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This chapter introduces the concept of “competency labor” and illustrates its important role in organizational life for both researchers and practitioners. In the contemporary workplace environment individuals face increasing expectations of competence. However, demonstrating competence is no simple task – rather, to demonstrate competence requires a concerted effort in terms of individuals’ affect, cognition, and behavior. Accordingly, new models are needed that can explain these emergent processes. The present work integrates the literatures related to emotional labor and impression management, and builds a theory-based framework for investigating the processes (affective, cognitive, and behavioral) of making desired impressions of competency at work and how these processes impact critical individual and organizational outcomes. Our conceptual model proposes how growing demands in the workplace for individuals to display competence affect how they think, feel, as well as act. In sum, our work advocates that a new research stream is needed to better understand the “competency labor” phenomenon and its theoretical as well as practical implications.

In general, software development work environments involve many different tasks and have high demands on efficiency and quality of performance at both individual and team levels, which depend on the competencies of employees. However, the literature does not provide satisfactory evidence as for the characteristics and competencies of individuals. Especially, the employers’ expectations of new graduates have not been investigated in detail for different work environments. The purpose of this paper is to examine employers’ expectancies regarding technical, personal and educational competencies among IT-graduated employees to provide a comparison between individual and team work settings.

A survey approach was used for this purpose, and the research model was tested using multiple regression.

The results revealed that significant diversity exists in individual and team work settings regarding employers’ expectations for new graduates’ competencies in terms of adapting to new software development methods and approaches, using time effectively and experience gained in undergraduate projects.

The results of this study will yield insight to computer-related departments in curriculum development by providing a comparison between the varying competencies required in individual and team work settings from the employer’s perspective. In the long run, the aim is to meet employers’ demands of the new graduates’ competencies, resulting in better individual and team performances in information technology companies, thereby leading to successful software development.

This monograph reports on the strategic and operational roles of learning and development (L&D) professionals in Irish, UK European and US organisations including multinational corporations, small to medium enterprises, the public sector and not for profit organisations. This paper aims to investigate the contextual factors influencing L&D roles in organisations, the strategic and operational roles that L&D professionals play in organisations, the competencies and career trajectories of L&D professionals, the perceptions of multiple internal stakeholders of the effectiveness of L&D roles and the relationships between context, L&D roles, competencies/expertise and perceived organisational effectiveness.

The study findings are based on the use of multiple methods. The authors gathered data from executives, senior managers, line managers, employee and L&D professionals using multiple methods: a survey (n = 440), Delphi study (n = 125) and semi-structured interviews (n = 30).

The analysis revealed that L&D professionals increasingly respond to a multiplicity of external and internal contextual influences and internal stakeholders perceived the effectiveness of L&D professionals differently with significant gaps in perceptions of what L&D contributes to organisational effectiveness. L&D professionals perform both strategic and operational roles in organisations and they progress through four career levels. Each L&D role and career level requires a distinct and unique set of foundational competencies and L&D expertise. The authors found that different contextual predictors were important in explaining the perceived effectiveness of L&D roles and the importance attached to different foundational competencies and areas of L&D expertise.

This is one of the few studies to have investigated the L&D professional role in organisations from the perspective of multiple stakeholders using multiple research methods.

Casting employers as customers, the purpose of this paper is to investigate the association between expectations, perceptions and disconfirmation beliefs with the satisfaction of employers regarding the competencies possessed by fresh engineering graduates hired by such employers in the Indian context.

Using data collected from 284 employers, the authors have hypothesized and examined a partial mediation model in which disconfirmation beliefs mediate the relationships between expectations and perceptions, and employer satisfaction. Furthermore, the authors have tested if this mediated relationship is moderated by the age and sex of respondents representing employers.

Results indicate that employers’ satisfaction can be explained from the framework of the expectancy-disconfirmation theory. Employers’ expectations and perceptions are established to be associated with employers’ satisfaction with new hires, and positive disconfirmation mediates these relationships. Results also indicate that age moderates the effect of predictor variables employers’ expectations and employers’ perception on the mediator disconfirmation. Sex, however, did not moderate any relationship.

The results demonstrate the usefulness of the expectancy-disconfirmation theory for studying employer satisfaction with competencies of recent engineering graduates in India. Findings are relevant to multiple stakeholders including employers hiring engineering graduates, engineers and technical institutions.

Expectancy-disconfirmation theory has been successfully applied to measure customer satisfaction in consumer behaviour research, while satisfaction of employers has been studied in the field of organizational behaviour. The paper stands out in the literature as one of its major implications is to extend the expectancy-disconfirmation theory to predict employers’ satisfaction.

The education and training of construction graduates are highly influenced by the higher education institutions which produced them and the relevant professional bodies, which set the competencies that guide both academic and industrial learning. Thus, it is important to ascertain what the key stakeholders perceive construction graduates should achieve in competencies. Construction is a practice-oriented collection of professions, thus, this research focussed on the quantity surveying (QS) profession that is responsible for cost control and management of construction projects, and accredited by the Royal Institution of Chartered Surveyors. The purpose of this paper is to identify and analyse the expected level of competencies attained by QS graduates, assess the industry perception of the achievement of competencies by QS graduates, and the ranking of competencies in the order of perceived importance.

The study adopted three different data gathering phases to include literature review, expert forum, and two surveys – industry and academia.

The research revealed unrealistically high expectations by the construction industry of QS graduates achieving a high level of competency in ten mandatory, seven core, and seven optional competencies. The research found that there were significant levels of dissatisfaction with the expected level of achievement of mandatory, core, and optional competencies by the QS graduates. Thus, a perception gap was identified between the academia and the industry.

This research will provide a benchmarking tool for curricula alignment for the construction degree programmes in higher education.

The identification of the exact nature of industry competencies requirements and any variations will assist the construction graduates to connect more effectively to the industry. These research findings confirm the need for continued expansion of curricula and diversification of pedagogies.

The purpose of the paper is to present the performance management process and the core competency frameworks of six Canadian public libraries. The core competencies that characterize the qualities for superior performance of library staff are described, as well as the way in which competencies are used throughout the performance management process and other related human resource functions.

A survey of 59 public libraries serving populations greater than 50,000 was undertaken. A total of six libraries reported using core competency frameworks for performance management purposes. Managers responsible for human resource functions were interviewed about the process of developing the competencies and the ways in which the competencies are used in their library systems.

The core competencies identified by the six public libraries are communication skills, interpersonal skills, customer service, analytical skills, accountability, adaptability, technological competence, planning and organizing skills, knowledge of the organization, creativity/innovation and leadership. Employees are evaluated against the core competencies in the performance appraisal process. Unsatisfactory performance in any competency requires an action plan to improve the necessary knowledge and skills.

The number of libraries which have implemented core competencies for performance management is very limited. Future research should examine whether competency‐based performance management has achieved the aim of improving performance.

The paper provides a useful overview of the concept of performance management and summarizes the strengths and weaknesses of competency‐based performance management.

The paper presents an overview of competency‐based performance management as implemented in six Canadian public libraries. The core competencies that characterize the qualities required for superior performance of library staff are described.

This chapter seeks to theoretically answer the question: under which circumstances do groups succeed under female leadership? Further, is it possible to conceptualize the engineering of groups such that group success under female leadership is a likely outcome?

In this chapter, I draw on identity control theory (Burke & Stets, 2009; Stets & Burke, 2005) and role congruity theory (Eagly, 2003) to discuss the implications for female leaders of the discrepancy between the female gender identity and the leader identity. Next, I draw upon status characteristics theory (Berger et al., 1972) to further illustrate the negative consequences of being a female leader. Then, drawing on group processes research, I make the explicit link between the negative expectations for female leaders on group performance through the endorsement of group members. Finally, I utilize innovative research using institutionalization of female leadership to propose a possible solution for improving group performance.

I present nine testable hypotheses ready for empirical test.

I propose that training materials underscoring the skills that females have as leaders can subvert the development of conflictual expectations facing female leaders, thus removing the deleterious effects on group performance. That is, if group members receive training that emphasizes the competencies and skills women bring to the group’s task and to the leadership role, then group performance will not be threatened.

This paper sets out to report on research that investigated hospitality managers' expectations of graduate skills and compared those expectations with student perceptions of what hospitality managers value.

The research adopted a generic skills framework and data were collected through a sample survey of 850 Australian hospitality managers and 211 undergraduate hospitality management students.

Managers rated skills associated with interpersonal, problem solving, and self‐management skill domains as most important while students appeared to have realistic perceptions of the skills that managers value when recruiting hospitality graduates. The most substantial areas of disagreement came in those skills associated with the conceptual and analytical domain. Industry managers tended to discount the skills in this domain relative to students.

The sample of managers used in this study were predominantly of Australian nationality and, in an increasingly global hospitality labor market, there may be some benefit in repeating this study with managers from different cultural backgrounds.

A number of strategies are proposed in the paper for bridging the expectation gaps and ensuring better learning outcomes for students and industry stakeholders.

In adopting the generic skills framework this research presents an alternative to previous studies that have used a management competencies framework. As such, it is of more immediate value to those responsible for designing undergraduate hospitality management curriculum who need to ensure that programs meet academic standards as well as industry and student expectations regarding the skill sets needed in the workplace.

This paper introduces a method by which researchers can assess the strength of their status manipulations in experimental research by comparing them against Monte Carlo simulated distributions that use aggregate Status Characteristics Theory (SCT) data.

This paper uses Monte Carlo methods to simulate the m and q parameter distributions and the proportion of stay (P(s)) score distributions for four commonly used status situations. It also presents findings from an experiment that highlight the processes by which researchers can utilize these simulated distributions in their assessment of novel status manipulations.

Findings indicate that implicitly relevant status manipulations have considerably more overlapping P(s) scores in the simulated distributions of high and low states of a status characteristic than explicitly relevant status manipulations. Findings also show that a novel status manipulation, the handedness manipulation, sufficiently creates high- and low-status differences in P(s) scores.

Future researchers can use these simulated distributions to plot the mean P(s) scores of each of their experimental conditions on the overlapping distribution for the corresponding status manipulation. Manipulations that produce scores that fall outside of the range of overlapping values are also likely to create status differences between conditions in other settings or populations.

Employees’ emotional competencies (EEC) are skills, based on emotional intelligence, used to perceive, understand and regulate customer emotions during a service encounter. In the context of service recovery, these skills are especially important and allow employees to influence consumers’ attitude and behaviours. The purpose of this study is to assess the direct and indirect impacts of EEC in post-recovery satisfaction, trust, word-of-mouth and repurchase intention, considering the moderating role of service (level of employee-customer contact) types.

A total of 355 customers who experienced a service failure and subsequent recovery were surveyed using a self-administered questionnaire. EEC was specified as a formative construct, determined by its perceiving, understanding and regulating dimensions. To measure EEC and its impact on selected outcomes, PLS-SEM was used. A multi-group analysis was performed to analyse the moderating role of service type.

Results confirm EEC as a formative construct, with a positive direct impact on post-recovery satisfaction, particularly in high-contact customized services. Findings also reveal the mediating role of satisfaction on selected outcomes, and the significant direct impact of EEC on trust, even when controlling for satisfaction.

EEC remains unexplored in the service recovery literature, and most research fails to understand how EEC role may vary given contextual differences. This study adopts a consumer perspective of EEC in the emotionally charged situation of service recovery, considering the moderating role of service type. The authors further contribute to both literature streams while examining the impact of EEC on post-recovery evaluations. Companies should consider these findings in the recruitment and training of front-line employees to develop better service recovery strategies.