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Service quality and customer satisfaction have traditionally been conceptualised and measured using cognitive indicators. This paper aims to build on the body of literature that recognises the role of emotions in determining customer satisfaction and future behavioural intention.

The focus for this study was a football stadium in which respondents' evaluation of “off pitch” service quality was investigated in the context of emotions aroused by “on pitch” activities. A time‐elapsed three‐stage survey was used to evaluate the respondents and any changes over time.

In a survey of 407 match attendees, emotionally‐based satisfaction was found to be a better predictor of future behavioural intention than cognitive measures of satisfaction.

The paper establishes the need to use both emotional and cognitive measures of satisfaction when evaluating overall customer satisfaction and future behavioural intention. It also highlights the unique nature of customer satisfaction in a sporting events venue.

At the 2020 Tokyo Olympics, Laurel Hubbard made history as the first openly transgender woman to compete in an individual sport. In the weeks leading up to and following her performance, hundreds of original news articles were written about her – few of which fully supported her participation. In this chapter, we detail our content analysis of written news media created in the weeks surrounding Hubbard's Olympic debut. Using Ahmed's (2000) theorization of the discursive creation of ‘strangers’, we relay how journalists' usage of imagery and narrative structures framed Hubbard as an ‘other’, separate from other elite athletes and undeserving of her status as an Olympian – serving to powerfully shape public perceptions of Hubbard's identity, humanity and her right to compete in the sport that she loves.

Reliance on third-party judgments are common in efforts to identify and reduce workplace sexual harassment (SH). The purpose of this paper is to identify whether a workplace emphasis on inclusion as a cultural value is related to third-party labeling of and response to an exchange between a male manager and his female subordinate.

Participants (n=308) in an online survey experiment were randomly assigned to a workplace that emphasized inclusion or one that emphasized individual achievement as a cultural value. They read a vignette describing a workplace interaction between a male manager and his female subordinate and responded to a series of questions.

Organizational emphasis on inclusion is unrelated to third-party labeling of the interaction as SH, but positively associated with labeling the female’s intention to pursue harassment charges as an overreaction, and support for the female subordinate in a claim of SH against her manager. Culture is unassociated with willingness to defend the male manager in a SH claim.

Identifying how workplace culture shapes third-party reaction to harassment can help employers use third-party witnesses and cultural value statements as tools to reduce SH.

A workplace’s cultural emphasis on inclusion is positively related to third-party support for SH victims implying the importance of workplace context in the fight against workplace SH.

The paper presents the first experimental analysis of how a workplace cultural emphasis on inclusion affects the third-party observers’ reactions to SH.

Measures to tackle anti-social behaviour and nuisance to residents, particularly in urban areas, have been a major focus of UK Government policies over recent years. The Crime and Disorder Act 1998 and subsequent legislation such as the Anti-Social Behaviour Act 2003 introduced stricter powers, particularly through the use of anti-social behaviour orders (ASBOs), as a means of addressing problems in residential neighbourhoods. While there is clearly a need to tackle problem behaviour that impacts seriously on the quality of life of community members, evidence also suggests that behaviour previously tolerated by many is now targeted through enforcement measures, leading to increased polarisation and stigmatisation of some groups (Rowlands, 2005). At the same time, national agendas around Neighbourhood and Civic Renewal¹ aim to minimise conflicts in neighbourhood renewal areas through fostering understanding and building bridges between different groups within diverse communities. There is thus some tension between the different agendas which impacts on how such issues are addressed within localities.

Jane Addams: Champion of Democracy is a biography incorporating history and social justice. This lesson involves students in grades 5-8 exploring social justice issues related to economic equality, racial equality, gender equality, health equality, peace, and justice. Students trace Jane Addams’s public service activities, in these areas of social justice, while simultaneously examining significant, external historical events and people, between 1860 and 1939, through the lens of Addams’s life. Students create a timeline and engage in ongoing discussions related to Addams’s involvement in these historical events and her connections to people, of this period, who, like Addams, were advocates for social change (e.g. Ida B. Wells-Barnett, W.E.B. Du Bois, Eleanor Roosevelt). Example activities and scoring rubrics are included in the appendix section. Inspired by descriptions of Jane Addams’s extraordinary life, an extension activity introduces students to social justice issues, within their own community, and provides steps to initiate community involvement.

The present research aims to revisit the relationships between buyer dependence on suppliers, relational norms between two parties in a buyer-supplier dyad, and a buyer's tendency to either engage in opportunistic behaviors or comply with a supplier's request as an exception condition. The authors adopt a supplier's perspective to examine the supplier's anticipation of the buyer's behaviors.

Based on the original studies conducted by Joshi and Arnold, the authors extend both works using a similar methodology but with a different data sample. The previously validated buyer-supplier relationship supply disruption scenario presented in the original studies is rewritten from a supplier's perspective to examine the supplier's anticipation of the buyer's behaviors. Subjects are asked to assume the role of an account manager within the key supplier firm for an electronic equipment manufacturer and to respond to how they deal with the supplier's expectation of how the buying firm may behave in terms of compliance and opportunism.

The results show that buyer dependence is positively related to buyer compliance behaviors and that this relationship holds irrespective of the buyer's or supplier's perspective on the supply disruption scenario and irrespective of professional or student subjects. Other findings include the contingency of the moderating effect of relational norms on the link between dependence and buyer compliance on various factors, and the existence of a boundary condition for the moderation effect of relational norms on the link between dependence and buyer opportunism.

The study should prove valuable to academics and professionals alike. It reinforces the notion that buyers that are more dependent and reliant on suppliers are more willing to comply with supplier's needs. Also, it considers the possibility that supply chain agents from both the buyer and supplier sides may value the effect of relational norms differently, with suppliers perceiving that relational norms have more of a direct influence on a buyer's behavior. Lastly, the replication study extends the understanding of the generalizability of the original studies.

This paper shows how a shorter fecundity horizon for females (a biological constraint) leads to age and educational disparities between husbands and wives. Empirical support is based on data from a natural experiment commencing before and ending after China’s 1980 one-child law. The results indicate that fertility in China declined by about 1.2–1.4 births per woman as a result of China’s anti-natalist policies. Concomitantly spousal age and educational differences narrowed by approximately 0.5–1.0 and 1.0–1.6 years, respectively. These decreases in the typical husband’s age and educational advantages are important in explaining the division of labor in the home, often given as a cause for the gender wage gap. Indeed, as fertility declined, which has been the historical trend in most developed countries, husband-wife age and educational differences diminished leading to less division of labor in the home and a smaller gender wage disparity. Unlike other models of division of labor in the home which rely on innately endogenous factors, this paper’s theory is based on an exogenous biological constraint.

NEJE Editors interview Cindi Bigelow: director of activities at Bigelow Tea

This paper shows that the collector (like the flâneur) is a decisive character in Walter Benjamin’s philosophy of history, specifically in the manifestation of the historical materialist, yet the paper is not so much about the collector or collecting as it is about the commodity and the experience thereof in consumer society.

The section “The Dream World of Mass Culture” discusses mass culture and the central problem of commodity fetishism as Benjamin sees it. The section “A Physiognomist of ‘the World of Things’” discusses the critical task of the historical materialist actualized and made possible through an activity akin to collecting. The section “Collecting, Child’s Play, and Seeing Similarities” illuminates the central importance of the activity of collecting for Benjamin’s research regarding mass culture, historical materialism, and the experience of modernity itself. The final section explains and fleshes out the central concepts of the mimetic faculty and physiognomic perception for Benjamin.

I find that, ultimately, to understand the ability of the historical materialist to witness history critically, according to Benjamin, is to understand the historical materialist as a collector. To understand the revolutionary activity of collecting is to understand collecting as a manifestation of a fundamental activity of human nature, the inclination to become “like” or to become “similar.” But such an impulse grounds, for Benjamin, not only the activity of collecting but also collective experience, the collective conscious, mass culture, and the essence of the commodity itself as a sociocultural artifact. The paper demonstrates that the mimetic faculty is the primary human faculty Benjamin focused on in his theory of experience.

The originality of this paper lies in the fact that it illustrates the primary importance of the theory of the mimetic faculty, the notion of physiognomic perception, and the work of Heinz Werner to Walter Benjamin’s theory of commodity fetishism that to date has been largely underdeveloped. But, more importantly, the paper shows that Benjamin’s theory of experience could illuminate a path toward developing a theory of experience within a fundamental philosophical anthropology.

I Am Helen Keller is a student-friendly reader; yet, it offers realistic insights into Helen’s life as a: student, writer, lecturer, vaudeville performer, and activist. The book relates to students’ real lives because Helen is portrayed as a genuine person rather than an object for herofication; an individual with economic challenges and personality flaws as well as successes. Young students are introduced to the concept of mentoring, as people who sponsored and helped Helen achieve her life goals are described. Helen Keller overcame personal adversity and is often presented to young people in character education. The heart of her story, however, is that she was one of the first civil rights leaders for people with disabilities. She was at the forefront of attitude changes around the world. In this lesson, students engage in analyzing key points of Helen Keller’s life through a read-aloud and Anticipation Guide, discussion, cooperative group work, research, and presentation skills using educational technology.