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A critical issue in the effective development and promotion of services is the identification of which service components are most closely related to attitude toward the service provider and repeat purchase behavior. The present study disaggregates a service (passenger rail transportation) into pre‐core and core service performances, and uses these elements to create a model of the effects on relevant service attitudes and intentions. Using a sample of 2,529 Amtrak riders, the present research finds that the core service elements of on‐board conditions, cafe car conditions, and on‐time performance were most strongly related to attitude toward the service provider. Advertising implications for developing repeat purchase behavior are discussed.

The purpose of this article is to develop and empirically test an extension to the three‐column format SERVQUAL instrument to evaluate passenger rail service quality.

This article combines the literatures of service quality and rail transport quality to develop the conceptual framework. Three new transport dimensions (comfort, connection, and convenience) are added to the original five SERVQUAL dimensions (assurance, empathy, reliability, responsiveness, and tangibles). The instrument was tested on a passenger line in Wellington, New Zealand. Valid responses to 340 questionnaires were statistically analyzed.

High Cronbach alpha values supported the reliability of the instrument. Content and construct validity are demonstrated also. Regression analysis identified assurance, responsiveness and empathy as the quality factors that had significant effects on overall service quality. In addition, customers indicated that reliability and convenience were also very important factors. Service quality “zones of tolerance” were identified for each dimension and attribute.

There are not many published studies to confirm or compare the results of the three‐column SERVQUAL instrument, either in the general service literature or in the rail passenger literature. Although the five original SERVQUAL dimensions have been tested quite extensively, the three new rail transport dimensions require further development and testing, particularly since the sample was drawn from a single passenger line in New Zealand. More development and empirical testing are required to refine this measure.

Based on the eight dimensions, the practical use of the “zones of tolerance” for identifying areas of quality shortfall and managing quality are illustrated in this paper.

This paper provides one of the few empirical applications of the three‐column SERVQUAL instrument and extends it to make it more suitable for evaluating rail passenger service quality.

This study aims to test the following three assertions underlying the Situational Leadership® II (SLII) Model: all four leadership styles are received by followers; all four leadership styles are needed by followers; and if there is a fit between the leadership style a follower receives and needs, that follower will demonstrate favorable scores on outcome variables.

For the first and second assertions, a proportional breakdown of the four leadership styles observed within a sample of working professionals is presented and discussed. Regarding the third assertion, for ten outcome variables, multiple one-way analyses of variance tested mean differences between followers who experienced leadership style fit (i.e. a fit between received and needed style) and followers who did not experience fit (n = 573). Subscale scores from the Leader Action Profile, the Work Intention Inventory, the Positive and Negative Affect Scale and an adapted form of the Affective/Cognitive trust scale (McAllister, 1995) were used as study measures.

Three of the four leadership styles of the SLII framework were reported as frequently received. All four of the leadership styles were reported as needed. This study also found that follower-reported fit between one’s needed and received leadership style at work resulted in more favorable scores on nine of the ten employee outcomes, as compared to follower-reported misfit.

As human resource development practitioners seek to educate and train their leaders on how to be more effective with their direct reports, this research provides evidence that all four styles are needed and received, although there were lower instances of reporting the S1 style to be needed or received. Also, the findings demonstrated that when followers view a fit exists between the leadership behaviors they need and the leadership behaviors they receive, greater positive job affect, lower negative job affect, increased cognitive and affective trust in the leader and higher levels of favorable employee work intentions were evident.

This paper builds on the resurgence of studies examining initiating structure and consideration as leader behaviors. This is one of very few recent studies that, by combining initiating structure and consideration, reinvestigates the four leadership styles established by past contingency theories. Specifically, the authors used the SLII framework as a foundation for analysis. Overall, the study supports three of the major assumptions of the SLII framework.

Refers to previous research on the yields of default‐free securities and uses the Nelson‐Siegel model for estimating yield curve as a basis for developing a model which decomposes the risk premium into long‐term risk, two factors influencing the rate of decay (curvature) and a feed back factor. Applies this to 1984‐1993 data for treasury bills to test for predictive validity and shows that the feedback factor (prediction error of the most recent period) improves this by around 10 per cent. Goes on to apply a multivariate exponential GARCH process to the components to produce a prediction model for the term structure of interest rates. Promises further research to refine this estimation and compare it with the expectations hypothesis as a basis for strategy.

Outlines the effect of exchange rate fluctuations on bank performance and investigates the relationship between exchange rate exposure and stock value for eight major Greek banks. Explains the methodological problems involved, develops a mathematical model and applies it to 1995‐1998 data for the banks. Discusses the results for each bank individually and suggests that although their stock returns are affected by exchange rate variations, other factors (e.g. asset/liability structure, management style etc.) are also important. Calls for further research on the impact of changes in exchange rates.

Recently, the concept of frugal innovation (FI) has gained relevance in both academic and societal discourse. Whether disruptive frugal digital innovation is contributing to the growth of small and medium-sized businesses in Africa is a subject of debate. Generally speaking, frugal inventions are linked to developing nations where sizable consumer groups at the base of the pyramid have unfulfilled needs. Africa, a continent with growing economies, has witnessed a surge in disruptive FI, which makes this chapter an important discourse. Digital technologies such as the Internet of Things (IoT), social media, cloud computing, and Artificial Intelligence (AI) are finding their way in the market, and how it is affecting human development and small enterprises has been a subject for debate. This book chapter presents findings on how FI has led to sustainable human development and growth of micro, small-, and medium-sized enterprises (MSMEs) as revealed by a review of existing literature on the subject. According to findings from the literature, MSMEs' connections and interactions with partners, suppliers, and consumers have improved as a result of the adoption of disruptive digital platforms. Additionally, while operating in challenging settings in Africa, digital technologies offer certain intrinsic traits and information technology capabilities that allow firms to grow and flourish. Digital platforms are viewed as transparent, collaborative instruments that provide economic opportunities throughout the ecosystem. The results also show that disruptive digital technologies offer MSMEs an inexpensive, simple-to-use, and simple-to-deploy solution in order to compete with stronger incumbents across a range of industries.

Looks at the extent and consequences of sexual harassment in US schools. Points out that sexual harassment can occur at a young age and can happen to pupils of either gender. Reports a 1993 survey which indicates the level of sexual harassment taking place within US schools, the circumstances in which it happens, and the form that it takes. Underlines the conclusion that it is widespread and harmful to pupils. Sets out the impact that the harassment has on those being harassed, discussing how it affects self‐esteem and school work. Outlines the schools’ legal duties to act to prevent sexual harassment, pointing out that recent court decisions could mean that schools without effective policies are open to litigation. Briefly, suggests ways in which schools could tackle sexual harassment.

Investigates three aspects of human resource management facing future challenges, personnel, technology and globalization. Suggests that the human resource professionals in a successful business must be able to attract and retain individuals who have the ability to manage a globally responsive business. Covers the use of technology for competitive advantage; advocates global strategies in operations management and empowerment of the individual.

This is an exploratory and qualitative study to consider approaches to capture, analyse and monitor perceptions from big data, to inform and contribute to place management research and practice of botanic gardens (BGs). This paper aims to address the ongoing significant threat to BGs due to funding being cut and the need to inform and develop sustainable revenue streams for their survival.

Guiding research questions for this study were: ‘What are the perceived strengths and areas for development for 2 BGs via a Leximancer Automatic Content Analysis (ACA) of TripAdvisor online reviews; and do they match BGs purpose of scientific research, conservation, display and education?’ A content analysis of 582 online reviews from 2007 to 2017 follows qualitative methodology techniques using a combination of manual and automatic text analysis (Leximancer text mining software). These approaches enabled a comparison of online TripAdvisor reviews with Likert-type or rating scale items of 1 to 5 stars.

Insights revealed the use of Leximancer and TripAdvisor (or similar innovations) as tools for potential place management, place marketing communications and monitoring purposes. Predominant perceptions extracted from reviews are not concerned with documented collections of living plants for the purposes of scientific discovery, conservation, display and education. Reviews clearly focus more upon aesthetics, facilities and services, which support previous studies. Overall, reviews highlighted positive sentiments towards the BGs.

Limitations link to limited data across two BGs, synthesis and meaning of complex perceptions, matters of subjectivity and time needed to interpret information. Implications enable insights into BG “place” gleaned from big data in the form of user-generated content and electronic Word-Of-Mouth using Leximancer; viewed as a measure alongside management action plans. Future studies could strengthen debate and action regarding the use of Leximancer, and also public perception of BGs’ core functions, importance and value. The research supports potential to monitor and transform perceptions, values and beliefs. Outcomes could eventually inform policy and generate a much-needed shift in funds and resources for BGs by highlighting their relevance and value to society.

An empirical and methodological contribution via peer reviewed studies of visitor perceptions via online reviews of Britain’s BGs “place” and “space” analysed with Leximancer have never been published. This study critically explores potential visitor and place management needs of BGs. Managers can make better use of big data from social media platforms/digital channels, using a novel type of data analytical software like Leximancer for strategic planning; with more informed approaches to place management, innovation and development. A key contribution of this study is this ACA methodological approach for place management.

This paper aims to examine whether changing the clustering of countries within a United States Combatant Command (COCOM) area of responsibility promotes improved forecasting of conflict.

In this paper statistical learning methods are used to create new country clusters that are then used in a comparative analysis of model-based conflict prediction.

In this study a reorganization of the countries assigned to specific areas of responsibility are shown to provide improvements in the ability of models to predict conflict.

The study is based on actual historical data and is purely data driven.

The study demonstrates the utility of the analytical methodology but carries not implementation recommendations.

This is the first study to use the statistical methods employed to not only investigate the re-clustering of countries but more importantly the impact of that change on analytical predictions.