The role of general and specific stressors in the health and well-being of call centre operators

The call centre industry has developed a reputation for generating a highly stressful work environment with high absenteeism and turnover rates. Research has identified role ambiguity, role conflict, role overload, and work-family conflict as common stressors in other settings. Call centre research has additionally identified performance monitoring, job design and job opportunities as call centre specific stressors.OBJECTIVE AND METHODS: This study investigated the impact of the identified stressors on burnout, somatic symptomology, and turnover intent among 126 call centre representatives (CCRs) from 11 call centres in metropolitan Melbourne, Australia.

Understanding executive presence : Perspectives of business professionals

Executive presence is an unclear concept but one that reportedly has a substantial influence on successful leadership. The purpose of this study was to understand the meaning of executive presence from the perspectives of business professionals with expertise in the effectiveness of organizational executives. From interviews with 34 professionals, 5 main findings emerged: (a) executive presence is based on audience perceptions of the characteristics of particular people, (b) 10 core characteristics affect executive presence (status and reputation, physical appearance, projected confidence, communication ability, engagement skills, interpersonal integrity, values-in-action, intellect and expertise, outcome delivery ability, and coercive power use), (c) perceptions are based on impressions made during initial contacts (first 5 characteristics) and on evaluations made over time (second 5 characteristics), (d) the characteristics combine in different ways to form 4 presence archetypes (positive presence, unexpected presence, unsustainable presence, and dark presence), and (e) the majority of the executives described as having presence were men. Based on the interview material, we suggest that a person with executive presence is someone who, by virtue of how he or she is perceived by audience members at any given point in time, exerts influence beyond that conferred through formal authority. The findings serve to highlight the complexity of executive presence, particularly in terms of the breadth of characteristics that underpin this construct and the influence of time on people's perceptions.

Making intellectual room for persona studies: a new consciousness and a shifted perspective

It is an enormously difficult—and perhaps impossible, but ultimately important—task to comprehensively define the contemporary moment through a particular concept. This introduction and this journal make the claim that both in a pervasive way and to a pandemic extent, there is enormous activity and energy in the production, construction, and exhibition of personas. Something quite extraordinary has shifted over the last twenty years that has led to this intensive focus on constructing strategic masks of identity. The catalyst is the development of online culture and its invocation to personalize the expression of a public self—essentially a persona—regularly and incessantly. This culture of producing and monitoring our public selves is the focus of this journal as online culture blends with everyday culture and leads to an insistent proliferation of personas for both presentation and for strategic purposes in order to manage very new notions of value and reputation. The task of investigating persona is complex, and is dependent on connections and intersections across an array of disciplines. This journal and the field of Persona Studies is designed to serve as a site for this essential work of comprehending, analysing, and critiquing persona, and to allow disciplines to intersect, exchange ideas, and debate the play of persona historically and in contemporary culture.

Persona as method: exploring celebrity and the public self through persona studies

Researching persona is a study in the production, dissemination and exchange of public identity. One starting point in the process is to look at the production of the presentation of the self online, which allows for a particularly valuable way of exploring celebrity and public personalities. In order to advance on this point, this article examines three emerging and complementary methods of persona studies that work to capture different elements in the production of public identity. In the following we provide an introduction to the research currently being generated using three intersectional methods as a primer to the study of persona. We first present an adaptation of interpretative phenomenological analysis for the investigation of online identity as a means for understanding the strategic and negotiated agency that constructing a public persona entails. Second, we outline the potential for methods of social network analysis and data visualisation to contribute to the investigation of networked structures of public identities, and to further explore the assembly of a professional persona in the creative and niche paratextual industry roles enabled by social media. Finally, to explore reputation and relational cultural power we consider how persona is constituted by connections, adapting prosopography – an historical method for identifying relational status in a community – to the study of current public production of the self and relational reputation as a form of cultural field. All of these techniques are equally useful for the direct study of celebrity persona, and function dynamically together as means to access the wider dimensions of public persona.

Celebrity and public persona

Research on celebrity and public persona derives from fundamentally interdisciplinary sources. Although at its core, the study of public personality has been the object of investigations by those more closely associated with media and communication, the key disciplines of sociology, cultural studies, literary studies, political science, social psychology, and even anthropology and history have been part of its analysis. Celebrity identifies the “extra-textual” dimensions of the famous, in which the lives of the renowned are followed, read, and reported. It is a public celebration of individuality that is (but not exclusively) connected to consumer culture and democratic capitalism. Through these larger cultural tropes celebrity has had its strongest affiliations with the contemporary entertainment industries, particularly in terms of how they are covered by the media and the press for further value beyond the cultural forms that are often the origins of stardom—the public individual’s performances in fields such as film, television, sport, and popular music. Celebrity is a site of celebration and derogation in any culture: these public individuals are truly exalted and given a status beyond others, but they are also ridiculed for their believed-to-be unearned credentials for having such a public platform and voice. Moreover, the study of celebrity and public persona is also an investigation into the connection between the populace and these public personalities, where parasocial relations most evident in fandom identify how celebrities embody audiences with an affective connection that is truly powerful in contemporary culture. That power of embodiment and connection that celebrities possess is subsequently exploited by the media industries to promote and sell new connected cultural products. Identifying celebrities as part of a spectrum of public personas links the study of celebrity to the investigation of the celebrated and famed in a variety of professions and fields well beyond entertainment. Thus, the term persona is used in these studies of public personalities to acknowledge the mask that is deployed to present a public version of the self for this external consumption and reading by an audience, a collective, a network, a nation, a citizenry, or a community. Research into public personas has led to related studies of political leadership, self-branding, notoriety in business, and reputation management, and research delves into the presentation of the public self by greater portions of the populace in online cultures. Celebrity and public persona is a field in which research aims to investigate the significance and meaning of various versions of the public self in both contemporary culture and historically.

Changing social norms and CEO pay: the role of norms entrepreneurs

This is the third in a series of papers examining different aspects of the CEO compensation debate. This Article will explore attempts by norms entrepreneurs to create or modify social norms. It argues that the relevant social norms are in a state of flux because of the work of norms entrepreneurs, whose efforts might reduce the need for legislative intervention. Several new norms like majority voting for board election, say on pay, smaller multiples for severance packages, and respect for shareholder activists may be emerging due to the work of norms entrepreneurs. Part II analyzes the rich literature on social norms to determine if there are models capable of application to better correlate executive compensation with performance. Despite several problems at the definitional level, it argues that the actions of constituencies relevant to the CEO pay debate might be explained by signaling, esteem, and expressive theories. Further, social norms theories neglecting internalization are deficient; corporate actors undertake self-improvement only when they internalize norms. Part III identifies the work of norms entrepreneurs in creating or changing norms pertaining to CEO compensation, and analyzes the reasons for their success. The examples considered demonstrate the effects of dynamic normative transformations on corporate actors and illustrate the contrast in behavioral changes accompanying resistance and acceptance of new norms. Part IV concludes that norm creation in corporate law is facilitated by the role of groups where membership benefits are dependent on reputation; that directors cannot tradeoff reputation like CEOs, making the deployment of reputational sanctions against them powerful; that behavioral change is more effective when there is norm internalization; and that norms entrepreneurs ought to focus on socializing relevant actors if they aspire to be successful in achieving normative change.

Gender and public relations: critical perspectives on voice, image and identity

Although there is a small body of feminist scholarship that problematizes gender in public relations, gender is a relatively undefined area of thinking in the field and there have been few serious studies of the socially constructed roles defining women and men in public relations. This book is positioned within the critical public relations stream. Through the prism of 'gender and public relations', it examines not only the manipulatory, but also the emancipatory, subversive and transformatory potential of public relations for the construction of meaning. Its focus is on the dynamic interrelationships arising from public relations activities in society and the gendered, lived experiences of people working in the occupation of public relations. There are many previously unexplored areas within and through public relations which the book examines. These include: • the production of social meaning and power relations. • advocacy and activist campaigns for social and political change. • the negotiation of identity, diversity and cultural practice. • celebrity, bodies, fashion and harassment in the workplace. • notions of managing reputation and communicating policy. In extending the field of inquiry, this edited collection highlights how gender is accomplished and transformed, and, thus how power is exercised and inequality (re)produced or challenged in public relations. The book will expand thinking about power relations and privilege for both women and men and how these are affected by the interplay of social, cultural and institutional practices. Winner of the Outstanding Book PRide Award, awarded by the National Communication Association (NCA).

The impact of mandatory versus voluntary auditor switches on stock liquidity: some Korean evidence

Using Korean listed firms subject to the auditor "designation rule", this paper shows that (1) firms that switch auditors exhibit lower stock liquidity than firms that do not switch auditors, and (2) the negative liquidity effect of auditor switches is concentrated in firms that switch to low-quality auditors. Meanwhile, firms that switch auditors under the auditor designation system do not exhibit lower stock liquidity, consistent with audit designation mitigating the concerns about audit quality deterioration around auditor changes. Furthermore, we find that foreign ownership has a mitigating impact on the negative relation between auditor switches and stock liquidity, suggesting that investors are less concerned about auditor switches when an alternative monitoring mechanism exists.

Investment banks' entry into new IPO markets and IPO underpricing

We examine the relationship between investment banks' initial public offering (IPO) market shares and their prior IPO underpricing in the new IPO market for China-based companies on the Hong Kong Stock Exchange. To gain expertise in Chinese business practices, investment banks have the incentive to obtain business in this new IPO market by providing high offer prices to the issuer, leading to less underpricing and less money on the table. We hypothesize and find that the less an investment bank underprices Chinabased company IPOs, the greater its subsequent market share of China-based company IPOs in the Hong Kong Stock Exchange. Furthermore, this relationship is driven by a bank's initial China-based company IPO deals. These results suggest that in new IPO markets, investment banks' initial market shares, obtained through lower underpricing, help them grow their market shares in later periods, possibly through the expertise gained in the initial business.

The underpricing of infrastructure IPOs: Evidence from China

This study investigates the underpricing of 135 infrastructure IPOs in China from 1996 to 2012. It follows infrastructure IPO studies in Australia and India which report average underpricing returns to subscribers of 3.5% and 25.4%, respectively. The average underpricing return for Chinese infrastructure IPOs is substantially higher at 86.3%, but interestingly substantially lower than the underpricing of Chinese IPOs generally. The issue size, government ownership and the pre-IPO earnings per share are helpful in explaining the underpricing of Chinese infrastructure IPOs while the underwriter reputation does not appear to have much explanatory power. In addition, we find the underpricing of infrastructure IPOs in China is also affected by its local GDP levels.

Sanitising or reforming PR? Exploring 'trust' and the emergence of critical public relations

Old 'PR' has a mixed reputation. It has sometimes been regarded as heavy handed and unethical, especially in relation to activists. 'Critical public relations' (CPR) has emerged from academe in recent years as a reformist alternative. This chapter takes a socio-cultural lens to explore CPR and its potential for contribution or compromise within the field.

Who will answer my question on Stack Overflow?

Stack Overflow is a highly successful Community Question Answering (CQA) service for software developers with more than three millions users and more than ten thousand posts per day. The large volume of questions makes it difficult for users to find questions that they are interested in answering. In this paper, we propose a number of approaches to predict who will answer a new question using the characteristics of the question (i.e. Topic) and users (i.e. Reputation), and the social network of Stack Overflow users (i.e. Interested in the same topic). Specifically, our approach aims to identify a group of users (candidates) who have the potential to answer a new question by using feature-based prediction approach and social network based prediction approach. We develop predictive models to predict whether an identified candidate answers a new question. This prediction helps motivate the knowledge exchanging in the community by routing relevant questions to potential answerers. The evaluation results demonstrate the effectiveness of our predictive models, achieving 44% precision, 59% recall, and 49% F-measure (average across all test sets). In addition, our candidate identification techniques can identify the answerers who actually answer questions up to 12.8% (average across all test sets).

Revisiting the Tasty raid: lesbian and gay respectability and police legitimacy

This article extends beyond analysis of homophobic police practices at the Tasty raid that took place in Melbourne in 1994 to explore the ways in which queer politics interact with constructions of ‘respectability’ in the contexts of criminalisation, policing and state protection. I argue that the successful construction of legitimate victimhood by lesbian and gay Tasty patrons (achieved largely through signifiers of middle-class respectability and the paradigm of sameness) impeded police efforts to control media narratives and secure legitimacy in the aftermath of the Tasty raid. The formal apology issued by Victoria Police in 2014 indicates that the Tasty raid was considered a significant enough stain on police reputation to warrant addressing two decades after the event itself. I consider the apology as an attempt to cleanse and redeem the institution of the negative image of police resulting from the Tasty raid. This case offers unique insights into some of the ways in which lesbians and gay men may achieve legitimacy as victims in a heteronormative context and how this might come at the cost of a structural analysis of sexuality, power and violence. It also highlights how state institutions navigate and avoid accountability to a specific and historically targeted group.

Frontier technologies of trust computing and network security

The increasing complexity of computer systems and communication networks induces tremendous requirements for trust and security. This special issue includes topics on trusted computing, risk and reputation management, network security and survivable computer systems/networks. These issues have evolved into an active and important area of research and development. The past decade has witnessed a proliferation of concurrency and computation systems for practice of highly trust, security and privacy, which has become a key subject in determining future research and development activities in many academic and industrial branches. This special issue aims to present and discuss advances of current research and development in all aspects of trusted computing and network security. In addition, this special issue provides snapshots of contemporary academia work in the field of network trusted computing. We prepared and organized this special issue to record state-of-the-art research, novel development and trends for future insight in this domain. In this special issue, 14 papers have been accepted for publication, which demonstrate novel and original work in this field. A detailed overview of the selected works is given below.

Policing in cool and hot climates: legitimacy, power and the rise and fall of mass stop and search in Scotland

Prior to the amalgamation of Scotland’s eight police forces into Police Scotland in 2013 by the Scottish National Party government, Scottish policing generally enjoyed a ‘cool’ political climate, with low scrutiny and minimal political engagement. This paper argues these conditions hindered the critical interrogation of Scottish policing, allowing a policy of unregulated and unfettered stop and search to flourish unchallenged for two decades. We then show how this policy was swiftly dismantled in the ‘heated’ environment that followed centralization, a move that gave rise to the unprecedented scrutiny of Scottish policing by media and political commentators. The analysis suggests that the legitimacy and reputation of the police may owe a debt to political environments that encourage either ‘soft’ or ‘hard’ analysis. Also, that more heated political environments, often disparaged by academics and criminal justice practitioners, can drive accountability and contribute to more progressive outcomes.