Unlocking the black box: line managers and HRM performance in a call centre context

Purpose – The purpose of this paper is to show the way to unlock the black box of HRM and performance linkages by exploring one of the key variables that mediates the link, namely whether line managers can stimulate improvements in firm performance by eliciting appropriate employee outcomes in a call centre context. Design/methodology/approach – The research draws on Purcell's "People-Performance Model" as a sensitising framework to inform an in-depth case study of a call centre. This provides a mechanism to unlock the HRM-Performance black box by focusing on the ability, motivation and opportunities for line managers to perform and any subsequent impact on employee outcomes. Data were collected over multiple site visits by means of multi-level interviews and a survey of telesales representatives (TSRs). Findings – Research findings indicate that one large client exerted significant control over the HRM policies developed within the call centre. Evidence suggests, however, that line managers'interventions ameliorated some of the negative aspects of work tasks and the HRM imposed by this dependency relationship. Research limitations/implications – This research is an exploratory attempt to better understand HRM-Performance linkages in one specific context. Results are not generalisable across contexts or even within call centres, which can vary extensively. Nonetheless, the research suggests that exploring line management behaviour is a promising avenue for more extensive research. Originality/value – This paper considers HRM-Performance linkages in a service context. Results indicate that both external relations and line managers are critical mediating variables conditioning HRM-Performance linkages, thereby lending support to the notion that hard and soft HRM practices are not necessarily irreconcilable

Optimisation of pressurized liquid extraction using a multivariate chemometric approach for the determination of anticancer drugs in sludge by ultra high performance liquid chromatography–tandem mass spectrometry

The present paper describes an analytical method for the determination of 2 widely administered anticancer drugs, ifosfamide and cyclophosphamide, contained in sewage sludge. The method relies on the extraction from the solid matrix by pressurized liquid extraction, sample purification by solid-phase extraction and analysis by ultra high performance liquid chromatography coupled with tandem mass spectrometry. The different parameters affecting the extraction efficiency were optimized using an experimental design. Solvent nature was the most decisive factor for the extraction but interactions between some parameters also appeared very influent. The method was applied to seven different types of sludge for validation. The performances of the analytical method displayed high variability between sludges with limits of detection spanning more than one order of magnitude and confirming the relevance of multi-sample validation. Matrix effect has been determined as the most limiting analytical step for quantification with different extent depending on analyte and sludge nature. For each analyte, the use of deuterated standard spiked at the very beginning ensured the complete compensation of losses regardless of the sample nature. The suitability of the method between freshly spiked and aged samples has also been verified. The optimized method was applied to different sludge samples to determine the environmental levels of anticancer drugs. The compounds were detected in some samples reaching 42.5 μg/kgDM in ifosfamide for the most contaminated sample

A study of the reaction of volunteer leaders to the basic leadership courses presented by the Worcester Girl Scout Council, Inc., 1949-1950

Thesis (M.S.)--Boston Universit

Inhibition of type I interferon induction and signalling by mosquito-borne flaviviruses

The Flavivirus genus (Flaviviridae family) contains a number of important human pathogens, including dengue and Zika viruses, which have the potential to cause severe disease. In order to efficiently establish a productive infection in mammalian cells, flaviviruses have developed key strategies to counteract host immune defences, including the type I interferon response. They employ different mechanisms to control interferon signal transduction and effector pathways, and key research generated over the past couple of decades has uncovered new insights into their abilities to actively decrease interferon antiviral activity. Given the lack of antivirals or prophylactic treatments for many flaviviral infections, it is important to fully understand how these viruses affect cellular processes to influence pathogenesis and disease outcome. This review will discuss the strategies mosquito-borne flaviviruses have evolved to antagonise type I interferon mediated immune responses

The Belfast Youth Development Study (BYDS): A prospective cohort study of the initiation, persistence and desistance of substance use from adolescence to adulthood in Northern Ireland

Background: Substance misuse persists as a major public health issue worldwide with significant costs for society. The development of interventions requires methodologically sound studies to explore substance misuse causes and consequences. This Cohort description paper outlines the design of the Belfast Youth Development (BYDS), one of the largest cohort studies of its kind in the UK. The study was established to address the need for a long-term prospective cohort study to investigate the initiation, persistence and desistance of substance use, alongside life course processes in adolescence and adulthood. The paper provides an overview of BYDS as a longitudinal data source for investigating substance misuse and outlines the study measures, sample retention and characteristics. We also outline how the BYDS data have been used to date and highlight areas ripe for future work by interested researchers. Methods: The study began in 2000/1 when participants (n = 3,834) were pupils in their first year of post-primary education (age 10/11 years, school year 8) from over 40 schools in Northern Ireland. Children were followed during the school years: Year 9 (in 2002; aged 12; n = 4,343), Year 10 (in 2003; aged 13; n = 4,522), Year 11 (in 2004; aged 14; n = 3,965) and Year 12 (in 2005; aged 15; n = 3,830) and on two more occasions: 2006/07 (aged 16/17; n = 2,335) and 2010/11 (aged 20/21; n = 2,087). Data were collected on substance use, family, schools, neighbourhoods, offending behaviour and mental health. The most novel aspect of the study was the collection of detailed social network data via friendship nominations allowing the investigation of the spread of substance use via friendship networks. In 2004 (school year 11; respondents aged 14), a sub-sample of participants’ parents (n = 1,097) and siblings (n = 211) also completed measures on substance use and family dynamics. Results: The most recent wave (in 2010/2011; respondents aged 20/21 years) indicated lifetime use of alcohol, tobacco and cannabis among the cohort was 94, 70 and 45 per cent, respectively. The paper charts the development of drug use behaviour and some of the key results to date are presented. We have also identified a number of key areas ripe for analysis by interested researchers including sexual health and education. Conclusions: We have established a cohort with detailed data from adolescence to young adulthood, supplemented with parent and sibling reports and peer network data. The dataset, allowing for investigation of trajectories of adolescent substance use, associated factors and subsequent long-term outcomes, constitutes an important resource for longitudinal substance misuse research. A planned further wave as the cohort enter their late twenties and potential to link to administrative data sources, will further enrich the datasets

Insights into Novel Infant Milk Formula Bioactives

Human milk provides optimal infant nutrition for early life development. However, there are situations in which human milk feeding is not the most viable option for infant nutrition. Some factors include maternal illness, lactation insufficiency, storage complications, and time constraints. As a result, modern infant formula has become a substitute or alternative when breastfeeding is not possible or is inadequate for infants. In the optimal design of formula, many factors are considered in creating a product that is safe and provides a nutritional profile either equivalent to human milk or in optimal alignment with infant needs. Human milk composition serves as a reference for infant formula formulation. The purpose of this literature review is to provide a synopsis of recent advances in infant formula research in the past 5 years (2014– 2018). Specifically, the breadth of bioactive components of human milk that are not yet available in infant formulas and dose optimization requirements in full-term infants are reviewed. The nutritional value of infant formulas has been improved by adding functional bioactive ingredients such as choline, strains of probiotics, and prebiotic oligosaccharides. There are considerable variations in the composition of available infant formulas between manufacturers and across different countries. Formulas still generally lack important contents such as antibodies and exosomes that are present in human milk. Some of the adverse health outcomes associated with formula feeding as compared with human milk feeding are attributed to the different composition of the foods. This literature review summarizes the most recent research aimed at advancing infant formula composition to narrow the difference in health outcomes between human milk and formula-fed infants

What It Means to “Win” in Small College Athletics: Strategic Contingency Theory and Alternative Success

The purpose of this study was to gain a deep understanding of how athletics success is defined and operationalized for small colleges in Division III athletics. Strategic Contingency Theory was utilized as a framework to examine and better understand how the small college athletics department operates “successfully.” The underlying premise of Strategic Contingency Theory is that an organization must adapt in order to survive. In-depth interviews were conducted with NCAA Division III Athletics Directors, campus administrators (e.g., President, Provost, Vice President for Enrollment Management), and Faculty Athletics Representatives to better understand how university and athletics administrators define athletics program success at small colleges. In all, 33 interviews were conducted across seven states at 11 different Division III institutions where student-athletes comprise 20% or more of the student body

Nationwide monitoring of geohazards in Great Britain with InSAR: feasibility mapping based on ERS-1/2 and ENVISAT imagery

We model terrain visibility and topographic distortions to the ERS-1/2 SAR and ENVISAT ASAR IS2 satellite acquisition modes in Great Britain using the 5m NEXTMap DTM. Predictions of Persistent Scatterers (PS) densities identifiable over the landmass are drawn using the CORINE Land Cover 2006 dataset which is calibrated based on 6 PS datasets available for various areas of the UK. InSAR feasibility to monitor ground motions is discussed through the example of the Manchester area, with particular regard to landslide deposits in the Peak District

Pama-Nyungan grandparent systems change with grandchildren, but not cross-cousin terms or social norms

Kinship is a fundamental and universal aspect of the structure of human society. The kinship category of ‘grandparents’ is socially salient, due to grandparents’ investment in the care of the grandchildren as well as to older generations’ control of wealth and cultural knowledge, but the evolutionary dynamics of grandparent terms has yet to be studied in a phylogenetically explicit context. Here, we present the first phylogenetic comparative study of grandparent terms by investigating 134 languages in Pama-Nyungan, an Australian family of hunter-gatherer languages. We infer that proto-Pama-Nyungan had, with high certainty, four separate terms for grandparents. This state then shifted into either a two-term system that distinguishes the genders of the grandparents or a three-term system that merges the ‘parallel’ grandparents, which could then transition into a different three-term system that merges the ‘cross’ grandparents. We find no support for the co-evolution of these systems with either community marriage organisation or post-marital residence. We find some evidence for the correlation of grandparent and grandchild terms, but no support for the correlation of grandparent and cross-cousin terms, suggesting that grandparents and grandchildren potentially form a single lexical category but that the entire kinship system does not necessarily change synchronously