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Benchmarking within the service industry is not as easily definable as in manufacturing, where there are many processes common to companies in businesses which are different from one another. Many of the key elements of service quality are more nebulous. Describes the study forms of some of the US′s most renowned service providers by groups of UK executives. Asserts that this type of benchmarking is more than just corporate tourism, detailing the areas of best practice which were around.

The purpose of this paper is to report the perceived impact of various health concerns on the academic performance of health sciences graduate students.

The American College Health Association's National College Health Assessment (ACHA‐NCHA), a 58‐item anonymous survey, was distributed to all graduate health science students during a five‐week period in the spring semester.

Students (n=1,355) were most likely to report a negative perceived academic impact related to psychosocial concerns such as stress, depression/anxiety, and relationship problems. The students' most pressing felt concerns were upper respiratory infections, stress, concerns about troubled loved ones and sleep difficulties. Clinical graduate students (n=712) were significantly more likely to report negative academic impacts related to upper respiratory infections (p=0.001), concern about a troubled friend or family member (p=0.001), sleep difficulties (p=0.005), relationship difficulties (p=0.030), and internet use/computer games (p=0.015) than non‐clinical graduate students. However, the magnitude of those differences was small.

This paper adds to one's knowledge of student health concerns, which may help to address health‐related barriers to learning.

This paper presents findings that further explicate the reciprocal relationship between student health and learning by suggesting methodology to identify priority health issues among a graduate student population. Findings from this study of over 20 different health concerns indicate that the priority health concerns of graduate health science students are primarily psychological and psychosocial health issues.

Arguing that increasing use of information and communication technologies (ICT) is shifting market power from suppliers to consumers, the ensuing consumer empowerment is presented as an unintended consequence of marketing. Marketing implications arising from this consumer empowerment are examined in terms of a process where control and management by suppliers over consumer access and enablement are increasingly difficult.

Consumer empowerment is examined historically, using quality gap analysis to capture an ongoing power struggle between consumers and suppliers. This draws out the limitations of current marketing and management strategies. The different forms of marketing challenges in this new environment are discussed.

The role of marketing strategies in fostering controlled consumer empowerment is reflected in the development of information‐based consumer‐centric marketing strategies that seek to enable and control delegation. In designing such strategies, consumers' familiarity with and use of ICT are both strengthened and widened, emphasising the uncontrolled nature of the consumer empowerment process.

The approach is literature‐based, focussing on the ICT enabled process. It does not address the psychology of empowerment. Since, consumer empowerment may imply switching suppliers in search of better value propositions, business cannot afford to ignore it, justifying the need for further research of both elements.

Marketing strategy rests on a control premise and the analysis of the consumer empowerment process implies that current customer‐centric strategies are operating under a false premise. There is a need to regain control over the marketing process, that is, to either manage the technological empowerment of consumers, or to devise new strategies cognisant of the possibility that such technological empowerment cannot be managed. The valuation of consumer loyalty in this environment rises significantly.

An historical perspective to consumer empowerment exposes the tensions between suppliers and consumers arising from ICT usage. A separation of consumer access and enablement from control and management by suppliers is shown to have important marketing strategy design implications.

The purpose of this paper is to introduce a new strategic management tool – the reverse persona. In doing so, the methods, use and benefits documented from a case study with a global franchisee organization are presented.

This tool was derived from working with a global franchisee organization sought to design and launch a new product into the market. The reverse persona was deployed through n=14 qualitative interviews with franchisee owners were conducted to understand their perceptions of customers, awareness and concern of competition and their willingness to take risks. These insights were collated to develop reverse personas for the senior leadership team within the organization.

Changing the scope of personas from external customers to internal employee development, can further strengthen the method’s effectiveness in decision-making and strategic management, particularly for the implementation and roll out of new products.

In the case study, the senior leadership team saw the manager persona as a strategic aid to, “Help target the implementation of new products in stores, select franchise owners for potential new roles and to deeply understand the motivations, challenges and attributes of their middle management contributing to the competitive advantage of the organisation.”

This article is the first to explore the use of personas for internal strategic planning use within a company.

Organization development is focused on implementing a planned process of positive humanistic change in organizations through the use of social science theory, action research, and data-based feedback methods. The role of personality in that change process, however, has historically been ignored or relegated to a limited set of interventions. The purpose of this chapter is to provide a conceptual overview of the linkages between personality and OD, discuss the current state of personality in the field including key trends in talent management, and offer a new multi-level framework for conceptualizing applications of personality for different types of OD efforts. The chapter concludes with implications for research and practice.

Identifying if aid flows have contributed to economic growth or growth divergence between a sample of Asian and African countries is the purpose of this paper. Using data over the period of 1980–2015, the paper attempts to establish whether aid, in any of its forms, has played a role in economic growth in these countries.

A comprehensive literature analysis over the past 70 years sets the scene for the paper. A panel data fixed-effects model is applied for each sample (Africa and Asia) between 1980 and 2015. Both theoretical predictions and empirical studies are used to derive the independent variables selected for modelling.

The findings strongly suggest that aid flows in both the Asian and African samples have no relation at all to either long-run growth paths or growth divergence. However, there is a suggestion in the case of the Africa sample that governance decline may well be the primary source of growth divergence.

This result cannot be generalised because it only focuses on six countries but as demonstrated in the paper, other possible samples (from both regions) actually make no difference to the results. It could also be argued (given the comprehensive literature analysis presented here) that it is not essential to have a theoretical relationship between aid and growth because aid is given to different countries with very different characteristics, needs, governance and policy environments.

Donor countries must play a more supervisory role to ensure aid flows are directed to the right channels in recipient countries. Aid should be given to countries which have a certain degree of macroeconomic stability and “good” policy to ensure effectiveness. They also need to pay attention to the sectoral distribution of aid as do recipient countries to better allocate aid flows to productive sectors that contribute to both short- and long-term growth.

These are not given much emphasis in this paper.

Most aid–growth studies are based on a large number of countries from different regions with different characteristics or on a single country case. This paper compares between two samples of countries sharing the same characteristics to overcome the heterogeneity problem. This paper is based on a more protracted time series from 1980 to 2015 to capture more accurately the impact of foreign aid on economic growth.

Purpose – The purpose of this chapter is to consider the (re-)emergence of the sport waka ama (outrigger canoe) in light of the broader historical, social, political, cultural and economic landscape of ‘post-colonial’ Aotearoa/New Zealand.

Design/methodology/approach – The chapter draws upon a micro-ethnography of the 2011 Waka ama national competition to elucidate the ways in which the sport serves as an important site for sharing Māori identities and culture. The empirical aspects of the chapter utilise observations and semi-structured interviews with key gatekeepers of waka ama in Aotearoa/New Zealand and participants in the sport.

Findings – The key findings of the study offer new insights into the relationship between the (re-)emergence of waka ama and the wider context of ‘post-colonial’ Aotearoa/New Zealand.

Research limitations/implications – The restricted timeframe that the research took place within could be viewed as a limitation to the research project.

Originality/value – The chapter provides an alternative reading of the sport waka ama within ‘post-colonial’ Aotearoa/New Zealand. To date there has been little research conducted on the role sport has played within the process of colonisation in Aotearoa/New Zealand. There has also been limited research that illustrates the role of waka ama, as a uniquely indigenous sport, as a vehicle of social change within indigenous communities. The authors highlight the unique nature of waka ama and provide an alternative commentary on the colonial/neocolonial forces that have impacted waka ama in its emergence.

Challenge-based learning (CBL) has gained acceptance as a contemporary and progressive teaching pedagogy that provides a holistic and inclusive experience to learners in higher education (HE) institutions. However, its lack of appeal to non-STEM subjects and the need for further development, particularly concerning improved approaches, have been recognized. It seems that CBL runs the risk of becoming a portmanteau pedagogy that blends aspects of problem-based learning, project-based learning, and situated learning, as opposed to its development as an effective pedagogy tool. This points to a lack of a formal implementation framework, code of practice, and standard procedures for its delivery. We argue that blending a design thinking (DT) pedagogy with CBL can potentially provide the stability that CBL currently lacks. At the same time, it also presents a more inclusive proposition to potential non-STEM audiences. Thus, in this chapter, we seek to interrogate the intersectionality between CBL and DT literature in the context of HE teaching and learning with a view of establishing CBL as a pedagogy in its own right. We attempt to achieve this by systematically analyzing the separate literature to reveal the synergies and common touchpoints.

The literature on defense-welfare tradeoffs has not been characterized by an emphasis on theory development. Indeed, most work has concentrated on using increasingly sophisticated statistical techniques to isolate empirical relationships in spending data on various countries. Unfortunately, however, this empirical enterprise has proven inconclusive, with some studies finding trade-offs and others not. In this paper, we suggest that a greater focus on theory development may help to resolve some of the empirical conflicts in this literature. In particular, we argue that there are at least two substantial bodies of theoretical work available that, while relevant to guns-butter questions, have remained to a large extent unexploited. One conclusion that we draw from this exercise is that the discussion of tradeoffs should probably move away form its current focus on primarily direct exchanges between spending on guns and butter, and instead begin to explore more indirect links which are acting through the economy.