Search results

With the spread of information communication technologies (ICTs) at work, online voice has become an emerging form of employee voice. Online voice is a double-edged behavior for organizations and employees. The purpose of this paper is to examine a model in which online voice is positively correlated with workplace cyberbullying and to examine the moderating role of chronic job strain and moral efficacy on that correlation.

A total of 760 cases from 152 full-time Chinese workers in public sector employment were collected through the experience sampling method.

The results showed that online voice is positively correlated with workplace cyberbullying on a daily basis. Chronic job strain amplifies this relationship, while moral efficacy buffers it. Furthermore, the amplifying effect of chronic job strain is mediated by a lack of moral efficacy.

This research has implications for understanding the boundary conditions of the relationship between online voice and workplace cyberbullying.

Digital and social media have arguably altered the civic landscape, creating not only opportunities for civic voice and engagement but also distinct challenges. How do youth who are civically active think about activism and their own civic activities in this landscape? How does their sense of themselves as civic actors – the strength and salience of their civic identities – shape decisions to “speak up” online? In this chapter, we draw on data from interviews with civically active youth to explore connections between their civic identities and uptake of opportunities for voice online. Drawing on data from a follow-up study conducted two years after initial interviews, we also examine reported changes in online expression over time. We find that many – though not all – youth in our study appear to have strong civic identities, as indicated by their self-identification as “activists” and the centrality of voice to their conceptions of activism. We also observe connections between activist identification and online civic expression over time. Youths’ narratives about what informs their online voice decisions further suggest the relevance of forces that have influenced persistence in civic participation (such as life transitions, work, and family demands) in addition to pressures unique to the digital context (including online conflict and surveillance). This qualitative study suggests that strong civic identities may support uptake of, and persistence with, online civic expression and tolerance of related challenges. In the discussion, we consider implications for youth civic development and for the vitality and diversity of the digital civic sphere.

Grounded in emotional dissonance and social presence theories, this study examines whether the characteristics of employee–customer interaction (frequency, routineness and duration) and emotional intelligence (EI) have an impact on emotional labor (surface acting (SA), deep acting and naturally felt emotions (NFE)) and whether the type of interaction (face to face, voice to voice and online) moderates this relationship.

A survey method was employed to collect data from employees working in hotels, customer care and e-booking services (n = 604). The model was tested using structural equation modeling (SEM).

The study showed that EI was positively linked to deep acting and NFE but negatively associated with SA. Frequency of interaction had a negative relationship with deep acting and NFE but a positive association with SA. Duration of interaction (DOI) had a positive relationship with deep acting and NFE but a negative association with NFE. Routineness of interaction had a negative relationship with deep acting and NFE but surprisingly had a negative relationship with SA. Online interaction moderated the relationship between EI and deep acting.

This pioneering study examines the relationship between EI and characteristics of employee–customer interaction with emotional labor in the Indian hospitality context. While the association between EI and emotional labor has been studied, this study is unique in substantiating the moderating effects of interaction type and is among the first to do so empirically.

Although the mobile phone is a popular gadget, only a few studies have examined the relationships between personality characteristics and mobile phone use. This study aims to integrate and extend the literature by focusing on various personality characteristics and motivations to fully understand the influence of these variables on mobile phone use.

The research was conducted in Israel during the first semester of the 2015 academic year and encompassed 181 library and information science students. Participants were asked to complete the following questionnaires: personal details, mobile usage, motivation, self-disclosure and personality characteristics (openness to experience and extroversion and loneliness).

The most common use of students’ mobile phones is for mobile voice communication. Further, results show that the major factors that influence individual mobile phone use are motivation and the time spent using the phone. In addition, results indicate that personality characteristics have a large impact on mobile phone use as well, and that the dominant ones are openness to experience and self-disclosure.

The current study expands the scope of research about mobile phone use by examining the different functions provided by mobile phones within the context of personality characteristics as well as motivation. Further, mobile phones now not only serve as a means of communication but also have become a central means in students’ lives to access their social network system of choice, search for information and enjoy online leisure activities.

This paper aims to demonstrate that online complainants’ reactions to a company’s service recovery attempts (webcare) can significantly vary across two different types of dissatisfied customers (“vindictives” vs “constructives”), who have dramatically diverging complaint goal orientations.

Online multi-country survey among 812 adult consumers who recently had a dissatisfying brand experience and turned to a marketer-generated social media site to voice an online complaint for achieving their ultimate complaining goals. Scenario-based online experiment for cross-validating the survey findings.

Results suggest that “vindictive complainants” – driven dominantly by brand-adverse motives – are immune to any form of webcare, while “constructive complainants” – interested in restoring the customer-brand relationship – react more sensitively. For the latter, “no-responses” often trigger detrimental brand-related reactions (e.g. unfavorable brand image), whereas “defensive responses” are likely to stimulate post-webcare negative word-of-mouth.

This research identifies the gains and harms of (un-)desired webcare. By doing so, it not only sheds light on the circumstances when marketers have to fear negative effects (e.g. negative word-of-mouth) but also provides insights into the conditions when such effects are unlikely. While the findings of the cross-sectional survey are validated with an online experiment, findings should be interpreted with care as other complaining contexts should be further investigated.

Marketers have to expect a serious “backfiring effect” from an unexpected source, namely, consumers who were initially benevolent toward the involved brand but who received an inappropriate response.

This research is one of the first research studies that enables marketers to identify situations when webcare is likely to backfire on the brand after a service failure.

This research draws on qualitative interviews with primarily lower socioeconomic status (SES) public library internet users to illuminate their perceptions of economic benefits afforded by the internet. This powerful evidence challenges utopian new technological theories. The results from this study allow for the comparison of perspectives from Millennials, Generation Xers, Boomers, and the Silent generation. These results suggest a disconnect between the cultural mythology around the internet as an all-powerful tool and the lived experiences of lower SES respondents. Lower SES participants primarily use the internet to train and educate themselves in areas where they would like to work in the process of applying for jobs using the internet. Participants recognized marginal benefits such as socialization and less burdensome job application processes. However, they struggled to identify significant job-related benefits when comparing applying for jobs online as opposed to applying for jobs in person. With the exception of millennials, all generational groups believed in the economic promise of the internet to make their lives easier given enough time. Millennials, however, challenged the techno-utopianism expressed by other generations. Only millennials recognized the realities of digital inequalities that make techno-utopian outcomes unattainable given broader economic realities for low-SES individuals.

This study aims to examine the faculty perceptions of their competence and readiness for online teaching in Sarawak higher education (HE).

A validated instrument, Faculty Readiness to Teach Online (Martin et al., 2019), was distributed to four main higher learning institutions in Sarawak, Malaysia, yielding 174 responses.

The highest rated competencies across the four HEs were course communication and course design. This was followed by time management and technological competence. MANOVA results showed no significant differences in the demographic variables.

The results of this study must be viewed in light of some limitations of its generalisability. First, the small sample size does not fully represent all of the target population. Secondly, the study did not provide qualitative research data, especially pertinent to how the teachers perceived their competence linked with their ability and online teaching behaviours.

This current study shows that all participants were cognisant of the need to enhance their competencies to teach online. As acquisition and mastery of such competencies may require time and support, this means that the transition to online teaching requires advanced levels of instructor training and support, be it through professional development programs or in-service training.

Perceived importance for online teaching competence was ranked highly across all the four institutions. This understanding can help HEs transcend emergency online practices to provide data-driven approaches to better support and improve coordination, resilience and adaptability in HE.

Drawing on social identity theory and prosocial behaviour research, this study explores how people's integration of their offline and online social activities through Facebook cultivates their Facebook citizenship behaviour (FCB). It also offers further insight into the underlying mechanism of offline and online social activity integration - FCB relation by investigating people's social identification with their offline and online social groups as possible mediators.

Based on social identity theory (SIT) literature, community citizenship behaviour and offline-online social activity integration through Facebook, we developed a conceptual model, which was empirically tested using data from 308 Facebook users

The results confirm that the participants' offline-online social activity integration via Facebook is positively linked to their FCB. Further, the integration of offline and online social activity through Facebook positively affects how a person identifies with their offline and online social groups, which in turn causes them to display FCB. In addition, offline/online social identification mediates the integration – FCB relation.

In practice, it is interesting to see people's tendency towards altruistic behaviours within groups they like to associate themselves with. Those who share their Facebook network with their offline friends can use such network to seek help and support.

From a theoretical perspective, unlike past research, this study examines how individuals' offline-online social activity integration via Facebook helps them associate with groups. In addition, this study investigates social identification from an offline and online perspective.

Role is an under-studied topic in research on virtual game worlds, despite its centrality in the ubiquitous term “massively multiplayer online role-playing game (MMORPG).” In this article, we report on a study of the role concept and its relevance to virtual worlds, with emphasis on the MMORPG World of Warcraft (WoW). In particular, we focus on the concept of structural role, a term introduced to delineate a certain kind of social actor that carries greater-than-average responsibility for facilitating the diffusion of culture across interlocking groups. Beginning with a brief discussion of structural roles, this paper draws on ethnographic research in a raiding guild and interviews with hardcore WoW players to investigate the roles of guild and raid leaders in building and maintaining collaborative group play. Our study explores not only the expectations and obligations for players in key structural positions, but also specific processes through which they are embodied in everyday life online. Data show that an interest or willingness to learn the intricacies of gameplay, to take responsibility for players’ emotional well-being, and to manage a shared definition of the situation are all basic components of the guild and raid leaders’ roles, and guild or raid success is often reducible to the extent to which leaders master these components.