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1 – 10 of 58David E. Bowen, Raymond P. Fisk, John E.G. Bateson, Leonard L. Berry, Mary Jo Bitner, Stephen W. Brown, Richard B. Chase, Bo Edvardsson, Christian Grönroos, A. Parasuraman, Benjamin Schneider and Valarie A. Zeithaml
A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of…
Abstract
Purpose
A small group of pioneering founders led the creation and early evolution of the service research field. Decades later, this article shares timeless service wisdom from ten of those pioneering founders.
Design/methodology/approach
Bowen and Fisk specified three criteria by which to identify a pioneering founder. In total, 11 founders met the criteria (Bateson, Berry, Bitner, Brown, Chase, Edvardsson, Grönroos, Gummesson, Parasuraman, Schneider and Zeithaml) and were invited to join Bowen and Fisk – founders that also met the criteria as coauthors. Ten founders then answered a set of questions regarding their careers as service scholars and the state of the field.
Findings
Insightful reflections were provided by each of the ten pioneering founders. In addition, based on their synthesis of the reflections, Bowen and Fisk developed nine wisdom themes for service researchers to consider and to possibly act upon.
Originality/value
The service research field is in its fifth decade. This article offers a unique way to learn directly from the pioneering founders about the still-relevant history of the field, the founders' lives and contributions as service scholars and the founders' hopes and concerns for the service research field.
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Drawing on a framework of person-organisation fit (POF) theory, this paper aims to understand how organisations can establish and maintain sustainable early-career talent…
Abstract
Purpose
Drawing on a framework of person-organisation fit (POF) theory, this paper aims to understand how organisations can establish and maintain sustainable early-career talent pipelines. Research question one asks, “How do graduates feel that organisations can attract early-career talent?” Research question two asks, ‘What can employers learn from graduate perspectives about the retention of early-career talent?
Design/methodology/approach
Twenty-eight graduates from UK universities participated in semi-structured interviews in early 2022. Cohort one was composed of 15 individuals who graduated in 2008. Cohort two was composed of 13 individuals who graduated in 2020.
Findings
The findings identified two themes associated with attracting early-career talent: “Company Culture” and “Supply and Demand”. However, 2020 graduates prioritised the job role and job security, whereas 2008 graduates prioritised job location and commute duration. Three additional themes were related to the retention of early-career talent: “Career Progression”, “Health and Well-being” and “Remuneration”. Findings also highlighted how POF could evolve over time, whereby retention can be beneficial or detrimental to either party.
Practical implications
The study identifies pragmatic approaches to attracting and retaining early-career talent and understanding how graduates' views on POF evolve over time.
Originality/value
The study extends POF research and bridges the shared sustainability themes of “person”, “context” and “time” from vocational behaviour and HRM literature streams.
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Volker Stocker, William Lehr and Georgios Smaragdakis
The COVID-19 pandemic has disrupted the ‘real’ world and substantially impacted the virtual world and thus the Internet ecosystem. It has caused a significant exogenous shock that…
Abstract
The COVID-19 pandemic has disrupted the ‘real’ world and substantially impacted the virtual world and thus the Internet ecosystem. It has caused a significant exogenous shock that offers a wealth of natural experiments and produced new data about broadband, clouds, and the Internet in times of crisis. In this chapter, we characterise and evaluate the evolving impact of the global COVID-19 crisis on traffic patterns and loads and the impact of those on Internet performance from multiple perspectives. While we place a particular focus on deriving insights into how we can better respond to crises and better plan for the post-COVID-19 ‘new normal’, we analyse the impact on and the responses by different actors of the Internet ecosystem across different jurisdictions. With a focus on the USA and Europe, we examine the responses of both public and private actors, with the latter including content and cloud providers, content delivery networks, and Internet service providers (ISPs). This chapter makes two contributions: first, we derive lessons learned for a future post-COVID-19 world to inform non-networking spheres and policy-making; second, the insights gained assist the networking community in better planning for the future.
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Brian L. Bourdeau, J. Joseph Cronin, Daniel T. Padgett, Clay M. Voorhees and Kimberley White
All hypothesized relationships were significant. Specifically, H1 was supported as disconfirmation and surprising consumption were significantly correlated. Moreover, arousal (H2…
Abstract
Purpose
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.
Design/methodology/approach
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.
Findings
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.
Research limitations/implications
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).
Originality/value
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).
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Oswald A. J. Mascarenhas, Munish Thakur and Payal Kumar
“The unexamined life is not worth living,” said Socrates. That is, without critically inquiring into the knowledge of life, which is well-being and valuable, life is not worth…
Abstract
Executive Summary
“The unexamined life is not worth living,” said Socrates. That is, without critically inquiring into the knowledge of life, which is well-being and valuable, life is not worth living. Critical thinking questions existing theories and their unexamined and obsessive assumptions and generalizations, constraints, and the so-called “best” practices of the prevailing system of management and tries to replace them with more valid assumptions and generalizations that uphold the dignity, uniqueness, and inalienable rights of every individual and the community. In our diverse and pluralistic cultural environment, the promise of a truly generative dialogue among occidental (western) and oriental (eastern) cultures and civilizations holds great hope for the future. Critical thinking can facilitate this dialogue such that all of us have a meaningful place in this universe. In this chapter, we explore introductory working definitions of critical thinking so that we can early enough understand its demanding domains, moral calls, and ramifications in its current critical applications. Specifically, in Part I, we examine the structured layers of our thinking and reasoning to dismantle them progressively, and in Part II, in support of our claims, we explore complexity and chaos theories as a new resource for critical thinking.
Since the 1970s and 1980s, subsequent waves of so-called ‘new immigration’ have arrived in the United States and Europe. In the United States, this immigration started with the…
Abstract
Since the 1970s and 1980s, subsequent waves of so-called ‘new immigration’ have arrived in the United States and Europe. In the United States, this immigration started with the arrival of immigrants and asylum-seekers from Mexico, Central America and Asia. In Europe, the trend began with the influx of Turkish and Moroccan immigrants and continues today with the ongoing refugee crisis. Anti-immigrant politicians on both sides of the Atlantic have adopted exclusionary and often xenophobic rhetoric to further their policies, arguing that these new immigrants and their children cannot assimilate into Western society. A literature review reveals why the classical linear theory of second-generation assimilation is no longer relevant and proposes the contemporary segmented assimilation and comparative integration context theories developed by US and European researchers. A presentation of the findings of two state-of-the-art studies – the CILS project for the United States context and the TIES project for the European context – provides empirical evidence that, despite undeniable obstacles, the new second generation can assimilate into Western education systems and labour markets. Nonetheless, gaps in the existing literature also suggest the need for further research to create a more generalisable theory of second-generation assimilation before appropriate policy measures can be implemented.
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Volker Stocker, Jason Whalley and William Lehr
Besides the widespread harm and dreadful impact COVID-19 has caused, it brought about change. Interpreting the pandemic as a ‘change agent’, it is possible to observe how it…
Abstract
Besides the widespread harm and dreadful impact COVID-19 has caused, it brought about change. Interpreting the pandemic as a ‘change agent’, it is possible to observe how it accelerated the use of digital technologies, facilitating the migration of many activities to the virtual sphere and thus changing the interaction between the physical and virtual worlds. Although the pandemic accelerated the diffusion and adoption of digital technologies, allowing many to avoid or reduce the harms caused by the pandemic, not everyone benefitted to the same extent. The pandemic exacerbated existing digital divides while creating new ones, simultaneously elevating important policy debates regarding digital infrastructure and inclusion policies.
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Rachel Wease, Trevor Croft, William McGovern and Ruth McGovern
Involving People with Lived Experience (PwLE) in the development and delivery of teaching provides a more in-depth insight and authenticity to students learning about important…
Abstract
Involving People with Lived Experience (PwLE) in the development and delivery of teaching provides a more in-depth insight and authenticity to students learning about important social concerns like substance use. Involving PwLE is recognised as an approach to teaching and collaboration which is beneficial for those involved as learners and (if done correctly) for those who gift their time to sharing their opinions and experiences. More is known within the literature about the benefits for academics and students in relation to involving PwLE in the development, design, and delivery of teaching, less is known about how PwLE experience their involvement and how they prepare for their involvement in the process. In this reflective chapter, we utilise our own collective experiences of working with and/or supporting the involvement of PwLE in the development of teaching resources and teaching practices. The reflections contained here are based upon own highly subjective experiences of working with and supporting PwLE to get involved in the development of resources and delivery of teaching content. From these reflections, we hope that you the reader is able to understand more about how PwLE and this will encourage you to become engaged with this process. In doing so, we hope you also gain some insights into your own teaching practices and learning needs.
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William Obenauer and Shafagh Rezaei
Replication is essential to science for the purpose of (1) updating previously accepted knowledge and (2) testing the boundary conditions of this knowledge. Although Bader et al…
Abstract
Purpose
Replication is essential to science for the purpose of (1) updating previously accepted knowledge and (2) testing the boundary conditions of this knowledge. Although Bader et al.’s (2018) impactful paper on gender harassment experienced by expatriates was only published five years ago, there have been two relevant exogenous shocks to the environment since they collected their data, making this study an excellent target for replication.
Design/methodology/approach
Three-hundred ninety-one expatriates who were currently working in 79 different countries completed an electronic survey that included scales for gender harassment, ethnicity harassment, general stress, frustration and job satisfaction. Data were analyzed using partial least-squares structural equation modeling (PLS-SEM) in Stata17.
Findings
Consistent with prior research, gender had a significant relationship with workplace gender harassment (ß = 0.228, p < 0.001) such that males experienced lower levels of harassment than other expatriates. The relationship between race/ethnicity and experiences of ethnicity harassment was dependent upon model specification. Workplace harassment had a negative relationship with job satisfaction (gender harassment, ß = −0.114, p = 0.030; ethnicity harassment; ß = −0.146, p = 0.002) and a positive relationship with frustration (gender harassment, ß = 0.231, p < 0.001; ethnicity harassment, ß = 0.213, p < 0.001).
Originality/value
Using a larger, more diverse sample than that used in prior research, the authors were able to test the generalizability of accepted knowledge. While the authors replicated many findings identified in prior research, they failed to replicate the effects pertaining to the relationship between macro-level variables and experiences of harassment. Given that macro-level variables play a key role in status construction theory (SCT), this research raises important questions for future work.
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Loneliness is widely prevalent in modern society. Despite the growth in studies, very limited studies so far have attempted to systematically review the literature. This study…
Abstract
Purpose
Loneliness is widely prevalent in modern society. Despite the growth in studies, very limited studies so far have attempted to systematically review the literature. This study aims to consolidate the antecedents of loneliness by reviewing the literature.
Design/methodology/approach
The systematic literature review method is adopted to identify the antecedents. Full texts of each article were taken for analysis which was published from 2002 to 2022. Multiple databases were examined and total of 60 articles were included for systematic literature review.
Findings
The study presents the descriptive analysis of the articles. Also, the paper thematically presents the key antecedents of loneliness in three themes (a) Loss of love, (b) Individual cognitive and personal factors and (c) Childhood experiences and parenting practices. The study also highlights the moderating effect of demographic factors and lifestyle changes.
Originality/value
The current study is the first systematic literature review to present the antecedents of loneliness. The study contributes by offering an enhanced understanding of loneliness. Also, the study presents contemporary understanding of loneliness and proposes a conceptual framework. The findings are useful to academicians as well as policymakers.
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