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Article
Publication date: 30 August 2023

Stephanie T. Gillison, Sharon E. Beatty, William Magnus Northington and Shiri Vivek

This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR…

Abstract

Purpose

This research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR theory and past literature on misbehaving customers and their effects on customer-facing employees.

Design/methodology/approach

The proposed model was assessed using a survey of 840 frontline retail, restaurant, service and caregiving employees and their reactions to the issue of misbehaving customers (i.e. rule breaking and/or rude customers).

Findings

FLEs' perceived frequency of customer rule violations, FLEs' concerns with misbehaving customers and FLEs' concerns with enforcing rules with these customers increased FLEs' burnout due-to-customers, while FLEs' customer orientation decreased it. Interactions among several antecedents were found relative to their effects on burnout. Burnout due-to-customers decreased FLEs' organizational commitment and increased quitting intentions. Additionally, this burnout mediated the relationships between our studied antecedents and job outcome variables (either partially or fully), with organizational commitment also mediating the relationship between burnout and quitting intentions.

Originality/value

The impact of FLEs' concerns relative to customers' rule breaking, which has not been previously addressed, is shown to increase FLEs' burnout due-to-customers, while FLEs' customer orientation buffered and reduced burnout, with frequency of violations interacting with several antecedents, and ultimately affecting burnout and several dependent variables—organizational commitment and quitting intentions. These FLE rule violation and enforcement concerns, captured at the height of the pandemic, are new variables to the literature. These issues have important implications for managers as to their treatment and training of FLEs in the future.

Details

Journal of Service Theory and Practice, vol. 33 no. 6
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 16 February 2024

Hajar Chetioui, Hind Lebdaoui, Oumaima Adelli, Fatima Zahra Bendriouch, Youssef Chetioui and Kawtar Lebdaoui

Following the COVID-19 pandemic, most higher education institutes shifted to online learning as the sole alternative to continuing education while mitigating the risks imposed by…

Abstract

Purpose

Following the COVID-19 pandemic, most higher education institutes shifted to online learning as the sole alternative to continuing education while mitigating the risks imposed by the pandemic. This has raised several concerns regarding students’ learning experience, satisfaction and academic achievement, particularly in countries where students have restrained technological resources (i.e. developing nations). The current research aims to investigate the key factors influencing students’ attitudes, satisfaction and academic achievement among university students in an emerging market context (i.e. Morocco). The moderating effect of students’ motivation to study online was also scrutinized.

Design/methodology/approach

The authors propose an integrated conceptual framework that combines the technology acceptance model (TAM) with the outcomes of prior literature related to online learning. Based on data collected from 850 Moroccan university students, the authors empirically tested the conceptual model using a partial least squares (PLS) estimation.

Findings

First, attitude toward online learning and satisfaction positively impact university students’ academic achievement; at the same time, attitude positively impacts students’ satisfaction with online learning. Second, students’ satisfaction and attitude toward online learning were found to be mainly influenced by instructor performance, ease of use of the online learning platform, information quality, interactivity and perceived usefulness (PU). Finally, student motivation acts as a moderator, e.g. students with higher motivation to learn online are more likely to develop a favorable attitude toward online learning and can, therefore, accomplish better academic performance.

Originality/value

The current study makes a considerable contribution to the literature by contributing to the on-going debate about the potentials and challenges of online learning, particularly in an emerging country where education remains a considerable challenge. The study findings can help higher education institutes gauge the quality of online education programs and design efficient strategies to develop high-quality online learning for students. Our findings have implications not only for educational institutions and instructors in developing markets but also for the vendors of online course delivery software.

Details

Journal of Applied Research in Higher Education, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2050-7003

Keywords

Article
Publication date: 13 February 2024

Ajid ur Rehman, Asad Yaqub, Tanveer Ahsan and Zia-ur-Rehman Rao

This study aims to investigate earnings management practice of classification shifting of revenues in Chinese-listed firms.

Abstract

Purpose

This study aims to investigate earnings management practice of classification shifting of revenues in Chinese-listed firms.

Design/methodology/approach

The study employs a dataset of 2,920 A-listed firms from Chinese stock exchanges of Shanghai and Shenzhen for the period of 2003–2019. We apply both univariate and panel regression analysis by using fixed effect estimation with robust standard errors.

Findings

Our findings reveal that firms misclassify revenues by taking advantage of the flexibility provided by applicable financial reporting standards. The empirical evidence obtained through regression analysis suggest that managers reclassify non-operating revenues as operating revenue to alter the economic reality while seeking the advantage of financial reports users’ vulnerability for valuing the upper half of income statement items more as compared to lower part. The results further indicate that international financial reporting standards adoption inhibits the earnings management practices using classification shifting of revenues. It is also concluded that firms, which are suffering losses or having low growth, are more persistently involved in misclassification of revenues.

Originality/value

The study is unique from the point of view that it investigates earnings management from the prospective of revenue’s classification in an emerging market characterized by various market imperfections such as lower investor protection and higher information asymmetry.

Details

Journal of Accounting in Emerging Economies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2042-1168

Keywords

Article
Publication date: 7 September 2023

Iain Alexander Smith and Amanda Griffiths

Employers are increasingly attempting to mitigate subtle but harmful forms of employee rudeness and slights. These include “microaggressions”, “everyday discrimination” and…

Abstract

Purpose

Employers are increasingly attempting to mitigate subtle but harmful forms of employee rudeness and slights. These include “microaggressions”, “everyday discrimination” and “workplace incivility”, among others. It is unclear which of these various terms is most acceptable for introducing the topic in the workplace. This paper explores human resources (HR) leaders' considerations about the terms and the organisational context that allow for successful implementation.

Design/methodology/approach

16 expert interviews were conducted with HR leaders from large organisations in the United Kingdom. Reflexive Thematic Analysis was used to explore interview transcripts.

Findings

HR leaders reflected on various terms for subtle slights, largely according to how understandable (coherent) and emotionally resonant (provocative) they appeared. They did not converge on any universally accepted term. Less abstract terms were regarded as most acceptable for a broad audience. There was a view that leaders, often representing dominant groups, would find provocative terms such as microaggressions less acceptable than under-represented groups; the latter would find their experiences of subtle slights validated by terms such as microaggressions. Participants suggested that understanding the need for change was a necessary precursor to participation in training. Compliance-based approaches were considered less helpful. Implications for the design of training initiatives are presented whereby several terms could be used and explained.

Originality/value

This is the first study to gather HR leaders' views on the acceptable terminology for subtle slights. Findings suggest employers may find value in adopting an implementation science approach to introducing diversity initiatives.

Details

Qualitative Research in Organizations and Management: An International Journal, vol. 18 no. 4
Type: Research Article
ISSN: 1746-5648

Keywords

Article
Publication date: 7 July 2023

Hardeep Singh Mundi and Shailja Vashisht

This paper aims to review, systematize and integrate existing research on disposition effect and investments. This study conducts bibliometric analysis, including performance…

Abstract

Purpose

This paper aims to review, systematize and integrate existing research on disposition effect and investments. This study conducts bibliometric analysis, including performance analysis and science mapping and thematic analysis of studies on disposition effect.

Design/methodology/approach

This study adopted a thematic and bibliometric analysis of the papers related to the disposition effect. A total of 231 papers published from 1971 to 2021 were retrieved from the Scopus database for the study, and bibliometric analysis and thematic analysis were performed.

Findings

This study’s findings demonstrate that research on the disposition effect is interdisciplinary and influences the research in the domain of both corporate and behavioral finance. This review indicates limited research on cross-country data. This study indicates a strong presence of work on investor psychology and behavioral finance when it comes to the disposition effect. The findings of thematic analysis further highlight that most of the research has focused on prospect theory, trading strategies and a few cognitive and emotional biases.

Practical implications

The findings of this study can be used by investors to minimize their biases and losses. The study also highlights new techniques in machine learning and neurosciences, which can help investment firms better understand their clients’ behavior. Policymakers can use the study’s findings to nudge investors’ behavior, focusing on minimizing the effects of the disposition effect.

Originality/value

This study has performed the quantitative bibliometric and thematic analysis of existing studies on the disposition effect and identified areas of future research on the phenomenon of disposition effect in investments.

Details

Qualitative Research in Financial Markets, vol. 16 no. 2
Type: Research Article
ISSN: 1755-4179

Keywords

Article
Publication date: 22 May 2023

Yun Shen, Vito Mollica and Aldo Fortunato Dalla Costa

This study sheds new light on the personality trait and provides evidence regarding the relation between narcissism and desirable accounting practices, specifically the impact of…

Abstract

Purpose

This study sheds new light on the personality trait and provides evidence regarding the relation between narcissism and desirable accounting practices, specifically the impact of CEO narcissism on accounting conservatism.

Design/methodology/approach

The authors test the relation between CEO narcissism and accounting conservatism for a sample of 907 US companies and their corresponding CEOs for the period between 2010 and 2018. The authors apply three established models of accounting conservatism and measure executives' narcissism using a non-intrusive approach ubiquitous in the literature.

Findings

The authors find that CEO narcissism is associated with speculative accounting practices in the form of timely recognition of positive news and more prudent financial reporting of anticipated negative news. The authors provide the first empirical evidence that, despite its well-known negative effects on corporate financial reporting, executive narcissism can also produce positive outcomes.

Originality/value

While managerial overconfidence has received much attention, the effects of executives' narcissism are still widely unexplored (Chatterjee and Hambrick, 2007). The authors thus contribute to the literature by investigating the relationship between CEOs' narcissism and accounting conservatism. The authors conjecture CEO narcissism should have a twofold effect on prudent financial reporting. On the one hand, CEOs' narcissism should be associated with low levels of unconditional conservatism due to excessively fast good news recognition. On the other hand, narcissistic executives should be associated with early recognition of negative news and hence with higher levels of conditional conservatism.

Details

Journal of Accounting Literature, vol. 46 no. 1
Type: Research Article
ISSN: 0737-4607

Keywords

Article
Publication date: 28 June 2022

Edwina Pio, Shailendra Vyakarnam, Shima Barakat and Margaret McCammon

The purpose of this study is to discuss how ethnicity and gender influence high-tech entrepreneurship in the Cambridge cluster emphasizing homophily and how and why bridging and…

Abstract

Purpose

The purpose of this study is to discuss how ethnicity and gender influence high-tech entrepreneurship in the Cambridge cluster emphasizing homophily and how and why bridging and bonding ties are created in moving individuals from the periphery to cross the threshold into acceptance.

Design/methodology/approach

The authors present findings on the micro-dynamics of ethnicity and gender in high-tech entrepreneurship underpinned by homophily. The authors discuss how ethnicity and gender influence who enters and stays in high-tech entrepreneurship university spinouts. Through an entrepreneurial narrative qualitative approach, the authors explore how and why bridging and bonding ties may be created and the challenges for those at the periphery to cross the threshold into acceptance. The study adopts an entrepreneurial narrative qualitative approach using interviews with individuals associated with the Cambridge cluster.

Findings

The authors add to the entrepreneurship literature by responding to the call for multiplexity within homophily, and the research indicates that homophily strongly influences who enters and who leaves the cluster based on bridging and bonding ties. The findings address the need for more focused understanding of entrepreneurial clusters and how mechanisms can be developed to create an environment to nurture both bridging and bonding ties. It is possible for an entrepreneurial cluster to be perceived as attractive and thriving while being homophilous. Ethnic individuals and women continue to struggle to gain acceptance in the Cambridge cluster.

Research limitations/implications

Interviews were conducted by one person – an ethnic minority female – for continuity of all interviews. Yet as many of the participants were not minorities, it is possible that an interviewer who was not an ethnic minority may have elicited different narratives.

Originality/value

The study adds to the entrepreneurship literature by focusing on multiplexity within homophily in examining the dynamics of homophily in the context of the Cambridge cluster and the significance of nurturing bridging and bonding ties. The research comments on implications for practice among three interlinked but autonomous groups: first, the individual entrepreneurs; second, the networks she/he belongs to; third, the university as both fertile ground for entrepreneurship and an educational institution where entrepreneurship education is engaged in for encouraging and supporting spinouts.

Details

Journal of Enterprising Communities: People and Places in the Global Economy, vol. 17 no. 6
Type: Research Article
ISSN: 1750-6204

Keywords

Abstract

Details

Business and Management Doctorates World-Wide: Developing the Next Generation
Type: Book
ISBN: 978-1-78973-500-0

Article
Publication date: 31 October 2023

Vrinda Acharya and Ambigai Rajendran

This study aims to perform a scoping review of the recent studies on critical resources required for the doctoral program by mapping the resources at various levels of…

Abstract

Purpose

This study aims to perform a scoping review of the recent studies on critical resources required for the doctoral program by mapping the resources at various levels of Bronfenbrenner's ecological systems and their underlying theories. The study proposes a holistic model of supportive resources in the doctoral education.

Design/methodology/approach

The current scoping review is supported by Arksey and O'Malley's five-stage methodological guidance The authors reported sixty-eight articles that were published between 2010 and 2023 and complied with the Preferred Reporting Items for Systematic Reviews and Meta-analyses extension for Scoping Reviews (PRISMA-ScR) checklist.

Findings

The study identified two categories of resources that promote doctoral student well-being: personal resources such as research self-efficacy and intrinsic motivation of the doctoral student. Second, the contextual resources provided by supervisors, department, family, peers, institution and Government policy impact the well-being of doctoral students. The study relied on the self-determination and conservation of resources theory to determine doctoral students' stress-free, high-quality research journey.

Practical implications

The study findings can help higher education institutions, supervisors, peers and academicians plan and implement the finest resources to improve the well-being of doctoral students. The institutions can develop a wide range of strategies, tailored supportive programs, and interventions that can help in improving students' mental and emotional health, based on the developed multifaceted resource framework. Doctoral students can also use the review's findings to help them deal with program obstacles by encouraging themselves internally and participating in mentoring programs.

Originality/value

This review article proposes a comprehensive conceptual framework by considering Bronfenbrenner's ecological systems on multilevel resources that help to understand the inter-relationship between resources required in the doctoral student's program.

Details

International Journal of Educational Management, vol. 37 no. 6/7
Type: Research Article
ISSN: 0951-354X

Keywords

Article
Publication date: 31 August 2023

Helena Á Marujo

This underscores individual and social implications for how mental disorders and mental well-being are constructed, conceived of and treated. Further, this paper aims to examine…

Abstract

Purpose

This underscores individual and social implications for how mental disorders and mental well-being are constructed, conceived of and treated. Further, this paper aims to examine positive psychology’s role in supporting the advancement of a broader systemic and contextual approach to mental health. With that aim, this paper connects data on mental health and well-being with peace studies to describe the systems of value and social ecologies underpinning mental disorders, using public happiness/Felicitas Publica as a possible framework to enhance public mental health while intervening at the local level (Bruni and Zamagni, 2007; Marujo and Neto, 2013, 2014, 2016, 2017, 2021; Marujo et al., 2019).

Design/methodology/approach

Theoretical foundations and data on positive peace and mental well-being are described with the intention to propose a systemic, contextual, relational, communitarian, economic and sociopolitical perspective of well-being that goes beyond individual bodies and/or brains and, instead, views mental disorder and mental health as social currency (Beck, 2020).

Findings

The interventions using dialogic, conversational and community approaches are a possible path to promote peace, mental health and public happiness.

Research limitations/implications

Examining the interplay between the fields of positive psychology, mental health and cultures of peace, this work contributes to the broadening of research and subsequent intervention topics through transdisciplinary approaches while reinforcing the role of systemic and social determinants and complementing the prevalent medical model and intraindividual perspective of mental health and well-being.

Practical implications

Adopting positive psychology to address mental health through public happiness concepts and interventions opens opportunities to respond to the ebb and flow of social challenges and life-giving opportunities. Therefore, the paper intends to articulate actor-related, relational, structural and cultural dimensions while moving away from discrete technocratic and individual models and pays attention to the way their implementations are aligned with both individual and social needs.

Social implications

The work offers an inclusive, equalitarian, politically sensitive approach to positive mental health and positive psychology, bringing forward a structural transformation and human rights-based approach perspective while rethinking the type of social and political solutions to mental health issues.

Originality/value

Creating a critically constructive debate vis-à-vis the fluidity and complexity of the social world, the paper examines mental health and positive psychology simultaneously from a “hardware” (institutions, infrastructures, services, systems, etc.) and a “software” (i.e. individuals and community/societal relations).

Details

Mental Health and Social Inclusion, vol. 27 no. 4
Type: Research Article
ISSN: 2042-8308

Keywords

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