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Social networks offer consumers the ability to voice their opinions of brands in a real-time, public setting. This represents a unique challenge for firms as brand managers must develop new strategies for properly communicating with consumers, especially in the event of a service failure. The purpose of this research is to explore the impact of various adaptive service recovery strategies via social media, specifically Twitter.

Through a series of experimental manipulations, four service recovery strategies are tested alongside two variations of consumer complaint tweets. The service recovery responses vary in their degree of adaptiveness, which have differential impacts on numerous consumer outcome variables.

The findings indicate that highly adaptive recoveries responses positively impact consumers’ evaluations of service recovery satisfaction, leading to greater consumer behavioral intentions. Additionally, the type of tweet the consumer sends may further reveal their expectations for adequate service recovery responses.

This study is the first to empirically test the use of social media platforms in the service failure and recovery context. Although social media is commonly used for such purposes by practitioners, academic research up to this point has predominately focused on social media for generating word-of-mouth. Further, this study seeks to examine how service adaptability is perceived from the customer perspective, as opposed to the more traditional employee viewpoint.

This research investigates new innovative service models that provide opportunities for hearing and deaf individuals to switch roles within a co-created service encounter to allow for an enhanced perspective-taking experience. The purpose of this paper is to gain an in-depth understanding of deaf individuals’ experience working within such models using their preferred language, American sign language, to interact with a primarily hearing-majority customer base.

Data were collected for two studies through qualitative depth-interviews with both the deaf service employees and the hearing-majority customers from a North American restaurant founded on this innovative service model.

Results of these studies yield new insights into understanding the value generated for both the minority and majority populations within this co-creation platform. Notably, the deaf employees primarily recognize the transformative value derived from this service experience, whereas the hearing customers note the missing habitual value elements to which they are accustomed in traditional service encounters that inhibit repatronage intentions.

This is the first study to investigate the interpersonal service experience of deaf and hearing individuals within these emerging service models. Further, this research represents an initial attempt to explore a co-creative service experience between two different cultures, the deaf-minority and hearing-majority populations, with differing levels of ability.

Though prosocial attributes are linked to positive outcomes among justice-involved adolescents and are a mainstay of numerous interventions, few measures have been specifically designed to evaluate prosocial functioning within this population. Although multiple instruments measuring aspects of prosocial behavior exist, these instruments were not designed to measure prosocial behaviors among youth in juvenile justice settings. This study aims to provide a preliminary validation of a new measure of prosocial attributes (the Prosocial Status Inventory – PSI), which was designed to comprehensively evaluate in greater depth the prosocial functioning of urban, justice-involved youth.

Youth (n = 51) were recruited as part of a larger study and were participants in a community-based mentoring program in a large, urban county in the Southern USA. Youth completed the PSI at baseline prior to their participation in the community-based mentoring program. The authors obtained follow-up data on recidivism from the county juvenile justice department.

PSI scores were positively related to a lower rate of recidivism and a decrease in offending frequency over a 12-month follow-up period.

The current findings complement previous work, suggesting that prosocial attributes are measurable and related to important outcomes among justice-involved youth and support the utility of strengths-based treatment approaches. Moreover, it provides preliminary evidence of the utility of a new self-report measure to assess these traits within a juvenile justice population.

Apartheid South Africa is often assumed to have generated the conditions for its own demise. This case study of Alexandra township illustrates how this teleological assumption privileges structure over agency. A five-fold examination of space in rebellion — as a source of ruling class power, a form of hegemony, a target for counter-hegemonic challenge, an object of re-imagining, and a resource for popular mobilization — suggests that forms of resistance involve decisive human activity and choice. In spite of the actual and felt illegitimacy of the South African state, “normality” made spatial arrangements seem impenetrable at first. While these spaces provided multiple resources for collective action and social mobilization, full use could not be made until one section of the rebels — the youth — violently shattered the “veneer of normality” and reversed the meanings of everyday life. By treating space as a “target” during the “Six Day War”, the young rebels made possible the subsequent reshaping of consciousness. The youth, the adults who were their main competitors for establishing an alternative hegemony, and the intellectuals acting on their behalf were then able to envisage, intellectualize and even partially implement a new spatial order.

I intend to provide an understanding of the possibilities that exist for the judgment of wartime rape at the international, domestic and in-between levels.

What is required is an examination of prosecutions and judgments of the ICTY (International Criminal Tribunal for the former Yugoslavia), the ICTR (International Criminal Tribunal for Rwanda), the SCSL (Special Court for Sierra Leone) and the ICC (International Criminal Court). I employ an international law and gender studies approach.

To count as a crime against humanity, war rape must have been committed as part of a widespread attack on a civilian population. This reflects the idea that war rape is not based solely in the violation of a woman’s body. The problem is that war rapes occur absent the explicit purpose to destroy a community. This chapter provides insight to the historical background of wartime rape to scholars, feminist legal theorists, sociologists, NGOs and lawyers.

By alerting us to the fact that the international community appears to elevate violations of groups or communities over the violation of individual women during conflict, the chapter suggests that the human rights of women may not be fully protected.

The purpose of this study is to investigate the effect of perceived group inclusion on the innovative work behavior of consulting team members, as well as to analyze its subsequent impact on team performance. In addition, the authors investigate whether the effect of perceived group inclusion on innovative work behavior could be moderated by two aspects of team characteristics: team size and the gender composition of its members.

The authors collected questionnaire data from 229 team members from 24 consulting firms located in Bangkok, Thailand. Team performance was assessed by team leaders to prevent common method bias. Partial least squares-structural equation modeling was used for data analysis.

The results support the positive association between perceived group inclusion and innovative work behavior among consulting team members. Innovative work behavior also mediates the positive association between perceived group inclusion and team performance. Moreover, the authors found that the degree to which perceived group inclusion affects innovative work behavior is stronger in larger teams than smaller teams. However, the degree to which perceived group inclusion affects innovative work behavior tends to be weaker in teams that have a higher proportion of female members than in teams that have fewer female members.

Because employees are the most valuable asset contributing to the innovative performance of consulting firms, it is crucial to understand how members within a team should be properly managed so that the firms can maximize the benefits from their human capital. Essentially, management and practitioners in the consulting business can use the insight from this research regarding the essential roles of group inclusion and team composition to create a favorable and effective team environment that enhances collaboration and helps their firms to gain the full benefits of team synergy. In particular, group inclusion is the issue that management should emphasize. Moreover, the team should be large enough and have a decent level of gender diversity to strengthen the benefit of group inclusion.

The research extends the knowledge boundary in inclusion research, which still lacks evidence about the moderating role of team characteristics that might strengthen/weaken the effect of perceived group inclusion on innovative behaviors.

The purpose of this paper is to study the influence of cultural intelligence on employee engagement and constructive deviant behavior in the workplace. It also captures the moderating role of organizational support in the relationship between employee engagement and constructive deviance.

Data were collected through a questionnaire (n = 416) from hotel industry employees using a convenience sampling approach. The hypotheses were tested using structural equation modeling.

The results suggest that cultural intelligence has a significant positive relationship with constructive deviance, and employee engagement also mediates this relationship between cultural intelligence and constructive deviance.

Drawing on the findings of this study, we offer several practical implications for practitioners. We suggest that organizations should invest in training programs that may help employees increase their knowledge, skills and attitudes toward different cultures; in doing so, employees may develop a sense of inclusivity and appreciation for diverse cultures.

First, by concentrating on those working in the hotel industry, this study offers a more effective explanatory perspective on the social cognitive theory for future research. Second, this study explored hotel workers' constructive deviations, particularly in non-Western contexts.

Means, medians and SD for available socio‐economic status (SES) black‐white differences are here substituted for those of IQ in a between‐groups model published by the author over a decade ago. The goodness of fit of the SES variables used is compared with that for the earlier IQ data. Even when SES variables are relatively successful this can be viewed as additional evidence of the importance of IQ differences to black‐white differences in delinquency.

This study aims to determine how cognitive diversity at the workplace influences team creativity. In this regard, the authors examined knowledge sharing and team-focused inclusion through which team members’ cognitive diversity was expected to elevate their positive work outcomes.

A quantitative method is used to accumulate the data. The authors surveyed workers and their respective managers at a single China-based food company. The supervisors rated the outcome variables (creativity and team effectiveness) regarding their employees, whereas employees were asked to rate the cognitive diversity, inclusion and knowledge sharing within the workgroup. The final valid sample size (n = 391) consisted of 137 workgroups with an adequate response rate (62.3%).

Cognitive diversity is related to team effectiveness but not creativity. The research found that cognitive diversity can increase creativity only through enhanced inclusion and knowledge sharing. Inclusion, likewise, explained the impact of cognitive diversity on effectiveness.

The originality of the current research lies in its contemporary exploration of inclusion and cognitive diversity and their pathways to team creativity and effectiveness. The social capital theory was applied to explain the proposed relationships.