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This paper investigates whether error management orientation (EMO) of hospitality employees influence their service recovery performance (SRP) through self-efficacy.

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.

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.

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.

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.

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.

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.

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.

This is original research that examines an approach to end a cycle of passive citizenship by promoting social justice.

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.

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).

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.

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.

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.

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.

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.

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.

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.

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.

Purpose – This chapter aims to provide an overview of public administration practices in Brazil for the last 200 years, highlighting its main characteristics and the relationship between state and society. The chapter begins with the arrival of the Portuguese Crown in Brazil in 1808 and describes the main events up to the end of the President Lula's period of government.

Design/Methodology/Approach – The ideas presented in this essay originate from a review of extant literature as well as from the testimony of the authors who have researched and participated as active actors in the process in the last 20 years.

Practical implications – A source of information for those studying the evolution of the Brazilian public administration. The essay presents several phases of how political ideology has influenced public services delivery, pinpointing the impact of patrimonialism, bureaucracy, and managerialism on the government's daily activities.

Originality/Value – This is an original chapter that discusses recent Brazilian political and administrative history in order to ascertain a comprehensive picture of the main events and achievements that have led to the current state of affairs. The chapter is a valuable source of reference for analysis of the different periods of public administration in Brazil.

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.

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.

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.

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.

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.

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.

This chapter acknowledges the difficulties in the empirical study of social ventures – broadly defined as market-driven ventures that produce social change – that arise from the vast differences among social venture firms in terms of missions, goals, identities, strategies, and structures. In an effort to improve research in this area and advance the field of social entrepreneurship, the authors advocate approaching social ventures from a configurational perspective.

This chapter begins with a discussion of what social ventures are and why organizational configurations – sets of firms that are similar across key characteristics – may be an appropriate perspective to utilize. Then, two methods – cluster analysis and set-theoretic analysis – are discussed in detail as ways to approach the study of social venture configurations. Details include descriptions of the techniques, instructions for use, examples, and limitations for each.

This chapter identifies research opportunities using configurations approaches in social venture research. Substantial possibilities for multilevel and temporally based research are discussed in depth.

A configurational approach can address the incongruence and non-findings in current social venture research and offers new opportunities for future research.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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).

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.

This study contributes to both the theoretical and the empirical understanding of PFP systems and public employee work morale and attitudes.