Self-service technology in supermarkets – do frontline staff still matter?

This paper uses the concept of psychological distance under construal level theory to explore the differences in the customers’ evaluations of overall store quality, satisfaction and loyalty, based on their experiences with the traditional staff-checkout method and the relatively new self-checkout machines. Two empirical studies, a field survey with retail shoppers in UK (N1 = 313) and an online survey with members of a consumer panel in Australia (N2 = 474), show that the perceived quality of staff checkout has a stronger positive impact on the overall store quality, satisfaction and loyalty, than the quality of self-checkout. Similarly, satisfaction with staff-checkout has a stronger positive effect on store satisfaction and loyalty, than the satisfaction with self-checkout. Finally, loyalty to staff-checkout also has a stronger positive influence on store loyalty, than the loyalty towards self-checkout. These results show that despite growing use of self-service technology, frontline staff continue to be important for overall store evaluations

Border-busting microenterprises: handshakes and eye contact, not headshakes and binding contracts, the keys to stellar growth

Trust-based relationships impact foreign market success of NZ Micro-enterprises. Firms capable of building trust-based relationships as a springboard to foreign market entry and growth perform better than those reliant upon the protective mechanisms of a transactional cost approach. The implications of such findings are discussed

Customer engagement and relationships in multi-actor service ecosystems

With the growing realization that most service ecosystems consist of interactions among multiple participants, including customers, employees, and others, there are increasing calls for research on the interdependent nature of customer engagements and relationships in multi-actor service ecosystems. This special issue addresses these calls with 22 articles (including three invited articles), classified along five distinct groups, including a) Co-creation, collaboration and socialization among actors, b) Actors’ (dis)engagement, c) role of the ‘other’ actors, d) dark side of multi-actor service ecosystems, and e) emerging trends – digital technologies and others. This editorial begins by reviewing the multi-actor service ecosystems literature to identify some important research gaps. Next, it briefly describes the 22 articles included in this special issue arranged along the above five themes and their major findings. Finally, the guest editors discuss the implications of these findings and some useful directions for future research in this area of growing importance

Prevalence and predictors of obstructive sleep apnea in young children with Down syndrome

BackgroundChildren with Down syndrome (DS) are vulnerable to obstructive sleep apnoea (OSA) because of their unique craniofacial anatomy and hypotonia. Understanding the predictors of OSA in DS may enable targeted screening.MethodsChildren with DS (n = 202) aged from six months to below six years (110 boys) were recruited from three UK children's hospitals. The clinical assessment included height, weight and tonsillar size. The parents either set up cardiorespiratory polygraphy at home or chose laboratory studies. Studies with less than four hours of interpretable data were repeated where possible. American Academy of Sleep Medicine (AASM) 2012 scoring criteria were used to derive an obstructive apnoea/hypopnoea index (OAHI). Predictors of moderate to severe OSA were examined.ResultsIn total, 188/202 (93%) participants were successfully studied. Of these, 169 studies were completed at home and 19 in a sleep laboratory. Moderate to severe OSA, defined by an OAHI of &gt;5/h, was found in 14% and mild to moderate OSA (1/h≥OAHI &lt;5/h) was found in 59% of the children. Male gender and habitual snoring predicted OSA but did not have independent predictive power in the presence of the other factors. Age in months, body mass index (BMI) centile and tonsillar size did not predict OSA.ConclusionsModerate to severe OSA is common in very young children with DS. Examination of tonsillar size did not predict OSA severity. Population-based screening for OSA is recommended in these children, and domiciliary cardiorespiratory polygraphy is an acceptable screening approach. Further research is required to understand the natural history, associated morbidity, optimal screening methodology and treatment modality for OSA in these children.</p

'Happy-Performing Managers’ thesis: Testing the Mediating Role of Job-related Affective Outcomes on the Impact of Role-Stressors on Contextual Performance

Purpose –This study extends the ‘Happy-Performing Managers’ thesis to show that managers’ job-related affective wellbeing and affective job satisfaction mediate the impact of their role stressors (ambiguity, conflict, and overload) on their contextual job performance. Design/methodology/approach – Results from an online survey of 305 managers from the private, public and third sectors in Western Australian support most of the hypotheses. The psychometric properties of all the scales were analysed using Confirmatory Factor Analysis and the conceptual model was tested using Structural Equation Modelling. Findings – Role stressors have a direct negative effect on the managers’ affective wellbeing and affective job satisfaction, which in turn mediate the negative effects of the three role stressors on the managers’ contextual performance. Research limitations/implications – Conceptual and managerial contributions along with methodological limitations and future research directions are discussed. Originality/value – Contemporary managers face a wide-range of intrinsic and extrinsic role and environmental stressors. This research suggests that organisations may need to redesign manager roles to reduce their role stressors (ambiguity, conflict and overload) in order to optimize their contextual performance

Are We Training Our Detectives? A Survey of Large Law Enforcement Agencies Regarding Investigation Training and Training Needs

In this study, a mail survey was conducted of 146 of the largest local, sheriff, and state law enforcement agencies in the United States to assess the extent and type of investigation training they receive, and to identify needs. Twenty-nine agencies (20%) responded regarding extent and training for investigators that provided references for agency training programs. Many agencies reported similar courses, delivery systems, and needs. This indicated similar central investigation tasks across agency types, and suggested standardized training courses and delivery systems would likely fit their training needs. Two promising developments concerning online training were noted