Corporate image in the leisure services sector

Purpose – This paper seeks to empirically examine the relationship between corporate image and customer satisfaction in the leisure services sector. It also aims to examine the mediating impact of employees and servicescape on this relationship.
Design/methodology/approach – Data were collected from a sample of 195 individuals who had visited an Australian zoological garden over a specified time period. Confirmatory factor analysis was used to test the validity of the measures, whilst structural equation modelling and multiple regression were used in hypothesis testing.
Findings – Findings reveal that corporate image has a significant positive relationship with customer satisfaction. Although the results indicate that the relationship between corporate image and customer satisfaction is not mediated by either servicescape or employees, they imply that corporate image and employees directly influence customer satisfaction.
Research limitations/implications – A single-case study design was implemented, limiting the generalisability of the findings. This provides an opportunity for replication of the model in other leisure services environments and services contexts outside the leisure services industry.
Practical implications – The findings reinforce the need for leisure services operators to prioritise the development of a strong, clear corporate image. The extended analysis illustrates that the disaggregated dimensions of corporate image are valuable to consider in terms of directing managerial strategy. Employees and servicescape are key aspects of the service offer on which management needs to focus to ensure that their desired corporate image is communicated and reinforced.
Originality/value – This study addresses an identified need to further examine the relationship between corporate image and customer satisfaction. It also contributes to corporate branding research by broadening the conceptualisation of the corporate image construct. Moreover, this study contributes to the corporate image literature by examining the mediating factors of employees and servicescape.

Other-settings generalization in IS research

This paper presents a simple conceptualization of generalization, called other-settings generalization, that is valid for any IS researcher who claims that his or her results have applicability beyond the sample where data were collected. An other-settings generalization is the researcher’s act of arguing, based on the representativeness of the sample, that there is a reasonable expectation that a knowledge claim already believed to be true in one or more settings is also true in other clearly defined settings. Features associated with this conceptualization of generalization include (a) recognition that all human knowledge is bounded, (b) recognition that all knowledge claims—including generalizations—are subject to revision, (c) an ontological assumption that objective reality exists, (d) a scientific-realist definition of truth, and (e) identification of the following three essential characteristics of sound other-settings generalizations: (1) the researcher must clearly define the larger set of things to which the generalization applies; (2) the justification for making other-settings generalizations ultimately depends on the representativeness of the sample, not statistical inference; (3) representativeness is judged by comparing key characteristics of the proposition being generalized in the sample and target population. The paper concludes with the recommendation that future empirical IS research should include an explicit discussion of the other-settings generalizability of research findings.

IT support for communities of practice in organizational settings

Communities of Practice (CoPs) are increasingly being seen as innovative and creative value adding entities in organisations. Their contributions in the sharing of perspectives and context, support of learning processes and creating a social and communal identity, yield invaluable knowledge exchanges. With the advent of internetworking, the boundaries of organisational settings are broadened. This is particularly significant to CoPs as they can continue their ways of working, work practices, social engagement and connectivity in these settings, harnessing Information Technology (IT). This paper reports on early findings from an ongoing investigation into ways in which IT can support practices and knowledge exchange processes of CoPs in organisational settings.

Supporting ICT based pedagogies in science in rural school settings

Recent research has demonstrated a significant disadvantage for rural teachers in a variety of aspects of ICT use. This context provides a backdrop for two professional learning programs designed to support ICT-based pedagogies in teaching science in Victorian rural primary and secondary schools. In both programs the school-based workshops initiated a community of learners supported with online web-presence. One program used an intensive five-day workshop focused on developing teachers’ knowledge, pedagogical expertise and leadership skills in embedding ICT into classroom practice. The second program provided a one-day workshop focused on integrating ICT skills in teaching science. Factors that affected the uptake of ICT included the considerable diversity in ICT availability and use, teacher competence, lack of support in schools, and online support. To redress rural disadvantage in ICT use, school commitment and focused leadership were identified as central to programs that supported and developed teacher skills and pedagogies over time.

Cosmo girls : new configurations of class and femininity in elite educational settings

In this paper we offer a unique contribution to understandings of schooling as a site for the production of social class difference, by bringing together recent work on middle-class educational identities in neoliberal times (O’Flynn and Petersen 2007, Reay et al 2007, 2008) with explorations of classed femininity from the field of critical girlhood studies (Harris 2004, Ringrose and Walkerdine 2008). Drawing on data generated in two recent research projects in Australia and the UK our aim will be to explore how class mediates the construction of young femininities in the private girls’ school. Our particular focus will be on exploring how articulations of identity within such schools are configured through discourses of mobility and global social responsibility. In line with the broader ‘cultural turn’ in the social sciences (Devine 2005) we discuss class and femininity in this paper in cultural and symbolic terms. We draw on Butler’s (1993) notions of performativity to understand the multiple and processual nature of identity constitution and Bourdieu’s (1987) understandings of class (based on symbolic struggles for capital in social space) to enable us to explore the ‘subjective micro distinctions’ through which class is expressed, embodied and lived; viewing class as a set of fictional discourses that inscribe and produce identities (Walkerdine et al 2001). This understanding of class, as something that is ‘done’ rather than something that ‘we are’, was deemed particularly important in these studies of elite education, for the research was undertaken in schools where class was apparently ‘everywhere and nowhere’, never named or ‘directly known as class’ (Lawler 2005, Skeggs 2004). This underplaying of class identity is often linked to neo-liberalism, and in this paper we would like to link these constructions of ‘the private school girl’ with neoliberal subjectivity by focusing on two main characteristics. First we will consider the notion of mobility, where we will discuss the ways in which these girls constructed themselves as ‘cosmo’ girls (global citizens at ease with traversing national borders) and the ways in which the schools supported this through educational practices which enabled the students and their families ‘to exploit and strategically pursue economic and cultural capital’ (Doherty et al 2009). We will also focus on the struggles that the schools and students encountered as they attempted to juggle these discourses of global mobility with more traditional discourses of privilege (often associated with national boundaries and based within a predominantly British model of schooling steeped in colonial history). Second, we will look at discourses of responsibility, to explore how these girls were incited to take responsibility for themselves and their futures but also to embrace diversity and to commit themselves to social service. We will also examine the competing discourses of instrumentalism and social justice that were at play in these schools.

It's here! Are we ready? Five case studies of health promotion practices that address climate change from within Victorian health care settings

Issue addressed: Climate changes and environmental degradation caused by anthropogenic activities are having an irrefutable impact on human health. The critical role played by health promotion in addressing environmental challenges has a history in seminal charters − such as the Ottawa Charter for Health Promotion − that explicitly link human well-being with the natural environment. The lack of documented practice in this field prompted an investigation of health promotion practice that addresses climate change issues within health care settings.

Methods: This qualitative study involved five case studies of Victorian health care agencies that explicitly identified climate change as a priority. Individual and group interviews with ten health promotion funded practitioners as well as document analysis techniques were used to explore diverse practices across these rural, regional and urban health care agencies.

Results: Health promotion practice in these agencies was oriented toward: active and sustainable transport; healthy and sustainable food supply; mental health and community resilience; engaging vulnerable population groups such as women; and organisational development.

Conclusion: Despite differences in approach, target population and context, the core finding was that health promotion strategies, competencies and frameworks were transferable to action on climate change in these health care settings.

The mathematical and science skills of students who are deaf or hard of hearing educated in inclusive settings

This study examined the science and mathematics achievements of 16 Year 9 students with hearing loss in an inclusive high-school setting in Western Australia. Results from the Monitoring Standards in Education (MSE) compulsory state tests were compared with state and class averages for students with normal hearing. Data were collected from three cohorts of Year 9 students across a 3-year period (2005‐2007). Results from mathematics MSE9 and the MSE9 science assessments showed that the majority of students with hearing loss performed below the state average (88%). Findings in this study suggest that students with hearing loss demonstrated more mathematical strength in the areas of space and measurement, which use visuo-spatial skills. Results for students with hearing loss in the five sections of the science assessment suggest more consistency across the different areas tested in the MSE. Comparisons with the MSE9 English paper for the 2005 cohort of students with hearing loss suggest a strong relationship between reading and writing skills and performance on mathematics and science assessment. In particular, questions with high language content created difficulty. On the science assessment, questions requiring a written explanation appeared to be particularly challenging. These findings have implications for teaching and learning in these crucial areas for students with hearing loss in inclusive secondary school settings. Greater attention to the interpretation of the language of mathematics and to writing about science concepts may help to improve outcomes for students with hearing loss on statewide assessments

A comparative study of factors influencing participation in sport and physical activity for metropolitan and rural female adolescents

The aim of this research was to provide a comparative analysis of the influence of behavioural alternatives, autonomy, competence and relatedness on participation in sport and physical activity for female adolescents within metropolitan and rural settings. Eighteen focus groups were conducted with a cross section of schools within metropolitan Melbourne and rural Victoria, Australia, involving 12–13-year olds and 15–16-year olds, using a semi-structured format. Content and thematic analyses were conducted on the data. Findings supported the sport commitment model by demonstrating that, in both rural and metropolitan settings, participation was influenced by the strength of commitment to a range of behavioural alternatives. Our findings also extended self-determination theory by suggesting that autonomy, competence, and relatedness were interrelated and their strength and influence on participation varied between settings. This study also has practical implications, including the promotion of more inclusive and supportive sports environments for female adolescents and promoting sport and physical activities as activity that promotes wellness, complements academic endeavours and reduces the stress of academic study.

Assessment of variation in the alberta context tool : the contribution of unit level contextual factors and practice specialty in Canadian pediatric acute care settings

Background: There are few validated measures of organizational context and none that we located are parsimonious and address modifiable characteristics of context. The Alberta Context Tool (ACT) was developed to meet this need. The instrument assesses 8 dimensions of context, which comprise 10 concepts. The purpose of this paper is to report evidence to further the validity argument for ACT. The specific objectives of this paper are to: (1) examine the extent to which the 10 ACT concepts discriminate between patient care units and (2) identify variables that significantly contribute to between-unit variation for each of the 10 concepts.

Methods: 859 professional nurses (844 valid responses) working in medical, surgical and critical care units of 8 Canadian pediatric hospitals completed the ACT. A random intercept, fixed effects hierarchical linear modeling (HLM) strategy was used to quantify and explain variance in the 10 ACT concepts to establish the ACT’s ability to discriminate between units. We ran 40 models (a series of 4 models for each of the 10 concepts) in which we systematically assessed the unique contribution (i.e., error variance reduction) of different variables to between-unit variation. First, we constructed a null model in which we quantified the variance overall, in each of the concepts. Then we controlled for the contribution of individual level variables (Model 1). In Model 2, we assessed the contribution of practice specialty (medical, surgical, critical care) to variation since it was central to construction of the sampling frame for the study. Finally, we assessed the contribution of additional unit level variables (Model 3).

Results: The null model (unadjusted baseline HLM model) established that there was significant variation between units in each of the 10 ACT concepts (i.e., discrimination between units). When we controlled for individual characteristics, significant variation in the 10 concepts remained. Assessment of the contribution of specialty to between-unit variation enabled us to explain more variance (1.19% to 16.73%) in 6 of the 10 ACT concepts. Finally, when we assessed the unique contribution of the unit level variables available to us, we were able to explain additional variance (15.91% to 73.25%) in 7 of the 10 ACT concepts.

Conclusion: The findings reported here represent the third published argument for validity of the ACT and adds to the evidence supporting its use to discriminate patient care units by all 10 contextual factors. We found evidence of relationships between a variety of individual and unit-level variables that explained much of this between-unit variation for each of the 10 ACT concepts. Future research will include examination of the relationships between the ACT’s contextual factors and research utilization by nurses and ultimately the relationships between context, research utilization, and outcomes for patients.