Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption

A holistic approach to satisfaction and its effects seems to be particularly important in high-affect, high-involvement, and extended duration services such as those offered by many travel and tourism providers. This means understanding the complexities of service provision and its processes. Consumers value service interaction that appears sincere. For this reason, organizations expect service providers to manage their service "performance" to reflect a genuine display of positive emotions towards the customer, which has a direct impact on customer satisfaction and possibly overall life satisfaction. This study explores consumers' perception of sincerity and tests its effects on positive emotions and satisfaction in an extended duration service. The findings indicate that perceived service sincerity positively influences consumers' emotions during a service and has important direct and indirect effects on life satisfaction, service satisfaction, and intention to repurchase. Implications for managers and opportunities for further research are discussed.

Transition to practice in supercomplex environments: are occupational therapy graduates adequately prepared?

The authors of this viewpoint initially came together as colleagues to debate whether occupational therapy curricula (the programmes that each author teaches into) prepared students to not only survive but thrive within the increasingly complex or supercomplex world of professional practice (Barnett, 2011). Through reflective conversations on our collective experiences working with students at capstone (transition-to-practice) level, coupled with further exploration of literature surrounding graduate attributes, employability and professional issues within occupational therapy practice our attention focussed on capacities of agency and political skill, and specifically, the extent to which our graduates are explicitly or implicitly prepared to be agentic and politically adept in practice. In the context of this viewpoint, we refer to agency as an intentional motivation to work toward strategic goals (both personal and organisational). As a construct, Ferris et al. (2007) propose that political skill is comprised of four critical dimensions: social astuteness; interpersonal influence; networking ability and apparent sincerity. Early professional success in most contemporary workplaces we argue, as have others (e.g. Pollard, Sakellariou & Kronenburg, 2008), relate to graduates’ political adeptness.

The passage of authority: imagining the political transformation of Australia’s Christmas Island, from sovereignty to governance

In 2012, Australia’s Christmas Island is best known as an island of immigration detention, a key component of Australia’s growing offshore border security apparatus, where interdicted boat arrivals seeking asylum are detained and processed. This article offers one account of how the Island came to be what it is, by providing two snapshots of the operable set of power relations on Christmas Island, then and now: ‘Island in the Sun’, and ‘Tropics of Governance’. Side by side, their stark contrast reveals the passage of authority through time and place, from the embodied, unified voice of the sovereignty of the British Empire to the palliative communication and bureaucratic sincerity that characterise governance. By disclosing shifting patterns of emergence and decay and showing border security’s intimate relation to governance, this article seeks to offer a deepened understanding of the current detention situation in its immanence. What can now be seen as Christmas Island’s past follies also reveals the restless work of successive political imaginations, the shifting ways and means by which an island can be translated into a solution to a political problem, and how successive solutions tend toward wreck and ruin.