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In the context of business schools, the word “leadership” is widely used in missions, visions, and marketing materials. However, underlying support and the infrastructure to truly develop leaders may be lacking. The purpose of this paper is to highlight the challenges and issues facing leadership education in the context of business education. More specifically, we highlight some of the structural challenges, foundational issues, and research related problems and identify several opportunities to address some of the areas for development. Throughout this paper, we discuss how the National Leadership Education Research Agenda can spark research that will legitimize our work not only in business, but across disciplines.

The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the opportunity to improve its customer service. In contrast to studies that examine determinants of complaint behavior to resolve customer dissatisfaction, examines how attitudinal and perceptual variables, influenced by generalized personal factors, affect complaint intention. Performs a path analysis to examine the links among generalized personal antecedents, attitudinal and perceptual mediators, and customer’s complaint intentions. The empirical results confirm that attitudinal and perceptual mediators positively influence complaint intention. Furthermore, three generalized personal antecedents affect attitudinal and perceptual mediators. The empirical results indicate that attitude toward complaining plays a central role in mediating between three generalized personal antecedents and complaint intention. Finally, provides managerial implications that suggest ways firms can manage customers’ complaints to enhance customer satisfaction.

The author argues that we must stop and take a look at what our insistence on human labour as the basis of our society is doing to us, and begin to search for possible alternatives. We need the vision and the courage to aim for the highest level of technology attainable for the widest possible use in both industry and services. We need financial arrangements that will encourage people to invent themselves out of work. Our goal, the article argues, must be the reduction of human labour to the greatest extent possible, to free people for more enjoyable, creative, human activities.

The purpose of this paper is to consider some notions that are currently in use in integrated care, with the aim of exploring whether these notions improve the quality and integration of care.

Notions like “continuity of care”, “coordination of care”, “team‐working” and “partnerships” are some of the wide variety of terms increasingly employed within the range of initiatives and efforts that aim to enhance the quality of health and social care environments for patients and users. While each of these notions seems to represent a worthy cause in the quest for better care, and is accompanied by varying extents of evidence of its effectiveness, conceptual clarity of each notion remains a challenge. This paper undertook a detailed examination of what each of these notions comprises, how it is measured objectively and subjectively, whilst highlighting any apparent overlap between the notions.

From the analysis of the four notions, two main patterns of dysfunctional features emerged: the first pattern involved issues of multiple, imprecise and constricted definitions; the second pattern had to do with imprecise or conflicting assessments of how the different notions or dimensions thereof are related to one another.

A review of the literature suggests that the meanings, and consequently the measurement, of these notions could benefit from less ambiguity in order to prevent confusion about what precisely is being implemented and measured.

In order that calls for quality improvement do not become slogan statements, there is an urgent need for integrated framework(s) that add clarity to an already compound web of notions. This could contribute to improving the quality of research and evidence base of this complex field.

The purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.

A quantitative research method was used based on a self‐administered ad‐hoc questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.

The results show that the following variables have significant effects on intentions: attitudes towards complaining, level of information and complaining experience, level of dissatisfaction and likelihood of success with the complaint. An increased effect of attitudes towards complaining has been found in customers with no previous experience of the restaurant.

This work shows that the customer's previous experience is important in the formation of complaining behaviour intentions and therefore research is needed on new variables which may play a moderator role.

In this chapter, we address the question if and how modern technology can be used to design questionnaires, diaries, web sites, and experiments to improve the validity of reliability of active data collection instruments. In particular, it discusses the history of computer-assisted activity diary data, reenactment sessions, stated preference methods, and interactive computer experiments with a special focus on the design of these instruments in terms of respondent support and user interfaces. Empirical evidence and experience suggests that although fascinating instruments may increase respondent motivation and involvement and therefore improve the reliability of the measurements, there is also the danger that respondents' answers are influenced by features of the electronic instrument that are not essential, reducing validity and reliability.

The purpose of this review was to explore the literature for evidence of the impact of interprofessional practice models on health service inequity, particularly within community care settings for diverse ageing populations.

An integrative systematic literature review was conducted following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework combined with the EndNote reference management system. Following the collection and comprehensive screening process completion, a thematic analysis of the included articles occurred utilising within NVivo 12 software.

The review found that there was a paucity of evidence related to the relationship between interprofessional practice models (IPM) and health service equity for ageing populations. There is a need to improve collaborative practices between social care, public health care and health service providers to more clearly define team member roles. Key aspirations included the need for future innovations in health service delivery to place health service equity as a goal for interprofessional practice. There is a need to find ways to measure and articulate the impact for vulnerable populations and communities.

The review offers insight into the need for health care delivery models to place health service equity at the centre of the model design. In practice settings, this includes setting interprofessional team goals around achieving equitable care outcomes for, and with, vulnerable populations. Implications for practice relate to improving how interprofessional teams work with communities to achieve health care equity.

There is a consensus across the literature that there continues to be health service inequity, yet IPE and interprofessional collaborative practice (IPC) have been growing in momentum for some time. Despite many statements that there is a link between interprofessional practice and improved health service equity and health outcomes, evidence for this is yet to be fully realised. This review highlights the urgent need to review the link between education and practice, and innovative health models of care that enable heath care professionals and social care providers to work together towards achieving health equity for ageing populations. It is clear that more evidence is required to establish evidence for best practice in interprofessional care that has the mitigation of health care inequity as a central objective.

The Ni-based superalloy IN-738 LC is known to be susceptible to porosity and different types of cracking during the build-up process and, thus, challenging to manufacture using selective laser melting (SLM). Determining a feasible set of operating parameters for SLM of nickel-based superalloys involves new approach to experimental design based on the Doehlert method that assists in determining an optimal (feasible) set of operating parameters for SLM of IN-738 LC powder alloy.

The SLM parameters are evaluated in terms of their effectiveness in obtaining the microstructure with a porosity content of <0.5 per cent and without micro-cracking. The experimental approach is exemplified with the Doehlert matrix response variable, relative density, by comparing Archimedes method with microstructural assessments of pores and cracks from image analysis. The effect of heat treatment (HT) and hot isostatic pressing (HIP) on the microstructure of the SLMed IN-738 LC powder alloy has been examined and the consequential tensile response characterised.

By using optimised process parameters (low heat input, medium scanning speed and small hatching distance) which provides medium energy density, samples of IN-738 LC with a macroscopic porosity <0.5 per cent and free of micro-cracks can be manufactured by SLM. The results indicate that HIP of SLMed material did not lead to a noticeable effect on mechanical properties compared to HT of SLMed material suggesting that the level of both porosity and crack density might be already below the detection limit for the mere heat-treated material.

SLM processing parameters (power, scan speed, hatching distance) for IN-738 LC were successfully optimised after only 14 experiments using Doehlert design. Two independent methods, Archimedes method and image analysis, were used in this study to assess relative density of SLM-produced samples with sets of processing parameters showing coherency in prediction with predicted response by Doehlert design.

The purpose of this paper is to mitigate the dearth in the library literature of large‐class, active learning pedagogies, by providing examples of these instructional approaches used in mega‐classes within the science, humanities, and education fields, for application within the library environment, specifically in large information literacy instruction sessions.

The author surveys both the library and science and education literatures, comparing coverage of active learning approaches in the professional literatures of each.

Although the library literature enthusiastically supports active learning approaches to teaching information literacy in theory, there are statistically few librarians who employ these learning modalities in their teaching. There are hardly any examples in the library literature of librarians using large‐class, active‐learning pedagogies. This article discusses some of the reasons behind librarians' reluctance to use active learning techniques and offers pragmatic suggestions from the literature of the sciences and education to alleviate this reticence.

This paper helps fill in the gap in the library literature discussing large‐class, active pedagogies for information literacy instruction. It offers some practical solutions from within the non‐library literature to some of the pedagogical obstacles inherent in mass classes, making explicit applications to information literacy instruction.

The purpose of this paper is to obtain high-performance ceramics and enrich additive manufacturing of ceramic parts. Also, a new manufacturing technique based on slurry by selective laser melting (SLM) was studied, which has some significant advantages compared to indirect selective laser sintering of ceramic powders.

To study the effect of laser parameters on the surface morphology and melting state of pure Al₂O₃ ceramics, laser power varied between 100 and 200 W and scan speed varied between 60 and 90 mm/s.

Experimental results show that Al₂O₃ slurry melts completely when the laser power is about 200 W and the scanning speed is 90 mm/s. Surface quality cannot be improved effectively by changing the scanning speed. However, surface quality improves when the laser power is 200∼205 W and energy density is 889∼911 J/mm³. Thermocapillary convection was observed during SLM. By changing the temperature gradient, streak convection and flowing Bénard cells were obtained during SLM of Al₂O₃ slurry.

It is feasible to produce slurry ceramic parts without binders through SLM. Increasing the laser power is the most effective way to fully melt the ceramics. Complex thermocapillary convection was observed during this new process; it may be used to produce crystals.