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Article
Publication date: 19 January 2015

Angeli Santos, Michael J. Mustafa and Terk Chern Gwi

This study aims to examine the concepts of trait emotional intelligence (EI), emotional labour strategies and burnout among internal human resources (HR) service…

Abstract

Purpose

This study aims to examine the concepts of trait emotional intelligence (EI), emotional labour strategies and burnout among internal human resources (HR) service providers. It proposes a model to deepen our understanding of the processes explaining the protective effects of trait EI on employee burnout.

Design/methodology/approach

The present study comprises a sample of 143 HR professionals from a large Malaysian financial institution.

Findings

Results suggest that trait EI predicted personal- and work-related burnout but not client-related burnout. Trait EI was also found to be partly related to emotional labour (EL), exhibiting a negative relationship with surface acting but not with deep acting. While surface acting exhibited a significant relationship on all three forms of burnout, deep acting was only significantly related to client burnout. Moreover, mediation analyses revealed that surface acting partly mediated the relationship between EI and burnout.

Originality/value

This study examines the relationship between EI, EL and burnout in HR professionals. This study is the first in the literature to examine these relationships in the context of internal service providers and in a non-Western context. Our study enhances our understanding of the processes explaining the protective effects of trait EI on employee burnout in a non-Western context.

Details

Management Research Review, vol. 38 no. 1
Type: Research Article
ISSN: 2040-8269

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Article
Publication date: 4 April 2016

Angeli Santos, Michael Mustafa and Gwi Terk Chern

The purpose of this paper is to examine whether Malaysian HR professionals emotions regulation strategy mediates the relationship between their personality and burnout. To…

Abstract

Purpose

The purpose of this paper is to examine whether Malaysian HR professionals emotions regulation strategy mediates the relationship between their personality and burnout. To date few studies have examined such issues, especially among emerging Asian economies such as Malaysia.

Design/methodology/approach

A model linking the Big Five personality to emotions regulation (deep and surface acting (SA)) and burnout was tested using data from 136 employees from a large Malaysian financial institution.

Findings

Results indicate that the Big Five had different effects on burnout and emotion regulation. Only SA mediated the relationship between extroversion, emotional stability and openness on personal-related burnout and between extroversion and openness on work-related burnout.

Originality/value

The study represents one of the first attempts in the literature to explore how individual differences and emotions influence burnout among HR professionals. The study also addresses calls in the literature to further explore the role of emotions in the workplace in non-Western contexts.

Details

Asia-Pacific Journal of Business Administration, vol. 8 no. 1
Type: Research Article
ISSN: 1757-4323

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Article
Publication date: 20 October 2020

Constance Dumalanede, Kavita Hamza and Marielle Payaud

This study aims to highlight the processes that private organisations implement to improve access to health care services for low-income communities in Brazil.

Abstract

Purpose

This study aims to highlight the processes that private organisations implement to improve access to health care services for low-income communities in Brazil.

Design/methodology/approach

A qualitative research based on a comparative case study was conducted in São Paulo. A for-profit organisation and a not-for-profit one were compared to scrutinise how they adapt themselves to the social context they are embedded in; while improving their service accessibility.

Findings

Both kinds of organisations have succeeded to reach their goal of improving the access and reducing the time frame of health care services to low-income populations. Their initial business model (BM) makes them face their own challenges that they face with different strategies. It affects their way of communicating, their organisational culture, the patients’ expectations and their level of inclusiveness.

Research limitations/implications

The research is context-dependent because of the specific conditions of the health public system in Brazil. When shaping health care BMs, the national context must be taken into account and the service marketing components should be used to enhance patients’ value co-creation in the health care service delivery process.

Practical implications

The research gives insights to organisations that seek to adapt their BM to improve health-care access to low-income populations.

Social implications

Health-care access plays a key role in improving populations’ living conditions and reach one of the sustainable development goals of the United Nation.

Originality/value

Health care services access at the bottom of the pyramid remains under-studied. The paper brings value by comparing for-profit and non-profit organisations, which have the same social goal of improving health-care access to low-income populations while developing different practices to deal with their own challenges.

Details

Society and Business Review, vol. 15 no. 3
Type: Research Article
ISSN: 1746-5680

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Article
Publication date: 16 March 2015

Jannis Angelis and Henrik Jordahl

The study aims to compare management practices in private and publicly owned elderly care homes. The demands for cost-effective care combined with emphasis on client…

Abstract

Purpose

The study aims to compare management practices in private and publicly owned elderly care homes. The demands for cost-effective care combined with emphasis on client experience highlights the importance of appropriate management practices.

Design/methodology/approach

The study utilises a survey of 500 homes covering management practices on monitoring, performance management and staff development. These are highly correlated, allowing for treating the practices both in aggregate and individually in the analysis. Additional questions capture information on site and management conditions.

Findings

Management practices employed at the elderly care homes vary greatly, with high and low individual scores found in most homes. But private homes consistently score higher than public homes, especially when it comes to incentive practices. Also, elderly care homes of both ownership forms score at the top and bottom of each management practice. But looking at the average management score, there are fewer private homes that score really low and more private homes that score really high.

Practical implications

The results identify given characteristics and maturity of the various management practices employed to plan and control operations in the elderly care homes and provides managerial and staff insights into their use.

Originality/value

The application and impact of standard management practices has previously been limited in publicly funded services. Little is known about management practices in elderly care and whether the practices are associated with better performance.

Details

Measuring Business Excellence, vol. 19 no. 1
Type: Research Article
ISSN: 1368-3047

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Book part
Publication date: 7 July 2017

Abstract

Details

Knowledge Transfer to and within Tourism
Type: Book
ISBN: 978-1-78714-405-7

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Book part
Publication date: 30 December 2013

Salvador Anton Clavé

This chapter reflects upon the trajectory of research in the geography of tourism in Spain. It begins with a review, including the evolution of the main topics present in…

Abstract

This chapter reflects upon the trajectory of research in the geography of tourism in Spain. It begins with a review, including the evolution of the main topics present in the subdiscipline, with a special focus on developments since the 1990s. This is followed by an analysis of the current role and potential impact of academic tourism geography and a discussion on the recent growth in the publication of research results in international journals. Of importance are the institutional factors that explain the increasing recognition of research on the geography of tourism in Spain. Finally, the chapter discusses the hegemony of positivist approaches pivoting on land use, local and regional development, impact analysis, and landscape transformation, as well as the emerging links between Spanish tourism geography and the international mainstream schools of thought.

Details

Geographies of Tourism
Type: Book
ISBN: 978-1-78190-212-7

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Abstract

Details

Geographies of Tourism
Type: Book
ISBN: 978-1-78190-212-7

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Book part
Publication date: 30 December 2013

Jarkko Saarinen

Travel and tourism have had a long history in the Nordic countries, but research on tourism has a relatively short tradition in the region. Recently, academic interest in…

Abstract

Travel and tourism have had a long history in the Nordic countries, but research on tourism has a relatively short tradition in the region. Recently, academic interest in the Nordic tourism space has grown and diversified especially as a result of increasing numbers of academics and institutions involved with tourism geographies and studies and education in the region. The Nordic context has provided thematic focus areas for empirical studies that characterize tourism geographies in the region, with topics including nature-based tourism, utilization of wilderness areas, second-home and rural developments, impacts in peripheries, and tourism as a tool for regional development. In addition, there are emerging research themes outside of the traditional core topics, such as urban, events, and heritage tourism.

Details

Geographies of Tourism
Type: Book
ISBN: 978-1-78190-212-7

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Book part
Publication date: 30 December 2013

Nicolai Scherle and Hans Hopfinger

This chapter aims to familiarize the reader with some of the important aspects of tourism geography in the German-speaking countries. It starts with a primarily…

Abstract

This chapter aims to familiarize the reader with some of the important aspects of tourism geography in the German-speaking countries. It starts with a primarily historical-genetic perspective on tourism development and the theoretical traditions associated with them. The second section describes the structure of the discipline, with a focus on the institutionalization of the field in the universities including their research specialization. The chapter maintains that tourism geography plays a marginal role compared with other subdisciplines of geography, though this is reflected primarily in its institutionalization and less so in the research undertaken. The last section deals with the current challenges and future prospects in German-speaking geographies of tourism from a problem-centered perspective.

Details

Geographies of Tourism
Type: Book
ISBN: 978-1-78190-212-7

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Book part
Publication date: 30 December 2013

Alessia Mariotti

This chapter discusses the main research interests and outputs in the various branches of geography that have influenced the study of tourism from a geographical…

Abstract

This chapter discusses the main research interests and outputs in the various branches of geography that have influenced the study of tourism from a geographical perspective. It argues that the idiographic tradition has been transversal throughout, leading to the growing interest for tourism within the geography academic community in the last 10 years. There is a focus on the birth of specific research groups, mainly related to a constellation of new university curricula on tourism and—with few exceptions of territorial tradition—to an intermittent availability of public research funds. The chapter concludes with a more general picture of the place of tourism within the geography discipline in Italy and of evolving trends in terms of research results, dissemination, and evaluation.

Details

Geographies of Tourism
Type: Book
ISBN: 978-1-78190-212-7

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