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The unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of customer delight in a “traditional” context are not the same in a crisis context. While research has tended to identify hedonic need fulfillment as key to customer well-being and, ultimately, to invoking customer delight, the majority of studies were conducted in inherently positive contexts, which may limit generalizability to more challenging contexts. Through the combined lens of transformative service research (TSR) and psychological theory on hedonic and eudaimonic human needs, we evaluate the extent to which need fulfillment is the root of customer well-being and that meeting well-being needs ultimately promotes delight. We argue that in crisis contexts, the salience of needs shifts from hedonic to eudaimonic and the extent to which service experiences fulfill eudaimonic needs determines the experience and meaning of delight.

Utilizing the critical incident technique, this research surveyed 240 respondents who were asked to explain in detail a time they experienced customer delight during the COVID-19 pandemic. We analyzed their responses according to whether these incidents reflected the salience of hedonic versus eudaimonic need fulfillment.

The results support the notion that the salience of eudaimonic needs become more pronounced during times of crisis and that service providers are more likely to elicit perceptions of delight when they leverage meeting eudaimonic needs over the hedonic needs that are typically emphasized in traditional service encounters.

We discuss the implications of these findings for integrating the TSR and customer delight literatures to better understand how service experiences that meet salient needs produce customer well-being and delight. Ultimately, we find customer delight can benefit well-being across individual, collective and societal levels.

This paper aims to study the effects of widespread stress and uncertainty that is characteristic of organizational crises on service employees and to explore the extent to which organizations may proactively use supervisors’ positive humor and discretionary organizational support that goes above and beyond service employee expectations to mitigate the pandemic’s negative impact on work engagement.

Cross-sequential survey-based data was collected from 172 service employees during the height of the pandemic to assess service employees’ perceptions of both their supervisors’ use of positive humor and their employers’ discretionary organizational support in response to the emotion-laden stress and uncertainty surrounding COVID-19. PROCESS analysis was used to test the hypotheses and to conduct supplementary analyses.

Results suggest employee perceptions of supervisors’ use of positive humor positively impact dimensions of work engagement at Time 1. This engagement then positively impacts extra-role behavior, innovativeness and pride at Time 2. The impact from supervisor humor to the outcomes is fully mediated through work engagement. From a moderation perspective, discretionary organizational support was shown as a substitute for creating work engagement at low levels of supervisor humor suggesting that the two “resource builders” can act as substitutes in creating engagement.

This paper provides unique insights into both the valuable role of positive workplace humor for service workers’ work engagement during times of widespread crisis and the moderating role discretionary organizational support plays when perceptions of humor are relatively low. Moreover, the supplemental examination of the multidimensional work engagement construct as a mediator between humor and the service outcomes of extra-role behavior, innovativeness and organizational pride provides unique insights into how a crisis context may deferentially affect the experience and implications of engagement for other service worker outcomes. Understanding the proactive, ameliorative role in service effectiveness played by supervisor humor and discretionary organizational support during crises is an emerging question for service research.

The purpose of this paper is to develop and test a new measure called the “culture cushion” to account for the inherent positivity surrounding the inter‐cultural tourist experience.

The first study involved the identification of items for the culture cushion construct and included a semi‐structured questionnaire and a panel discussion. The second study assessed unidimensionality and the convergent, discriminant, and nomological validity of the culture cushion dimensions. Respondents were asked to answer questions about a specific international consumption experience and responded to scale items measuring the culture cushion construct.

A two‐dimensional measure of culture cushion was found to predict satisfaction and behavioral intentions. Judgments were more positive when the encounter was novel relative to previous experiences.

Additional studies involving travel locations other than those used in this study should be conducted to investigate alternate effects of the culture cushion.

A major motivation of recreational tourists traveling internationally includes the ability to observe and participate in activities that are culturally unique. Firms that cater to international tourist clientele should focus on operationalizing country‐specific cultural aspects of the experience to enhance overall perceptions.

The international tourist operates within a dual country framework, using his/her own cultural “lens” to notice the uniqueness of the foreign culture while striving to understand and participate in authentic encounters. The culture cushion construct offers a novel measure of the positivity that occurs in culturally unique inter‐cultural experiences.

This study aims to understand how to develop, support and utilize professional learning community (PLCs) to build organizational capacity to support teacher learning and collaboration. Although literature highlights the importance of leadership in creating a PLC, there is little research on specific actions leaders can take to create an authentic, sustainable PLC.

We employed a multicase study approach at three school sites within the same district. Our research was guided by the following questions: (1) How are learning communities developed and sustained in school settings?; (2) What is the role of administrators in cultivating learning communities?; and (3) What factors contribute to and hinder the success of learning communities?

Despite being in the same school district, the three schools’ PLCs operated differently. The schools displayed characteristics of PLCs, with minimal implementation of all components. Developing a professional learning community at all three sites began with implementing structural factors and mandating specific activities such as weekly grade-level planning. Social factors were much more complex to control by administration, affecting the fidelity of learning and collaboration within the PLCs.

Although the literature highlights the importance of leadership in creating a PLC, there is little research that supports specific actions leaders can take to create an authentic, sustainable community of practice. In addition, there is limited literature supporting how administrators use PLCs to build organizational capacity and support teacher learning. Our study contributes to building the empirical knowledge base related to these two areas.

A collection of essays by a social economist seeking to balance economics as a science of means with the values deemed necessary to man′s finding the good life and society enduring as a civilized instrumentality. Looks for authority to great men of the past and to today′s moral philosopher: man is an ethical animal. The 13 essays are: 1. Evolutionary Economics: The End of It All? which challenges the view that Darwinism destroyed belief in a universe of purpose and design; 2. Schmoller′s Political Economy: Its Psychic, Moral and Legal Foundations, which centres on the belief that time‐honoured ethical values prevail in an economy formed by ties of common sentiment, ideas, customs and laws; 3. Adam Smith by Gustav von Schmoller – Schmoller rejects Smith′s natural law and sees him as simply spreading the message of Calvinism; 4. Pierre‐Joseph Proudhon, Socialist – Karl Marx, Communist: A Comparison; 5. Marxism and the Instauration of Man, which raises the question for Marx: is the flowering of the new man in Communist society the ultimate end to the dialectical movement of history?; 6. Ethical Progress and Economic Growth in Western Civilization; 7. Ethical Principles in American Society: An Appraisal; 8. The Ugent Need for a Consensus on Moral Values, which focuses on the real dangers inherent in there being no consensus on moral values; 9. Human Resources and the Good Society – man is not to be treated as an economic resource; man′s moral and material wellbeing is the goal; 10. The Social Economist on the Modern Dilemma: Ethical Dwarfs and Nuclear Giants, which argues that it is imperative to distinguish good from evil and to act accordingly: existentialism, situation ethics and evolutionary ethics savour of nihilism; 11. Ethical Principles: The Economist′s Quandary, which is the difficulty of balancing the claims of disinterested science and of the urge to better the human condition; 12. The Role of Government in the Advancement of Cultural Values, which discusses censorship and the funding of art against the background of the US Helms Amendment; 13. Man at the Crossroads draws earlier themes together; the author makes the case for rejecting determinism and the “operant conditioning” of the Skinner school in favour of the moral progress of autonomous man through adherence to traditional ethical values.

Field trips can change students’ attitudes and improve their learning performance, but they have rarely been investigated in logistics education research. The purpose of this paper is to present the findings from field trips that were designed to increase students’ knowledge of sustainable transport as well as to change their attitudes and behavioral intentions.

A total of 104 logistics students participated in this longitudinal panel study. Non-parametric statistical tests were used to test for significant effects.

Field trips build students’ knowledge, improve their attitudes and increase their behavioral intentions to use sustainable transport modes in the short and in the long term. Gains in knowledge exceed the results expected from traditional learning theories. Gender and school type are important moderating variables. Gender did not play an important role for knowledge gains, but for attitude and behavioral intentions.

More research is needed to generalize the findings to other populations and longitudinal panel studies are necessary to investigate a long-term effect of field trips.

Field trips are an effective means for successful knowledge transfer and are suitable to trigger attitudinal and behavioral changes. The involvement of practitioners and the hands-on experience ensure that students combine theoretical with practical knowledge.

This is the first longitudinal panel study that investigates the effects of logistics field trips, which were developed collaboratively by industry, educational and research institutions.

Purpose – The purpose of this study is to assist teachers in developing inquiry-based learning environments in secondary and post-secondary subject area classrooms that support their diverse students’ capacities for deep and intellectually engaged reading.

Design – Reading Apprenticeship professional learning has been developed to transform teachers’ understanding of their role in students’ literacy development and to build teachers’ capacity for re-enacting literacy instruction in the academic disciplines, engaging students in text-based inquiry, supporting their ongoing engagement, and gradually turning the work of learning over to students. The model reflects the understanding that for practice to become truly responsive to the needs and varied contexts of teachers’ work, teachers must become adaptive and generative in their use of specific practices. Reading Apprenticeship immerses teachers in experiential learning through patterns of practice that we expect them to recreate in their own classrooms. Teachers participate in inquiries designed to help them become reacquainted with their own disciplinary expertise in relation to literacy. Importantly, teachers collaboratively analyze students work through case studies of student literacy learning and videotaped classroom lessons designed to help teachers to reimagine what they and their own students can accomplish.

Findings – Reading Apprenticeship instructional tools and routines offer multiple opportunities for teachers to hear and respond to student thinking in relation to the text, thereby deepening the student reasoning processes and turning work over to students. The work of gradual release occurs in recursive cycles of reciprocal modeling that respond to students’ particular puzzlements and challenges with specific texts and engage students in shouldering more of the work of learning moment-to-moment, over time. Just as curricular ideas and topics build on one another over the course of a year of study, the challenges of text-based inquiry increase and build on previous accomplishments, constantly extending students’ reach. Engaging learners in taking up the work of text-based inquiry is a continuous cycle of support and graduated release and challenge calibrated to students’ needs and skill levels in the current learning moment.

Practical Implications – Current policies focused on accountability and efficiency in school reform conflict with evidence-based understandings of the learning process. The ongoing nature of learning and development through the gradual release of responsibility require that we not only tolerate, but unreservedly embrace and value learning progressions and their messiness for both students and their teachers. Embracing the ongoing learning journey calls for tolerance and generosity that we often withhold from teachers and students alike – to be in process, to be a learner, and to be en route to accomplishment. Learning entails risk and vulnerability. If we are truly invested in growth for both students and teachers, we must expect to invest continuously in and provide sustained support for their learning. The more opportunities to learn teachers are able to offer students, the more students can do. And the more students can do, the more teachers can give them.

This article describes a collaborative effort between a teacher educator, an inservice teacher, and a preservice teacher to develop a program for integrating women’s history in an eighth-grade early American History course. Using the results of a survey given to social studies teachers within the local district, they designed a program intended to address primary barriers to the integration of women’s history in the curriculum. Teacher-identified barriers included a lack of quality resources and a lack of time as well as a need to conform to district curriculum and state standards and a lack of content knowledge in women’s history among teachers. In addition to a description of the project, the article provides a discussion of lessons learned through the process.

What is it about academia anyway? We profess to hate it, spend endless amounts of time complaining about it, and yet we in academia will do practically anything to stay. The pay may be low, job security elusive, and in the end, it's not the glamorous work we envisioned it would be. Yet, it still holds fascination and interest for us. This is an article about American academic fiction. By academic fiction, I mean novels whosemain characters are professors, college students, and those individuals associated with academia. These works reveal many truths about the higher education experience not readily available elsewhere. We learn about ourselves and the university community in which we work.

Due to consumer concerns about food-related diseases and an increase in the use of genetically modified food, more and more “green consumers” integrate environmental considerations into daily purchases, asking for healthier, safer and higher quality food. Marketing managers still face the challenge of broadening the understanding of how and why consumers purchase organic food. Specifically, a deeper understanding of the value dimensions consumers perceive in the context of organic food products is required to develop and implement successful management strategies which might transfer positive consumer perceptions to actual buying behavior and satisfaction. The paper aims to discuss these issues.

Drawing on theoretical and empirical insights on organic food consumption in different markets, this research investigates antecedents of organic food products and differences regarding the relative importance of the value-based drivers across two Western nations.

The results from survey data indicate significant differences in the value perceptions, especially the functional and individual value perceptions, and recommendation behavior related to organic food for consumers from the USA and Germany. In addition, the segmentation approach provides evidence for consumer segments that cross-national borders: the “convinced opponents,” the “silent/private consumers,” the “prestige-seekers” and the “passionate evangelists.”

Consequently, instead of a country-based segmentation approach, marketers should emphasize the different types of consumers across national borders in order to address the differences in customer value perception in the organic food market.