Marilyn M. Helms and Donna T. Mayo
The purpose of this study is to explore the variables most often associated with customer dissatisfaction and to discern which variables result in customer defection…
Abstract
Purpose
The purpose of this study is to explore the variables most often associated with customer dissatisfaction and to discern which variables result in customer defection. Identification of these variables can aid managers as they develop strategies to prevent their occurrence.
Design/methodology/approach
This exploratory study examined customer service dissatisfaction from a respondent group of customer service representatives employed by a call center. These employees deal with customers as their exclusive job function and are trained to correct customer concerns. The customer service respondents were surveyed and asked to list their top service complaints. From this list they were also asked to indicate the top ranked poor service issue that would cause them, as customers, to defect and select a competitor to provide a substitute product or service.
Findings
Results of the study parallel those in other customer dissatisfaction research and indicate interesting characteristics of customer dissatisfaction arising from service failure. Interestingly, the top four categories (rude employees/poor attitudes; overall poor service; employees socializing and not paying attention to customers; and slow service) were noted most often as service problems by respondents and also ranked as the top reasons for defection. Areas for future research are also considered.
Practical implications
By understanding and anticipating poor service delivery, managers can regard these complaint categories as critical market research information. In addition, such information may help managers anticipate customer needs. They can re‐structure service experiences and train employees to avoid problem behaviors and actions.
Originality/value
While past research has focused on end‐user customers and their dissatisfaction, this research considers the opinions of consumers who are trained in, and work in, customer service.
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Donna T. Mayo, Marilyn M. Helms and Henry M. Codjoe
Retaining students is a critical topic in higher education. A plethora of research has investigated demographic, age, life stage, ethnicity, and a host of other variables that…
Abstract
Retaining students is a critical topic in higher education. A plethora of research has investigated demographic, age, life stage, ethnicity, and a host of other variables that influence retention. Colleges have responded to retention issues with a host of classes, workshops, and orientation or mentoring programs to aid student retention. Specifically, this study compares the retention concerns of high school students considering college vs the concerns of existing college students in a variety of degree programs to see if factors vary over time. Using a case study approach, the study found three key variables associated with retention problems. The discussion and conclusions identify ways for colleges to alter both marketing and assistance programs for both groups. Suggestions for replication and areas for future research as well as implications for policy directions are included.
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J. Ruben Boling, Donna Taylor Mayo and Marilyn M. Helms
Mergers in higher education seem to be more common as academic institutions work to control costs and avoid program duplications in challenging economic times and adopt the more…
Abstract
Purpose
Mergers in higher education seem to be more common as academic institutions work to control costs and avoid program duplications in challenging economic times and adopt the more common cost saving measures often espoused from business mergers. The purpose of this paper is to highlight successes from a complementarity-based merger of two institutions in the University System of Georgia (USG) and present results over time.
Design/methodology/approach
A case study methodology was employed to explain why a particular merger resulted in greater growth compared to other system-wide academic mergers. This research focuses on a single merger of two institutions in Georgia, one of seven such mergers in the USG institutions to date, involving Gainesville State College and North Georgia College and State University to become the University of North Georgia. Observations are made and complimented by secondary data to rank growth among the seven USG consolidations.
Findings
The case findings highlight the success from the complementarity of these institutions. While the two were unique institutions, the success of the merger was linked to the underlying complementarity issues.
Originality/value
Using the strategic issues inherent in mergers from the business literature, the merger of the two institutions is profiled and discussion and recommendations are provided along with areas for future research.
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A proposed typology of moral exemplars in business highlights instances selected to illustrate standards for inclusion. The typology distinguishes among champions, heroes, and…
Abstract
Purpose
A proposed typology of moral exemplars in business highlights instances selected to illustrate standards for inclusion. The typology distinguishes among champions, heroes, and saints as different kinds of business exemplars. The typology reflects variations in both specific decision conditions and moral value emphases of business actors. The typology also differentiates moral exemplars from moral neutrals (i.e., amoral actors) and moral sinners (i.e., moral value scofflaws). The objective is to advance understanding of moral character and moral courage in business settings.
Methodology/approach
The methodology combines original conceptual argument and brief case summaries taken from available literature. The chapter is not a systematic survey of literature but cites key works. Construction of the typology involved iteration between conceptual development and case interpretation.
Findings
The chapter separates business cases into private business and public business, and applies Adam Smith’s distinction between citizenship and good citizenship. An additional distinction is made between extreme conditions and normal conditions. Moral heroism in business is restricted to life-and-death or strongly analogous situations in extreme conditions such as hazardous whistleblowing. Moral sainthood in business involves extreme maximization of a single value going far beyond simple compliance with legal requirements and typical ethical norms – Smith’s definition of citizenship. Moral championing in business concerns some degree of lesser self-sacrifice in defense of important values reflecting Smith’s definition of good citizenship.
Research Limitations and Implications
The chapter is a selection of literature undertaken in iteration with the conceptual development effort. The original research aspect of the chapter is thus quite limited. The author is not positioned to judge the accuracy of published information, for or against a particular instance. The classifications thus depend on whether the instance would, if the generally reported facts are basically accurate, serve as a reasonable illustration of standards for inclusion. Criticisms have been made concerning some of the instances discussed here.
Practical Implications
The emphasis is on providing standards for defining moral exemplars for business to suggest how much can be accomplished in business through moral influence.
Originality
The conceptual contribution is original, although drawing on the philosophical literature debate about saints and heroes. The chapter treats exemplar as the overarching construct, separated into three kinds: heroes, saints, and champions. Sinner is implicit in the notion of saint. The chapter adds moral champions and moral neutrals to isolate moral heroism. The cases exist in the literature, but have been combined together here for the first time.
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This paper analyzes Drew Goddard and Joss Whedon's recent film, Cabin in the Woods (2012), using Thomas J. Catlaw's Fabricating the People (2007), to illustrate the precarious…
Abstract
This paper analyzes Drew Goddard and Joss Whedon's recent film, Cabin in the Woods (2012), using Thomas J. Catlaw's Fabricating the People (2007), to illustrate the precarious position of youth at the beginning of the twenty-first century. The author argues that just as the film requires young people to sacrifice themselves for the good of humanity, recent political events ask young people to sacrifice their well-being for the sake of neo-liberalism. Throughout the film, youth refuse the sacrificial logic of the Director, choosing instead a “logic of subtraction.” While the film seemingly ends with the nihilistic end of the world, when viewed through the lens of Fabricating the People it may also offer a hopeful suggestion for how young people can resist and change oppressive systems of governance.
James William Churchman, Susan Baron, Michelle Carr and Donna Orr
Following research into the application of Electronic Monitoring (EM), Criminal Justice Order (2016) no. 954 was published, which introduced EM for offenders leaving custody in…
Abstract
Purpose
Following research into the application of Electronic Monitoring (EM), Criminal Justice Order (2016) no. 954 was published, which introduced EM for offenders leaving custody in England and Wales (Ministry of Justice, 2016). EM was later extended to include those subjected to release on temporary licence (ROTL). The purpose of this study is to be the first, to the best of the authors’ knowledge, to evaluate a pilot project using EM during the ROTL process. The outcome allowed for recommendations to be made regarding the continued use of EM within the open prison estate.
Design/methodology/approach
This is a qualitative research project involving semi-structured interviews with staff and residents. Transcripts were analysed using thematic analysis which resulted in exploration of 4 themes and 11 sub-themes and recommendations for future research/practice.
Findings
Results demonstrated that both staff and residents evaluated the use of EM as helpful with regard to evidencing compliance with ROTL conditions. In addition, staff also found it helpful for providing additional reassurance to victims and providing evidence for ROTL breaches.
Practical implications
To the best of the authors’ knowledge, this was the first qualitative evaluation of EM relating to the ROTL process. The evaluation improves understanding of the value of EM for policymakers and the Ministry of Justice, especially in terms of the ROTL process. The recommendations made in this paper evidence the value of EM use in the future.
Originality/value
This evaluation supports continued use of EM and its integration into policy and procedures for residents subject to temporary licence. This paper concluded that consistent and reliable use of EM may contribute to victim reassurance and reduce recidivism of residents during ROTL, subsequently increasing the public’s perception of safety.
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Donna Dickson, Igor Noveski and Hana Hamidi
The purpose of this paper is to identify critical components for service science curricula that address the unique competency needs of the service sector.
Abstract
Purpose
The purpose of this paper is to identify critical components for service science curricula that address the unique competency needs of the service sector.
Design/methodology/approach
The method for this investigation included a comprehensive review, analysis, and synthesis of service science, as well as service science management and engineering (SSME) related literature. As human capital is of unique importance in this business sector, particular emphasis was placed on examining the need for human resource development‐related content in service science curricula.
Findings
Expansion of the services sector globally has been unprecedented. “Some analysts predict that by 2020, services will account for 50 percent of world trade” (Downe et al.). Yet a global shortage of graduates with the skills needed for success in service sector jobs has been forecast. Compounding this talent shortage is the relatively small number of degree programs available to prepare professionals for service sector jobs. Because the growth in the service sector has outpaced improvements in productivity, quality, and innovation, and there is a lack of skilled talent to address these challenges, increasing attention is being placed on service science curricula.
Originality/value
Given the economic importance of, and current deficiencies in, the service sector it is poised to make a significant impact by improving service science education.
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Donna Derksen, Parth Patel, Syed M. Mohyuddin, Verma Prikshat and Sehrish Shahid
This paper aims to propose an expatriate psychological adjustment model that postulates expatriate mental health as an antecedent to psychological adjustment. It presents novel…
Abstract
Purpose
This paper aims to propose an expatriate psychological adjustment model that postulates expatriate mental health as an antecedent to psychological adjustment. It presents novel predeparture and post-arrival international human resource management (IHRM) expatriate management mental health supportive interventions.
Design/methodology/approach
This paper critically reviews theoretical frameworks in the IHRM domain around expatriate psychological adjustments such as the U-Curve Adjustment Theory (Lysgaard, 1995), the Framework of International Adjustment (Black et al., 1991), the Dimensions of Expatriate Adjustment (Haslberger et al., 2013) and the Stress Outcome Model (Bader and Berg, 2014), in a quest to develop a new conceptual framework. This study presents a new conceptual framework along with propositions to take into consideration the relationship between mental health and expatriates' psychological adjustment.
Findings
The findings suggest that mental health is an antecedent paramount to psychological adjustment. The paper proposes mental health-supportive IHRM expatriate management interventions to address the potential failure of expatriates' psychological adjustment. The authors elaborate on the IHRM expatriate management policies and practices at the home and host country to ensure the mental health of company-assigned expatriates sent on international assignments.
Originality/value
The novel conceptual framework underpins mental health as the antecedent paramount to expatriate adjustment, taking into consid eration the elevated stress of situational events such as COVID-19, which had previously not received substantive formal consideration by research scholars in the IHRM domain. The conceptual framework encourages the inclusion of mental health as an antecedent in future research.
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Myron D. Fottler and Donna Malvey
Retail clinics in health care have been characterized as a “low-cost disruptive innovation” (Christensen, Anthony, & Roth, 2004). This article examines the retail clinic…
Abstract
Retail clinics in health care have been characterized as a “low-cost disruptive innovation” (Christensen, Anthony, & Roth, 2004). This article examines the retail clinic innovation, how it has grown and evolved over time, and the human resource implications of this phenomenon. The article provides a comprehensive literature review of both academic research and practitioner perspectives. Data regarding how retail clinics have impacted consumer access to health services, cost of health services, clinical outcomes, and customer satisfaction are examined. Even though retail clinics use lower cost staffing patterns than do traditional providers, data indicate positive outcomes and high levels of customer satisfaction with retail clinics. The evolution of retail clinics through multiple models and staffing patterns are discussed. The article concludes with implications for theory, health administration practice, public policy, and future research.
Previous studies have pointed the need for more research, which explores how peer provision brings about change associated with recovery. This study aims to test Leamy’s…
Abstract
Purpose
Previous studies have pointed the need for more research, which explores how peer provision brings about change associated with recovery. This study aims to test Leamy’s framework, which consists of five recovery processes: connectedness, hope, identity, meaning and empowerment (also known as the CHIME framework) within the peer provision context.
Design/methodology/approach
This mixed-methods study was completed in two stages. A total of 13 face-to-face interviews were conducted with peers and the transcripts were analysed thematically. A short online questionnaire was completed by 12 peers and analysed with both descriptive statistics and thematic analysis.
Findings
The participants spoke about the value of peer providers (PPs) in building connectedness, fostering hope and optimism, growing identity, enhancing meaning and empowerment (CHIME). However, their connectedness was hindered by external circumstances and the intrapersonal capacities of their PP.
Practical implications
The CHIME framework was useful in highlighting stages in which peers moved through their recovery and its corresponding PP involvement. PPs were also found to promote motivation, which was a key driver in their peers’ recoveries. Further research is needed to test frameworks that account for wider systemic issues and the role PPs play in enhancing motivation.
Originality/value
This study has identified the usefulness of the CHIME framework in describing peer provision. It contributes to our understanding of how peer provision can promote recovery in persons with mental health challenges. It lays the groundwork for future research into examining the role of peer provision in recovery and its distinctiveness from other forms of mental health support.