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The purpose of this study is to examine the relationship between service orientation, customer service training and employee engagement of firms in the hospitality sector of the tourism industry.

A total of 231 responses from 13 large all-inclusive hotels in Jamaica are analyzed by using structural equation modeling.

Overall, service orientation positively affected customer service training and employee engagement. In addition, customer service training positively affected employee engagement. Furthermore, the results indicate that customer service training mediates the relationship between service orientation and employee engagement.

This study builds on the conceptual literature of engagement and adds to the limited empirical studies to date to highlight the importance of service-oriented culture and training activities on employee engagement.

The findings of the study generate an increased understanding of the importance of an engaged workforce and of specific customer service training practices that can foster engagement. This study also highlights that managers should be supportive of training and development activities within a broader context that considers specific desired workplace performance from employees.

The knowledge gap related to many frequently used organizational practices reported as having an impact on engagement is addressed. Addressing this problem extends existing literature and provides an evidence base for human resource managers and professionals in service organizations, specifically in hospitality firms.

By adopting a multilevel approach, this paper aims to examine the relationships among employee creativity and creative personality, domain expertise (i.e. individual-level factors), non-controlling supervision style and organizational learning culture (i.e. team-level factors). It also investigates the cross-level interactions between individual differences and organizational context influencing employee creativity.

Hierarchical linear modeling was performed to test the hypotheses using multisource data with 416 employees and their supervisors in 86 research and development teams.

This paper found that domain expertise and non-controlling supervision style are positively associated with employee creativity. Also, a positive moderating role of non-controlling supervision style was found in explaining the relationship between domain expertise and employee creativity. However, no significant relationship was found between creative personality and employee creativity, and there was no moderating effect of organizational learning culture. The paper discusses the theoretical implications of these findings and provides practical suggestions based on the findings.

This paper has begun to address the significant gap in the extant employee creativity literature and has departed from the common research practice of investigating creativity at a single level. It has expanded understanding of the antecedents of creativity with empirical evidence, as it revealed domain expertise and non-controlling supervision as influential factors. Further, domain expertise has generally positive effects on creative performance, whether non-controlling leadership is high or low. Additionally, this study brings an interesting insight in interpreting the contribution of organizational learning culture as measured by the Dimensions of Learning Organization Questionnaire to creativity and also affirms the importance of autonomy that increases intrinsic motivation and creativity. Another theoretical contribution of this study can be found from an intriguing contradiction in the literature that understands the role of expertise in creative performance. Moreover, the finding on non-controlling supervision supports the effectiveness of a freedom approach.

A stressed skin leading edge structure for aircraft wings and the like; comprising a unitary metal sheet formed to define a spanwise extending hollow leading edge structure of aerofoil cross section, a preformed core of low density material separately shaped to fit and completely fill the hollow interior of said leading edge structure and forming the sole support for said skin, a layer of air drying adhesive between the interior surface of said metal sheet and the exterior surface of said core, the rear edges of said metal sheet being supported by spanwise extending stiffeners adapted to define faying edges for attaching said leading edge structure to the centre section of an aircraft wing or the like.

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

Anne Bartlett is a Ph.D. candidate in the Department of Sociology at the University of Chicago. She holds a degree in Sociology and Social Policy from the University of the West of England and Masters degree in Sociology from the University of Chicago. Prior to this, she worked in various capacities in the British government for over fifteen years. Her Ph.D. research centers on the changing nature of political subjectivity in London, particularly as it pertains to the lives of refugees and migrants. Her other areas of interest include sociological theory, globalization, human rights and evolving forms of political culture.Katie Cangemi is a student at DePaul University.Terry Nichols Clark is Professor of Sociology at the University of Chicago. He holds MA and Ph.D. degrees from Columbia University, and has taught at Columbia, Harvard, Yale, the Sorbonne, University of Florence, and UCLA. He has worked at the Brookings Institution, The Urban Institute, Department of Housing and Urban Development, and US Conference of Mayors. His books include Citizen Politics in Post-Industrial Society, City Money, The New Political Culture, and Urban Innovation. Since 1982 he has been Coordinator of the Fiscal Austerity and Urban Innovation (FAUI) Project, which includes a data base of over 10,000 municipalities in up to 35 countries. It is the most extensive study to date of local government in the world, including data, some 700 participants, a budget exceeding $20 million, and 50 published books, much available on the website http://www.src.uchicago.edu/depts/faui/archive.htmlRichard Florida is the author of the groundbreaking book, The Rise of the Creative Class: And How Its Transforming Work, Leisure Community and Everyday Life Basic Books 2002, stressing the rise of creativity as an economic force. He is the H. John Heinz III Professor of Economic Development at Carnegie Mellon University, where he is founder and co-director of the Software Industry Center. He has been a visiting professor at MIT and Harvard University’s John F. Kennedy School of Government. He is co-author of five other books, including Industrializing Knowledge; Beyond Mass Production and The Breakthrough Illusion, and more than 100 articles in academic journals. He earned his Bachelor’s degree from Rutgers College and Ph.D. from Columbia University.Gary Gates works in the Population Studies Center of The Urban Institute in Washington DC 20037. He completed his Ph.D. at Carnegie Mellon University, and is a leading researcher on gays in the U.S.Edward Glaeser is a Professor of Economics at Harvard University. He teaches urban and social economics and microeconomic theory. He has published dozens of papers on cities, economic growth, and law and economics. In particular, his work has focused on the determinants of city growth and the role of cities as centers of idea transmission. He also edits the Quarterly Journal of Economics. He received his Ph.D. from the University of Chicago in 1992.Pushpam Jain completed a Ph.D. at the University of Chicago.Jed Kolko is at the Department of Economics, Harvard University.Lauren Langman is Professor of Sociology at Loyola University, Chicago. His interests include alienation studies, Marxist sociology and cultural sociology. Recent publications include: Suppose They Gave a Culture War and No-one Came: Zippergate and the Carnivalization of Political Culture, American Behavioral Scientist (December, 2002); The Body and the Mediation of Hegemony: From Subject to Citizen to Audience, in Richard Brown (Ed.) Body, Self and Identity (University of Minnesota Press, 2002); From the Poetics of Pleasure to the Poetics of Protest, in Paul Kennedy (Ed.) Identity in the Global Age (Macmillan & Palmore, 2001); with Douglas Morris and Jackie Zalewski, Globalization, Domination and Cyberactivism, in Wilma A. Dunaway (Ed.) The 21st Century World-System: Systemic Crises and Antisystemic Resistance (Greenwood Press, 2002).Richard Lloyd teaches at Vanderbilt University, he completed his Ph.D. at the University of Chicago. His research interests include urban culture. Postindustrial economy, and labor force participation.Dennis Merritt completed a BA at the University of Chicago and MA at DePaul University. He was Analysis Manager of the Fiscal Austerity and Urban Innovation Project for four years.Albert Saiz is in the Research Department, Federal Reserve Bank of Philadelphia. He completed a Ph.D. in Economics at Harvard.Lenka Siroky studied at the Universities of Prague and Budapest, spent two years at the University of Chicago, and is currently studying at Harvard University.Kenneth Wong is Professor of Public Policy and Education and Professor of Political Science at Vanderbilt University. He also serves as Associate Director of the Peabody Center for Education Policy at Vanderbilt University. He was Associate Professor in the Department of Education and the Social Sciences Division at the University of Chicago, where he earned his doctorate in political science. He has conducted research in American government, urban school reform, state finance and educational policies, intergovernmental relations, and federal educational policies (Title I). He is author of Funding Public Schools: Politics and Policy (1999), and City Choices: Education and Housing (1990), and a co-author of When Federalism Works (1986). He is currently the President of the Politics of Education Association.Alexei Zelenev is an Associate Economist at the Federal Reserve Bank of Chicago. He received his Bachelor’s degree in economics from the University of Chicago.

Historians consider correspondence to be an important primary source, especially when they open the heart and mind of the sender and the recipient. They may reveal motives too deep for the spare writings of public discourse. But a historian must deal objectively with material that, in its spontaneous emotion, can be more deceptive than revelatory. And at times, it can be an intrusive undertaking, especially with love letters. An observation by the prominent nineteenth-century American historian Francis Parkman bears heeding:Faithfulness to the truth of history involves far more than a research, however patient and scrupulous, into special facts. Such facts may be detailed with the most minute exactness, and yet the narrative, taken as a whole, may be unmeaning or untrue. The narrator must seek to imbue himself with the life and spirit of time. He must study events in their bearings near and remote; in the character, habits, and manners of those who took part in them. He must himself be, as it were, a sharer or a spectator of the action he describes [or reads]. (Bartlett & Beck, 1968, p. 721)

Although numerous studies have examined alternative project delivery methods (APDMs), most of these studies have focused on the relationship between these methods and improved project performance. Limited research identifies how to successfully add these methods within architectural, engineering and construction (AEC) organizations. The purpose of this paper is to identifying organizational change management (OCM) practices that, when effectively executed, lead to increased success rates of adopting APDMs in owner AEC organizations.

Seven OCM practices were identified through a comprehensive literature review. Then, through a survey of 140 individuals at 98 AEC organizations, the relationships between OCM practices and organizational adoption of APDMs were established.

The findings indicate that OCM practices with the strongest relationship to successful APDM adoption are realistic timeframe, effective change agents, workloads adjustments, senior-leadership commitment and sufficient change-related training.

Adopting APDMs can be extremely difficult and requires significant organizational change efforts to ensure the change is a success. Organizations that are implementing APDMs for the first time should consider applying the OCM practices that this study identifies as most related to successful APDM adoption.

This study contributes to the existing body of knowledge by identifying the OCM practices that are most significantly associated with successfully adopting APDMs.

The emergence of housing microfinance (HMF) as a response to the low-income groups’ inability to access traditional housing finance is an innovative strategy by creative Microfinance Institutions. Yet, low-income groups’ still face barriers in accessing these innovative products, particularly in Ghana. This paper aims to examine the critical demand barriers and how to develop and improve the design and delivery of HMF interventions in the low-income housing market in Ghana.

The paper achieves its aim by adopting a focus-group discussion strategy to examine the constraints to the demand for HMF among low-income groups’ in Ghana.

Nine factors constrained the design, delivery and demand for HMF – affordability issues; risk; land tenure insecurity; high interest rate; collateralization and insurance challenges; unfavourable HMF loan conditions; lack of social capital; high cost of land and building materials; and ineffective consumer protection.

Although limited to low-income groups, strategies to stimulate demand for HMF should focus on three broad problems – affordability, macroeconomic management and institutional development and government intervention.

The paper makes significant contributions to the body of knowledge, regarding understanding the low-income housing market and its financing in the context of a developing country.

The novelty of the paper is founded on the premise of the research methodology adopted to unearthed the barriers to the demand of HMF in Ghana. Future research effort should be directed at exploring the motivations behind low-income groups’ decision to demand HMF and the risk associated with the use of HMF in the context of Ghana.

The objective of this chapter is to analyze educational leadership policy in New Jersey, US, and Ontario, Canada, focusing on the inclusion of the unique needs of systematically marginalized students, specifically refugees and forced immigrant (RFI) youth. Modes of inquiry are qualitative document analysis of New Jersey and Ontario leadership policies, preparation requirements, and standards. The objective of this paper is to present an extensive literature review of policies related to educational leadership and supporting RFI youth and their teachers as well as to reveal gaps in policies and examine pre- and in-service training requirements. Within the field of comparative and international education, this chapter highlights the institutionalization of trends in educational leadership at state or provincial levels and how these macro-level policies influence educators’ abilities to meet the needs of students from marginalized communities, such as refugees and immigrants.