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As the foremost gossip in Ambridge, Susan Carter can lay claim to being the most powerful character in The Archers. Ridiculed for her social aspirations, Susan is bolstered by her proximity to the world of privilege through her son’s marriage to Alice Aldridge and her husband’s status as chairman of the parish council. Within the village, Susan is both feared and ridiculed, giving her an ambivalent status in the narrative, yet she is pivotal in her role at the heart of the ‘information superhighway’ of gossip within the community. Her role is tantamount to that of a Greek chorus, commenting on and judging the actions of her acquaintances, her position aided by her job as manager of the village shop, at the heart of village dealings. This chapter situates Susan within the tradition of gossips in British popular culture, exploring discourses centring on middle-aged femininities and working-class cultures. I will examine how Susan’s character is informed by the comic tradition of the unruly working-class matriarch, who is both strong and powerful, yet whose excessive talk reinforces the social divide that she longs to overcome.

Thematic coding is a common form of qualitative analysis, yet identification of “codes” can limit understanding by directing the researcher to formulated categories rather than inviting exploration of what else the data may be trying to convey. Since categorization is an essential component of language and can scarcely be avoided, the purpose of this paper is to propose a polyphonic approach as a way to add texture and nuance. In polyphonic coding, text is coded several times along various dimensions of interest; these independently coded versions are then superimposed to identify patterns and relationships, allowing a multi-lensed view of the data as both forest and trees.

Polyphonic coding is applied to a specific interview in order to illustrate how the method can be utilized in a three-step process: in vivo coding from several independent perspectives (role, relational movement, and vocal mannerism), merging the perspectives, and “plugging in” to theory.

Polyphonic coding reveals relationships among the perspectives that point to an over-arching theme (in the example used) of a struggle for control.

This approach offers a way to code verbal, tonal, and somatic data as a means of understanding the construction and negotiation of identity in the relational context of qualitative research.

This approach promotes a flexible, expanded use of data analysis software.

The metaphor of a musical motet is used to describe a multi-faceted approach to qualitative analysis that can help to mitigate some of the pitfalls of typical thematic coding.

The purpose of this paper is to explore leadership succession in families in business. Although there is a vast amount of research on leadership succession, no attempt has been made to understand this phenomenon by using an intergenerational learning approach. By applying the Double ABC–X model, the authors discuss how resilience is developed through intergenerational learning during family leadership succession in business.

Based on a single case, the authors define pre- and post-event parameters of the business family under study and use the Double ABC–X Model as an analytical framework. Individual and pair interviews, as well as a family firm workshop, were undertaken following an action research approach using multiple interventions. The qualitative data were collected by reflective journals, field notes and observation protocols. Finally, the authors analyze the data according to a circular deconstruction strategy.

The authors find specific pre-event stressor parameters related to mutual mistrust, independent decision making and non-strategic transmission of power, knowledge and responsibility from predecessor to successor. The intervention based on the intergenerational approach during the post-crisis phase focuses on problem solving and coping within the new situation of co-habitation among the two generations. The intergenerational learning approach based on pile-up of demands, adaptive resources and perception is the source of family adaptation. Additionally, the power of the narrative to reflect past events and project the future seems to the point where the family starts developing resilience.

The way family businesses deal with critical and stressful events during leadership succession may lead to intergenerational learning, which is a source of resilient families. The authors apply the Double ABC–X model to understand family leadership succession in business and further develop it to explain how families develop resilience.

Families conduct their affairs through processes that are built upon those of previous generations and also social capacities such as culture, class, oppression and poverty. The media has played a part in stereotyping the lower classes through their portrayal on the television programmes such as Benefits Street and Jeremy Kyle and tabloid newspaper stories. This chapter is a case study of two families who are at the opposing ends of the social scale, the Horrobin/Carter and Aldridge families. The two families were chosen due to them being linked by marriage in the younger generation. Through the use of genograms, we explore how the families differ in their attitudes towards relationships within their individual families, and also how they relate to each other as separate family groups. Despite the many differences, there are also a number of key similarities, particularly regarding the key females in the families, in terms of family background and snobbery. We also show that there is little family loyalty in the more privileged family and a power differential between the two families (oppressors vs. oppressed) in terms of the crimes committed.

The repercussions of Portugal's colonialism are not widely discussed. The marks of colonialism in the public space are still present in the urban landscape of Portuguese cities. Despite the growing activity of the Black movement's in the country, they are still not being systematically considered in the design of public policies. Moreover, the Portuguese census does not include any data collection on ethnic belonging. Therefore, it is difficult to deepen the knowledge of the Black communities. The Black community has been growing in Porto, the second-largest city in Portugal and it remains highly invisible. Starting from a collaborative project between Portuguese and American professionals, acting in the fields of sociology and socially engaged curatorial and contemporary art practices, an experimental approach was developed to map and cocreate with the Black community in Porto. By using digital tools while collecting, analyzing, and sharing data, and by applying an ethnographic approach and techniques of exploration from documentary photography, the team developed a collaborative project side by side with the community. An exchange between disciplinary knowledge and “various subject positions,” with all participants engaging in an exploration of how to begin decolonizing the city through those tools took place at the project TRAVESSIA. This chapter explores how the Black nonelite is expressing and questioning race and ethnic inequalities in Porto by discussing the results of this collaborative project.

This case is one of a pair of cases used in a merger negotiation. It is designed to be used with “British Petroleum, Ltd.” (UVA-F-1263). One-half of the class prepares only the British Petroleum (BP) case, and one-half uses this case. BP and Amoco are considering a merger, and are in the process of negotiating a merger agreement. Macroeconomic assumptions, particularly forecasting future oil prices in an uncertain environment, and assumptions about Amoco's ability to reduce exploration and production costs make Amoco's future cash flows difficult to predict.

This case is one of a pair of cases used in a merger negotiation. It is designed to be used with “Amoco Corporation” (UVA-F-1262). One-half of the class prepares only the Amoco case, and one-half uses this case. BP and Amoco are considering a merger, and are in the process of negotiating a merger agreement. Macroeconomic assumptions, particularly forecasting future oil prices in an uncertain environment, and assumptions about Amoco's ability to reduce exploration and production costs make Amoco's future cash flows difficult to predict.

The purpose of this paper is to model the nature of intra-group conflicts and to show how conflict process phases that are beneficial to the organization can be supported and how disadvantageous conflict process phases can be prevented or managed. Task (process) and relationship conflicts can appear alternately in the same conflict process, so the overperformance cannot be estimated by the number of intra-group conflicts alone. By exploring the intra-group conflict processes, the author can identify patterns of employee commitment that can increase, mitigate or prevent certain phases of conflict processes.

The study presents three intra-group conflicts from the same multinational company using the narrative tool. Qualitative methods are particularly suitable for modeling feelings, thoughts, fears and workplace attitudes. The cases come from the immediate managers of the conflict-affected groups.

The process of intra-group conflicts can typically be divided into four phases: task (process) conflict; relationship conflict; task (process) conflict; end of conflict (end of teeming). Task conflict, which provides overperformance for the organization, is supported by the employees’ normative and professional commitment, while the prevention of relationship conflict, which is detrimental to performance, is supported by increasing the employees’ affective commitment. The relationship between affective commitment and relationship conflict is moderated by transformational leadership. Finally, the minimum of team performance is affected by both the degree of relationship conflict and the lack of affective commitment, while the maximum of team performance is positively affected by the degree of task (process) conflict and the employees’ normative and professional commitment.

In the future, the results should be confirmed by researches using quantitative methods.

The results suggest to managers that enhancing employees’ affective commitment is primarily important for preventing the disadvantageous relationship conflicts, while enhancing their normative and professional commitment is important for fostering the performance-related task conflict. The results show that increasing commitment goes beyond the organizational value of employees’ loyalty alone, and also highlight the importance of training and development.

In the literature on intra-group conflicts, most studies treat task and relationship conflicts independently of each other in conflict processes. This paper shows that both conflicts can be part of the same process at the same time. In addition, little research had addressed how employee commitment reduces or increases the certain phase of a specific type of conflict process.

Describes how Milliken embarked on its pursuit of excellence in customer satisfaction. Its main means of doing this is by an annual customer survey carried out by an independent firm of consultants. Outlines the lessons learned since these surveys were started in 1985. This includes the importance both of internal customer‐supplier relationships and of relationships with external suppliers.