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The purpose of this paper is to explore the relationship between consumers’ purchase motivations to show support for university programs and the influence of merchandise quality cues on their purchase decision, and examine how one's affiliation with a university (official or non-official) moderates this relationship.

This research utilized a mail survey of university bookstore customers from the USA and Canada. The university, located in the USA, has an international reputation for its academic programs, its athletic teams, and its religious affiliation.

Our findings demonstrate the significance of athletic programs over academic programs and religious values in motivating purchases of licensed university merchandise.

These findings have significant implications for several stakeholders in the business of retailing licensed merchandise. In particular, university licensors and their bookstore retailers may consider managing their inventory of licensed products to reflect the greater relative importance athletic teams have in the purchase decision process.

This paper adds to our understanding of customer motivations to purchase university licensed merchandise, and the conditions when merchandise quality is a key decision driver.

The Bureau of Economics in the Federal Trade Commission has a three-part role in the Agency and the strength of its functions changed over time depending on the preferences and ideology of the FTC’s leaders, developments in the field of economics, and the tenor of the times. The over-riding current role is to provide well considered, unbiased economic advice regarding antitrust and consumer protection law enforcement cases to the legal staff and the Commission. The second role, which long ago was primary, is to provide reports on investigations of various industries to the public and public officials. This role was more recently called research or “policy R&D”. A third role is to advocate for competition and markets both domestically and internationally. As a practical matter, the provision of economic advice to the FTC and to the legal staff has required that the economists wear “two hats,” helping the legal staff investigate cases and provide evidence to support law enforcement cases while also providing advice to the legal bureaus and to the Commission on which cases to pursue (thus providing “a second set of eyes” to evaluate cases). There is sometimes a tension in those functions because building a case is not the same as evaluating a case. Economists and the Bureau of Economics have provided such services to the FTC for over 100 years proving that a sub-organization can survive while playing roles that sometimes conflict. Such a life is not, however, always easy or fun.

Purpose: The purpose of this chapter is to elaborate on the major conceptual and practical considerations of the use of robots, artificial intelligence and service automation (RAISA) in travel, tourism, and hospitality companies (TTH).

Design/methodology/approach: The chapter develops a conceptual framework of the major issues related to the use of RAISA in the travel, tourism and hospitality context.

Findings: The findings indicate that while there is a creeping incursion of RAISA into TTH, there are major concerns that the TTH industry has to consider in regard to automating TTH services.

Practical implications: In a practical sense, the chapter identifies the decisions that TTH industry professionals need to take when dealing with RAISA technologies. Furthermore, the chapter elaborates on the impacts RAISA have on business operations, marketing management, human resources and financial management of TTH companies. The TTH industry has to adjust its practices and communicate with its workforce in ways as not to increase Luddite tendencies and resistance among employees.

Social implications: The analysis shows that there is an upcoming era in which automation of services will be so advanced that wealthy countries may not need to import labour to make up with its own aging workforce, suggesting that RAISA and its further development has the potential for disrupting society and international relations.

Originality/value: This chapter provides a comprehensive review of the issues related to the use of RAISA in the TTH industry, including the drivers of RAISA adoption in tourism, advantages and disadvantages of RAISA technologies compared to human employees, decisions that managers need to take, and the impacts of RAISA on business processes. It shows how macroenvironmental pressures shape the microeconomic decisions to use RAISA in a TTH context.

The purpose of this paper is to establish a supported and validated reference point for understanding how Nicodemus, Kansas warrants significant inclusion in both the history of management and current entrepreneurship education.

This paper consists of a literature review to identify the salient historical and theoretical importance of the community of Nicodemus, Kansas. The research was conducted by reviewing and couching the research in this context.

Nicodemus, born out of an entrepreneurial spirit of newly liberated Black Americans, is the surviving entrepreneurial force for the African-American efforts in the western US expansion efforts in the later 1800s. The community, courage and cooperative views of the settlers were instrumental in overcoming a variety of hardships inherent in the location, society and time period to not only survive but also deliver growth and success. Nicodemus personified cultural pride and self-reliance, which fueled personal and commercial success.

The cooperative advantage is justified to be included in discussions of American management history, taught in the entrepreneurship curriculum and used by practitioners.

Collective courage and cooperative advantage used by Nicodemus carries implications for how modern Black communities can advance their economic and social agendas.

Coverage of Black contributions management and entrepreneurship is scant, but a Black Enlightenment period has recently changed that scholars have recently begun to cover these significant moments in the literature (Prieto and Phipps, 2019). We argue that Nicodemus as an entrepreneurial community serves as a case study that needs contextualization in this Black Enlightenment era and holds pertinent implications for modern Black communities.

In this article, I have traced the literature of marketing libraries and information services from 1970 to the present. This period immediately follows Kotler and Levy's introductory article in the Journal of Marketing (January 1969) which first suggested the idea of marketing nonprofit organizations. The use of the marketing concept for libraries and information services was an idea which did not appear until after that date. However, many articles on specific aspects of marketing, such as publicity and public relations, were published prior to 1970. These areas have been touched upon only briefly to show their connection with marketing.

The iconic vigilante Paul Kersey (Charles Bronson) returned to cinema screens via Death Wish 2 (Michael Winner) in 1982 and vigilantism would remain a key theme in American urban action films throughout the 1980s. Susan Jeffords subsequently argued that Hollywood's ‘hard bodied’ male action heroes of the period were reflective of the social and political thematics that distinguished Ronald Reagan's tenure as America's President (1994, p. 22). But while Jeffords' arguments are convincing, they overlook contemporaneous films featuring female and ‘soft’ bodied urban action heroes.

The Angel trilogy (Angel, 1984; Avenging Angel, 1985; and Angel III: The Final Chapter, 1988) features three such understudied examples. Indeed, the films' diverse and atypical range of action heroes demand that they are interrogated in terms of their protagonists' gender, sexual orientation, lifestyle choices and age. Featuring narratives about the prostitutes and street folk who frequent Los Angeles' Hollywood Boulevard, the films' key characters are a teenage prostitute and her guardians: a transvestite prostitute, a lesbian hotelier and an elderly cowboy. All three films feature narratives that revolve around acts of vengeance and vigilantism.

This chapter will critically discuss the striking ways in which the films' ‘soft’ bodied and atypical protagonists are presented as convincing action heroes who subvert contemporaneous ‘hard’ bodied norms. It will also consider to what extent their subversive rewriting of typical urban action film narratives and character relations might be understood to critique and deconstruct the themes and concerns that usually characterized such films during the Reagan era.

To provide an empirical analysis of what influences police use of field citations (tickets) against citizens in nontraffic and traffic encounters.

The research was conducted using systematic social observations of police‐citizen encounters in Cincinnati, Ohio, from April 1997 to 1998. Multiple logistic regression models were used to examine the effects of legal and extralegal factors on the dependant variable (receipt of a citation) versus an officer doing nothing or arresting a citizen in nontraffic and traffic encounters.

Officers appear to be more likely to issue citations, as opposed to doing nothing formal or making an arrest, in traffic encounters. The extant literature's focus on citation issuance being more relevant to police behavior in traffic encounters as opposed to other routine encounters may be appropriate. When the decision rests between issuing a citation or making a full‐custody arrest in traffic encounters, white officers are more likely to arrest than their black counterparts, and black suspects were significantly more likely than Caucasians to be arrested than cited. Race of the officer or the suspect exhibited no significant effect in any of the other models estimated.

The study utilized data collected on police‐citizen interactions from one police agency in one jurisdiction, and the data do not come from a study designed primarily to examine citation outcomes or traffic encounters.

This study would be useful to researchers examining police use of citations, officer behavior in traffic and nontraffic encounters, quantifying law in police‐citizen encounters, and race‐based policing.

This study provides a comprehensive review of the literature, and an empirical analysis, regarding officer decision making as it pertains to the issuing of tickets relative to other police actions (i.e. arrest) in traffic and nontraffic situations.

The purpose of this paper is to assess developments in the service literature over the last six years and to lay out some challenges and opportunities for the operations management academic community.

The paper is based on issues raised in a previous paper and contains the results of a literature review and a content analysis of around 250 papers from three journals.

The paper suggests that there is a window of opportunity for operations academics to engage in the service arena and apply their knowledge and skills to answer fundamental questions in the areas of quality, productivity and efficiency, and to apply their expertise in business services and the not‐for‐profit and voluntary sectors.

This polemic reflects the biased opinions of the author.

Assesses developments in the service literature.

The purpose of this study is to explore how service employee choice and use of language to initiate and maintain conversation with second generation immigrant customers (SGIC) influence customer evaluation of the service encounter, and whether such employee acts may lead customers to employee switching, branch switching (i.e. switching from one to another location within the same brand) and/or brand switching (switching to another brand altogether).

A scenario-based between-subjects experiment of 4 (employee: match, adapt, bilingual, no adapt) × 2 (fast food, post office) × 2 (English, Spanish) was used to examine the SGIC response to service encounters in different contexts arising from employee choice and use of language. These scenarios were complemented with a series of measurement scales. The instruments, which were identical except in scenario sections, were administered on 788 second-generation Mexican American customers, resulting in 271 (fast food) and 265 (post office) effective responses.

In both service contexts, when employees initiated conversation that matched (English or Spanish) the customer expectations, the SGIC perceptions of interaction quality was higher as compared to other scenarios, leading to subsequent satisfaction and lower switching intentions (employee and branch). Similarly, interaction quality was higher for adapt scenarios as compared to bilingual or no adapt scenarios. Bilingual customers perceived higher interaction quality in bilingual/no-adapt scenarios when compared to monolingual customers. In both contexts, service quality and satisfaction were associated with employee switching and branch switching, but not with brand switching.

By utilizing interaction adaptation theory to conceptualize the effects of employee choice and use of language, the study grounds the model and the hypotheses in theoretical bases and provides empirical corroboration of the theory. The study also contributes toward understanding the service encounters from the perspective of an overlooked group of vulnerable customers: second-generation immigrants.

Service research cautions service providers that a key factor in attracting and retaining customers is having detailed communication guidelines and empowering employees to follow those guidelines. The findings go a step further and underscore the critical role of communication from a managerial standpoint. It is in the interest of service organizations to develop guidelines that will govern employee choice and use of language during service encounters. So doing is commercially justified because unguided employee choice and use of language can result in customer switching and attrition.

The juxtaposition between assigned versus asserted identities is an important one not only in social sciences but also within service research. As service encounters grow increasingly multicultural, the need to educate employees on multiculturally appropriate communication etiquette rises in importance. The findings should encourage service firms and local governments to develop formal communication guidelines that begin with multiculturalism as a central tenet permeating all aspects of employee–employee, employee–customer and customer–customer communications. Service providers ought to take precautionary measures to ensure customers will be empowered to assert their identities in their own terms, if they wish so.

The study demonstrates how employee choice and use of language during service encounters may thwart SGIC, who might view such employee behaviors as acts of identity assignment and, consequently, feel stigmatized, marginalized and offended; and links such customer experiences to switching behavior through mediatory mechanisms.