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This paper investigates whether error management orientation (EMO) of hospitality employees influence their service recovery performance (SRP) through self-efficacy.
Abstract
Purpose
This paper investigates whether error management orientation (EMO) of hospitality employees influence their service recovery performance (SRP) through self-efficacy.
Design/methodology/approach
In Study 1, data was collected from 161 hotel managers in the USA. In Study 2, data was collected from 215 restaurant employees in Turkey. Partial least squares (PLS) method using SmartPLS 3.3.3 was used for data analysis.
Findings
The results indicated that EMO of hospitality employees increases their self-efficacy beliefs which in turn enhance their SRP. The findings were consistent in both studies.
Practical implications
Hospitality organizations should consider assessing EMO of individuals when making selection decisions. These organizations should also consider providing error management training to employees to develop their EMO, improve error management skills and performance.
Originality/value
To the best of the author’s knowledge, this is the first study that focuses on EMO of hospitality managers and employees. Error orientation refers to how individuals cope with and how they think about errors at work. Errors are part of our work lives, and a positive orientation toward errors (i.e. EMO) can have a significant impact on individuals’ work attitudes, behaviors and performances. This is the first study that examines EMO as an important predictor of SRP. This study also makes a contribution by studying the mediating effect of self-efficacy to understand the underlying mechanism that links EMO with SRP.
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Sara Winstead Fry and Jason O’Brien
Existing research suggests that preservice elementary teachers tend to believe “good” citizens are people who follow laws and help others rather than people who embrace a more…
Abstract
Purpose
Existing research suggests that preservice elementary teachers tend to believe “good” citizens are people who follow laws and help others rather than people who embrace a more active model of citizenship that includes working to improve society. The purpose of this paper is to propose that this trend results from a self-perpetuating cycle of passive citizenship that develops in part due to state curriculum standards and school experiences which focus on transmitting knowledge rather than preparing students to be active agents of change.
Design/methodology/approach
The paper presents the results of action research conducted in a teacher preparation course; the research was designed to investigate the impact of a systematic effort to see if preservice teachers’ perspectives could be broadened to include a social justice perspective.
Findings
As a result of the findings, the authors argue that to counteract the cycle of passive citizenship, education to create a more socially just world must be a collective responsibility shared by teachers at all levels, K-16.
Originality/value
This is original research that examines an approach to end a cycle of passive citizenship by promoting social justice.
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Manuel Soto-Pérez, Jacqueline Y. Sánchez-García and Juan E. Núñez-Ríos
Identify some of the most relevant factors that trigger a private school's workforce to foster a sustainable competitive advantage by reinforcing the intrinsic job satisfaction…
Abstract
Purpose
Identify some of the most relevant factors that trigger a private school's workforce to foster a sustainable competitive advantage by reinforcing the intrinsic job satisfaction and the levels of teacher self-efficacy, engagement and job performance.
Design/methodology/approach
Surveys were applied to private school teachers to assess their perception concerning the studied variables, data were tested at a confirmatory level using the partial least squares path modelling (PLS-PM).
Findings
Teachers with a high sense of self-efficacy and possessing elevated intrinsic satisfaction tend to be highly productive and results-oriented. Intrinsic job satisfaction is a key factor that influences more than extrinsic job satisfaction in the previously mentioned relationship.
Research limitations/implications
Although the obtained results are constrained and apply to the Mexican context, we suggest that virtual limitation can be overcome by extending the study due to the proposed construct that can be applied in other regions or organizations.
Practical implications
Principals will need to develop mainly the intrinsic job satisfaction in the teaching staff, to improve the job and organizational performance. This should be accompanied, secondly, by factors that encourage extrinsic satisfaction such as fair pay or recognition.
Originality/value
Open up an alternative explanation, based on the evidence of this study, to the theory of social exchange, since the factor that most influences teacher’s citizenship behaviours is not extrinsic but intrinsic satisfaction. That is, it is not what the employee receives from the institution, but what the employee does or gives to the institution the source of satisfaction that will encourage greater job performance.
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Suzana Sampaio, Qiong Wu, Kathryn Cormican and João Varajão
The issue of project managers’ competencies has gained much traction in practice and more recently in academic debate. However, they have become analogous to extensive wish lists…
Abstract
Purpose
The issue of project managers’ competencies has gained much traction in practice and more recently in academic debate. However, they have become analogous to extensive wish lists where a project manager is expected to have an exhaustive list of aptitudes and capabilities. Therefore, identifying and defining the most critical competencies for project success is urgently needed. Moreover, although the vast number of studies emphasize the significance of behavioral competencies, there is a dearth of empirical research and studies within the context of information systems (IS) are scarce. Consequently, the present study aims to investigate the influence of project manager's behavioral competencies for the successful delivery of IS projects.
Design/methodology/approach
This research conducted a systematic literature review (2009–2019) of 27 relevant studies incorporating 179 competencies. The authors also collected data from 121 professional IS project managers and used regression analysis and dominance analysis to test the hypotheses proposed.
Findings
The results confirm that behavioral competencies (including leadership, communication, result orientation, emotional intelligence, ethics, creativity and motivation) are significantly and positively related to IS project success. Furthermore, the findings show that emotional intelligence (resilience, stress management and self-control), creativity (resourcefulness, creativity thinking and imagination) and ethics (transparency, honesty and integrity) are the most influential behavioral competencies for IS project success.
Originality/value
To the best of the authors’ knowledge, this research is among the first to use a quantitative analysis to empirically investigate project manager's behavioral competencies for project success in the IS discipline. It brings much-needed empirical evidence for the most important competencies for IS project managers.
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Sara Värlander and Ali Yakhlef
The purpose of this paper is to explore the interplay of the internet and the spatial designs of the bricks‐and‐mortar contexts within which face‐to‐face services are provided.
Abstract
Purpose
The purpose of this paper is to explore the interplay of the internet and the spatial designs of the bricks‐and‐mortar contexts within which face‐to‐face services are provided.
Design/methodology/approach
Focuses on the travel, the banking and book‐selling industries; the methods involve interviews, observation and visual material of the new physical spaces within which customer‐sales representatives interact face‐to‐face.
Findings
The internet has not reduced the importance of physical space; on the opposite, this study argues, it has revalorised and emphasized the significance of space.
Research limitations/implications
The study's explorative nature does not allow for generalization. Whereas space and time are traditionally regarded as contextual factors, this study recognizes their dynamic nature, regarding spacing and timing as economic phenomena. However, further studies may seek to establish more thoroughly such economic effects.
Practical implications
Changes in spatial layouts of a work place leads to novel spatial practices, which require new personnel competencies. For example, employees' more intimate interactions with customers entail new demands on employees' interpersonal skills and competence. By the same token, new metrics are required for measuring the performance and efficiency of employees.
Originality/value
Highlights the relationship among new technologies, changes in the nature of face‐to‐face services, spatial layouts, and change in time orientation, namely a change from time effectiveness towards interaction effectiveness.
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Martha de Jesús Beltrán Hernández de Galindo, Luis M. Romero-Rodriguez and Maria Soledad Ramirez Montoya
Massive open online courses (MOOCs) have been gaining popularity as non-formal lifelong learning educational platforms. However, they have been criticized for their low completion…
Abstract
Purpose
Massive open online courses (MOOCs) have been gaining popularity as non-formal lifelong learning educational platforms. However, they have been criticized for their low completion rate and low ability for networking. The purpose of this paper is to analyze how incorporating entrepreneurial competencies in MOOCs develops attributes of educational innovation and collaborative projects.
Design/methodology/approach
The research followed a three-stage process: in first stage, a comprehensive literature review was conducted to identify dimensions of entrepreneurial skills and attributes of educational innovation in MOOCs. In the second stage, a quantitative study was carried out, based on the analysis of pre- and post-test surveys taken by a sample of 6,517 participants. In the last stage, the interaction analysis model/computer-mediated communication analysis model was applied through qualitative analysis, using the MAXQDA tool to identify if entrepreneurship opportunities were generated in the interactions within the discussion forums of the MOOCs.
Findings
The results show that the analyzed MOOCs have an overall completion rate of 12.55 per cent, above the average of the rates found in the literature review. However, only 14.29 per cent of the participants expressed at least one opportunity to generate ventures related to the topics of energy in the discussion forums.
Practical implications
This research could help instructional designers and universities to consider the inclusion of entrepreneurship issues in the design of MOOCs’ content and to encourage more activities that promote networking among participants, to identify business potential from the educational materials.
Originality/value
This research is one of the very few studies on entrepreneurship competencies in MOOCs to understand how the inclusion of issues related to entrepreneurship in MOOCs can generate a positive impact on participants.
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Alexander Nikolaevich Raikov and Massimiliano Pirani
The purpose of the paper is to propose an effective approach of artificial intelligence (AI) addressing social-humanitarian reality comprising non-formalizable representation. The…
Abstract
Purpose
The purpose of the paper is to propose an effective approach of artificial intelligence (AI) addressing social-humanitarian reality comprising non-formalizable representation. The new task is to describe processes of integration of AI and humans in the hybrid systems framework.
Design/methodology/approach
Social-humanitarian dynamics contradict traditional characteristics of AI. Suggested methodology embraces formalized and non-formalized parts as a whole. Holonic and special convergent approaches are combined to ensure purposefulness and sustainability of collective decision-making. Inverse problem solving on topology spaces, control thermodynamics and non-formalizable (considering quantum and relativistic) semantics include observers of eigenforms of reality.
Findings
Collective decision-making cannot be represented only by formal means. Thus, this paper suggests the equation of hybrid reality (HyR), which integrates formalizable and non-formalizable parts conveying and coalescing holonic approaches, thermodynamic theory, cognitive modeling and inverse problem solving. The special convergent approach makes the solution of this equation purposeful and sustainable.
Research limitations/implications
The suggested approach is far reaching with respect of current state-of-the-art technology; medium-term limitations are expected in the creation of cognitive semantics.
Practical implications
Social-humanitarian events embrace all phenomena connected with individual and collective human behavior and decision-making. The paper will impact deeply networked experts, groups of crowds, rescue teams, researchers, professional communities, society and environment.
Originality/value
New possibilities for advanced AI to enable purposeful and sustainable social-humanitarian subjects. The special convergent information structuring during collective decision-making creates necessary conditions toward the goals.
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The purpose of this paper is to estimate the impact of a pay-for-performance (PFP) rule change on US Department of Defense (DoD) employees’ job satisfaction by looking at changes…
Abstract
Purpose
The purpose of this paper is to estimate the impact of a pay-for-performance (PFP) rule change on US Department of Defense (DoD) employees’ job satisfaction by looking at changes in the DoD’s National Security Personnel System.
Design/methodology/approach
The data for the analysis are derived from the 2002, 2004, 2006 and 2008 Federal Human Capital Survey. A difference-in-differences (DID) quasi-experimental methodology was used to examine the effect of a PFP rule change on DoD employee job satisfaction. The Department of Air Force and Navy are analyzed as a proxy for the DoD. This study also undertakes a subgroup analysis strategy to understand the effect of PFP systems on specific subgroups (classified by gender, race and supervisory status).
Findings
This study’s results indicate that the overall effect of the introduction of a new PFP rule at DoD is a decrease of approximately 7.9 percentage points in employee job satisfaction, which is a substantial negative effect. In addition, this paper further finds that DoD’s PFP system has widened the gender gap in job satisfaction at DoD.
Originality/value
This study contributes to both the theoretical and the empirical understanding of PFP systems and public employee work morale and attitudes.
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Alfonso Marino and Paolo Pariso
Studying bus local public transport in 20 Italian provincial capitals, the present paper aims to identify organizational factors to assess different modes of service managerial…
Abstract
Purpose
Studying bus local public transport in 20 Italian provincial capitals, the present paper aims to identify organizational factors to assess different modes of service managerial steering.
Design/methodology/approach
Starting from bureaucratic theory, the paper analyzes four different modes of managerial steering in a regression model that accounts for several variables to assess the quality of Italian bus local public service transport.
Findings
The research shows that a network managerial structure performs significantly better than any other type. The 20 provincial capitals are homogeneous in relation to the variables considered. Italian bus local public transport is managed by bureaucratic public organizations. Adhocracy, as opposed to machine bureaucracy, seems to be the more effective mode of managerial steering for sector specific aspects in different capitals, despite that, network managerial structure – associated adhocracy – is used only in five capitals (main cities).
Originality/value
The paper highlights that the dichotomy between machine bureaucracy versus adhocracy shows interesting considerations related to different mode to management of Italian bus local public service transport.
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This paper explores how the Medium-Term Expenditure Framework (MTEF) conflicts with annual budgeting and how University actors responded to such conflicting demands in a public…
Abstract
Purpose
This paper explores how the Medium-Term Expenditure Framework (MTEF) conflicts with annual budgeting and how University actors responded to such conflicting demands in a public university in Tanzania, a developing country.
Design/methodology/approach
The data for this study were collected from interviews, observations and document reviews. Data analysis processes were guided by the concepts of organizational façades and organized hypocrisy.
Findings
The findings show that while the state required the university to implement the MTEF, budget preparers and managers were concentrating on basic budgeting problems in annual budgeting. As a result of these conflicting demands decoupling occurred, as there were inconsistencies between the talk and actions of actors in MTEF implementation. In response, actors engaged in organized hypocrisy. The talk and actions were organized by developing pro-effective and symbolic layers. The pro-effective layer showed that actors were concentrating on annual budgeting, while the symbolic layer, through the creation of façades, showed that actors symbolically implemented the MTEF.
Practical implications
The paper suggests that budgetary reforms of governments, Western donors, such as the International Monetary Fund and the World Bank, and bilateral donors should focus on addressing the basic problems in annual budgeting rather than advocating complex reforms that compel actors to engage in hypocrisy and developing façades. Moreover, university management should address basic budgeting problems to avoid budgeting games during annual budgeting.
Originality/value
This is the first paper to employ the concept of organized hypocrisy to investigate the MTEF. By demonstrating the pro-effective layer, the paper responds to the call for investigation of how accounting works in practice (van Helden et al., 2021). Moreover, by presenting the symbolic layer, the paper responds to the call to investigate how facades are created (Michelon et al., 2016). The paper demonstrates how the concept of organized hypocrisy works well with the concept of organizational facades.
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