Dischord and Dissonance in the Leisure Studies Polyphony: A Response to Fox and Klaiber

This study examines females' participation in the male-dominated sport of motorcycling. Group interviews with female motorcyclists explore the meaning of this leisure activity in their lives and various factors that facilitate their participation. A grounded-theory approach reveals five sources of empowerment that women gain by participating in motorcycling. This study demonstrates the role facilitators play in creating and cultivating sources of empowerment. It also exposes how feelings of guilt, vulnerability, and concern about societal images can undermine women's feelings of empowerment. “Girl power” represents women's attempts to redefine femininity in a way that embraces the positive aspects of both femininity and masculinity and resists negative stereotypes that restrict women's choices of leisure pursuits.     

Host–guest authentication of intangible cultural heritage: a literature review and conceptual model

ABSTRACT

Cultural tourism and intangible cultural heritage (ICH) play a key role in tourism worldwide, and are especially important for communities in developing countries, due to the demand for authentic experiences. This article provides a review of existing literature on the authenticity and authentication of ICH. The review reveals scholarly inquiry has evolved from external-expert ‘cool’ authentication to direct host–guest on-site or ‘hot’ authentication whereby tourists participate in the process of determining authenticity. Further, existing models for authentication of ICH have focused only on either a guest’s or host’s perspectives with little attention to the inevitable mutual interaction of the host and guest in the authentication of ICH. Mutual authentication can enhance the tourist experience and improve community empowerment. This paper develops a conceptual model of the mutual (host–guest) authentication of ICH, incorporating both hosts’ and tourists’ perspectives. The model has application in ICH based tourism and emphasizes power relationships between the host and guest, and community empowerment across political, social, psychological and economic domains. Future research is needed to test and validate this conceptual model.     

Why firms adopt empowerment practices and how such practices affect firm performance? A transaction cost-exchange perspective

Complementing the current management literature's focus on the value-creation side of empowerment practices, this paper offers a transaction cost-exchange perspective to explain why firms adopt empowerment practices and how such practices affect firm performance. Specifically, we theorize how performance ambiguity and human asset specificity, two major characteristics of employee-employer exchange, shape firms' decisions to adopt empowerment practices, both independently and interactively. Our model also develops a contingency perspective of how empowerment practices affect firm performance by delineating the moderating role of empowerment practices in the relationship between employee-employer exchange characteristics and firm performance.     

Impact of ethical leadership on creativity: the role of psychological empowerment

This study examines the relationship between ethical leadership and employee creativity with mediating role of psychological empowerment. Data were collected from 183 supervisor–subordinate dyads in different hotels across Pakistan. Confirmatory factor analysis confirmed the distinctiveness of variables used in our study. The results also confirmed that ethical leadership promotes creativity at workplace, while psychological empowerment mediates the effect of ethical leadership on creativity. The cognitive evaluation theory was used to support findings. Implications are also discussed.     

Examining a positive psychological role for performance measures

Emerging evidence suggests that performance measurement systems may generate positive psychological effects, leading to higher levels of managerial performance. We extend this literature by examining the extent to which diagnostic vis-à-vis interactive utilisation of performance measures may be associated with decreasing role ambiguity and increasing psychological empowerment with positive consequences for performance. We find that the interactive utilisation of non-financial performance measures can be particularly important for generating a positive psychological experience and (indirectly) increasing performance. Our study contributes further evidence of the psychologically beneficial role played by management control systems.     

The antecedents of employee commitment to customer service: evidence from a UK

This paper provides a first attempt at conceptualizing and operationalizing the notion of commitment to customer service (CCS) as part of a broader concern to explore the determinants of key aspects of service quality and of individual-level performance in service organizations. Based on an explicitly behavioral definition of commitment to customer service, we first set out a model of the antecedents of CCS. We then test it using data from a representative sample of 717 employees of a major food-retailing organization in the UK. The results suggest that commitment to customer service is primarily a non-calculative phenomenon driven above all by affective. normative altruistic concerns, rather than by overtly instrumental considerations. Additional significant determinants of CCS were job pressure, job routinization. job competence and employees' understanding of customer service requirements. Research and policy implications of the study are discussed.     

'On the side of the Angels': community involvement in the governance of neighbourhood renewal

Community involvement in regeneration is far from easy, and is difficult to define. The New Deal for Communities programme has directly involved residents in the governance of neighbourhood renewal with some success. However, community capacity has proved to be limited, adequate representation is difficult to achieve and there has been friction with local government. Community empowerment has to be enabled and supported by getting the structures and processes right, and supporting community representatives.     

消费者增权理论与我国消费者权益保护法的完善

消费者增权理论是近年来西方社会科学领域关注的热点问题之一,在消费者增权理论中,信息供给型增权和制度供给型增权是两种主要模式。我国现阶段的消费模式和消费者权益保护实践表明,制度供给型消费者增权可以更好地保护消费者利益。所以,从消费者增权理论出发,完善消费者权益保护法律体系,是增进消费者利益保护和实现消费和谐的重要举措。     

Technology Advancements for Service Marketing and Quality Improvement

Abstract

Many organizations are investing their resources to stake their claim that Web and automatic data capture (ADC) systems as an extension of their current business operations in order to improve existing quality assurance programs. Specific technology advancements and continuous quality improvement initiatives of four service industry departments in Pittsburgh, PA, USA were inspected and documented for this paper. The four companies and their associated departments analyzed were Mellon Global Securities' Services Advisor Services Group, Eckert, Seamans, Cherin, & Mellott, LLC's Records Management Department, Mellon Financial Corporation's Global Cash Management Check Collections and Disbursements Department, and Circuit City and their electronic service departments.