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The purpose of this study is to investigate, through the application of a decoupling conceptual framework, why seemingly appropriate workplace gender strategies may not yield the desired results. In doing so, the authors address two key questions: how and why have seemingly comprehensive gender equality–related strategies failed to eradicate workplace gender inequality, and how can implementing these strategies be more effective?

The authors use a qualitative approach to examine a case study organization within the public sector. This involves a combination of document analysis, semistructured interviews and focus groups. The authors use a unique data set to investigate the effectiveness of implementing a socially oriented strategy related to gender equality.

The findings highlight different approaches in the implementation of gender equality strategies compared to those aligned with core business objectives. This study also identifies techniques for bridging the gender equality strategy–practice gap, offering significant implications for both policy and practice.

This research is subject to common limitations associated with case studies, interviews and focus groups.

Despite the growing awareness and increased focus on eliminating workplace gender inequality, it remains a “wicked problem” due to its global pervasiveness and the complexity of its causes, manifestations and implications. This issue continues to present itself in various forms across numerous sectors and organizations, despite decades of concerted efforts by multiple stakeholders, including governments, nongovernmental organizations, businesses and society at large. In this paper, the authors investigate the reasons for such slow progress and argue that this issue is less related to the appropriateness of existing gender strategies and more a result of the ineffective implementation of these strategies.

The purpose of this research is to examine the role of anticipation as a source of well-being in extended service contexts involving constraints on one’s agency (e.g. aged care). In these service contexts, consumers have limited ownership over their time usage and foci of anticipation, which affects their well-being.

Semi-structured interviews (n = 35) were conducted with members of the aged care ecosystem (residents, family and staff). Two separate aged care service models were investigated as they typically reflect different levels of agency/constraint: retirement villages and residential aged care facilities.

Results indicate that the subjective passage of time is influenced by one’s foci of anticipation. Having regular foci of anticipation both at a micro- and macro-level can generate well-being benefits for recipients. The importance of restabilization and building positive curves to counteract potential negative implications was identified.

This research is the first service study to investigate the concept of anticipation and subjective time perception as key components of one’s well-being in extended service encounters. We propose a novel conceptual model that combines micro- and macro-level foci into an iterative package to mitigate the after-effects of anticipation. We also demonstrate how Sustainable Development Goal 3 (SDG3) (good health for well-being) can be addressed through service research.

To inform ways of improving valuation quality, this study seeks to understand the lived experiences of practising valuers regarding the challenges of conducting quality valuations.

This study adopts a qualitative strategy involving 19 semi-structured interviews with valuers in New Zealand. The interview data were analysed using progressive comparative analysis and the constant comparative method, which yielded comprehensive and well-founded conclusions.

The data analysis revealed several challenges that hinder the improvement and maintenance of valuation quality. These challenges were categorised into nine key areas, covering a wide range of issues, including a wide scope of practice, lack of experienced valuers, inappropriate use of graduate valuers, stakeholder expectations, access to relevant information, differing approaches, valuer attitudes and dissatisfaction with compensation.

The findings of this study have the potential to inform the valuation profession and other stakeholders about the challenges that practising valuers face in conducting quality valuations, which can ultimately lead to improvements in the valuation process.

This study contributes to the valuation literature, by highlighting the lived experiences of valuers in terms of the potential and challenges pertaining to valuation quality improvement. This has been an area that has received limited attention in the past, and an understanding of these issues has the potential to approach valuation quality in new and innovative ways.

Social identity theory describes how an individual’s behaviors and choices are influenced by social group membership, including those related to financial planning. Social group behavior can also be influenced by structural barriers. The primary cause of poverty at retirement stems from the lack of financial planning for retirement. Underprivileged populations tend to have limited access to resources thus, they have difficulty saving for retirement. This study aims to identify barriers to financial planning among underprivileged populations through the framework of the social identity theory.

This qualitative study examines key aspects of retirement planning among underprivileged populations using the social identity theory. Findings were based on 32 in-depth interviews with individuals from the Arab population in Israel.

Four central themes emerged from the interviews, detailing the motivations for financial planning for retirement: social identity, pension literacy, reliance on the national social security network and (lack of) trust in the state and the pension system.

By utilizing the social identity theory, this study identifies potential barriers retirement planning among people from underprivileged populations. Understanding these barriers is vital for policymakers globally, due to the expected increase in the rate of older adults in coming years. Lack of proper retirement planning can lead to an increased rate of poverty among older adults.

Many academic libraries opened their doors in fall 2020 to support students after operations had been suspended due to COVID-19 the previous spring. Frontline employees returned in person while remote work remained standard for others. Staff encountered deficits, on-site isolation, the responsibility of enforcing new protocols, short-tempered patrons, and unprecedented workplace stress.

At the University of Illinois Chicago (UIC), staff who served on-site throughout the pandemic still feel the effects of this crucible, even as the library assesses and implements hybrid models to meet the needs of students. Concurrent is a need for leadership to do the same for its vulnerable frontline staff, whose physical and mental well-being suffered over the last 3 years.

In the waning months of university-mandated COVID-19 protocols (spring 2023), the UIC Library conducted its biennial survey to assess library impact on its students. Results revealed frustration with hours, services, and health and safety. Administration immediately discussed what could be done to improve impressions of library culture, but that student survey tells only one side of the story.

This chapter presents the results of facilitated discussions with frontline staff, often people from underrepresented groups, who speak to the other side of navigating the pandemic. It also interrogates how leadership can do more to provide essential employees with support during and postcrisis to protect them from burnout, aggressive and unreasonable patrons, and the stress of doing more with less. Staff voices balance existing student narratives and call for a healthier environment to better serve everyone within the library.

This study aims to understand how Gen Z consumers perceive fashion brands’ corporate social responsibility (CSR) communication through emotional appeals on Instagram and how such perception affects their overall behaviour towards the brand.

The study adopts a qualitative research approach through photo-elicitation and 14 semi-structured in-depth interviews with members of Gen Z, using one of the world’s largest fast fashion brands, H&M, as the study context.

It is increasingly difficult to capture the attention of Gen Z as they have become immune to the typical CSR messages despite attempting to appeal to their emotions. This makes CSR communication alone challenging in influencing brand perception. However, behaviour towards the brand, such as purchase intention, is not necessarily dependent on whether consumers are convinced of the brand’s CSR activities, as greater value is placed on fast fashion’s price and availability. For Gen Z, such elements surpass their concern for sustainable fashion. Since more emphasis is placed on neutral endorsers due to their trustworthiness, CSR efforts may be disseminated through such third parties to achieve desired outcomes.

Understanding consumers’ perceptions of the current CSR effort allows brand managers to reevaluate their CSR communication strategies to appeal to Gen Z and encourage positive brand behaviour.

Contrary to previous studies, which have focused on organisational outcomes, the study has in-depth explored consumers’ perception of CSR efforts on Instagram and the implications of such perceptions for long-term brand building.

This paper aims to contribute to the discussion on integrating humans and technology in customer service within the framework of Society 5.0, which emphasizes the growing role of artificial intelligence (AI). It examines how effectively new generative AI-based chatbots can handle customer emotions and explores their impact on determining the point at which a customer–machine interaction should be transferred to a human agent to prevent customer disengagement, referred to as the Switch Point (SP).

To evaluate the capabilities of new generative AI-based chatbots in managing emotions, ChatGPT-3.5, Gemini and Copilot are tested using the Trait Emotional Intelligence Questionnaire Short-Form (TEIQue-SF). A reference framework is developed to illustrate the shift in the Switch Point (SP).

Using the four-intelligence framework (mechanical, analytical, intuitive and empathetic), this study demonstrates that, despite advancements in AI’s ability to address emotions in customer service, even the most advanced chatbots—such as ChatGPT, Gemini and Copilot—still fall short of replicating the empathetic capabilities of human intelligence (HI). The concept of artificial emotional awareness (AEA) is introduced to characterize the intuitive intelligence of new generative AI chatbots in understanding customer emotions and triggering the SP. A complementary rather than replacement perspective of HI and AI is proposed, highlighting the impact of generative AI on the SP.

This study is exploratory in nature and requires further theoretical development and empirical validation.

The study has only an exploratory character with respect to the possible real impact of the introduction of the new generative AI-based chatbots on collaborative approaches to the integration of humans and technology in Society 5.0.

Customer Relationship Management managers can use the proposed framework as a guide to adopt a dynamic approach to HI–AI collaboration in AI-driven customer service.

The purpose of this research was to seek a more refined understanding of the ways beneficiaries are evaluating nonprofit organisations (NPO), from the beneficiaries’ perspectives. Understanding evaluation from beneficiaries’ perspectives is not only important theoretically, but also for enabling evaluation processes to authentically contribute toward enhanced downward accountability.

Theorisation of immanent evaluation (Deleuze, 1998), the ontological view that there is no form imposed from outside or above but instead an articulation from within, was drawn upon to direct attention toward understanding beneficiaries’ inherent productive evaluative capacity and agency. This theorisation enabled a different way of observing and understanding beneficiary evaluation within a qualitative case study conducted in an Australian NPO. Data was sourced from interviews, observations and document analysis.

Findings suggest beneficiaries largely viewed the NPO’s evaluation processes to be unsatisfactory toward meeting their needs in relation to meaningful engagement. However, beneficiaries’ evaluative capacity was noted to include their own evaluation criteria and evaluative expressions indicating the production of an evaluative account. Here beneficiaries’ evaluative expressions are representations of events of evaluation, initiated by them. Findings enable a more refined understanding of beneficiaries’ engagement in evaluation, moving beyond traditional considerations of participative evaluation, and illustrating beneficiaries’ agency and active role in the production of evaluation.

This research furthers understandings of downward accountability and participative evaluation by detailing how beneficiaries’ evaluative capacity is part of an NPO’s evaluative environment, and as such, conceives of an immanent theory of beneficiary evaluation. Findings highlight how evaluation, as a mechanism of downward accountability, functions from beneficiaries’ perspectives and the type of organisational environment capable of enabling and better supporting beneficiary engagement.

This case study provides an account of eight mentor teachers’ mentoring approaches based on their reported feedback practices.

In an interpretative phenomenological design, the data were obtained through in-depth individual interviews with mentor teachers in different practicum schools in Istanbul, Türkiye. The study draws upon the mentoring approaches in the literature (Orland-Barak and Wang, 2020), and the mentor teachers’ reports on their feedback behaviors were analyzed accordingly.

During the interviews, the mentors’ emphasis on issues such as the use of positive language, encouraging reflection and the evaluative nature of feedback indicated that their feedback behaviors were mainly influenced by personal growth and situated learning mentoring approaches.

The results suggest that mentors’ awareness on mentoring approaches and how to give feedback should be enhanced. It also suggests that teacher education programs should pay more attention to providing accurate information about mentoring approaches. A more accurately structured evaluation process should be ensured, and mentors should be instructed on how to give constructive feedback through training.

This study contributes to the existing literature by offering a nuanced exploration of mentoring approaches in relation to teachers’ feedback practices.

Controversy has long swirled over the claim that Donald Trump's base has deeply rooted authoritarian tendencies, but Trump himself seems to have few doubts. Asked whether his stated wish to be dictator “on day one” of second term in office would repel voters, Trump said “I think a lot of people like it.” It is one of his invariable talking points that 74 million voters supported him in 2020, and he remains the unrivaled leader of the Republican Party, even as his rhetoric escalates to levels that cautious observers now routinely call fascistic.

Is Trump right that many people “like” his talk of dictatorship? If so, what does that mean empirically? Part of the answer to these questions was apparent early, in the results of the 2016 American National Election Study (ANES), which included survey questions that we had proposed which we drew from the aptly-named “Right-Wing Authoritarianism” scale. Posed to voters in 2012–2013 and again in 2016, those questions elicited striking responses.

In this chapter, we revisit those responses. We begin by exploring Trump's escalating anti-democratic rhetoric in the light of themes drawn from Max Weber and Theodor W. Adorno. We follow this with the text of the 2017 conference paper in which we first reported that 75% of Trump's voters supported him enthusiastically, mainly because they shared his prejudices, not because they were hurting economically. They hoped to “get rid” of troublemakers and “crush evil.” That wish, as we show in our conclusion, remains central to Trump's appeal.