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The Abusive Customer: Breaking the Silence Around Customers’ Aggressive Behavior
by Ivaylo YorgovBreaking the silence around an all-too-common problem, this book offers insights into the triggers of customer aggression against service employees, explores its consequences, and provides practical advice for handling abusive customers and mitigating the damage they inflict. Today, more than half of the world’s population is employed in the service sector. This fundamental economic shift is accompanied by heightened attention to customer service and the ‘customer is always right’ paradigm. But when customers act aggressively, everyone pays a price: frontline employees, their families, their companies, and even the abusive customers themselves. Unlike breezier titles on the subject, this book is based in academic research—exploring the ‘why?’ and ‘when?’ behind abusive behavior—that underpins its practical approach, illustrated with real-world stories from professionals on the front lines of customer service. The book’s useful tools include a sample anti-customer abuse policy and management process, a cheat sheet of practices that work for handling its consequences, a summary of effective service recovery processes and practices, and abuse-handling training list and curriculum templates. Managers and workers in customer-facing roles, in industries such as retail, hospitality, tourism, banking, and contact centers, will welcome this essential resource as part of their efforts to stop aggressive customer behavior, and improve employee morale, job satisfaction, and engagement.
The Evolution of Young People’s Spatial Knowledge (The Refiguration of Space)
by Ignacio Castillo Ulloa Anna Juliane Heinrich Angela Million Jona SchwererYoung people imagine, perceive, experience, talk about, use, and produce space in a wide variety of ways. In doing so, they acquire and produce stocks of spatial knowledge. A quite dynamic and ever-changing process by nature, young people’s production and acquisition of spatial knowledge are susceptible to many kinds of conditions—from those that shape their everyday routines to those that constitute historical turning points. Against this backdrop and drawing on a qualitative metaanalysis, the authors set out to discover what changes the spatial knowledge of young people has undergone during the past five decades. To that end, sixty published studies were sampled, analyzed, and synthesized to offer a meta-interpretation in terms of both the evolution of young people’s spatial knowledge and the refiguration of spaces. As such, this book will appeal to scholars conducting spatial research on childhood and youth as well as scholars interested in urban studies from diverse disciplines such as sociology, anthropology, geography, architecture, urban planning, and design. The Open Access version of this book, available at http://www.taylorfrancis.com, has been made available under a Creative Commons Attribution-Non Commercial-No Derivatives 4.0 license. The Open Access fee was funded by Technische Universität Berlin
The Evolution of Young People’s Spatial Knowledge (The Refiguration of Space)
by Ignacio Castillo Ulloa Anna Juliane Heinrich Angela Million Jona SchwererYoung people imagine, perceive, experience, talk about, use, and produce space in a wide variety of ways. In doing so, they acquire and produce stocks of spatial knowledge. A quite dynamic and ever-changing process by nature, young people’s production and acquisition of spatial knowledge are susceptible to many kinds of conditions—from those that shape their everyday routines to those that constitute historical turning points. Against this backdrop and drawing on a qualitative metaanalysis, the authors set out to discover what changes the spatial knowledge of young people has undergone during the past five decades. To that end, sixty published studies were sampled, analyzed, and synthesized to offer a meta-interpretation in terms of both the evolution of young people’s spatial knowledge and the refiguration of spaces. As such, this book will appeal to scholars conducting spatial research on childhood and youth as well as scholars interested in urban studies from diverse disciplines such as sociology, anthropology, geography, architecture, urban planning, and design. The Open Access version of this book, available at http://www.taylorfrancis.com, has been made available under a Creative Commons Attribution-Non Commercial-No Derivatives 4.0 license. The Open Access fee was funded by Technische Universität Berlin
Truth Claims in a Post-Truth World: Faith, Fact and Fakery (Routledge Advances in Sociology)
by Erkan AliDrawing on debates from a multi-disciplinary perspective, this book examines what it means to offer a genuine sociological critique of religious faith, illiberalism and anti-secularism from a macro perspective. Arguing that as a discipline concerned with real issues in the social world, sociology should be at the forefront of any analysis of religious power and legitimacy, the author contends that much religious faith is fundamentally incompatible with any twenty-first-century society that seeks inclusive, utilitarian and humanistic principles as its goals. With an emphasis on sociology, the effects of organised religion’s overall decline in modern Western contexts are explored, while the troubling re-emergence or persistence of faith-based and other non-evidentiary perspectives is also discussed via debates around identity politics, postmodernism and multiculturalism. Through an analysis of the rise of irrational thinking in our politics and our entire social and cultural fabric, the book moves to conclude that religious beliefs and other forms of dogmatism are underpinned by powerful, influential and potentially dangerous ideological structures at various levels of society and that viable, secular alternatives to faith teachings ought to be nurtured in their place. A critique of religion that advances modern, secular humanistic thought, Truth Claims in a Post-Truth World will appeal to scholars of sociology, social theory and philosophy with interests in religion, political thought, ethics and civil society.
Truth Claims in a Post-Truth World: Faith, Fact and Fakery (Routledge Advances in Sociology)
by Erkan AliDrawing on debates from a multi-disciplinary perspective, this book examines what it means to offer a genuine sociological critique of religious faith, illiberalism and anti-secularism from a macro perspective. Arguing that as a discipline concerned with real issues in the social world, sociology should be at the forefront of any analysis of religious power and legitimacy, the author contends that much religious faith is fundamentally incompatible with any twenty-first-century society that seeks inclusive, utilitarian and humanistic principles as its goals. With an emphasis on sociology, the effects of organised religion’s overall decline in modern Western contexts are explored, while the troubling re-emergence or persistence of faith-based and other non-evidentiary perspectives is also discussed via debates around identity politics, postmodernism and multiculturalism. Through an analysis of the rise of irrational thinking in our politics and our entire social and cultural fabric, the book moves to conclude that religious beliefs and other forms of dogmatism are underpinned by powerful, influential and potentially dangerous ideological structures at various levels of society and that viable, secular alternatives to faith teachings ought to be nurtured in their place. A critique of religion that advances modern, secular humanistic thought, Truth Claims in a Post-Truth World will appeal to scholars of sociology, social theory and philosophy with interests in religion, political thought, ethics and civil society.
Exploring Emotions in Social Life (Classical and Contemporary Social Theory)
This volume presents a broad range of studies on a variety of emotions from social scientific perspectives. Bringing together scholars from disciplines including sociology, psychology, anthropology and philosophy, it examines emotions including desire, empathy, freedom, happiness, hate, disgust, humiliation, guilt, unemotionality and despair, exploring the main facets of these emotions and considering the ways in which they are manifested and folded into our cultural and social lives. It will therefore appeal to scholars across the social sciences with interests in emotion, affect and contemporary culture.
The 2023 FIFA Women's World Cup: Politics, Representation, and Management (Women, Sport and Physical Activity)
This book offers a critical examination of the 2023 FIFA Women’s World Cup, being held in Australia and New Zealand. Drawing on perspectives from sociology, history, political science and management, it sheds new light on the development of women’s soccer and on women’s sport more broadly. The book examines the politics of the build-up to the tournament, including the bidding process, as well as how the tournament has been represented in the media, the governance structures of the tournament itself, and policy proposals designed to leave an enduring legacy for women and girls in sport. The 2023 FIFA Women’s World Cup is the first Women’s World Cup to be held in the Southern Hemisphere and the first to be held with an expanded 32-team format. This book shows why the 2023 FIFA Women’s World Cup represents a unique opportunity to enhance our understanding of women’s football, gender-oriented sport development initiatives and strategies, national sport policy and programming, and the management of international sporting events. This book is fascinating reading for any student, researcher or practitioner with an interest in sport development, sport management, sport policy, sport sociology, event management, gender studies, political science, or the relationship between sport and wider society.
Exploring Emotions in Social Life (Classical and Contemporary Social Theory)
by Michael Hviid JacobsenThis volume presents a broad range of studies on a variety of emotions from social scientific perspectives. Bringing together scholars from disciplines including sociology, psychology, anthropology and philosophy, it examines emotions including desire, empathy, freedom, happiness, hate, disgust, humiliation, guilt, unemotionality and despair, exploring the main facets of these emotions and considering the ways in which they are manifested and folded into our cultural and social lives. It will therefore appeal to scholars across the social sciences with interests in emotion, affect and contemporary culture.
The 2023 FIFA Women's World Cup: Politics, Representation, and Management (Women, Sport and Physical Activity)
by Adam Beissel, Verity Postlethwaite, Andrew Grainger, and Julie E. BriceThis book offers a critical examination of the 2023 FIFA Women’s World Cup, being held in Australia and New Zealand. Drawing on perspectives from sociology, history, political science and management, it sheds new light on the development of women’s soccer and on women’s sport more broadly. The book examines the politics of the build-up to the tournament, including the bidding process, as well as how the tournament has been represented in the media, the governance structures of the tournament itself, and policy proposals designed to leave an enduring legacy for women and girls in sport. The 2023 FIFA Women’s World Cup is the first Women’s World Cup to be held in the Southern Hemisphere and the first to be held with an expanded 32-team format. This book shows why the 2023 FIFA Women’s World Cup represents a unique opportunity to enhance our understanding of women’s football, gender-oriented sport development initiatives and strategies, national sport policy and programming, and the management of international sporting events. This book is fascinating reading for any student, researcher or practitioner with an interest in sport development, sport management, sport policy, sport sociology, event management, gender studies, political science, or the relationship between sport and wider society.
The Routledge Companion to Improvisation in Organizations (Routledge Companions in Business and Management)
This innovative volume provides a comprehensive overview of improvisation as a pervasive organizational process, essential in ever-changing business environments. Exploring theories of organizational action as well as contemporary challenges, it highlights improvisation’s rich potential in theory building and practice. The value and relevance of improvisational capabilities and processes in organizations are more apparent than ever: the global pandemic has forced organizations to reinvent themselves and to adapt to dramatic change on a massive scale. This surge in improvised activity starkly illustrates how the capability to improvise is key to organizational resilience: organizations that are able to improvise effectively are better prepared to bounce back and even thrive. From the latest thinking on improvisation in organizations to future avenues for research, this volume demonstrates the rich potential for both theory building and practice and provides a valuable resource for researchers and advanced students in organizational strategy, entrepreneurship, product development, information systems, disaster management, and HRM.
The Routledge Companion to Improvisation in Organizations (Routledge Companions in Business and Management)
by Cunha, Miguel Pina e Dusya Vera Abrantes, António Cunha Meneses Anne MinerThis innovative volume provides a comprehensive overview of improvisation as a pervasive organizational process, essential in ever-changing business environments. Exploring theories of organizational action as well as contemporary challenges, it highlights improvisation’s rich potential in theory building and practice. The value and relevance of improvisational capabilities and processes in organizations are more apparent than ever: the global pandemic has forced organizations to reinvent themselves and to adapt to dramatic change on a massive scale. This surge in improvised activity starkly illustrates how the capability to improvise is key to organizational resilience: organizations that are able to improvise effectively are better prepared to bounce back and even thrive. From the latest thinking on improvisation in organizations to future avenues for research, this volume demonstrates the rich potential for both theory building and practice and provides a valuable resource for researchers and advanced students in organizational strategy, entrepreneurship, product development, information systems, disaster management, and HRM.
Psychology of Sustainability and Sustainable Development in Organizations
This volume answers calls for improving sustainability and sustainable development in organizations from a psychological point of view. It offers a range of perspectives on the current research in the psychology of sustainability and sustainable development to highlight effective ways of improving well-being and healthy sustainable development in organizations. Section 1 introduces the concept of the psychology of sustainability and sustainable development as well as macro topics of related issues in organizations. Section 2 focuses on themes traditionally recognized in organizational psychology literature, such as performance, negotiation, leadership, resistance to change, innovation, and digital transformation. Section 3 presents variables to enhance sustainability and sustainable development in organizations and considers levels of prevention. Topics include humor awareness as a primary prevention resource in organizations, intrapreneurial self-capital as an individual preventative strength, compassion within organizations, perfectionism as an inhibitor in organizational contexts, and job crafting from individual to collaborative to organizational, meaningfulness and sustainable careers. With a clear psychological focus on the topic of leading sustainability efforts, this book will be of great interest to students and academics who want to learn more about corporate sustainability. It is also a useful resource for business executives, team leaders and managers.
The Management Thought of Louis R. Pondy: Reclaiming the Enthinkment Path (Systems Thinking)
by David M. BojeLouis R. Pondy was a leading management and organizational studies scholar whose work on open systems helped launch and define the future of the field. This book offers an assessment of Pondy’s contribution, through critical reflection on what happened to the relationship between conflict theory and “beyond open systems.” Exploring the ways in which Louis R. Pondy theorizes conflict and systems, and how he challenged the status quo paradigms, this book offers a historical analysis on Pondy’s work and the relation to contemporary management theory. The author develops a Triple Loop framework, building on Pondy’s theories as well as the work of Gregory Batesom, to demonstrate a beyond-open-systems approach and existing single- or double-loop systems. Demonstrating the value and legacy of Louis R. Pondy, this book will have international appeal to researchers, academics and students across management disciplines and organizational studies, including systems thinking and conflict resolution.
Understanding Strategic Analysis: A Simple Guide to Choosing, Developing and Implementing Business Strategy
by Tom ElsworthUnderstanding Strategic Analysis is a concise and practical guide for organisational strategic analysis, strategy development, decision-making, and implementation. The book takes the reader step by step through the background of strategic management and the process of developing a new strategy. It considers how to assess the strategic capabilities and context of the organisation, how to identify and choose between the various strategic options, and how to successfully implement the change in strategy. Mini-case studies and reflective questions provide stimuli for class discussion, whilst chapter objectives and summaries structure and reinforce learning. The final chapter sets out a complete worked example to illustrate the process as a whole. Refreshing and concise, this text provides valuable and practical reading for postgraduate, MBA and executive education students of strategic management, as well as practising managers in organisations of all sizes. Online resources include a short Instructor’s Manual, chapter-by-chapter PowerPoint slides, and a test bank of exam questions.
Psychology of Sustainability and Sustainable Development in Organizations
by Annamaria Di Fabio Cary L. CooperThis volume answers calls for improving sustainability and sustainable development in organizations from a psychological point of view. It offers a range of perspectives on the current research in the psychology of sustainability and sustainable development to highlight effective ways of improving well-being and healthy sustainable development in organizations. Section 1 introduces the concept of the psychology of sustainability and sustainable development as well as macro topics of related issues in organizations. Section 2 focuses on themes traditionally recognized in organizational psychology literature, such as performance, negotiation, leadership, resistance to change, innovation, and digital transformation. Section 3 presents variables to enhance sustainability and sustainable development in organizations and considers levels of prevention. Topics include humor awareness as a primary prevention resource in organizations, intrapreneurial self-capital as an individual preventative strength, compassion within organizations, perfectionism as an inhibitor in organizational contexts, and job crafting from individual to collaborative to organizational, meaningfulness and sustainable careers. With a clear psychological focus on the topic of leading sustainability efforts, this book will be of great interest to students and academics who want to learn more about corporate sustainability. It is also a useful resource for business executives, team leaders and managers.
The Management Thought of Louis R. Pondy: Reclaiming the Enthinkment Path (Systems Thinking)
by David M. BojeLouis R. Pondy was a leading management and organizational studies scholar whose work on open systems helped launch and define the future of the field. This book offers an assessment of Pondy’s contribution, through critical reflection on what happened to the relationship between conflict theory and “beyond open systems.” Exploring the ways in which Louis R. Pondy theorizes conflict and systems, and how he challenged the status quo paradigms, this book offers a historical analysis on Pondy’s work and the relation to contemporary management theory. The author develops a Triple Loop framework, building on Pondy’s theories as well as the work of Gregory Batesom, to demonstrate a beyond-open-systems approach and existing single- or double-loop systems. Demonstrating the value and legacy of Louis R. Pondy, this book will have international appeal to researchers, academics and students across management disciplines and organizational studies, including systems thinking and conflict resolution.
Understanding Strategic Analysis: A Simple Guide to Choosing, Developing and Implementing Business Strategy
by Tom ElsworthUnderstanding Strategic Analysis is a concise and practical guide for organisational strategic analysis, strategy development, decision-making, and implementation. The book takes the reader step by step through the background of strategic management and the process of developing a new strategy. It considers how to assess the strategic capabilities and context of the organisation, how to identify and choose between the various strategic options, and how to successfully implement the change in strategy. Mini-case studies and reflective questions provide stimuli for class discussion, whilst chapter objectives and summaries structure and reinforce learning. The final chapter sets out a complete worked example to illustrate the process as a whole. Refreshing and concise, this text provides valuable and practical reading for postgraduate, MBA and executive education students of strategic management, as well as practising managers in organisations of all sizes. Online resources include a short Instructor’s Manual, chapter-by-chapter PowerPoint slides, and a test bank of exam questions.
Women in Snowboarding (Women, Sport and Physical Activity)
by Mari Kristin SisjordThis is the first book to examine the role of women in the origins, development and contemporary landscape of snowboarding. Focusing on organised and professional snowboarding, it explores the significance of women as participants, coaches, leaders, and high-profile sport stars. The book explores the history of snowboarding, the organisation of international snowboarding, issues related to facilities, competition formats which are the same for female and male riders, and injury risk, safeguarding, training and coaching. Before the concluding chapter, three elite snowboarders representing different epochs and riding styles – Åshild Lofthus, Stine Brun Kjeldaas, and Kjersti Buaas – are introduced, whose narratives shed light on the main themes of the book. With a broad scope in terms of topics and academic disciplines, from medicine and biomechanics to the social sciences and sport governance, the book is grounded in sociology and gender studies. This book is fascinating reading for scholars and students with an interest in the sociology of sport, coaching, sport management, sport history or interdisciplinary perspectives in sport science, or anybody with a passion for snowboarding.
Women in Snowboarding (Women, Sport and Physical Activity)
by Mari Kristin SisjordThis is the first book to examine the role of women in the origins, development and contemporary landscape of snowboarding. Focusing on organised and professional snowboarding, it explores the significance of women as participants, coaches, leaders, and high-profile sport stars. The book explores the history of snowboarding, the organisation of international snowboarding, issues related to facilities, competition formats which are the same for female and male riders, and injury risk, safeguarding, training and coaching. Before the concluding chapter, three elite snowboarders representing different epochs and riding styles – Åshild Lofthus, Stine Brun Kjeldaas, and Kjersti Buaas – are introduced, whose narratives shed light on the main themes of the book. With a broad scope in terms of topics and academic disciplines, from medicine and biomechanics to the social sciences and sport governance, the book is grounded in sociology and gender studies. This book is fascinating reading for scholars and students with an interest in the sociology of sport, coaching, sport management, sport history or interdisciplinary perspectives in sport science, or anybody with a passion for snowboarding.
Learning Begins at Home: A Study of a Junior School and its Parents (Routledge Revivals)
by Michael Young Patrick McGeeneyFirst published in 1968, Learning Begins at Home records an attempt by two researchers to initiate and assess an innovation in a school in a working-class neighbourhood. The influence of parents upon children’s achievement is a platitude of education. The vital question is whether schools can become centres for education for adults as well as children, influencing the parents directly, and the children indirectly through the parents. The research reported in this book suggests that it would be worthwhile for teachers to give more of their time to cooperation with parents. This book will be of interest to students of education and sociology.
Learning Begins at Home: A Study of a Junior School and its Parents (Routledge Revivals)
by Michael Young Patrick McGeeneyFirst published in 1968, Learning Begins at Home records an attempt by two researchers to initiate and assess an innovation in a school in a working-class neighbourhood. The influence of parents upon children’s achievement is a platitude of education. The vital question is whether schools can become centres for education for adults as well as children, influencing the parents directly, and the children indirectly through the parents. The research reported in this book suggests that it would be worthwhile for teachers to give more of their time to cooperation with parents. This book will be of interest to students of education and sociology.
Studies in Class Structure (Routledge Revivals)
by G.D.H. ColeFirst published in 1955, Studies in Class Structure contains six studies in problems of social structure, relating mainly to contemporary British society. Professor Cole studies an analysis of the information about class structure contained in the British Census of 1951; and he also deals with the changes in British class structure during the past hundred years. He considers the structure of elites in contemporary Britain, with some account of their development. He is also concerned with the influence of technical changes on class structures in Europe. These studies do not pretend to embody a comprehensive treatment of the problems of social structure: each of them stands by itself as a sharply original treatment of the many facets of class structure. This book will be of interest to students of economics, sociology and history.
Studies in Class Structure (Routledge Revivals)
by G.D.H. ColeFirst published in 1955, Studies in Class Structure contains six studies in problems of social structure, relating mainly to contemporary British society. Professor Cole studies an analysis of the information about class structure contained in the British Census of 1951; and he also deals with the changes in British class structure during the past hundred years. He considers the structure of elites in contemporary Britain, with some account of their development. He is also concerned with the influence of technical changes on class structures in Europe. These studies do not pretend to embody a comprehensive treatment of the problems of social structure: each of them stands by itself as a sharply original treatment of the many facets of class structure. This book will be of interest to students of economics, sociology and history.
Against Cybercrime: Toward a Realist Criminology of Computer Crime (New Directions in Critical Criminology)
by Kevin F. SteinmetzThis book advances a theoretically informed realist criminology of computer crime. Looking beyond current strategies of online crime control, this book argues for a new sort of policy that addresses the root causes of computer crime and criminality, reduces the harms experienced by the victims of such crimes, and does not unduly contribute to state and corporate power and surveillance. Drawing both on the proponents of realist criminology and on those who have leveled critiques of the approach, Steinmetz illustrates the contours of a realist criminology of computer crime by considering definitions of harm with online crime, the idiosyncrasies of online locality and community, the social relations of computer crime, the tension between piecemeal reform and structural changes, and other matters. Furthermore, Steinmetz surveys the methodological dimensions of computer crime research, offers a critique of positivist “computational criminology,” and posits an agenda for computer crime policy. Against Cybercrime is an essential reading for all those engaged with cybercrime, realist criminology, criminological theory, and social harm online.
Against Cybercrime: Toward a Realist Criminology of Computer Crime (New Directions in Critical Criminology)
by Kevin F. SteinmetzThis book advances a theoretically informed realist criminology of computer crime. Looking beyond current strategies of online crime control, this book argues for a new sort of policy that addresses the root causes of computer crime and criminality, reduces the harms experienced by the victims of such crimes, and does not unduly contribute to state and corporate power and surveillance. Drawing both on the proponents of realist criminology and on those who have leveled critiques of the approach, Steinmetz illustrates the contours of a realist criminology of computer crime by considering definitions of harm with online crime, the idiosyncrasies of online locality and community, the social relations of computer crime, the tension between piecemeal reform and structural changes, and other matters. Furthermore, Steinmetz surveys the methodological dimensions of computer crime research, offers a critique of positivist “computational criminology,” and posits an agenda for computer crime policy. Against Cybercrime is an essential reading for all those engaged with cybercrime, realist criminology, criminological theory, and social harm online.