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To determine the effectiveness of the Instructional Technologies and Learning Spaces Special Interest Group (SIG), a study was planned for the 2016–2017 academic year. An anonymous attitudinal survey was designed to help researchers determine the following: if the SIG webinars were useful to their teaching practice; if the participants had positive experiences in the webinars; what participants gained through webinar participation; if the webinar format was easy to use; if the participants intended to continue participating in future SIG offerings; and what gaps in SIG programming might exist. The paper aims to discuss these issues.

This mixed method study examines the attitudes of faculty who participated in events hosted by a SIG that was used to support faculty development for the fourth largest system of two-year colleges and four-year universities in the USA.

Results of the study indicate that the methods used by the SIG were well-received by faculty across the state and that the programming was found to be valuable and helpful in informing their pedagogical practice, particularly in online environments.

Given the subjective nature of this study (i.e. mixed methods), some caution should be taken when interpreting the results.

This paper provides insight into a potential method of providing high-quality professional development to faculty at multiple institutions or across large geographic distances, including adjuncts and teaching assistants.

The purpose of this paper is to determine the validity and inter-/intra-laboratory repeatability of the first part of a novel, three-phase experimental procedure using a sweating Torso device.

Results from a method comparison study (comparison with the industry-standard sweating guarded hotplate method) and an inter-laboratory comparison study are presented.

A high correlation was observed for thermal resistance in the method comparison study (r=0.97, p<0.01) as well as in the inter-laboratory comparison study (r=0.99, p<0.01).

The authors conclude that the first phase of the standardised procedure for the sweating Torso provides reliable data for the determination of the dry thermal resistance of single and multi-layer textiles, and is therefore suitable as standard method to be used by different laboratories with this type of device. Further work is required to validate the applicability of the method for textiles with high thermal resistance.

This study provides the first “round-robin” data for measuring thermal resistance using a Torso device. In future publications the authors will provide similar data examining the repeatability of measurements that quantify combined heat and mass transfer.

The manufacturer who produces superior products is continually being confronted with the problem of how he can carry conviction to potential purchasers as to the superior quality of his products—a problem which is becoming increasingly difficult. In the present day something stronger than personal asseverations by a firm is required, in order to carry conviction, and independent scientific corroboration as to the quality of a product affords the only solution. The System of Independent Analytical Control and Approval was instituted in this country nearly forty years ago by the British Analytical Control, and the Gold Seal of Approval issued by the British Analytical Control is intended to afford authentic independent evidence in regard to the quality of a product, since it indicates that any product to which it has been affixed is Approved and periodically examined by an independent Scientific Staff consisting of well‐known Public Analysts. The System enables manufacturers and vendors of pure and high‐class products to submit those products to scientific examination, permanently applied, and carried out by an independent Consulting Scientific Staff of the highest standing. The approved products are thus placed before the public with authentic testimony as to their quality. A firm desiring to place an article with the British Analytical Control, Ltd., submits three samples of the article for scientific examination. The samples must be submitted in the unopened original packages, which must be properly labelled and securely sealed. If the results of the scientific examinations show that the composition and characters of the article are such as to justify the conclusion that it is pure, genuine and good in the strictest sense of those terms, the article is approved. A Certificate of Approval is issued upon those products or articles which are approved by the British Analytical Control, and the manufacturers or proprietors of such articles are entitled to use the Gold Seal, Official Label and Certificate of the British Analytical Control in connection with the products so approved. The officers of the British Analytical Control, Ltd., at irregular intervals procure samples of the articles upon which a certificate of approval has been issued, for scientific examination and for the purpose of comparison with the original samples.

Aims to explore the nature of authenticity as defined and constructed by visitors to sites of heritage. The concept of authenticity is explored through the literature relating to the commodification of the past and also in the context of postmodern theories regarding the blurring of the boundaries between high and mass culture. The paper draws on findings from a study of consumer behaviour at three distinct attractions and offers an explanation of authentic experiences in the light of three identified types; the “existential”, the “aesthetic” and the “social” visitor. These findings are then discussed in relation to theoretical and managerial implications.

The purpose of this paper is to show the potential of cultural projects which could become a source of inspiration in terms of refreshing and adjusting traditional project management to modern times and making it more flexible. However, as research indicates, this potential is limited by cultural policies forcing artists and cultural managers to implement project-related techniques which have been already identified as inefficient and faulty in the progressive discourses on project management, mainly in the for-profit area.

The analysis is based on three case studies of Polish and Polish-German theatrical co-productions. The research was conducted in Poland and Germany in 2012-2014. It involved 21 individual in-depth interviews with artists, managers and administrative staff working on projects as well as an analysis of project documentation.

It has been found that project management could draw a lot of inspiration from cultural projects in terms of, e.g. the processual nature of activities, motivating project teams and inclusive leadership. Based on the research, the authors also argue that it is worth considering spectators/other stakeholders as part of project teams, which will help build a non-oppressive social mechanism of control.

Advantages of replacing the just-in-time approach to project management with the work-in-progress approach; increased motivation and commitment of project teams to their work; building a unique team spirit; inclusive leadership based on passion.

The purpose of this paper is to explore the nature of customer deference to service providers in service encounters, and articulate its chief antecedents, experiences and consequences.

Data were collected in Thailand, using critical incident technique. A total of 253 subjects share their experiences of being “deferential” (i.e. “kreng-jai” in Thailand) during everyday service encounters.

The findings indicate that in cultures in which the cultural norm (i.e. kreng-jai) is to be considerate of others, customers often become deferential of the service provider during service encounters, especially when customers perceive that the service provider’s well-being is compromised. However, customer deference involves aversive feelings which lead customers to devise coping strategies and avoid future contact with a company.

Using a specific cultural norm, the findings challenge prior finding that people from collectivist culture are more likely to tolerate and be satisfied with service encounters, and document the role of previously unexamined customer-related factors in driving satisfaction in ordinary service encounters.

The findings recommend service providers to preempt customers’ deference by establishing and communicating the role and acceptable behaviors, managing physical distance with customers, and monitoring customer non-verbal behavior and facial expressions to detect the customers’ true feelings.

No prior research has comprehensively examined the phenomenon whereby consumers seek to benefit service providers at the expense of their own well-being. This study demonstrates that customer deference degrades customer satisfaction even in ordinary service encounters.

This paper seeks to highlight a poorly‐understood dimension of digital exclusion that is not related to access to information and communication technologies (ICTs), but rather to the reduction in flexibility for providing and administering public services following the implementation of an integrated e‐government system.

A case study of a project focused on reducing barriers to the delivery of driver licensing services to a remote indigenous community in Australia was undertaken and the data were analysed using Kling et al.'s socio‐technical interaction network (STIN) modelling approach.

The paper makes four recommendations to improve the licensing situation for the community that are induced from the findings. In particular the paper draws attention to the need to carefully analyse possible negative impacts of any e‐government initiative for those at the margins of society.

The paper aims to analyse the current situation as the foundation for recommending future actions. These can form the basis for subsequent interventions in the licensing situation.

This research provides an outsiders' overview of the licensing situation and recommendations for change that take account of a diversity of viewpoints and interests.

The paper contributes to our understanding of the relationship between ICTs and social exclusion in three ways. It provides a rich narrative describing the secondary impacts of integrated e‐government systems, a theoretically grounded analysis of the situation and some recommendations for addressing some of the implications at both the community level as well as calling for more careful evaluation of possible negative consequences about shifting service provision to integrated systems.

The aim of this study is to examine the role of relational benefits and brand experience measurements on willingness to pay more (WPM), effects of word of mouth (WOM) and repurchase intention (RI) in fast-food restaurants (FFR).

Employing an online questionnaire survey with a sample size of 503 respondents, the quantitative methodology included multiple regression and factor analysis to facilitate the analyses of data.

Relational benefits and their dimensions (confidence, special treatment and social benefits) found to positively impact WPM, WOM and RI. With reference to brand experiences, the current study found that behavioural and intellectual experiences have significant and positive effects on WPM, WOM and RI. Surprisingly, no positive significance was identified between sensory experiences and WPM, WOM and RI.

The findings show that relational benefits and brand experience dimensions play an essential role in improving brand loyalty.

The current study subscribes to the concept of relationship marketing theory, suggesting that loyalty to FFRs can be enhanced by offering customers relational benefits and augmenting their brand experiences.