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Article
Publication date: 1 July 1990

Roger Bennett

Some of the key points to emerge from a meeting of theInternational Management Centres′ action learning set advisers in 1989are summarised. Two main areas are addressed: the…

Abstract

Some of the key points to emerge from a meeting of the International Management Centres′ action learning set advisers in 1989 are summarised. Two main areas are addressed: the qualities of an effective set adviser, and what can help set advisers in their role.

Details

Journal of European Industrial Training, vol. 14 no. 7
Type: Research Article
ISSN: 0309-0590

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Article
Publication date: 1 May 1992

Roger Bennett

Identifies ten key issues in “people development” andshows how these are addressed by three real companies. Describes twolearner‐centred approaches to development.

Abstract

Identifies ten key issues in “people development” and shows how these are addressed by three real companies. Describes two learner‐centred approaches to development.

Details

Journal of European Industrial Training, vol. 16 no. 5
Type: Research Article
ISSN: 0309-0590

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Article
Publication date: 1 January 1983

Roger Bennett

Most trainers will be acquainted with some of Video Arts' training films. Having won major awards, and using the best actors, script writers and techniques, they have achieved…

Abstract

Most trainers will be acquainted with some of Video Arts' training films. Having won major awards, and using the best actors, script writers and techniques, they have achieved much of note in training in recent years. Video Arts are not ten years old (surely, you say, they must have been going much longer!) and we thought it would be helpful to trainers to bring together short descriptions of some of their major films.

Details

Journal of European Industrial Training, vol. 7 no. 1
Type: Research Article
ISSN: 0309-0590

Article
Publication date: 1 May 1987

Roger Bennett

Good and bad justifications for Assertion Training are examined, and it is emphasised that it is crucial trainees are selected by need, not status. AT must be treated as…

Abstract

Good and bad justifications for Assertion Training are examined, and it is emphasised that it is crucial trainees are selected by need, not status. AT must be treated as complementary to other training activities. The relationship of assertiveness and aggression is discussed. Effective AT concentrates on inner feelings. There are problems and possibilities in AT for women.

Details

Industrial and Commercial Training, vol. 19 no. 5
Type: Research Article
ISSN: 0019-7858

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Article
Publication date: 1 March 1988

Roger Bennett and Jim Oliver

Action Research is increasingly being used on many education and training programmes. As an approach that focuses research on live issues in order to take action, it fits well…

Abstract

Action Research is increasingly being used on many education and training programmes. As an approach that focuses research on live issues in order to take action, it fits well with action learning. Experience shows, however, that careful consideration needs to be given to selecting, designing and implementing projects. This Guidebook helps the would‐be action researcher to do this. It is part text and part workbook, covering the need for and use of action research, explaining the essential features and pitfalls, and indicating ways in which action research can be developed and put to work. The use of checklists, action plans and examples makes it an effective means of helping to produce a good action research project for those undertaking action oriented learning programmes. It results in a statement of the project, methods, opportunities, learning benefits and further developments. A list of further readings is provided for those who wish to go more deeply into the concepts and ideas underpinning action research, action learning and related matters.

Details

Leadership & Organization Development Journal, vol. 9 no. 3
Type: Research Article
ISSN: 0143-7739

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Article
Publication date: 1 March 2004

Roger Bennett and Sharmila Savani

Extensive research has been undertaken into the proposition that certain organisational arrangements and working methods (e.g. centralisation, functional specialisation…

6294

Abstract

Extensive research has been undertaken into the proposition that certain organisational arrangements and working methods (e.g. centralisation, functional specialisation, multi‐disciplinary teamworking and training, organisation‐wide reward systems) influence the levels of dysfunctional conflict in businesses. The present study assessed the relevance of these variables for explaining the existence of conflict between marketing and other departments within non‐profit organisations. Additionally the investigation examined the role of “psychological distance” (a construct borrowed from the international marketing literature) as a possible determinant of conflict. A total of 148 marketing managers of large UK charities completed a questionnaire exploring these matters. It emerged that several of the factors known to mitigate dysfunctional conflict in the commercial world exerted similar effects in many of the sample charities. Psychological distance was significantly associated with both the presence of dysfunctional conflict within a charity and the manners whereby conflict resulted in adverse organisational consequences.

Details

Leadership & Organization Development Journal, vol. 25 no. 2
Type: Research Article
ISSN: 0143-7739

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Article
Publication date: 18 January 2008

Roger Bennett, Wendy Mousley and Rehnuma Ali‐Choudhury

The purpose of this research is to examine the influences of certain factors that helped determine students' assessments of the usefulness of a higher education orientation unit…

1336

Abstract

Purpose

The purpose of this research is to examine the influences of certain factors that helped determine students' assessments of the usefulness of a higher education orientation unit (HEOU) in a large post‐1992 university.

Design/methodology/approach

All students in a university business studies department who had completed or were near to completing a compulsory one‐semester HEOU were asked to fill in a questionnaire that explored specific personal characteristics that a review of prior academic literature had identified as potentially relevant to the explanation of how well or badly students respond to a HEOU. The outcomes were then related to the participants' views on the overall value of the unit and whether their attendance had led to improved academic performance.

Findings

Students who claimed that they had obtained the greatest advantages from the HEOU tended to be “academic” individuals who were highly committed to being a student, intrinsically motivated to study, high in academic self‐concept, academically able, and prior to their entry to the institution had been well‐prepared for university life. This was not necessarily the profile of the students that the unit had been designed to assist.

Research limitations/implications

Data on key variables was (necessarily) self‐reported. The investigation took place in a single institution and in a particular subject area. Also the students who filled in the questionnaire were, ipso facto, “survivors” and as such may not have been typical of students who had dropped out.

Practical implications

The outcomes to the study imply that “one size fits all” approaches to the design of study skills units might not be appropriate. Rather, specially constructed units may be needed to cater for the academically ill‐prepared.

Originality/value

At the time the research was conducted this was the first major empirical study to have related students' perceptions of the usefulness of an HEOU to their backgrounds, traits, and other personal characteristics.

Details

International Journal of Educational Management, vol. 22 no. 1
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 6 September 2011

Roger Bennett and Sharmila Savani

The purposes of the study are: to determine the prevalence of complaints systems within human services charities (HSCs); to identify the determinants of the adoption of complaints…

1379

Abstract

Purpose

The purposes of the study are: to determine the prevalence of complaints systems within human services charities (HSCs); to identify the determinants of the adoption of complaints procedures; and to assess the outcome of strategic (rather than ad hoc) approaches to complaints management.

Design/methodology/approach

A review of the literature is used to propose a model of the antecedents and outcomes of the adoption of a formal complaints‐handling system. A questionnaire survey is then conducted among a sample of 251 HSCs in the UK with annual incomes in excess of £1 million. The data are utilised to assess the prevalence of formal complaints procedures, potential antecedents to the adoption of such a system, and whether the application of strategic approaches to complaint management leads to greater managerial satisfaction with the system.

Findings

The prevalence of formal complaints‐handling procedures in UK charities is increasing. Such systems are less common in smaller HSCs with little statutory funding and low levels of listening orientation. In contrast, strategic approaches to formal complaints systems tend to be high in charities characterised by: learning, listening and client orientation; sectors in which beneficiaries can easily switch to alternative service providers; and clients who depend heavily on the charity's assistance.

Research limitations/implications

Fewer than half of the charities in the research population returned the questionnaire. The data were self‐reported. Only one category of charities (HSCs) was considered. The study was undertaken in a single country.

Practical implications

Organizational antecedents of the adoption of strategic approaches to complaint management should be encouraged. Steps should be implemented to remove frequent causes of complaints against HSCs.

Originality/value

This is the first study to model and test potential antecedents of strategic approaches to the implementation of formal complaints‐handling procedures within the charity sector and to relate strategic approaches to satisfaction with complaints systems.

Details

Managing Service Quality: An International Journal, vol. 21 no. 5
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 December 2005

Roger Bennett

This empirical investigation aims to examine the approaches to “beneficiary marketing” adopted by a sample of charities in sectors such as homelessness, eating disorders, domestic…

11776

Abstract

Purpose

This empirical investigation aims to examine the approaches to “beneficiary marketing” adopted by a sample of charities in sectors such as homelessness, eating disorders, domestic violence, addiction, etc., and the possible antecedents and consequences of particular marketing styles.

Design/methodology/approach

A mail questionnaire was sent to the heads of 618 charities or their regional offices in the UK's 20 largest cities, resulting in 172 replies. It was hypothesised that a charity's competitive market situation influenced its level of market orientation and hence its adoption of relationship marketing vis‐à‐vis beneficiaries. The impacts on marketing behaviour of an organisation's “strategic intent” and the existence of innately competitive instincts among its senior managers were explored. Possible connections between, on the one hand, market orientation and relationship marketing in relation to beneficiaries and, on the other, the same tendencies in respect of a charity's financial supporters were examined.

Findings

The results suggested that certain competitive factors known to drive conduct in the commercial domain also affected the behaviour of many of the sample charities. Organisations in the sample that were market‐orientated in relation to fundraising were also market‐orientated when they marketed their services to beneficiaries. Equally, charities that practised relationship marketing vis‐à‐vis donors also applied relationship marketing to their beneficiary marketing activities.

Originality/value

The paper adds value to pre‐existing literature concerning the alleged existence of a significant link between market orientation and performance. Additionally the research discovered a powerful connection between relationship marketing and charity client satisfaction, implying the need for charity managers to develop effective beneficiary relationship‐marketing strategy.

Details

Journal of Services Marketing, vol. 19 no. 7
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 31 May 2011

Dionysis Skarmeas and Haseeb A. Shabbir

The current study aims to examine the extent to which donor religiosity and self‐construal encourage the development of donor‐perceived relationship quality and intention to give…

3876

Abstract

Purpose

The current study aims to examine the extent to which donor religiosity and self‐construal encourage the development of donor‐perceived relationship quality and intention to give in the future. Donor‐perceived relationship quality is conceptualised as a higher‐order construct composed of trust, commitment, and satisfaction.

Design/methodology/approach

The study employed a personally administered structured questionnaire to collect data. A total of 227 completed questionnaires was analysed. Confirmatory factor analysis was employed to assess the measurement properties of the study constructs. Structural equation modelling using a full estimation approach was performed to test the proposed research model.

Findings

The study results indicate that religiosity and self‐construal are important contributors of relationship quality, while religiosity and relationship quality have a direct impact on intention toward future giving.

Research limitations/implications

The study findings provide practitioners in the fundraising sector in the UK with useful insights on relationship fundraising. Relationship quality should be developed in the context of an integrated charity‐donor dyad, in order to enhance the likelihood of giving behaviour. Also, charities may find advantage in targeting religious and relationally interdependent self‐construal individuals. Replication of this research within other settings is needed to test the external validity of the present findings.

Originality/value

The main contribution of this study lies in that it investigates the impact of religiosity and self‐construal on perceived relationship quality in the charity‐donor context, which is largely unexplored in the extant literature.

Details

European Journal of Marketing, vol. 45 no. 5
Type: Research Article
ISSN: 0309-0566

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