Lauren R. Skinner, Paul T. Bryant and R. Glenn Richey
The objective of this paper is to empirically examine the impact that different disposition strategies have on strategic performance in the reverse logistics process. This…
Abstract
Purpose
The objective of this paper is to empirically examine the impact that different disposition strategies have on strategic performance in the reverse logistics process. This research also includes the role of the returns policy in the customer decision‐making process as a foundation for determining the appropriate disposition strategy.
Design/methodology/approach
A general review of the literature and depth interviews with logistics professionals following commonly employed investigative techniques provided the foundation for the study. A survey was developed and mailed to the senior supply chain operations professional at 400 companies in the auto parts industry resulting in 118 usable responses.
Findings
The current research shows that under instances of active resource commitment to reverse logistics programs, operations and supply chain managers may expect superior performance by choosing destroying, recycling, refurbishing, and/or remanufacturing of product.
Practical implications
If firms focus on reverse logistics activities as a must do, a strategic approach that examines outcomes rather than day‐to‐day operations is suggested. If managers do not have adequate resource support for reverse logistics, they should destroy the product. The other disposition options all require significant resources in order to reclaim value from returns.
Originality/value
Traditional strategy research has focused on the importance of a strategic fit between a firm's internal strengths and weaknesses and the external environment. In contrast, a resource approach stresses internal aspects of the firm. This study combines the two views along with examining the effects of resource commitment.
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Lauren R. Skinner, Chad W. Autry and Charles W. Lamb
The purpose of this paper is to describe the development of a scale for measuring interorganizational citizenship behaviors (ICBs). ICBs are types of tactical boundary spanning…
Abstract
Purpose
The purpose of this paper is to describe the development of a scale for measuring interorganizational citizenship behaviors (ICBs). ICBs are types of tactical boundary spanning activities employed by firms in supply chain relationships geared toward improving overall supply chain success. ICBs are theoretically grounded in organizational citizenship behaviors research (OCBs) and adapted to apply to the interorganizational context. Based on a previous research article, the paper aims to report on multidimensional scale development for ICBs that should be useful for future empirical research efforts in this and related areas.
Design/methodology/approach
The paper adhere as closely as possible to the formalized measurement scale development heuristic posited by Hinkin.
Findings
The process reveals four measurement scales useful for operationalizing unique types of ICBs in empirical research articles.
Originality/value
This paper operationalizes four common ICBs: interorganizational altruism, tolerance, loyalty, and compliance. It provides evidence to support the convergent and discriminant validity of the four ICB scales evaluated.
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Lauren Skinner Beitelspacher, R. Glenn Richey and Kristy E. Reynolds
The purpose of this paper is to introduce the concept of retailer service culture. A service culture is the customer‐centric culture aimed at exceeding customer expectations and…
Abstract
Purpose
The purpose of this paper is to introduce the concept of retailer service culture. A service culture is the customer‐centric culture aimed at exceeding customer expectations and creating superior customer value through the development of service and related performance competencies.
Design/methodology/approach
In this research, surveys were conducted with key decision makers in various retail positions across the USA to develop a customer service‐based measure of service culture and test it against traditional retail management performance outcomes.
Findings
The results of this research demonstrate that service culture is a unidimensional construct and is positively related to increases in market performance and customer perceptions of quality for the retailer.
Practical implications
Service culture provides retailers with a new perspective to examine their service orientation internally. Additionally, service culture extends to the relationships that retailers develop with their suppliers.
Originality/value
Examining retailing from a customer service perspective is becoming increasingly important as marketing research shifts its focus from being product‐centered to more service‐centered. In an increasingly turbulent economy, retailers have to create value propositions that provide customers with higher levels of customer service than ever before. This research develops a new construct that explores how retailers can incorporate service values in their overall culture. Additionally, this research validates the measure for future researchers to continue this path of study.
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Lauren Slingluff and Elizabeth Dill
Trauma-informed care as a concept came out of social service and mental health practice in 2009. Since then, it has been working into librarianship and library practice, first as…
Abstract
Trauma-informed care as a concept came out of social service and mental health practice in 2009. Since then, it has been working into librarianship and library practice, first as an approach for public libraries to apply social work principles to their outreach and support of community members. Then it was applied to a broader array of libraries such as academic institutions as they worked to improve their services and offerings for members of their community. What has not yet been addressed broadly within the field of librarianship is trauma-informed leadership as a means of supporting library staff as they grapple with burnout, low morale, and vocational awe.
Academic libraries as workplaces have multiple attributes that contribute to toxicity or low psychological safety. Organizations with a lack of transparency and trust may result in library workers experiencing burnout and a lack of engagement. Creating and supporting healthy organizational cultures with open communication, collaboration, and mutuality is the ethical responsibility of managers. In institutions where there is inherited toxicity, library leaders can practice trauma-informed leadership to support individuals and build a healthier workplace culture.
While toxicity is not unique to academic libraries, large bureaucratic and hierarchical systems can be rife with issues that undermine psychological safety and engagement. This book chapter will examine trauma-informed leadership practices as applied by two leaders in their roles at various organizations and steps for leaders to transform their environments into high functioning, productive workplaces.
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Lauren Skinner Beitelspacher, Mert Tokman, Frank G. Adams and R. Glenn Richey
The service‐dominant logic (SDL) concept is reshaping the view of business‐to‐business research and practice. Thus, understanding the role of knowledge‐based operant resources, a…
Abstract
Purpose
The service‐dominant logic (SDL) concept is reshaping the view of business‐to‐business research and practice. Thus, understanding the role of knowledge‐based operant resources, a key component of the SDL paradigm, in the ability of supply chains to shape competitive advantage and performance outcomes is vital. Further, operant resources have a hierarchical structure, with differing effects in building value for a supply chain. This research seeks to explore the effects of different levels of hierarchical operant resources in a retail supply chain setting.
Design/methodology/approach
A survey was collected from 300 retailing informants who deal with both key suppliers and customers. The data were examined using hierarchical regression to explore the influence of internal and external operant resources on market performance, subject to the moderating effects of top management support and relationship quality.
Findings
There is a positive relationship between internal and external operant resources with market performance outcomes, but those relationships are subject to support from top management toward retailing supply chain relational initiatives. Thus, intangible, dynamic, customer‐oriented resources play an important role in developing retail supply chains’ ability to achieve a market advantage.
Originality/value
This research addresses a need to explore the implications of SDL in a supply chain context by examining the implications of influences of retailer operant resources on the supplier. Further, this research explores the question of operant resources by analysing those resources at various levels within supply chain relationships.
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Eric P. Jack, Thomas L. Powers and Lauren Skinner
The use of reverse logistics has received increased attention in the literature, although the role that reverse logistics capabilities plays in enabling firms to achieve cost…
Abstract
Purpose
The use of reverse logistics has received increased attention in the literature, although the role that reverse logistics capabilities plays in enabling firms to achieve cost savings has not been empirically examined. Reverse logistics capabilities can enable retailers to enhance their return policies and improve their overall cost position. This paper aims to address these issues.
Design/methodology/approach
Based on a survey of 295 retailers, this paper evaluates the influence of customer and retailer related antecedents of reverse logistics capabilities and their subsequent impact on cost savings.
Findings
The results indicate that resource commitments and contractual obligations positively influence reverse logistics capabilities and that these capabilities result in cost savings. Customer opportunism is found to be negatively related to reverse logistics capabilities. It is also reported that reverse logistics capabilities partially mediates the relationship between resource commitments, contractual arrangements, and reverse logistics cost savings.
Originality/value
This work builds on the recent research in reverse logistics; however, unlike other contributions in this research stream, the role of retailers who perform a critical role in this area is addressed.
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The purpose of this qualitative case study was to explore perceptions of the impact of program participation on parenting styles and behavioral changes using observations and…
Abstract
The purpose of this qualitative case study was to explore perceptions of the impact of program participation on parenting styles and behavioral changes using observations and in-depth semi-structured interviews with Black and Coloured staff and mothers at a community-based organization (CBO) in the Western Cape Province (WCP) in South Africa (SA). Purposive sampling was utilized in this research via the CBO and narratives from a total of twenty-three (twelve mothers and eleven staff) interviews form the basis of this manuscript. Data was collected between January – February 2017 and was analyzed through the phenomenological and inductive thematic analysis approach. The staff interviews revealed that child abandonment and neglect and the abuse of women are the two main environmental contextual factors that impact program participation. According to staff, improved self-esteem and positive life changes were identified as successful outcomes of participant involvement. The parent interviews provided examples of emotional issues such as domestic abuse and personal issues with alcohol and drugs as individual factors that impact their program participation. Changes in parenting styles was identified as successful outcomes among parent participants. The goal of this study was to provide much-needed insight into this community by presenting a variety of voices, specifically Black and Coloured men and women, that are underreported in the literature. Findings from this research adds to the knowledge of community-based parenting programs (CBPPs) for low-income and underserved populations in SA and internationally.
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Lauren W. Collins and Lysandra Cook
The use of verbal reinforcement has longstanding support in encouraging desired student responses. For students with learning and behavioral disabilities, the use of verbal…
Abstract
The use of verbal reinforcement has longstanding support in encouraging desired student responses. For students with learning and behavioral disabilities, the use of verbal reinforcement through behavior specific praise (BSP) and feedback are promising practices for improving academic and behavioral outcomes. While these strategies are relatively straightforward to implement, they are often applied inappropriately. Thus, specific guidelines should be followed to ensure that BSP and feedback are used effectively. The purpose of this chapter is to provide an overview of BSP and feedback related specifically to students with learning and behavioral disabilities, provide theoretical and empirical support for these practices, offer research-based recommendations for implementation, and identify common errors to avoid.
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Ines Branco-Illodo, Teresa Heath and Caroline Tynan
This paper aims to examine coping approaches used by receivers to deal with failed gift experiences, thereby dealing with misperceptions between givers and receivers that could…
Abstract
Purpose
This paper aims to examine coping approaches used by receivers to deal with failed gift experiences, thereby dealing with misperceptions between givers and receivers that could affect their relationship.
Design/methodology/approach
This study uses a sequential, multimethod methodology using background questionnaires, online diary method and 27 semi-structured interviews.
Findings
Receivers cope with failed gift experiences through concealing, disclosing or re-evaluating the gift experience. These approaches encompass several coping strategies, allowing receivers to deal with their experiences in ways that help them manage their relationships with givers.
Research limitations/implications
Informants described gift experiences in their own terms without being prompted to talk about coping, thus some insights of coping with failed gifts may have been missed. Multiple data collection methods were used to minimise this limitation, and the research findings suggest new avenues for future research.
Practical implications
The present research helps retailers and brands to minimise gift failure by promoting gifts that emphasise aspects of the giver–receiver relationship, assists givers in their learning from gift failure by making them aware of the receiver’s preferences and reduces the cost of gift failure by offering further opportunities to dispose of unwanted gifts.
Originality/value
This paper contributes to the emerging topic of consumer coping by providing a novel and rounded understanding of coping in the context of failed gift events, identifying new reasons for gift failure, highlighting receivers’ ethical considerations when responding to failed gifts and proposing new insights for the coping literature.