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In the public sector, Training and Experience (T & E) exams assess prior experience and are one of the most often used methods for selecting job applicants. This study uses a KSA approach, where raters judge the quality of job relevant prior experience, not its duration or quantity. It was hypothesized that an additional rater and a consensus meeting between raters would increase reliability and validity.

T & E and supervisory ratings were obtained over a 12-year period for 166 candidates seeking promotion to a budget analyst position. Validity was measured by the correlation between T & E scores and supervisory ratings. Consensus was required only for T & E scores differing by a specific amount (hybrid consensus).

Intraclass reliability was 0.73, 0.84, and 0.95 in the one-rater, two-rater, and hybrid consensus conditions with each coefficient greater than the next (p < 0.05) showing the benefit of multiple raters and consensus for reliability. Validity was significant at 0.21, 0.26, and 0.251 for each rating condition, respectively (two-tail test; p < 0.01). Validity was greater in the two-rater condition than in the one-rater condition (one-tail test; p < 0.05). Consensus did not improve validity beyond that of two raters. For consensus T & Es (n=76), two raters improved validity (one-tail test; p < 0.05), moving from 0.112 to 0.231 but not reliability; consensus improved reliability (two-tail test; p < 0.05) but not validity.

There has been a vacuum in T & E research for close to 20 years. Validity data are difficult to obtain but critical for meta-analysis. T & Es showed validity. Use of two raters improved validity but consensus did not increase the gain.

This study aims to identify the attitudes of Chinese residents towards tourists and tourism development. Based on periods of observation, temporary residency and several visits for more than a decade, and supplemented by data collected from 478 residents, the study examines to what extent the rural villagers identify the tourism induced changes as being an outcome of official Chinese policies. The villages, Xidi, Hongcun and Nanping, are three heritage villages in Anhui Province and represent appropriate case studies for such an examination due to their differing histories of tourism administrative procedures. Findings contribute to scholarly knowledge by putting pro-poor tourism and community participation under scrutiny in Chinese context. A change of residents’ perceptions towards tourism could potentially be consequential for tourists’ experience and the sustainability of tourism development, particularly in emerging rural destinations.

Purpose – Cory Booker will likely step down as mayor of Newark in 2014 or 2018. When he does, the possibility of a strong Latino candidate emerging is quite likely. There are a number of black politicians who would like to succeed Booker as well. This chapter identifies eight potential successors to Booker and assesses their ability to create a multiracial electoral coalition using prior vote performance in citywide elections.Design/methodology/approach – This study regresses district (or precinct) level vote preferences for the aforementioned potential successors in previous elections on the racial and ethnic composition of the district, using voter district demographic data from 2000 and 201011The 2010 data is still incomplete at the time of publication. As such, this data will be used sparingly. compiled by the US Census Bureau and the Minnesota Population Center.Findings − There is a decade’s worth of evidence suggesting racially polarized voting among blacks and Latinos in Newark. The racialized black and Latino candidates examined in this chapter had much stronger support in districts with large coethnic populations. In contrast, the more deracialized candidates often had softer support in districts with high concentrations of coethnic voters, but often performed better in districts with higher concentrations of non-coethnics.Originality/value − While the author cautions against reading too much into the findings, the results do portend a future of racially polarized voting in Newark, especially as the city’s population diversifies and as different factions vie for power.

The purpose of this paper is to understand marketing–sales–service (M-S-S) interface from the point of how social media marketing (SMM) platforms are prioritized and associated business-to-business (B2B) sales process influence. This study also seeks to understand whether effective triadic alignment is achieved between marketing, sales and service.

This study combines literature review and the analytical hierarchy process model. In total, 30 M-S-S managers of a multinational electronics firm situated in Africa and the Middle East participated in this study. The authors collected data from M-S-S managers during training sessions on marketing, sales, service alignment and SMM role in sales process.

In their drive for customer orientation and improved organizational performance, marketing, sales and service managers view understanding the customer as the most important sales process attribute. Considered second most significant sales process attribute is needs discovery, whereas approaching the customer is ranked the least important. From the ratings of sales process attributes evaluation and rankings of SMM platform alternatives, the results show a significant hierarchical influence of Facebook, LinkedIn and Twitter on sales process. The results also show an enabling influence of SMM activity on M-S-S interface alignment.

This study has a twofold limitation. First, it explored only one major B2B firm in the electronics industry. Second, only the African and Middle East settings are considered in this study. These limitations could be addressed in future research.

This paper provides practical insights into how M-S-S managers may leverage social media to enhance customer orientation and boost organizational performance. The use of SMM can help M-S-S managers of the focal firm to predict purchase behavior of customers more accurately and as a result effectively manage and improve sales performance. In that drive of using SMM-based competitive intelligence to deliver superior customer experience and enhance sales performance, B2B marketing-oriented firms can also leverage the interdependence (information sharing and involvement) in the M-S-S interface during the SMM activity to enhance triadic alignment.

This study contributes to the literature by developing a framework for modeling SMM influence on M-S-S and B2B sales process to deliver superior customer experience and drive business performance.

This study aims to explore the relationship between mission statements and organisational performance in non-profit organisations. It also examines the role of organisational commitment in moderating that relationship.

Invitations were sent to a network of non-profit organisations inviting them to complete an online survey. Usable responses were obtained from 117 respondents from 30 countries. Hierarchical regression was used to test the hypotheses.

The findings suggest that mission statements have a significant positive relationship with organisational performance. Also, organisational commitment, particularly affective commitment, moderates the relationship between mission statements and organisational performance.

The results confirm that the relationship between mission statements and organisational performance is complex. The study of intervening variables is a worthwhile program of research.

The findings suggest that non-profit organisations can improve performance by communicating their mission and building emotional commitment to their cause.

This is one of the first studies to examine the role of organisational commitment in influencing the relationship between mission statements and performance. This study contributes to our understanding of the impact of mission statements on performance in non-profit organisations.

Rising expectations for exceptional customer experiences demand strategic amalgamation of cross-functional, customer-focused teams (marketing/sales/service departments). However, the long history of interface conflicts between functional teams continues to attract research attention. Past research has given more attention to conflicts between marketing and sales teams than to triadic interface conflict between custom-focused teams and their sub-conflicts in a business-to-business (B2B) sales process. The purpose of this research paper is to quantify the triadic interface conflicts and associated sub-conflicts between customer-focused teams, discuss conflict resolution strategies and perform a sensitivity analysis (SA) to give a fuller account of functional team conflict.

Multi-criteria decision-making (MCDM) based in the analytic hierarchy process (AHP) is proposed for identifying and resolving conflicts in customer-focused team interfaces. A group of 30 managers of a large electronics company participated in this research. The authors collected the data from customer-focused team managers during training sessions on interface conflicts and conflict management/resolution strategies. The authors perform SA to test the robustness of conflict resolution strategy rankings.

The findings reveal that managers adjudge task as the most crucial conflict attribute driving teams apart, followed by lack of communication. For the sub-conflicts, managers considered how to do the task as the most important conflict attribute, followed by lack of regular meetings. For conflict resolution strategies, managers regarded collaboration or integration as the overall best strategy, followed by compromise. Leveraging the AHP-based MCDM to resolve customer-focused team interface conflicts provides managers with the confidence in the consistency and the robustness of these solutions. By testing the SA, it is also discovered that the final outcome stayed robust (stable) regardless when the priorities of the main criteria influencing the decision are increased and decreased by 5% in every combinations.

This study examined only a large B2B company in the electronics industry in African and Middle East settings, focusing on interface conflicts among customer-focused departments. Future research could address these limitations.

This paper advances our understanding of customer-focused team interface conflicts in a B2B sales process. It also provides valuable insights on effective management of major and sub-interface conflicts. This paper provides a framework for and practical insights into how interface conflicts that are prevalent in marketing, sales and service sectors can be resolved to improve customer experience and business performance.

This study contributes to the literature by developing an AHP-based MCDM, which not only extends our conceptual understanding of the interface conflicts between customer-focused teams by emphasizing their triadic nature but also provides valuable strategies and insights into the practical resolution of such conflicts in a B2B firm’s sales process. Methodologically, SA is valuable to ensuring the robustness of the conflict resolution strategies’ rankings that will influence relevant pragmatic decision-making.

This paper aims to expand on the findings of the SOPIFF project by identifying eight futures schools of thought, and then analyze and critique these through the integral futures (IF) framework. This paper, Part I, also aims to focus on the upper quadrants of the IF framework.

The paper adapts Wilber's integral theory to clarify various philosophical orientations towards the future. It also adapts Polak's approach to futures as a matter of “social critique and reconstruction”; however, here the approach is global, civilizational, and integral, so it proposes civilizational critique and integral reconstruction as a method for evaluating futures schools of thought.

The IF framework has proved to be a valuable theoretical and analytical tool since it clarifies not only orientations to the future but also demonstrates the dynamic lines of development and interactions throughout all four quadrants, illustrating how the four‐quadrant approach is an effective framework for understanding the crisis of civilization and the response needed at this time in history to bring about a preferred future.

The paper draws and expands upon the findings of the SOPIFF project as a way to better understand the “global problematique.” Thus, this paper suggests some implications of that research and proposes the integral futures framework as a way to interpret research findings. Future research should attempt to develop and apply the IF framework similarly in order to realize a sustainable, integrally‐informed image of the future of human civilization.

An integrally‐informed approach to futures and foresight studies should help develop and improve futures methodology/practices in general. The IF framework helps to understand philosophical orientations underlying practices and applications.

This application of the IF framework to various mainstream futures schools of thought is original. It should help futurists to see and interpret the bigger picture regarding images of the future in a civilizational context by revealing the “crack” in the modern image of the future, how it relates to the current world crisis, and what is needed to heal the crack so that a new, more integrally‐informed, sustainable image of the future can emerge.

Food delivery apps (FDAs) have rapidly developed due to mobile technologies, changes in modern consumption and increased online use during the COVID-19 pandemic. Despite this, the platforms are struggling to build a stable customer base and make a profit. This study combined tech-driven motivators in an information system success model (ISSM) and emotional attachment operated by affect transfer theory (ATT) to explain why people might continue to use an FDA.

An online quantitative cross-sectional survey was carried out via the Prolific platform. Data were collected from 416 FDA users and analyzed to test the hypotheses using the partial least squares based structural equation modeling.

The study found that system quality, information quality and emotional attachment directly influence the continued use of FDA. Moreover, the results suggest that perceived social interactivity and perceived playfulness are significant antecedents of emotional attachment.

The findings of this study enrich the current literature on continuance intention in online food delivery services by integrating the technology- and affective-based factors. The findings also provide various practical implications for app designers and marketers to foster an emotional bond with users, resulting in high retention rate.

The study proposes the integrated framework of ISSM and ATT for enhancing understanding of consumer behaviors in the post-adoption stage for FDA.