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The purpose of this study is to develop and validate a model to analyze the inter‐relationship between information transparency and the protection of digital privacy of customers, from the perspective of e‐services providers.

A total of 320 questionnaires were sent out to all e‐banking service providers in the Guangdong province in China in 2004 and 150 useable questionnaires were collected. The response rate was 46.9 percent.

The paper identifies three types of digital privacy: information, communication and individual privacy. The findings show that e‐service marketers who adopt a more open information transparency policy are more likely to pay attention to customers' information and communication privacy, but less to their individual privacy.

E‐services providers need to be very careful about the necessity to be transparent in information sharing, but at the same time, have to be well aware of the need of the protection of individual privacy of their customers. Unfortunately, at times they may be too aggressive in adopting an open information transparency policy that may upset their customers by intruding into their individual privacy.

The paper contributes to a more comprehensive conceptualization of digital privacy not only by identifying three generic types of privacy (information, communication and individual), but also by looking into the relationship between information transparency and these three generic types of privacy. This study shows that, unlike the first two types of privacy, individual privacy of customers is given less concern by most e‐service providers.

To build and test a model of customer relationships, with particular reference to the financial services sector, relating the perceived quality of the relationship to one antecedent and two long term consequences.

Data collected by street interviews with 207 consumers of financial services in Hong Kong were analysed by the research tool for this study is a questionnaire‐based survey on the quality of financial services in Hong Kong. Customers were interviewed on the streets in the major commercial districts in Hong Kong and a total of 207 completed questionnaires were collected and subjected to factor analysis. The model was tested for goodness of fit and construct reliability.

The findings confirm that there are significant relationships among relationship quality, information sharing, the expectation of continuing interaction and customers' willingness to recommend their service provider to others.

Future research should apply the model proposed in this study and the findings to other service sectors and other geographic locations, in order to enhance its generalizability.

The study provides strong evidence that financial service providers need to cultivate good‐quality relationships with customers, especially through regular and open information sharing, in order to maintain them in the long‐term.

The main contribution of this study is to demonstrate that relationship quality is a significant mediating variable between the antecedents and consequences of customer relationships. The expectation of a continuing relationship is also found to be strongly related to customers' willingness to recommend “their” service providers to others.

The purpose of this paper is to investigate the effectiveness of mobile messaging for the purposes of information sharing and social networking based on the types of social ties involved. The authors identify two psychological traits in the model: perceived time shortages (TSs) and anxiety trait. These traits can influence individuals’ mobile-messaging usage by facilitating users’ connections to different social ties in modern urban life.

The authors distributed questionnaires at random on the streets of certain densely populated areas in Hong Kong to young urbanites, who are the dominant users of technological social media. The authors collected 492 valid responses, which the authors analysed via multivariate regression analysis.

Mobile messages are more effectively used to share information within strongly tied groups rather than weakly tied groups. However, there is little difference between weakly and strongly connected groups in terms of the perceived effectiveness of mobile messages used for social networking. Anxious people are more inclined to send mobile messages to individuals with whom they have weak ties, and people who perceived TSs send more mobile messages to individuals with whom they have strong ties.

The rapid nature of information and communication technology has enabled new “richer” forms of mobile media. For instance, WhatsApp allows people to attach images and other multimedia files to their messages, and WeChat provides a location-sharing service that enables users to meet new people based on their friendship preferences. Future studies should examine this trend.

This study contributes to the literature by elaborating the mobile-messaging behaviour of urban citizens who are anxious and perceive TSs within strongly and weakly connected social groups.

The extant literature highlights the notable lack of a consensus among operations and supply chain management scholars regarding the theoretical underpinnings and associated empirical evidence for the performance impact of supply chain quality management (SCQM) practices on quality. The purpose of this paper is to redress this imbalance in the literature through empirical examination of the relationship between SCQM practices and quality performance outcomes.

In accordance with the research aim, a quantitative approach was adopted, and a multi-item scale Web-based survey was designed to collect primary data. A total number of 325 questionnaires were collected from a sample of UK-based manufacturing companies. Factor analysis, internal consistency and multivariate regressions were used to validate the multi-item scale and test the hypotheses.

The findings confirm the proposed hypotheses and reveal statistically significant results for the performance impact of SCQM practices on quality at an aggregate level. However, the results of the individual level analysis of SCQM practices appear to vary from practice to practice. Of various SCQM practices, customer focus with the highest beta value (i.e. ß = 0.303; t-value = 6.120; p = 0.000) was found to have the greatest impact on quality performance.

The findings encourage managers to place high priority on both inter-firm and intra-firm relationships as prerequisites for achieving superior quality performance. The propositions and the results of the study provide managers with some guidelines about effective management of upstream, midstream and downstream supply chain networks and awareness of the potential synergies arising from the combined effects of SCQM practices that could bring about desired quality performance outcomes across the entire supply chain network.

Real and sustainable quality performance often requires an equal focus on both intra- and inter-firm relationships among supply chain partners. Therefore, effective management of quality across the entire supply chain is deemed essential if a firm is to smoothly supply high-quality products and services to customers. But little research has been devoted to understanding conceptual underpinnings of SCQM as well as empirical support and validation for the conceptualisation and measurement of SCQM practices. Based on the insights gained from social network theory, this paper makes an attempt to address this gap and examine the impact of SCQM practices on quality performance.

This chapter uses a dataset of heights calculated from the femurs of skeletal remains to explore the development of stature in England across the last two millennia. We find that heights increased during the Roman period and then steadily fell during the “Dark Ages” in the early medieval period. At the turn of the first millennium, heights grew rapidly, but after 1200 they started to decline coinciding with the agricultural depression, the Great Famine, and the Black Death. Then they recovered to reach a plateau which they maintained for almost 300 years, before falling on the eve of industrialization. The data show that average heights in England in the early nineteenth century were comparable to those in Roman times, and that average heights reported between 1400 and 1700 were similar to those of the twentieth century. This chapter also discusses the association of heights across time with some potential determinants and correlates (real wages, inequality, food supply, climate change, and expectation of life), showing that in the long run heights change with these variables, and that in certain periods, notably the thirteenth and fourteenth centuries, the associations are observable over the shorter run as well. We also examine potential biases surrounding the use of skeletal remains.

In 2019, the world was hit by a life threatening severe acute respiratory syndrome causing a global pandemic; Coronavirus disease (COVID-19). In the UK, a nationwide “lockdown” of public isolation and reduced social contact followed. The experience of COVID-19 and the lockdown for forensic secure mental health patients is yet to be understood. This study aims to explore this phenomenon from the patients’ perspective.

A qualitative approach was taken. Semi-structured interviews were carried out with six patients from a low secure unit in the UK, between November 2020 and March 2021.

Interpretive phenomenological analysis generated three superordinate themes from the data, providing insight into patients’ experience: “treading water”; how they managed: “learning to swim”; and what was helpful during this time: “in the same boat”.

Further consideration should be given to creating a sense of safety in wards, along with ways to continue to address the power imbalance. Interestingly, social connection may be cultivated from within the hospital setting and would benefit from further research.

To the best of the authors’ knowledge, this is the first study to explore secure patients’ experience of COVID-19 from the patients’ perspective, within a population often neglected within recovery research.

Social care is likely to be a key campaign issue in the 2010 general election. An overview of the current policy positions of the major political parties suggests a consensus in many areas, notably personalisation, the third sector, reducing bureaucracy, and closer working between health and social care. Differences may be sharper in policy detail and how future funding should be reformed. Irrespective of who wins the election, the forthcoming spending squeeze will focus attention on how to achieve more with fewer resources, and health and social care integration is likely to become a higher policy priority.

In recent years, a number of historians have examined the reasons for differences in the height and health of men and women in nineteenth-century Britain, often drawing on economic studies which link excess female mortality in the developing world to restrictions in women's employment opportunities. This paper re-examines this literature and summarises the existing literature on sex-specific differences in height, weight and mortality in England and Wales before 1850. It then uses two electronic datasets to examine changes in cause-specific mortality rates between 1851 and 1995. Although there is little evidence to support the view that the systematic neglect of female children was responsible for high rates of female mortality in childhood, there is rather more evidence to show that gender inequalities contributed to excess female mortality in adulthood.

The learning outcomes are as follows: to use advanced frameworks and tools to convey complex ideas related to strategy and sustainable business practices; apply relevant concepts and theories of corporate social responsibility and governance to a practical situation while making decisions; demonstrate understanding of the importance of stakeholders when developing socially responsible thinking; and analyze the different strengths and weaknesses of the organization when making a decision that would affect the company strategy.

Claire Humphry was the General Manager at the renowned The Nacre Hotel in Penang, Malaysia. Claire had a very busy job as she had many people who reported to her, and the hotel was always full of guests. One of the things Claire also managed was the restaurant OceanSound that was owned and operated by her hotel. OceanSound was a very thematic restaurant that specialized in making sculptures of food for special events. On the New Year’s Day in 2023, Claire came to work ready to tackle what was sure to be a long and busy day. However, Claire had not anticipated exactly how taxing the day would end up being. During Claire’s talks with her colleagues throughout the day, her conversation with her friend, the head chef of OceanSound, Poh, would nag at her head for the rest of the day based on the events that followed. The New Year’s special sculpture at OceanSound was to be a large rabbit made of cake to commemorate 2023 being the year of the rabbit according to Chinese zodiac. This is usually kept secret until the sculpture is revealed; but somehow this information had been leaked. This led to The Nacre Hotel and OceanSound being in the spotlight for bad reasons as this sparked a debate online regarding food wastage. This escalated quickly and even led to a famous food influencer commenting on this using specifically The Nacre’s name. Activists also quickly emerged in front of the hotel to protest the creation of sculptures and the food wastage in Malaysian hospitality industry, seeking to make an example out of The Nacre Hotel. The online criticism died down and was eventually replaced by praise for the sculpture. The activists were also eventually asked by the hotel security to leave, which led to the rest of the day to go as expected for a New Year’s Day at The Nacre. However, Claire’s nagging suspicion that they were not out of the woods led her to start looking into food wastage in the hospitality industry in Malaysia to educate herself and bring it up in a future meeting. Two days after this incident, on January 3, 2023, Claire found The Nacre Hotel posted on the newspaper headlines, dissecting the food wastage associated with the hotel now. After getting an urgent phone call from the Regional Manager, who was pressured by the board and shareholders, Claire decided the time to address this issue could not be delayed any longer. She wrote an email to her strategy team to come up with some ideas for possible solutions to the issue and to present them in a group meeting within a week’s time. At the conclusion of the meeting, Claire was contemplating about the decision that she had to make if she wanted The Nacre Hotel to continue operating successfully in Malaysia’s hospitality industry.

The main theoretical concepts illustrated in the case include corporate governance approaches, types of corporate social responsibility, stakeholders’ prioritization, organizational culture, organizational structure, industry analysis and strategic choices. Therefore, this case study can be used in a upper-level undergraduate business courses in the field of Strategic Management and Corporate Social Responsibility. The case study can be successfully used in a capstone course on Business Policy and Strategy, when tackling the concepts of corporate social responsibility, environmental sustainability strategy and corporate governance. Under this scenario, the usage of conceptual frameworks from Chapters 2 and 3 of the textbook titled “Concepts in Strategic Management and Business Policy: Toward Global Sustainability” by Wheelen and Hunger would be required. This case study can also be successfully applied to MBA level courses on Strategic Management in a Globalized World. In this case, the latest edition of the textbook titled “Exploring Strategy” by Whittington et al., could be used (particularly, the material from Chapters 2–9, 11, 14 and 15). Additionally, the case could also be used in courses related to Tourism and Hospitality, especially in schools which have specialized programs in this field.

Teaching notes are available for educators only.

CCS 12: Tourism and Hospitality.