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The Nominal Group Process is one of a group of techniques that has been formulated to supplement the interactive group process. The NGP can be directly used to identify specific problems or areas of organisational concern. The technique has the secondary effect of facilitating overall communications (it begins to “break the ice” between participants). The structured format actually encourages participants to communicate, yet prevents those few participants from controlling the process. Because the NGP is so versatile, it is applicable in either simple problem identification or complex organisational development efforts.

The Quality Circle programme is used increasingly in all sectors of the US economy. The need is for investigative empirical research into the variables influencing participation in Quality Circles. A study at a major US aerospace company is described in which the major influences turn out to be member training, volunteering and management support. The model used in the investigation was based on an earlier study by Zahra and indicates that member training is the most important factor in participation rate.

TRW and the American business sector in general is faced with a crisis that is not only a financial crisis. We are faced with increasing competition and are questioning our ability to respond. We have identified the problem, we have analysed the competition, and now we understand why their products are gaining market share. We have also identified the potential solutions. Discusses the concepts of total quality management and continuous process improvement as a solution. Focuses on the defence industry, and TRW in particular; however the principles do have broader applicability to all American businesses.

It is argued that in deliberately developing the climate of the workplace to maximum potential, managers can, in turn, influence the elements not directly within their control – the human factor and the demand for particular positions. Success in organisations can be achieved by providing open channels of communication, interpersonal trust and acceptance, which, it is claimed, are the building blocks to construct motivation, productivity and commitment. It is up to management to create this environment.

States that little empirical work is available as a guide in the design and implementation of sales manager training programs. Examines the relationship between trainee satisfaction with sales manager training (a measure for training effectiveness) and the format, site, instructor, instructional method, and content of the program. Reports results of a survey of sales managers in field sales organizations. Indicates that training satisfaction is associated with all five issues. Offers direct implications for enhancing sales manager training programs.

Books serve as important information resources and provide space for reflection and identity-building for many lesbian, gay, bisexual, transgender, and queer/questioning (LGBTQ+) people. Many in this community have experienced reduced feelings of isolation through engagement with the writings of others. Providing a safe space for such engagement is vital. Library and information science (LIS) professionals are in an optimal position to meet such needs, particularly when efforts are made to implement changes based on explicitly expressed concerns.

This chapter provides a case study of the LGBTQ Center of Durham, North Carolina, to illustrate how the organization is integrating the local LGBTQ+ community into its library by using the community’s own vocabulary and interests to inform the center’s practices and policies. The chapter also offers a guide to the locally responsive, LGBTQ+-specific classification system created for the LGBTQ Center of Durham’s library collection. This classification system was designed to represent library materials for its Durham and surrounding-area users in a useful, accessible, and respectful manner – a feat that the library committee did not feel could be accomplished using existing classification systems.

Building on the case study for applicability, the author makes recommendations for how LIS professionals who wish to better serve LGBTQ+ users can incorporate the community into their library and/or collection. The author provides additional suggestions for action, with varying levels of commitment, for library professionals and volunteers. Through resource development, training, collection development, and classification revision, libraries can more closely align their practices with the needs of users of all gender identities and sexual orientations.

In a complex adaptive environment, leaders must create an environment in which employees feel trusted and empowered to make decisions. Interconnectivity results in information that is easier to get, and customers can make competitive comparisons more easily. In addition, a sales organization that focuses on learning increases its intangible assets, which may be the only way it can remain competitive. A possible functional relationship between sales performance and factors relating to individual motivation, resistance to change, and a sales organization’s structure and strategy may exist that represents the concepts of change management within the viewpoints of an Internet‐driven world and of contemporary management. Examples from literature are presented as evidence to support the idea that motivation is the one critical item affecting sales performance and that resistance to change and an organization’s structure and strategy directly affect motivation.

Previous research in the area of distributor performance proposed different scales, mostly in western, developed country context. These studies also lacked the consideration of dynamic interaction between variables, which determine the distributor’s performance. This paper proposes a composite Distributor Performance Index (DPI) to evaluate distributors’ performance based on at the “Enables” and “Results”, taking a system dynamics approach. The model results have been discussed and validated, in business marketing channel. The context of this study is India, an emerging market.

The purpose of this paper is to determine the effects of recovery and strength of recovery on satisfaction and voice behaviors.

Two role‐playing experiments involving product failure followed by recovery at a video store were conducted. Data collected from students were analyzed using t‐tests and ANOVA.

Relationship satisfaction after a strong recovery was higher than it would have been, had the failure not occurred in the first place. In the case of store satisfaction, the original level was restored but not exceeded. Furthermore, customers appear to have an expectation threshold for customer recovery. A recovery effort that fell below this threshold led to sharply lower expectations. On the other hand, a customer recovery far beyond the customers' expectation threshold was no more effective than one that just exceeded it. Product satisfaction was lower regardless of the strength of recovery. Internal voice behaviors were higher following a customer recovery but a stronger recovery did not lead to any more internal voice behaviors than a weak recovery. External voice behaviors were not affected by a customer recovery.

The key to managing complaints in companies is to find just the right amount to spend for recovery. If the recovery is below the customer's expectation threshold, she will be dissatisfied. On the other hand, a recovery much above the customer's expectation threshold will not lead to any greater satisfaction, any more internal voice behaviors, or any fewer external voice behaviors.

The study looks at the influence of recovery on satisfaction with respect to store, relationship, and product. It also looks at the effect of recovery on internal and external voice behaviors.