bluuebunny/crossref_metadata_2025_split huggingface dataset:
Service workers and “difficult customers”: quality challenges at the front line
Authors: Gal Iddo , Yagil Dana , Luria Gil 
Published: June 2021

PurposeThe purpose of this paper is to contribute to the literature on service quality and value co-creation and co-destruction by unpacking the phenomenon described as “difficult customers”, which has many associated costs for service organizations. The paper examines how frontline service employees make sense of and react to client behaviors that disrupt service processes.Design/methodology/approachThis is a qualitative study with 128 frontline workers, who were interviewed about their perceptions, explanations and reactions to problem-related customers, using a sensemaking perspective.FindingsContent analysis revealed 17 themes related to workers' perceptions, explanations and reactions to problem-related customers. Workers classify behaviors of problem-related customers in terms exceeding the single notion of intentionality that dominates the literature, instead referring to the degree of both controllability and malevolence of customers. Service workers choose a wide range of behavioral reactions that have not been studied before.Research limitations/implicationsA convenience sample, although large, limits generalizability. Suggestions for future quantitative research are proposed.Practical implicationsBased on the findings, the authors suggest specific directions related to managerial policy and organizational practices related to training and employee empowerment and service recovery routines.Originality/valueThe study introduces a new theoretical notion of “problem-related customers”, set within a value co-creation context. It presents findings that enable deeper understanding of the emotional and behavioral reactions of frontline workers to service disruptions and offers multiple scholarly contributions, new research directions and managerial insights that can help to improve service recovery and service quality
Recasting urban imaginaries: politicized temporalities and the touristification of a notorious Mexico City barrio
Authors: Dürr Eveline , Acosta Raúl , Vodopivec Barbara 
Published: June 2021

Purpose
The purpose of this paper is to point to the significance of temporally charged imaginaries of neglected places and their residents in the context of slum tourism research. It examines the way in which tour guides draw on specific temporalities to recast the poverty and stigma of the Mexico City barrio of Tepito and thus design narratives to alter long-held imaginaries of this neighbourhood.

Design/methodology/approach
Two tours are analysed through an anthropological lens using ethnographic methods. Authors took part in the tours, registering the guides’ discourse and interventions, as well as the places and situations observed. The insights of this paper stem from the empirical evidence and reveal how diverse imaginaries are enacted through tour guiding.

Findings
Without necessarily following a single, coherent narrative, tour guides link different moments in time to simultaneously generate and contest slum tour imaginaries. The guides in this case study not only challenge existing stereotypes, but also critically engage political neglect while showcasing Tepito’s potentiality. Even so, the analysed tours seek to recast the barrio as integral to Mexico City’s history and future.

Originality/value
Until now, the importance of temporalities in the generation of imaginaries in slum tourism research has gained only little attention. The case study presented here show how alternative forms of tourism are offering unconventional readings of urban neighbourhoods. These processes, the authors argue, help not only re-imagine disadvantaged districts, such as Tepito, but also to re-think the city as a whole in terms of its past, present and future.
Corporate sustainability performance in the emerging market of Turkey: the role of accounting information quality and firm risk
Authors: Kalash Ismail 
Published: June 2021

PurposeThe purpose of this study is to investigate the effect of accounting information quality (AIQ) and firm risk on the corporate sustainability performance (CSP) of Turkish listed firms.Design/methodology/approachThis study used data of 70 firms listed on Istanbul Stock Exchange during the period 2014–2019. Binary and ordinal logistic regression models are used to examine the factors affecting CSP as proxied by the membership to BIST Sustainability Index.FindingsThe results of this research indicate that AIQ is negatively related to CSP in firms with severe agency problem. The results also show a significant negative relationship between accounting earnings volatility and CSP. However, the effect of stock return volatility on CSP is not significant. Furthermore, the findings reveal that the possibility of being a member of Turkish sustainability index is higher for larger firms, firms that are included in BIST Corporate Governance Index and firms with high leverage, more research and development (R&D) intensity and high brand value.Practical implicationsThe results of this study provide implications for policymakers, investors and firms about the role of firm characteristics in determining CSP.Originality/valueTo the author's knowledge, this study is the first to explore the effect of AIQ and firm risk on CSP in the Turkish context.
Lessons learned: what the COVID-19 global pandemic has taught us about teaching, technology, and students with autism spectrum disorder
Authors: Roitsch Jane , Moore Robert L. , Horn Annemarie L. 
Published: June 2021

Purpose
The purpose of this paper is to examine the impact of the abrupt transition from attending school face-to-face to participating in online learning in response to the COVID-19 pandemic as reported by a parent of a student with autism spectrum disorder (ASD).

Design/methodology/approach
A phone interview was conducted with the parent of a child with ASD. The semi-structured interview focused on how the child’s family was impacted when classes shifted to virtual from face-to-face learning in response to the COVID-19 pandemic.

Findings
A total of four themes emerged from the interview. Three of these included adjustments to changes in routines and roles, instruction, and social interactions. A final theme involved the benefits and challenges that emerged following the transition to online learning for students with ASD. While we are in an unprecedented time with the COVID-19 global pandemic presenting understandable challenges, opportunities for and examples of effective virtual learning environments for students with ASD were reported in the parent interview and supported by the literature.

Practical implications
This research provides insight regarding the impact of COVID-19 and highlights elements that should be considered involving technology for students with ASD. Increased awareness regarding the benefits and contraindications of technology while teaching students with ASD can minimize the adverse effects and enhance the positive impact of technology in students with ASD.

Originality/value
This paper shares the experiences of one parent of a child with ASD and their experiences with technology and learning during COVID-19.
Consumer perception vs sensory assessment of the quality of clothes of selected brands available on the Polish market
Authors: Salerno-Kochan Renata , Turek Paweł 
Published: June 2021

PurposeThe aim of the study reported in this article was to establish whether the quality of clothes of a given brand is perceived and assessed by consumers at the same level. An additional purpose was to identify the features that characterize the quality of popular, among Polish young female consumers, clothing brands and to classify them according to their quality level (perceived and assessed).Design/methodology/approachThe article presents two approaches to consumer assessment of the quality of clothes: the survey method, in which the product quality was determined by 320 Polish female young respondents (19–25) based on their own previous experiences and impressions related to a particular clothing brand, and a direct assessment of shirts of selected brands using a sensory quality assessment method, a five-point hedonic scale with the verbal anchor (115 evaluators).FindingsThe research has revealed a significant difference between the perception of selected quality features of brands and the consumer assessment of the products. The perception maps developed based on the PROFIT analysis (PROperty FITting) as well as on cluster analysis provided interesting information about the situation of selected brands and their features in comparison with others and allowed to identify strong and weak features characterizing a given category.Research limitations/implicationsThis study has several limitations. First and foremost, the research results cannot be generalized to all consumers because they encompass the results from one national context and one population of respondents (young females). It should also be noted that the conducted research comprises only the most popular clothing brands available on the Polish market, in particular, the fast fashion segment brands. Furthermore, it would be advisable to carry out a sensory assessment of the quality of other clothing items offered under the brand names investigated.Practical implicationsThis research could be a valuable source of information for clothing company managers, thanks to which they could better manage their brand and its position on the market. When undertaking marketing activities consisting of building positive perceptions about the product, it is important to make sure that the product offers an attractive sensory experience. When real quality deviates from consumer perceptions about the quality, managers should take corrective actions to restore and even improve the brand image in the eyes of the consumer, as well as to ensure the brand and the products offered under it a stable position on the market.Originality/valueBy comparing two approaches to consumer quality assessment, discrepancies between declared and real (sensory) quality of clothes have been identified and the distinctive features that differentiate selected brands regarding their quality level have been indicated.
Humanitarian logistics and supply chain standards. Literature review and view from practice
Authors: Paciarotti Claudia , Piotrowicz Wojciech D. , Fenton George 
Published: June 2021

PurposeThe paper is focused on standards in humanitarian logistics and supply chain. Standards, implemented between organisations, allow improving the interoperability of humanitarian operations. The paper aims (1) to review a state-of-the-art approach to the topic by the academic community, (2) to evaluate the current use of standards among humanitarian organisations and (3) to investigate the perceived need for further and specific standards.Design/methodology/approachTo achieve the aims, the literature was reviewed; then a survey on 227 professionals from the humanitarian logistics sector was conducted.FindingsBased on 227 responses, it is possible to conclude that most surveyed professionals recognise the need for and the importance of standardisation in humanitarian logistics, especially in areas such as procurement, distribution, medical logistics and logistics planning, which were perceived as critical areas that require standardisation.Research limitations/implicationsPractitioners and scholars were targeted via social media, through mailing lists and via communication from the practitioner organisation – the Humanitarian Logistics Association (HLA). While it provided good access to different groups of respondents, the response rate is not possible to calculate.Practical implicationsThe findings confirm the high importance of standardisation, indicating areas and functions that should be standardised first. Standardisation may improve cooperation between different humanitarian actors, allowing better service provision for beneficiaries. Thus there are also potential negative impacts, i.e. impact on localisation, which should be overcome.Social implicationsResults do not have a direct social impact; however, they stimulate research and work among practitioners on standardisation, which in turn could improve cooperation between humanitarian actors, thereby enabling a better humanitarian response in emergencies.Originality/valueThe majority of papers on standardisation use a qualitative approach. This paper applies a survey among a large network of humanitarian practitioners, capturing their view on the topic and perception of the need for standardisation. The work is descriptive; however, it could be used as a base for further studies related to humanitarian standards.
Innovation and small and medium enterprises’ performance in Cameroon
Authors: Ndzana Martin , Cyrille Onomo , Mvogo Gregory , Bedzeme Thierry 
Published: June 2021

PurposeThis article attempts to explain performance through the development of innovations within small and medium enterprises (SMEs). Specifically, the authors analyse the determinants of innovation and assess the role of technological and non-technological innovations in performance.Design/methodology/approachBased on a sample of 508 Cameroonian SMEs, the PSM (propensity score matching) technique was used to reduce the selection bias inherent in this type of analysis.FindingsThe results show that technological innovation does not influence significantly the performance of SMEs, whereas non-technological innovation positively influences it. The combination of these two types of innovation leads to better performance than even accentuated development of only one type.Practical implicationsTo improve the performance of SMEs, it is necessary to adopt a comprehensive innovation policy that combines non-technological and technological innovations. In addition, it is important to intensify informations and communication technologies (ICT) promotion policies that contribute to the adoption of innovations within enterprises.Originality/valueThis paper contributes to the literature by showing the role of technological and non-technological innovations in explaining the performance of SMEs. Moreover, unlike the existing work in sub-Saharan Africa, which is limited to testing the innovation–performance relationship, this study also determines the productivity gain generated by innovative firms compared to non-innovative ones.
COVID-19 and necessity-based online entrepreneurship education at US community colleges
Authors: Liguori Eric W. , Winkler Christoph , Zane Lee J. , Muldoon Jeff , Winkel Doan 
Published: June 2021

PurposeThis paper explores community college entrepreneurship education's near-instantaneous transition to online course delivery following the 2020 COVID-19 pandemic.Design/methodology/approachPrimary data were obtained from 92 community college entrepreneurship faculty via online survey in late March of 2020, right at the time faculty were required to transition their courses to an online mode of delivery due to the COVID-19 pandemic. Data were collected in partnership with the National Association for Community College Entrepreneurship and the Entrepreneurship Education Project.FindingsWhile the majority of community college entrepreneurship educators have taught online previously, many were not familiar with exemplar education technology tools and applications, demonstrating an opportunity for continued professional development. To deliver courses online, educators primarily relied on pre-recorded lectures and using Zoom as the technology platform of choice. Last, there were significant faculty concerns about their ability to effectively create an “experiential” classroom virtually for students to learn and practice entrepreneurship.Originality/valueThis is the first paper investigating how community college entrepreneurship educators responded to one of the most disruptive events to ever impact entrepreneurship education (viz. the COVID-19 pandemic). More broadly, this is also one of very few studies exploring both (1) community college entrepreneurship education and (2) how unexpected crises (e.g. natural disasters, pandemics) impact educational environments.
An adaptive thermal comfort model for naturally ventilated classrooms of technical institutions in Madurai
Authors: S. Subhashini , Kesavaperumal Thirumaran , Noguchi Masa 
Published: June 2021

Purpose
Occupants dwelling in hot climatic regions of India for a longer term are tolerable to high temperature levels than predicted by American Society of Heating, Refrigerating and Air-Conditioning Engineers (ASHRAE) standards. The purpose of this study is to evaluate the thermal sensations (TS) and neutral temperature of the occupants in naturally ventilated (NV) and air-conditioned (AC) classrooms of two technical institutions located in the same premises in the suburbs of Madurai. The main focus of this study is to understand the occupants’ behaviour in response to the thermal conditions of the educational buildings particularly in the warm and humid climatic zone of Madurai.

Design/methodology/approach
This research collected data through field studies. The data included 383 survey questionnaires from NV classrooms and 285 from AC classrooms, as well as on-site measurements of interior and exterior weather conditions. The TS results show that the students preferred well-designed NV classrooms than AC classrooms. A new adaptive comfort equation derived from this study can be applied to NV classrooms in warm and humid climates where mean outdoor temperature exceeds 40°C.

Findings
The neutral temperature derived for NV classrooms in Madurai ranged from 29°C to 34°C. Thus, the occupants in the NV classrooms of the higher learning educational institutions in the warm and humid climatic region of Madurai can adapt well to higher indoor temperature levels than predicted by ASHRAE comfort levels with minimum adjustments.

Research limitations/implications
The study was limited to only occupants in two premier higher learning technical educational institutions located in Madurai region within 5–10 km within the city limits to understand the implications of microclimate with respect to the urban context. Thus, further research is required to examine the tendency under local conditions in other regions beyond those applied to this study.

Social implications
The findings of this study showed that occupants in higher learning educational intuitions in Madurai prefer NV classrooms than AC classrooms. Therefore, with rising demands of energy use for mechanical ventilation and the associated high cost for running AC buildings, architects should prioritize the design of energy efficient buildings through the optimal use of passive design strategies for ventilation and thermal comfort. This study gives a base data for architects to understand the adaptive limitations of occupants and design NV buildings that can promote natural ventilation and provide better thermal environments that can help increase the productivity of students.

Originality/value
This paper was an attempt to develop the adaptive comfort model for NV classrooms in Madurai regions. There has been no attempt to identify the adaptive comfort levels of occupants in higher learning technical educational institutions located in warm and humid climatic region of India.
Social sustainability of cultural heritage: Erzurum great mosque (Atabey mosque)
Authors: İsmailoglu Semiha , Sipahi Serkan 
Published: June 2021

PurposeValuable historical monuments have important potential in the context of cultural tourism in cities. In addition, for the protection of these structures, in terms of ensuring social and cultural sustainability, it is also important to transfer these values to future generations.Design/methodology/approachThe social and cultural sustainability of Erzurum Great Mosque is investigated by viewing the social and cultural sustainability of the mosque through the factors created by Chan and Lee and the criteria created by Stubbs.FindingsAs a result, the social and cultural sustainability of Erzurum Great Mosque is revealed, allowing us to propose what should be done to transfer the values of this structure, which has historical and cultural significance, and the culture it represents to future generations.Originality/valueThis study contributes to the literature as to evaluate a historical building, in terms of social–cultural sustainability.
Perceived HRM practices and organizational citizenship behaviours: a case study of a Chinese high-tech organization
Authors: Huang Jie , He Liguo 
Published: June 2021

PurposeThe purpose of this case study is to test a moderated mediation model linking employees' perceived HRM practices to organizational citizenship behaviours (OCB) with perceived insider status as the mediator and emotional exhaustion as the moderator in a Chinese high-tech organization.Design/methodology/approachA sample of 417 Chinese employees were recruited from a large Chinese high-tech company to participate in a paper-and-pencil survey, and mediation and moderation were analysed using PROCESS macro for SPSS.FindingsPerceived insider status partially mediates the relationship between perceived HRM practices and OCB, and emotional exhaustion moderates the relationship between perceived insider status and OCB such that the strength of the relationship is stronger in employees with low emotional exhaustion levels than in employees with high emotional exhaustion levels.Practical implicationsThere is a need for organizations to promote the physical and psychological well-being of its employees in order to maximize the effectiveness of HRM practices.Originality/valueThis case study provides novel insights into how employees' perceived HRM practices elicit OCB and its boundary conditions in collectivistic cultures.
Thermal property analysis of tri layer composite fabric towards the utility of sleeping bag
Authors: Kumar B. Senthil , T. Murugan 
Published: June 2021

PurposeThis paper aims to investigate on composite fabrics to develop the improved sleeping bag using trilayered textile structures. A thermal comfort analysis of fabrics is essential to design an enhanced type of sleeping bag.Design/methodology/approachIn this study, optimizing thermal and permeability properties of different combinations of trilayer composite fabrics was done. The inner layer was 100% wool-knitted single jersey fabric. The middle layer was polyester needle punched non-woven fabric. The outermost layer was nylon-based Core-Tex branded waterproof breathable fabric. Five variations in wool-knitted samples were developed by changing the loop length and yarn count to optimize the best possible combination. Two different polyester non-woven fabrics have been produced with the changes in bulk density. Twelve trilayer composite fabric samples have been produced, and thermal comfort properties such as thermal conductivity, thermal absorptivity, thermal resistance, air permeability and relative water vapour permeability have been analysed.FindingsAmong the 12 samples, one optimized sample has been found with the specification of 100% wool with 25 Tex yarn linear density having 4.432-mm loop length inner-layered fabric, 96 g/m2polyester nonwoven fabric as the middle layer, and 220 g/m2Nylon-Core tex branded outermost layer. All the functional properties of the composite fabric are significantly different with the knitted wool fabrics and polyester nonwoven fabrics, which have been confirmed by analysis of variance study.Originality/valueThis research work supports for producing sleeping bag with enhanced comfort level.