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Intercultural service encounters (ICSEs) often require adaptation to the customer’s culture, thereby risking a reduction in the cultural authenticity of the experience. This study aims to research the optimum level of adaptation of an ICSE needed to achieve desired authenticity perceptions for positive consumer outcomes. The study also identifies the influence of generational cohorts and cultural competencies on developing such positive consumer outcomes.

The study uses two scenario-based experiments depicting low, moderate and high levels of adaptation to an ICSE.

Consumers prefer a cultural experience with a moderate level of adaptation to achieve the highest level of satisfaction and loyalty intentions. Perceived authenticity mediates the effect of adaptation on outcomes, with the generational stage (Study 1) and cultural competencies (Study 2) further influencing the relationship.

ICSEs and consumers’ desire for such cultural experiences are increasingly becoming a part of everyday consumption. Guided by social judgment theory, this study explores how two value-adding, yet conflicting tenants of successful ICSEs, cultural authenticity and adaptation, influence positive consumer outcomes.

A dilemma exists in that many view offshoring as a tradeoff between cost efficiency and innovation. The purpose of this paper is to reconcile this dilemma by showing how and why offshoring to institutionally distant host countries may result in innovation. The authors introduce an institutional lens in order to understand how offshoring to institutionally distant locales affects innovation outcomes of multinational enterprises. This lens is aimed to provide an analytical tool that is less coarse and less overwhelmingly focused on institutional distance (ID) as a harsh and certain harbinger of reduced innovation performance.

The authors use primary data from the Offshoring Research Network as well as secondary data from the Frasier Institute on Economic Freedom, and Hofstede’s cultural value survey to empirically assess the distinct effects of distance on innovation at the firm level.

The authors have developed a model of distance and innovation which goes beyond the traditional assumption of distance as overwhelmingly negative. Whereas in some cases, the positive effect of formal and informal distances outweigh the negative effects stimulating innovation; in other cases, the negative effects of distance hamper innovation. Finally, some elements of distance may not have an impact on innovation outcomes at all.

While previous research stresses the negative effects of distance in general, the authors provide an ID model which, in the context of offshoring, takes into account potential positive, negative, or no effects.

The study presents global supply chain managers with a reference framework for making strategic offshoring relationships decisions.

By unbundling the inherently confounding formative construction of distance measures, eschewing the reflexive assumption that distance is always negative, and mapping theories specific to the application of distinct institutional logics to specific value-enhancing business activities (i.e. innovation), this study offers a more accurate and complete institutional picture that helps reconcile institutional theory with an empirical record that often fails to find what it predicts.

The purpose of this paper is to understand when, how, and why service employees adapt the service encounter to meet the values and expectations of culturally disparate customers.

The authors tested the hypothesized framework utilizing a scenario-based experimental study. In total, a sample of 296 prospective restaurant service employees were asked to evaluate their willingness to adapt their behavior when faced with cultural differences as well as out group status. Furthermore, respondents were asked to assess their level of metacognitive cultural intelligence.

The authors found that both perceived cultural differences and out group status positively affect the service employee’s willingness to adapt their behavior. Further, cultural intelligence (CQ) positively moderates one of those two direct relationships.

The authors extend the literature on the service-adjustment process, as well as the managerial implications of service adjustment. The study is among the first to introduce the role of the service employees’ CQ in adaptation to an intercultural service encounter.

The purpose of this paper is to examine the effect of cultural intelligence (CQ) on the job performance of global managers.

In total, 332 global managers were surveyed from multinational companies operating in Brazil. The mediating effect of job satisfaction was tested on the CQ-job performance relationship.

The findings suggest that job satisfaction transmits the effect of CQ to job performance, such that global managers high in CQ exhibit more job satisfaction in an international setting, and therefore perform better at their jobs.

Results imply that global managers should increase their CQ in order to improve their job satisfaction and ultimately perform better in an international context.

The authors make three primary contributions to the international business literature. First, the authors introduce job satisfaction as a possible outcome variable of CQ. Thus, this work is the first empirical study to test the effect of CQ on the job satisfaction of global managers. Second, although the job satisfaction-job performance relationship is recurrently discussed in the organizational behavior literature, it is not often explicitly associated with global managers that are working in cross-cultural settings. Finally, the authors posit that job satisfaction mediates the relationship between CQ and job performance.

Hospitality businesses have been challenged to pick fitting electronic word-of-mouth (eWOM) management strategies, yet accurate return on investment assessments and contextual contingencies interpretation essential for leveraging eWOM power are largely absent. This study aims to fill these gaps and develop a tool aiming at more holistic and accurate eWOM management assessment.

An agent-based model is developed based on eWOM-related hospitality/business theories and empirical evidence on the NetLogo 6.0.2 platform, wherein a series of simulated experiments are conducted.

Simulation patterns suggest that conformity to the majority’s choice of eWOM usage can be beneficial for consumption satisfaction, yet conformity to a group’s eWOM posting choice can compromise satisfaction. Compared to the brief reputation-boosting benefit of exaggerated advertising, honesty in advertising is preferable given its compatibility with competing eWOM distribution and long-term reputation benefits.

A preliminary tool is developed for hospitality businesses that aids the clearer interpretation of and more accurate/cost-efficient assessment of effectiveness in managing eWOM distribution. Generic directions for improved eWOM management are also provided.

A prototype model is established that surpasses existing models in its ability to capture the complexity of eWOM management and more accurately assess management effectiveness. The authors also reveal emerging novel patterns concerning the interactive dynamics of eWOM behaviors and contextual influences. The research also adds to the scarce agent-based model applications in hospitality research/practices and recommends future potential applications.

Collective catering sector is increasingly offering alternative and more sustainable food propositions, but their success rests on their reception by guests and changes induced in individual behaviors. The authors investigate food-change determinants by examining the relationship between food behavior at staff restaurants and at home.

In an experiment over four days conducted in three staff restaurants, the authors monitored the behavioral changes and motivations of guests (n = 599) offered choices between standard and sustainable options for meat, fish, dairy products, fruit-based desserts and a vegetarian dish. The calculation of a “sustainable consumption score,” based on actual consumption at a restaurant by a subsample (n = 160) of guests gives an indication of interest for sustainable options.

Higher overall choices were observed for vegetarian dishes and for the sustainable meat options rather than for the sustainable fish and desserts options, thus suggesting contrasted perceptions of the sustainable alternatives. The results revealed two profiles of consumers with contrasting scores. The “lower receptive guests” had lower commitment to sustainable food at home and at staff restaurants, while the “higher receptive guests” found in the intervention meaningful propositions for pursuing their existing at-home commitment.

Long-term research would be required to verify whether repeated sustainable offers can break down deep-rooted choices and instill durable changes among consumers with lower commitment to sustainable food. This research contributes to the identification of some types of food that are more suitable for sustainable-oriented interventions.

Some food triggers are identified to further norm activation among the lower receptive profile of consumers.

By addressing continuities/discontinuities between at-home and at-restaurant consumption and mobilizing the “norm-activation” concept, the authors question the efficiency of sustainable food offers at work.

The purpose of this paper is to: give a brief history of the development of complexity science for people unfamiliar with the details of complexity science; describe the different types of complexity; discuss examples of the types of complexity, and introduce some ideas about how complexity could be introduced into education.

This paper summarizes other work in the field of complexity science, and organizes the results in a new way with the intent of making a difficult subject easier for the reader to understand.

Two different types of complexity are described – organized and unorganized. The focus of the paper is on organized complexity of which three categories are described – complicated, chaotic and critical. Examples, descriptions and characteristics of each category are given.

Suggestions are given as to how this transformational science could be integrated into education.

The paper summarizes other work in the field of complexity science, and organizes the results in a new way with the intent of making a difficult subject easier for the reader to understand.

Intergenerational relations imply dealing with ambivalences. This thesis is what the contributions to this volume have in common. Yet, critics may claim that it is not a new insight. Among them are those who recall that some of the greatest sagas in Greek mythology depicted what we now refer to as ambivalence. Others may argue that the experience of ambivalence pervades everyday life. Adult children, for example, feel ambivalent about placing their elderly father or mother in a nursing home. Parents have mixed feelings about their child’s living with a partner without an intention to marry and have children. A son’s or a daughter’s “coming out” as gay or lesbian is fraught with ambivalence on both sides.

The purpose of this paper is to examine female leaders' attitudes toward demand-side strategies to close the gender-leadership gap and discuss implications for organizations.

This article describes the process of knowledge co-creation that took place using an engaged scholarship epistemology over 23 interviews with North American women in senior leadership roles.

Five key themes related to women leaders' attitudes toward demand-side strategies are discussed. Some felt uncertain or opposed toward these strategies, whereas others supported them. Support for these strategies was dependent on perceptions of backlash regarding the implementation of these strategies and the participants' career stage. Finally, participants acknowledged that demand-side strategies are insufficient in isolation and require additional organizational supports.

These findings enhance our understanding and provide theoretical refinement of the mechanisms that drive female leaders' reactions to demand-side strategies to close the gender-leadership gap.

Participants advocated for certain practices to be considered when organizations contemplate the adoption of demand-side strategies. Importantly, participants advocated that the implementation of demand-side strategies would be insufficient unless organizations encourage greater dialogue regarding the gender-leadership gap, that top management support more gender inclusive leadership, and that male colleagues act as allies for women in leadership.

This article extends past research and theory by integrating the pragmatic perspectives of successful female leaders with previous empirical evidence to illustrate different reactions to demand-side strategies and ways for organizations to manage those in their efforts to close the gender-leadership gap.

The objective of this paper is to focus on seniors’ acceptance of the usage of connected healthcare technologies in their homes. The authors integrated into technology acceptance model (TAM) several latent variables such as social presence, trust and degree of intrusiveness perceived with the use of connected health technologies.

The authors distributed the survey by post to 605 seniors. The authors targeted elderly people using connected health technologies (assistive alarm, telecare, sensors, etc.) at home and/or receiving healthcare at home. The authors received 213 questionnaires back. As The authors had several latent variables, the authors used partial least squares (PLS), a variance-based structural equation modeling method.

The results show that the level of trust in these technologies impacts significantly the perception of usefulness and the degree of intrusiveness. In parallel, the degree of usefulness of these technologies impacts positively elderly people’s intention to accept their usage. Finally, one can claim that the perception of the social presence with the use of these technologies impacts positively the degree of perceived usefulness, trust and intrusiveness.

The sample covers a population benefiting from similar connected health technologies. It was difficult to distinguish and interpret the added value of each technology separately. As more and more elderly people use or are least familiarizing themselves with a range of connected technologies it would be interesting to identify which sets of connected technologies contribute the most to a positive feeling of social presence.

These results are particularly relevant to stakeholders in the health industry in their quest to improve their products/services. A better understanding of the relation that the elderly have with connected health technologies is an essential prerequisite to supporting the development of new solutions capable of meeting the specific needs of our seniors.

The authors want to apply the TAM to connected health technologies designed for elderly people and the authors also want to extend it by integrating the social presence, trust and degree of intrusiveness variables to our research model.