Alain Besson, Bob Chapman and Kate Cheney
After nearly a decade in the making, the Z39.50 protocol is quickly finding its place in many library systems, giving libraries the opportunity to link applications in ways…
Alexandra Allan is a doctoral research student based at Cardiff University, Wales. Her research interests mainly lie within studies of genders and sexualities, children and…
Abstract
Alexandra Allan is a doctoral research student based at Cardiff University, Wales. Her research interests mainly lie within studies of genders and sexualities, children and childhood and educational success and achievement. Her doctoral research is a qualitative investigation of how primary school girls manage their gender identities as ‘girls’ with their academic identities as ‘pupils’ in a single sex, selective, private school setting. This research is mainly based in the primary school, but extends to the early years of secondary education where it is concerned to explore the transition process and how identities are managed during this important period. Alexandra also has a strong interest in qualitative research methods and methodology. In particular, she is interested in using photographic methods in her research as a way of encouraging children to participate in research and to (re)present themselves visually.
Sertan Kabadayi, Reut Livne-Tarandach and Michael Pirson
This paper aims to explore how service organizations can improve the effectiveness of well-being creation efforts given the pressing societal issues and global crises. In this…
Abstract
Purpose
This paper aims to explore how service organizations can improve the effectiveness of well-being creation efforts given the pressing societal issues and global crises. In this paper, the authors examine two essential dimensions (dignity and vulnerability approach) to develop a theoretical framework. This framework can be used to increase the effectiveness of well-being outcomes created by transformative service initiatives (TSIs) and minimize their negative unintentional consequences.
Design/methodology/approach
Drawing on social marketing and humanistic management literature, this paper develops a framework for TSIs based on whether human dignity is recognized or ignored and whether a deficit-based or strength-based approach to vulnerability is used. This framework explains different types of TSIs and provides real-life examples.
Findings
The framework developed in this paper discusses four different types of TSIs: (1) exclusionary, a deficit-based approach where dignity is ignored; (2) opportunistic, a strength-based approach where dignity is ignored; (3) paternalistic, a deficit-based approach where dignity is recognized; and (4) humanistic, a strength-based approach where dignity is recognized. The paper also identifies five pathways that service organizations could use to implement these approaches, including two traps (utility and charity) and three opportunities (resourcing, humanizing and full awakening) embedded within these pathways.
Practical implications
This paper provides examples of service industries and specific companies to exemplify the framework developed. Also, it discusses the well-being implications and potential well-being outcomes associated with each type of TSI.
Social implications
This paper offers a novel framework based on two dimensions that are relatively new to the service literature, i.e. dignity and vulnerability approach. This paper also highlights the importance of including these two dimensions in future service research.
Originality/value
This paper offers a novel framework based on two relatively new dimensions to the service literature: dignity and strengths-based approach. This paper also highlights the importance of including these two dimensions in future service research.
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Shows that work‐related stress has immense costs for the industry. Asks whether the costs of stress are a problem which should be accepted as part of business today, or whether it…
Abstract
Shows that work‐related stress has immense costs for the industry. Asks whether the costs of stress are a problem which should be accepted as part of business today, or whether it should and can be minimised. Reviews a number of causes for work‐related stress. Recommends total quality programmesto relieve some of the costs of stress.
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Margaret Singer, David Taylor and Chris Jackson
Describes how a large service organisation, Post Office Counters Ltd, has applied total quality principles to the development of customer care initiative. Reviews the…
Abstract
Describes how a large service organisation, Post Office Counters Ltd, has applied total quality principles to the development of customer care initiative. Reviews the organisation′s approach to customer care and details its customer charter, a complete package which comprised training for staff and a series of service commitments. Discusses how the customer charter fits in with the government′s recently imposed Citizen′s Charter. Outlines two keys for achieving total quality.
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Brian Waterfield, Peter Moran and Nihal Sinnadurai
ISHM (UK) presented a technical meeting on this topic on the 23rd October 1982 at the Cunard International Hotel, London. The meeting was attended by some 50 engineers, both those…
Abstract
ISHM (UK) presented a technical meeting on this topic on the 23rd October 1982 at the Cunard International Hotel, London. The meeting was attended by some 50 engineers, both those involved in the field of hybrids and potential users. It was generally felt that this was a useful meeting but more especially that it would have appealed to many potential users of hybrids, had the right people been able to be contacted.
Food broking — using a third party to carry out the sales operation and the distribution function — is of course well known in the grocery sector. Now Sangers Agencies have…
Abstract
Food broking — using a third party to carry out the sales operation and the distribution function — is of course well known in the grocery sector. Now Sangers Agencies have adapted the idea for the pharmacy sector; chemists seem to be pleased.
Siew Mui Kong, Rajendran Muthuveloo, Josephine Ie Lyn Chan, Hossein Nezakati and Jignyasu Prafulla Joshi
This case is to familiarise students with the peculiarities of managing people by focussing on human capital development (HCD). Through the case, students are exposed to the…
Abstract
Learning outcomes
This case is to familiarise students with the peculiarities of managing people by focussing on human capital development (HCD). Through the case, students are exposed to the critical recruitment and retention issues faced by METAL STAR Limited Company (METAL STAR), which have a detrimental impact on their business operations. Through the novel use of the transformer-transactor-performer (TTP) profiling tool, students are able to recognise the importance of matching the right candidate to the right job as a solution for recruitment and retention issues. At the end of the case analysis and discussion, students would have a clear idea of the TTP Profiling tool and how to identify core elements needed for an effective and holistic recruitment-retention-separation strategy for a company. The knowledge gained is most valuable for the students as it can be applied to other companies having similar HCD issues.
Case overview/synopsis
Carina Yew is the General Manager of METAL STAR, a sheet metal fabrication company in Penang, Malaysia. After more than 28 years of operations, METAL STAR has been adopting the same human resources (HR) processes and has failed to keep up with the current HR trends. Yew has to decide the best way to lead her company in transforming the HCD strategy to enable smooth and profitable business growth.
Complexity academic level
The case is relevant for undergraduate, postgraduate or even executive students taking courses pertaining to HCD or human resource management.
Subject code
CSS 6: Human resource management.
Supplementary materials
Teaching notes are available for educators only.
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Peni Fukofuka, Matthew Scobie and Glenn Finau
This study explores accounting practice in an Indigenous organization. This organization is embedded within a rural Aboriginal community in the country currently known as…
Abstract
Purpose
This study explores accounting practice in an Indigenous organization. This organization is embedded within a rural Aboriginal community in the country currently known as Australia. In doing so, this study illustrates the intertwining of accounting practice, practitioners, organizations and social/cultural context, while recognizing that the cultural embeddedness of accounting is not uniform.
Design/methodology/approach
Empirical materials were collected as part of a qualitative field study with an Indigenous organization. Specific methods include interviews, informal conversations, documentary reviews and participant observations. These materials were analysed through a Bourdieusian perspective.
Findings
By working with Indigenous Peoples on the ground, rather than relying on secondary materials, this study highlights how the values of a community challenge and reorient accounting practice towards community aspirations. This study illustrates how fields beyond the organization influence accounting practice, including in budgeting and assurance.
Originality/value
Exploring Indigenous practices of accounting maintains Indigenous agency and opens up space for alternative understandings and practices of accounting. By illustrating how a community can influence the accounting practice of an organization, this study has implications for wider understandings of the cultural embeddedness of mainstream accounting and possible alternatives.
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Maxence Postaire and François-Régis Puyou
This research interrogates how the construction of narratives and accounting forecasts contributes to managing the emotional state of actors involved in reporting meetings by…
Abstract
Purpose
This research interrogates how the construction of narratives and accounting forecasts contributes to managing the emotional state of actors involved in reporting meetings by promoting discourses of hope in their organization's future, mitigating their anxiety. This study shows how narratives are built from multiple antenarratives and accounting forecasts, which restore and strengthen organizational actors' commitment to their organizations. This study contributes to a better understanding of the role played by narratives and accounting documents in mitigating organizational members' anxiety.
Design/methodology/approach
Over eight months, an interventionist research design method gave one of the authors the opportunity to record discussions held during reporting meetings in a business incubator. These recordings captured the production of narratives and forecasts in these meetings.
Findings
This study shows how the production of multiple antenarratives and accounting forecasts helps organizational actors who attend reporting meetings mitigate the anxiety triggered by disappointing performance figures and restore collective discourses full of hope for the organization's future. This case highlights how personal antenarratives and successive versions of accounting forecasts contribute to restoring a collective commitment to a failing organization.
Originality/value
This study refines current understanding of the under-explored links between accounting forecasts, narratives and anxiety management. The study provides insight into how accounting practices contribute to the production of narratives that successfully restore organizational members' commitment to working for a failing organization. The study also exemplifies the original insights gained from interventionist research protocols.