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The purpose of this study is to explain when and how organizational respect is related to job burnout syndromes. Using the stimulus–organism–response framework, the authors found that organizational respect is negatively related to burnout via job satisfaction, with job insecurity moderating the relationship. Drawing on conservation of resources theory, the authors proposed and found that job satisfaction and emotional exhaustion sequentially mediate the relationship between organizational respect and depersonalization, and this relationship is also moderated by job insecurity.

Data analysis was conducted using responses obtained from 280 anonymous employees in the postproduction film industry. The Statistical Package for the Social Sciences, AMOS and PROCESS macro was used for data analysis.

The research findings show job satisfaction mediates the effects of organizational respect for all three burnout syndromes. Organizational respect predicts depersonalization not only indirectly through job satisfaction but also through emotional exhaustion. Job insecurity moderates the relationship between job satisfaction and depersonalization and between emotional exhaustion and depersonalization. Organizational respect reduces depersonalization through job satisfaction, but this effect depends on how secure the employees feel about their jobs.

Samples from one industry but from countries under different management cultures may not show the true scale of burnout levels for the industry. Cross-sectional data from one industry may limit the generalizability to other industries. The finding on the reverse effects of organizational respect on depersonalization for satisfied employees could be further investigated.

The findings provide insights for learning organizations on the importance of cultivating a respectful atmosphere and reducing job insecurity to mitigate aspects of burnout.

The authors clarified the moderating role of job insecurity and the mediating role of job satisfaction and emotional exhaustion in the organizational respect–depersonalization relationship.

This paper aims to examine the environmental awareness, initiatives and performance in the Macau hotel industry.

A mixed research method was adopted involving quantitative surveys with 31 hotels in Macau and 11 face-to-face interviews with the hotel managers, facilities managers and engineers.

Response from surveys and interviews with 31 hoteliers show that hotels in Macau have a high level of environmental awareness. Most hoteliers actively introduce initiatives that contribute to cost savings. Initiatives including using energy conservation light bulbs, having an active system to detect/repair leaking facilities and installing water conserving fixtures are widely implemented, while programs involving using solar lawn light, recycling leftover food and reusing wastewater are not. Major barriers for going green include the lack of government regulations on environmental management (EM), financial constraints, the lack of employees to handle EM and the fear that environmental initiatives may negatively impact the guest’s experience, especially those VIP and hardcore gamblers and customers who expect enjoying the luxuries services in Macau hotels. Lower star hotels experience more difficulties in adopting green approaches.

This paper presents a single case study of Macau; therefore, the results in this research may have limited generalizability.

This paper is one of the very few attempts that investigate EM in Macau – a renowned world tourism and gambling destination, where the vast majority of hotels have their casino facilities. Results show that apart from the financial consideration and the lack of government enforcement to adopt green measures similar to hotels in other destinations, EM practices of Macau’s hotels are also constrained by its customer base and the acute shortage of human resources that is caused by the tourism boom.

The purpose of this study is to investigate the relationship between work values (WV) and expectations in terms of job quality (JQ) and workplace communication environment (WCE) of undergraduate students. Whether there are significant differences in terms of WV, JQ and WCE among cultural and demographic variables was also assessed.

A survey of 795 undergraduate students in China, Thailand and United Arab Emirates was conducted. Structural equation modeling and a series of one-way analysis of variance tests was carried out.

WV have significant effects on JQ expectations and WCE. This study identifies extrinsic values as the most important WV of the future job market entrants. There are differences in culture, gender and work experience between the three samples in the variables under investigation.

The study relied on the self-reported responses in one university in each site. Data on the undergraduate students’ major and academic performance was not collected.

Job seekers are more likely to choose jobs and WCE that are similar to their personal work value orientation. The study underscores the importance of WV as important motivators in the workplace.

This study is the first to compare the WV, JQ and WCE across multiple nations. The study underscores the importance of JQ and WCE as important motivators in the workplace.

This study aims to investigate the relationships between two dimensions of communication satisfaction – personal feedback and supervisory communication – on outcomes such as altruistic organizational citizenship behavior and civic virtue. Another aim is to examine the mediating role of organizational justice (OJ) between these two dimensions of communication satisfaction and altruistic organizational citizenship behavior and civic virtue.

This study is based on a survey conducted in major organizations in Macau SAR, China. Data from 294 respondents who successfully completed the questionnaire is used for the analysis.

The results reveal that supervisory communication is significantly and positively associated with altruistic organizational citizenship behavior. Both personal feedback and supervisory communication are significantly and positively associated with civic virtue. OJ is a mediator between personal feedback and civic virtue. OJ also mediates the relationship between satisfaction with supervisory communication and civic virtue. It is intriguing that OJ is not a mediator in the relationship between satisfaction with communication and altruistic organizational citizenship behavior.

A single city cross-sectional study presents some restrictions on the generalizability of the findings. More studies are needed to understand communication satisfaction – organizational citizenship behavior processes to establish if the findings hold with other samples in other cultures.

The empirical evidence in this study shows that satisfaction with communication is critical for promoting discretionary behaviors. The mediating roles of OJ between personal feedback and civic virtue and between supervisory communication and civic virtue, clearly indicate that even though a manager may try hard to motivate employees’ participation in discretionary behaviors, whether employees participate in extra-role behaviors depends on their perception of justice.

This is the first study to examine how altruistic organizational citizenship behavior and civic virtues are influenced by satisfaction with communication. Moreover, the mediating role of OJ has never been tested previously. The findings contribute to the HR literature and provide deeper insights on how to promote citizenship behavior.

Because of the nature of their work, frontline service employees are highly exposed to customer incivility (CI) and are required to perform surface acting (SA) in such circumstances. Both CI and SA have detrimental impact to a sustainable workforce. This study aims to investigate the psychological effects of CI and SA on emotional exhaustion (EE), organizational commitment (OC) and work–family conflict (WFC).

Data from 203 respondents who successfully completed the questionnaire is used for the analysis. Structural equation modelling and bootstrapping were performed to investigate the relationship among variables.

The study found that both CI and SA are positively related to EE. EE is negatively related to OC and positively related to WFC. EE was engaged as a mediator between CI and OC, and between CI and WFC. EE also served as a mediator between SA and OC, and between SA and WFC.

The findings advanced our knowledge of the impact of CI and SA on EE, OC and WFC. Based on the findings, theoretical and practical implications are discussed.

In general, customers expect banks to provide the basic banking services. They also expect different levels of services to maximize the value they can derive from the banks. Hence, customers evaluate competing offers in terms of the totality of the product and service as well as the relationship that exists between themselves and the bank. To gain marketing advantage, banks have to exceed customers’ expectations rather than merely meet the bare minimum. To succeed, a bank must distinguish itself from its competitors not just in the quality of the core product but also in how it manages the “service surround”. Every interaction with a customer provides an opportunity to be “unique” and to “go beyond the call of duty”. Presents the design and management of the core correspondent banking products and the “services surround” in terms of market quality.

The following paper is a “Q&A interview” conducted by Joanne Pransky of Industrial Robot Journal as a method to impart the combined technological, business and personal experience of a prominent, robotic industry PhD and innovator regarding her pioneering efforts and the challenges of bringing a technological invention to market. This paper aims to discuss these issues.

The interviewee is Dr Maja Matarić, Chan Soon-Shiong Distinguished Professor in the Computer Science Department, Neuroscience Program, and the Department of Pediatrics at the University of Southern California, founding director of the USC Robotics and Autonomous Systems Center (RASC), co-director of the USC Robotics Research Lab and Vice Dean for Research in the USC Viterbi School of Engineering. In this interview, Matarić shares her personal and business perspectives on socially assistive robotics.

Matarić received her PhD in Computer Science and Artificial Intelligence from MIT in 1994, MS in Computer Science from MIT in 1990 and BS in Computer Science from the University of Kansas in 1987. Inspired by the vast potential for affordable human-centered technologies, she went on to found and direct the Interaction Lab, initially at Brandeis University and then at the University of Southern California. Her lab works on developing human–robot non-physical interaction algorithms for supporting desirable behavior change; she has worked with a variety of beneficiary user populations, including children with autism, elderly with Alzheimer’s, stroke survivors and teens at risk for Type 2 diabetes, among others.

Matarić is a pioneer of the field of socially assistive robotics (SAR) with the goal of improving user health and wellness, communication, learning and autonomy. SAR uses interdisciplinary methods from computer science and engineering as well as cognitive science, social science and human studies evaluation, to endow robots with the ability to assist in mitigating critical societal problems that require sustained personalized support to supplement the efforts of parents, caregivers, clinicians and educators. Matarić is a Fellow of the American Association for the Advancement of Science (AAAS), Fellow of the IEEE and AAAI, recipient of the Presidential Awards for Excellence in Science, Mathematics & Engineering Mentoring (PAESMEM), the Anita Borg Institute Women of Vision Award for Innovation, Okawa Foundation Award, NSF Career Award, the MIT TR35 Innovation Award, the IEEE Robotics and Automation Society Early Career Award and has received many other awards and honors. She was featured in the science documentary movie “Me & Isaac Newton”, in The New Yorker (“Robots that Care” by Jerome Groopman, 2009), Popular Science (“The New Face of Autism Therapy”, 2010), the IEEE Spectrum (“Caregiver Robots”, 2010), and is one of the LA Times Magazine 2010 Visionaries. Matarić is the author of a popular introductory robotics textbook, “The Robotics Primer” (MIT Press 2007), an associate editor of three major journals and has published extensively.

In response to the Three-Step-Approach (TSA) that Cortina, Pant, and Smith-Darden (this volume) have suggested, Chan (this volume) expressed his reservations regarding the usefulness of a procedure that explicitly ignores measurement considerations and does not include mean scores. In this reply, we argue that the purpose of TSA is heuristic in nature and does not involve statistical testing of assumptions. In this spirit, the software, illustrated by Grimm and McArdle (this volume), rounds out our more conceptual considerations.

This paper aims to present the findings of an analysis of the environmentally sustainable policies and practices (ESPPs) used by independent and chain-affiliated hotels. The study aimed to ascertain the engagement of hotels with ESPPs and provide tentative evidence of their commitment towards meeting the expectations of environmentally conscious stakeholders.

This study used secondary data and content analysis to examine the ESPPs of a sample of 220 hotels in Melbourne, Australia. A systematic review was conducted of hotel websites to reveal, in a tabulated way, the range of reporting of environmental material provided by various rated hotels.

This analysis suggests that environmentally friendly business practices are prominently displayed by the hotels sampled; however, independent non-chain affiliated hotels are yet to adopt ESPPs in any visible way.

This study was broadly informed by stakeholder theory (Freeman, 1984) and aimed to ascertain the engagement of hotels with ESPPs. While previous studies have focussed on chain hotels, this research involved a greater range of hotels of different profiles to highlight the mix of ESPPs across the hotel sector. Rather than merely examining the corporate websites of hotel companies, the research additionally examined ESPPs at the individual hotel property level, as this is where policies are implemented into practice. The extant literature to date has not studied the extent to which ESPPs are adopted by independent and chain-affiliated hotels at this level, and it is this research gap that the study addresses.

The paper presents the findings of research into the barriers to and drivers of environmentally sustainable policies and practices (ESPPs) in the Australian hotel industry. This study aims to explore these drivers and barriers from the perspective of hotel managers and involve a range of hotels with different hotel industry profiles and management structures.

The study conducted one-on-one interviews with hotel managers to explore the barriers to and drivers of ESPPs. The purpose of the sample and sample size was to ensure representation of different segments of the hotel industry to include international chain affiliated hotels, Australian chain affiliated hotels and independent hotels.

An analysis of the findings suggests that the major barriers to implementing and sustaining environmental sustainability in the Australian hotel industry are time, financial challenges, availability of resources and the views and imperatives of hotel owners and shareholders. The major drivers are financial, marketing, owner and shareholder interests and guest preferences. These stakeholders play a major role in creating both barriers and drivers.

Based on the results, this study can modify the application of stakeholder theory to a degree and argue that stakeholders need to co-operate further to drive sustainability. This study demonstrates that management of environmental sustainability is a challenge for many hotels and there is a particular need for small and independent hotels to embrace environmental sustainability to keep pace with their larger counterparts.

This study is broadly informed by the stakeholder theory. Owners, shareholders and associated stakeholders have a significant influence over environmental sustainability in the Australian hotel industry and they create both drivers and barriers. Responses from hotel managers in this research demonstrate that owners act as a barrier to as well as a driver of environmental sustainability initiatives in the Australian hotel industry.