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Westbrook Farm Home for Boys in Queensland, Australia, existed in various forms for over 100 years. As such, it offers a valuable window into Australian approaches to managing and reforming boys through the twentieth century. The purpose of this paper is to examine its approach to reforming teenage boys during a period marked by a mass escape in 1961. It argues that the reformatory education initially intended was no longer tenable during this moment in history, and that this period represents a breakdown of that approach.

This paper draws on material including newspaper reports, memoirs, and the report of an inquiry into an escape by inmates in 1961. These are analysed in order to construct a picture of the type of reformatory education during this period and the public and official responses to this.

Westbrook Farm Home for Boys was, during this period, an institution attempting to provide a reformatory education at a historical moment when such an education was no longer viewed as appropriate means of addressing the criminal behaviour of youths. This, combined with the leadership of a domineering figure in Superintendent Roy Golledge, led to a culture of abuse, rather than education. The uncovering of this culture was a pivotal moment in the transition of Westbrook into an institution explicitly dealing with criminal youths.

No academic work relating to this moment in Westbrook’s history has been previously published.

Labor management cooperation, and the adoption of high-performance work systems (HPWS), are central topics in recent industrial relations research, with much emphasis given to “best-practice” success stories. This paper uses a case study analysis, relying on conventional, and oral history interviews, to explore why managers, union leaders, and workers in two Maine paper mills rejected the cooperation and the HPWS model. It explores how local history and culture, regional factors like the dramatic International Paper (IP) strike in Jay, Maine, instability in industry labor relations, management turnover, and instability in corporate governance contributed to these two mills’ rejection of Scott Paper Corporation's “Jointness” initiative during the period from 1988 to 1995. The study argues that intra-management divisions blocked cooperation on the management side, and that the Jay strike created a “movement culture” among Maine's paper workers, who developed a class-conscious critique of HPWS as a tactic in class warfare being perpetrated by paper corporations.

This paper aims to report the results of an empirical study examining the operational, environmental and social sustainability performance impact of supply chain integration (SCI) width and depth in the form of coordinative and collaborative SCI.

A questionnaire was sent to operations managers located in India. The data collection effort was part of the International Manufacturing Strategy Survey. Following the approaches by Frohlich and Westbrook (2001) and Schoenherr and Swink (2012), cluster analysis and analysis of covariance methods were conducted.

This study supports previous studies proposing that wider SCI including customers and suppliers positively impact on performance. The authors also shed light on previous contradictory results, illustrating that different level of SCI depth (i.e. coordinative and collaborative practices) lead to different operational and sustainability performance outcomes. Thus, challenging the view of the general SCI-performance improvement hypothesis.

Although research on SCI has advanced over the past years, there is still controversy about the SCI–performance relationship. Through considering SCI depth in terms of coordinative and collaborative practices, the authors provide a more nuanced view on its potential performance benefits. Therefore, this paper will be beneficial for supply chain managers considering SCI and future supply chain management research.

Purpose: The purpose of this chapter is to examine women’s college alumnae’s gender panics surrounding transgender admittance policies and negotiations on how to define the boundaries of the alumnae community in moments of these panics.

Methodology/Approach: I explore these negotiations by conducting a modified grounded theory approach of online discussion threads of one women’s college alumnae Facebook group from 2013 to 2016. These threads (39 threads; 2,812 comments) discuss transgender admissions policies at women’s colleges and the definition of woman more broadly.

Findings: I outline three strategies that define who belongs to a women’s college community in response to peers’ gender panics. First, I discuss the ways in which alumnae “call out hate” and label exclusionary peers as Trans Exclusionary Radical Feminists (TERFS). Second, I discuss the negotiated boundaries of who is included within the women’s college community. Finally, I focus on the recommended suggestions and expectations for fellow alumnae to be allies toward their trans peers.

Social Implications: These findings imply that feminist boundary negotiation is not only simply based on external threats, but can also be debated among members within the community.

Originality/Value of Study: This study highlights the nuances and strategies of boundary construction in regards to the social category of woman. I propose that researchers expand theorizations of gendered boundary negotiation to consider the ways in which boundaries are drawn not only as a form of panic and exclusion but also as a response to such panics to promote inclusivity and diversity.

The purpose of this paper is to derive a model to examine how Information Technology (IT) capability affects internet-enabled supply and demand process integration, which will eventually improve firm performance. In addition, the moderating effects of industry type in the research framework are explored.

Data were obtained from a survey administered to 261 firms in the manufacturing and services industry in China. The structural equation modeling approach is used to test the hypotheses. The study further applied the t-test to compare the path coefficiencies between manufacturing and service.

Results from the survey indicate that internet-enabled supply and demand process integration is affected by IT capability, and can directly impact firm performance. The results further indicate that manufacturing and services firms may benefit from IT capability in different ways.

The current paper contributes knowledge on the value-realizing mechanism of internet-enabled supply chain integration (SCI) from a resource-based view. It presents a multidimensional explanation of the relationships among IT capability, internet-enabled SCI, and firm performance.

All hypothesized relationships were significant. Specifically, H1 was supported as disconfirmation and surprising consumption were significantly correlated. Moreover, arousal (H2) and outrage (H4a) were functions of surprising consumption and negative affect (H3) and outrage (H4b) were functions of arousal. H4c was also supported as negative affect had a significant direct effect on consumer outrage. In addition, disconfirmation had negative direct effects on both negative affect (H5) and dissatisfaction (H6a) and dissatisfaction was a function of negative affect. Finally, both outrage (H7a) and dissatisfaction (H7b) had significant negative effects on behavioral intentions.

Respondents were recruited to participate in the data collection in a “college town” in the Southeastern United States. Respondents were provided a paper and pencil data collection instrument that include complete survey instructions and the balance of the research design. To adequately test all hypotheses, the researchers developed a unique scenario that described an extreme service failure that takes place during a hotel check-in. Each respondent was asked to read the scenario and then reflect upon it as they responded to items that assessed their feelings toward the hotel check-in experience.

The results provide additional evidence in support of the existence of the satisfaction-dissatisfaction continuum, as well as specifically identifying the affective nature of levels of satisfaction that fall surprisingly well-below the zone of tolerance. The authors feel that the present study is a necessary step to provide a more comprehensive view of the satisfaction-dissatisfaction continuum. Likewise, the authors posit initial evidence of the antecedents and consequences of consumer outrage. This research supports the prior assumptions of Westbrook (1987) about the vast detrimental effects of negative affective responses to service or product failures.

Future research needs to discover just how extremely deficient service has to be to elicit outrage. Is outrage a personal phenomenon with every consumer experiencing it to different degrees? As such, is outrage triggered at different points on the satisfaction-dissatisfaction continuum? The zone of tolerance seems to suggest this, but it would be interesting to discover if at some collective level of dissatisfaction consumers generally begin to show signs of outrage. Likewise, it would be interesting to understand how the level and pattern of outrage results in customers exiting the relationship but also results in loyal customers becoming enemies (e.g. Gregiore et al., 2009; Gregiore and Fisher, 2008).

The motivation for the current study is both pragmatic and theoretical. As alluded to above, it is evident that the level of service customers’ emotional responses to their service experiences are increasing in frequency and intensity. These negative emotions affect the efficacy of service workers and impede the financial performance of service providers. The popular mantra of “anti-woke” consumers, “Go Woke, Go Broke,” is indicative of the importance of negative emotion. Sometimes referred to as “brand activism” (Moorman, 2020; Sarkar and Kotlet, 2019), recent public stances on social and political issues have led to a boycott of Gillette razors, the burning of Nike shoes, and the canceling of Costco Memberships in what has been called “virtue signaling” (Vredenburg et al., 2020). While none of these actions are desirable, the importance of investigating the impact of strong negative emotions (i.e. outrage) is further demonstrated in reports that 65% of consumers expect companies to authentically support such issues (Barton et al., 2018; Edelman, 2018; Larcker and Tayan, 2018; Moorman, 2020).

Dewey, through his contributions to pragmatism (America’s sole original philosophy), has long been considered relative to symbolic interactionism (SI), which emerged from that philosophy. His impact on SI, while falling short of those of Mead and Cooley, has mainly come from (and has been limited to) concepts and insights developed in Human Nature and Conduct: An Introduction to Social Psychology (1922/1957) and his earlier, seminal, article, “The Reflex Arc Concept in Psychology,” published in 1896 during his tenure at the University of Chicago (1894–1904). SI, however, has wrongly ignored Dewey’s political theory, especially his concept of domination. In order to rectify this inattention, I summarize the social and historical contexts that motivated Dewey’s turn toward domination; outline the radical nature of his political theory; illustrate similarities of his political theory with Marx’s; expatiate on his concept of domination, including his argument for social practices to reduce surplus domination; and explicate the theoretical and political implications of taking his political theory seriously.

Purpose: In this chapter, I analyze proceedings from 2015 when the Court of Arbitration for Sport (CAS) was asked to determine whether Dutee Chand, an Indian sprinter, could compete as a female athlete. Excluded on the basis that her naturally high testosterone levels conferred an unfair athletic advantage, Chand argued that existing policies in international sport were scientifically flawed. The purpose of the analysis is to examine whether the case led to a shift in the gender politics of sport, law, and science.

Methodology/Approach: I present a textual analysis of the arbitral award document, drawing on feminist methodology to identify where and how the adjudicating panel’s assessment of the case was gendered.

Findings: The CAS decision defined the right to compete as primarily a matter for science to decide, in the process obscuring the gendered and tilted playing field upon which scientific knowledge production takes place. Furthermore, the right to unconditional recognition as a woman was reduced to science alone.

Social Implications: My analysis reveals that Chand’s victory is a precarious one, with binary and biologized models of sex and gender prevailing when the institutions of sport, law, and science determine the policy boundaries of “fair play” for female athletes.

Originality/Value of Study: This chapter shows how the institutions of sport, law, and science work together to determine gender. As a consequence, even feminist versions of the biology of sex difference risk reifying the authority of science as the dominant knowledge form within the institutional spaces of sport and law.

Different authors suggest that personal values (as opposed to economic values of objects) are important antecedents of service satisfaction. This paper seeks to investigate empirically two specific processes that relate personal values to satisfaction with (financial) services (the value percept disparity model and the (value) disconfirmation model).

The paper generalizes both models into a new value disparity‐disconfirmation model, providing testable conditions to evaluate and compare the validity of the original models. The paper specifies the model in terms of hierarchical linear models and assesses their empirical fit with data on 18 bank branches.

The results of the study best support the value disconfirmation model. Furthermore, the paper shows that in the research's setting of a financial service provider the external dimension of values is more instrumental in predicting satisfaction than the internal dimension.

Since only a single service setting has been studied and a limited number of values have been focused on at one particular moment in time, the authors are hesitant to generalize the results beyond the scope of this study.

Employee values are clearly associated with customer satisfaction. In fact, irrespective of their own values, customers do not seem to appreciate it when employees have values that differ from their own. Moreover, external values are more important than internal values in explaining satisfaction.

The paper is an empirical test of which model (the value percept disparity model or the value disconfirmation model) is better in explaining customer satisfaction, thereby providing conceptual clarity, theoretical parsimony and practical implications of the impact of personal values on satisfaction.