Search results

Asserts that once it is realised that quality is the key to efficiency, a “commitment to quality” becomes a natural consequence. Contends that in the future SAS will see the results ‐ increased profitability through the right quality. Describes the airline′s long‐term objectives to expand and prosper in a de‐regulated airline industry. Concentrates on three strategic development areas: service standards; operational standards; technical standards. Describes the formation of a quality information training programme. Discusses lessons learned about corporate management. Stresses the value of TQM. Asserts that the quality work will significantly influence the overall target of increased profitability and satisfied customers.

Describes SAAB Aircraft′s operator responsibility system. Discusses how the aircraft division has met changing market conditions by adopting a TQM approach to business. Asserts that workers have become responsible for their own quality. Contends one result of this programme has been the virtual elimination of SAAB′s quality inspection department. Discusses implementation. Discusses how quality is checked‐in rather than built‐in. Asserts the need to set the standards according to the decided requirements. Concludes by asserting that what is needed is to build a quality environment.

While past research has explored how opting-out enables mothers to break free from masculinist organizational cultures, less attention has been given to how they resist disciplinary power that constitutes and governs their subjectivities. This paper aims to add to the discussion of opting-out as a site of power and resistance by proposing the concept of “constructive resistance” as a productive vantage point for investigating opted-out mothers' subversive practices of self-making.

This Malaysian case study brings together the notion of constructive resistance, critical narrative analysis and APPRAISAL theory to examine the reflective stories of eighteen mothers who exited formal employment. These accounts were collected through an open-ended questionnaire and semi-structured email interviews.

The mothers in the sample tend to construct themselves in two main ways, as (1) valuable mothers (capable, tireless, caring mothers who are key figures in their children's lives) and (2) competent professionals. These subjectivities are parasitic on gendered and neoliberal ideals but allow the mothers to undermine neoliberal capitalist work arrangements that were incongruent with their personal values and adversely impacted their well-being, as well as refuse organizational narratives that positioned them as “failed” workers.

Whereas power is primarily seen in previous opting-out scholarship as centralized and constraining, this case study illustrates how the lens of constructive resistance can be beneficial for examining opted-out mothers' struggles against a less direct form of power that governs through the production of truths and subjectivities.

This paper is concerned to show how the Danish political elite interpreted and responded to the consequences of the 2008 financial crisis for the Danish economy. In particular, the paper describes how this interpretive construction focused primarily on three features of the Danish context to the exclusion of other perspectives; the first was an emphasis on the problems of the financial sector, of interest rates and state finances; the second was that Danish productivity increases were falling behind other comparable countries and part of the solution required new strategies towards labour and unemployment benefits; thirdly, the adverse effects of the crisis were causing an increase in government expenditure and a decline in government revenues which was rapidly becoming unsustainable. As a consequence, the Danish elite fell into the broader interpretation of the crisis embedded in the dominant view within the EU institutions as well as among the international financial institutions such as the IMF and the World Bank, that a period of austerity and fiscal consolidation was the required remedy, even though this was likely to be pro-cyclical in its effects. However, the paper shows that alternative data which is more reflective of Denmark’s position in the global economy and the trajectory and form of its growth over the last decade reveals that the interpretation of the Danish elite has been too narrow and neglects the distinctive roots of Denmark’s competitive strengths. Indeed, by responding in the way which they have, the Danish elite is in danger of undermining the very conditions of Denmark’s competitiveness.

An ideal victim is someone who is both weak and strong enough (Christie, 1986). To be seen as an ideal victim one should be vulnerable, weak and not to blame for the crime one has been subjected to. But, in order to be seen, heard and believed one must also be strong, resourceful and confident. This chapter discusses the conflicting perceptions between the weak and the strong victim in light of one particular group of victims, Nigerian women subjected to trafficking for prostitution. What types of expectations do these women meet when identified as victims of trafficking in Norway? Do the Nigerian women live up to the image of the ideal victim? Or do they have to adjust their behaviour in order to enter this role and be entitled to help and assistance? The answers to these questions tell us whether existing trafficking measures are based on the real needs of victims of trafficking, or an idealised image of their problems and needs.

The paper aims to explore the relationship between accounting and racial violence through an investigation of sharecropping in the postbellum American South.

A range of primary sources including peonage case files of the US Department of Justice and the archives of the National Association for the Advancement of Colored People (NAACP) are utilised. Data are analysed by reference to Randall Collins' theory of violence. Consistent with this theory, a micro-sociological approach to examining violent encounters is employed.

It is demonstrated that the production of alternative or competing accounts, accounting manipulation and failure to account generated interactions where confrontational tension culminated in bluster, physical attacks and lynching. Such violence took place in the context of potent racial ideologies and institutions.

The paper is distinctive in its focus on the interface between accounting and “actual” (as opposed to symbolic) violence. It reveals how accounting processes and traces featured in the highly charged emotional fields from which physical violence could erupt. The study advances knowledge of the role of accounting in race relations from the late nineteenth century to the mid-twentieth century, a largely unexplored period in the accounting history literature. It also seeks to extend the research agenda on accounting and slavery (which has hitherto emphasised chattel slavery) to encompass the practice of debt peonage.

This paper seeks to develop a business model depicting the relationship between harmony, cooperation, and international joint ventures (IJV) performance.

The paper takes the form of a quantitative empirical study with the aim of making a contribution to the knowledge of the effects of harmony and cooperation on IJV performance. An interviewer‐administered questionnaire survey method was used for data collection.

The business model supports the proposed existence that harmony has both direct and indirect effects on IJV performance. While interorganizational harmony directly affects the performance of the company, it promotes cooperation and in turn enhances performance.

Owing to the exploratory nature of this study, the findings are indicative rather than conclusive. Future studies should be conducted to examine the validity and generalizability of this model in other cultural contexts.

This study provides empirical support for the importance of harmony and cooperation in conducting business in China, and it has significant implications for international marketers. When formulating new venture strategies in the greater China market, the model developed in this study can help to gauge the degrees of harmony and cooperation held by IJV partners.

This study demonstrates and validates the importance of harmony and cooperation in business ventures in general and in the Chinese business environment in particular. This study also signals that there are important implications for future research in emerging or transitional economies.

The purpose of this paper is to focus on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters.

Following a literature review of complaint satisfaction and the role of customer contact employees in complaint encounters, an exploratory study using both the laddering interviewing technique and Kano questionnaires is presented.

The laddering results indicate that being taken seriously in the complaint encounter and the employee's friendliness, listening skills and competence are particularly important. The fact that interpersonal factors are highly regarded indicates that customers want to satisfy these process needs first and their outcome expectations second. The Kano results show that employees' active listening skills are the only must‐be requirements while the two concepts “Apology” and “Respectful Treatment” are close to being must‐be criteria. In addition, the employee's feedback after the complaint handling encounter can almost be categorized as an excitement factor.

Owing to the exploratory nature of the study and the scope and size of the chosen sample, the results outlined are tentative in nature.

By combing two research methods, this paper develops an area of research that could reap considerable benefits for researchers interested in the area of customer complaint satisfaction.

Most alcohol education programs are designed by experts, with the target audience largely excluded from this process. Theoretically, application of co-creation which comprises co-design and co-production offers an opportunity to better orient programs to meet audience needs and wants and thereby enhance program outcomes. To date, research has centered on value co-creation, with content co-design receiving limited research attention. This study aims to understand how a target audience would design an intervention and continues by contrasting an audience-designed program with the earlier implemented expert-designed program.

Six co-design sessions were conducted with 58 Year 10 adolescents, aged between 14-16 years old, who had participated in Game On: Know Alcohol, a program developed by experts to address binge drinking. The data were content analyzed.

Analysis revealed that a co-designed program would differ substantially from the expert-driven Game On: Know Alcohol program recently trialed. The results indicate that adolescents prefer interactive activities that engage and challenge. Three alternative program solutions, catering to identified segments in the target audience, are suggested for future implementation and evaluation.

This sample is limited to adolescents from Catholic schools in one state of Australia, and future research is recommended to extend findings beyond this group. This study is limited to establishment of audience (adolescent) preferences, and future experimental field research is needed to develop, implement and evaluate a co-designed program.

This study details a co-design process highlighting differences between expert-designed and audience-designed programs. Future research investigating whether a co-designed program will deliver superior outcomes to an expert-designed program is recommended.

Analyses the context of the recent changes in Finland’s economic performance and its trading relationship with the former USSR. Examines the Finnish business system, with its distinctive characteristics established by the dominant forest products sector, in relation to the development of the country’s newer electronics sector. Uses four Finnish company case examples to illustrate managerial opinion, company strategy and development in light of the country’s application to join the European Union (EU). Draws implications for Finnish companies of EU membership and considers its impact on the country’s business system.