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This paper is an attempt to analyze the nature and extent of social exclusion across regions, ethnolinguistic groups and different professions in Pakistan.

By using household level data of Pakistan Social and Living Standard Measurement Survey, the authors have constructed Social Exclusion Index (SEI) as well as multidimensional deprivation scores across of the households. SEI has been developed by using multiple correspondence analysis (MCA) whereas multidimensional deprivation scores have been calculated by following the methodology proposed by Alkire and Foster 2011. In total nine household level indicators related with living standards, education and health have been used for this purpose. In next step the relationship of different household characteristics such as profession of household head region of residence and ethnolinguistic identity has been explored with SEI and multidimensional deprivation scores.

The empirical results of our analysis show that even after controlling for the income of household, SEI and multidimensional deprivation scores have been found to be significantly different across different professions, different regions and different linguistic groups.

This confirms the prevalence of social exclusion in Pakistani society. Compensatory government policies are suggested as an option to cope with the problem of social exclusion.

The aim of this paper is gaining a deeper understanding of potential negative effects of (smart)phone use at work. The authors do so by exploring mediating mechanisms and boundary conditions between leader phubbing, leaders snubbing their followers by glancing at their phones during an interaction; and follower (1) work engagement and (2) performance.

The authors conducted a survey-based time-lagged, multi-source and team-based study of leaders (N = 93) and their followers (N = 454).

Results of this paper showed that leader phubbing negatively relates to follower (1) work engagement and (2) performance through less perceived leader support. Contradictory to the hypothesis, the relationship between leader phubbing and perceived leader support was negative for male leaders only.

The authors contribute to existing research by (1) adding perceived support as an important mediator between leader phubbing and work engagement/performance, (2) exploring the effects of leader gender and (3) adding information on the cultural robustness of the leader phubbing phenomenon by testing it outside the Western work context.

In this study, active empathetic listening is purposed as being an antecedent to a salesperson's communication skill, ability to maintain quality relationships and build trust. The study proposes that communication skill, relationship quality and trust all moderate the relationship between AEL and sales performance.

Survey research using salespersons was conducted; structural equation modeling was used to test the hypotheses of the model.

The findings confirmed that AEL was positively related to salespersons' communication skills, relationship quality and trust. The proposed moderators of communication and trust received support when predicting sales performance.

This was the first empirical study to examine the role of AEL in a relationship selling model. AEL was found to directly affect levels of trust, relationship quality and overall communication skills of salespeople. More research on the role of AEL in the relationship selling process should be investigated.

Managers that focus on long-term relationships in a dyadic buyer-seller relationship may benefit most from this study. A scale that can be used to measure existing levels of AEL in the sales force is included. AEL may better enable salespeople to develop long-term relationships with their customers.

This study examines a form of listening (AEL) that is proposed to be superior to other forms of listening within the personal selling context. Presently little research on the importance of listening and its impact on relationship building exists. This is the first study to test AEL as an antecedent to relationship skills of salespeople.

The purpose of this paper is to develop a process model for the role transformation of vulnerable consumers through support services.

The study is based on four years of participant observation at a community-based support service and in-depth interviews with the consumers. Visual ethnography was used to document the process of the consumers' role transformation through service exchanges.

The main outcome of this study is a consumer transformation model, describing consumers' role transformation processes, from recipients to generic actors. The model demonstrates that vulnerable consumers will transform from recipients to quasi-actors before becoming generic actors.

Vulnerable consumers' participation in value cocreation can be promoted by providing social support according to their dynamic roles. By enabling consumers to participate in value cocreation, social support provision can become sustainable and inclusive, especially in rural areas affected by aging and depopulation. Transforming recipients into generic actors should be a critical aim of service provision in the global challenge of aging societies.

Beyond identifying service factors, the research findings describe the mechanism of consumers' role transformation process as a service mechanics study. Furthermore, this study contributes to transformative service research by applying social exchange theory and broadening service-dominant logic by describing the process of consumer growth for individual and community well-being.

Anticipating behaviour and responding to the needs of complexity and problematic issues requires modelling to facilitate analysis and diagnosis. Using arguments of anticipation as an imperative for inquiry, the purpose of this paper is to introduce generic modelling for living systems theory, and assigns the number of generic constructs to orders of simplex modelling. An nth simplex order rests in an nth order simplex cybernetic space. A general modelling theory of higher orders of simplexity is given, where each higher order responds to every generic construct involved, the properties of which determining the rules of the complex system being that is represented. Higher orders of simplexity also explain greater degrees of complexity relatively simply, and give rise to the development of new paradigms that are better able to explain perceived complex phenomena.

This is Part 3 of three linked papers. Using principles that arise from Schwarz’s living systems set within a framework provided by cultural agency theory, and with a rationale provided by Rosen’s and Dubois’ concepts of anticipation, the papers develop a general modelling theory of simplex orders. They show that with the development of new higher orders, paradigm shifts can occur that become responsible for new ways of seeing and resolving stubborn problematic issues. Part 1 established the fundamentals for a theory of modelling associated with cybernetic orders. Using this, in this Part 2 the authors established the principles of cybernetic orders using simplex modelling. This included a general theory of generic modelling. In this Part 3 the authors extend this, developing a fourth order simplex model, and exploring the potential for higher orders using recursive techniques through cultural agency theory. The authors also explore various forms of emergence.

Cultural agency theory can be used to generate higher simplex through principles of recursion, and hence to create a potential for the generation of families of new paradigms. The idea of conceptual emergence is also tied to the rise of new paradigms.

The use of higher order simplex models to represent complex situations provides the ability to condense explanation concerning the development of particular system behaviours, and hence simplify the way in which the authors analyse, diagnose and anticipate behaviour in complex situations. Illustration is also given showing how the theory can explain the emergence of new paradigms.

Cultural agency can be used to structure problem issues that may otherwise be problematic, within both a top-down and bottom-up approach. It may also be used to assist in establishing behavioural anticipation given an appropriate modelling approach. It may also be used to improve and compress explanation of complex situations.

A new theory of simplex orders arises from the new concept of generic modelling, illustrating cybernetic order. This permits the possibility of improved analysis and diagnosis of problematic situations belonging to complex situations through the use of higher order simplex models, and facilitates improvement in behavioural anticipation.

When managers set aspirations for their firms, they typically compare their own firms' performance to past aspirations as well as to the performance of social reference groups. The authors explore how firm generic strategy affects managers' adaptation of firm aspirations in response to feedback from three social reference groups that vary in terms of breadth (population average, strategic group, and one direct rival).

The authors propose that firm generic strategy (low-cost or differentiation) functions as an organizational information filter through with managers interpret performance feedback. The authors test for whether generic strategy has a moderating effect on the influence of performance feedback from social reference groups.

Based on a longitudinal sample of US airlines, the study shows that all firms are influenced most strongly by their strategic groups. Low-cost and differentiation generic strategies differ in terms of which social reference group motivates a larger reaction when overperforming: low-cost firms are more influenced by the population average which is contributed to by the entire industry than are differentiating firms, while differentiating firms are more swayed by the narrow focus of their direct rivals than are low-cost firms.

Although firm strategy represents a core decision at the firm level, to the best of the authors’ knowledge, performance feedback research, surprisingly, has not yet integrated generic strategy into its models.

Modelling the organisation to enable purposeful analysis and diagnosis of its ills is often problematic. This is illustrated by the unconnected non‐synergistic plurality of organisational models each of which relates to a particular isolated frame of thought and purpose. A cybernetic approach is adopted to create a generic psychosocial model for the organisation that is used to characterise its emergent normative personality. Organisations are often complex, and seeing them in terms of their normative personality can reduce the complexity and enable a better understanding of their pathologies. This paper seeks to do two things. The first is to show that it is possible to set up a generic model of the organisation as an agency, and the second is to show that this same model can also be represented in the alternative terms of the emergent normative personality. In order to do this, an understanding of what it is that constitutes generic criteria is required. In addition, the paper shall show that organisational and personality theories can be connected generically. One of the consequences of the theory is that the patterns of behaviour which occur in an agency have underlying trait control processes.

A meta‐systemic view of the organisation is adopted through knowledge cybernetics that enables more flexibility and formality when viewing organisational models. The paper develops a formal generic model of the organisation that should facilitate the exploration of problem situations both theoretically and empirically.

The outcome of the research formulates the cognitive processes of normative personality as a feasible way of explaining organisations and provide a capacity to analyse and predict the likelihood of their behavioural conduct and misconduct. As an agency trait model, agency explains the socio‐cognitive aspects of self‐organisation and the efficacy of connections between the traits. These traits control the personality, and inter‐trait connections are Piagetian intelligences that orient the traits and work through forms of first‐ and second‐order autopoiesis. The development of a typology of pathologies is also suggested as feasible.

There are previous metaphorical notions that link agency with traits. Here, metaphor is extended to produce a formal model for the emergent normative personality. This is the first time that socio‐cognitive and trait approaches are formally linked, as it is the fist time that a typology for organisational pathologies is proposed.

We propose an elaboration of the social structure and personality framework from sociological social psychology that is intended to promote integration across social psychological traditions and between social psychology and sociology, using the study of inequality as an example.

We develop a conceptualization of “generic” proximate processes that produce and reproduce inequality in face-to-face interaction: status, identity, and justice.

The elaborated framework suggests fundamental questions that analysts can pose about the macro-micro dynamics of inequality. These questions direct attention to the “how” and “why” of macro-micro relations by connecting structural and cultural systems, local contexts, and the lives of individual persons; highlighting implicit processes; making meaning central; and directing our attention to how people act efficaciously in the face of constraint.

Applying this framework, scholars can use existing theories and generate new ones, and can do so inductively or deductively.

Research on inequality is enriched by social psychological analyses that draw on the full complement of relevant methods and theories.

We make visible the social psychological underpinnings of sociological research on inequality and provide a template for macro-micro analyses that emphasizes the centrality of social psychological processes.