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Article
Publication date: 12 January 2021

Xiaojun Zhan, Wenhao Luo, Hanyu Ding, Yanghao Zhu and Yirong Guo

Prior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in…

Abstract

Purpose

Prior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in triggering or reducing customer incivility. The purpose of the present study is to propose and test a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate.

Design/methodology/approach

Based on a matched sample consisting of 317 employee-customer dyads in China, multiple regression analysis and indirect effect tests were employed to test our model.

Findings

The study shows that employee surface acting is positively related to customer incivility, whereas deep acting is negatively associated with customer incivility. Moreover, customer self-esteem threat mediates the relationship between both types of emotional labor and customer incivility. Customer perception of service climate moderates the relationship between deep acting and customer self-esteem threat.

Originality/value

The current research broadens the antecedents of customer incivility from the employee perspective and sheds more light on the role of customer self-esteem in the interactions between employees and customers. It also demonstrates a complementary relationship between service climate and individual employees' emotional labor strategies, thereby expanding the existing understanding of the management of employees' emotional labor.

Details

Journal of Service Theory and Practice, vol. 31 no. 3
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 25 November 2020

Carl Déry

This paper aims to explore various tensions related to the diffusion and reception of the New Qing History (NQH) in China, and more specifically, it aims at underlying a recurrent…

Abstract

Purpose

This paper aims to explore various tensions related to the diffusion and reception of the New Qing History (NQH) in China, and more specifically, it aims at underlying a recurrent tension within the core of this debate, between a Global and a Nationalist historical narrative.

Design/methodology/approach

The author’s focus is to analyze various texts published in China between 2006 and 2018.

Findings

The author argues that the intensity of the current debate is partly related on the one hand, to the fact that NQH undermines various aspects of China’s Nationalist teleology and territorial claims and, on the other hand, to the basic difficulty of accepting the coexistence of various historical representations that are risking to weaken contemporary’s justifications of its rising schemes.

Originality/value

The text presents an original reading of some important issues raised by the NQH debate.

Details

Social Transformations in Chinese Societies, vol. 16 no. 2
Type: Research Article
ISSN: 1871-2673

Keywords

Article
Publication date: 2 February 2015

Krystyna K. Matusiak, Ling Meng, Ewa Barczyk and Chia-Jung Shih

The purpose of this paper is to explore multilingual access in digital libraries and to present a case study of creating bilingual metadata records for the Tse-Tsung Chow…

1330

Abstract

Purpose

The purpose of this paper is to explore multilingual access in digital libraries and to present a case study of creating bilingual metadata records for the Tse-Tsung Chow Collection of Chinese Scrolls and Fan Paintings. The project, undertaken at the University of Wisconsin-Milwaukee Libraries, provides access to digital copies of calligraphic and painted Chinese scrolls and fans from the collection donated by Prof Tse-Tsung Chow (Cezong Zhou).

Design/methodology/approach

This paper examines the current approaches to multilingual indexing and retrieval in digital collections and presents a model of creating bilingual parallel records that combines translation with controlled vocabulary mapping.

Findings

Creating multilingual metadata records for cultural heritage materials is in an early phase of development. Bilingual metadata created through human translation and controlled vocabulary mapping represents one of the approaches to multilingual access in digital libraries. Multilingual indexing of collections of international origin addresses the linguistic needs of the target audience, connects the digitized objects to their respective cultures and contributes to richer descriptive records. The approach that relies on human translation and research can be undertaken in small-scale digitization projects of rare cultural heritage materials. Language and subject expertise are required to create bilingual metadata records.

Research limitations/implications

This paper presents the results of a case study. The approach to multilingual access that involves research, and it relies on human translation that can only be undertaken in small-scale projects.

Practical implications

This case study of creating parallel records with a combination of translation and vocabulary mapping can be useful for designing similar bilingual digital collections.

Social implications

This paper also discusses the obligations of holding institutions in undertaking digital conversion of the cultural heritage materials that originated in other countries, especially in regard to providing metadata records that reflect the language of the originating community.

Originality/value

The research and practice in multilingual indexing of cultural heritage materials are very limited. There are no standardized models of how to approach building multilingual digital collections. This case study presents a model of providing bilingual access and enhancing the intellectual control of cultural heritage collections.

Details

The Electronic Library, vol. 33 no. 1
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 16 February 2021

Sara Wilkinson and Agnieszka Zalejska Jonsson

Despite awareness of climate change for over 3 decades, per capita energy and water consumption increase and environmental impacts grow. The built environment contributes around…

Abstract

Purpose

Despite awareness of climate change for over 3 decades, per capita energy and water consumption increase and environmental impacts grow. The built environment contributes around 40% of total global greenhouse gas (GHG) emissions; action is vital. Whilst building code standards have increased, rating tools and technology to reduce energy and water consumption are developed; environmental impact grows because of human behaviour. In the tertiary education sector, student accommodation constitutes a large part of the property portfolio, contributing significant amounts of GHG emissions and environmental impact. Property Managers can educate and install systems and technologies to improve behaviour if they understand it.

Design/methodology/approach

This exploratory study used a questionnaire survey to explore how student's worldviews vary and the possible limitations to behaviour in respect of climate change. In total, 71 responses from international university students living in residential accommodation on campuses in Stockholm were analysed.

Findings

The results show different perceptions about the environment and actions that are needed, and this leads to different behaviours. Limited knowledge and inability to relate environmental consequences to one's own actions, effective communication and risk averse behaviour, are critical in mitigating climate change. A deeper understanding of participants worldviews and the different resulting behaviours was achieved.

Research limitations/implications

This pilot study involved a small number of participants and future studies should expand participant numbers, including those with more varied backgrounds, education levels and age groups.

Practical implications

If property managers gain a deeper understanding the different behaviours of their residents, they can develop effective strategies to facilitate action that will lower the environment impact and GHG emissions of student accommodation.

Originality/value

The knowledge gained about environmental attitudes and human behaviour can help property and facility managers, policy makers and regulators to develop more effective strategies to deliver improved sustainability outcomes.

Details

Property Management, vol. 39 no. 3
Type: Research Article
ISSN: 0263-7472

Keywords

Article
Publication date: 18 April 2023

Weinan Zheng, Peng Xiao and Andrew Madden

Academic contention occurs when research evidence is amenable to more than one interpretation. China has a long tradition of Shang Que (商榷), in which authors argue for their…

Abstract

Purpose

Academic contention occurs when research evidence is amenable to more than one interpretation. China has a long tradition of Shang Que (商榷), in which authors argue for their preferred interpretation. The modern form of this tradition is the Shang Que article, which often takes the form of research papers in Chinese-language journals and which tends to be question-oriented. Shang Que articles usually take the views of a particular author or article as the focus of independent and complete criticism by another, independent, academic. This paper explains the role of Shang Que articles in Chinese scholarship and their influence on international academia.

Design/methodology/approach

A bibliometric analysis was used to explore the characteristics and evolution of Chinese Shang Que articles using 30,577 articles published between 1979 and 2018. Microsoft Excel and Gephi were used for data analysis and visualization.

Findings

Findings suggest a decline in the number of Shang Que articles and an increase in the number of co-authors. Shang Que articles remained particularly prominent in Philosophy and Humanities and Social Sciences, where they focused on local issues such as classical Chinese, the Sinicization of Marxism and Chinese literature. This suggests that the number of Shang Que articles is related to the degree of internationalization of a research field.

Originality/value

Shang Que articles, which have been influenced by academic paradigms in English, are a fusion of China's Shang Que tradition and of the modern academic system. Through considering Shang Que articles, this paper explores the benefits of local academic traditions in non-English-speaking cultures.

Details

Journal of Documentation, vol. 79 no. 6
Type: Research Article
ISSN: 0022-0418

Keywords

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