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In this first chapter of the book, we present our perspective of the cultural sector along with the terminological choices we have made. Subsequently, we provide a brief literature review on issues of accessibility, diversity, equity, and inclusion (ADEI) in the cultural sector. Finally, we outline the structure of the book, which is divided into five sections. The first four sections group chapters that discuss ADEI initiatives in specific sectors. The first section focuses on the performing arts sector and includes three chapters presenting cases from a theater, the opera sector, and a dance organization. The second section delves into the music sector, with four chapters covering cases from an orchestra, the electronic music sector, musicians from South Africa, and hip hop in Haiti. The third section comprises three chapters presenting cases from the visual arts sector, including Canadian and Chilean museums and a cultural organization. The fourth section explores the events sector, presenting three chapters, two of which discuss festivals and one focuses on the Super Bowl. The final section presents two chapters not tied to a specific discipline. The first chapter shares an experience of teaching ADEI in art in Taiwan, while the second chapter deals with policies related to ADEI from a federal cultural administration in Canada.

This case study allows students to appreciate the value of standard operating procedures in customer management. This case study emphasises the role of employees in delivering superior customer experience. This case study explores many facets of customer experience, reputation, social class membership and standard operating procedures (SOPs). Students will be able to apply theories of customer experience, behavioural psychology and service dimensions relevant to the airline industry. After completing this case study, students will be able to do the following:1. Evaluate the value of SOPs in Customer ManagementThis case study refers to the need for adhering to SOPs to deal with complex situations. Students will be able to evaluate whether compliance to SOPs could have helped Air India avoid the crisis or was it possible that a culture of absolute commitment to customer wellbeing could have prevented the crisis.2. Apply the theory of defensive attribution in customer grievance handling. Discuss if reducing customer effort in getting their problem solved can result in superior customer service.The victim had attributed the blame for not insisting on filing a complaint to the crew. Air India crew had defended their actions or lack of it by stating that they had followed the rule book. Students will be able to appreciate the need for a swift redressal mechanism to protect the self-image and self-esteem of the person/group involved. They will also understand that customer service interactions designed to solve customer problems swiftly and easily can be a very simple dictum to guide all employees in their decision-making while handling a customer complaint.

3. Evaluate the relationship between customer satisfaction and customer experience and examine the value of net promoter score (NPS) to study customer satisfaction.

Air India Airlines was catering to varied customer groups such as the Indian diaspora, large student population pursuing education abroad, first-time flyers and the rising middle class with travel aspirations. Customer expectations vary across segments and change over their lifetime. Airline staff must trace customer corridors and deliver on customer expectation across the touch points that matter to them to ensure meaningful and relevant service delivery. Students will have an opportunity to evaluate the NPS in measuring customer satisfaction and debate whether it is a sufficient metric to guide the organisation on delivering and monitoring customer experience.

4. Examine why reputation risk management and not crisis management should be the focus of Air India in delivering superior customer service because nearly 70%–80% of market value for a company comes from its intangible assets such as brand equity and reputation.

Students will discuss crisis management i.e. handling the threat to reputation after it has occurred and reputation risk management i.e. proactively managing potential threats to its reputation by taking timely actions to avoid or mitigate it. There are three factors (reputation reality gap, changing beliefs and expectation and weak internal coordination) that determine reputational risks. Students can evaluate this model to determine if Air India should address these three factors to manage its reputation proactively.

This case study is set around an incident that happened on 26 November 2022, on Air India flight bound for Delhi from New York when an inebriated 34-year-old man had peed on a 72-year-old woman. The perpetrator of the crime had walked free, and the victim was left dissatisfied with how the cabin crew had handled her ordeal. Air India Airlines was launched in 1932 by industrialist JRD Tata and nationalised in 1953. In 2021, Tata Group acquired the 90-year-old Air India from the Government of India for $2.4bn (INR 18,000 crore) and appointed Campbell Wilson as chief executive officer and managing director. The incident brought to the fore the customer management issues that Wilson had to address. First on the list of Air India’s turnaround plan was delivering “exceptional customer experience”. How was it going to achieve it because the Indian aviation ecosystem lacked infrastructure such as airports, airspace, competition and customer preference-based services? There was also shortage of pilots, engineers, technicians, air-traffic controllers and technocrats to occupy positions within security agencies and regulatory bodies. With Air India’s acquisition, the Tata Group had to find innovative solutions to deal with decades of internal neglect, non-performance and labour union problems. This case study is relevant to address real issues of customer experience, consumer psychology, reputation risk management and standard operating procedures in service management.

This case is suitable for both undergraduate and postgraduate level students of business management. It can also be used for training service personnel of aviation industry.

Teaching notes are available for educators only.

CSS 8: Marketing

Food waste is a challenging and vital issue in the world today. Despite the fact that agricultural technological advancements have effectively improved food production, one-third of worldwide produced foods are being lost or wasted. The fact that large volumes of food are produced but not consumed by humans has serious environmental, social and economic consequences. However the issue of food waste has drawn attention in the last 10 years both in academic and social fields. Under the background, this study aims to examine whether the countries having high agriculture as well as per capita incomes are responsible for food waste or not. The study uses the data on food waste out of export and import channels across the world’s selected 20 countries having about 70 per cent contribution to food waste. Using the period 1971–2019, the study finds that food waste is associated with agriculture as well as per capita incomes of the developing and developed countries, positive for majorly developing countries and negative for majorly developed countries. The time series analysis involving food waste, per capita agriculture income and per capita income as the indicators, the study finds that there are long-run relations; among them across many countries implying countries having high incomes are responsible for food waste in most cases due to their food preference, although having good infrastructural facilities for preservation of foods.

Canadian organizations started addressing workplace bullying and harassment in the 1990s. Proactive organizations have written policies, trained managers and employees, created a complaint process and conducted surveys. The objective of this study is to examine how effective these efforts by Canadian organizations have been.

Data for this research were collected through a survey administered to employees in Canadian workplaces (n = 1,000), including managers (n = 461). A stratified sample was used to facilitate a good representation of region, age, gender, sector and occupational level of working Canadians.

The survey indicated that some Canadian organizations continue to be negligent in addressing workplace bullying and harassment and that the problem is particular to large organizations, young employees and the private sector.

The survey identifies that some Canadian organizations are still negligent in addressing workplace bullying and harassment. The problem is particular to large organizations, young employees and the public sector.

Senior and middle-level managers need to be aware that workplace bullying and harassment continue to occur in their work environment. Further, given that managers at times defer excessively to authority, the human resource (HR) department has a vital role in addressing workplace bullying and harassment. HR needs to establish a reputation among employees that their complaints will be taken seriously, and corrective actions will be taken.

This study examined the nature of workplace bullying and harassment in the Canadian context. The study found that organizations are still neglecting issues of workplace bullying and harassment and that there is a disconnect between what employees are experiencing and what senior management is professing is the situation. This disconnect is a continued liability for organizations.

This chapter offers empirical evidence of the contribution of a local and popular festival to diversity and inclusion in the hosting territory. With this in mind, three impacts (economic, social, and cultural) are determined and measured from the triple perspective of the creation of value of cultural assets. We show the case of the XXII edition of the Petronio Álvarez Pacific Music Festival held in the city of Cali (Colombia) from August 15th to 20th, 2018. The estimates were taken from three sources: (i) an input–output model adapted for the economy of the city of Cali, (ii) A face-to-face survey of 1,030 festival attendees over 18 years old, and (iii) A face-to-face survey of a representatives of each of the 173 business positions that took part in the Festival (e.g., handicrafts, musical instruments, traditional beverages, cuisine, hairstyles, and cosmetics). The results show that the festival: (i) generates inclusive material wealth, which is measured through income and employment for Afro-colombian communities, traditionally marginalized and economically disadvantaged; (ii) is shown as an opportunity to promote intercultural dialogue and diversity for the local community and tourists; and (iii) the community attending the festival (both locals and tourists) contribute to the cultural enrichment of the territory. The applied method might be replicated for other festivals case of studies in other countries in order to generate evidence that can be used for designing cultural policies which encourage diversity and equity in a specific territory.

How do participants navigate the sexual politics of multiracial dating and how does this relate to belonging? The results of this study illustrate that the 21 participants interviewed faced internal and external struggles and triumphs due to their mixed-race identity. For participants, trying to situate themselves into just one racial identity when they straddled both became a point of contention with romantic partners and themselves. Moreover, participants struggled with feeling like they were “enough” and if they belonged. Furthermore, mixed-race women and non-binary people were forced to navigate the racial expectations of others as well as the fetishization of their mixed-race identity. In turn, this impacted confidence levels, self-esteem, and sense of belonging and authenticity. The findings contribute to research on desirability and critical mixed-race studies by examining how mixed-race women and non-binary people perceive their own desirability.

Theories are crucial for addressing research questions and advancing the boundaries of knowledge. However, in the field of strategic management, the existence of diverse schools of thought from various disciplines, including economics, politics, and sociology, poses significant challenges for researchers seeking to develop theories for argumentation and theorization. In this study, we have conceptualized a novel approach to selecting an appropriate theory for addressing specific research questions.

Thought experiment, disciplined imagination, and a conceptual examination of a diverse set of theories.

Because the central focus in the field of strategic management revolves around how firms achieve sustainable high performance, a research question should initially clarify the fundamental phenomenological issues it aims to address. Subsequently, the process of problematization should identify the ontological assumptions and premises that establish a connection between the research question and existing theories. Finally, the identification and abstraction of rhetorical concepts derived from these assumptions and premises lead to theory selection criteria, namely connectedness, reliability, parsimoniousness, and falsifiability.

Although we believe that our model for theory selection is generalizable to a wide range of management disciplines, we have primarily focused on its application in the field of strategic management. Future work could validate and further explore the applicability and effectiveness of this model in selecting appropriate theories for conceptual development in other domains.

While many researchers have proposed methods for writing theoretical papers, few have provided suggestions specifically focused on theory selection. This paper stands out as one of the few that not only attempts to address this gap but successfully develops a comprehensive model for theory selection.

In recent years, US firms have increasingly integrated ESG performance goals into their executive remuneration packages. This study examines the relationship between board gender diversity and the tendency of firms to incorporate ESG metrics in performance-based compensation using data from US firms. The key questions this study addresses are: Are firms with more females on the board more likely to link executive compensation metrics? What components and types of ESG metrics are more likely to be adopted by firms with more females on the board?.

This study employs OLS regression, logistic regression, as well as instrumental variable, propensity score matching, and entropy balance methods to establish causality.

This study finds that firms with gender-diverse boards are more likely to shape their executive remuneration plans to be more ESG-oriented. The most significant positive relationship is observed with environmental and social sub-categories. The results also demonstrate that female directors are more likely to encourage firms to evaluate managers based on absolute and short-term ESG goals.

This study is one of the early studies that examine the adoption of ESG performance goals into executive compensation plans. It contributes to the existing literature by exploring the relationship between board gender diversity and the probability of firms incorporating ESG performance goals into executive compensation packages using a sample of US firms.