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This research aims to grasp hotel guests' motives and potential benefits sought when interacting with other guests, service personnel and residents and examines how these benefits can contribute to the total guest experience.

Mixed methods are adopted for the purpose of this study comprising individual interviews and a questionnaire survey.

Five groups of advantages emerge from individual interviews, including friendliness in interaction, social benefits, information acquisition, curiosity gratification and hospitality services. In the survey, which gathers 326 questionnaires, this study reveals that the five types of benefits derived from hotel guests' interactions could be further categorized into two dimensions: civility (e.g. friendliness and social) and utility (e.g. information, curiosity and service). The study confirms that four out of five potential or expected benefits from this personal interaction is significantly associated with the total hotel experience.

Respondents of this study are culturally homogenous; as a result, multi-cultural settings should be considered for future research.

Tourism and hospitality literature on people's interaction is mostly center around social aspects of interaction. The current study comprehensively explores all expected utilities of interaction, occurring in all sorts of interactions (e.g. customer-to-resident and customer-to-service personnel). Specifically, the findings of this study uncover the underlying factors which prompt the tourists to interact with other people in a lodging setting and examine the relative importance of those underlying factors to the total lodging experiences.

The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.

The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155 articles. To ensure inclusion of high-quality research, the authors screened articles from 139 journals with “4” or “4*” ratings on the 2021 Chartered Association of Business Schools (ABS) journal list, in addition to articles published in three service sector-specific journals: Journal of Service Management, Journal of Services Marketing and Journal of Service Theory and Practice.

The authors' co-citation analysis identified four distinct clusters within the dyadic service encounter literature: (1) shaping and explaining service encounters; (2) emotions in service work; (3) modeling, manipulating and measuring encounter service quality and (4) emotional labor and regulation in dyadic service encounters. Furthermore, the authors' bibliographic coupling analysis generated three research clusters: (1) service encounter characteristics; (2) emotions and emotional labor and (3) service encounter interaction content.

The authors' comprehensive review synthesizes knowledge, summarizing similarities among research clusters within the service encounter realm. Noteworthy are research clusters that clarify the emotion-based underpinnings and reciprocal nature of behaviors and emotions within dyadic encounters. By conducting complementary bibliometric analyses, the authors trace the evolution of the service encounter literature, providing an overview of the present state of dyadic service encounter research. These analyses offer valuable insights into the current landscape of the field, identifying future dyadic service encounter research opportunities.

Bullying affects at least one-third of the workers through either direct exposure or witnessing, both of which lead to compromised health, and as a result, reduced organizational effectiveness or productivity. However, there is very little evidence that organisations provide effective protection from bullying, and in fact, the converse appears to the case. The purpose of this paper to explore the role of both individual and organisational power in the creation and maintenance of the problem. Such an approach moves away from the specific practice of identifying “bullying” that typically engages targets and perpetrators in a dance that is really just around the edges (Sullivan, 2008) of a larger problem; a culture that permits the abuse of power and ill-treatment of workers, in both practices and through organisational politics.

This paper elucidates key problems with organisational response as identified in the literature and critically examines weak organisational response to workplace bullying using the power theory, arguing that while overt approaches to addressing bullying appear to be underpinned by a simplistic, functionalist understanding of power, practices on the ground are better explained by more sophisticated “second-dimension” theorists.

There is a need for organisations to move beyond the current individualistic understanding of bullying towards a more nuanced understanding of how anti-bullying policies and procedures are themselves an exercise in institutional power protecting and reinforcing dominant power structures.

The literature from which this paper is drawn is limited to studies published in English.

The authors advocate a realistic assessment of the role of both individual and organisational power in the creation and maintenance of workplace bullying, as a way forward to plan appropriate intervention.

Workplace bullying is problematic for organisations at several levels, and therefore for society.

That power is relevant to workplace bullying has been apparent since the work of Brodsky in 1976 and Einarsen's early work, this paper builds on a the more nuanced work of McKay (2014), D'Cruz and Noronha (2009), Liefooghe and MacDavey's (2010) and Hutchinson et al. (2010), exploring the organisational response to the raising of bullying issues by individual employees as an exercise of power.

The idea that user comments on journalistic articles would help to increase the quality of the media has long been greeted with enthusiasm. By now, however, these high hopes have mostly evaporated. Practical experience has shown that user participation does not automatically lead to better journalism but may also result in hate speech and systematic trolling – thus having a dysfunctional impact on journalistic actors. Although empirical journalism research has made it possible to describe various kinds of disruptive follow-up communication on journalistic platforms, it has not yet succeeded in explaining what exactly drives certain users to indulge in flaming and trolling. This paper intends to fill this gap.

It does so on the basis of problem-centered interviews with media users who regularly publish negative comments on news websites.

The evaluation allows for a nuanced view on current phenomena of dysfunctional follow-up communication on journalistic news sites. It shows that the typical “troll” does not exist. Instead, it seems to be more appropriate to differentiate disruptive commenters according to their varying backgrounds and motives. Quite often, the interviewed users display a distinct political (or other) devotion to a certain cause that rather makes them appear as “warriors of faith.” However, they are united in their dissatisfaction with the quality of the (mass) media, which they attack critically and often with a harsh tone.

The study reflects these differences by developing a typology of dysfunctional online commenters. By helping to understand their aims and intentions, it contributes to the development of sustainable strategies for stimulating constructive user participation in a post-truth age.

This paper examines the decline of the largest working parliamentary democracy in India overtime, but accelerating since 2014 as the Bharatiya Janata Party (BJP), under the leadership of Prime Minister Narendra Modi at the Center (as the federal government is commonly known).

It is eclectic. Original constitution, along with commentaries, are studied. News outlets, government pronouncements, journal articles, and other media outlets — electronic and print — are also sourced.

The findings show how three important features in democracy — elections and their outcomes, control of information, and suppression of dissent are widely used to undermine constitutional democracy.

Democracy can be undermined without altering the Constitution itself. It also explains the irony of Modi’s popularity, given the undemocratic practices. As he may continue in office for some time to come, commanding a log-rolling majority, the need of the hour is a united, constructive and effective opposition to ensure a healthy working democracy.

The purpose of this paper is to identify the characteristics of Brazilian personality, associating them with the cordial man of the book Raízes do Brasil (Roots of Brazil). In addition, it aims to present an agenda for future management studies, suggesting works in several managerial areas which may be influenced by traits of the Brazilian personality.

A systematic review of studies on Brazil’s image was developed, so that it was possible to identify the main characteristics of the Brazilian personality. The main personality traits found were compared to those identified in the cordial man, from the book Raízes do Brasil.

The results indicate the main traits of Brazilians’ personality: sensual, cunning, cheerful, creative, hospitable, friendly and cordial. These traits are directly related to cordiality, mentioned in some studies, and also indirectly through words alluding to the character of the cordial man. These traits are related to the Brazilians image abroad and have created a confused image of Brazil.

Regarding the theoretical contribution, the future studies agenda presented suggests the development of papers that relate Brazilians’ personality traits to other areas besides tourism, such as negotiation, organizational culture, exports, foreign direct investment, talent attraction and public diplomacy.

This study indicated that in practice, the Brazilian Government should develop marketing actions to promote a more consistent image of Brazil, reinforcing its positive aspects and creating new associations that allow Brazil to bring not only tourists but also residents, companies and investors for the country. These positive aspects, regarding the country citizens, can be their affability, hospitality, extraversion and generosity, which can improve the foreigners’ impressions on Brazil.

The originality of the study is to relate the concept of cordial man to the Brazilian people, showing the main features of their personality and also in the elaboration of an agenda indicating suggestions for future studies that relate the personality traits of Brazilian people with other areas.

The purpose of this conceptual paper is to trigger a transcendental concern toward building the spiritual capital (SC) particularly focused on the highly relevant domain of work. In doing so, this conceptual framework focuses on potential antecedents and outcomes of the SC.

Such an endeavor is premised on the Christian's teaching that advocates the need for gathering spiritual treasures (i.e. capital). Secondly, the foray into Spiritism Doctrine (SD) literature is due to the fact that this doctrine considers the spiritual construct as the cornerstone of its principles and tenets. Thirdly, it also examines the related perceptions and approaches from the fields of positive psychology, positive organizational scholarship, workplace spirituality and psychology of religion.

The model invites the individual to capitalize on salient virtues and remarkable human qualities so as to build a SC, namely: humility, compassion, forgiveness, empathy, positive emotions, connections/relationships and sense of cooperation. Finally, it is envisaged that the attempt to create a SC may lead the individual to a feeling of well-being and more resilience at work.

At last, the implications to develop a SC in the context of work are sizeable. After all, it implies to add more concerns to one's career much beyond those strictly functional or professional ones. Rather, it means to regard the work domain through unusual lens.

By bringing the conceptual framework of SC to the forefront of management, spirituality and religion studies through an interdisciplinary approach showed that it is not an elusive or mythical topic. On the contrary, this analysis revealed that this is a serious and surprisingly neglected issue that deserves further attention in light of the benefits that it can potentially yield.

This paper aims to propose that a Jesuit education can create leaders who can respond responsibly to modern challenges. It is observed that there remains a lacuna in education due to various reasons that fail to penetrate the hearts and minds of students who come only to earn their degrees. Today’s education fails to give students experiences whereby they can understand the poor and the oppressed. Here, the Jesuit education system offers a road map of how a bridge can be built, which can tie up the two ends of rigorous academic and social concern.

The emic observation was employed to corroborate the claim. The researcher is a Jesuit himself who has personal experience of the culture of Jesuit education and does research in the seminal field. The co-author is a Jesuit-run business school professor who knows Jesuit ethos, tradition and their apostolic thrust.

Frequently students join the educational institute, with their minds fixed on which school could provide them with a passport for better jobs with better pay and perks. Resentment is seen in their attitude when something is talked about the responsibility of taking care of the people at the margins of society. Social involvement and responsibility are seen as work done only by a social worker and activist. Also, it is witnessed that tokenism is considered as sufficient work done by the privileged classes. Against this backdrop, Jesuit education has various policies and protocols to ensure that those who graduate from their schools become leaders with a blend of human values, academic excellence and social conscience.

The underpinning conclusions are to introduce the unique characteristics of the “Jesuit education system”, which gives fresh impetus to renewal, innovation and re-imagination that our academics or industry require during this change of epoch that we experience today, after COVID-19.

Historians of technology have for the past decade begun to recognize the important role that technology plays in nation-building. From the development of the steam locomotive in Britain in the early 19th century that was integral to the Industrial Revolution to America’s emphasis on its technological progressiveness in its national narratives in the 20th century, studies have shown that the history of technology is necessarily the history of nations as well. While the majority of previous research focuses primarily on Western nations (and unsurprisingly so, considering that a greater proportion of technological advancements have happened in these countries in the recent past centuries), less have studied how other countries have dealt with the rise of modern technologies in the development and maintenance of their national identity. This paper seeks to expand the critical scope by examining Brunei’s stance on technology in the 1960s – just after the 1959 Constitution was established declaring the nation an independent, sovereign Sultanate – a time when Brunei was still in the early stages of defining its own identity. I propose that Brunei used modern technologies in order to further solidify its Muslim identity as a response to modernization and globalization, which is distinct to many previously-studied countries that focus more on boosting their military and/or industrial prowess. Brunei’s approach, then, notably counters oft-perceived contradictions between religion and technology. This study will focus on Brunei’s first film, Gema Dari Menara (1968), which was tellingly commissioned by the Religious Affairs Department, and will examine the portrayal of modern technologies that seek to break the binary between religion and modernity to show an image of Islam that is compatible with a developing Brunei.

Similar to religion, spirituality is considered a private affair along with issues of faith, hope, and love (Palmer, 1998). American public education has been reluctant to address such issues due to our cultural norm of “separation of church and state” (Love and Talbot, 2000, p. 1) yet the American Council for Education calls upon higher education to provide students ways to explore their personal values, world beliefs, and spirituality (Chickering et al., 2006; Dalton and Crosby, 2006). As such, the purpose of this paper is to explore student leaders’ perspectives on how leadership development activities influenced their sense of spirituality.

A qualitative case study design was used to explore responses from ten student leaders who completed a leadership development program in the Spring 2015 at a public four-year institution. As part of the leadership development program, students were paired a peer mentor while they completed leadership workshops, a reflection paper, self-assessment, and an ongoing community service project painting murals with individuals who have intellectual disabilities. Participants were from various majors and religious backgrounds and had completed the leadership development program two months prior to their participation in this study.

Findings revealed that leadership workshops, self-assessment, reflections, peer-to-peer mentorship, and an ongoing shared community service project, influenced students’ perspectives of spirituality and their leadership identity. Student leaders both did and did not differentiate the developmental process of leadership from the spiritual development process, defining both as cognitive and emotional development deeply grounded in self-awareness. Study participants shared that through self-reflection, developing their inter and intra personal skills through conducting service, shaped their understanding of their spiritual identity and developed their sense of self.

Study results are not generalizable but provide insight into the experiences and perceptions of student leaders on two hard-to-define topics: spirituality and leadership. The order of the interview questions may have influenced the thought process leading up to student’s responses connecting spirituality and leadership concepts. Another limitation is that the leadership activities were designed and coordinated by the lead investigator. Hence, there may be findings that were influenced by the investigators’ personal beliefs about leadership. Study participants may have also felt more comfortable discussing their beliefs about spirituality because of their familiarity with the lead investigator.

Results support the notion that non-faith based public institutions may intentionally support the spiritual development of students through the context of leadership development program activities. Approaching spiritual and leadership development through Baxter Magolda’s (2009) theory of self-authorship allows students to experience new activities coupled with personal self-reflection, to deepen their self-understanding, compassion for others, and self-awareness. This learning is an ongoing process that expands as students engage in contemplative practices such as mindfulness training provided through leadership workshops, self-reflection, and peer-to-peer interactions and self-assessment.

This case study illustrates that intentionally designed and implemented leadership development programs may cultivate both the spiritual and leadership identities and behaviors of students. Also, this study reveals that spirituality and leadership are not mutually exclusive processes because both are deeply rooted in connecting to our community, connecting to our greater purpose and our higher consciousness about who we are and how we treat others. Hence, this work may support educators develop more compassionate and empathetic students who are agents of positive social change.

This qualitative case study suggests a new framework for public institutions to support students’ leadership and spiritual development through the theoretical framework of self-authorship. As such, educators can stop being fearful about discussing religion, spirituality, and matters of the heart if they use this framework to design leadership developmental activities.