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This paper aims to review the main literature on the relationship between the natural environment and management in hospitality and tourism firms and uses strategic lenses to propose a general framework of previous works and a map for future research.

A detailed collection of the most relevant literature on organizations and the natural environment in general is used, along with a specific compilation of the analysis in hospitality and tourism firms. The analytical comparison between the general studies and tourism literature provides opportunities for the discussion of research gaps.

The growing volume of research on environmental management in the hospitality and tourism firms suggests increasing interest in the topic in the past decade. However, our analysis uses a strategic framework to identify multiple relevant topics that are due for exploration. The generation of more robust theoretical and empirical contributions should also be prioritized in the future.

The findings provide insight into the growing importance of environmental issues in multiple areas of hospitality and tourism firms, including corporate strategy (new green business and implications of the environmental issues on the attractiveness of traditional tourism activities), competitive business strategy (differentiation and reduction of costs through environmental management), functional strategy (eco-labels, certifications and environmental management systems), green marketing, responsible supply chain and training.

While previous literature has emphasized the macro analysis of environmental challenges in the industry, this paper is one of the first to provide an analytical review of the literature on the natural environment and management of hospitality and tourism firms and will be particularly useful to better understand the organizational challenges.

The purpose of this paper is to explore the work-family experience of projects managers working in the construction industry, and identify how they manage their work-family interface.

Structured interviews were conducted with nine construction project managers working in the commercial sector, and data were subject to thematic analysis.

Role conditions were found to impact on participants’ work-family interface, identified as working hours, accountability, and the stress arising from accountability. Participants identified four key strategies used to manage their work-family interface: managing work-based stress, having a supportive partner, prioritising non-work time for family, and trading off activities. Despite having to limit time with family and trade off social and leisure activities, participants did not report negative work-to-family spillover. All participants shared a passion for their work. Findings can be explained using the heavy worker investment model, which proposes that job devotion is linked to psychological well-being, decreases in work-family conflict (WFC), and work satisfaction.

Contrary to previous research, findings suggest that construction project managers did not experience inter-role conflict between their work and family domains. It is recommended that further research explore these findings using the heavy work investment (HWI) framework which considers how internal and external predictors shape workers’ behaviour, and whether HWI typologies moderate the experience of WFC.

Recent years have witnessed an increasing number of cities develop strategies. The discourse of strategic management has become an obligatory point of passage for many city managers. This paper starts by posing an ostensibly simple question: why do cities need strategies? The commonsensical answer to the question is: because cities compete with each other. This paper aims to problematise the seemingly natural link between cities, competition and strategy. It also aims to explore the role that calculative practices play in creating city league tables that, in turn, function as the a priori condition that generates competition between cities.

This paper is interdisciplinary and draws on the related disciplines of accounting, organization theory and strategy. The argument unfolds in four steps: first, it briefly provides some theoretical background for analysis and relates it back to strategizing and accounting as a calculative practice; second, it scrutinizes league tables as an a priori of competition; third, it discusses the implications of the argument for city management and critical accounting; finally, it concludes with a discussion of the power effects of those calculative practices that shape strategizing in cities through the production of competition.

This paper argues that city strategizing is best understood as a set of complex responses to a new competitive arena, one rendered visible through calculative practices, manifested through city rankings. The paper makes five key contributions: one, league tables reduce qualities to a quantifiable form; two, league tables create an order amongst an heterogeneous ensemble of entities; three, league tables stimulate the very competition they claim to reflect; four, once competition is accepted, individual players need a strategy to play the game; and five, league tables have important power effects that may result in unintended consequences.

The paper contributes to understanding how calculative practices relate to strategy; it explores the organizational environment in which city managers strategize; in addition, it discusses the problem of civic schizophrenia.

The paper seeks to open up an agenda for studying city management, strategy and accounting.

With increasing competition in the marketplace, there is a greater push for exceeding customer expectations and delivering customer delight to ensure firm’s success. The main reason for this push is the beneficial outcomes for the firm. More recently, hidden benefits have been identified (i.e. elevated customer emotions can positively impact other customers and employees in the service environment). Adding to this developing literature, the current research develops a model that links antecedents and outcomes to employee perceptions of customer delight.

Both field and panel data, as well as multiple statistical methods, were utilized to test the hypothesized relationships. The field data were collected from employees of a national specialty retailer.

Service climate and interpersonal influence have a positive impact on customer delight and employee perceptions of customer delight. In turn, employee perceptions of customer delight positively impact harmonious passion and job dedication. In addition, accountability for pleasing customers is a significant moderator of the relationship between employee perceptions of customer delight and harmonious passion, but not between employee perceptions of customer delight and job dedication.

This research contributes to the ongoing debate on the viability of customer delight as a service standard by investigating the under-studied perspective of the frontline employee.

This research contributes to the debate on the value of customer delight as a service standard by investigating the under-studied perspective of the frontline employee. A key takeaway for practitioners is how to create and manage the delight spirals that can occur when customers are delighted.

This is the first study that evaluates antecedents and outcomes of employee-perceived customer delight in a single model. This is also the first study to measure the impact of employee perceptions of customer delight with field data.

The purpose of this article is to develop a cross-level, theoretical model describing the process by which interpersonal helping becomes conspicuous, as well as the process by which interpersonal helping subsequently prospers or becomes eradicated in the organization.

A theoretical analysis was performed by drawing upon various management-related theories.

We propose that organizational crises foster the emergence of interpersonal helping. Additionally, the positive relationship between organizational crises and interpersonal helping is stronger (or weaker) when individuals possess higher levels of other-oriented (or self-oriented) motives. Furthermore, we propose that a sympathetic climate at the unit level and employee job crafting at the individual level result in the prosperity of interpersonal helping, whereas interpersonal helping is eradicated by a sarcastic atmosphere at the unit level and citizenship pressure at the individual level.

Theoretically, we advance the literature by providing future research with a theoretical base for understanding interpersonal helping from a temporal and cross-level perspective. Practically, this article offers some managerial recommendations that help managers nurture interpersonal helping in organizations effectively.

The purpose of this paper is to offer a discussion, definition and comprehensive conceptualization of the smart service experience, i.e. the way guests and customers in hospitality and tourism experience and value the use of personalized and pro-active services that the intelligent use of data and technology enable.

Based on prior research on service experience, smart services and the differences between regular and smart services, this paper develops a conceptual framework in which the smart service experience is the central construct.

The characteristics of smart services (the intelligent, anticipatory, and adaptable use of data and technology) permit customers to experience services that previous conceptualizations of the service experience could not capture. The smart service experience provides empowerment, a seamless experience, enjoyment, privacy and security, and accurate service delivery. The paper also discusses challenges that service firms face in employing smart services, and proposes a future research agenda.

Both academics and practitioners expect smart services to revolutionize many industries such as tourism and hospitality. Therefore, research is needed to help understand the way customers experience smart services, what values they derive from them and the way service firms can employ them sensibly to enhance customers’ experiences.

This paper synthesizes insights from the literature on customer experience, smart services and co-creation into a conceptualization of the smart service experience, and distinguishes it from previous conceptualizations of regular services.

The purpose of this paper is to retrace the sources of robustness of the operations of Russian manufacturing subsidiaries of western multinational corporation (MNC) during the downturn, from the point of view of applied human resource management (HRM) practices.

A repeated survey of heads of Russian manufacturing plants of western MNCs was implemented. The same respondents aswered the similar questions in 2014 and in 2016.

The current evolution of HRM arrangements in the Russian manufacturing subsidiaries of MNCs can be explained by an attempt for ambidexterity. On the one hand, managers of the Russian manufacturing subsidiaries of MNCs attempt to prevent employee alienation. Thus, they retain permanent contracts and preserve guarantees of home-take pay. On the other hand, there is the elimination of several social benefits. In the author’s opinion, the cost-minimization approach has been used excessively. The authors speculate that the system of social benefits will need to be adjusted again to transform the system from one that is “crisis-proof” to one that is “stagnation adapted.”

The findings provide a basis for a broader discussion on mutation of HRM systems in manufacturing subsidiaries of MNCs facing deteriorating market conditions.

The purpose of this paper is threefold: to introduce a practice-based framework designed to integrate and deepen our understanding of how individuals co-create service experience practices; to identify co-creating service experience practices; and to provide a compelling agenda for future research, and offer practical strategies to enhance co-created service experiences. Accordingly, we extend practice theory, building on Kjellberg and Helgesson’s (2006) practice-based framework for markets by integrating Holt’s (1995) consumer practices and social capital-based practices (Gittell and Vidal, 1998; Woolcock, 2001).

The authors interpretive analysis draws on naturalistic observations carried out over 18 months, supplemented with 35 interviews (17 with residents, and 18 with staff) and a diary study of nine non-management staff (including nursing staff, kitchen and cleaning staff and administrative staff) at a residential aged care facility.

This paper offers a new conceptualization of service experience. Rather than viewing service experiences as dyadic, designed and produced by the firm for the customer, the authors conceptualize service experience as dynamic, experiential, relational activities and interactions, thus highlighting the collective, collaborative, evolving and dynamic nature of service experience.

Building on McColl-Kennedy et al.’s (2012) foundational work, the authors articulate three distinct types of practices that characterize service experiences. We extend practice theory offering an integrative practice-based framework consistent with our practice-based conceptualization of service experience. Based on the service ecosystem metaphor and drawing parallels and contrasts with an ant colony, the authors provide a co-created service experience practices (CSEP) framework comprising: representational practices – assimilating, producing and personalizing; normalizing practices – bonding, bridging and linking; and exchange practices – accounting (searching and selecting), evaluating (sorting and assorting), appreciating, classifying (displaying objects and demonstrating collective action, and play (communing and entertaining). Our CSEP framework integrates three theoretical frameworks, that of Kjellberg and Helgesson’s (2006) market practices framework, Holt’s (1995) consumer practices and social capital-based practices (Gittell and Vidal, 1998; Woolcock, 2001), to yield a deeper explanation of co-created service experience practices.

It is clear from our observations, interviews with residents and staff, and from the diary study, that customers co-create service experiences in many different ways, each contextually determined. In some cases the customers are well equipped with a wide array of resources, integrated from exchanges with other customers, staff, friends and family and from their own resources. In other cases, however, few resources are integrated from few sources. Importantly, the authors found that some staff are willing and able to offer an extensive range of resources designed to complement the customers’ own resources to help facilitate the service experience. We offer a seven-point practical plan designed to enhance service experiences.

The authors work contributes theoretically and practically in four important ways. First, the authors provide a critical analysis of prior service experience conceptualizations. Second, consistent with the conceptualization that service experiences are dynamic, experiential, relational activities and interactions developed with the customer and potentially other actors, including for example, other customers, organizations, and friends and family, we draw parallels and contrasts with a biological ecosystem and offer a co-created service experience practices (CSEP) framework designed to integrate and deepen the understanding of co-created service experiences and extend practice theory. Third, the authors provide managerial implications, including a seven-point practical plan. Finally, the authors offer a research agenda to assist further theory development.

This paper aims to highlight the drivers and trends of carbon dioxide (CO₂) emissions from fossil fuels of 21 Mediterranean countries, and suggest some policy recommendations to help mitigate them and fostering energy partnership within the studied area.

Simplified Kaya identity was used to analyse the drivers and trends of CO₂ emission from fossil fuels. Data used were retrieved from the US Energy Information Administration and Carbon Dioxide Information Analysis Centre. The analysis considers Northern rim countries and Southern‐Eastern rim countries (SERCs) as separate groups, as well as all together.

The total fossil fuel emissions between 1980 and 2005, the emissions growth rate in 1980s, 1990s, and 2000‐2006 were assessed. The findings put emphasis on the drivers and trends of fuel emissions considering per capita emission, gross domestic product and carbon intensity.

Despite their low contribution to global anthropogenic CO₂ emissions (∼7 percent), the growing energy demands in the Mediterranean countries – especially in the SERCs – shows that there is an urgent and tremendous effort that needs to be addressed at national and regional levels in order to slow down the increasing emissions without impacting the development growth. This paper puts special emphasis on the importance of regional energy and climate‐related frameworks as a systematic approach to endure the impacts of climate change through sustainable ways.