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This study involved a nation‐wide sample of industrial customers of heavy equipment manufacturers. The results suggest that brand equity and trust are consistently the…
This study involved a nation‐wide sample of industrial customers of heavy equipment manufacturers. The results suggest that brand equity and trust are consistently the most important antecedents to both behavioral and attitudinal forms of customer loyalty. There is also evidence that the models underlying the formation of behavioral versus attitudinal forms of customer loyalty may vary across research settings. The results suggest that industrial equipment marketers may consider moving beyond a focus on satisfaction in relationship marketing strategies toward integrated strategies that foster brand equity and trust in their customer base as well.
How do transnational social movements organize? Specifically, this paper asks how an organized community can lead a nationalist movement from outside the nation. Applying…
How do transnational social movements organize? Specifically, this paper asks how an organized community can lead a nationalist movement from outside the nation. Applying the analytic perspective of Strategic Action Fields, this study identifies multiple attributes of transnational organizing through which expatriate communities may go beyond extra-national supporting roles to actually create and direct a national campaign. Reexamining the rise and fall of the Fenian Brotherhood in the mid-nineteenth century, which attempted to organize a transnational revolutionary movement for Ireland’s independence from Great Britain, reveals the strengths and limitations of nationalist organizing through the construction of a Transnational Strategic Action Field (TSAF). Deterritorialized organizing allows challenger organizations to propagate an activist agenda and to dominate the nationalist discourse among co-nationals while raising new challenges concerning coordination, control, and relative position among multiple centers of action across national borders. Within the challenger field, “incumbent challengers” vie for dominance in agenda setting with other “challenger” challengers.
The purpose of this paper is to provide a brief overview of the literature to date which has focused on co-production within mental healthcare in the UK, including service…
The purpose of this paper is to provide a brief overview of the literature to date which has focused on co-production within mental healthcare in the UK, including service user and carer involvement and collaboration.
The paper presents key outcomes from studies which have explicitly attempted to introduce co-produced care in addition to specific tools designed to encourage co-production within mental health services. The paper debates the cultural and ideological shift required for staff, service users and family members to undertake co-produced care and outlines challenges ahead with respect to service redesign and new roles in practice.
Informal carers (family and friends) are recognised as a fundamental resource for mental health service provision, as well as a rich source of expertise through experience, yet their views are rarely solicited by mental health professionals or taken into account during decision making. This issue is considered alongside new policy recommendations which advocate the development of co-produced services and care.
Despite the launch of a number of initiatives designed to build on peer experience and support, there has been a lack of attention on the differing dynamic which remains evident between healthcare professionals and people using mental health services. Co-production sheds a light on the blurring of roles, trust and shared endeavour (Slay and Stephens, 2013) but, despite an increase in peer recovery workers across England, there has been little research or service development designed to focus explicitly on this particular dynamic.
Despite these challenges, coproduction in mental healthcare represents a real opportunity for the skills and experience of family members to be taken into account and could provide a mechanism to achieve the “triangle of care” with input, recognition and respect given to all (service users, carers, professionals) whose lives are touched by mental distress. However, lack of attention in relation to carer perspectives, expertise and potential involvement could undermine the potential for coproduction to act as a vehicle to encourage person-centred care which accounts for social in addition to clinical factors.
The families of people with severe and enduring mental illness assume a major responsibility for the provision of care and support to their relatives over extended time periods (Rose et al., 2004). Involving carers in discussions about care planning could help to provide a wider picture about the impact of mental health difficulties, beyond symptom reduction. The “co-production of care” reflects a desire to work meaningfully and fully with service users and carers. However, to date, little work has been undertaken in order to coproduce services through the “triangle of care” with carers bringing their own skills, resources and expertise.
This paper debates the current involvement of carers across mental healthcare and debates whether co-production could be a vehicle to utilise carer expertise, enhance quality and satisfaction with mental healthcare. The critique of current work highlights the danger of increasing expectations on service providers to undertake work aligned to key initiatives (shared decision-making, person-centred care, co-production), that have common underpinning principles but, in the absence of practical guidance, could be addressed in isolation rather than as an integrated approach within a “triangle of care”.
Service-oriented innovation economies are becoming the new trend for the construction industry. Benchmarking the quality management level of developed countries and…
Service-oriented innovation economies are becoming the new trend for the construction industry. Benchmarking the quality management level of developed countries and improving quality management are also becoming necessities for promoting innovation in the economy. The purpose of this study is to analyse the internal relationships between the five enablers of the European Foundation for Quality Management (EFQM) Excellence model, based on a market-oriented strategy, to serve as a framework for managing and improving quality.
Considering the different market environment and culture, this study refines the strategy enabler based on Zebal and Goodwin's (2011) Developing Country Market Orientation Scale, and builds a market-oriented EFQM Excellence model. Structural equation modelling (SEM) is used to analyse the results of a questionnaire survey of 683 China construction industry top enterprises to explore the internal relationships between the model's five enablers.
(1) “Leadership” has a positive influence on “Market-Oriented Strategy”, “People” and “Partnerships and Resources”; (2) “Market-Oriented Strategy” has positive influence on “Partnerships and Resources”; (3) “People” has a low influence on “Processes, Products and Services”; (4) “Partnerships and Resources” has a medium influence on “Processes, Products and Services” and (5) the relationships between “Market-Oriented Strategy” and “People”, “Partnerships and Resources” are not significant.
This study refines the strategy enabler of the original EFQM Excellence model with Zebal and Goodwin's (2011) Developing Country Market Orientation Scale. It also develops a market-oriented EFQM Excellence model that is suitable for developing countries, and it tests the implicit relationships of its five new enablers in an innovation environment where cultural differences exist.
This study investigates patterns of violence employed by insurgents killing civilians living in small ethnic enclaves located in Ninewa Province, Iraq from 2003 to 2009…
This study investigates patterns of violence employed by insurgents killing civilians living in small ethnic enclaves located in Ninewa Province, Iraq from 2003 to 2009. The ethnic minorities in these communities include: (1) Yazidis in Sinjar District, (2) Chaldo-Assyrian Christians in the Ninewa Plains and, (3) the Turkmen enclave of Tal Afar. To date, there has been little investigation into violence directed toward small ethnic enclaves during civil war, though some have suggested that ethnic enclaves might insulate civilians from violence (Kaufmann, 1996). Using fatality data from the Iraq Body Count, this study compares the patterns of insurgent violence directed toward these enclave communities to co-ethnic and mixed-ethnic communities. The experiences of the enclaves were varied – some were largely insulated from attacks – but when attacked, the average number killed was greater and more indiscriminate as compared to communities with significant Arab populations. One possible explanation for these differences is that insurgents did not regard these citizens as being “convertible,” which caused them to employ violence in a more indiscriminate manner. When insurgents did act to secure control of enclave communities, they used indiscriminate forms of violence against civilians, as compared to more selective forms of violence employed when controlling co-ethnic communities.
Describes how the authors have effectively employed the BeerDistribution Game, a simulation exercise developed at MIT′s Sloan Schoolof Management, to teach systems…
Describes how the authors have effectively employed the Beer Distribution Game, a simulation exercise developed at MIT′s Sloan School of Management, to teach systems concepts and systems thinking to managers. Details a description of how the simulation works and how its typical results are provided. In addition, discusses how to process the results and how to illustrate the application of the concepts to management problems. Demonstrates how management behaviours commonly found in complex business systems lead to dysfunctional management practices as well as poor performance and suggests how alternative ways of thinking (i.e. a systems perspective) are necessary to cope with the problems inherent in these complex situations. Suggestions for ways to extend the learning opportunities provided by the simulation are also provided.
Rebecca Gasior Altman is a graduate student in the Department of Sociology at Brown University. Her focus is on medical sociology, environmental sociology, organizational theory, and social movement theory. Her current research projects analyze narratives about community toxics activism, environmental advocacy support organizations, and medical waste.Phil Brown is Professor of Sociology and Environmental Studies at Brown University. He is currently examining disputes over environmental factors in asthma, breast cancer, and Gulf War-related illnesses, as well as toxics reduction and precautionary principle approaches that can help avoid toxic exposures. He is the author of No Safe Place: Toxic Waste, Leukemia, and Community Action (Phil Brown & Edwin Mikkelsen), co-editor of a collection, Illness and the Environment: A Reader in Contested Medicine, and editor of Perspectives in Medical Sociology.Daniel M. Cress is Associate Professor of Sociology in the Department of Behavioral and Social Sciences at Western State College of Colorado. His research and teaching interests include social movements – particularly among poor and marginalized groups, environmental sociology, and globalization. His published work has focused on protest activity by homeless people.Jennifer Earl is an Assistant Professor of Sociology at the University of California, Santa Barbara. Her research areas include social movements and the sociology of law, with research emphases on the social control of protest, social movement outcomes, Internet contention, and legal change. Her published work has appeared in a number of journals, including the American Sociological Review, Sociological Theory, and the Journal of Historical Sociology.Myra Marx Ferree is professor of Sociology at the University of Wisconsin-Madison. Her work on social movements has focused on women’s mobilizations and organizations in Germany, the U.S., and transnationally, most recently looking at interactions between American and Russian feminists (Signs, 2001), German and American abortion discourses and the definition of radicalism (AJS, 2003), and the European Women’s Lobby in relation to transnational women’s organizations on the web (Social Politics, 2004).Joshua Gamson is Associate Professor of Sociology at the University of San Francisco. He is author of Freaks Talk Back: Tabloid Talk Shows and Sexual Nonconformity (Chicago, 1998), Claims to Fame: Celebrity in Contemporary America (California, 1994), and numerous articles on social movements, gay and lesbian politics, popular culture and media. He is currently working on a biography of the disco star Sylvester.Teresa Ghilarducci is Associate Professor of Economics and Director of the Higgins Labor Research Center at the University of Notre Dame. She is author of Labor’s Capital: The Economics and Politics of Private Pensions (MIT Press) and Portable Pension Plans for Casual Labor Markets: Lessons from the Operating Engineers Central Pension Fund (with Garth Mangum, Jeffrey S. Petersen & Peter Philips). She is a former Board of Trustees member of the Indiana Public Employees Retirement Fund, a former advisory board member for the Pension Benefit Guaranty Corporation, and a Fellow of the National Academy of Social Insurance.Brian Mayer is a doctoral student in the Sociology Department at Brown University. His interests include environmental and medical sociology, as well as science and technology studies. His recent projects include an investigation of the growth of the precautionary principle as a new paradigm among environmental organizations and a study of social movements addressing environmental health issues.Sabrina McCormick is a doctoral student in the Department of Sociology at Brown University. She is a Henry Luce Foundation Fellow through the Watson Institute of International Studies. Her main interests are environmental sociology, medical sociology, and the politics of development. As a Luce Fellow, she is engaged in comparing environmentally-based movements in the U.S. and Brazil. Additional special interests include the social contestation of environmental illness, the insertion of lay knowledge into expert systems, and the role of social movements in these struggles. She has recent publications by Ms. Magazine and The National Women’s Health Network related to these areas.Rachel Morello-Frosch is an assistant professor at the Center for Environmental Studies and the Department of Community Health, School of Medicine at Brown University. As an environmental health scientist and epidemiologist, her research examines race and class determinants of the distribution of health risks associated with air pollution among diverse communities in the United States. Her current work focuses on: comparative risk assessment and environmental justice, developing models for community-based environmental health research, children’s environmental health, and the intersection between economic restructuring and environmental health. Her work has appeared in Environmental Health Perspectives, Risk Analysis, International Journal of Health Services, Urban Affairs Review, Annals of the American Academy of Political and Social Sciences, and Environment and Planning C. She also sits on the scientific advisory board of Breast Cancer Action in San Francisco.Daniel J. Myers is Associate Professor, Chair of Sociology, and Fellow of the Kroc Institute for International Peace Studies at the University of Notre Dame. He has published work on collective violence, racial conflict, formal models of collective action, urban poverty, and the diffusion of social behavior in the American Sociological Review, American Journal of Sociology, Journal of Conflict Resolution, and Mobilization. He is also author of Toward a More Perfect Union: The Governance of Metropolitan America and The Future of Urban Poverty (both with Ralph Conant), and Social Psychology (5th edition) with Andy Michener and John Delamater. He is currently conducting a National Science Foundation-funded project examining the structural conditions, diffusion patterns, and media coverage related to U.S. racial rioting in the 1960s.Sharon Erickson Nepstad is Assistant Professor of Sociology at Duquesne University and the author of Convictions of the Soul: Religion, Culture, and Agency in the Central America Solidarity Movement (Oxford University Press, 2004).Francesca Polletta is Associate Professor of Sociology at Columbia University. She is the author of Freedom Is an Endless Meeting: Democracy in American Social Movements (University of Chicago, 2002) and editor, with Jeff Goodwin and James M. Jasper, of Passionate Politics: Emotions and Social Movements (University of Chicago, 2001). She has published articles on culture, collective identity, emotions, law, and narrative in social movements, and on the civil rights, women’s liberation, new left, and contemporary anti-corporate globalization movements.Nicole C. Raeburn is Assistant Professor and Chair of Sociology at the University of San Francisco. She is the author of the book, Changing Corporate America from Inside Out: Lesbian and Gay Workplace Rights (University of Minnesota Press, 2004). Her new research project compares the adoption of gay-inclusive workplace policies in the corporate, educational, and government sectors.Leila J. Rupp is Professor and Chair of Women’s Studies at the University of California, Santa Barbara. A historian by training, her teaching and research focus on sexuality and women’s movements. She is coauthor with Verta Taylor of Drag Queens at the 801 Cabaret (2003) and Survival in the Doldrums: The American Women’s Rights Movement, 1945 to the 1960s (1987) and author of A Desired Past: A Short History of Same-Sex Sexuality in America (1999), Worlds of Women: The Making of an International Women’s Movement (1997), and Mobilizing Women for War: German and American Propaganda, 1939–1945 (1978). She is also editor of the Journal of Women’s History.David A. Snow is Professor of Sociology at the University of California, Irvine. He taught previously at the universities of Arizona and Texas. He has authored numerous articles and chapters on homelessness, collective action and social movements, religious conversion, self and identity, framing processes, symbolic interactionism, and qualitative field methods; and has authored a number of books as well, including Down on Their Luck: A Study of Homeless Street People (with Leon Anderson), Shakubuku: A Study of the Nichiren Shoshu Buddhist Movement in America, 1960–1975, and The Blackwell Companion to Social Movements (edited with Sarah Soule & Hanspeter Kriesi). His most current research project involves an NSF-funded interdisciplinary, comparative study of homelessness in four global cities (Los Angeles, Paris, São Paulo, and Tokyo).Sarah A. Soule is an Associate Professor of Sociology at the University of Arizona. Her research examines U.S. state policy change and diffusion and the role social movements have on these processes. Current projects include the NSF-funded “Dynamics and Diffusion of Collective Protest in the U.S.” from which data for this paper come; an analysis of state-level contraception and abortion laws; an analysis of state ratification of the Equal Rights Amendment; and an analysis of state-level same-sex marriage bans. She has recently completed an edited volume, The Blackwell Companion to Social Movements, with David Snow and Hanspeter Kreisi.Verta A. Taylor is Professor of Sociology at the University of California, Santa Barbara. She is coauthor with Leila J. Rupp of Drag Queens at the 801 Cabaret (University of Chicago Press) and Survival in the Doldrums : The American Women’s Rights Movement, 1945 to the 1960s (Oxford University Press); co-editor with Laurel Richardson and Nancy Whittier of Feminist Frontiers VI (McGraw-Hill); and author of Rock-a-by Baby: Feminism, Self-Help and Postpartum Depression (Routledge). Her articles on the women’s movement, the gay and lesbian movement, and social movement theory have appeared in journals, such as The American Sociological Review, Signs, Social Problems, Mobilization, Gender & Society, Qualitative Sociology, Journal of Women’s History, and Journal of Homosexuality.Nella Van Dyke is currently an Assistant Professor in the Sociology Department at Washington State University. Her research focuses on the dynamics of student protest, social movement coalitions, hate crimes, and the factors influencing right-wing mobilization. Her recent publications include articles in Social Problems and Research in Political Sociology. She is currently conducting research on the AFL-CIO’s Union Summer student internship program and its influence on student protest, how the tactics of protest change over time, and how movement opponents influence the collective identity of gay and lesbian movement organizations.Stephen Zavestoski is an Assistant Professor of Sociology at the University of San Francisco. His current research examines the role of science in disputes over the environmental causes of unexplained illnesses, the use of the Internet as a tool for enhancing public participation in federal environmental rulemaking, and citizen responses to community contamination. His work appears in journals such as Science, Technology & Human Values, Journal of Health and Social Behavior, Sociology of Health and Illness, and in the book Sustainable Consumption: Conceptual Issues and Policy Problems.
Over the last decade, trust repair has become an important theoretical and practical concern in HRM. The purpose of this paper is to explain why organisations fail to…
Over the last decade, trust repair has become an important theoretical and practical concern in HRM. The purpose of this paper is to explain why organisations fail to repair their stakeholders’ trust following a series of trust breaches.
Archival data is used to investigate the Royal Bank of Scotland (RBS). Using the analytical frame of the detective novel, the authors analyse reputational scandals in RBS, and in doing so, they explore the interweaving of two stories: the story of the “crime” (the bank's actions which led to breaches of trust) and the story of the “detectives” (parliamentary, regulatory and press investigators).
Based on their analysis, the authors argue that the organisation's failure to repair trust is associated with ineffective detection of what went wrong in the bank and why.
HR practitioners dealing with similar situations should understand the complicated and unfolding nature of repeated transgressions, and the reasons why previous trust repair efforts may have failed.
An organisation may be showing willingness to accept responsibility for the violation of trust, but while new transgressions happen, trust repair efforts may fail. Therefore, what is needed in organisations is a longitudinal analysis that takes into account organisational history, including earlier wrongdoings.
The paper is one of the few analysing trust repair from a process perspective and using the metaphor of the detective novel to provide insights into organizational reintegration.
Purpose – This chapter draws on examples from the United Kingdom where changes in transport policy direction have occurred and considers how lessons that emerge might be…
Purpose – This chapter draws on examples from the United Kingdom where changes in transport policy direction have occurred and considers how lessons that emerge might be applied in China.
Methodology – It is difficult to change the direction of transport policy decisions once embarked upon. The reason for this relates to the high cost and long-term nature of many transport interventions and the complex nature of transport problems which require the introduction of packages of measures rather than individual projects. This complexity that frequently sees changing circumstances can however lead to the adoption of a new policy direction. The issue is how such changes in policy direction can be achieved given the constraints identified. To this end, this chapter presents a series of notable examples of policy change from the transport sector in the United Kingdom to draw lessons from both the development of over-arching transport policies and the implementation of specific transport planning measures as instruments of policy across a geographical range of transport sectors. Specifically it draws on a literature review and presents a series of vignettes to outline the motivations and factors which can be seen to bring about transport policy change in the surface (land) transport sector.
Findings – Specifically the chapter finds that so-called ‘agents of change’ can be categorised as follows:
1.Public and political identification of a problem;2.The emergence of suitable policy ideas or solutions; and3.The occurrence of some kind of event in the policy arena.
Research limitations/implications – From these three categories, lessons are drawn from which policy makers and policy shapers in locations other than the United Kingdom (particularly China) can benefit.
Practical and social implications – The chapter aims to influence the broader debate in terms of delivering transport policy change – with the emergence of agents, most notably the growth of the environmental movement and its influence on policy, a comprehensive research base for policy making and political events at the UK and international level.
Originality – The chapter is based on a number of vignettes that seek to identify the factors that are influential in supporting policy change on a national, area-wide or site-specific basis in the United Kingdom.