A holistic framework to embed good company practice for customer retention (2017)
Journal Article
McCrory, B., Pilcher, N., & McMillan, J. (2017). A holistic framework to embed good company practice for customer retention. The TQM magazine, 29(2), 257-275. https://doi.org/10.1108/TQM-11-2015-0139

Purpose: To detail a holistic practice based guiding framework for improving customer retention, which helps companies instil a customer service culture through encouraging them to concentrate on the three key areas of culture, continuous improvement... Read More about A holistic framework to embed good company practice for customer retention.

Conceptualising sustainable leadership (2017)
Journal Article
D’Annunzio-Green, N., Gerard, L., McMillan, J., & D'Annunzio-Green, N. (2017). Conceptualising sustainable leadership. Industrial and Commercial Training, 49(3), 116-126. https://doi.org/10.1108/ict-12-2016-0079

Literature encompassing Sustainable Leadership and developing leaders sustainably are still in infancy (Lambert, 2011). Nevertheless indications identify leadership as a vital cog in achieving sustainable organisations. Sustainable leadership can all... Read More about Conceptualising sustainable leadership.

Public Participation and Public Service Modernization: Learning from New Labor? (2012)
Journal Article
Fenwick, J., & McMillan, J. (2012). Public Participation and Public Service Modernization: Learning from New Labor?. International Journal of Public Administration, 35(6), 367-378. https://doi.org/10.1080/01900692.2012.655523

The public participation agenda is a significant element of public service reform in Europe and beyond. This article examines how citizen participation in local public services was conceived and enacted under successive New Labor governments in the U... Read More about Public Participation and Public Service Modernization: Learning from New Labor?.