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While prior control studies typically focus on organizations with an instrumental approach to corporate sustainability, this study concentrates on organizations with an integrative approach, as the latter is needed to address the grand challenge of sustainable development. As such organizations do not single out the financial objective as the dominant one, they pursue a hybrid mission. This study investigates how a control package can be designed that ensures the persistence of such a hybrid mission.

A case study is undertaken at a luxury hotel chain in which a financial and an environmental objective are continuously balanced. Self-determination theory is used to substantiate insights into how psychological need-supportive controls can be designed at all organizational levels.

This study highlights how controls are not only needed to direct staff behaviour towards the environmental objective but also to ensure that staff at all organizational levels prioritize the objectives in such way that the hybrid mission can be sustained. Besides structural differentiation and centralization of decision-making, the case organization designed need-supportive controls to foster staff's internalization of the environmental objective and value as well as of the integrative approach.

As the need-supportive socialization process fostered staff's integration of the environmental value, this study highlights the transformational potential of controls.

This study provides a unique account of a control package directing staff behaviour towards the balancing of multiple objectives.

The study examined how nursing staff in a secure forensic unit make judgements about female patients' level of risk and whether a patient's lack of engagement in therapy was a salient factor. Results indicate that staff accounted for the following historical factors when making judgements: past aggression, substance misuse, symptoms of psychosis and personality disorder, and the following clinical factors: lack of insight, non‐compliance and lack of motivation. A positive therapeutic alliance between patient and key‐worker, high levels of self‐confidence in staff members, a supportive nursing team and an institution with good procedural security were perceived to be protective factors.

To sustain competitive advantage, it is necessary to understand consumers and their psychological fears and deliver them a service solution which is best under existing conditions so as to ensure consumer loyalty and retention. This paper seeks to conceptualise and operationalise customer relationship management (CRM) through two component model (operational CRM (OCRM) and analytical CRM (ACRM)), particularly in the healthcare sector.

The relationship between OCRM, based on three patient‐staff constructs (physicians, nurses and support staff) and ACRM based on four constructs (satisfaction, repatronization, recommendation and organizational performance) was analysed using confirmatory factor analysis (AMOS). The data for the model were collected from 306 indoor patients of three large public hospitals who have been associated with the hospital for at least five years.

The model portraying service quality as an antecedent to OCRM is found to be acceptable whereas the other two models, namely, service quality as the moderating variable in explaining OCRM and ACRM relationship effectively and direct relationship between OCRM (service quality implicit) and OCRM) were rejected. Characteristics, primarily caring attitude, friendliness, helpfulness, response to queries, expertise and effective treatment are found to be significant for OCRM from physicians, nurses and support staff perspectives that can impact the four ACRM dimensions – satisfaction, repatronization, recommendation and organizational performance.

The study contributes to the current understanding of CRM in particular and consumer behaviour in general, in the context of the healthcare sector. The role of service quality in influencing patient‐staff interaction and CRM linkage with the service dominant concept has added more strength to the conceptual development of TCRM.

The paper aims to establish structure of patient satisfaction construct in Indian health care settings.

The data were collected from 528 indoor patients who were seeking treatment from Government Medical College (GMC), Bakshi Nagar and Acharya Chandra Medical College and Hospital Sidra (ASCOMS), Sidhara, the two teaching and research hospitals operating in Jammu City, India. Both exploratory and confirmatory factor analyses are used to verify the scale dimensions.

The results reveal that patient satisfaction is a multidimensional construct comprised of four dimensions, namely: physical maintenance, physician care, nursing care and internal facilities. Among the four hypothesized models, only model 2 depicting the impact of dimensions on satisfaction showed a good fit while the other three models showed either average (model 4) or poor (models 1 and 3) fit. The analysis of the models indicates that all patient satisfaction dimensions positively and significantly contribute to patient satisfaction and which also act as an important mediating factor between the satisfaction dimensions and patient loyalty.

The cross‐sectional design of the research is the limitation as all measures were collected at a single point‐of‐time. Because the findings of the study are based on overall satisfaction of the patients, no comparison is made between the degree of patient satisfaction achieved in public and private health care hospitals.

The paper measures patient satisfaction in the Indian context.

Holistically reviews the literature, examines critically and summarises systematically the major pioneering works of contributors in this field. Its primary objective is to formulate a research agenda in the area of new service development (NSD) in the financial services sector.

A comprehensive in‐depth content analysis: theoretical discussion and conceptual frameworks of product innovation are carried out. This paper explores and evaluates extant frameworks of the tangible NPD process, which form the basis for NPD for the services literature. NSD has been central to the literature on services marketing, and a competitive weapon for firms, the important propensity has been related to the investigation of NSD issues.

This study identifies significant deficiencies and gaps (e.g. stakeholders involvement: roles of customers and supportive activities units) in the literature, with specific regard to new financial product development relating to the financial services sector.

This emerging approach to NPD suggests a new perspective on how to achieve NPD success in the financial services sector.

Managers and executives should strategically rethink the stakeholders’ roles, and the design and management of a NSD process. They should be aware of beneficial gains, which can be obtained from the process of stakeholder integration and involvement in NSD activities.

Provides a critical overview and analysis of theoretical perspectives on financial NSD /NPD with an annotated bibliographical reference covering the period between 1957 and 2005, which can help the advance of NSD research in the financial services sector. It also adds to the growing literature on the financial service innovation process.

This paper aims to describe the RE-COV study and to summarise its findings. It focuses particularly on the implications of lessons learned for national, operational and building design policy and practice.

Invitations to take part in a RE-COV study survey were emailed to the operators of 270 retirement villages and older people’s extra care housing schemes in England which were known to the Elderly Accommodation Counsel. Completed questionnaires were returned from 38 operators, online or electronically, between December 2020 and February 2021.

Survey findings evidenced the breadth and depth of the operators’ responses, the effects these had on residents’ lives and worthwhile changes which could be made. Outcomes demonstrated included higher levels of protection for residents from the COVID-19 virus compared to older people living in the general community, and high levels of residents feeling safe, supported and reassured.

The findings are used to offer evidence-based recommendations for housing operators, building designers and policymakers which could enhance resident, staff and operators’ health and well-being, both going forward and during possible future pandemics.

There is evidence that retirement villages and extra care housing provided safe, resilient and supportive environments during the first year of the pandemic which were highly valued by residents.

This study addressed a knowledge gap regarding how the COVID-19 pandemic had impacted housing-with-care stakeholders, evidencing specifically how operators had responded, and what their response achieved.

The purpose of this study was to capture the experience of people after completing their period of COVID-19 14-day isolation in prison. This study used in-depth interviews to assess the impact of the restricted regime.

This was a cross-sectional qualitative study using an adapted regional survey to record people’s experiences of COVID-19 isolation on entry into prison. This study began in April 2020 and continued to run over eight months. A weekly capture of people’s stories was conducted using a convenience sample. A total of 168 people participated in the study, with in-depth interviews conducted by the health-care team. Content conceptual analysis was used to quantify and analyse the themes of impact of COVID-19 isolation. This information was then used to shape iterative health-care service development.

A number of key themes have emerged from the experiences of COVID-19 isolation, including connection, communication and support. Stories highlighted how isolation had exacerbated depression, anxiety or feelings of self-harm. This was amplified by the uncertainty of the pandemic and lack of information about accessing services in the altered prison regime. A priority for people in COVID-19 isolation was contact with family. Telephone calls and virtual visits were cited as mitigating the mental health impact of social isolation. People who felt supported by health-care or prison staff reported coping with their time in isolation better. Timely, accessible information was pivotal in support, leading to development of Engagement Lead check-ins on the isolation landings. It is crucial that a public health approach is core to the COVID-19 response in prisons. The thematic analysis of the experiences has enabled a focused understanding of the impact of COVID-19 isolation and an accountability of care provision through organisational collaboration and iterative improvements to service delivery.

There is a paucity of real-time evidence of the impact of restricted regimes in prison owing to COVID-19. This study gives an important insight.

The purpose of this paper is to explore staff and prisoner experiences of a newly implemented Personality Disorder Service (PDS) within a category B male establishment.

A semi-structured interview was used to explore the experiences of seven male category B PDS prisoners and eight PDS members of staff (four National Health Service (NHS) clinical staff and four prison service staff) from a multi-disciplinary team (MDT). Interviews were transcribed verbatim and thematic analysis was completed.

Prisoner sample: one overarching theme “environment” organised two themes: “enabling factors” and “disabling factors” which had a subtheme “integrating men who have sexually offended onto the unit”. Another theme “opportunities for self-development” was identified. Staff sample: an overarching theme “environment” organised two themes: “enabling factors” and “disabling factors”. An overarching theme “multi-disciplinary working” organised two themes: “working in partnership” and “cultural differences in working practices”. Two further themes were: “professional development” and “stressors”.

This study focused on a small sample of staff and prisoners and their experiences of a newly implemented PDS. In addition, both staff and prisoners volunteered to take part in the study, and therefore may not be a representative sample. Consequently the results cannot be generalised to other establishments or PD services.

Staff and prisoner experiences indicate that a multi-disciplinary approach to personality disorder services is desirable and can be effective. Prisoners are gaining experiences of positive therapeutic relationships with staff and hope that their experiences of the PDS will reduce their risk of reoffending. Staff experiences indicate that the integration of two services presents challenges and that they are working to overcome these. It may be advantageous for the impact of cultural differences within a MDT to be explored further.

This is the first study that explores the experiences of the MDT and prisoners of the newly implemented PDS. The PDS forms part of the new development under the National Offender personality disorder pathway.

Using a discrete choice experiment (DCE), this study aims to better understand the job preference of postgraduate students studying at the Kwame Nkrumah University of Science and Technology-Institute of Distance Learning, Ghana and also rank the attributes of a job they deem important.

The research adopted a positivist epistemological design contextualised within a deductive approach and case study strategy. Primary survey data was collected from a stratified random sample of 128 postgraduate students with multi-sectorial career prospects. Sample students were subjected to a DCE in which their stated preferences were collected using closed-ended questionnaires with 28 pairs of hypothetical job profiles. Respondents’ preferences from the DCE data were then modelled using the conditional logit.

The research reveals that: salary in the range GHC 2,800.00 to GHC 3,400.00 ($1 = GHS 5.3); supportive management; very challenging jobs; and jobs located in the city were the top attributes that were significant and had the most impact in increasing the utility of selecting a particular job. Interestingly, jobs with no extra hours workload were not significant hence, had a negative impact upon student preferences.

This novel research is the first to use a DCE to better elicit preference and trade-offs of postgraduate students in a developing country towards varying job characteristics that have an impact on their future employment decisions. Knowledge advancements made provide invaluable insight to employers and policymakers on the key criteria that should be implemented to retain the best candidate.

The study investigated factors influencing how the curriculum is implemented in accredited private higher education institutions (PHEIs) in Botswana.

The study investigated factors influencing curriculum implementation in accredited private universities (PUs) operating in a highly regulated higher education environment in Botswana. A total of six PUs which have been operating in Botswana for at least five years were purposively selected for the study. The mixed methods approach was used in the study. From the six PUs, a sample of 306 lecturers was selected from a population of 1,500 lecturers using stratified random sampling strategy for the quantitative phase of the study, and 25 academic middle managers (AMMs) were also selected from a population of 273 academic middle managers using purposive sampling strategy for the qualitative phase. A structured questionnaire and a semi-structured interview guide were used for data collection. Principal component analysis (PCA) was performed to test the reliability and validity of the measurements. Descriptive statistics, chi-square, one-way ANOVA and regression analysis were used for quantitative data analysis, while a meta-aggregative approach was used for analysing qualitative data. Results showed that educational level, characteristics of the curriculum, of the institution and of the external environment had a significant influence on how curriculum is implemented in PUs in Botswana, while gender, age and years of teaching experience did not have a significant influence. These results have implications on educational policy formulation by regulatory authorities as well as practice in universities for the purpose of enhancing curriculum implementation.

Results showed that educational level, characteristics of the curriculum, of the institution and of the external environment had a significant influence on how the curriculum is implemented in PUs in Botswana, while gender, age and years of teaching experience did not have a significant influence.

Data were collected from lecturers in accredited private higher education institutions in Botswana only which limited the scope of insight into challenges facing accredited private institutions. Future research needs to expand the scope and consider private both private and public higher education institutions in Botswana and beyond so that more insight on the factors affecting curriculum implementation in higher education institutions can be established and appropriate policies and processes could be put in place for effective curriculum implementation.

The study provides insight into challenges affecting curriculum implementation in higher education institutions and how regulatory authorities, institutional authorities and lecturers can contribute to effective curriculum implementation in these institutions.

The study offers an opportunity for higher education institutions to implement the curriculum in a manner that satisfies its primary customers who are the students by taking cognizance of and satisfying factors that contribute to effective curriculum implementation.

There is no study known to the researcher that has been conducted on factors affecting curriculum implementation in accredited private universities in Botswana. This study, therefore, is an eye-opener on such factors and what actions regulatory authorities, institutional management and lecturers should take to promote effective implementation of the curriculum in higher education institutions in Botswana.