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In 1998 and 1999, the Office of Student Financial Assistance of the Department of Education and the Patent and Trademark Office of the Department of Commerce, were designated as Performance-Based Organizations (PBOs), respectively. This paper examines the transformation progress of the agencies, as they attempt to convert to high-performing organizations by utilizing and establishing new and more flexible systems of performance-oriented business practices and processes.

The paper compares and contrasts the different approaches and tools used to improve management and organizational performance, as well as concentrate on human resources, procurement, budget, customer service, and internal controls. The document explores whether or not these agencies have improved their performance as a result of these flexibilities and examines the organizational and cultural challenges encountered as the agencies move from a restrictive and bureaucratic system, to a more liberal system of management and internal controls.

The Performance-Based Organizations (PBOs) concept is to have federal agencies focus on the customer, deliver high quality products, and devise more efficient operations. Therefore, the paper further examines whether or not the PBO legislation has been effective in changing the performance of federal organizations by granting administrative and managerial flexibilities aligned with corporate (agency) strategies, performance, and pay.

There has been an increased frequency of leadership courses being taught online. Scant research exists that describes effective practices for teaching leader ship online. This application brief describes an assignment, the “Real Life Leader in the Mirror” given to undergraduate students in an online personal leadership course as an end of course final project. In this assignment, students synthesize leadership concepts by comparing and contrasting their personalities, interests, beliefs, and capacities with a leader in the media. Through this assignment, students demonstrated the leadership competency of self-awareness and development. Specifically, students articulated knowledge of self, an understanding of self, the value of understanding self, ability to understand self, and the behavior of actually enhancing their understanding of self through this assignment.

The objective of this chapter is to discuss how different techniques in Regional Science and Peace Science and the emerging techniques in Management Science can be used in analysing Disaster Management and Global pandemic with special reference to developing countries. It is necessary for me to first discuss the subjects of Disaster Management, Regional Science, Peace Science and Management Science. The objective of this chapter is to emphasise that the studies of Disaster Management should be more integrated with socioeconomic and geographical factors. The greatest disaster facing the world is the possibility of war, particularly nuclear war, and the preparation of the means of destruction through military spending.

Utilising data from 18 in‐depth case studies, this study seeks to explore training, development and human resource development (HRD) practices in European call centres. It aims to argue that the complexity and diversity of training, development and HRD practices is best understood by studying the multilayered contexts within which call centres operate. Call centres operate as open systems and training, development and HRD practices are influenced by environmental, strategic, organisational and temporal conditions.

The study utilised a range of research methods, including in‐depth interviews with multiple stakeholders, documentary analysis and observation. The study was conducted over a two‐year period.

The results indicate that normative models of HRD are not particularly valuable and that training, development and HRD in call centres is emergent and highly complex.

This study represents one of the first studies to investigate training and development and HRD practices and systems in European call centres.

Wonders whether companies actually have employees best interests at heart across physical, mental and spiritual spheres. Posits that most organizations ignore their workforce – not even, in many cases, describing workers as assets! Describes many studies to back up this claim in theis work based on the 2002 Employment Research Unit Annual Conference, in Cardiff, Wales.

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

The purpose of this paper is to demonstrate the importance of social networks, and the social capital embedded in them, to secure employment if someone had become unemployed after the age of 50 years and to reveal the process of accessing and mobilising that social capital.

A case study of a Scottish labour market was undertaken which involved an interview-based survey of those who became unemployed in their early 50’s and tried to regain employment. The interview had structured and unstructured parts which allowed both quantitative and qualitative analysis to compare those who were successful in regaining work with those who were not. The uniqueness of the paper is the use of social network components while controlling for other socio-economic and demographic variables in job search of older workers.

Those older people who were unemployed and, returned to employment (reemployed) had a higher proportion of contacts with higher prestige jobs, their job searching methods were mainly interpersonal and the rate of finding their last job via their social networks was higher than those who remained unemployed. Both groups mobilised social capital (MSC), but those reemployed accessed higher “quality” social capital. “Strong ties”, rather than “weak ties”, were found to be important in accessing and mobilising social capital for the older workers who returned to employment.

This work is limited to a local labour market and is based on a small but informative sample. However, it does show that policy is required to allow older people to enhance their social networks by strengthening the social capital embedded in the networks. The results support the use of intermediaries as bridges to help compensate for older people who have weak social networks. Besides the policy implications, the paper also has two distinct research implications. First, the use of social network component to the existing literature of older workers’ job search. Second, exploring the type and relational strength with network members to explain older workers’ reemployment.

The paper illustrates that how accessed and MSC can be measured.

As populations age, this work points to an approach to support older people to re-enter employment and to include them in society.

The paper extends social network and employment literature to fill gaps on how older people require to both access and mobilise social capital. The importance of “strong ties” in the reemployment of older workers contrasts with much of the literature on younger workers where the “strength of weak ties” so far has been regarded as essential for successful job search. Measures are forwarded to reveal the relevance of social capital. The policy value of the work is in suggesting ways to facilitate older people re-enter or remain in work and hence sustain their well-being.

The purpose of this paper is to provide a better understanding of what well-being means to children in the food context and to formulate recommendations about the way food retailers may take actions to promote children’s food well-being (FWB).

A qualitative study based on a child-centric perspective is conducted with 25 French children aged 6–11 years. The data collection and analysis use both verbal and graphic data methods including focus groups and drawings in order to help children express their feelings and thoughts.

The findings put forward that according to children, the concept of FWB relies on five dimensions: sensory taste, health, commensality, empowerment and altruistic behaviours. Their discourses suggest that food practices contributes to objective, hedonic, eudaemonic and social well-being on the short and long term.

Based on children’s intrinsic needs for pleasure and empowerment, our recommendations highlight how food retailers might rethink their own-label offering, retail environment and communication to take into account young consumers’ FWB.

Drawing upon the concept of FWB and positive psychology, the authors do not only examine children’s food representations through a nutritional lens, but enlarge the scope to show how physical, emotional, psychological and social factors, involved in food context, contribute to different aspects of well-being.