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The purpose of this paper is to explore, analyse and discuss the published concepts of “the customer” and “customer service” in the context of managing international emergency relief chains.

This is a literature‐based approach that extends concepts usually applied in a commercial context to the area of humanitarian aid and emergency relief chains in particular.

Based on the most common associations of the terms in the literature, the paper proposes adopting a customer and customer‐service perspective in managing international emergency relief chains. An understanding of the various perspectives of customers described in this paper provides a starting point in the development of emergency relief chains that can deliver customer service and satisfaction to all concerned.

As managers of emergency relief chains strive to improve the performance of their organizations and supply chains in a highly challenging environment, the paper provides a useful and enhanced understanding of the roles that the “customer” and “customer service” play in their operations strategies. Although it is sometimes assumed that all participants in emergency relief chains are highly co‐operative, this is often not the case. Therefore, the concept of “humanitarian competitive advantage” is also presented to enable a better practical focus for managers of emergency relief chains.

The paper is believed to be the first to apply the terms “customer” and “customer service” systematically in a humanitarian context and thereby propose a customer service perspective in emergency relief chains.

Purpose – Everyday human behavior is complicated and difficult to understand. When a disaster event is factored in, human behavior becomes even more complicated. Much like during routine times where resources are unequally distributed, so too are the impacts of a disaster. That is, people are more and less vulnerable to disaster and the damage a disaster inflicts has more to do with the social context (type of housing, level of urbanization, average level of education) of the impacted community. Part of the social context of a community that is not considered part of vulnerability analysis is rates of crime. Indeed, there is reliable evidence that demonstrates lawlessness and crime do not happen after “typical” disasters (e.g., see Quarantelli, 2005). However, we are beginning to see antisocial or conflict behavior, such as looting, price gouging, and violence, especially in more recent events like Hurricanes Hugo and Katrina.

Design/methodology/approach – Using the case studies of Hurricanes Hugo and Katrina, this chapter applies conflict and structural strain theories to lawlessness post-disaster, and makes call to consider these theories as part of disaster studies.

Findings – There are emerging patterns of lawlessness that are happening after contemporary disaster events.

Value of the paper – Considerable research posits that people, for the most part, act in consensus following a typical disaster event. However, current events like Hurricane Katrina are by no means typical, and, in fact, trigger new typologies for understanding acute crisis events. These new events are showing us that what have traditionally been called disaster myths may be becoming more of a reality than we once thought. Therefore, criminology of disaster is important to develop further. Little research does this, outside of Harper and Frailing (2010).

The following conceptual exposition is presented in light of the growing number of scholars who indicate need for a comprehensive and coherent approach to disaster reduction, while practitioners seem to be continually faced with dynamic and seemingly contradictory goals and strategies.

This article reviews arguments from an assorted collection of literature in order to increase theoretical understanding of disasters and attempts to integrate various concepts, paradigms and policy proposals.

The discussion points out the strengths and weaknesses of alternative viewpoints about disasters, and suggests that a broad conceptualization of vulnerability may be best suited to assimilate findings for academia and simplify policy guidance for professionals in the field.

Because this is a cursory exploration of the casting of vulnerability management in terms of liability reduction and capacity building, additional research on the matter will undoubtedly be needed. Nonetheless, it is hoped that this article may pull together diverse academic frameworks, in order to avert recurring mistakes among those designing and implementing policy.

By updating the author's prior work in this area with additional considerations regarding the natural hazards, civil defense, risk management and homeland security schools, this article may be useful for scholars and practitioners interested in reversing the trend of more frequent and intense disasters.

The purpose of this paper is to introduce a conceptual model that integrates multi-disciplinary research in relation to crisis management, and to consider its application for international human resource managers in preventing and managing the evacuation of expatriate staff during crises.

The paper critically reviews and distils research into crisis and evacuation management, and examines its relevance to a generic framework of international human resource roles. The paper evaluates this body of literature and suggests potential research avenues from an international human resource perspective.

The review reveals a dearth of research on emergency evacuation of expatriates from a human resources perspective. The paper articulates a framework that delineates what role human resource managers could, or should, play during crisis preparation and response. This framework aims to establish a basic “roadmap” for use by practitioners and researchers.

Focusing on the human (rather than business) implications of crises, the paper links crisis management literature to the role of international human resource managers in supporting the health, safety, and security of international assignees during crises. A framework is presented which enables managers to map their current (and potential) contributions to preventing and managing expatriate evacuation. From this, several avenues of future research are drawn.

This paper aims to critically examine the post-disaster emergency response amongst marginalised and disadvantaged social groups following the 2015 Nepal Earthquake (7.8 Mw).

A qualitative research method was employed by conducting interviews with disaster survivors from marginalised and ethnic social groups, humanitarian aid workers and government officials in the four districts worst hit by the 2015 Nepal Earthquake.

This research found that community members demonstrated remarkable cooperation in the aftermath of the disaster; however, caste-based discrimination still manifested in post-earthquake emergency environments. Further, this research showed that the engagement of government and local and international humanitarian organisations was noteworthy in the earthquake emergency response in Nepal as it localised relief packages and adapted the assistance corresponding to the fast-changing post-disaster environments. However, some relief materials were culturally inappropriate and climatically unsuitable. This paper also shows that the poor dissemination of relief distribution plans, resource duplication and ineffective targeting disproportionately impacted the oppressed and marginalised households in receiving humanitarian assistance.

Studies have been undertaken on the emergency response to the 2015 Nepal Earthquake, however, few have focussed on the lived experience of marginalised and disadvantaged social groups. Further, this research builds on, and contributes to, the humanitarian mobile sovereignty discourse.

With the rise in demand and adoption of smart city initiatives, it is imperative to plan the railway infrastructure, as it will have a huge positive impact if adequately integrated into the planning process. Given the complexities involved, a whole systems thinking framework provides a useful platform for rail transport planners.

This paper proposes a simple, adoptable framework utilising systems thinking concepts and techniques taking into cognisance the key stakeholders. Milton Keynes in the United Kingdom is the adopted case study.

Selected systems thinking tools and techniques are adopted to develop a framework for mapping stakeholders and attributes when developing sustainable rail transport systems, taking note of their core functionalities and the complex systems wherein they exist.

The desire to build future (smart) cities is to effectively match infrastructural resources with a rapidly growing population, and the railway sector can play a strategic role in building a much more competitive low-carbon-emission transport system, which is a driving force for sustainable development.

The urban rail service has become vital to urban development as railway stations serve as hubs for sustainable mobility to meet local requirements. Moreover, it takes extra effort to input railway development into smart city plans, as it is a herculean task to get governments to focus on it with clarity of purpose in passing legislation.

The developed framework reduces complexities when planning and designing rail transport systems compared to many of the existing reductionist planning approaches. The simplicity of the framework would also make it easily adoptable by a wide range of users.

This study aims to conduct the first original research on mass fatality management in nearly 30 years.

A qualitative research design captured local perspectives within a culturally‐appropriate context to examine roles and responsibilities of government officials within the State of Tamil Nadu and District of Naggapattinam (spellings reflect the most commonly‐used local choice), India. Research data were gathered in the context of the Indian Ocean Tsunami that claimed nearly 300,000 lives across approximately 13 nations.

Local officials and residents faced unprecedented challenges during the hours immediately following the tsunami. These included removing debris that covered bodies, body identification, health and sanitation issues, and the necessity of creating mass graves. The findings identify prior experience with disasters, familiarity with the local area, the quality of pre‐existing networks among officials, a strong desire to rescue those yet living and the presence of linkages between government and non‐governmental organizations as critical factors affecting an expedited management process.

Practical implications include the value of general disaster training that can transcend specific circumstances, the pre‐establishment of mutual aid agreements, strong lines of horizontal and vertical cooperation and inter‐organizational coordination and an understanding of local culture and customs.

The paper contributes to scant social science understanding of mass fatality management processes and furthers a line of inquiry applicable to a wide variety of hazards such as pandemics, terrorism and natural events.

The paper aims to examine the conditions under which disaster entrepreneurship contributes to community-level resilience. The authors define disaster entrepreneurship as attempts by the private sector to create or maintain value during and in the immediate aftermath of a natural disaster by taking advantage of business opportunities and providing goods and services required by community stakeholders.

This paper builds a typology of disaster entrepreneurial responses by drawing on the dimensions of structural expansion and role change. The authors use illustrative case examples to conceptualize how these responses improve community resilience by filling critical resource voids in the aftermath of natural disasters.

The typology identifies four different disaster entrepreneurship approaches: entrepreneurial business continuity, scaling of organizational response through activating latent structures, improvising and emergence. The authors formulate proposition regarding how each of the approaches is related to community-level resilience.

While disaster entrepreneurship can offer for-profit opportunities for engaging in community-wide disaster response and recovery efforts, firms should carefully consider the financial, legal, reputational and organizational implications of disaster entrepreneurship.

Communities should consider how best to harness disaster entrepreneurship in designing their disaster response strategies.

This research offers a novel typology to explore the role that for-profit firms play in disaster contexts and adds to prior research which has mostly focused on government agencies, non-governmental organizations and emergency personnel.

Research evidence developed over more than five decades of research on human responses to disasters shows that those responses are overwhelmingly adaptive and positive. However, despite what is known, myths about disaster behavior persist. These include the assumption that the public will panic during large-scale emergencies and the idea that disasters are best managed through hierarchies of command and control. Following the tragic events of September 11, 2001, these myths are again gaining wide currency even though actual individual, group, and organizational behavior in the World Trade Center disaster directly contradict those assumptions. This is no accident. Beliefs concerning the fragility of the public in the face of emerging homeland security threats are consistent with the perspectives and objectives of organizations that seek to expand their influence in the domestic crisis management arena. These organizational actors, which include the information technology industry, the intelligence and defense establishment, and security think tanks, are generally not familiar with empirical social science research on behavior during disasters and see little value in public participation in the management of newly-recognized threats. Recycled disaster myths support a case for “expertise-based” crisis planning that excludes the public from those activities.

During the past decade, there has been increased attention into bullying behaviours in workplaces. Research to date has varied in design, the definition of what constitutes bullying behaviour, as well as the methods used to collect data and measure bullying incidence and prevalence. Nonetheless, studies demonstrate that bullying is a significant issue, which warrants an increased research focus to develop greater understanding of the concept, its effects and implications in, and for, the workplace. The purpose of this paper is to focus on capturing a range of international and Australian literature regarding workplace bullying behaviours in a health context from a management perspective. As a result, this paper identified the gaps in the literature when expanded specifically to an Australian health context.

The purpose of this review is to summarise the existing literature, both internationally and in Australia which examines workplace bullying behaviours in a health context from a management perspective. This describes the review of the literature on workplace bullying in a health context undertaken from January to April 2014. The “Preferred Reporting Systematic Reviews and Meta-Analyses” method was used to structure the review, which covered a wide range of literature from databases including MEDLINE, Embase, CINAHL and InformIT, as well as reports, and grey literature.

The review included 62 studies that met the inclusion criteria and reported either: factors contributing to workplace bullying, at least one significant example of workplace bullying behaviour or the impact of workplace bullying behaviours in a health context.

There is limited data on workplace bullying behaviours in an Australian health context. The literature supports there is value in future research to develop consistent definitions, policies, procedures and frameworks, which could help to prevent or address workplace bullying behaviours based on work being undertaken internationally.