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The service management literature emphasizes the importance of communication, but language difficulties can make communicating in business settings more difficult. The purpose of this paper is to address consumer willingness to communicate in a second language to identity the antecedents that drive consumer language preferences.

The paper presents the findings from two empirical studies in two multilingual countries with a total of 361 adult respondents.

The findings show perceived control to be the strongest antecedent of consumer willingness to communicate in a second language, and identifies second language skills as an antecedent in countries with little political tensions related to language, while political considerations is a strong antecedent in countries where language use is political.

The studies are limited to countries with more than one official language. While multilingual countries make up around two-third of the world's population, future research could test whether the same antecedents are applicable in monolingual societies.

The findings help managers to understand in which situations consumers may be willing to switch language, and in which situations it is important to serve consumers in more than one language.

The paper is the first to draw upon both the service management literature and the sociolinguistic literature to develop and test a model to explain consumer language preferences. This model may help managers to develop strategies for customer service in multilingual markets.

The purpose of this paper is to report on the evaluation of a one-day mental health wellness workshop which was delivered to male prisoners in an urban prison in the Republic of Ireland.

A mixed methods approach was used to evaluate the workshop. This paper presents the findings of the qualitative arm of the evaluation. Qualitative data were collected using semi-structured telephone interviews with ten participants who had completed the programme.

The participants were overwhelmingly positive about the wellness workshop and the qualitative interviews articulated the ways that the workshop impacted on their ability to manage their own and other peoples mental health.

As prisons attempt to limit the negative impact of prison life, implementing recovery orientated approaches such as the wellness workshop can have a positive impact on prisoners’ mental health as well as raising their awareness and improving their attitudes towards mental distress and suicide. The concepts of self-help and peer support, espoused by the workshop offer a real opportunity to equip interested prisoners with skills to support themselves and other prisoners who are in distress.

The purpose of this paper is to explore how, in a context of economic, political, social and environmental transitions, SMart, a cultural and artistic social enterprise (CASE), has developed a relevant cooperative model to contribute to mitigate the structural labour precariousness of artists and creators.

The research design includes a mixed-method approach that combines qualitative and quantitative methodologies with emphasis on the former. Namely, the organisation is SMartbe and its replication across nine European countries was studied as a revelatory case study. Five main types of techniques were deployed in the course of this research, including desk review, direct (participant) observation, interviews, focus group and questionnaire (Likert-scale survey).

CASEs constitute a specific institutional arrangement that offers innovative labour arrangements for cultural workers and artists to fight against precariousness. Social enterprises are embedded in the social and solidarity economy and stand at the crossroads of markets, civil society and the public, which places them in a critical position: depending on the logic, actors and contexts at play, social enterprises can ensure to varying degrees the general interest through their social mission, their sustainability via the real participation of all their stakeholders and the carrying out of economic activities that are fully consistent with their mission.

It is within this type of sustainability and participation that transformative social innovation can emerge within CASEs. Their potential to contribute to transformative social innovation is based on its four objectives: cultural (to imagine human, participative and sustainable alternatives); social (to achieve a social –including the environment – mission and join the ecosocial transition); participatory (empowering and impacting the public sphere); and economic (being financially sustainable and fair).

Public organizations send messages about their actions and values in just about everything they do and say. They can be good or bad, and choices have to be made about their composition, channels, and media. May help public managers think about how to manage these choices. There are several ways of assessing the impact of messages, and then thinking about how to manage them on strategic and tactical levels. In the end, success in managing the message comes down to how sensitive managers are to the messages their organization sends about itself and its work.

According to the traditional view of public administration, a critical component of good policy formulation is the provision of frank and fearless advice to elected decision-makers. This advice can be provided by permanent public officials or by the people selected by the elected governments to fill key and continuing posts. However, there are major questions as to whether new Governor-in-Council (GIC) appointment processes rooted in new public governance (NPG) are yielding the expected results promised, such as less partisanism, as a consideration for appointment.

The paper uses a mixed methods approach to examine the GIC process as it is used in Canada. In using these methods, the authors employed interviews with senior officials, governmental documents review and expert validation interviews to triangulate its main findings.

The paper uses the case of the revised appointment process for GIC appointments in Canada and suggests that the new arrangements do not deliver on merit-based criteria that ensures independence is protected between political executive and senior bureaucratic officials. Although new processes may be more open and transparent than past processes, the paper suggests that such processes are more susceptible to partisan influence under the guise of being merit-based.

The research was limited to one country context, Canada. As such, it will be necessary to expand this to other Westminster countries. Testing whether manifestations of new public governance in appointment processes elsewhere will be important to validate whether Canada is unique or not.

The authors are left to wonder if this innovation of merit-based appointments in the new administrative state is obscuring the lines of accountability and whether it forms the basis for good policy advice despite promises to the contrary.

Trust in the government is affected by decisions behind closed doors. They appear partisan, even when they may not be. Process matters if only to highlight increased value placed on meritorious appointments.

Previous studies on GIC appointments have generally been to explore representation as a value. That is, studies have questioned whether diversity is maintained, for example. However, few studies have explored appointment processes using institutional approaches to examine whether reforms to such processes have respected key principles, such as merit and accountability.

Presents a comparison of approaches to negotiation and level of cultural awareness of international business managers in Russia, Greece and the UK. Demonstrates that although managers in the three countries are distinctly different in their demographic and cultural characteristics they generally exhibit high impression accuracy and adopt a similar approach to the negotiation process. Discusses implications for European business.

Graham Engineering, a UK company specialising in the manufacture of large complex components for high‐tech industries has pioneered the application of 3D laser trimming and welding of stainless steel and other difficult‐to‐process pressings and fabrications. It uses a Prima Optima 3D laser profiler, one of the largest built by the Italian company, for this work and examples are described from the nuclear, aerospace, domestic heating and telecommunications industries. One of the largest is a nuclear containment vessel manufactured in 6 mm stainless steel, requiring over 18 m of laser welded seams produced in a single pass compared with a root and four capping runs required when TIG welded. Quality and strength are also superior to TIG. Other components produced in the Prima machine include mild steel pressings for an aerospace customer, satellite dishes for a telecommunications company and stainless steel hot water cylinders marketed by Graham Engineering company.

The purpose of this paper is to illustrate how to examine the effectiveness of a pilot summer bridge program for elementary algebra using propensity scores. Typically, selection into treatment programs, such as summer bridge programs, is based on self-selection. Self-selection makes it very difficult to estimate the true treatment effect because the selection process itself often introduces a source of bias.

By using propensity scores, the authors can match students who participated in the summer bridge program with equivalent students who did not participate in the summer bridge program. By matching students in the treatment group to equivalent students who do not participate in the treatment, the authors can obtain an unbiased estimate of the treatment effect. The authors also describe a method to conduct a sensitivity analysis to estimate the amount of hidden bias generated from unobserved factors that would be needed to alter the inferences made from a propensity score matching analysis.

Findings suggest there is no significant difference in the pass rates of the subsequent intermediate algebra course for students who participated in the summer bridge program when compared to matched students who did not participate in the summer bridge program. Thus, students who participate in the summer bridge program fared no better or worse when compared to similar students who do not participate in the program. These findings also appear to be robust to hidden bias.

This study describes a unique way to estimate the causal effect of participating in a treatment program when there is self-selection into the treatment program.

Drawing on the case of the recent Belgian law on the “sharing economy,” this chapter develops a critique of the dominant discourse of platform-mediated work as fostering the inclusion of individuals belonging to historically underrepresented groups (e.g., women with caring roles, people living in remote areas, individuals with disabilities, etc.) into the labor market. Exempting platform-mediated employment from social contributions and substantially lowering taxation, the law facilitates platform-based crowdsourcing firms’ predatory business model of capital valorization. The author argues that this business model rests precisely on the externalization of the costs of the social reproduction of this “diverse” labor through its precarization. These costs are not only externalized to individual workers, as often held. They are also externalized to the Belgian welfare state, and thus ultimately both to taxpayers and firms operating through classical business models, which fund the welfare state through taxation and social security contributions. For this reason, the debate surrounding platform-based employment might paradoxically provide a historical opportunity for recovering the Belgian tradition of social dialog between employers’ associations and trade unions. The author concludes by identifying key foci for action to ensure a better protection of workers of crowdsourcing firms including classifying them as employees, revising the conditions of access to social security protection, inclusive union strategies, the leveraging of technology to enforce firm compliance, and fostering counter-narratives of firms’ accountability toward society.