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Available. Open Access. Open Access
Book part
Publication date: 6 August 2024

Vesna Holubek and Henna Juusola

Our chapter explores the benefits of informal academic communities by focusing on the Finland-based early career higher education researchers' network (ECRN). Established two…

Abstract

Our chapter explores the benefits of informal academic communities by focusing on the Finland-based early career higher education researchers' network (ECRN). Established two years ago, the ECRN primarily operates through monthly online coffee meetings. Via dialogical reflections by the authors and a qualitative inquiry into the ECRN, we explore the ECRN's role in its members' professional growth and well-being. We provide a narrative vignette of an imagined online coffee meeting to illustrate the significant peer-learning conversations in the ECRN. Based on our dialogical approach, we conclude that the ECRN is beneficial for its members' professional growth and well-being as it provides peer support, information sharing, scholarly support and higher education research-related support. Hence, we call for academia to better recognise and support informal academic communities as they have the potential to nourish a more collaborative working culture in academia.

Available. Open Access. Open Access
Article
Publication date: 15 July 2022

Sarah E.M. Holden and Jacklyn A. Bruce

Modern leadership educators have shown an increased interest in empowering queer student leaders and making campuses more equitable for queer people. These educators help shape…

283

Abstract

Modern leadership educators have shown an increased interest in empowering queer student leaders and making campuses more equitable for queer people. These educators help shape the policies, programs, and curriculums that directly impact how queer people experience higher education. Yet there appears to be a dearth of abundant literature on queer people and their experiences as they relate to leadership education. This integrative literature review explores the existing literature on the relationship between leadership education and the queer community over a thirty-year period. The results suggest that queer people are being represented more equitably than they were thirty years ago, but that representation does not extend to all members of the queer community.

Details

Journal of Leadership Education, vol. 21 no. 3
Type: Research Article
ISSN: 1552-9045

Available. Open Access. Open Access
Article
Publication date: 30 April 2019

Florian Gebreiter and Nunung Nurul Hidayah

The purpose of this paper is to examine conflicting institutional demands on individual frontline employees in hybrid public sector organisations. Specifically, it examines the…

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Abstract

Purpose

The purpose of this paper is to examine conflicting institutional demands on individual frontline employees in hybrid public sector organisations. Specifically, it examines the competing accountability pressures professional and commercial logics exerted on academics at a business school, how individual lecturers responded to such pressures, and what drove these responses.

Design/methodology/approach

The paper draws on a case study of an English business school and is informed by the literatures on institutional logics and hybrid organisations.

Findings

The paper shows that the co-existence of professional and commercial logics at the case organisation exerted competing accountability pressures on lecturers. It moreover shows that sometimes deliberately and purposefully, sometimes ad hoc or even coincidentally, lecturers drew on a wide range of responses to these conflicting pressures, including compliance, defiance, combination and compartmentalisation.

Originality/value

The paper sheds light on individual level responses to competing institutional logics and associated accountability pressures, as well as on their drivers. It also highlights the drawbacks of user, customer or citizen accountability mechanisms, showing that a strong emphasis on them in knowledge-intensive public organisations can have severe dysfunctional effects.

Details

Accounting, Auditing & Accountability Journal, vol. 32 no. 3
Type: Research Article
ISSN: 0951-3574

Keywords

Available. Open Access. Open Access
Article
Publication date: 8 July 2024

Ruby Wenjiao Zhang, Xiaoning Liang and Szu-Hsin Wu

While the proliferation of chatbots allows companies to connect with their customers in a cost- and time-efficient manner, it is not deniable that they quite often fail…

2355

Abstract

Purpose

While the proliferation of chatbots allows companies to connect with their customers in a cost- and time-efficient manner, it is not deniable that they quite often fail expectations and may even pose negative impacts on user experience. The purpose of the study is to empirically explore the negative user experience with chatbots and understand how users respond to service failure caused by chatbots.

Design/methodology/approach

This study adopts a qualitative research method and conducts thematic analysis of 23 interview transcripts.

Findings

It identifies common areas where chatbots fail user expectations and cause service failure. These include their inability to comprehend and provide information, over-enquiry of personal or sensitive information, fake humanity, poor integration with human agents, and their inability to solve complicated user queries. Negative emotions such as anger, frustration, betrayal and passive defeat were experienced by participants when they interacted with chatbots. We also reveal four coping strategies users employ following a chatbots-induced failure: expressive support seeking, active coping, acceptance and withdrawal.

Originality/value

Our study extends our current understanding of human-chatbot interactions and provides significant managerial implications. It highlights the importance for organizations to re-consider the role of their chatbots in user interactions and balance the use of human and chatbots in the service context, particularly in customer service interactions that involve resolving complex issues or handling non-routinized tasks.

Details

Information Technology & People, vol. 37 no. 8
Type: Research Article
ISSN: 0959-3845

Keywords

Available. Open Access. Open Access
Article
Publication date: 2 May 2017

Stephanie Pitts and Jonathan Gross

The purpose of this paper is to demonstrate the usefulness of the “audience exchange” approach for audience development and research, and to highlight the insights offered by…

5346

Abstract

Purpose

The purpose of this paper is to demonstrate the usefulness of the “audience exchange” approach for audience development and research, and to highlight the insights offered by peer-to-peer dialogue in understanding experiences of unfamiliar arts.

Design/methodology/approach

Using a case study with contemporary arts audiences, and setting this in the wider context of studies with other first-time attenders at a range of arts events, the paper explores the use of the “audience exchange” method, in which facilitated conversations after performance events allow newcomers to reflect upon and deepen their first-time encounters with live arts.

Findings

The study demonstrates the way in which conversations about arts events can enrich audience experience, and shows how participants use exploratory and emotional language to articulate their understanding of unfamiliar arts events. Peer-to-peer learning occurs through these conversations, in ways that could be further supported by arts organisations as a valuable tool for audience development. The audience exchange discussions also reveal the varieties of participation from “drifting” to full attention that are all part of audience engagement.

Research limitations/implications

This is a small-scale, qualitative study, and the method has potential to be tested in future studies with a greater variety of participants (e.g. younger or more ethnically diverse groups).

Practical implications

Use of the audience exchange for enriching experiences of first-time attendance could be adopted by arts organisations as a regular part of their audience engagement. Greater understanding of how new audience members draw on prior cultural experiences in finding the language to articulate their first impressions of an unfamiliar arts event could be valuable for targeted marketing and increasing accessibility.

Originality/value

The originality of this study lies in its elaboration of the audience exchange method, and its focus on the language and peer-to-peer learning evident in the facilitated post-performance discussions.

Details

Arts and the Market, vol. 7 no. 1
Type: Research Article
ISSN: 2056-4945

Keywords

Available. Open Access. Open Access
Book part
Publication date: 17 August 2020

Rachel Loney-Howes

Abstract

Details

Online Anti-Rape Activism: Exploring the Politics of the Personal in the Age of Digital Media
Type: Book
ISBN: 978-1-83867-442-7

Available. Open Access. Open Access
Article
Publication date: 11 January 2021

Oliver Cruz-Milán

The purpose of this paper is to investigate specific marketing mix activities and influencing factors in hotels coping with falling room demand derived from drug cartel-related…

6812

Abstract

Purpose

The purpose of this paper is to investigate specific marketing mix activities and influencing factors in hotels coping with falling room demand derived from drug cartel-related risk and insecurity.

Design/methodology/approach

A case study research was carried out using semistructured interviews with key informants (hotel managers) in two neighboring destinations at the US–Mexico border, an area where criminal organizations' drug trafficking-related violence has impacted the hospitality industry.

Findings

The research identifies factors that are internal (market segment diversification, type of ownership, magnitude of investments) and external (tourism promotion organizations, media coverage, tourist flow volume) to the firms as they affect their marketing mix implementation.

Research limitations/implications

The research developed a framework to better understand the use of marketing mix practices and influencing factors in criminal insecurity contexts, which could be further studied in other risk and conflict scenarios.

Practical implications

The pricing and communication tactics are employed more intensively, while product-service and distribution channel actions are used to a lesser extent. Greater emphasis should be placed on product-service, distribution and market segment diversification.

Social implications

Considering the positive impacts that tourism and hospitality businesses have on local communities, it is recommended that the hotel sector works together with government and industry associations to improve the safety and security at tourism destinations.

Originality/value

The research extends the extant knowledge in hospitality crisis management by investigating the full marketing mix tactics in hotels at destinations stricken by cartel-related organized crime, an understudied context in the literature.

Details

International Hospitality Review, vol. 36 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Available. Open Access. Open Access
Article
Publication date: 15 July 2018

Eric Buschlen, Tzu-Fen Chang and Dena R. Kniess

Providing leadership education for young men growing up without their father, through a structured curriculum and mentoring program, should enhance their development. To examine…

135

Abstract

Providing leadership education for young men growing up without their father, through a structured curriculum and mentoring program, should enhance their development. To examine this, the authors interviewed adult alumni who participated as adolescents in a cohort-based, sixmonth leadership program. Interviews outlined several key themes: once served by others the young men desired to serve their community, choosing an authentic leadership educator matters, program mentors inspired positive life changes, and the learned leadership lessons transcended the setting and the curriculum. This qualitative project examined the efficacy of a youth leadership development program by interviewing past participants. This research outlined how service to others can inspire more service and that leadership education has the potential to alter lives, and in this case, even save lives.

Details

Journal of Leadership Education, vol. 17 no. 3
Type: Research Article
ISSN: 1552-9045

Available. Open Access. Open Access
Article
Publication date: 14 September 2015

Brielle Gillovic and Alison McIntosh

The purpose of this paper is to put forward the argument that New Zealand’s tourism industry generally fails to acknowledge the importance of the access market. Despite anecdotal…

8618

Abstract

Purpose

The purpose of this paper is to put forward the argument that New Zealand’s tourism industry generally fails to acknowledge the importance of the access market. Despite anecdotal evidence of the market’s value and strong legislation, New Zealand’s access market arguably remains underserviced and misunderstood. The current research sought to explore social and business rationales to support a future for accessible tourism in New Zealand, from the perspectives of its key stakeholders. It sought to uncover contemporary issues in the tourism industry, to examine the capacity and context for which issues can be addressed and overcome, to achieve a future for accessible tourism in New Zealand.

Design/methodology/approach

Under the interpretive paradigm, original, exploratory research was conducted. Semi-structured interviews were carried out with ten key New Zealand tourism industry stakeholders who agreed to participate in the research. Qualitative data were thematically analysed. The following five key themes inductively emerged from the data: “Accessibility as a human right: Developing a culture of accessibility”; “Accessible tourism: Good for business?”; “Bottom-up, market-led approach”; “Leadership from the top: Moving from apathy to action”; and “Meeting somewhere in the middle”. The five themes correspond to themes evidenced in the wider literature and present propositions for the future development of accessible tourism in New Zealand.

Findings

Findings revealed stakeholder opinions of an industry exemplifying minimal awareness and consideration for accessibility. Accessibility was perceived to be an issue of social change, requiring the achievement of a cultural shift where accessibility is envisioned as a cultural norm necessary for the future. Whilst top-down leadership and support were deemed pertinent, ownership and accountability were seen to be crucial at the lower, operational levels of the industry. A “meeting in the middle” was reported necessary to see the leveraging of a greater push towards accessibility and emphasising more prominently, what has been and can be done, moving forward into the future.

Originality/value

This paper provides original insights into the current and future scope of accessible tourism in New Zealand from the perspectives of its stakeholders. The key themes derived from the research assist knowledge for aligning the industry on a pathway towards achieving the necessary awareness and collaboration required in order to offer accessible tourism experiences to all.

Details

Journal of Tourism Futures, vol. 1 no. 3
Type: Research Article
ISSN: 2055-5911

Keywords

Available. Open Access. Open Access
Article
Publication date: 25 July 2024

Per Erik Eriksson

This paper aims to examine how different contextual contingency factors and organizational goals influence construction clients’ decision-making when procuring contractors in the…

232

Abstract

Purpose

This paper aims to examine how different contextual contingency factors and organizational goals influence construction clients’ decision-making when procuring contractors in the housing sector. More specifically, it investigates how clients’ choice of procurement strategies and organizational control systems is contingent upon various contextual factors and organizational goals.

Design/methodology/approach

It is based on an explorative interview study of clients and contractors in the Swedish housing sector underpinned by a review of organizational control literature.

Findings

The client's knowledge and resources, as well as project complexity and uncertainty, are the most important contextual contingency factors, while property management and sustainable development are the most important organizational goals that housing clients consider when designing procurement strategies.

Research limitations/implications

The paper contributes to the understanding of how construction clients choose procurement strategies, by providing new insights into effects of the mentioned contextual contingency factors and organizational goals on clients’ choice of control systems through their procurement strategies.

Practical implications

Property owners who continuously procure housing projects with sustainability requirements and high degrees of complexity and uncertainty should develop knowledge and resources related to their client role, to enable the design and implementation of appropriate procurement strategies.

Originality/value

Novel aspects of the paper are the demonstration of the value of a holistic approach, considering both contextual contingency factors and organizational goals, when selecting control systems and explicit discussion of how the client's knowledge and resources influence possibilities to implement different control systems.

Details

Journal of Financial Management of Property and Construction , vol. 30 no. 1
Type: Research Article
ISSN: 1366-4387

Keywords

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