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This study proposes to examine how a particular service quality model, the P‐C‐P attributes model, can be used to develop a measurement tool for a disability organisation, which involves service users in defining and determining service quality.

The evaluation focused on a physical disability service within the voluntary sector in Ireland. To identify the service quality dimensions, which were important, a series of focus groups were completed with service personnel and service users. A questionnaire was then developed from the information identified relating to a number of service quality dimensions.

The results illustrated an overall high level of satisfaction with the service. There were a number of service dimensions identified in each of the attribute groupings, which could be improved. Respondents also made a number of recommendations for improvement.

The study identified limitations to the model relating to whether the actual experiences of service users are captured.

This paper outlines from a consumer perspective the service attributes that provide satisfaction with service delivery but also highlighted areas where improvement was necessary and that the P‐C‐P model is a suitable framework for use.

By fusing knowledge-based theory, organizational learning theory and dynamics capability theory, this study aims to explore, on the one hand, the linkage between exploration, sensing and tacit knowledge, and on the other hand, exploitation, seizing and explicit knowledge. Thereby, it argues that not only tacit knowledge but also explicit knowledge contributes to competitive advantage for firms. This study also investigates how knowledge transforms into profitability.

The conceptual model is tested with a study sample of 153 industrial organizations using structural equation modelling.

Results confirm the importance of both tacit and explicit knowledge for achieving sustainable competitive advantages. Furthermore, both tacit and explicit knowledge transform into profitability, both directly and through product innovation and customer centricity which play partial mediating roles.

Explicit knowledge strategies can be easier to manage, implement and institutionalize than tacit knowledge strategies, which require human component and intervention to succeed. Managers should hence first implement explicit knowledge strategies to gain expeditious results. Further, with the advent of digital technologies and algorithms that can extract deep customer insights and organizational experiences which are highly tacit in nature and codifying the same into explicit knowledge, the importance of explicit knowledge is further enlarged.

By fusing three adjacent theories to establish a robust model specification, this study is able to demonstrate the contribution of explicit knowledge in the firm’s competitive advantages.

Early paradox research in organization theory contained a remarkable breadth of inspirations from outside disciplines. We wanted to know more about where early scholarship found inspiration to create what has since become paradox theory. To shed light on this, we engaged seminal paradox scholars in conversations: asking about their past experiences drawing from outside disciplines and their views on the future of paradox theory. These conversations surfaced several themes of past and future inspirations: (1) understanding complex phenomena; (2) drawing from related disciplines; (3) combining interdisciplinary insights; and (4) bridging discourses in organization theory. We end the piece with suggestions for future paradox research inspired by these conversations.

The purpose of this paper is to apply an intersectional analysis to assess the impact of structural factors on the risk of being a NEET for youth in Spain. The author study if inequalities have changed after the economic crisis, once youth policies designed to improve the Spanish school-to-work transition (SWT) system were implemented.

Drawing on microdata from the Spanish Survey on Income and Living Conditions, the paper compares the probability of becoming not in employment, education or training (NEET) of young men and women born inside or outside Spain and living in different types of households.

Although unemployment rates have improved since the end of the crisis, the situation regarding youth employment, poverty and inequalities remains challenging. Gender and other structural differences are usually ignored in policy debates and in the measures adopted to fight youth unemployment, leading to the persistance of inequalities.

The analysis illustrates new lines and trajectories in the segmentation of youth labor markets along the lines of gender, household and country of origin.

The findings highlight the need for introducing an analysis of the different sources of vulnerability in policy designs in order to promote a real and sustainable change in SWTs.

The contribution of this research to the literature on NEET and SWT is to introduce a framework that allows for the intersectional analysis of gender and other structural inequalities.

This paper aims to use a video‐taped fragment of conduct and interaction in a museum to illustrate the analysis of visitors' interactionally produced response to works of art.

The method draws on ethnomethodology and conversation analysis to investigate the social and sequential organisation of people's action and interaction. The fragment discussed as part of this paper sheds light on the social and interactional production of people's response to and experience of exhibits.

The detailed analysis of one video‐fragment illustrates how the analysis progresses from an inspection of the sequential organisation of talk to an examination of the sequential organisation of verbal, visual and bodily conduct. The analysis also makes a small substantive contribution to current debates on people's experience of artwork in museums. In particular, the findings suggest that the experience of works of art is not a subjective and cognitive response to the objects, but arises in and through socially organised, embodied practices at the exhibit‐face.

The paper discusses an innovative way to analyze video‐data, and makes a contribution to the growing body of research in arts marketing and museum marketing on the exhibition floor.

The purpose of this study is to explore the experiences of parents who have full professorial positions (in faculties of engineering and nursing) in universities in Ontario, Canada, with a particular focus on the ways in which gender shapes professors' parenting experiences.

We employ a case study methodology involving quantitative and qualitative data collected from a survey emailed to full professors in Ontario.

Data from the study reveal that numerous strategies, resources (e.g. informal social support networks, supportive partners) and institutional supports (i.e. pausing the tenure clock after child birth) are required to assist academics to meet the extensive demands of their positions, while they perform caregiving responsibilities for their children.

The protected ground of family status is inconsistently applied in Canadian human rights policy, considerably reducing its transformative potential. Yet, while family status gains greater recognition in rights-based practice, we argue that it be added to forthcoming institutional equity, diversity and inclusion (EDI) action plans across post-secondary institutions to better ensure equity for mothers who shoulder significant paid and unpaid work responsibilities.

While there is literature on parenting in academia, family status is rarely featured as an intersection of interest in EDI research. This article aims to fill this gap.

This paper develops a practice approach to institutional ambidexterity. In doing so, it first explores the ‘promise’ of institutional ambidexterity as a concept to address shortcomings with the treatment of complexity in institutional theory. However, we argue that this is an empty promise because ambidexterity remains an organizational level construct that neither connects to the institutional level, or to the practical actions and interactions within which individuals enact institutions. We therefore suggest a practice approach that we develop into a conceptual framework for fulfilling the promise of institutional ambidexterity. The second part of the paper outlines what a practice approach is and the variation in practice-based insights into institutional ambidexterity that we might expect in contexts of novel or routine institutional complexity. Finally, the paper concludes with a research agenda that highlights the potential of practice to extend institutional theory through new research approaches to well-established institutional theory questions, interests and established-understandings.

This paper develops a practice approach to institutional ambidexterity. In doing so, it first explores the ‘promise’ of institutional ambidexterity as a concept to address shortcomings with the treatment of complexity in institutional theory. However, we argue that this is an empty promise because ambidexterity remains an organizational level construct that neither connects to the institutional level, or to the practical actions and interactions within which individuals enact institutions. We therefore suggest a practice approach that we develop into a conceptual framework for fulfilling the promise of institutional ambidexterity. The second part of the paper outlines what a practice approach is and the variation in practice-based insights into institutional ambidexterity that we might expect in contexts of novel or routine institutional complexity. Finally, the paper concludes with a research agenda that highlights the potential of practice to extend institutional theory through new research approaches to well-established institutional theory questions, interests and established-understandings.

In this chapter, the authors adopt a macrofoundations perspective to explore punishment within institutional theory. Institutional theorists have long focused on a single type of punishment – retribution – including the use of sanctions, fines, and incarceration to maintain conformity. The authors expand the types of punishment that work to uphold institutions, organized by visible and hidden, and formal and informal characteristics. The four types of punishment include (1) punishment-as-retribution; (2) punishment-as-charivari; (3) punishment-as-rehabilitation; and (4) punishment-as-vigilantism. The authors develop important connections between punishment-as-charivari, which relies on shaming efforts, and burgeoning interest in organizational stigma and social evaluations. The authors also point to informal types of punishment, including punishment-as-vigilantism, to expand the variety of actors that punish wrongdoing, including actors without the legal authority to do so. Finally, the authors detail a number of questions for each type of punishment as a means to generate a future research agenda.

This chapter proposes a model of person-situation interactions to explain when individuals react to demographic diversity in their work places. Qualitative research reported here suggests individual identities likely influence reactions to diversity and should be considered in conjunction with traditional situational factors. The model developed from this research looks at interactions between high and low identification with demographic categories and strong and weak situational cues toward such categories to explain when individuals are most likely to respond (or not respond) to diversity. The proposition that motivated reactions to diversity are observable only when both situational and personal factors contribute is advanced.