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Based on previous research in services, marketing, organizational behavior and psychology, this paper aims to identify four types of loyalty bonds that an individual can form with a firm as well as a select set of firm and situational variables which likely result in the formation of each bond. It then aims to examine the influence of each bond on the relationship strength between a customer and a service provider.

Using a mail survey, female respondents over the age of 25 assessed shopping situations in two service‐provider settings – a grocery store and a beauty salon. Scenarios manipulated aspects of the service experience based on firm and situational variables.

This study confirms the existence of four primary types of loyalty bonds – utilitarian, affective, symbolic, and obligatory. Firm and situational variables maximally impact each type of loyalty bond. The bonds predict relationship strength with the service provider.

Complex relationships are apparent between the different types of bonds. Further research is needed to understand how firm and situational variables interact in different service settings.

The authors' research shows that customers may form different types of loyalty bonds with firms, some that are controllable by the firm and some which are less controllable. Results provide a starting point for tactical decision making regarding which bonds service providers would like to target in the development of their relationship marketing programs.

The authors contribute to the services marketing literature by examining when specific loyalty bonds are created and how these bonds impact relationship strength.

To empirically examine the development and influence that customer‐to‐customer interactions (CCI) have in a high personal contact setting.

Using responses from patrons of different hair salons, the role that salon atmospherics had on the formation of CCI was assessed. Then, the relative influence of CCI on satisfaction with the firm, loyalty to the firm and firm word‐of‐mouth, in a model of service outcomes, was examined.

Results indicate that atmospherics do influence CCI, which in turn is a strong predictor of loyalty to the firm and positive word‐of‐mouth.

Care should be taken when generalizing these findings to other service settings. It should be noted that all female respondents were generally more educated and had higher incomes than the general population.

This study suggests that positive perceptions of atmospherics will lead to positive CCI effects. If managers determine that they would like to enhance the quality of CCI, they should incorporate changes to the physical settings that enhance the type of interactions they desire.

In terms of how to assess CCI, the authors provide a simple four‐item scale which can be used by managers to assess the degree in which their customers interact and the effect that the interaction has on their experience.

This study sought to explore first-year college student perceptions related to when they first became aware of leadership and perceived influences on leadership. The study was rooted in the Leadership Identity Development Model (Komives, Owen, Longerbeam, Mainella, & Osteen, 2005). Five purposively selected individuals completing the first semester of a formal leadership program for first-year students participated in this study. Content analysis of qualitative interviews revealed two themes related to leadership awareness: pre-college and positional versus non-positional roles; four themes related to perceived leadership influences: external role models, internal beliefs, previous experience, and types of leadership/leadership philosophy. This research supports the importance of both internal and external factors in developing an understanding of what leadership is by first-year college students.

To date, most research that takes up race as a theoretical or empirical category remains focused on uncovering the processes that lead to disparities in individual-level organizational outcomes such as pay and promotion. We aim to shift analytic attention away from people to organizations. This volume represents a collection of nine chapters that investigate how race shapes organizations and an organization’s ability to get the cultural, political, and material resources it needs to survive, that is, the organizing process. This interlocution argues for the importance of understanding organizations as social actors that also contend with race. Additionally, the introduction provides an overview of the chapters in the volume by briefly summarizing each contribution and highlighting the connections between them. The introduction closes with a discussion of the direction future research studies in this area might take.

English teacher candidates have limited opportunities to examine classroom-based discussions about LGBTQ-themed texts and heteronormativity in teacher education courses. This chapter presents one effort to address this issue using a video-based field experience in the English Methods course that demonstrated a critical unit of instruction about the play, Angels in America. The chapter provides a description of the project and English teacher candidates’ perspectives about what they learned for English educators interested in devising similar projects for their courses.

Evaluation of any given student's responsiveness to intervention depends not only on how effective the intervention is, but also whether the intervention was delivered as intended as well as in the appropriate format and according to the most useful schedule. These latter elements are referred to as treatment integrity and treatment intensity, respectively. The purpose of this chapter is to define and describe how treatment integrity and intensity can be incorporated in the evaluation of outcomes associated with individualized intervention delivery.