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The purpose of this study is to understand the scope and nature of information sharing as a form of workplace learning among gig workers.

Data were collected from public social media communities of gig workers in Thailand. In total, 338 posts and 3,022 comments on the posts were analyzed (data corpus N = 3,360). Thailand was selected for the context of this study given its high level of social media penetration, a high percentage of digital service consumption of internet users and the prevalence of app-based gig workers. This study used thematic analysis using inductive and semantic coding to generate themes.

Findings showed two overarching themes of information sharing, which included on-the-job experience and inquiries. One surprising finding was the extent to which gig workers used social media to help others even when it potentially undermined their success.

This study adds evidence to the role of information sharing in workplace learning and illustrates how gig workers who do not have access to traditional training and learning opportunities use social media communities to fill this need.

Given the surge of digitalization and internet infrastructure leading to the rise of gig work worldwide, this study provides a closer look at how gig workers are using social media communities to facilitate workplace learning and support one another amid otherwise difficult and insecure working conditions. It also discusses the role that culture plays in facilitating a cooperative rather than a competitive environment among drivers.

Uses the Business Development Consultancy as a case study to demonstrate how a training and development function responded to the working for patient reforms in the NHS. Offers an example of how change can be managed effectively when moving from a bureaucratic to enterprise culture. Emphasizes dealing with the human side (including the casualties of the change) and obtaining ownership of the change and focuses on how the mind set needs to shift. Highlights that change is more than implementation of a new organizational structure or set of rules. Reinforces that change is continuous and requires continual monitoring and review. Ends by stating that change from bureaucracy to enterprise may be difficult but can be achieved successfully.

This case studies the growth of OYO Hotels (OYO) to illustrate the operational processes necessary to succeed in the service sector. The case allows for a discussion of employee- and customer-management systems, tech-driven solutions, and profit drivers. The material unfolds OYO's growth and its solution for making economy hotels discoverable and bookable online.

The case raises a series of questions around OYO's business model, its ability to translate across global markets, and growth potential. It has been successfully taught in a second-year MBA class on the management of service operations.

Missing in most of the research on selling has been an examination of the process from the point of view of the customer. When satisfaction in selling has been considered, researchers have focused on the satisfaction of the salesperson with his job and/or the impact of this job satisfaction on performance (e.g. Bluen, Barling & Burns, 1990; Churchill, Ford & Walker, 1979; Pruden & Peterson, 1971). To concentrate on salesperson performance while neglecting customers is to ignore the most important half of the relationship between buyers and sellers and entirely disregards the marketing concept and the streams of research in customer satisfaction. This research takes a different approach and examines customers’ satisfaction with salespeople.

Emotions are part of everyday life and how we feel influences our behavior as a parent, child, partner, friend, employee, employer, consumer, and service provider. While there is extensive knowledge of decision-making in consumer behavior, little is known about consumer emotional responses (Bagozzi, Gopinath & Nyer, 1999) and the impact this has on organizations. Complaints that are not handled effectively can result in substantial damage to a company, both materially and to its reputation and relationships, in particular third party complaints which have a significant impact on organizations. This chapter provides a taxonomy of emotions expressed in complaint behavior to third parties based on analyses of transcripts of four focus groups' discussion of service failures and the events and feelings leading to complaint behavior to a third party. Our research demonstrates that consumers will pursue a service encounter gone wrong for days or months, feeling intense emotions that create severe physical consequences, even when the money at stake is trivial. We propose that the emotional motivations for complaints may be more powerful in driving behavior than previously recognized and that organizations need to address emotional concerns in a more-informed manner to achieve more effective complaint handling.

The BDC has implemented several team briefing schemes into various NHS organisations over the last seven years. Evaluation over the last three years has highlighted several problems with the team briefing system. The article explores these and suggests ways of overcoming the problems with clear, definable actions. It highlights that the basic team briefing model is sound but that organisations need to consider their commitment and whether the culture is compatible or not with some reinforcement of certain processes which includes training team briefers and having effective feedback as part of the process. The article concludes that team briefing is a useful tool, which can help organisations communicate effectively with their employees.

The introduction of cellular manufacture in two factories is examined. In the first factory, the economic difficulties driving the changes were anticipated rather than being felt. Its most pressing problem was how to divide its products into the “families” necessary for cellular production. It was decided that this division should to some extent determine what products should be produced rather than vice versa. For the second factory, where economic difficulties were already present, the stage had been reached at which it had to be decided who was to work in the cells. Though the decisions had been made, they had not been communicated to the workforce for fear of disrupting current production. In both cases it can be seen that in order to gain the benefits of cellular manufacture, fundamental changes have to be made not only in the production process but also in the management of human resources.

The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery literature. The suggested conceptual framework intends to broaden the thinking on consumers' complaint handling processes for hospitality institutions.

A model is proposed that integrates the service recovery and CCB literatures under a single framework. A careful literature review is performed to justify the conceptual framework.

The framework offers a starting point for broadening the thinking on consumers' complaint handling processes.

Systematic empirical research is needed to test the integrative model.

This paper offers insight for hospitality managers into how to effectively deal with dissatisfied customer experiences.