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Examines the approaches to complaints management adopted by Westminster City Council. Begins by listing and analysing the factors causing the greatest impact on customer loss, in order to prioritize areas for improvement. Describes how best to target the resulting information so individual departments can build on their own strengths and weaknesses. Outlines ways in which the difficult problems can be tackled as well as more straightforward ones. Concludes by examining ways of measuring and monitoring positive changes.

The purpose of this study is to investigate how concentrated owners add value to Asian firms. While prior research suggests that relational owners (i.e., business groups, top management team, board, government, banks, families, and corporation) may help firms fill institutional voids, this study proposes that it is transactional owners (i.e., foreign and institutional investors) lacking this ability who contribute most to firm performance. As these owners frequently hail from contexts with well-developed corporate governance traditions, they tend to have experience with the design and implementation of such governance practices.

This study involves a meta-analysis covering 276 studies from 17 Asian countries.

This study shows that transactional owners impose effective governance practices such as separating the chief executive officer (CEO) and Chair roles and assuring board independence. These practices promote decisions benefiting all shareholders, such as preventing diversification and financial over-leveraging.

This study contributes to the comparative corporate governance literature by showing that implementing internal governance practices helps improve firm performance in Asia. It also contributes to the owner identity literature by opening the black box of how transactional and relational owners differentially affect firms’ strategic behavior. Overall, this study yields a more nuanced understanding of what transactional owners contribute to Asian firms.

The purpose of this chapter is to provide a personal-professional reflection on Canadian author Toni Samek’s learning since publication of her 2007 book project entitled Librarianship and human rights: A twenty-first century guide.

The reflection, written in first-person and accessible terms appealing to a broad readership, is structured by the following sections: introduction; privilege and position; sobering experiences; the risk factor; a common project; unease; expectation; and, closing thoughts.

This endeavor encourages contributors to the field of library and information studies to situate their work within micro (individuals), meso (institutions), and macro (society) level understandings of privilege and power, including respect for the compassion and conviction demonstrated by street-level library and information workers who may never be rewarded for their good fights, or worse, may suffer loss(es) because of them.

This reflective work affirms the book’s original dedication in Librarianship and human rights: A twenty-first century guide to the many courageous library and information workers throughout the world and through the generations who have taken personal and professional risk to push for social change, as well as the enduring value of librarianship and human rights as a common project and one that involves both learning and unlearning. Librarianship and human rights: A twenty-first century guide was used as an example, when in 2007, activist librarian proposed the subject heading “critical librarianship” to the Cataloging and Support Office of the Library of Congress. This reflection adds to that case.

What happens when leaders are unable to keep leading? Leaders are often expected to be enthusiastic, innovative and help lead their organization forward. However, sometimes they can find themselves so emotionally and physically depleted that they are unable to function, even at the most basic level. Years of stress, heavy responsibilities, personal issues and unhealthy work hours can take a toll in the form of ‘burnout’. The battery is flat and the car cannot start. There are many contributing factors to burnout. It comes at a high cost to the leader, his family and his organization. This chapter will look at the nature of burnout and examine how the leader’s personality, work role, leadership style and life experiences can all contribute to the development of this condition. The impact of burnout, pathways to recovery and some preventative measures will also be examined combining current research findings with the author’s own experience of burnout. This chapter aims to highlight the need for leaders to look after themselves and for organizations to help support their leaders in an effective way. Although recovery from burnout may be a difficult and long journey, leaders can regain their strength and motivation and return to the role stronger and with more effective coping strategies.

The purpose of this paper is to carry out a survey in order to better understand the nature of handheld mobile computing use by academic library users and to determine whether there is a significant demand for using the library services with these small screen devices.

A survey is created to measure whether people want to access an OPAC with a small screen. Additionally, through open‐ended questions, the survey attempts to gain a broader understanding of handheld mobile computing's impact on, and implications for, the services provided by academic libraries.

A total of 58.4 percent of respondents who own a web‐enabled handheld device indicate that they would use small screen devices, such as PDAs or web‐enabled cell phones to search a library OPAC.

The increasing prevalence of handheld mobile computing devices such as PDAs and web‐enabled cell phones warrants investigation as to its impact on libraries. This study examines an academic library user population and the potential demand for using the library's catalog with handheld mobile computing devices

This chapter flips innovation on its head. Instead of validating our ideas in the market, why not facilitate a market already motivated to change to do so. Theoretical and empirical evidence is presented to support this theory, along with tools and techniques enabling Innovation Leaders to deliver radical change. Three case studies are shared showing how successful innovation leaders have researched and developed opportunities for radical innovation.

Organizations are investing heavily in social media yet have little understanding of the effects of social media content on user engagement. This study aims to determine the distinct effects of informational, entertaining, remunerative and relational content on the passive and active engagement behavior of social media users.

Facebook Insights and NCapture are used to extract data from the Facebook pages of 12 wine brands over a 12-month period. A multivariate linear regression analysis investigates the effects of content on consuming, contributing and creating engagement behavior.

Results reveal distinct effects of rational and emotional appeals on social media engagement behavior. Rational appeals in social media have a superior effect in terms of facilitating active and passive engagement among social media users, whereas emotional appeals facilitate passive rather than highly active engagement behavior, despite the social and interactive nature of the digital media landscape.

Results contribute directly to understanding engagement and customer experience with social media. Further theoretical and empirical examination in this area will aid in understanding the dynamic nature of the levels of engagement within social media.

Findings provide managers and practitioners with guidelines and opportunities for strategic development of social media content to enhance engagement among consumers in a social media forum.

This study is one of the first to empirically examine the construct of social media engagement behavior. It extends the utility of dual processing theory to demonstrate how rational and emotional message appeals result in online engagement.