title: Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies

authors: Friend, Lorraine A.

subjects: consumers

abstract: Purpose – The purpose of this paper is to examine “nasty” retail shopping experiences. The paper aims to consider implications of distrust related to theft control measures in retail customer service. 
Design/methodology/approach – Storytelling as a “memory-work” method draws on phenomenology, hermeneutics, and the narrative. Researchers and participants worked together as co-researchers to analyze and interpret “lived” experiences contained in their written personal stories. The authors extend this understanding in the context of existing literature. 
Findings – Distrust pervaded the stories, which focused on shoplifting accusations (real and imagined). As a violation of implicit trust, distrust provoked intense moral emotions, damaged identities, and fuelled retaliation. Findings illustrate a pervasive downward “spiral of distrust” in the retail context. 
Practical implications – Results suggest that retailers use store personnel rather than technological surveillance to control theft. Interacting with customers and displaying cooperation builds respect, trust, and relationships and may deter theft. Retailers should add signs of trust and remove signs of distrust from retail environments. They cannot rely on service recovery to appease customers disgruntled by distrust. 
Social implications – When retailers act as if they care, customers reciprocate, creating upward trust spirals and stronger communities. 
Originality/value – A dark side to retail loss-prevention tactics is demonstrated in the paper. Surveillance signals distrust, which repels customers and resists service recovery. Concepts of spirals of distrust and trust to the services marketing literature are introduced. The spirals illustrate how distrust destroys and trust builds relationships and communities. Furthermore, ideas are offered about ways to start upward trust spirals.

text: Spirals of distrust vs spirals of trust in retail customer service: consumers as victims or allies Purpose – The purpose of this paper is to examine “nasty” retail shopping experiences. The paper aims to consider implications of distrust related to theft control measures in retail customer service. 
Design/methodology/approach – Storytelling as a “memory-work” method draws on phenomenology, hermeneutics, and the narrative. Researchers and participants worked together as co-researchers to analyze and interpret “lived” experiences contained in their written personal stories. The authors extend this understanding in the context of existing literature. 
Findings – Distrust pervaded the stories, which focused on shoplifting accusations (real and imagined). As a violation of implicit trust, distrust provoked intense moral emotions, damaged identities, and fuelled retaliation. Findings illustrate a pervasive downward “spiral of distrust” in the retail context. 
Practical implications – Results suggest that retailers use store personnel rather than technological surveillance to control theft. Interacting with customers and displaying cooperation builds respect, trust, and relationships and may deter theft. Retailers should add signs of trust and remove signs of distrust from retail environments. They cannot rely on service recovery to appease customers disgruntled by distrust. 
Social implications – When retailers act as if they care, customers reciprocate, creating upward trust spirals and stronger communities. 
Originality/value – A dark side to retail loss-prevention tactics is demonstrated in the paper. Surveillance signals distrust, which repels customers and resists service recovery. Concepts of spirals of distrust and trust to the services marketing literature are introduced. The spirals illustrate how distrust destroys and trust builds relationships and communities. Furthermore, ideas are offered about ways to start upward trust spirals.

year: 2010

title: The future of surrogacy in New Zealand – Beyond the adoption model

authors: van Zyl, Liezl

abstract: Surrogacy in New Zealand is treated as a form of adoption. ACART (2014) proposes that the Health Minister consider compensating women who act as surrogate mothers. We think this is a step in the right direction, but until the adoption model is abandoned surrogacy will not be a safe practice for New Zealanders. ACART’s consultation document does not address the issue of legal parenthood, but it is one that is intimately linked to the issue of compensation to surrogates because the Adoption Act (Section 25) prohibits payments in consideration of adoption. If, as we will argue below, surrogates deserve to be compensated for their labour, it is imperative that we acknowledge that the adoption framework is inappropriate in surrogacy.

text: The future of surrogacy in New Zealand – Beyond the adoption model Surrogacy in New Zealand is treated as a form of adoption. ACART (2014) proposes that the Health Minister consider compensating women who act as surrogate mothers. We think this is a step in the right direction, but until the adoption model is abandoned surrogacy will not be a safe practice for New Zealanders. ACART’s consultation document does not address the issue of legal parenthood, but it is one that is intimately linked to the issue of compensation to surrogates because the Adoption Act (Section 25) prohibits payments in consideration of adoption. If, as we will argue below, surrogates deserve to be compensated for their labour, it is imperative that we acknowledge that the adoption framework is inappropriate in surrogacy.

year: 2015

title: Governance and legitimacy: Indigenous development in Aotearoa

authors: Dodd, Materoa

subjects: Māori governance

abstract: Within the indigenous paradigm lies a paradox over what constitutes legitimate Māori authority: Iwi structures are legitimated and recognised by the state, and traditional forms (for example, Hapū and Māori women), have had their authority diminished. Iwi authorities are colonial constructs that diminish the rights of Hapū and Māori women. The manner in which such constructs have come about generally has not involved tribewide debate over important issues in which Hapū and Māori women have an interest. For their legitimacy, emergent self-governing structures will need to be grounded in principles that ensure legitimate representation of Māori people and not socially constructed hybrids of a colonial past. Structures need to recognise Hapū and Māori women in the formulation, anything less than this will trigger a legitimation crisis.

text: Governance and legitimacy: Indigenous development in Aotearoa Within the indigenous paradigm lies a paradox over what constitutes legitimate Māori authority: Iwi structures are legitimated and recognised by the state, and traditional forms (for example, Hapū and Māori women), have had their authority diminished. Iwi authorities are colonial constructs that diminish the rights of Hapū and Māori women. The manner in which such constructs have come about generally has not involved tribewide debate over important issues in which Hapū and Māori women have an interest. For their legitimacy, emergent self-governing structures will need to be grounded in principles that ensure legitimate representation of Māori people and not socially constructed hybrids of a colonial past. Structures need to recognise Hapū and Māori women in the formulation, anything less than this will trigger a legitimation crisis.

year: 2000-10