Jennifer L. Stevens, Carol L. Esmark Jones and Mike Breazeale
Consumers are increasingly using review sites to exchange product information, whereas companies attempt to maintain control of brand-related communications. One method marketers…
Abstract
Purpose
Consumers are increasingly using review sites to exchange product information, whereas companies attempt to maintain control of brand-related communications. One method marketers may take to retain control is to remove negative opinions about the brand. This paper aims to examine the impact on consumer’s brand perceptions when negative reviews are censored.
Design/methodology/approach
Two experimental studies were conducted to assess whether censorship of a negative online review, in the form of removal by the company, weakens brand relationship quality (BRQ) dimensions.
Findings
The results show that censoring negative online reviews has a damaging effect on BRQ. Additionally, the findings indicate that a brand may not be able to increase BRQ when a negative review has been posted, however strategic measures can be taken to diminish the potentially harmful impact.
Originality/value
As many brands still do not adequately understand how to handle negative online reviews, this research offers valuable implications in furthering the examination of negative electronic word-of-mouth and ways to diminish its harmful effects. Additionally, while substantial research focuses on the positive consequences of brand relationships, this research answers calls to examine the negative impacts to BRQ.
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Emma J.E. Jenkins and Carol Jones
Osteoporosis, defined as abnormally low bone density, results in increased risk of fractures with consequent increase in morbidity and mortality. An important determinant of…
Abstract
Osteoporosis, defined as abnormally low bone density, results in increased risk of fractures with consequent increase in morbidity and mortality. An important determinant of age‐related fractures is low bone density. Current public health strategies aim to maximize bone mass in elderly people, yet the bone mass obtained in the first three decades of life is a major determinant of bone mass later. Up to half the variation in peak adult bone mass among women is non‐genetic and is influenced by lifestyle factors such as physical activity, calcium nutrition and sex hormone status. These factors were studied in surveys of a school age population of girls in Bournemouth. Using a seven‐day dietary diary, the mean daily calcium intake of 11‐12 year olds was calculated as 692.9mg (SD 209.91mg). Of the total population surveyed, 14.6 per cent had calcium intakes below the UK dietary reference values. Up to 1,500mg calcium per day in adolescence has been recommended to increase peak bone mineral density. Weight bearing activity accounted for approximately 16 per cent of daily activities. Additional information was collected on perception of body weight and dieting habits. An osteoporosis prevention health education package was produced for local teenage school children with the message that “It Pays to Look after Your Bones!” by promoting calcium nutrition and exercise.
Carol Esmark Jones, Stacie Waites and Jennifer Stevens
Much research regarding social media posts and relevancy has resulted in mixed findings. Furthermore, the mediating role of relevancy has not previously been examined. This paper…
Abstract
Purpose
Much research regarding social media posts and relevancy has resulted in mixed findings. Furthermore, the mediating role of relevancy has not previously been examined. This paper aims to examine the correlating relationship between types of posts made by hotels and the resulting occupancy rates. Then, the mediating role of relevancy is examined and ways that posts can increase/decrease relevancy of the post to potential hotel users.
Design/methodology/approach
Within the context of the hotel industry, three studies were conducted – one including hotel occupancy data from a corporate chain – to examine the impact of social media posts on relevancy and intentions to stay at the hotel. Experimental studies were conducted to explain the results of the real-world hotel data.
Findings
The findings show that relevancy is an important mediator in linking social media posts to service performance. A locally (vs nationally) themed post can decrease both the relevancy of a post and the viewer’s intentions to stay at a hotel. This relationship, however, can be weakened if a picture is included with the post, as a visual may increase self-identification with a post.
Originality/value
These results have important theoretical and practical implications as social media managers attempt to find the best ways to communicate to their customers and followers. Specifically, there are lower and upper limits to how many times a hotel should be posting to social media. The data also show many hotels post about local events, such as school fundraisers or a job fair, that can be harmful to stay intentions, likely due to the irrelevant nature of local posts to customers who are likely to stay in a hotel. National posts are seen as more relevant and likely to increase stay intentions, and the inclusion of a picture can help local posts seem more relevant.
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Celia T. Romm and Nava Pliskin
The changing role of technology in the virtual workplace has been accompanied by a proliferation of research activity focusing initially on the technical aspects and, more…
Abstract
The changing role of technology in the virtual workplace has been accompanied by a proliferation of research activity focusing initially on the technical aspects and, more recently, on the social and political aspects of the diffusion process, including power and politics. This paper builds on the work of Kling and Markus on power and politics in IT, extending it to e‐mail and more specifically, to the use of e‐mail for petty tyranny. Reviews the literature on petty tyranny and its implications to IT and e‐mail. Presents a case study in which e‐mail was used by a department chair to manipulate, control, and coerce employees. The discussion links the events in the case with the literature on petty tyranny. In conclusion, demonstrates that e‐mail features make it amenable to political abuse and elaborates on the more general, theoretical, practical and ethical implications from this research.
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Sophie Childs, Tilak A. Ginige and Hannah Pateman
Welwyn Hatfield Council v Secretary of State for Communities and Local Government [2009] EWHC 966 (Admin), Welwyn Hatfield Council v. Secretary of State for Communities and Local…
Abstract
Purpose
Welwyn Hatfield Council v Secretary of State for Communities and Local Government [2009] EWHC 966 (Admin), Welwyn Hatfield Council v. Secretary of State for Communities and Local Government [2010] EWCA Civ 26 and Welwyn Hatfield Council v. Secretary of State for Communities and Local Government [2011] UKSC 15 (Beesley hereafter) and Fidler v. Secretary of State for Communities and Local Government [2010] EWHC 143 (Admin), Fidler v. Secretary of State for Communities and Local Government [2011] EWCA civ 1159 (Fidler hereafter) are two recent cases concerning deliberately concealed breaches of planning control. The defendants engaged in dishonest and misleading conduct, in an attempt to rely on a loophole within Section 171B of the Town and Country Planning Act 1990 (T&CPA). This study aims to critically analyse two solutions which were created to close the loophole; in addition, this study analyses various alternative remedies that have been suggested, and finally, whether the present law has been sufficient to remedy the situation.
Design/methodology/approach
The T&CPA is a key piece of legislation regulating planning controls; Section 171A-C provides the time limits for taking enforcement action against a breach of planning control. To achieve the above purpose, an evaluation of those provisions will be undertaken in detail. Subsequently, this study will analyse two solutions which were created to close the loophole; firstly, the Supreme Court (SC) decision (Welwyn Hatfield Borough Council v. Secretary of State for Communities and Local Government [2011] UKSC 15) and, secondly, the governments’ decision to amend the T&CPA without awaiting the SC’s decision[1].
Findings
This research concludes that the government should have awaited the SC’s decision before amending statute to prohibit reliance upon the expiration of time where there is an element of deliberate concealment. Additionally, this study suggests that the statutory amendments were not required in light of the SC’s solution in Beesley. As a result of the governments’ ill-considered decision, uncertainty has permeated through the conveyancing process, causing ambiguity, delays and additional expense in transactions at a time when a precarious property market needs anything but uncertainty.
Research limitations implications
The scope of this research is limited to deliberate concealment of breaches of planning control and the four-year enforcement period; whilst considering the consequences of the solutions proposed, this study does not provide a detailed overview of the planning system, but rather assumes prior knowledge.
Originality/value
This study offers a unique assessment of the law relating to the deliberate concealment of planning breaches and offers a thorough criticism of the law with recommendations for reform. Additionally, a variety of alternative solutions are considered. Both legal academics, planning professionals and those interested in planning law will find the paper a thought-provoking digest.
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The 1980s saw considerable debate about the nature and extent of skills shortages in the IT and engineering sectors, particularly in the increasingly competitive labour markets of…
Abstract
The 1980s saw considerable debate about the nature and extent of skills shortages in the IT and engineering sectors, particularly in the increasingly competitive labour markets of the South East. The concern of this paper is not to add to that debate, but to consider the ways in which companies employing specialist technical staff have responded to the situation by examining human resource management policies developed to aid the retention of skilled staff in the electronics sector. This will be related to wider issues concerning the technical/managerial dichotomy which is perceived to shape the career trajectories of professional engineers and scientists.
Danuta A. Nitecki, Carol Jones and Jeffrey Barnett
This paper aims to describe the development and operation of an unmediated book‐lending service between seven academic libraries in the USA.
Abstract
Purpose
This paper aims to describe the development and operation of an unmediated book‐lending service between seven academic libraries in the USA.
Design/methodology/approach
The approach is descriptive and analytical.
Findings
It was found that, after a decade of operations, Borrow Direct continues to be a successful service.
Originality/value
The paper offers insights that may be of value to other groups exploring ways to lower costs, improve service quality, and respond to continuing demand for books not available locally.
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Richard Saundry, Carol Jones and Gemma Wibberley
The purpose of this paper is to explore the orientations of line managers in handling workplace conflict. In particular it examines the tension between the traditional preference…
Abstract
Purpose
The purpose of this paper is to explore the orientations of line managers in handling workplace conflict. In particular it examines the tension between the traditional preference of frontline managers for informal approaches and the perceived certainty of written disputes procedures.
Design/methodology/approach
The paper draws upon findings from 12 organisational case studies, focusing on interviews conducted with HR and managers.
Findings
As line managers undertake more responsibility for people management, their preferences for informal approaches to workplace issues appears to be being replaced by a more rigid adherence to policy and procedure. This is largely driven by a lack of confidence and expertise in conflict management and a fear of the repercussions (both legal and organisational) of mishandling difficult issues. Written procedure therefore provides managers with both a systematic guide but also a protective shield against criticism and litigation.
Research limitations/implications
It is not possible to generalise from a limited sample, therefore this suggested change requires further exploration to assess whether it has been evidenced in organisations more widely.
Practical implications
For practitioners this research highlights the critical requirement for organisations to develop key skills among line managers to enable them to respond effectively to problems at an early stage.
Social implications
For policy-makers, the barriers to line managers implementing informal resolution should be considered.
Originality/value
This paper enriches understanding of line managers’ current role in people management and the challenges they face in doing so informally.
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Danuta A. Nitecki and Carol L. Jones
Librarians at three large universities successfully developed a reader‐initiated borrowing model of interlibrary resource sharing, known as Borrow Direct, that now operates among…
Abstract
Librarians at three large universities successfully developed a reader‐initiated borrowing model of interlibrary resource sharing, known as Borrow Direct, that now operates among seven major academic libraries in the US. The underlying software allows the reader to perform a virtual broadcast search of members' online catalogs. Automatic electronic notification to readers and elimination of some staff processing has resulted in major service improvements as assessed by both customers and managers. Describes the history of the initiative to reach technical goals of delivering loans within four days of request submission and for less than $10 per transaction. Also summarizes results of a survey of the perceptions of those who use the service.