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Article
Publication date: 1 October 2020

Mengyan Dai, Xiaochen Hu, Lindsey Thomas and Robert Kenter

This study examines the short- and long-term changes in officers' attitudes toward four elements of procedural justice (i.e. trustworthiness, respect, neutrality and voice) after…

316

Abstract

Purpose

This study examines the short- and long-term changes in officers' attitudes toward four elements of procedural justice (i.e. trustworthiness, respect, neutrality and voice) after a department-wide procedural justice training program.

Design/methodology/approach

This study utilized the pretest–posttest, single-group design to evaluate the training with two waves of officer surveys and conducted multivariate analyses to assess the factors that could have an impact on the training effects.

Findings

The training was effective in increasing officers' support for all four elements of procedural justice immediately, and the effects remained significant over 18 months. In addition, the analyses found that there were racial differences in officers' attitudes before and after the training, and the immediate supervisors' priority played an important role in the training effects.

Originality/value

There has been limited systematic research on police training. This study contributes to the understanding of how procedural justice training can help improve police-community relations and reduce the attitudinal differences between White officers and minority officers.

Details

Policing: An International Journal, vol. 43 no. 5
Type: Research Article
ISSN: 1363-951X

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Article
Publication date: 5 August 2024

Sarah (Sa’arah) Alhouti, Kristina (Kris) Lindsey Hall and Thomas L. Baker

As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment…

222

Abstract

Purpose

As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment when a service failure occurs. One novel mechanism for doing so is through a prosocial service recovery. However, explorations of such service recovery strategies are relatively unknown. Thus, this paper aims to examine how recoveries including prosocial elements compare to those only utilizing monetary compensation strategies and to explore boundary conditions for such effects.

Design/methodology/approach

This research utilizes an experimental design approach across three studies. Participants were recruited from Amazon’s Mechanical Turk.

Findings

This research demonstrates that a recovery including prosocial (vs only monetary) elements can positively impact purchase intent through the firms’ CSR perceptions. The authors show that the benefits of prosocial compensation are contingent on the motivation for visiting a company (e.g. hedonic vs utilitarian) as well as the degree to which the company is perceived as luxurious.

Originality/value

The series of studies provides important theoretical contributions to services marketers by advancing the understanding of novel recovery strategies and demonstrating when companies should initiate such strategies. Implications of the findings and directions for future research are explored.

Details

Journal of Services Marketing, vol. 38 no. 8
Type: Research Article
ISSN: 0887-6045

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Book part
Publication date: 30 June 2016

Ho Kwan Cheung, Eden King, Alex Lindsey, Ashley Membere, Hannah M. Markell and Molly Kilcullen

Even more than 50 years after the Civil Rights Act of 1964 prohibited discrimination toward a number of groups in employment settings in the United States, workplace…

Abstract

Even more than 50 years after the Civil Rights Act of 1964 prohibited discrimination toward a number of groups in employment settings in the United States, workplace discrimination remains a persistent problem in organizations. This chapter provides a comprehensive review and analysis of contemporary theory and evidence on the nature, causes, and consequences of discrimination before synthesizing potential methods for its reduction. We note the strengths and weaknesses of this scholarship and highlight meaningful future directions. In so doing, we hope to both inform and inspire organizational and scholarly efforts to understand and eliminate workplace discrimination.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-78635-263-7

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Article
Publication date: 14 February 2025

Sarah (Sa’arah) Alhouti, Kristina K. Lindsey Hall, Andrew Kuo and Thomas L. Baker

This study explores the incorporation of prosocial compensation in service recoveries by allowing customers to cocreate the process through compensation choice, explains the…

9

Abstract

Purpose

This study explores the incorporation of prosocial compensation in service recoveries by allowing customers to cocreate the process through compensation choice, explains the underlying mechanism driving these results and identifies a boundary condition for these effects.

Design/methodology/approach

Three scenario-based experimental studies are conducted to test the proposed hypotheses.

Findings

Incorporating cocreation in a service recovery featuring prosocial compensation can outperform purely financial compensation (i.e. monetary-only) if the customer is given a choice. Moreover, pride is higher for customers who choose prosocial compensation (i.e. donations) as part of a service recovery. These findings are contingent on the firm’s reputation, namely, its corporate social responsibility (CSR) authenticity, such that companies with high (vs low) CSR authenticity perceptions benefit more in terms of enhanced pride given cocreated prosocial recoveries.

Research limitations/implications

Drawing on service-dominant logic and social exchange theory, the findings of this research suggest that incorporating prosocial compensation, an element of CSR, as part of a cocreated service recovery strategy can enhance pride and repurchase intent.

Practical implications

This research demonstrates instances where prosocial compensation can outperform monetary-only compensation, leading to higher repurchase intent, highlighting conditions for this to occur and offering prescriptions for managers to implement these strategies in service recoveries.

Social implications

Cocreating service recoveries with prosocial compensation, like donations, boosts customer pride and strengthens relationships. Firms with authentic CSR perceptions benefit most, addressing customers’ emotional and economic needs while enhancing community goodwill.

Originality/value

This work uniquely explores the effect of cocreated recoveries using prosocial compensation on pride and repurchase intent.

Details

European Journal of Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 9 November 2020

Kristina K. Lindsey-Hall, Susana Jaramillo, Thomas L. Baker and Julian M. Arnold

This paper aims to investigate how perceptions of employee authenticity and customer–employee rapport influence customers’ interactional justice assessments and related service…

1082

Abstract

Purpose

This paper aims to investigate how perceptions of employee authenticity and customer–employee rapport influence customers’ interactional justice assessments and related service evaluations, and how customers’ need for uniqueness impacts these relationships.

Design/methodology/approach

A multi-method, three-study design is used to test the research model. Specifically, structural equation modeling provides tests of the main hypotheses, and two supplemental experimental studies tease out conditional effects providing insightful managerial contributions.

Findings

Results indicate that customers’ perceptions of employee authenticity affect customers’ interactional justice evaluations, particularly when customers identify high levels of customer–employee rapport. Additionally, the aforementioned relationships are contingent upon customers’ need for uniqueness, such that customers with higher levels of need for uniqueness experience lower levels of customer–employee rapport and, consequently, provide poorer interactional justice assessments. Finally, conditional effects are found given the type of provider and frequency of visit.

Originality/value

This research extends prior efforts to understand how customer–employee dynamics influence customers’ service encounter evaluations. In particular, it furthers understanding of authentic FLE–customer encounters, explores drivers of interactional justice and explicates how consumers’ varying levels of need for uniqueness have differential effects on service outcomes.

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Book part
Publication date: 1 January 2005

Hai Yang and Hai-Jun Huang

Abstract

Details

Mathematical and Economic Theory of Road Pricing
Type: Book
ISBN: 978-0-08-045671-3

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Article
Publication date: 14 March 2016

Kaori Kusuda, Kazuhiko Yamashita, Akiko Ohnishi, Kiyohito Tanaka, Masaru Komino, Hiroshi Honda, Shinichi Tanaka, Takashi Okubo, Julien Tripette and Yuji Ohta

To prevent malpractices, medical staff has adopted inventory time-outs and/or checklists. Accurate inventory and maintenance of surgical instruments decreases the risk of…

656

Abstract

Purpose

To prevent malpractices, medical staff has adopted inventory time-outs and/or checklists. Accurate inventory and maintenance of surgical instruments decreases the risk of operating room miscounting and malfunction. In our previous study, an individual management of surgical instruments was accomplished using Radio Frequency Identification (RFID) tags. The purpose of this paper is to evaluate a new management method of RFID-tagged instruments.

Design/methodology/approach

The management system of RFID-tagged surgical instruments was used for 27 months in clinical areas. In total, 13 study participants assembled surgical trays in the central sterile supply department.

Findings

While using the management system, trays were assembled 94 times. During this period, no assembly errors occurred. An instrument malfunction had occurred after the 19th, 56th, and 73th uses, no malfunction caused by the RFID tags, and usage history had been recorded. Additionally, the time it took to assemble surgical trays was recorded, and the long-term usability of the management system was evaluated.

Originality/value

The system could record the number of uses and the defective history of each surgical instrument. In addition, the history of the frequency of instruments being transferred from one tray to another was recorded. The results suggest that our system can be used to manage instruments safely. Additionally, the management system was acquired of the learning effect and the usability on daily maintenance. This finding suggests that the management system examined here ensures surgical instrument and tray assembly quality.

Details

International Journal of Health Care Quality Assurance, vol. 29 no. 2
Type: Research Article
ISSN: 0952-6862

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Book part
Publication date: 24 November 2016

Khalid Arar and Asmahan Masry-Herzalla

This chapter examined how ethnicity and culture affect perceptions and practices of social justice leadership in Jewish and Arab schools. Four female principals’ were interviewed…

Abstract

This chapter examined how ethnicity and culture affect perceptions and practices of social justice leadership in Jewish and Arab schools. Four female principals’ were interviewed. Key findings revealed that the principals’ background contributed to the shaping of their awareness and commitment to implementing principles of social justice in their schools. Although these female Jewish and Arab principals have grown up and developed in the same life circles as male principals, their experiences were highly influenced by gender, ethnicity, culture, and special circumstances that position them in situations that they see as unjust. Implications are discussed.

Details

Racially and Ethnically Diverse Women Leading Education: A Worldview
Type: Book
ISBN: 978-1-78635-071-8

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Article
Publication date: 1 October 1944

1. The Committee was informed that the manufacture of shredded suet from imported premier jus is subject to control by licence and that it is a condition of the licences that the…

21

Abstract

1. The Committee was informed that the manufacture of shredded suet from imported premier jus is subject to control by licence and that it is a condition of the licences that the product shall contain not less than 83 per cent. of fat. This figure was adopted in 1931 by the Council of the Society of Public Analysts and Other Analytical Chemists pending the establishment of a legal standard. 2. In the manufacture of shredded suet premier jus the fat is forced into shreds or granules and a cereal or amylaceous filler is added so as to form a coating over the particles of fat, thus preventing them from adhering together and at the same time retarding the development of rancidity. 3. The amount of filler taken up by the shredded fat depends primarily on its stickiness, which in turn depends on the temperature at which the manufacturing process is conducted. Manufacturers must give special attention to the problem of securing uniformity of distribution, otherwise part of a batch will take up more than its share of the amount of filler allowed by the manufacturing formula. In spite of all practicable care, complete uniformity cannot be ensured and some tolerance is therefore necessary to allow for unavoidable variations. 4. The proportion of filler used in the past by different manufacturers has varied considerably. A purchaser of shredded suet is primarily purchasing fat and it is desirable that the fat content shall be the maximum that can be included whilst still retaining good keeping properties. The Committee is of the opinion that shredded suet, to be of satisfactory quality, should not contain substantially less than 85 percent. of fat, and that a product approximating to this standard will have the necessary keeping properties. The Committee is satisfied that the allowance of 2 per cent. for uneven distribution on and among the shreds, which was adopted by the Council of the Society of Public Analysts in 1931, is reasonable, and understands that it is considered adequate by the manufacturers of shredded suet. 5. A small amount of suet (i.e., natural unrendered fat), received by butchers as part of their meat allocation, is chopped or minced, and in the latter case mixed with cereal filler and sold under the description “shredded suet.” By whichever method it is prepared it differs from the shredded suet made from premier jus by reason of the presence of membrane and moisture. If made by chopping it will contain more fat than the product made from premier jus, but if made by mincing and admixture with a filler it is likely to contain less owing to the membrane and moisture in the raw material and the impracticability of analytical control. 6. It was suggested to the Committee that the use of the description shredded suet for the products made by butchers was misleading and that the name should be restricted to the product made from premier jus. The Committee is, however, of the opinion that the general public would be equally satisfied whether the product supplied in response to a demand for shredded suet had been prepared with premier jus or suet. Further, it is considered that a purchaser of shredded suet is not prejudiced if he receives a product containing membrane and moisture provided he also receives the appropriate amount of fat. It therefore does not appear to the Committee that there is any necessity, from the viewpoint of protecting the public in regard to quality, for recommending the imposition of this restriction. 7. The Committee noted that the statement issued by the Council of the Society of Public Analysts included an expression of opinion that “the nature of any admixture to suet should be declared.” This recommendation is, however, outside the terms of reference of the Committee and no comment is therefore made thereon. 8. The Committee accordingly recommends that shredded suet should be required to contain not less than 83 per cent. of fat.

Details

British Food Journal, vol. 46 no. 10
Type: Research Article
ISSN: 0007-070X

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Book part
Publication date: 6 August 2020

Jenny Lawrence, Hollie Shaw, Leanne Hunt and Donovan Synmoie

This chapter attempts to capture what teaching excellence looks and feels like for students. Our research reports on research conducted by two student authors at separate…

Abstract

This chapter attempts to capture what teaching excellence looks and feels like for students. Our research reports on research conducted by two student authors at separate institutions. It suggests that the most crucial aspect of the student experience of ‘teaching excellence’ is a teacher's ability to build rapport and create meaningful interpersonal relationships with their students. Leanne Hunt's research was conducted with her fellow students at the University of Bradford. She outlines how, for her participants, the student–teacher rapport informed a positive learning experience which translated into a mutual understanding of excellent teaching. Widening participation, college-based HE student Hollie Shaw, now at Sheffield Hallam University, defines teaching excellence as flexible enough to respond to student learning needs, but strong enough to inspire interest in the discipline. In this chapter, we consider their separate testimonies carefully: we argue that exploring unconscious bias furthers understanding of how differences between student and teacher may compromise interpersonal relations and so student recognition of a tutor's positive and crucial role in the student experience and the implications of how one might measure this given the emphasis on proxies for teaching excellence in the TEF. We suggest breaking down unconscious bias calls for embracing differences, reflection and recognising the complexities of contemporary staff and student university lives. This chapter's exploration of staff–student partnership opens up potential for the creation of more equitable and honest learning dynamics in higher education – where a nuanced understanding of ‘teaching excellence’ can be defined, understood and evidenced within a HEI, with external bodies such as the Office for Students, and included in the Teaching Excellence Framework.

Details

Challenging the Teaching Excellence Framework
Type: Book
ISBN: 978-1-78769-536-8

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