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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.

An underlying assumption in the shared mental model (SMM) literature is that SMMs improve whilst team members work together for longer. However, whether dyad members indeed have higher perceived SMMs with higher shared tenure has not been explored. This study aims to, therefore, firstly, investigate this idea, and we do so by focusing on perceived SMMs at the dyadic level. Secondly, because in today’s fast-paced world perceived SMMs often need to be built quickly for dyads to perform, we assess if goal interdependence can reduce the dyadic tenure required for higher perceived SMM similarity. Thirdly, we analyse if these processes are related to dyadic performance.

We collected a dual-source sample of 88 leader–member dyads across various industries. We conducted PROCESS analyses to test their first-stage moderated mediation model.

Results showed that dyadic tenure was positively related to perceived SMM similarity, and that goal interdependence moderated this relationship. Additionally, perceived SMM similarity mediated the relationship between dyadic tenure and dyadic performance. Lastly, the overall moderated mediation model was supported.

We contribute to the perceived SMM literature by: investigating perceived SMMs in dyads, testing a key idea regarding the influence of dyadic tenure on perceived SMMs and investigating how goal interdependence may prompt perceived SMM similarity earlier in dyadic tenure and, ultimately, improve dyadic performance.

Congruence serves as a key framework in many leader–follower dyad theories. This paper aims to introduce polynomial regression analysis with response surface methodology (PRA with RSM) as a statistical technique for investigating research questions concerning leader–follower dyadic relationships in the hospitality context.

First, this paper illustrates the necessity of applying PRA with RSM to more effectively address the research issues related to leader–follower dyadic relationships. Next, this paper presents an overview and the key concepts of PRA with RSM. Critical issues that need to be noted and two recent hospitality leadership studies that have used PRA with RSM are discussed. Third, an empirical example in the hotel context is provided to illustrate the application of PRA with RSM.

By applying this methodology to the study of hospitality leader–follower dyadic relationships, researchers will be able to address a range of topics related to dyadic theory, such as leader–member exchange and value congruence.

PRA with RSM reveals that congruence effects vary within leader–follower dyads. Industry professionals can promote a better leader–follower fit by incorporating dyadic surveys to understand mutual agreement and perceptions regarding same-workplace phenomena.

The paper addresses the misalignment between leader–follower dyadic theory and the methodology used in hospitality leadership studies.

The paper analyzes how the goal-setting of two individuals or social units A and B determines the utilities, which the two parties can gain in a dyadic interaction.

The analysis is based on a dyadic utility space representing the utilities of A and B along the x and y axis, respectively. In this space the goal-orientation of an individual action is mapped with a vector, where its angle shows the combination of utilities of A and B aimed at, and the length corresponds to the strength of an action.

Analyzing actions of A and responses of B in the dyadic utility space allows (a) calculating single and joint utilities, (b) identifying the narrow range of equal utility for both and (c) identifying four vectors for maximizing different combinations of utility. Studying combinations of these four vectors in a 4 × 4 ‘Interaction - Utility Matrix’ shows how the goal-setting of A for a prime action widely predetermines, before a response of B, the realizable dyadic utility for both.

The dyadic utility space allows illustrating any dyadic interaction: It shows all possible dyadic “payoffs” investigated in game theory; it allows studying repeated exchange and resulting accumulation of utility; it allows mapping power relations.

The paper shows the interrelation between cybernetic principles of control, goal-orientated human behavior and the utility concept of social sciences. And it allows rejecting Adam Smith’s 18th myth of an “invisible hand”.

This study aims to investigate how and to what extent structural network properties affect dyadic negotiation behavior in tourism destination ecosystems. Specifically, this study addresses negotiation behavior in terms of problem-solving and contending, because these two key strategies reflect the integrative and distributive aspects of dyadic interactions.

This study relies on network data and dyadic survey data from nine mountain tourism destinations in Southeastern Norway. The structural network properties the authors research are triadic closure – the extent to which a dyad has common ties to other actors – and structural equivalence – the similarities in networking patterns that capture firms’ competition for similar resources. In addition, the authors also study a possible effect of relationship duration on negotiation behavior.

Triadic closure and relationship duration have positive effects on problem-solving, and structural equivalence tends to decrease problem-solving, although the effect is inconsistent; none of these three independent variables was found to affect contending negotiation behavior.

This study shows that a dyad’s structural network embeddedness has implications for negotiation behavior. Further research is encouraged to develop this theoretical perspective.

This study is a pioneering investigation of how structural network properties affect dyadic negotiation behavior in ongoing coproducing relationships in real-world destination ecosystems.

This paper aims to examine the idea that an individual’s attitudes and beliefs toward change depend on the quality of the dyadic relationships formed through his/her ego network. Specifically, the focus of the research question is to test if an individual with high quality dyadic ties to others who have a favorable outlook on change will also have a favorable outlook on change.

The research sample consisted of 100 full-time hotel employees working in six city hotels located in Thessaloniki, Greece. To test the research question, three approaches were used including: a descriptive social network analysis (SNA), multiple regression and homophily testing based on Moran and Geary autocorrelations.

Even though the SNA provided some valuable findings on the way structures and tie quality connected the participants, the results from the regression analysis and homophily testing indicated a lack of a positive relationship linking dyadic ties and behavioral intention toward change suggesting that dyadic ties do not influence behavioral intentions in a way that can be considered favorable to change.

Managers need to be aware that employees’ network relationship quality at the dyadic level is insufficient to create a supportive environment toward change. Therefore, dyadic ties significant contribution through SNA is the identification of power centers, influential people, interdepartmental links and interdependencies necessary to disseminate the change message and build sustainable momentum.

The limited number of prior empirical studies have thus far approached relationship quality as a concept composed of either emotional, psychological or technical features. This study differs by adopting the dimensions of tangibles, empathy, responsiveness, reliability and assurance existing in the TERRA model and by determining whether the dyadic tie quality positively impacts individual behavior toward change through the employment of a tripartite examination to strengthen the validation of similarities or differences in the results.

Literature on strategic alliances (SAs) is large, diverse and growing. It needs synthesis and analysis for application and further research. Authors have also underlined the need for studies covering differences in structuring, situational application and management of alliances. This systematic literature review aims to cover dyadic, network and ecosystem (DNE) alliances with theory, context, characteristics and methodology (TCCM) methodology covering the life cycle stages of an alliance (pre-formation, formation and management) to uncover insights which inform practice and guide further research on this important subject.

This paper follows systematic literature review (SLR) methodology for research design and article selection and TCCM methodology for analysis. It also analyses the literature on DNE alliances using a nine-box matrix with DNE alliance forming one axis and three alliance lifecycle stages of pre-formation (alliance objectives), formation (alliance design and operationalisation) and post formation (alliance management) stages along the other axis.

Analysis indicates focus on individual firms and their own customer value proposition (CVP) in the dyadic and network alliances. Industries with fast-paced technological change benefit from loosely coupled alliances. Social context and social exchanges leading to collaboration and collective strengths mark network alliances, with a focus on knowledge creation and dissemination. Ecosystems focus on a collective CVP, which guides alliance behaviour. Ecosystem leadership guides this purpose through governance for sustained competitiveness. Negative consequences (dark side) of alliances can be mitigated by careful design, formation and management of DNE alliances.

While literature has focussed on static view of alliances in their industry or social context, this literature review analyses alliances along the dyadic, network and ecosystem typology, thus providing a new lens to study alliances. The review also recognises that alliances evolve over their life-cycle stages and observes their progression through their lifecycle stages aids for fuller comprehension of their behaviour. Areas for future research in structuring, leadership, value co-creation and technological change set an agenda for future research.

Dynamic managerial capabilities are drivers of alliance performance. The analysis using the nine-box matrix allows managers to better appreciate the options that exist and the consequences of their actions. Situating their alliance in the appropriate box can allow managers better plan, operationalise and manage their own alliances.

This systematic review compares and contrasts DNE alliances in extant literature and through their lifecycle stages. Insights from TCCM analysis and the nine-box matrix provide unique contribution to both theory and practice in this large and growing domain.

This study aims to widen the understanding of how remote work shapes the feedback environment by examining the perceptions of leaders and subordinates of daily, dyadic feedback interactions. The emphasis is on understanding how reciprocity within leader-member exchange (LMX) relationships manifests and how it influences the feedback dynamics.

Template analysis of a qualitative data set consisting of 81 semi-structured interviews with leaders (n = 29) and remote working subordinates (n = 52) was performed.

Drawing on the theoretical frameworks of the feedback environment and the leader-member exchange, the findings demonstrate the imbalance between the efforts of leaders and subordinates in building and maintaining a favourable feedback environment in the remote work context. The results of this study highlight the importance of the dyadic nature of feedback interactions, calling for a more proactive role from subordinates.

Given the estimation that the COVID-19 pandemic has permanently changed the way organizations work, leaders, subordinates and HR practitioners will benefit from advancing their understanding of the characteristics of dyadic, daily feedback interaction in remote work.

Qualitative research on feedback and leader-member exchange interactions in remote work that combines the perceptions of leaders and subordinates is sparse.

As buyers and suppliers seek to create value, they face the challenge of creating an environment that promotes coordination and information sharing and discourages opportunism. While the literature suggested dyadic mechanisms to create such an environment, this study focuses on ties beyond the buyer–supplier dyad. Specifically, close connections to one's partner's partners (CPP) are crucial in the realization of benefits for buyers and suppliers.

Drawing from embeddedness theory and governance theory, the authors developed a contingency framework to examine when CPP are beneficial or counterproductive considering two dyadic attributes – relational capital (RC) and partner dependence. Analyses were conducted using data from a dyadic survey complemented with archival data on 106 buyer–supplier relationships (BSRs).

The study reveals that CPP both help and hurt in the realization of benefits. Stark asymmetries exist between the impact of CPP on the buyer and supplier sides. For buyers, CPP exert a direct positive effect on operational and innovation benefits. For suppliers, the effect of CPP on operational and innovation benefits is contingent on buyer dependence and RC – CPP serves as a substitute for buyer dependence and RC. There are no such contingency effects for buyers. Further analysis identifies situations for suppliers when CPP hurt the realization of benefits.

The study highlights the importance of CPP to foster efficiency and innovation within BSRs and illustrates how their impact varies across contingency conditions and across the parties within a dyad.

This article aims to explore (1) specific frames of dyadic relationship in policy network beyond a simplistic dichotomy of “friend or foe” and (2) the multi-dimensional drivers behind the framing patterns.

To that end, the interviews with the key actors in a nuclear energy policy network in South Korea were conducted, and their relationships in terms of three dimensions were analyzed: belief accordance, communication frequency and resource symmetry.

As a result, 12 relationships that can occur in the policy networks were identified: helping, collaborating, cooperating, unconcerned, stabilizing, observing, pushing, confronting, challenging, ignoring, watching and avoiding. These 12 frames were observed in various in-/congruent patterns between network actors.

The findings provide theoretical and practical implications on why and how the network actors may assess one another through the 12 discrete frames, which are drawn from the three dimensional drivers of belief accordance, communication frequency and resource symmetry.