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The purpose of this paper is to explore how relationships between different actors are being shaped to allow industry to come to acceptable and desirable uses of research and innovation (R&I) that address societal challenges.

Building on existing notions of responsibility proposed in the literature, the paper develops a theoretical account of “networks of responsibility” which capture the interlinked nature of responsibility relationships. The usefulness of the approach is evaluated by exploring two cases of R&I in industry deploying a qualitative research approach that involves interviewing and document analysis. For this, a multinational company from Germany was involved, as well as a small- and medium-sized company from Denmark.

The study surfaced 68 responsibility relationships involving a range of different objects, subjects, authorities and norms. By describing overlaps in objects, subjects and other aspects across relationships, the theoretical model proved adequate in untangling and displaying interrelatedness of responsibilities. Furthermore, the analysis surfaced characteristics of responsible research and innovation (RRI) that are already in place in the R&I processes of two innovative companies, such as anticipation, foresight and stakeholder engagement. Not all aspects of responsibility outlined in the theoretical model could be extracted from the interview data for every responsibility relationship, pointing to the need for further research.

The paper is practically relevant because it supports policy development on an organisational, as well as societal level. Moreover, the networks of responsibility model offer a fine-grained assessment of responsibilities in R&I practice by mapping existing responsibilities which supports translating RRI principles into everyday organisational practices.

RRI sets an ambitious agenda to ensure a more social and ethical R&I. Much work is still needed to bridge the gap between these theoretical and political aspirations and daily R&I practice, especially in non-academic contexts such as industry. By offering a way to understand and untangle the complexity of responsibility relationships, the networks of responsibility model seem to offer a promising approach that can support this endeavour.

The paper offers a novel theoretical approach to understanding and analysing responsibility allocations in R&I in industry. It demonstrates the reliability of this theoretical position empirically. It is practically important because it supports policy development on an organisational as well as societal level.

Given the polyphony around service orientation related constructs coming from both Marketing and Organizational Behavior researchers, the first purpose of this paper is to delineate the construct of service orientation, and second, recognizing the focal role of employees for offering services of high quality, it investigates the complex relationship between service orientation and job satisfaction.

This paper draws upon theories and arguments from marketing and organizational behavior to identify “organizational service orientation” (OSO) as a common basis for both scholarships. Grounded on the review of the impact of OSO and job satisfaction constructs to each other, the authors develop research propositions, and discuss implications of the proposed relationships for both.

The paper explicates the positive impact of OSO on job satisfaction but also puts forward a positive influence of job satisfaction on OSO, suggesting hence a reciprocal relationship between the two.

First, this paper offers construct clarification for OSO, bridging disciplinary and audience divides. Second, it argues over the reciprocal relationship between OSO and job satisfaction, indicating the necessity to invest on maximizing both constructs in order to ultimately optimize the service experience of customers.

The purpose of this study is to examine the relationship between service orientation, customer service training and employee engagement of firms in the hospitality sector of the tourism industry.

A total of 231 responses from 13 large all-inclusive hotels in Jamaica are analyzed by using structural equation modeling.

Overall, service orientation positively affected customer service training and employee engagement. In addition, customer service training positively affected employee engagement. Furthermore, the results indicate that customer service training mediates the relationship between service orientation and employee engagement.

This study builds on the conceptual literature of engagement and adds to the limited empirical studies to date to highlight the importance of service-oriented culture and training activities on employee engagement.

The findings of the study generate an increased understanding of the importance of an engaged workforce and of specific customer service training practices that can foster engagement. This study also highlights that managers should be supportive of training and development activities within a broader context that considers specific desired workplace performance from employees.

The knowledge gap related to many frequently used organizational practices reported as having an impact on engagement is addressed. Addressing this problem extends existing literature and provides an evidence base for human resource managers and professionals in service organizations, specifically in hospitality firms.

The past few decades have witnessed a phenomenal progress in our understanding of employee mobility as a critical driver and consequence of various outcomes for individuals, organizations, industries, and economies. In the process, researchers have tackled several important issues in conducting empirical research on employee mobility. This chapter provides a critical discussion of the extant literature focusing on five broad areas: identification of mobility, timing of mobility, outcomes of mobility and their operationalization, model identification, and other related issues. In doing so, this article identifies some of the empirical choices and methodologies adopted in prior mobility studies, evaluates those practices, and suggests areas of improvements for the practice. It is hoped that future studies will benefit from this chapter's insight by building on the best practices from the literature while continuously and successfully tackling the issues that have been challenging the researchers on this increasingly important topic of scholarly inquiry.

Autonomy has long been established as a critical component of professional work. Traditionally, autonomy has been examined as the extent to which an individual or a professional group controls the decisions and knowledge used in their work. Yet, this framework does not capture the additional work activities that professionals are increasingly expected to perform. Therefore, this chapter argues for theoretically expanding our understanding of professional autonomy by bringing in the concept of articulation work. Using the case of healthcare organisational change, this study assesses how shifts in work practices impact autonomy. Data come from longitudinal ethnographic fieldwork and in-depth interviews conducted at a Neonatal Intensive Care Unit as it underwent significant structural changes. Findings show that professionals were forced to change articulation work strategies in response to new organisational structures. This included changes in the way professionals monitored, assessed, coordinated and collaborated around patient care. Furthermore, these shifts in articulation work held important implications for both workplace and professional autonomy, as professionals responded to changes in their work conditions.

Rick Jamison, as Project Manager for the highly profitable Mega-Yacht division of Thorsby-Wando Marine Refit, Inc., has been assigned the task of revamping the supplier evaluation and selection tool used by the company in view of the evolution of the business from a small boat storage and repair facility into a full-service large boat and mega-yacht repair and refit facility. Rick gleans ideas from a colleague at another facility in preparation for re-crafting the current supplier evaluation tool. Rick becomes acquainted with how the Delphi method could be used to achieve consensus among members of the buying center to arrive at key factors and their proportionate weights for use in the supplier evaluation tool.

The case is based upon interviews with the company that is represented by Thorsby-Wando Marine Refit, Inc.

This case is targeted primarily at undergraduate students in purchasing, materials management and supply chain management courses. The case works best when it is employed in connection with a discussion of the major methods for evaluating vendors.

This chapter focuses on individuals’ mental representations of complex decision problems in transportation. An overview of approaches and techniques in this recent area of research is given as well as an illustration. The illustration concerns an application of CNET (causal network elicitation technique) to measure mental representations in a shopping activity scheduling task. The presence of an online shopping alternative is varied to investigate the influence of an online alternative on how individuals represent the choice problem.

Mental-model and means-ends-chain theories are discussed. These theories state that individuals when faced with a decision problem construct a mental representation of the choice alternatives by activating relevant parts of their broader causal knowledge that allow them to evaluate consequences regarding their existing needs. Furthermore, these theories emphasise that situational and person dependence of this process can explain observed variability in preferences of travellers.

The results indicate that considerable variation exists between individuals in terms of both the complexity, and the attributes and benefits that are activated in the mental representation of the choice problem. Presence of an online alternative has an influence on the benefits that individuals consider important. The impact is however small.

The chapter provides an overview of recent developments in the study of mental representations underlying choice behaviour. Traditionally, this has been the exclusive domain of qualitative research methods. The techniques reviewed enable larger samples and a formal representation of mental representations. Thus, the approach can help to better understand preference heterogeneity and incorporate this in (transport) choice models.

Over the past decade, the rapid evolution of social media has impacted the field of human resource management in numerous ways. In response, scholars and practitioners have sought to begin an investigation of the myriad of ways that social media impacts organizations. To date, research evidence on a range of HR-related topics are just beginning to emerge, but are scattered across a range of diverse literatures. The principal aim of this chapter is to review the current literature on the study of social media in HRM and to integrate these disparate emerging literatures. During our review, we discuss the existent research, describe the theoretical foundations of such work, and summarize key research findings and themes into a coherent social media framework relevant to HRM. Finally, we offer recommendations for future work that can enhance knowledge of social media’s impact in organizations.

This study aims to empirically test a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the novel context of a retail bank in Russia.

Frontline employees (FLEs) completed a self‐administered questionnaire on how factors characterizing high performance work practices (HPWPs) affect their job satisfaction and organizational commitment, and how these job attitudes impact their job performance.

Results suggest there is a significant influence of HPWPs on job attitudes, but only job satisfaction influences job performance.

Job satisfaction is identified as a critical work lever and should receive priority from management relative to actions designed to foster organizational commitment.

Despite the breadth and depth of international research on service quality, to date there has been no study of high performance work practices and their impact on the job performance of service workers in Russia. Retail banks, after operating for years in a highly regulated environment and virtually devoid of competition, now recognize that their very survival depends on the delivery of quality service at the frontline.

The purpose of this paper is threefold: first, testing the relationships between internal marketing and employee satisfaction; second, investigating the links between employee satisfaction and perceived organizational performance; and finally, testing the relationship between internal marketing and perceived organizational performance.

Data were collected from 419 employees working in 53 microfinance institutions (MFIs) in Kivu (DR Congo). Data processing was performed using structural equations modeling through LISREL 9.1.

The results revealed that there is a positive and significant relationship between internal marketing and employee satisfaction. The results also revealed that there is a positive and significant relationship between internal marketing and perceived organizational performance. However, no significant relationship between employee satisfaction and perceived organizational performance was identified.

There is a need to conduct a large qualitative survey aiming to understand why MFIs apply internal marketing and marketing practices in general. The results from such a study would serve to prepare a global quantitative study, which integrates in the same model internal marketing, external market orientation, employee job satisfaction (EJS), and organizational performance.

Results invite MFIs managers to change their mind and focus more on their employees. In fact, employees generate the most cost in general but they can also contribute to sustain growth and profitability. This is possible if they are better rewarded for their efforts.

This study links internal marketing, EJS and perceived performance in a sector and country which have been less or not studied in the marketing sector.