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Conversational agents (chatbots, avatars and robots) are increasingly substituting human employees in service encounters. Their presence offers many potential benefits, but customers are reluctant to engage with them. A possible explanation is that conversational agents do not make optimal use of communicative behaviors that enhance relational outcomes. The purpose of this paper is to identify which human-like communicative behaviors used by conversational agents have positive effects on relational outcomes and which additional behaviors could be investigated in future research.

This paper presents a systematic review of 61 articles that investigated the effects of communicative behaviors used by conversational agents on relational outcomes. A taxonomy is created of all behaviors investigated in these studies, and a research agenda is constructed on the basis of an analysis of their effects and a comparison with the literature on human-to-human service encounters.

The communicative behaviors can be classified along two dimensions: modality (verbal, nonverbal, appearance) and footing (similarity, responsiveness). Regarding the research agenda, it is noteworthy that some categories of behaviors show mixed results and some behaviors that are effective in human-to-human interactions have not yet been investigated in conversational agents.

By identifying potentially effective communicative behaviors in conversational agents, this study assists managers in optimizing encounters between conversational agents and customers.

This is the first study that develops a taxonomy of communicative behaviors in conversational agents and uses it to identify avenues for future research.

The purpose of this paper is to examine the impact of workplace bullying on innovative work behavior and neglect with defensive silence as a mediator. The study further examines if the presence of friendship networks in the workplace can weaken the negative impact of workplace bullying.

Data were collected through self-report questionnaires from 835 full-time Indian managerial employees working in different Indian organizations.

Results revealed that workplace bullying negatively related to innovative work behavior and positively related to neglect. Defensive silence mediated bullying–outcomes relationships and effects of workplace bullying on proposed outcomes were weaker in the presence of high workplace friendship.

A cross-sectional design and use of self-reported questionnaire data are few limitations of this study.

The study extended the current research stream of workplace bullying to one of the underrepresented developing Asian countries, India. The study also contributes in terms of its sample characteristics as it covers managerial employees working across different organizations.

The purpose of this study is to examine whether the nature of leadership in the early years of the twenty‐first century as conceptualized in the research literature is valid among real organizational leaders across four global regions.

A literature review of recent scholarly articles suggested that today's leadership best practices can be sorted into six categories, or zones: Reflection, Society, Diversity, Ingenuity, People, and Business. These six zones became topics for focus groups of organizational leaders that tentatively supported the six‐zone structure and provided qualitative data used to create a 42‐item measure, the AchieveGlobal Leadership Scale (AGLS). The AGLS was then employed to examine the degree to which 899 leaders in Asia, Europe, Latin America, and the USA felt that each zone was important in meeting their organizational challenges.

The data from the 42 items were analyzed using a confirmatory factor analysis, which suggested that the six zones all triangulated on and comprised the larger construct, Leadership in the twenty‐first century. Regional differences emerged in the importance that leaders attributed to the zones, in the degree to which leaders effectively demonstrated the zones, and in the order in which leaders ranked their organizations' top business challenges.

The six‐zone model of leadership and its differences by geographic region hold potential to help leaders examine and improve their own leadership abilities.

The purpose of this paper is to present a case study describing the progress that is being made in one city in England to increase access to Care Act 2014 assessments and personal budgets among people with experiences of homelessness and multiple exclusion.

A case study employing a “study group” to describe and reflect on local development work.

The authors focus on the “systems change” activity that was undertaken by one voluntary sector partnership project to address issues of referral and access to adult social care. This included the development of a “Multiple Needs Toolkit” designed to support voluntary sector workers to communicate more effectively with adult social care around the application of the new Care Act 2014 eligibility thresholds. The authors discuss the role of “persistent advocacy” in increasing access to assessments and also the limitations of this as regard the potential for poorer joint working.

Throughout, the authors draw on the “ambiguity-conflict” model of policy implementation to assess if the learning from this single case study might be applied elsewhere.

The purpose of this paper is to explore the interplay of organizational humorous teasing and workplace bullying in hospital work life in order to investigate how workplace bullying can emerge from doctors and nurses experiences of what, at first, appears as “innocent” humorous interactions.

Based on an ethnographic field study among doctors and nurses at Rigshospitalet (University Hospital of Copenhagen, Denmark) field notes, transcriptions from two focus groups and six in-depth interviews were analyzed using a cross-sectional thematic analysis.

This study demonstrates how bullying may emerge out of a distinctive joking practice, in which doctors and nurses continually relate to one another with a pronounced degree of derogatory teasing. The all-encompassing and omnipresent teasing entails that the positions of perpetrator and target persistently change, thereby excluding the position of bystander. Doctors and nurses report that they experience the humiliating teasing as detrimental, although they feel continuously forced to participate because of the fear of otherwise being socially excluded. Consequently, a concept of “fluctuate bullying” is suggested wherein nurses and doctors feel trapped in a “double bind” position, being constrained to bully in order to avoid being bullied themselves.

The present study add to bullying research by exploring and demonstrating how workplace bullying can emerge from informal social power struggles embedded and performed within ubiquitous humorous teasing interactions.

The author explores the contemporary logics of branding and authenticity among contestants in the reality television show, RuPaul’s Drag Race. In the chapter, the author points to the inherent tension in performing a drag persona that is perceived as authentic by audiences whilst at the same time looking to take advantage of any financial opportunities that being on the show may generate. This tricky balancing act is examined in relation to the case of the drag persona, Tina Burner, who was criticised for not being authentic enough and overbranding herself. The chapter highlights the competing demands that contestants on a high-profile reality show must deal with and the difficulty of deciding ‘when to keep it real in reality TV’.

This paper aims to explore the possible connections between self‐directed support and adult support and protection, both of which are important policy developments in Scotland.

The authors draw on findings from the national evaluation of the test sites or pilots of self‐directed support in Scotland and interviews at two time points with adult protection leads in the test sites. These interview data are set in the context of Scottish developments in adult support and protection.

Self‐directed support and adult protection had not been joined up initially. In the three Scottish test sites those responsible for adult safeguarding had not been engaged with the changes. They were unclear about the new systems and were concerned about the implications of reduced monitoring of risks. Shared training between those implementing self‐directed support and those carrying out adult protection work was viewed as a way of bridging these different areas of practice through enhancing mutual understanding and communication.

Policy and legislation have used the word support to provide reassurance of social protection for adults in need of care services. This paper provides new opportunities to consider the ways in which early enthusiasm for self‐directed support in Scotland may have neglected the support inherent to support and protection and the ways in which some adult support and protection stakeholders seemed to be acting as “bystanders” rather than influencing new systems of self‐directed support.

Depending on whether one premises academic literature, press reports, or vernacular folklore, the origin stories of microcelebrity cultures can differ greatly. As academics, we are often inclined to deem as canon and factual the descriptions detailed in refereed academic publications, viewing them as scientific truths that take precedence over other forms of written records such as traditional press or popular media reports. But what happens if the origin stories of cultural phenomena are not logged in these traditionally privileged outlets that are often in the English language, and in a vocabulary not usually accessible to the general populace? What happens if the origin stories of cultural happenings remain within the domains of material or oral folklore without ever being logged as transmittable text? How do researchers go about reading theory, applying concepts, and interpreting their data while maintaining the critical lens of cultural relativism? In this chapter I contemplate the origin stories of my research on microcelebrity cultures between 2009 and 2018 both thematically and conceptually, by biographically recounting my methodological and theoretical trajectories in studying internet celebrities. As an act of radical transparency in displaying some of my most intimate fieldnotes – such as how I came upon particular schools of thought and theories – and as a reflexive mode of transcribing from material and oral culture the earliest beginnings of microcelebrity culture in Singapore as a participant observer, I hope this methodological biography will contribute toward rethinking the politics of our knowledge production as researchers.

The purpose of this paper is to consider what implications the government's policy of personalisation has for social care workers in terms of the skills that they need to achieve more personalised support for people using services and family carers.

A total of 86 semi-structured interviews were undertaken with a purposeful sample of social care commissioners, family carers, representatives of voluntary organisations and carers’ workers based in four contrasting localities in England.

Participants highlighted the need for social care workers to have more specialist knowledge both about different complex health conditions and about services in their locality. The need to offer tailored support to carers that took account of the time they had been caring and the particular issues that they faced in terms of the health problems that the person for whom they cared was emphasised. The relational aspects of care are important.

This was an exploratory study and may need to be replicated before generalisations could be made.

Existing published research on personalisation rarely discusses its implications for the social care workforce in terms of their skills. There is also still only a limited literature looking at personalisation from the perspective of family carers and those working with family carers.