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The survey described in this report was an investigation of a number of questions concerning trainers and research: what practising trainers think about research; the extent to which they are involved in or with research; the sources from which they get information about research findings and new developments; whether board‐sponsored research is getting through to them; their familiarity with a range of research tools and methods; their knowledge and assessment of a number of books, pamphlets and articles relevant to trainers and their work; and what problems trainers have with which they believe research could help them. The survey was conducted during the six months between April to September 1973.

In 1979, Rosemary Pledger became the first female President of the Academy of Management (AOM). AOM, through scholarship and teaching about management and organizations, is well known for its contributions to the development of modern management theory. The purpose of this paper is to understand and analyze the human and social influencers which enabled Pledger’s career success. She climbed to the top of her profession and became a role model for other professional women, especially in the academic field; she successfully cracked the glass ceiling.

The authors used a qualitative methodology as most appropriate to examine the research question of how Pledger used human and social skills to overcome barriers to career success. In addition to her biographical data, the authors analyzed 1,593 pages of documents from the AOM Archives at the Khell Center, Martin P. Catherwood Library, Cornell University, Ithaca, New York.

Pledger succeeded because she developed strong human and social capital critical for career success and career mobility. Becoming part of the top management team in three organizations – the AOM, the Southwestern AOM and the University of Houston – Clear Lake City is evidence of her skill in using her capital to crack the glass ceiling.

The limitation of author interpretation of secondary data is recognized.

This work illustrates the appropriateness of qualitative research, specifically, in placing important management figures in context, and it makes clear how human and social capital factors are critical to career success for women.

AOM’s contribution to the development of modern management theory is widely recognized; however, there is a lack of studies related to the career successes of AOM’s female leaders. This paper chronicles the career life of Rosemary Pledger who became the first female president of the AOM and a successful Dean and examines the factors that contributed to her career success despite the presence of a glass ceiling.

While much attention has been given to work-related factors influencing turnover intention through affective commitment, little focus has been directed to non-work factors affecting the service industry. Hence, this study aims to investigate the impact of links, fit and sacrifice, representing off-the-job embeddedness in the community, on turnover intention in the hospitality industry of Ghana: Sub-Sahara Africa using the theory of conservation of resources (COR) and social exchange. The model has been extended to include affective commitment as the mediating mechanism.

A multi-wave technique was used to collect data through a questionnaire from 341 full-time frontline hospitality employees in Ghana. The responses were analysed using AMOS software structural equation modelling.

The findings show that links, fit and sacrifice significantly influence employees’ turnover intentions. Moreover, it has been observed that affective commitment decreased the negative relationship and partly mediated the main relationship between the dimensions of off-the-job embeddedness and turnover intention.

The study’s results and academic, practical implications and limitations are discussed for future research.

This study emphasises the theory of COR to demystify community factors employees deem as valued resources, which lighten up their commitment to their organisation and decrease their intent to leave.

The purpose of this paper is to examine the precursors and outcomes of service recovery satisfaction and customer commitment among airline business customers.

Data were collected from airline travellers in South Africa using a structured questionnaire. Structural equation modelling was used to analyse the proposed hypotheses.

The results revealed that recovery expectations and perceived equity exert significant influence on levels of recovery satisfaction, which in turn influence overall satisfaction, trust and commitment. The study also revealed that trust and overall satisfaction are antecedents of customer commitment and that customer commitment has a significant positive relationship with positive word of mouth. It was also established that the quality of past service performance moderates the relationship between recovery satisfaction and commitment.

Airlines are advised to stimulate customer trust in the service delivery process through transparency in the procedures by which they resolve service failures and to remain committed to their service recovery promises to customers. It is also proposed that airlines should secure increased positive word of mouth through offering satisfactory service recovery.

Very little research in the South African context exists which focusses on the influence of customers satisfaction and commitment in the airline industry. This paper helps in establishing the antecedents of customer commitment after service failure in the airline industry.

The purpose of this paper is to examine how utilization of non‐financial manufacturing performance (NFMP) measures impacts the lean manufacturing/financial performance relationship.

A structural equation model (SEM) is estimated using data provided by 121 US manufacturing executives. In addition to examining direct effects, the study examines whether NFMP measurement mediates or moderates the lean manufacturing/financial performance relationship.

The results provide substantial evidence that utilization of NFMP measures mediates the relationship between lean manufacturing and financial performance.

The study's findings regarding NFMP measurement suggest that the mixed results of prior studies of the lean manufacturing/financial performance relationship may be due in part to a failure to account for NFMP measurement. Limitations of the study are the non‐random sample and its small sample size, relative to the SEM estimated.

Managers who implement lean manufacturing without utilizing supportive NFMP measures may experience disappointing financial results.

This is the first known study that adopts a SEM framework to examine: how NFMP measurement affects the relationship between lean production and profitability; the direct relationship between NFMP measurement and firm performance; and the impact of lean manufacturing on externally audited, objective measures of firm performance.

Service quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of service quality to customer satisfaction to financial sustainability in the water service sector, which is vital to the sustainable future of mankind. Further, these three interrelated constructs and their dimensions are clearly articulated.

SERVQUAL questionnaire responses were collected from 635 household families, and the financial sustainability indicators of 56 water providers were gathered as well. Cronbach's alpha and factor analysis were conducted to measure the internal consistency and convergent validity. Path analysis was utilized to evaluate the causal diagram by examining the relationships among service quality, customer satisfaction and financial sustainability using the AMOS software package.

The results showed that the five dimensions of service quality explain 58% of the customer satisfaction variation. The responsiveness, empathy, assurance and reliability have significant impact on the customer satisfaction where p < 0.05, while the tangible dimension has an insignificant effect. The results also revealed that customer satisfaction has a significant impact on the financial sustainability indicators of the water providers, where p = 0.000 for the debt collection ratio indicator, and p = 0.003 for the financial efficiency ratio indicator.

This research on financial sustainability is based on evidence about service quality and customer satisfaction in the Palestinian water sector. Future research on financial sustainability of the water sector may focus on the pricing mechanism and debt collection of water service.

The findings suggest that water providers should recognize the importance of service quality dimensions, which strengthen the customer satisfaction, which, in turn, is a significant driver for their financial sustainability. It is, therefore, sound to draw action-oriented managerial implications from these results.

The study adds to the literature of water service sector and is based on empirical evidence from primary data of household families and secondary data of water service providers from developing countries. This paper also contributes toward the strengthening of sustainability of the water service sector in Palestine – a worthy humanitarian cause. The study provides evidence useful for policy makers toward carving out policies aimed at strengthening the financial sustainability of the water service sector.

It is possible to say that an expert in any field of knowledge can be expected to know particular things and techniques. This can be said of a stone mason, a physicist or a midwife. The expertise consists of a notional core of knowledge and skills (i.e. applied knowledge). Such expertise arguably can be found in other experts in the same field, although there will be idiosyncrasies of approach and valuation and quite probably divergencies in what is considered “right” and “wrong”.

The purpose of this paper is to investigate the exposure of a student population to celebrity chef television programmes, to assess the influence these figures have, and how they are perceived.

A survey was conducted through an online questionnaire distributed at Bath Spa University. The approach included asking respondents why they watched programmes featuring celebrity chefs; to select a named celebrity chef whom they thought had most influenced their food habits, and to name particular chefs relating to campaign descriptions.

A significant proportion of the study group watched television programmes fronted by celebrity chefs (84 per cent); the main reason for watching was for entertainment. Overall, reported influence was insignificant, though Jamie Oliver was selected as the chef with most influence on the respondent’s food habits. Jamie Oliver’s campaign to improve school dinners was also the most recognised, and celebrity chefs were generally viewed positively.

The study population was quite specific in its gender, age and ethnicity, and therefore might not be representative of wider society. Further work could consider gender differences in chef influence, as well as different forms of exposure.

Despite their ubiquity, academic research into the role of the celebrity chef in modern society is limited, where very few studies have assessed the influence of named chefs or the public perception of these figures. This paper gives an insight into this under-researched field.

The value of allowing children to experience frequently the sheer pleasure of good children's literature has long been acknowledged. For at least the past twenty‐five years, educational researchers and faculty members in schools of education and library science have advocated the use of children's literature in the elementary school curriculum.