Bruce Pfau, Denis Detzel and Andrew Geller
The lack of close attention to internal supplier‐customer relationships can jeopardize external customer satisfaction. Companies must ensure that all customers are satisfied—both…
Abstract
The lack of close attention to internal supplier‐customer relationships can jeopardize external customer satisfaction. Companies must ensure that all customers are satisfied—both within and outside of the firm.
Leslie D. Edgar, Barry Boyd, Tracy Rutherford and Gary E. Briers
According to a survey of professionals in agricultural education, The Journal of Leadership Education (JOLE) is a new and primary outlet of leadership education research and…
Abstract
According to a survey of professionals in agricultural education, The Journal of Leadership Education (JOLE) is a new and primary outlet of leadership education research and professional scholarship. The purpose of this study was to assess five years of JOLE’s primary and secondary research theme areas, frequent primary and secondary research themes by year, prolific authorship, and research methods and types using a mixed-methods design. A compilation of the research results is reported. Research themes appear cyclic and add little to improving an apparent lack of research continuity. Research must continue to determine cycle depth and the influence on research in leadership education as an integrated specialization area of agricultural education. This research may be used comparatively with the National Research Agenda to determine where future research should be focused.
This study aims to apply and test the effectiveness of message sidedness and conclusiveness in Google Ads advertising.
Abstract
Purpose
This study aims to apply and test the effectiveness of message sidedness and conclusiveness in Google Ads advertising.
Design/methodology/approach
Four field experiments on Google Ad campaigns were conducted on the topics of energy and environment, the water–energy–food nexus, and a Higher-Ed program (at the national and local levels).
Findings
Two-sided search engine advertisements are more effective than one-sided advertisements in national campaigns but less effective in local campaigns. In national campaigns, conclusive search engine advertisements are more effective in increasing impressions and clicks, but inconclusive advertisements are more effective in increasing the click-through rate (CTR); in local campaigns, inconclusive advertisements are more effective when being one-sided, while conclusive advertisements are more effective when being two-sided. Overall, the two-sided and inconclusive advertisement generates the best results in a national campaign, but the one-sided and inconclusive advertisement generates the best results in a local campaign.
Originality/value
As the first to test sidedness and conclusiveness with Google Ads advertising, the paper provides theoretical and practical suggestions to search engine marketers by identifying the effective copywriting strategies, moderating factors and more measurements of effectiveness.
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Lauren N. Smith and David McMenemy
The purpose of this paper is to explore young people’s conceptions of political information. The study sought to identify what political information sources young people…
Abstract
Purpose
The purpose of this paper is to explore young people’s conceptions of political information. The study sought to identify what political information sources young people encounter, how they construe these sources and the messages they communicate, and how the information experiences of young people may be better understood to inform information literacy interventions to support the development of political agency.
Design/methodology/approach
Using personal construct theory as a conceptual framework, repertory grid (RG) interviews were used to explore the different ways in which 23 young people aged 14-15 from a town in Northern England conceive of political information and how they evaluate its quality and authority.
Findings
The study identified the sources of information young people engage with for finding and receiving what they understand as political information. The results from the RG interviews indicated that young people use a wide range of sources of political information to become informed about politics and the world around them. These sources of information include family, friends, teachers, television news, newspapers, radio shows, comedy shows, social media and community meetings. Participants were aware that they passively encounter information sources as well as actively engage in debate and discussion with other sources. Some participants had difficulty critically evaluating the political information sources they encounter. The nature of young people’s experiences of political information varied greatly. The degree of complexity in the experiences of political information varied not only between participants but was also dependent on their particular relationship with the information sources under scrutiny.
Research limitations/implications
The paper has implications for personal construct analysis as a research approach broadly, from the point of view of its use within library and information science research. It is the first study to apply the personal construct approach to the study of young people’s political information use and to consider implications for information literacy support that would have been difficult to access using other approaches.
Practical implications
The paper provides insight into an understudied area; that of young people’s conceptions of political information. This insight may be used to inform the improvement of political information provision and information literacy support for young people.
Social implications
A deeper understanding of the different ways in which young people identify, engage with and use information for political purposes may contribute to a clearer understanding of young people’s information needs, ideally leading to improved political education and a strengthened democratic process.
Originality/value
The paper explores a relatively under-researched area of library and information science research, and does so using a relatively under-used method in the domain. Insights into the perceived characteristics of different sources of political information are novel and contribute to the development of information behaviour and information literacy fields in terms of information for empowerment and democracy.
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The purpose of this paper is to solve the puzzle of the disproportionately lower employment rate of mothers of toddlers with relation to the employment rate of mothers of…
Abstract
Purpose
The purpose of this paper is to solve the puzzle of the disproportionately lower employment rate of mothers of toddlers with relation to the employment rate of mothers of preschool and school-age children in Estonia.
Design/methodology/approach
The research is based on the Most Similar System Design and compares Estonia with Lithuania. The applied methods include inferential statistics and microsimulation techniques, employing the OECD Benefits and Wages Calculator, the OECD Family Support Calculator and EUROMOD – the European tax-benefit microsimulation model.
Findings
The comparison revealed that the overwhelming majority of the crucial aspects of socio-cultural, economic and institutional conditions were more favourable for maternal employment in Estonia than in Lithuania. This explains the higher maternal employment rates both for mothers of pre-schoolers and school-age children in Estonia. However, one particular element of the institutional context targeted to the mothers of toddlers – the unconditional parental benefit – had an entirely opposite character. This particular feature of the parental leave scheme was the only factor that could explain why the employment rate of mothers of toddlers is disproportionately lower than the employment rate of mothers of older children in Estonia and much lower than the employment of mothers of toddlers in Lithuania.
Originality/value
This study complements previous research by providing evidence on the relative importance of universal parental benefit schemes in the context of other country-specific conditions for maternal employment, including the availability of institutional childcare. Furthermore, the results presented show that childcare regime typologies, at least those that characterise Eastern European countries, should be more sensitive to children’s age.
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A generally held belief in the field of career development is that career attitudes and abilities, including identity and self-direction, can and should be developed in school…
Abstract
Purpose
A generally held belief in the field of career development is that career attitudes and abilities, including identity and self-direction, can and should be developed in school programmes with a cognitive focus. The purpose of this paper is twofold: first, to question this belief, and second, to provide a new perspective on career development that may inspire innovations for career science, and guidance during the lifespan.
Design/methodology/approach
Specific questions are formulated and answered on the basis of sources mainly stemming from neurosciences and different sub-disciplines of psychology. On the basis of a systems theory, a new approach is proposed.
Findings
Current approaches in career guidance are at odds with findings and insights from developmental sciences and brain research. Several risks of current approaches are described. One risk is identity foreclosure. Another risk involves the development of ineffective ways of thinking and decision making. A control theory that stems from cybernetics is proposed to offer an alternative view on career development.
Research limitations/implications
One implication for research is that long-term longitudinal approaches are required to fully clarify the development of self-direction and identity. Furthermore, the building and testing of models of career development based on dynamic systems theories is recommended.
Practical implications
The main implication for career practices and policies is that self-direction and identity are no realistic aims for most students. Instead, it is recommended to relieve the pressure associated with career choices for young people, and to give more time, room, stimulation and guidance for exploration and reconsideration, for adults as well. Guidance should consist of offering sufficiently varied work experiences, and counselling when individuals experience conflicts that impede direction finding. Not too much emphasis should be put on reflection and rational thinking. Acceptance and commitment therapy is recommended as an approach offering many useful insights and instruments that may inspire career professionals.
Originality/value
This paper questions a mainstream approach and offers an original point of view.
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Reviews the general literature of management relevant to the information and library professions, and that of the management of information, knowledge‐based and library services…
Abstract
Reviews the general literature of management relevant to the information and library professions, and that of the management of information, knowledge‐based and library services published in 2002. Themes emerging at major conferences are noted and issues of growing concern are identified.
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The purpose of this paper is to report a study investigating the impact of personal innovativeness in information technology (PIIT) and social influence on user continuance…
Abstract
Purpose
The purpose of this paper is to report a study investigating the impact of personal innovativeness in information technology (PIIT) and social influence on user continuance intention toward mobile commerce (m-commerce) in the USA.
Design/methodology/approach
A survey was conducted among undergraduate and graduate mobile users in a regional university. Structural equation modeling procedures were deployed to analyse 323 valid data points.
Findings
The study found that among well-educated m-commerce users, user personal innovativeness as measured by PIIT and perceived usefulness, the determinants of initial adoption, remain as strong determinants of user continuance intention. PIIT also remains as the antecedent of perceived ease of use. Social influence has changed the pattern of influence on continuance intention.
Research limitations/implications
This study is unable to investigate m-commerce user expectations and satisfaction levels. The small and convenient sample does not offer guarantee of the findings.
Practical implications
M-commerce providers should pay adequate attention to personal innovativeness, since it affects mobile user willingness and capability to welcome and adapt to new services and features. They should always utilize social channels to gather feedback, to distribute new changes or features, and to exert positive influence.
Originality/value
This study is one of the few examining the effect of PIIT in a post-adoption context and confirms its long-term psychological influence on continuance intention toward m-commerce. This study is also one of the initial to use discursive power perspective to study social influence on continuance intention in the mobile context.
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The purpose of this paper is to propose a conceptual model of customer complaining behaviour as a dynamic process in accordance with the service‐dominant logic perspective of…
Abstract
Purpose
The purpose of this paper is to propose a conceptual model of customer complaining behaviour as a dynamic process in accordance with the service‐dominant logic perspective of marketing.
Design/methodology/approach
The study reviews the common behaviour models of customer complaints and relates this to the service‐dominant logic perspective in order to develop and describe a dynamic conceptual model of customer complaining behaviour.
Findings
The proposed model posits three categories of complaining behaviour due to a customer's unfavourable service experience: no complaining response, communication complaining responses, and action complaining responses.
Research limitations/implications
Empirical validation of the proposed conceptual model is needed.
Practical implications
The proposed model can be used by managers to understand the various behaviour responses of customer complaints that the company experiences. In addition, the model assists in framing appropriate managerial responses, including service recovery and improved service design.
Originality/value
The study represents a thorough conceptual examination of the complaint process and proposes a dynamic model of customer complaining behaviour based on the service‐dominant logic perspective.