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This paper compares the family characteristics and work cultures of family businesses in Anglo, Southern Asia, and Confucian Asia cultures. Using the GLO BE classification and findings, the Anglo cluster of nations is distinguished by its strong performance orientation but weak family orientation. The Confucian Asian cluster is characterized by a strong performance and family orientation, and strong institutional collectivism. The Southern Asia cluster is distinguished by a strong family and humane orientation – a hallmark of its deep community orientation. Results indicate differing patterns in terms of the involvement of the family in the family business and other key organizational dimensions, although all three cultures share contextual embeddedness. The two Asian regions are similar only in terms of their high operational resiliency and business longevity, in contrast with the Anglo region, which is more moderate. For academicians, results suggest opportunities for examination of the impact of cultural and contextual differences on the relevance of prevailing theories of family business; for practitioners, results provide insights for global family business practice.

Research on the commitment to customer service (CCS) typically considers either trainable behavior or external stimuli such as financial incentives vital to CCS. Utilizing the cultural context of Confucian Asia, this study proposes a novel approach that shifts the focus towards the antecedents of the informal institutional environment.

This research considers four informal institutions typical for Confucian Asia about their influence on CCS: power distance, perceived individual independence, openness to change, and informal network ties. Hypotheses are tested in a structural equation model using data obtained from a South Korean subject pool.

Results show that informal institutions like power distance and network ties, and mediators like perceived individual independence and openness to change are positively related to CCS. Power distance and network ties also have a direct positive effect on openness to change. Moreover, power distance negatively affects perceived individual independence.

The authors' findings contribute to the service management literature by showing that a given CCS of service employees can be explained by antecedents of the company's informal institutional environment.

From a human resource perspective, the informal institutional environment should be taken into account when establishing a supporting organizational culture and designing management training programs.

This research introduces the institutional view to services management research, focusing on the role that informal institutions play. In particular, factors like power distance and network ties that influence CCS are tested for the first time.

The purpose of this paper is to select the best model among alternative models explaining the relationship maintenance in mediation.

Four alternative models are employed in order to select best fit model through the test of each construct using Korean and Indonesian firm data.

The settlement model out of four alternative models is the best fit model in both Korea and Indonesia. The nexus of experience-settlement is not similar between Korea and Indonesia. The nexus of cost-saving-settlement is similar between two countries.

The field manager and policy maker get useful information from the findings. In particular, Korea and Indonesia belong to different cultural clusters.

This study contributes to the mediation literature through the suggestion of hypothesized model of relationship maintenance intention in mediation.

An essential part of any customer experience management strategy is providing a seamless experience. One of the roadblocks, often a recurring barrier, is the presence of silos. Many people see corporate silos as a function of the organisational structure. But that is only one part of the problem. Influencing siloed mindsets across the length and breadth of the organisation is probably a more significant challenge. The siloed structure and mindset together impact the culture of the organisation that, in turn, affects their quality of customer experience management. This chapter covers the essential aspects of understanding the meaning of silos, including a historical, cultural and organisational perspective on what creates silos. While silos are inevitable, their adverse consequences are not. This chapter provides directions on how to overcome the adverse aspects of silos, thereby enabling better management of customer experiences. Multiple examples, from a customer as well as an organisation point of view, are used to highlight this dimension. The chapter also covers the role of a leader in breaking a silo culture and enabling successful application of various strategies for customer experience management.

This paper aims to examine the distinctiveness of South Korean social enterprises from a historical institutionalism perspective. From this perspective, the author focuses on the proactive roles played by the government in the process of emergence and formulation of social enterprises in South Korea. The author roots this paper in the concept of the developmental state and examines how this concept applies to newly emerging social enterprises in South Korea.

This paper first introduces the process of South Korean social enterprises’ emergence as an independent phenomenon. The author explains the process with a link to governmental actions, such as the introduction of public programs and government acts. Second, this paper introduces the concept of developmental state which captures the proactive role of the state in social, economic and political development in South Korea. Third, this paper applies the institutional framework proposed by Kerlin (2013) to see how the South Korean social enterprise model can be located from a comparative perspective and how the South Korean model can contribute to the expansion of the existing framework.

This paper finds that the state involvement in South Korea is a reflection of the historical path of the developmental state. The cross-comparison of South Korean social enterprises from a historical institutionalist approach finds that the South Korean case may contribute to the ongoing scholarly debate by suggesting taking a Weberian ideal type of an interventionist state into account for an extension of the proposed framework. This paper also uncovered the strategic approach of the South Korean Government in utilizing this public policy tool by adopting and combining existing social enterprise models.

This paper demonstrates the state’s intents to mobilize economic and societal resources as public policy intervention tools, which can be understood from a developmental state context. This role would be distinct when compared to those in Europe and the USA. This paper has a limitation to restrict its analytical scope to formally recognized social enterprises because it focuses on the role of the state in utilizing social enterprises for public policy agenda: social development and social welfare provision.

As a practical implication, this study might provide an insightful framework for South Korean public policy makers, outlining the contributions and limitations of state-led public policies associated with social enterprises. As seen in the historical path of governmental interventions, governmental public policies do not necessarily guarantee their sustainable community impacts without the consideration of private or nonprofit actors’ spontaneous involvements. The flip side of state-led interventions requires policy makers to become more cautious, as they address social problems with public policy intents.

The majority of current studies on social enterprises in South Korea mainly focus on reporting the quantitative increase in the number of registered social enterprises. Beyond this quantitative description of its achievement, this paper also provides a historical narration and philosophical background of this phenomenon. Additionally, it shows how this artificial government intervention in social enterprises could be accepted from a historical perspective and brought remarkable responses from the private and civil society sectors in South Korea.

This chapter aims to consider workplace spirituality from a cross-cultural perspective. The terms workplace spirituality and culture are so intangible, and both start with the attitude and behavior of humans but are meaningful in a community. Because of the constraint of understanding these abstract settings, it is necessary to define and specify the dimensions of both concepts to achieve the aim of this chapter. In this regard, the section starts with the conceptuality of workplace spirituality and the dimensions of the term, which cumulate at individual, group, and organizational levels. It goes with the part of cultural dimensions in the light of Hofstede's (2001) direction, Chhokar, Brodbeck, and House's (2007) extension, and Sharma's (2010) derivation of cultural dimensions for national, organizational, and individual levels, respectively. After joining the dots, the chapter focuses on one of the most sacred research areas for academic literature, cross-cultural differences, and workplace spirituality. The last part of the chapter is the conclusion to point to final notes about the concepts and help guide future studies.

This study compares multi-rater leadership evaluations of 1,748 executives in 10 national clusters to determine whether leaders in the East and West display different global leadership behavioral patterns. Data were collected via the Global Executive Leadership Inventory (GELI), which measures 12 dimensions of global leadership behaviors. The 360-degree GELI also provided feedback data from the executives’ 13,166 superiors, peers, and subordinates. Based on multilevel modeling analysis of self-ratings and observer ratings, findings indicated that the executives generally display similar patterns of global leadership behavior, but there are significant cultural differences on some leadership dimensions.

Comparative cultural closeness between Canada and the U.S. established in part by the Hofstede (1980) study continues to influence some business research efforts that assume cultural parity between the two nations. Sampling business professionals, evidence emerges that cautions assuming cultural parity between Canada and the U.S. based on typical and selected Anglo culture type dimensions. Contributing as an updated empirical test of the Anglo culture type assumption between the two nations, uncertainty avoidance was higher in the U.S. sample and varied more by country than by individual characteristics or by an indication of professional discipline type.

The purpose of this paper is to investigate the varying ideologies guiding the cultural dimensions of family business and to examine the cultural sensitivity of these varying ideologies.

The research relies upon the CASE framework of nine cultural dimensions of family business. First, the literature pertaining to varying ideologies associated with each of the family business cultural dimensions is reviewed to form a conceptual analysis. Second, hypotheses are generated regarding the anticipated relationships between the two major dimensions of societal culture (power distance and in‐group collectivism) and the nine family business cultural dimensions. Data from the GLOBE program and the CASE project are then used to conduct non‐parametric tests.

The nine family business dimensions are shown as ideologies intersecting three systems of family business (family, business and social) and three social interaction elements (structural, relational and cognitive). Empirical support is found for the cultural sensitivity of the family business dimensions, in terms of the two major societal culture characteristics (power distance and in‐group collectivism).

This work provides insights into a broader conceptualization of family business in an increasingly global context. By virtue of the cultures in which they are formed, nurtured, and grow, family firms are influenced by a number of ideologies. Ideological differences – both quantitative and qualitative – mean that the forms and formats of family businesses also differ, as a reflection of their ideological and cultural underpinnings. In particular, it is useful to consider how family businesses differ, depending on their proportional support for the family, business and social system ideologies.