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Previous research has studied interactive value formation (IVF) using resource- or practice-based approaches but has neglected the role of emotions. This article aims to show how emotions are correlated in problematic social media interactions and explore their role in IVF.

By combining a text mining algorithm, nonparametric Spearman's rho and thematic qualitative analysis in an explanatory sequential mixed-method design, the authors (1) categorize customers' comments as positive, neutral or negative; (2) pinpoint peaks of negative comments; (3) classify problematic interactions as detrimental, contradictory or conflictual; (4) identify customers' main positive (joy, trust and surprise) and negative emotions (anger, dissatisfaction, disgust, fear and sadness) and (5) correlate these emotions.

Despite several problematic social interactions, the same pattern of emotions appears but with different intensities. Additionally, value co-creation, value no-creation and value co-destruction co-occur in a context of problematic social interactions (peak of negative comments).

This study provides new insights into the effect of customers' emotions during IVF by studying the links between positive and negative emotions and their effects on different sorts of problematic social interactions.

This study investigates entrepreneurial overconfidence (EOC) levels among solo entrepreneurs at the country level. Although transitions from solo to employer entrepreneur are relatively rare, the solo self-employed have become an important source of potential job creation by virtue of the sharp increase in their numbers in the past two decades. When EOC levels are too high, job creation ambitions may be unrealistic and unrealised. Unrealised ambitions and business failure can lead not only to psychological and financial costs for the individual entrepreneurs involved, but at the societal level also to wasted government resources, and increased costs for the entrepreneurial ecosystem as a whole. Therefore, it is important to know more about the entrepreneurial overconfidence levels of solo entrepreneurs in different countries and their determinants.

Using Global Entrepreneurship Monitor data for 71 countries over the period 2013–2016, the authors construct a new measure of entrepreneurial overconfidence of solo entrepreneurs and relate this to three recently developed indicators of national culture.

The findings indicate that EOC levels are positively related to Joy (versus Duty), and negatively related to Trust (versus Distrust). Finally, no significant relationship between entrepreneurial overconfidence and Individualism is found in the study (versus Collectivism).

Given the lack of literature examining the relationship between EOC levels and cultural variables hypotheses were developed using the existent body of knowledge in the area, which is at the early stage of development. The hypotheses derivation has used mostly theoretical arguments relating to the link between national culture and overconfidence of entrepreneurs in general, rather than relating specifically to solo entrepreneurs. The measure of EOC uses expectations of employment growth to proxy overconfidence, but other measures of entrepreneurial success may also be explored.

As the hiring of employees can be a costly process (Coad et al., 2017), it is important that entrepreneurs have realistic expectations of what it requires to hire employees. This is especially the case for solo entrepreneurs since they do not have experience of hiring their own employees. This paper addresses such issues at an aggregate level by exploring what factors explain country differences in overconfidence levels of solo entrepreneurs.

It is worthwhile to distinguish between solo and employer entrepreneurs when studying their EOC levels, as the ambitions of these two types of entrepreneurs are different. Empirically, this study introduces a new measure of EOC tailored towards the solo self-employed.

This study contributes to entrepreneurship literature by expanding current knowledge on entrepreneurial overconfidence at the country level. Past research has studied EOC at the individual level, however limited research exists on the phenomenon of EOC from a country level perspective. This is important as unrealised entrepreneurial ambitions may not only create substantial costs for the individual entrepreneurs involved, it may also lead to substantial societal costs, including waste of government resources.

The purpose of this paper is to use the data analysis method of sentiment analysis to improve the understanding of a large data set of employee comments from an annual employee job satisfaction survey of a US hospitality organization.

Sentiment analysis is used to examine the employee comments by identifying meaningful patterns, frequently used words and emotions. The statistical computing language, R, uses the sentiment analysis process to scan each employee survey comment, compare the words with the predefined word dictionary and classify the employee comments into the appropriate emotion category.

Employee responses written in English and in Spanish are compared with significant differences identified between the two groups, triggering further investigation of the Spanish comments. Sentiment analysis was then conducted on the Spanish comments comparing two groups, front-of-house vs back-of-house employees and employees with male supervisors vs female supervisors. Results from the analysis of employee comments written in Spanish point to higher scores for job sadness and anger. The negative comments referred to desires for improved healthcare, requests for increased wages and frustration with difficult supervisor relationships. The findings from this study add to the growing body of literature that has begun to focus on the unique work experiences of Latino employees in the USA.

This is the first study to examine a large unstructured English and Spanish text database from a hospitality organization’s employee job satisfaction surveys using sentiment analysis. Applying this big data analytics process to advance new insights into the human capital aspects of hospitality management is intriguing to many researchers. The results of this study demonstrate an issue that needs to be further investigated particularly considering the hospitality industry’s employee demographics.

In times of organizational thirst for employee engagement and meaning through designing corporate stories, the aim of this article is to explore and identify key sources (engines) of engagement during LEGO® SERIOUS PLAY® (LSP) corporate learning pre-pandemic events of various types and size in Poland.

This is a conceptual paper. The research was conducted using participant observation from the perspective of a certified facilitator of the method. This position ensures a prime access to the organizational events. Eight training sessions (four LSP and four non-LSP workshops) have been analysed using thematic analysis. The structure of thematic codes has been conceptualized and reflected as the EPIC framework.

The findings include (1) the importance of the experience of emerging realities as a key generator of engagement, (2) the significance of social collaboration and peer-to-peer interactions (experience of collective intelligence), (3) the observable rise in engagement and willingness to contribute when real business situations, especially labelled as “strategic issues” are discussed and (4) the role of image-capturing (“snapshot experience”) in creation of an engaging learning experience.

The limitations refer to the potential conflict of interests as the researcher is also the facilitator of the workshop. To ensure the neutral point of view of the researcher, the sessions have been recorded to enable transparency of the observation and non-biased logic of key findings. The “learning experience” research is also culture- and context-sensitive, thus it may be problematic to replicate the research procedure in different countries, however, the EPIC model can be treated as a universal framework to explore and identify the engines of engagement.

The concept of this paper is designed from the practical point of view. The findings are adaptable to the corporate practices aimed at empowering employees and are compatible with management models such as agile, human enablement and human-centred design in organizations.

Serious play methods of learning and experiencing are said to be of the highest importance when finding new ways of organizational learning in the pandemic situation and work from home as a standard learning environment.

The contribution of this paper is visible in the conceptualization of the moments that shape an engaging experience. This is also the first academic paper presenting the perspective of a certified facilitator of LSP from Central and Eastern Europe region.

Technical solutions can be important when key communicators take on the task of making sense of social media flows during crises. However, to provide situation awareness during high-stress assignments, usability problems must be identified and corrected. In usability studies, where researchers investigate the user-friendliness of a product, several types of data gathering methods can be combined. Methods may include subjective (surveys and observations) and psychophysiological (e.g. skin conductance and eye tracking) data collection. This chapter mainly focuses on how the latter type can provide detailed clues about user-friendliness. Results from two studies are summarised. The tool tested is intended to help communicators and journalists with monitoring and handling social media content during times of crises.