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“Omotenashi” has become a buzzword denoting the Japanese ethic for excellence in customer care. However, while there is an emerging body of research on the spirit of the provider side, nevertheless, the customer care experiences from the beneficiary perspective – especially the dynamics that manifest when such care fails – remain undercommented. Thus, the purpose of this paper is to identify critical dynamics of how unexpected thorny disharmony might manifest in instances of customer care failure, with a focus on customer service and intercultural lived experiences. In doing so it challenges a prevailing and dominant view of flawless Japanese customer care – Omotenashi.

Drawing on a multi-disciplinary approach the current research proposes a conceptual model and uses autoethnography to offer insights at the individual level unit of analysis.

The findings break ground towards innovative understanding of customer care failure dynamics, by considering intercultural situations.

By express design and paradigm, the research is limited to subjective interpretivism. The paper offers important implications for understanding customer beneficiary experience, especially to nuance and challenge the current hegemonic view of the positive nature of Japanese “Omotenashi” customer care in extant literature.

The findings have important practical implications for customer care managers. The paper aims to prompt a pause for thought, a warning of a drift towards organizational self-satisfaction and back slapping in relation to customer care and makes a call for a return to consider the holistic customer experience in the Japanese and inter-cultural contexts.

It can be argued that there appears to be a tendency in some quarters to massage and manipulate broader society by pointing to the positive. However, marketing scholars are aware that raising customer expectations in this way can magnify backlash when disconfirmation occurs. This study lends support to the notion that there may be a need to temper expectations and hype in customer relation contexts. This is predicated on the observation that individual – and, therefore, beneficiary – experience is unique, that uniqueness may be accentuated in intercultural situations.

The paper nuances the general positively portrayed aspects of Omotenashi by curating insights into when care fails. It addresses the paucity of lived experience accounts of the beneficiary experience of Japanese Omotenashi care in intercultural situations.

The sustainability of the construction industry is associated with the productivity, profitability and competitiveness of the firms, which are significantly affected by inefficient site supervision and labour management approaches. This study aims to use a case study with mixed methods to evaluate the site supervisory characteristics in labour management, labour performance assessment and labour productivity measurement towards developing meaningful guidelines in polishing construction supervision attributes.

Well-developed modern apprenticeship elements were applied to 62 construction supervisors who were selected using the snowball sampling method, and their relevant competency characteristics were assessed using a comprehensively developed grading mechanism connected with useful training manuals/tools. Academic reviews, experts’ consultations and other meticulous mixed approaches were applied at different stages of the research plan’s sequential layout.

The mean performance scores of supervisors indicate proficient-level grades in the competency characteristics related to applying efficient labour management procedures and developing-level grades in designing productivity measurement tools, performing assessments on efficiency and productivity and proposing enhancement practices on efficiency and productivity for site operations. The findings point to a modern generalised guideline that establishes the ranges of supervisory attributes within the scope of the study. The validity, reliability, adaptability and generalisability of the findings were assured by using pertinent statistical tests and professional assessments.

Though the study’s conclusions/findings are primarily applicable to the construction environment of a developing country comparable to the Sri Lankan context, they will considerably impact current/future industrial practices in various other countries and emerging industries.

The research has produced a conceptualised modern tool that guides determining the capacity levels of supervisory attributes for carrying out labour management, labour performance assessment and labour productivity measurement aspects in construction. The research has opened a pump that inflows new values of highly workable supervision features for strengthening the site management structures and filling the industry’s knowledge vacuum in the methodical execution of apprenticeships.

This project set out to explore information scholars’ perceptions of the influence of their keyword selections and the implications of their linguistic choices on possibilities for and perceptions of the field of Information Science. We trialed a narrative methodological approach to investigate the multiple stories told with specific keywords, how they relate to larger discourses within the field and the impact they have on the lives of information researchers.

This paper draws on Arthur Frank’s narrative analysis to consider keywords as stories, which shape one’s sense of professional identity and belonging. The analysis, which is informed by insights from multi-disciplinary scholars of keywords, employs data from a keywords-oriented workshop with Information School faculty and students, as well as an online questionnaire sent to heads of Information Schools.

We did not find a singular definitive story of information science scholars’ experiences with keywords. Rather we identify tensions surrounding common and contested understandings of discipline, canon and information, engaging the complexity of interdisciplinary, international, intellectual and moral claims of the field. This research offers insight into the experiential factors that shape scholars’ engagement with keywords and the tensions they can create.

A wealth of bibliometric analyses of keywords focuses on finding the “right” words to describe the scholarship you seek or the work you want others to discover. However, this study offers information researchers a novel approach, creating space to acknowledge the generative tensions of keywords, beyond the extractive logic of search and retrieval.

Societies depend on interconnected infrastructures that are becoming more complex over the years. Multi-disciplinary knowledge and skills are essential to develop modern infrastructures, requiring close collaboration of various infrastructure owners. To effectively manage and improve inter-organizational collaboration (IOC) in infrastructure construction projects, collaboration status should be assessed continually. This study identifies the assessment criteria, forming the foundation of a tool for assessing the status of IOC in interconnected infrastructure projects.

A systematic literature study and in-depth semi-structured interviews with practitioners in interconnected infrastructure construction projects in the Netherlands are performed to identify the criteria for assessing the status of IOC in infrastructure construction projects, based on which an assessment tool is developed.

The identified assessment criteria through the literature and the practitioner’s perspectives results in the designing and development of a collaboration assessment tool. The assessment tool consists of 12 criteria and 36 sub-criteria from three different categories of collaborative capacity: individual, relational, and organizational.

The assessment tool enables practitioners to monitor the status of IOC between infrastructure owners and assists them in making informed decisions to enhance collaboration. The assessment tool provides the opportunity to assess and analyze the status of collaboration based on three categories (i.e., individual, relational, and organizational).

The adverse impacts of climate change coupled with rapid informal urbanization in the Southern African region are increasing the vulnerability of already sensitive population groups. Consequently, these urban regions are highly vulnerable to urban heat island effects and heatwaves due to exogenous and endogenous factors. While the dynamic interplay between the built environment, climate and response strategies is known, this paper highlights the lived experience of informal settlement residents. It presents work from a project undertaken in Melusi, an informal settlement in Tshwane, South Africa, as a multi-disciplinary project focusing on improving the local resilience to climate change associated heat stress.

Following a mixed method approach, a semi-structured observational analysis of the spatial layout and material articulation of selected dwellings along with the continuous monitoring and recording of their indoor environments were undertaken.

The paper presents the research results in terms of the dwelling characteristics, as spatial and material-use strategies and documented heat stress exposure in these structures. The findings highlight that informal dwellings perform poorly in all cases due to endogenous factors and that inhabitants experience extreme heat stress conditions for between 6 and 10 h daily during the peak summer period.

Currently, there are little empirical data on the heat stress residents living in informal settlements in Southern Africa are experiencing. This article provides insight into the indoor environments of informal dwellings and hopes to contribute future guidelines or heat health policies.

This study aims to provide an overview of the National Education Policy (NEP) 2020, identify areas where libraries can play crucial role in effective implementation of NEP 2020 and explains the role of libraries in higher education for implementation of NEP 2020 in India.

For the purpose of the present research, the researcher has evaluated The “National Education Policy 2020” document consisting of 65 pages. The contents of NEP 2020 are evaluated to find out major areas of working for libraries and in the context of major areas, the crucial role which a library can play in implementation of NEP 2020 is described. Hence, the research methodology followed is “descriptive research method”.

NEP is bringing out tremendous positive changes in higher education in India. The changes can be effectively implemented with the help of libraries and library professionals to adapt to course, curriculum, research and infrastructure-related changes. The challenges of the 21st century in the field of higher education are related to personality development, strengthening of Higher Educational Institutions (HEIs), internationalisation of higher education, specific skills and values for students, motivation for researchers and teachers as well as for equity and inclusiveness of higher education can be effectively imparted by libraries and it can contribute as a catalyst for overall national development.

The study covers NEP of India 2020 and the role of libraries in HEIs of India are described.

NEP 2020 and its implementation are mandatory in HEIs in India. All universities and colleges in India had started implementing India’s NEP 2020, and hence, accessing the role of libraries in higher education for the successful implementation of NEP 2020 is essential. Elaborating on the “Role of Libraries under National Education Policy 2020” of India, libraries play a very important role in implementing the NEP 2020 of India. The sub-chapters from 9 to 19 under Chapter III on higher education are thoroughly studied by the researcher and on the basis of the contents related to NEP in the higher education system of India, the library parameters that can identify the role of libraries in NEP 2020 are explained.

Libraries contribute to “personal development” as well as “to inculcate certain prescribed skills and values”. “Interdisciplinary research” is intended to develop an active community of research in various disciplines as well as to increase the efficiency of both physical resources and human resources. Promoting interdisciplinary research is done through libraries. Many libraries have developed “inclusive education centres” to provide library facilities to visually impaired and disabled students.

Overall personality development, strengthening of educational institutions, optimistic move towards multidisciplinary education through identification of business skills and specific skills and values, internationalisation of education, a motivation factor for students, teachers and researchers as well as equity and inclusiveness in higher education are all the areas occupied by libraries. It is described elaborately and it is of social and educational value for all.

Productivity increase is correlated with profitability, sustainability and competitiveness of the construction firms. Recent studies reveal that the primary causes of productivity decline are poor usage of scientific and technological advances, ineffective supervision strategies and poor apprenticeship facilities/opportunities. Accordingly, the purpose of this study was to evaluate how well construction supervisors can utilise fundamental science and technological concepts/ideas to increase the efficiency and productivity of construction activities.

A new strategic layout was designed with the use of potential training guide tools. Based on the designed layout, a new supervisory training programme was developed, and 62 construction supervisors were selected, trained and evaluated in line with six parts of competencies and the relevant learning domains. An assessment guide with different levels of descriptions and criteria was developed through literature analysis and expert interviews. The research tools were verified using comprehensive approaches.

The overall mean values of supervisors’ performance scores indicate proficient-level grades in the competency characteristics related to taking measurements, generating drawings/designs using manual techniques and computer-aided tools, involving Bill of Quantities (BOQ) preparations and preparing training plans/materials for improving the competencies of labourers on estimation, measurements and understanding drawings. Their proficiency was notably lower in the use of information and communication technology application tools in construction tasks compared to others. The findings point to a modern generalised guideline that establishes the ranges of supervisory attributes associated with science and technology-related applications.

The study outcomes produce conceptualised projections to restructure and revalue the job functions of various working categories by adding new definitions within the specified scope. This may result in constructive benefits to upgrading the current functions associated with urbanisation, sustainability and society. The implementation of the study’s findings/conclusions will have a significant impact on present and future practices in other developing nations and developing industries, even if they are directly applicable to the Sri Lankan construction industry.

Up to certain limits/stages, the study fills not only the knowledge gap in the field of creating protocols and application techniques connected to lifelong learning and skill enhancement/upgrading but also the existing gaps in work attributes and roles of construction supervisors associated with the utilisation of fundamental science and technological concepts/ideas towards reinforcing sustainable and productive site operations.

This study aims to examine the relationship between knowledge management and career development in an era characterized by high levels of youth unemployment and a demand for specialized skills. Despite the increasing transition to a knowledge-based economy, there is a significant gap between young people’s skills and career readiness, necessitating an in-depth analysis of the role of knowledge management at the individual, organizational and national levels.

The authors conducted a qualitative study using the theory-context-characteristics-methodology approach based on a systematic literature review. The authors created an ecological framework for reflecting on knowledge management and career development, arguing for a multidisciplinary approach that invites collaboration across sectors to generate innovative and reliable solutions.

This study presents a comprehensive review of the existing literature and trends, noting the need for more focus on the interplay between knowledge management and career development. It emphasizes the need for businesses to promote the acquisition, storage, diffusion and application of knowledge and its circulation and exchange to create international business human capital.

The findings may help multinational corporations develop managerial training programs and recruitment strategies, given the demand for advanced knowledge-based skills in the modern workspace. The study also discusses the influences of education, experience and job skills on business managers’ performance, guiding the future recruitment of talents.

To the best of the authors’ knowledge, this review is among the first to assess the triadic relationship between knowledge management, career development and the global unemployment crisis. The proposed multidisciplinary approach seeks to break down existing silos, thus fostering a more comprehensive understanding of how to address these ongoing global concerns.

This paper aims to address the issue of the conservation and management of rural cultural heritage, with the aim being to gain an understanding of current problems and needs through a participatory approach, in recognition of the uniqueness of the relationship between nature, humankind and the built environment as an area of study. To this end, a comprehensive case study – Kemer Village in Turkey – focusing on the social sustainability and participatory approaches for the sustainable development of rural settlements is given. Accordingly, possible conservation, management and sustainability strategies are put forward considering the priorities and perspectives of different stakeholders.

This paper approaches the subject of rural heritage conservation and management from a social sustainability standpoint, involving an on-site investigation to understand the physical and social context of Kemer Village in Turkey, which has links to different periods in history, and contains significant examples of vernacular architecture and that has maintained its cultural characteristics. Tools and criteria for participatory planning approach were applied ensuring the involvement of the local community and stakeholders.

The findings of the present study reveal rural settlements to be important factors in the cultural heritage conservation and indicate the importance of prescient management and the adoption of a sustainable development model. Achieving the desired level of sustainability in historical villages through conservation of the built environment with the involvement of the local community is possible, as can be seen in the case of Kemer Village in Turkey, where the villagers and the local authorities worked in cooperation to ensure the preservation of the village's integrity.

This study will describe possible long-term strategies and actions aimed at involving the local community in the sustainable conservation of the rural cultural heritage while also embracing change. It is important that the concept of sustainability is realized with participatory planning methods. In addition to that, rural heritage and social sustainability together incorporate a widespread but rarely considered set of issues addressing local needs in conservation.