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This study considers the impact that some organisational factors can have on a service firm’s ability to return dissatisfied customers to a state of satisfaction through service recovery. In other words, it investigates the potential impact organisational variables (modelled as antecedents) can have on the service recovery performance of frontline staff. It also assesses the impact that successful service recovery has on two outcome variables, namely, intentions to resign and job satisfaction. The results show that organisational commitment exerts a strong positive influence on the service recovery performance of frontline staff as does empowerment and rewarding them for service excellence. When frontline staff are performing service recovery effectively, they are less likely to resign and report higher levels of job satisfaction.

Enterprise social networks (ESN) are increasingly used by companies to reinforce collaboration and knowledge sharing. While prior research has investigated ESN use practices, little is known about potential user roles emerging on these platforms. Against this backdrop, this paper develops an ESN knowledge actor role framework.

The framework is constructed based on a systematic review of literature covering knowledge worker role typologies, user roles identified in public online social spaces as well as findings from ESN research.

The ESN knowledge actor role framework distinguishes eight contributing and two reading roles. It describes the associated participation behaviours and establishes metrics to identify the roles.

Providing a notion of knowledge management-related roles in ESN, the framework enables a better understanding of knowledge processes and the involved actors. Moreover, the paper advances the field of ESN data analytics by designing a set of ESN metrics to characterise user behaviour.

Understanding ESN user roles, in particular regarding their knowledge contributions to the platform, can improve knowledge transparency in companies. The framework may usefully support the identification and management of critical knowledge resources and support decision-making in the areas of human resources management and knowledge management.

Providing a platform for knowledge-intensive interactions as well as record of user activities, ESN are well suited to observe and identify knowledge actor roles emerging in this context.

This paper explores how siblings act as agents of consumer socialisation within the dynamics of the family network.

Key consumer socialisation literature is reviewed, highlighting the growing role that siblings play in the lives of contemporary children. The authors’ interpretive, exploratory study is introduced which captures the voices of children themselves through a series of in-depth interviews.

A series of socialisation behaviours are documented, with children working in both positive and negative ways to develop the consumer skills of their siblings. A fourfold typology of sibling relationships is described, capturing the dynamic of sibling relationships and parental approaches to parenting vis-à-vis consumption. This typology is then used to present a typology of nascent child consumer identities that begin to emerge as a result of socialisation processes within the family setting.

The role siblings play in the process of consumer socialisation has potentially important implications in terms of the understanding of the socialisation process itself, and where/how children obtain product information. Scope exists to explore the role siblings play as agents of consumer socialisation across a wider variety of family types/sibling variables presented here (e.g. to explore how age/gender shapes the dynamics of sibling–sibling learning).

Through adopting a networked approach to family life, the authors show how the wider family dynamic informs sibling–sibling relationships and resulting socialisation behaviours. The findings problematise the view that parents alone act as the main conduits of consumer learning within the family environment, highlighting how parent–child relationships, in turn, work to inform sibling–sibling socialisation behaviour and developing consumer identities.

The purpose of this paper is to consider some of the approaches which have been developed to bring forward awareness of the role of heritage and its significance in reducing the use of carbon incurred by the creation of new structures.

The approach adopted is to look at the emergence and dissemination of these issues through published literature including professional standards and guidelines for the management and valuation of historic property and also to consider the practice of heritage management and assessment in Western Australia.

The paper finds that Australia has a well‐developed system of heritage management but has been slow to adapt to its responsibilities under international treaties in the area of sustainable practices in the property field but that there is evidence of progress to improve the situation. Whilst the overall picture of the impact of heritage listing on property value remains clouded, and arguments for both positive and negative impacts are evident from the many perspectives researchers have considered, the sustainable use of resources is one which is currently receiving more attention in professional and academic circles.

The predominant focus of this paper is from an Australian perspective but with reference to the UK context.

The contribution of this paper is that, by drawing attention to the value of built heritage as an expression of cultural worth, the demand for new structures can be constrained to some extent by reuse of existing buildings, resulting in more sustainable practices. This environmental view of heritage property may result in its being more favoured as an investment asset in the future due to its smaller carbon footprint than more recent, or potential replacement, structures.

To satisfy multiple stakeholders’ employability goals, higher education providers have introduced Work Integrated Learning (WIL) programs to provide opportunities for students to develop the required skills. Yet despite this increased focus, gaps in graduate capabilities persist. Thus, the paper explores the roles of educators, industry and students in co-creating WIL curriculum which provides transformative learning experiences.

A survey was designed using the Professional Capability Framework which has been validated in other discipline areas. Mean scores, standard deviation and a one-way ANOVA test were computed to identify gaps between the essential capabilities required for supervisory roles and student's levels of proficiency.

The study highlights the complexity of creating curriculum which meets the needs of multiple stakeholders. The discussion highlights that whilst educators may lead the development of WIL curriculum, without the active engagement of students and industry, gaps in graduates' “work-readiness” will persist. Opportunities for tripartite learning are highlighted.

The limitations of utilising a convenience sample are acknowledged.

Practical recommendations are provided for industry, educators and students. Areas for future research are identified to understand the roles of multiple stakeholders in the development of the future hospitality workforces.

The study is the first to apply the Professional Capability Framework in a hospitality context. The study further contributes implications in relation to curriculum design and identifies opportunities for transformative learning for educators, industry and students'.

The purpose of this paper is to investigate the impact of role stressors (role ambiguity, role conflict and role overload) on change readiness and in turn their effects on the withdrawal process. In addition, it explores the moderating role of colleague support in the relationship between role stressors and change readiness.

Data were collected from health care workers (n=457) in a large Canadian hospital undergoing large scale change.

The results revealed that role ambiguity and role conflict had a significant negative association with change readiness. Change readiness was related to turnover intentions which was related to higher levels of absenteeism and actual turnover. Change readiness partially mediated the relationship between role ambiguity and turnover intentions but not for role conflict and role overload. Turnover intentions partially mediated the relationship between change readiness and actual turnover but not for absenteeism. Role conflict had a direct rather than an indirect effect via change readiness on turnover intentions. Finally, colleague support moderated the relationship between all three role stressors and change readiness.

Little is known about the limiting factors of change as well as the factors that protect against them. The authors identify role stressors as a limiting factor for change and highlight their impact on change readiness and the overall withdrawal process. The results, however, also show that some demands are more commonly experienced by health care workers thereby not posing a threat to their change readiness. Colleague support is identified as a coping mechanism for mitigating against the detrimental effects of role stressors.

This is a theoretical paper, which aims to consider the role of strategic human resource management (SHRM) in the development of “gross national happiness” (GNH) in Bhutan.

The paper initially examines the question of what is strategic capacity building and its importance for developing nations. It then considers the story of Bhutan where the idea of GNH forms the development philosophy and approach to attaining the long‐term visions and goals for the country. Different models and structures for SHRM in Bhutan are discussed in order to determine whether it can be applied to a nation effectively and, if so, whether it will enable the attainment of GNH and the performance desired by the government.

A link between SHRM and the achievement of Bhutan's 2020 vision is identified as, if Bhutan is to achieve its national capacity, it must identify the capabilities that it needs and then the strategies to support such developments. All four of Ulrich's HRM types will be required and this will need careful management, as there is a tendency to move towards one or other within an organization. Bhutan is going through a period of extensive change and the values will be changing. What is recognized here is that not only must the SHRM develop appropriate people management strategies, it must also acknowledge its crucial role in the recognition and maintenance of appropriate value sets.

The proposed framework is currently limited to a theoretical application for Bhutan because, it is argued, that an appropriate model of SHRM will support the desired attainments, but that to do so the specific values of Bhutan will need to be identified and integrated into policy development.

The role of SHRM in supporting or driving change is considered and a potential framework for SHRM in Bhutan is proposed. There is potential to apply these ideas more widely.

This paper identifies a role for SHRM in the attainment of GNH for Bhutan, which is important in helping Bhutan to achieve its national capability.

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

While most practitioners and researchers agree that social networking is a tool for the masses to stay in touch, this paper aims to explore an untapped use for this medium in the workplace.

This paper gives the authors' viewpoint and relies on their experience and a review of literature.

There is a synergy between knowledge management and e‐learning through these social networking tools.

By incorporating knowledge management with social networking, organizations could have a new vehicle for e‐learning, allowing formal and informal information to flow along the “super highway”.

This paper shows that both knowledge management and e‐learning bring value to an organization and through the use of social networking, knowledge will no longer be confined to a certain group of individuals, but would allow an organization to learn from its most valuable asset – its employees.

This study examines the relationship between the use of management controls and the perception of meaningful work. Meaningful work is an important driver of individual performance of managers, and employees and can be enabled by sufficient use of management controls. The purpose of this paper is to address this issue.

Based on bibliometric analyses and a structured literature review of academic research studies from the organizational, management and accounting literature, the authors develop a conceptual model of the relationship between the use of management controls and the perception of meaningful work.

First, the authors propose that the use of formal management controls in a system (i.e. the levers of the control framework) is more powerful than using unrelated formal controls only. Second, they suggest that the interaction of a formal control system together with informal controls working as a control package can even stretch the perception of meaningful work. Third, they argue that the intensity of the control use matters to enhance the perception of meaningful work (inverted u-shaped relationship).

This study presents the first conceptual model of the relationship between the use of management controls and the perception of meaningful work. It provides valuable implications for practice and future research in the field of performance management.