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The health service response to COVID-19 provided a unique opportunity to build our understanding of the leadership styles in use in managing a crisis event. Existing literature emphasises command and control leadership; however, there has been less emphasis on relational approaches and the behaviours necessary to ensure the agility of the response and minimise the risk of relational disturbances. The purpose of this paper is to understand leadership styles in use, as part of a health service response to COVID-19.

This paper draws on data from semi-structured interviews with 27 executives and senior leaders from a tertiary health service in Australia. The data were analysed using thematic analysis. Notes and examples were coded according to deductively derived criteria around leadership styles and competencies from the literature, while remaining open to emergent themes.

Health system leaders described examples of both command and control and relational leadership behaviours. This dually provided the discipline (command and control) and agility (relational) required of the crisis response. While some leaders experienced discomfort in enacting these dual behaviours, this discomfort related to discordance with leadership preferences rather than conflict between the styles. Both leadership approaches were considered necessary to effectively manage the health system response.

Crisis management literature has typically focused on defining and measuring the effectiveness of behaviours reflective of a command and control leadership response. Very few studies have considered the relational aspects of crisis management, nor the dual approaches of command and control, and relational leadership.

The purpose of this study is to examine how multi-tier suppliers respond to the institutional pressures for the implementation of sustainable supply management (SSM) practices in supply chains, and what institutional logics allow them to do so.

This study employs a qualitative research design, drawing on data from semi-structured interviews with 46 owners and managers of multi-tier suppliers and 18 key informants of diverse stakeholders. Following an abductive approach, institutional theory conceptually guides the analytical iteration processes between theory and interview data.

The findings demonstrate two kinds of thematic responses to institutional pressures – coupling (good side) and decoupling (dark side) of the supply chain – used by the factory management of multi-tier suppliers. This paper also identifies multiple institutional logics – market-led logic, values-led logic and holistic sustainability logic – that are perceived to conflict (trade-offs) and complement (synergies) the SSM implementation.

By investigating the perspectives of the factory management of upstream apparel suppliers, this study enhances the understanding of the connection between (de)coupling responses and institutional logics inside the multi-tier supplier firms. Further research would be required to include more downstream tiers including the ultimate users.

The findings may be of particular attention to brand-owning apparel retailers, industry leaders and policymakers who are seeking to understand multi-tier suppliers' challenges, conflicts and (de)coupling responses, and become aware of how they can be dealt with.

This study contributes to and expands the embryonic research stream of sustainable multi-tier supply chain management by connecting it to the wider application of institutional theory.

The purpose of this paper is to examine how contractor firms manage their relationships with extended supply chain tiers and investigate the range of ICT technologies used to facilitate such practices.

An on-line questionnaire survey was conducted to gather information about supply chain management operations, supplier relationship management and the ICT technologies used by contractor firms to manage their extended supply chain tiers.

The extended supply chain relationships of contractor firms are primarily composed of contractual, technical and financial entities, but findings suggest that the vision to consider extended supply chain firms when selecting suppliers are still myopic. Majority of ICT technologies are used between Tier 1 supply chain firms and there is an inconsistency in the number of technologies adopted with the extended supply chain tiers. Despite having a high involvement relationship with Tier 2 downstream firms, findings indicate a lack of use of ICT technologies to manage the organisational, personal and technological interactions with these firms.

On the basis of different relationship types this study develops an initial framework for management of supply chains that are facilitated by relevant ICT technologies.

This paper provides insights into the management of extended supply chain firms by contractor firms from a relationship-centric perspective and develops an initial framework for relationship-centric supply chain management.

Emergency service departments face changing mission requirements, budget constraints and a demanding work environment. This study examined the perceptions of fire chiefs, officers and firefighters who attended the National Professional Development Symposium on the use of a tiered approach when responding to calls, the continued increase in medical calls and mental health services available to fire service personnel.

This study examined the perceptions of fire chiefs, officers and firefighters who attended the National Professional Development Symposium on the use of a tiered approach when responding to calls, the continued increase in medical calls and mental health services available to fire service personnel.

Survey respondents indicated that they either are currently or would consider using a tiered approach to sending a fire engine and crew or a lighter vehicle to medical or other calls based requirements identified using a tiered approach.

This idea has future implications regarding the vehicle mix of fire stations as administrators seek to meet the needs of the public most effectively. Survey responses also noted the need for mental health services arguing that care seeking firefighters should have the option of getting mental health services within the station or at an external location. Calls involving babies or young children were overwhelming cited as the most difficult. Additionally, 95% of respondents indicated a belief that most firefighters suffer from PTSD.

Recommendations include: A larger scale survey and analysis of first responder perceptions based on this study. Identifying “best practices” of the most effective “tiered response” approaches to deploying emergency services resources to calls. Studying Mental Health services combating PTSD to identify best practices. Lastly, emergency services administrators should consider changes to the “vehicle mix” when equipping or reequipping stations.

Social implications include use of a “tiered response” approach to emergency calls and focusing how best to support the mental health needs of firefighters.

Fire Departments are only beginning to explore the idea of using a tiered response to respond to emergencies. This study identifies both short and long term implications of using a tired approach. A secondary emphasis of this study explores difficult calls and PTSD issues faced by firefighters.

Despite retailers' growing use of lowest‐price refund policies, little is understood about how consumer satisfaction is influenced by them. This paper examines the potential role of market price volatility and store image on consumers' satisfaction of stores offering a lowest‐price refund.

Between‐subject experimental design is used in which subjects are presented with simulated shopping scenarios. In the shopping simulation lowest price refunds are provided to the subjects under different price volatility and store image conditions. Consumer satisfaction is then measured.

Results indicate that when market price volatility is high consumer satisfaction with lowest‐price refunds tends to be significantly higher for stores with a good image than stores with a poor image. As market price volatility increases, consumer perceptions of value increases for stores with a good image, while it declines for stores with a poor image.

The results of the study are limited by the simulated shopping methodology that is used and the absence of field shopping behavior and covariate satisfaction and refund data from retail stores.

Despite receiving the same outcome, different consumers' satisfaction with lowest‐price refunds may be highly influenced by the environment. Generally, both market price volatility and store image influence consumer satisfaction.

By identifying specific market conditions that influence consumer satisfaction with lowest‐price refunds, it may be critical for certain retailers to mobilize their refund programs.

A fundamental aspect of hierarchical loyalty programs is that some consumers get rewards that others do not. Despite the widespread use of such programs, academics have long debated whether these benefits are outweighed by the potential negative impact of the differential treatment of customers. This study aims to extend our understanding, examining the impact of message framing on consumers’ reactions to hierarchical loyalty structures.

Three online studies were conducted. Study 1 uses advertisements to manipulate the message frame’s emphasis (benefits vs status). Study 2 manipulates consumers’ frame of thought by directing their attention to either changes in benefits or status. Finally, Study 3 uses the proposed framework to reconcile contradictory findings from past research.

Low-frequency customers who do not expect to qualify for a superior customer tier tend to reject hierarchical programs when thinking about status. In contrast, when these customers think about concrete rewards, loyalty program messages produce no negative reactions. High-frequency customers are positively affected by communication regardless of the type of benefits framed.

All studies were done online, potentially limiting the external validity of the results. Nevertheless, the impact of message framing on perceptions about the loyalty program seems to be quite robust across different studies and manipulations.

When communicating with low-frequency customers, managers should avoid promising status; customers should instead be motivated based on concrete rewards. High-frequency customers are indifferent to alternative emphasis of communication frames.

Marketing academics have acknowledged the importance of being able to reward top customers without demotivating light and moderate users. This research is the first to provide a solution to this issue.

Implementing sustainable practices in multi-tier supply chains (MTSCs) is a difficult task. This study aims to investigate why such endeavours fail and how MTSC partners can address them.

A single-case study of a global food retail company was used in this study. Semi-structured interviews with the case firm and its first- and second-tier suppliers were used to collect data, which were then qualitatively analysed using thematic analysis.

Major barriers impeding the implementation of sustainability in multi-tier food supply chains were revealed such as the cost of sustainability, knowledge gap, lack of infrastructure and supply chain complexity. Furthermore, the findings reveal five possible solutions such as multi-tier collaboration and partnership, diffusion of innovation along the chain, supply chain mapping, sustainability performance measurement and capacity building, all of which can aid in the improvement of sustainability practices.

Future research should investigate how specific barriers and drivers affect specific aspects of sustainability, pointing practitioners to specific links between the variables that can aid in tailoring sustainability oriented investment.

This research supports managerial comprehension of MTSC sustainability, pointing out ways to improve sustainability performance despite the complex multi-tier system of food supply chains.

The research on MTSC sustainability is still growing, and this research contributes to the debate about how MTSCs can become more sustainable from the perspective of the triple bottom line, particularly food supply chains which face significant sustainability challenges.

The National Intelligence Model, described as a ‘model for policing’, defines a process for setting priorities and a framework in which problem solving can be applied. Its strength is a systematic approach that demands standard products and consistent methods of working, which ensure high levels of ownership and accountability. The problem solving approach can also work within this framework. It provides techniques to assist in analysis and develops the tasking and co‐ordinating mechanism through multi‐agency partnerships, which can deliver more sustainable solutions.

Foreign competition has made the US steel and automobile industries effect decentralization operations to the middle south and west — to rural, low‐paid, non‐unionized labor, and thus maximising profits and increasing management control. All this has led to a reruralization of the US workforce and by selling off operations, profit levels can be enhanced.

The purpose of this paper is to elucidate best approaches for facility radon management in a resource-limited environment such as a public university. Radon exposures are believed to be a risk factor for lung cancer. However, the degree to which typical indoor radon levels within settings such as the university campus contribute to lung cancer risk is controversial. The authors sought to develop a risk-balancing approach to safe and cost-efficient facility radon management.

The authors collected pilot monitoring data to determine radon activity levels at a large public university within a projected high-radon region of the southeastern USA, then reviewed scientific literature, trade literature and regulatory guidance to determine radon risk knowledge and best practices for mitigation. From this body of data and information, the authors determined the safest and most resource-effective means for campus radon management.

The developed program for comprehensive radon management included guidance on building selection for most effective use of monitoring, tiered response and mitigation strategies based on radon activity levels and faculty, staff and student education.

The radon management strategies might not be generalizable to facilities with usage patterns that differ from a public university, and should be extrapolated with caution.

This paper shows how building managers can address indoor radon in a manner that maximizes both safety and cost-efficiency.

This paper fulfills a need for evidence-based and prudent approaches to radon management for campuses with mixed residential, educational and occupational contexts and limited resources.