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In this paper, the authors underpin thematic analysis with a philosophical and methodological dimension and present a nuanced perspective on the application of thematic analysis in a data-driven context. Thematic analysis is a widely used qualitative analytic method; it is perceived as a transparent approach that offers single meaning. However, through Husserlian descriptive phenomenology, this paper aims to examine issues regarding subject/object and multidimensional meanings and realities.

In most extant studies, thematic analysis has become a prescriptive approach. This emerging qualitative approach has been applied to a range of studies on social and organisational issues, knowledge management and education. However, despite its wide usage, researchers are divided as to its effectiveness. Many choose quantitative approaches as an alternative, and some disagree as to what counts as the definitive framework and process for thematic analysis. Consequently, the authors provide a level of validity for thematic analysis through emphasising a specific methodological approach based on ontological and epistemological positions.

Contrary to the common mantra from contemporary qualitative researchers who claim thematic analysis is often based on a static and enduring approach, the current paper highlights the dynamic nature of a thematic analytic approach and offers a deeper understanding of the ways in which researchers can use the right approach to understand the emerging complex data context.

Several insights regarding the literature on thematic analysis were identified, including the current conceptualisation of thematic analysis as a dynamic approach. Understanding thematic analysis through phenomenology provides a basis on which to undertake a whole range of inclusive approaches that were previously undifferentiated from a quantitative perspective.

There is considerable interest in the value of user-generated content (UGC) and its antecedents. Despite its growing importance, existing studies have largely ignored the effects of UGC on customers’ responses to recovery efforts in the fashion industry. The aim of this paper is to examine the extent to which UGC influences customers’ responses to providers’ service failure and recovery efforts, particularly how millennials’ interactions impact recovery efforts.

The study uses a phenomenological hermeneutics and adopts theoretical sampling to collect empirical data from three European countries (France, Italy and the UK). The authors interviewed 60 millennials who had online service failure experiences in online fashion. This methodological framework was designed to illustrate the close relationships between subject and object as well as identify that data analysis and collection are undertaken in relation to consistent iterative interpretations in an evolving process of study. Drawing on multi-theoretical lenses, using actor–network and social influence theories, this study advances understanding through the development of a new conceptual model relating to individual characteristics.

Using actor–network theory and social influence theory, this study developed a conceptual model of four customer groups’ responses to service failure based on the severity of service failure and the level of customers’ online response following service failure.

The authors suggest some pragmatic implications of their conceptual model and explain how awareness of different customer groups can lead to effective decision-making for marketers. This study provides a set of practical insights that brand managers can use to recover service failures.

User-generated content (UGC) and service failure have attracted considerable marketing inquiry over the last two decades. Previous studies primarily focused on the outcome of service failure and the impact of UGC on perceived failure severity. This article departs from previous studies as it examines the moderating role of UGC on the relationship between service failure recovery (SFR) and customer–brand relationship.

Building on commitment-trust theory and from a phenomenological hermeneutical perspective, this article explores this phenomenon through the interpretation of 60 in-depth interviews with millennials from three European countries: Italy, France and the UK. An analysis of the data was conducted using a qualitative approach to understand the main constructs and relationships derived from the data.

This study conceptualises four distinct moderating characteristics of UGC in the SFR process: satisfaction with experience and brand, dissatisfaction with experience and brand, satisfaction with brand and dissatisfaction with brand. The insights from the responsiveness, empathetic response, counterfactual thinking and brand salience (RECB) framework contribute to research on UGC and shed light on the relationship between SFR and consumer–brand relationships in the fashion industry.

Overall, this study demonstrates that customer interactions with UGC significantly affect their responses to, and relationships with, a brand. The proposed framework opens up interesting avenues for future research on the moderating role of UGC on the relationship between SFR and customer–brand relationships.

The purpose of this article is to outline how far the empirical evidence supports the centrality of leadership in the process of improving underperforming schools.

This article draws on evidence from a contemporary, selected, review of the literature.

The findings show that leadership is the critical factor in the improvement of underperforming schools. Seven new themes, derived from the selected evidence, are presented that illuminate how leaders secure improvement in the most challenging of school contexts.

This review is not a systematic review of the evidence and does not claim to be. It provides a commentary based on selected contemporary evidence and therefore is not comprehensive account of all the relevant evidence pertaining to leading the improvement of underperforming schools. The evidence is derived from sources written in English; therefore, it is fully acknowledged that other sources, in other languages might exist but are not included or reflected.

The practical implications are clearly laid out in the form of seven key themes about leading the improvement of underperforming schools that are of direct practical use.

With so many schools in high poverty areas finding themselves in difficulty, this contemporary review provides new insights about the leadership approaches and practices that continue to make a considerable difference to underperforming schools.

As Australia embarks on the new millennium, marketers must understand the basis of consumer choice, both domestically and internationally. Generally, brands are becoming globalised (Boze and Patton, 1995), but the wine industry provides an interesting example of global branding in the context of a plethora of brand names. In Australia alone, over one thousand wine companies produce over 16,000 wine brands (Spawton, 1998). This array of wine product creates a complex marketplace, which causes consumers great difficulty when making a purchase decision (Greatorex and Mitchell, 1988). To combat this problem, wine companies have been using branding as a means of differentiating their product (Lockshin, 1997). The introduction of geographical indicators (registered names for specific regions of origin) has spurred on the use of regional branding as a branding tool. This research is being conducted to clarify the effect of regional branding on consumer choice behaviour. The results from the qualitative research stage highlighted the fact that a small number of consumers used regional branding as a cue in their choice decision. These consumers generally had higher perceived knowledge of wine, greatly enjoyed purchasing wine and spent a longer time in the wine retail outlet than other consumer groups. A quantitative study will now be conducted to clarify which consumer groups use regional branding as part of the choice process and to determine the importance of a company's brand and price used in consumers' choice process. As wine is not the only product branded by its region of origin, this research will be beneficial to other product categories such as cheese, seafood and olive oil (Belk King, 1997).

Critically, to improve and manage online learning quality (OLQUAL), higher education providers need to regularly measure OLQUAL. Hence, a reliable measure of OLQUAL in higher education from the students' perspective is indispensable. Further, as a pioneer in examining OLQUAL outcomes in the online education context, we assert that satisfaction, trust and loyalty is a global assessment that follows the evaluation of OLQUAL. A model that delineates the perceived OLQUAL and its relationship with satisfaction, trust and loyalty are currently absent. Grounded on the cognition–affective–conation framework – this study presents the indicators of perceived OLQUAL and its influence on students' satisfaction and trust which further influences their loyalty.

To measure the OLQUAL instrument and proposed relationships – data were collected from 232 online undergraduate and postgraduate students. The results of confirmatory factor analysis measure five dimensions of perceived OLQUAL – comprising system quality, administrative quality, educational quality, transformative quality and social quality. Further, the proposed relationships were tested using structural equation modelling.

This study has successfully measured a second-order OLQUAL model on five primary quality dimensions (i.e. systems, administrative, educational, transformative and social). The findings confirm that students' satisfaction alone does not play a mediating role; rather, satisfaction and trust play a sequential mediating role between OLQUAL and loyalty.

Our new model provides a new tool for institutions and researchers to evaluate the quality of online education programs, as well as identify their strategy in developing and providing high-quality online learning to students.

There are currently no national adult safeguarding outcome measures that focus on people who have been through an adult safeguarding investigation in England. There is a need for local authorities (LAs) and their partners to be able to measure whether the services provided to adults at risk of abuse and neglect are effective. The paper aims to discuss these issues.

This paper describes the cognitive testing phase of a study to develop and implement a standardised adult at risk outcome measure in adult safeguarding for use by LAs in England. An outcome measure (a set of seven survey questions administered in a face to face interview) was cognitively tested in three LAs with adults at risk (or their carers/advocates) for whom an investigation of abuse had been concluded (n=40), with the aim of assessing whether it was commonly understood. A set of guidance notes was designed and LA staff (n=12) who assisted with the survey were interviewed about its usability and the feasibility of administering the survey.

The survey questions required modifications to improve their reliability, validity and comparability. LA staff also suggested improvements were needed in the guidance document and survey. LA managers, adults at risk (and their relatives/carers/advocates) were willing to be involved in the survey and it was considered feasible to proceed with piloting the measure.

The development of this unique survey is of interest to those working in adult safeguarding, user involvement, survey management and outcome measurement in LAs.

The purpose of this paper is to investigate the impact of belonging to a same-sexuality social group or network for older lesbians and bisexual women.

In total, 35 women were interviewed about a range of topics including coming out (or not) in the 1950s and 1960s, their feelings about ageing and their experiences of attending groups for lesbians and bisexual women, now and in the past.

The study found that, while the participants had different opinions of groups and their significance, the majority valued the opportunity to meet with other “like-minded” women and enjoyed a range of positive outcomes.

The nature of the space where such groups are located was significant to many as was the employment of paid leaders, not only to take up the administrative burden but to moderate and prevent cliques from forming.

The research indicates that such groups have an important role to play in alleviating loneliness and promoting positive ageing.

This research makes an important contribution to the literature about lesbian, gay and bisexual ageing which is frequently focused on gay men. Their feelings about loneliness, the role of social space and groups are often different to those of lesbian and bisexual women such as my participants, particularly those who were at the cutting edge of second-wave feminism.

During my early years as a junior high school librarian, I was frequently beseiged with requests for heart‐throbbing love stories and mysteries. However, as the years passed and the divorce rate increased, I began to encounter students who specifically asked for books about “mean stepparents” or “families where there are problems.” I initially wondered whether these new entreaties emanated from a small minority or from a more substantial cross‐section of the school population. Several well‐received book talks concerning the impact of divorce and a few discreet inquiries regarding the number of single‐parent families at my school convinced me that a general need existed.

The latest industry statistics recently published by the PCIF indicate that the UK printed circuit fabrication industry has emerged from the recession leaner and fitter. Over‐capacity has been slashed, with 60% fewer companies producing 10% more product than three years ago. Productivity is up 58%.