumers from different cities showed different perceptions regarding service quality in restaurants. Gender of consumers plays a significant role in the perception of interior, restroom and servicing factors in restaurants. Age of respondents was the category with no significant difference with respect to food quality, layout, restrooms and servicing.

Given the great cultural and other differences within the four cities/countries, more research is necessary to determine if similar results would be derived from different samples across various other continental and Mediterranean European cities.

In addition to increasing the theoretical understanding of the cultural aspects of the service quality, this paper can be of managerial relevance.