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In this paper we have argued that the reasons for the unusually high level of unofficial strike action in Ireland has little to do with the nature of the industrial relations system, or with any deep‐seated historical ideological conflict among the principal interest groups. Rather it was the marked departure in public policy in relation to pay and collective bargaining that were the principal causes of high proportions of unofficial strikes. Our basic view about unofficial strikes is that they arise because of the presence of some structural rigidity, which, in turn, results from the nature of the bargaining structure. For example, an extended period of centralized pay bargaining leads to a stiffening of local employer‐employee relationships and procedures which, previously in a decentralized structure, were more flexible and less strict and precise in their formulation and application. This change in the bargaining structure leads to increased levels of unofficial action for a variety of reasons, which are discussed in the paper. There are also other contextual and structural factors which may influence or intensify levels of unofficial action: the type of work in which people are engaged, the strike issue, sector ownership, industry, trade union, and firm size.

Considers the concept of the “listening” organisation and its influence on service and business performance. Specifically reports on empirical research which investigated the link between service quality information practices, the listening organisation and service and business performance. In this respect, builds on an earlier model of service management developed by the London Business School and Warwick Business School in the UK. This extended model employs two composite performance indexes as moderator variables. Surveyed 438 service organisations in the Republic of Ireland; the loglinear model used to analyse the data shows a clear pattern. By taking listening practices, including information technology, as a holistic view of a constellation of information‐related practice type factors, demonstrates that there is a close relationship with service performance, which in turn influences business performance. Furthermore, technology type and competitive intensity, moderate this relationship. Establishes that the relationship between listening practices and service performance is much more important for the sophisticated task technology sector and that competitive intensity has a very minor interactive effect on the relationship. The results of the survey mirror recent empirical research in market orientation and organisational learning.

Ulf Bengtsson works for Motorola Inc. as an Organization Effectiveness consultant. In this role he works in the area of change acceleration, organization design, and other strategic OD initiatives. His undergraduate degree is in Organizational Communication from Cleveland State University and he earned a Masters in Management and Organizational Behavior (concentration in OD) from Benedictine University. He has done award-winning papers and presentations and has numerous publications on topics including organizational behavior, organization development, and appreciative inquiry. A Swedish citizen, he now resides in Chicago. Ulf can be reached at: Ulfl@motorola.com.Allen C. Bluedorn (Ph.D. in sociology, University of Iowa) is the Emma S. Hibbs Distinguished Professor and the Chair of the Department of Management at the University of Missouri-Columbia. He has taught and studied management and the organization sciences, first at the Pennsylvania State University, then for the last 23 years at the University of Missouri-Columbia. These efforts have produced seven major teaching awards, over 30 articles and chapters, and his recently published book, The Human Organization of Time (Stanford University Press, 2002). He has served as president of the Midwest Academy of Management, as a member of the Organizational Behavior Teaching Society’s board of directors, as a representative-at-large to the Academy of Management’s board of governors, as associate editor of Academy of Management Learning and Education, and as division chair of the Academy of Management’s Organizational Behavior Division.David Coghlan is a member of the School of Business Studies at the University of Dublin, Trinity College, Ireland. His research and teaching interests lie in the areas of organisation development, action research, action learning, clinical inquiry, practitioner research and doing action research in one’s own organisation. His most recent books include Doing Action Research in Your Own Organization (co-authored with Teresa Brannick, Sage, 2001), Changing Healthcare Organisations, (coauthored with Eilish Mc Auliffe, Blackhall: Dublin, 2003) and Managers Learning in Action (eds. D. Coghlan, T. Dromgoole, P. Joynt & P. Sorensen, Routledge, 2004).Paul Coughlan is Associate Professor of Operations Management at the University of Dublin, School of Business Studies, Trinity College, Ireland where, since 1993, he has researched and taught in the areas of operations management and product development. His active research interests relate to continuous improvement of practices and performance in product development and manufacturing operations. He is President of the Board of the European Institute for Advanced Studies in Management, and a member of the board of the European Operations Management Association.Fariborz Damanpour received his Ph.D. from the Wharton School of the University of Pennsylvania. He joined the Graduate School of Management at the Rutgers University in 1985. Currently he is a professor at the Department of Management and Global Business of the Rutgers Business School, where he served as the chairperson of the management department from 1996 to 2002. Prior to his academic career, he worked as an engineer, an organizational development consultant, and the manager of a start-up unit in a large organization. His primary areas of research have been management of innovation and organization design and change. His papers have been published in several management and technology management journals including the Academy of Management Journal, Administrative Science Quarterly, IEEE Transactions on Engineering Management, Journal of Engineering and Technology Management, Journal of Management Studies, Management Science, Organization Studies, and Strategic Management Journal. He serves on the editorial boards of the IEEE Transactions on Engineering Management, Journal of Engineering and Technology Management, and Journal of Management Studies.Joyce Falkenberg is Professor of Strategy and Associate Dean of the School of Management at Agder University College (HiA) in Kristiansand, Norway. She received a Ph.D. from the University of Oregon in 1984. Her dissertation focused on strategic change and adaptation as a response to changes in the environment. Her research has continued the focus on strategic change with an emphasis on implementation. Recent work has combined this emphasis with the strategy issues of congition, strategizing, and resource based perspective. Before coming to HiA in the summer of 2003, Joyce Falkenberg was a member of the faculty at the Norwegian School of Economics and Business Administration. She taught in many international programs, including NHHs Masters of International Business; executive masters programs in Russia and Poland; and held seminars in Latvia, China, Switzerland, and Germany. Falkenberg has served on the Executive Board of the Academy of Management Business Policy Division and on the Editorial Board of the Academy of Management Review.Mary A. Ferdig Ph.D., is Director of the Sustainability Leadership Institute in Middlebury, Vermont, a research and education organization dedicated to developing leadership capacity for building a more sustainable world. Her research interests focus on leadership for sustainable organizational and social change, grounded in complexity and social constructionist perspectives. She consults with leaders in not-for-profit and business sectors as well as teaching process consultation and leadership communication in the Management and Organizational Behavior Master’s program at Benedictine University and the Public Administration and Community Services program at the University of Nebraska, Omaha. She also serves as an External Examiner in the Doctoral Program in the Complexity Management Centre, Hertfordshire University, London, U.K.Robert T. Golembiewski is Distinguished Research Professor, Emeritus at the University of Georgia, where he is part of the Public Administration program. Bob G is an internationally-active consultant in planned change, and he is the only pracademic who has won all of the major research prizes in management: the Irwin in business, Waldo Award in PA, the NASPAA Award in public policy, two McGregor awards for excellence in the application of the behavioral sciences, and the ODI Prize for global programs in planned change.

Examines the complex relationship between listening and training practices and service performance by deconstructing an earlier model of service management developed by the London Business School and Warwick Business School in the UK. This research hypothesizes that the nature of the practice‐performance relationship is far too complex to be represented by a total aggregated index of practice. Hence the composite practice index is decomposed into a listening and a training index. The concept of the “listening” organisation is employed as one facet, and training climate measured by employee training activities is a second facet. These two facets are related to service performance. Reports on empirical research, which investigated the link between listening, and training practices and service performance. The data obtained from a survey of 143 service organisations in the Republic of Ireland show a clear pattern. By taking listening practices, including information technology, as a holistic view of a constellation of information‐related practice type factors, demonstrates that there is a close relationship with service performance. Extensive training activities enhance this relationship.

To investigate the relationship between service practices, service performance, business performance and information technology (IT) sophistication.

A conceptual framework is developed, incorporating dimensions of services practice and service performance and structural equation modeling is used to test the model with data from 231 companies.

This paper extends the basic service practice‐service performance relationship by incorporating the interaction effects of IT sophistication in a contingency framework. Previous studies found mixed support for the direct effects of IT sophistication on service performance.

Using single informants leads to common methods bias.

Companies need to identify how IT contributes to service effectiveness from a customer perspective.

This study adds to the emerging literature of the relationship between services management and information technology.

This paper reports the results of an empirical study which explores the extent to which career structures have changed. The study examines the influence of technological change, fast‐changing environments, manufacturing and increasing globalisation of products and service markets on careers. The study focuses on these issues in a cross‐cultural context. The study found that in general, more sophisticated human resources activities were associated with career pathing in organizations.

In the light of the new millennium, discusses the shift in the power of paradigms, humorously illustrated with the examples of Christopher Columbus, Eratosthenes, Copernicus and Galileo. Tackles the problems involved in curriculum design, including the conflicting reductionist and constructivist epistemologies. Explores the concept of teaching myopia and the principles involved in pedagogy and andragogy. Highlights various approaches towards learning, covering traditional, action and Revans’ approaches. Outlines results, which suggest that graduates are not meeting the expectations of their employers in a variety of skills, including communication, teamwork and negotiation skills. Analyses what is perceived as a key attribute by Irish marketing practitioners and suggests radical changes in the methods used in the classroom.

The purpose of this paper is to address a gap in operations management empirical research through the use of diffusion of innovation (DOI) theory to develop further insight into patient flow and bed management, a problem that has been taxing healthcare organizations across the world.

The study used an action research (AR) approach and was conducted over an 18-month period within an acute hospital in the north east of England. Data were generated through enacting AR cycles, interviews, participant observation, document analysis, diaries, meetings, questionnaires and statistical analysis.

The research conducted within this study has not only led to practical outcomes for the hospital in terms of the successful adoption of a new patient flow system but has also led to new knowledge about the determinants of diffusion for technological and process innovations in healthcare organizations which are complex and highly political.

AR is not suited to all organizations and is most appropriate within those that are culturally attuned to participative and democratic ways of working. The results from this study are not generalizable but some similar organizations may see merits in this approach.

The AR approach has supported the hospital in adopting the new system, PFMS. This system is helping to improve the quality of patient care, providing facilities to support the work of clinicians, aiding timely discharge of well patients back into the community and saving the hospital money in terms of not needing to open emergency “winter” wards.

From an operations management perspective this work has demonstrated the potential to bring theory, in this case DOI theory, and practice closer together as well as show how academic research can impact organizations. Local-H intends to continue developing its AR approach and take it into other systems projects.

The purpose of this paper is to examine leadership styles and their impact on TQM focus within Indian firms.

The empirical data for this study were drawn from a survey of 111 firms in India to examine the validity and reliability of the independent constructs (leadership styles: transformational, servant, adaptive, rational and kinesthetic); and two dependent constructs (TQM focus: continuous improvement and innovation). The data were analyzed employing correlation and multiple regression analysis to identify the influence of leadership styles on TQM focus.

The results of the study revealed that six of the nine hypotheses have a significant and positive relationship with TQM focus; one hypothesis is partial while rest two hypotheses are not associated with TQM focus. It is also found that leadership styles are more inclined to continuous improvement and perceived as dominant TQM practices than innovation.

This study used only two major variables, continuous improvement and innovation, as the outcome of TQM focus, but the outcomes are not limited. TQM focus is also related to other variables such as customer focus, product quality, employee involvement, benchmarking, etc. Future research should be extended by using other variables as the outcome of TQM focus.

The results can be beneficial for the current organization’s leaders to achieve appropriate leadership styles for effective and TQM focus. Moreover, this paper also attempts to inspire researchers to include the TQM focus in studying the effect of the leaders on TQM focus while implementing it effectively in the organizations.