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1 – 10 of 89Ines Küster, Natalia Vila and Amparo Kuster-Boluda
This paper first aims to examine associations between factors involved in business-to-business complaints management and results (satisfaction and loyalty) and analyses three…
Abstract
Purpose
This paper first aims to examine associations between factors involved in business-to-business complaints management and results (satisfaction and loyalty) and analyses three types of distributors based on their cultural profile (domestic, low context and high context). Second, the paper investigates whether the identified associations remain stable over time.
Design/methodology/approach
Data from a sample of distributors for a manufacturing company were gathered during two periods of time. A factorial analysis of correspondences and a cluster analysis were carried out to visually represent the associations among clients, complaints and results in the associations among clients, complaints and results. The stability over time of these relationships was also analysed by calculating the correlations between the Euclidean distances on the two maps (one per year) and their mobility ratio.
Findings
The authors found significant evidence that clients from different cultures are associated with varying profiles of complaint and different result types and that certain associations remain stable over time.
Originality/value
While many studies have analysed complaint behaviour in business-to-consumer contexts, there is a lack of research from an international business-business relations point of view, leaving questions virtually unexplored. Second, the last phases of supply chain management, specifically complaints management, have been undeveloped, limiting the cultural factor to the general scope of negotiation. In this vein, this paper compares different complaint profiles and results, comparing culturally different customers/distributors. Third, research has mostly referred to a single period, while this paper investigates two different periods of time for the same company (and their distributors) to analyse the relevance of the stability (or not) over time of the associations identified.
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Rosa Hendijani and Mohammad Milad Ahmadi
Individual differences cause many differences in human behaviour, and the first source of these differences is personality. In various organisations, employees are encouraged to…
Abstract
Purpose
Individual differences cause many differences in human behaviour, and the first source of these differences is personality. In various organisations, employees are encouraged to manage conflict through conflict management styles. The way people think can be an essential factor in their ability to conflict management. Difficult employees are individuals who constantly use problematic communication styles to express their feelings and thoughts to direct the behaviour of others. This empirical study aims to investigate the effect of thinking styles on individuals’ conflict management in dealing with difficult personalities.
Design/methodology/approach
To achieve the research purpose, a gamified situation was designed, and a survey was performed in laboratory settings and on an online platform. At first, participants’ reactions were measured in the simulated conflict management situation dealing with difficult personalities; subsequently, the dominant thinking style of participants was measured by the rational-experiential inventory (REI) and the cognitive reflection test. At the end, participants answered a series of demographic questions.
Findings
The collected data were then analysed by regression analysis. Based on the findings of this study, the rational thinking measured by the REI40 has a significant and positive effect on the performance of individuals in conflict management with difficult personalities in an organisational context; in other words, rational thinking leads to better performance in conflict management than experiential thinking.
Originality/value
The value of this article lies in the direct study of the impact of thinking styles on conflict management, which was done by focusing on difficult organisational personalities. Also, using gamification in research design is another research initiative.
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Randi L. Sims, Tais S. Barreto, Katelynn M. Sell, Eleanor T. Lawrence and Paul Seymour
The purpose of this study is to investigate the role of trust, informational support and integrative behaviors in the effective outcomes of peer conflict in the workplace.
Abstract
Purpose
The purpose of this study is to investigate the role of trust, informational support and integrative behaviors in the effective outcomes of peer conflict in the workplace.
Design/methodology/approach
Deidentified secondary data were provided by a human resource management company that offers conflict resolution training. The authors studied a sample of 815 supervisors and middle-level managers (51% female; average age = 40) who reported their primary work experience was in the USA. Each respondent described a workplace conflict with a peer. A regression-based bootstrapping technique was used to test the hypothesized relationships between the constructs of trust, informational support, integrative behaviors and effective outcomes in peer conflict.
Findings
The relationship between trust and the use of integrative behaviors during peer conflict is conditional on the availability of informational support, such that those who solicit a third party’s views are more likely to exhibit integrative behaviors during the conflict under study, even at relatively lower levels of trust in the conflict relationship.
Originality/value
In this study, the authors add to social interdependence theory and the role of integrative behaviors by proposing the importance of interpersonal trust and informational support, which may reduce uncertainty during peer conflict. The authors also extend existing literature on cooperation, cooperative approaches to managing conflict and integrative behaviors in the workplace by examining peer-to-peer organizational conflict.
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Francesco Bolici, Chiara Acciarini, Lucia Marchegiani and Luca Pirolo
Technological innovations provide huge opportunities to expand and revolutionize the scope of products and services offered. This is particularly true for tourism, which is…
Abstract
Purpose
Technological innovations provide huge opportunities to expand and revolutionize the scope of products and services offered. This is particularly true for tourism, which is undergoing significant changes due to the development of new technologies. The level of technology diffusion depends on several factors like the exchange of information among peers, and the attitude and shared perception among the contributors. The aim of the study is to explore the diffusion of technology in tourism with a specific focus on the social media discourse around new technologies. Thus, the paper investigates the level of interest in these new technologies analysing the information exchange occurring between individuals on Twitter in order to explore the influence of reciprocal networking.
Design/methodology/approach
To capture the attitudes expressed in the industry, the study analyses the ongoing discourse on Twitter as a proxy for the participants “interest in new technologies. Through a social network analysis of the tweets and retweets conducted over a period of nine months, the research maps the level of information exchange about the diffusion of new technologies. Moreover, the sentiment analysis provides an interesting overview of the individuals” attitudes towards the awareness or the adoption of new technologies.
Findings
Our analysis has provided several insights: (1) the information network on blockchain in tourism consists of participants who change very quickly over time (high turnover of accounts); (2) some contributors have an extremely important role in influencing the flow of information in the system (information centralization), they can have a generalist (discussing several topics) or a specialist (focusing on a specific topic) behaviour and this strategic choice influences their network's structure; (3) these central nodes also have an impact on the definition of positive and negative sentiment towards a topic (sentiment influencer).
Research limitations/implications
The paper contributes to the literature on technology diffusion, by focusing on one of the preconditions of diffusion that is the shared positive attitude towards technological innovation. More specifically, we adopt a network-based approach, which is useful to explain the level of information exchange and the public discourse that can impact the shared perception and attitude towards technological innovation. The study also highlights the role of knowledge brokers in influencing this public discourse. Future studies can deepen the association between positive perception, higher levels of information exchange and increasing usage of specific technologies. Our results also suggest further exploring the opportunity to combine social media data and other sources of information to shed more light on the technological innovation diffusion processes.
Practical implications
This paper shows how practitioners can benefit from the analysis of information exchange about new technologies in tourism adopting a network perspective with the aim of understanding the level of influence among contributors. Moreover, the increasing interest in blockchain technology and the potential combination between social media data and other sources of information can offer promising insights.
Social implications
The present study explores the level of technology diffusion through the analysis of information exchange on social media (Twitter). Furthermore, the dynamics of individual user behaviour offers a better understanding about media effects.
Originality/value
While previous research is focused on the users' perception towards the development of new technologies in tourism, the aim of this study is to investigate the dynamics behind the level of diffusion of information and awareness about these new technologies, which still represents an unexplored area of research.
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The purpose of the paper is to showcase the significant achievements of Egypt's scientists in the 20th century across various fields of study such as medicine, physics, chemistry…
Abstract
Purpose
The purpose of the paper is to showcase the significant achievements of Egypt's scientists in the 20th century across various fields of study such as medicine, physics, chemistry, biology, math, geology, astronomy and engineering. The paper highlights the struggles and successes of these scientists, as well as the cultural, social and political factors that influenced their lives and work. The aim is to inspire young people to pursue careers in science and make their own contributions to society by presenting these scientists as role models for hard work and dedication. Ultimately, the paper seeks to promote the importance of science and its impact on society.
Design/methodology/approach
The purpose of this review is to present the scientific biographies of Egypt's most distinguished scientists, primarily in the field of Natural Sciences, in a balanced and comprehensive manner. The work is objective, honest and abstract, avoiding any bias or exaggeration. The author provides a clear and concise methodology, including a brief introduction to the scientist and their field of study, an explanation of their major contributions, the impact of their work on society, any challenges or obstacles faced during their career and their lasting legacy. The aim is to showcase the important achievements of these scientists, their impact on their respective fields and to inspire future generations to pursue scientific careers.
Findings
The group of outstanding scientists in 20th century Egypt were shaped by various factors, including familial upbringing, education, society, political and cultural atmosphere and state support for scientific research. These scientists made significant contributions to various academic disciplines, including medicine, physics, chemistry, biology, mathematics and engineering. Their impact on their communities and cultures has received international acclaim, making them role models for future generations of scientists and researchers. The history of these scientists highlights the importance of educational investments and supporting scientific research to foster innovation and social progress. The encyclopedia serves as a useful tool for students, instructors and education professionals, preserving Egypt's scientific heritage and honouring the scientists' outstanding accomplishments.
Research limitations/implications
The encyclopedia preserves Egypt's scientific heritage, which has been overlooked for political or other reasons. It is a useful tool for a variety of readers, including students, instructors and education professionals, and it offers insights into universally relevant scientific success factors as well as scientific research methodologies. The encyclopedia honours the outstanding scientific accomplishments of Egyptian researchers and their contributions to the world's scientific community.
Practical implications
The practical implications of this paper are several. First, it highlights the importance of education, family upbringing and societal support for scientific research in fostering innovation and social progress. Second, it underscores the need for continued funding and support for scientific research to maintain and build upon the accomplishments of past generations of scientists. Third, it encourages young people to pursue scientific careers and make their own contributions to society. Fourth, it preserves the scientific heritage of Egypt and honors the contributions of its outstanding scientists. Finally, it serves as a useful tool for students, instructors and education professionals seeking to understand the factors underlying scientific success and research methodologies.
Social implications
The social implications of the paper include promoting national pride and cultural identity, raising awareness of the importance of education and scientific research in driving social progress, inspiring future generations of scientists and researchers, reducing socioeconomic disparities and emphasizing the role of society, politics and culture in shaping scientific researchers' personalities and interests.
Originality/value
The paper's originality/value lies in its comprehensive documentation of the scientific biographies of Egypt's most prominent scientists in the 20th century, providing unique insights into the factors that contributed to their development and their impact across various academic disciplines. It preserves Egypt's scientific heritage and inspires future generations of scientists and researchers through the promotion of educational investments and scientific research. The encyclopedia serves as a useful tool for education professionals seeking to understand scientific success factors and research methodologies, emphasizing the importance of supportive and inclusive environments for scientific development.
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Pedro G.C. Pio, Tiago Sigahi, Izabela Simon Rampasso, Eduardo Guilherme Satolo, Milena Pavan Serafim, Osvaldo L.G. Quelhas, Walter Leal Filho and Rosley Anholon
This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.
Abstract
Purpose
This paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.
Design/methodology/approach
A sample of the major Brazilian banks was defined, with four traditional and four digital banks. The grey relational analysis (GRA) method was applied as an analytical tool to compare the most frequent complaints of traditional and digital banks. The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts.
Findings
The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved in the data and differentiating between traditional and digital banks. The most critical complaint categories, regardless of business model, were “unauthorized charges” and “poor service,” which were ranked first and second in the frequency rankings. Traditional and digital banks differed the most in the complaint category “unfair charge,” ranking third and eighth in the rankings, respectively.
Practical implications
Managers from traditional and digital banks can improve complaint management performance by applying ISO 9001 and ISO 20000 concepts such as incident, problem, change, service level, availability, capacity, information technology service continuity and financial management.
Social implications
The study's findings can help bank managers improve service levels in the face of technological competition. Improving these organizations is an important factor for developing countries such as Brazil.
Originality/value
This paper reveals the differences between two business models regarding complaint management. It also considers a methodological approach to include the uncertainty related to customers' perception and subjectivity inherent to complaints.
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Ibticem Ben Zammel and Tharwa Najar
Emphasis is placed on knowledge-sharing practices and their influence on the power structure influenced by the technological background of the organization. This paper aims to…
Abstract
Purpose
Emphasis is placed on knowledge-sharing practices and their influence on the power structure influenced by the technological background of the organization. This paper aims to focus on technological skills institutionalized to build organizational technological capital favoring the knowledge-sharing practices. It aims to extend the sociology literature by providing a conceptual background to explain the restructuring initiatives through the stabilizing role of technological capital.
Design/methodology/approach
Two comparative case studies have been conducted: the first study took place in a public company and the second study was carried out in a private company of telecommunication involving a documentary study, an observation and semi-structured interviews.
Findings
The findings in this paper show that the knowledge-sharing practices in the organizational field are stabilized by the technological capital. The technological capital promotes a knowledge management system and plays an important role in restructuring the established power within knowledge intensive organizations.
Practical implications
Chief executive officers are encouraged to promote sharing practices through developing an innovation culture and valuing technological skills. Relevance should be granted to the technological capital, which aligns the restructuring of a learning organization and promotes the knowledge management systems and stabilizes the organizational structure. Organizations should capitalize a set of technological skills as part of their organizational relevant capital.
Originality/value
Based on the practice theory of Bourdieu, this paper lights on the triad relation between knowledge sharing/organizational structure/technological capital through comparing between public/private management modes. A theoretical framework is proposed to overlap the ambiguity of the relation between knowledge and power.
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García and Cox (2013) have clarified that there is an urgent need for comparative studies of city/capital of culture (COC) events. With the ambition to foster exchange and…
Abstract
Purpose
García and Cox (2013) have clarified that there is an urgent need for comparative studies of city/capital of culture (COC) events. With the ambition to foster exchange and learning, knowledge production concerning cultural initiatives requires to think beyond the individual case study of a singular event. Simultaneously, the two scholars observe comparability and context-sensitivity between events as a major issue in these particular canons of research.
Design/methodology/approach
Drawing upon the research experience of the project, this article experiments with a novel reading of city/capital of culture events.
Findings
Beyond the singularity of a case study but with attention to context-sensitivities, the article proposes a relational reading practice to study the culture-led event framework. The author illustrates the proposed approach with material collected in ethnographic fieldwork in the cities of Donostia/San Sebastián, European COC 2016, and Hull, UK COC 2017.
Originality/value
By using one case study as a metaphorical pair of glasses framing the investigative perspective on the other, an analytical relationship between two COC events is established, fostering a broader prism of analysis and connected learning.
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Behzad Karami Matin, Shahin Soltani, Sarah Byford, Moslem Soofi, Satar Rezaei, Ali Kazemi-Karyani, Esmaeil Hosseini and Shiva Tolouei Rakhshan
Studies show that economic sanctions have had major negative impacts on health systems during the past years. The aim of this study is to identify the impacts of US sanctions on…
Abstract
Purpose
Studies show that economic sanctions have had major negative impacts on health systems during the past years. The aim of this study is to identify the impacts of US sanctions on the performance of public hospitals in Iran.
Design/methodology/approach
A qualitative research study was conducted between October 2019 and September 2020 in Kermanshah Province, Iran. Semi-structured, face-to-face interviews, lasting between 25 and 90 min, were carried out with 20 participants in seven public hospitals affiliated to the authors’ institution in Kermanshah Province. Inductive thematic analysis was used to identify themes in the data.
Findings
Five main themes emerged from the analysis: resource management challenges; financial restrictions; interruptions in planning; reductions in the quality of service delivery; and changes in organizational relationships.
Originality/value
The results of the present study demonstrate that US economic sanctions have considerably reduced access to necessary medical equipment and medicines for public hospitals in Iran. Policymakers should monitor the distribution of equipment and pharmaceutical products within public hospitals in Iran and take actions to ameliorate shortages during times of economic sanctions.
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Peng Ning, Lixiao Geng and Liangding Jia
Drawing on bargaining power and the inequality aversion perspective, this study aims to probe employees’ influence on addressing income inequality between top executives and…
Abstract
Purpose
Drawing on bargaining power and the inequality aversion perspective, this study aims to probe employees’ influence on addressing income inequality between top executives and nonexecutive employees. Meanwhile, it examines the moderating role of employee-related factors and plan attributes.
Design/methodology/approach
This study uses a staggered difference-in-differences design with a propensity scoring match approach and verification of the parallel trend assumption to test the hypotheses.
Findings
The results support the hypothesis that employee stock ownership plans (ESOPs) significantly reduce within-firm income inequality. The negative effect is amplified by both the presence of trade unions and the unemployment rate at the regional level, as well as the duration of the lock-in period and the scale of participants within the stock ownership plan.
Practical implications
This study has implications for income inequality research and ESOP design and provides theoretical support for policymakers and corporate governance.
Originality/value
This study contributes to the literature on income inequality by examining the implementation of ESOPs from the employee perspective. Furthermore, it extends the current literature by investigating the strengthening effects of regional factors and ESOP attributes on the relationship between ESOPs and income inequality. The conclusions provide new empirical evidence to promote the effective implementation of ESOPs by combining internal and external factors.
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