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In the assessment of student nurses, there is limited research exploring why the contributions of people with lived experience (LE) have an impact on learning. The purpose of this paper is to compare the nature of feedback provided to students by people who have both worked in and used mental health services.

To explore the nature of qualitative student feedback generated from an assessment involving people who have experience of using and working in mental health services. Therefore, an inductive content analysis conducted on the formative written feedback provided to students following a simulated assessment.

The results demonstrate significant similarities in the feedback provided by those with LE of using and working within mental health services, suggesting a shared conceptualisation of professionalism.

The research indicates the potential socialisation of professionals and service users to not only the assessment process but also the professional expectations of mental health nurses. These findings resonate with Barker et al.’s (1999) description of the “pseudo ordinary me” and emphasise the principles and importance of person-centred care.

The paper highlights that assessment approaches which incorporate feedback from people with LE offer a vehicle to demonstrate and explore how attributes, subjectively associated with professionalism, can be recognised and developed by student mental health nurses.

The purpose of this paper is to explore the emplotment of organizational grand-narratives of a leading international organization, the Organisation for Economic Co-operation and Development (OECD). The paper includes the reconstruction of the OECD’s inclusion approach as a prototype grand-narrative. Moreover, the main goal of this paper is understanding the reciprocal relationship between the organizational narratives and other organizational domains.

To study the structural process of emploting grand-narratives, which combines reciprocal dependencies across organizational domains, I have used process tracing, content analysis and interviews methodologies, for each domain. These methodologies were monitored by quantitative and qualitative analyses of the interactions among these domains. These methods allowed me to explore the interdependencies in the discursive and non-discursive ordering of institutional memory as a means for identifying the development of organizational narratives.

The findings of this paper confirm the reciprocal dynamics among and within three core organizational domains, narratives, organizational-epistemological settings and organizational products. These domains evolve constantly and concurrently in a three-phased process where a former organizational constellation is challenged, a consolidation takes place, and a new narrative is institutionalized. The context I chose to demonstrate this dynamic is the OECD evolving interactions between innerorganizational units and the organizational products (i.e. its activation policy recommendations), of the OECD post-Cold War inclusive approach (1989–2002).

The importance and complexity of the OECD as a global trendsetting organization, and the findings of this single case study are significant for their implications on trends and processes found in other complex grand-narratives. The transferability of these results would require further analysis.

The originality of this paper is using a transnational dynamic organization such as the OECD as the organizational model for understanding how organizations undergo emplotment processes. Moreover, this article’s analytical framework provides a deeper understanding of the complex interplay between the constraining structures and micro-level interactions.

The purpose of this study is to examine the actions and interactions that take place before and after purchase between a service provider (service seller) and its customers (service buyers) in complex business relationships. Specifically, it is to examine customers’ expectations of the service provider’s service offer before purchase and the same customers’ perceptions of the service solution offered after purchase in a business-to-business (B2B) context.

This study adopted a mixed methods design, which combined data generated through in-depth interviews (both with service buyers and key informants from the service company), an online customer survey, analysis of textual documents and structured observations of buyer–seller interactions and actions. Both objective and subjective points of view at different stages of the investigation were collected.

The authors’ results show that, contrary to previous evidence in B2C service research, the customers’ perceptions of the service performance were not significantly related to their previous expectations. In this context, characterized by dynamic and constantly evolving processes and many parties (both from the buyer and the seller company) involved in the implementation process, service complexity may cause a lack of well-formed expectations regarding how the service will perform and its relevant performance attributes.

This study suggests that the service models traditionally used to describe and explain customer service expectations and perceptions in relatively simple service contexts with final consumers are difficult to apply in B2B complex business relationships. Rather, scholars need to take a holistic, continuously evolving and adapted perspective when examining the formation of customer service expectations and their perceptions in B2B complex services.

There should be a teleological balance between sales and purchase approaches in B2B contexts to optimize the outcome of complex business relationships between service providers and service receivers. The authors suggest several recommendations to service providers to ensure that their salespeople do not create unrealistic and unachievable expectations in the minds of the service receivers. Service providers are also encouraged to develop formal cross functional teams (e.g. consisting of salespeople, service technicians and service support) based on mutual understanding and information sharing.

This study provides an alternative time-oriented understanding of the way customer expectations before purchase and their perceptions after purchasing a complex software solution in industrial markets formed through the lens of teleological framework. As such, this is the first empirical inquiry with this specific framework in B2B contexts making a relevant contribution to literature.

WHY is it, may we enquire, that so few work study technicians write about work study?