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The purpose of this paper is to measure and compare the performance of Portuguese secondary schools.

Some data on the schools were collected via an electronic questionnaire sent to 103 secondary schools of the centre region of Portugal; other needed data were available through the Centre Regional Education Authority. Of the 33 schools that participated in the study, there was complete data for 29. A non‐parametric technique, data envelopment analysis (DEA), was used to assess the sample of schools and the results obtained were compared with some preliminary results of a national evaluation programme of schools.

From the findings, the tentative conclusion is that most schools are following national education policy priorities relating to decreasing dropout rates and increasing completion rates. School performance does not seem to relate to geographic location, size of the school, typology of the school or rotation of its executive committee. The paper concludes by discussing the need for metric benchmarking exercises of the type proposed, to inform schools, evaluators and policy decision makers. Finally, the complementarities between metric and practice benchmarking exercises are argued for.

The paper reports on an exploratory study, and thus it contains limitations which need to be overcome by further work. The sample used is small and self‐selected; the DEA models used are quite simple; also, it would be desirable to compare the results of the DEA, with parametric techniques that have been used to evaluate school performance.

The paper makes a contribution to the understanding of schools' performance management, in order to inform schools, evaluators and policy decision makers.

This monograph contains abstracts from the 2005 Employment Research Unit Annual Conference Cardiff Business School, Cardiff University, 6‐7th September 2005

This work explores the potential benefits of aligning the strategic planning process with a BPM program in a clinical research center (CRC). The purpose of this paper is to define a process for executing strategic planning oriented towards the promotion of a BPM program.

The method applied is action research. This allowed the solution of a practical problem and at the same time the proposition of a new approach to promote BPM in alignment with strategy, which was synthesized in the model presented.

The analysis and structuring of the strategic planning process, with the assessment of the as-is situation, were adequate as a preparation step for the first cycle of a BPM program in the CRC. Based on lessons learned along the research project, a model was proposed for the strategic planning process oriented towards promoting BPM.

The model was conceived from a single application at a CRC, through a cycle of action research. This is one of the limitations of this work. The model was not yet sufficiently tested in other contexts. This represents opportunities for future research.

The evaluation step in the action research cycle revealed that the organization in focus was satisfied with the results. New management practices in the organizations in focus were implemented as a result of this work.

Process improvement initiatives are a novelty in the CRC context, and this work may serve as a reference for CRC managers seeking to improve overall performance. The proposed model in this work indicates that a BPM program should start with strategic planning. An initial assessment of the as-is situation of the organization in focus was performed based on the analysis of the undesirable effects in the organization’s management practices, using a technique of the Theory of Constraints. The use of this technique facilitated the identification of solutions to the root causes identified in the assessment. The level of the assessment was deeper in comparison to results obtained with traditional tools used in strategic planning processes. The assessment supports the definition of actions oriented to solving the majority of the management dysfunctions of the organization in focus.

The aims of this study are to analyse the impact of brand-centric relationships (individual and collective) and negative emotions on brand hate felt towards brands used in extreme sports and to assess whether brand hate is a driver of negative consumer behavioural intentions.

This study takes a quantitative approach, using a sample of 300 Spain-based users of snow-sports brands. After validating the measurement scales, the hypotheses were tested through structural equation modelling. Drawing on the cognitive perspective of emotions and the triangular theory of hate, this study posits that individual and collective consumer-brand relationships evoke inward negative emotions and brand hate, thus influencing brand avoidance, brand switching and negative word-of-mouth.

The results showed that collective and individual consumer-brand relationships (negative brand experience, consumer-based brand equity and symbolic incongruence) impact inward negative emotions towards snow-sports brands. Inward negative emotions directly influence brand hate, which in turn affects consumers’ intention to avoid brands, switch brands and engage in negative word-of-mouth.

This research provides novel insights into how individual and collective brand-centric relationships evoke inward negative emotions towards extreme sports’ brands, which in turn increases brand hate, and expands knowledge of how brand hate might increase the consumer’s intentions to avoid the brand, intention to switch brands and intention to engage in negative word-of-mouth.

Exerting a peculiar fascination on both managers and academics, Millennials can be distinguished from other cohorts by their intense exposure to the internet and heavy use of social media, which, in turn, affect their identity formation, brand engagement, loyalty and purchase behaviour. Yet, uncertainties regarding online engagement and the real benefits brands can reap from Millennials’ avid use of social media remain. Therefore, by developing a holistic model of drivers and outcomes, this study aims to understand how Millennials engage with their most loved, self-expressive brands across social media platforms and its impact on loyalty-related intentions.

Data was gathered using a self-administered survey, answered by 343 millennial generation social media users and based on self-selected self-expressive, loved brands. Considering brand loyalty as a key outcome, a holistic model was developed and tested using partial least squares-structural equation modelling, emphasizing not only the role of social media engagement but also including brand love, experience and identification as direct and indirect antecedents.

Findings suggest a disconnection between online and offline brand relationships: though Millennials love and are very loyal to their favourite brands, they are not actively engaged in social media, which helps to explain the non-significant effect of engagement on brand loyalty. Moreover, together with brand identification, brand experience was found to play a major role in developing brand love, which, in turn, is positively related to engagement and loyalty.

Theoretically, this study contributes to bridging a gap in the literature, as research on engagement, its drivers and outcomes is scant and there is no robust evidence about its impact on brand loyalty, particularly among Millennials. Moreover, research on disengaged consumers who exhibit limited willingness to engage is still scant. Managerially, this study provides insights for brand managers wishing to successfully engage and build relationships with Millennials and to identify key routes to Millennials’ loyalty.

Purpose: The purpose of this study is to assess the effect of social isolation of minors with a parent or grandparent suffering from amyotrophic lateral sclerosis (ALS) and to determine whether the psychological support offered by an Italian no-profit association helped them to manage stress.

Methodology: This study followed a qualitative research design. The participants responded to in-depth interviews that were processed with inductive thematic analysis.

Findings: Five themes emerged: feedback on the psychological intervention; learning and changes after the intervention; discourses on illness and death in the family; experiences and difficulties during the lockdown and suggestions for other peers who might face the same situation.

Social Implications: Psychological support is necessary for these minors, and it helped them to manage both the stress of living with ALS and the limitations of social relationships during the pandemic. It showed the importance of authentic and honest communication about illness and death that allowed minors to manage anxiety and fear. Positive reinterpretation of these experiences by transforming them into opportunities was also revealed.

Originality: Studies on families with ALS patients are numerous, but studies on children of these patients are still rare, and no study has investigated the impact of the COVID-19 pandemic on these children. This research investigated a topic that has not been covered previously and it also provided the opportunity to know how these children, preadolescents and adolescents living in an already complex environment, have experienced lockdown and restrictions. The study also enriched the literature on this important issue.

Discusses chronic fatigue syndrome (CFS), which is a “contested disease”, that is, it is not recognized by the medical profession as a legitimate illness and, consequently, people suffering from the illness are not eligible for support/aid. Explores what this non‐recognition means and the impact it has on both the sufferers and their families. Refers to repetitive strain injury and Alzheimer’s disease – neither of which were recognized by medical professionals until recent times – as examples of illnesses that have gained medical legitimacy. Reports that sufferers of CFS, who did not receive an adequate medical diagnosis, were under pressure to become active again, whereas sufferers who received a diagnosis of persistent fatigue gained a lot more support from family and friends. Investigates also the strains involved in coping with a family member with an illness such as Alzheimer’s disease or CFS – as ever economic resources figure prominently. Raises the issue of management of illness in modern society. Recommends that, as health care is pushed ever more onto families and the community, so they should be the recipients of financial support.

Considering the classification of the Portuguese cities of Amarante, Braga and Barcelos as UNESCO Creative Cities in 2017, this study employs the case study approach to understand local residents' perceptions of the implications that this classification can bring to each of these cities, to their communities and to local tourism development. More specifically, the research explores the perceived tourism-induced impacts and destination recovery on the three cities, given their certification as Creative Cities. An online questionnaire was used in April 2018 to collect the opinions of local residents. The main findings of this study reveal that most of the respondents are familiarised with the UNESCO Creative Cities classification and are aware that their municipality was awarded this classification in 2017. The findings also reveal that the residents of the three cities have a strongly positive perception of the UNESCO Creative Cities classification. The large majority considers that the classification is important for the tourism development of the cities. A variety of tourism-induced impacts are perceived by the local communities. Overall, the positive impact perceptions outweigh the perceived negative effects. This study contributes to the tourism literature, destination (management) recovery and to local development and place policies of tourist destinations.