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Drawing on the work as calling theory, the purpose of this study is to explore how and when career calling promotes taking charge by focusing on the mediating effects of work meaningfulness and felt obligation and the moderating role of family-friendly human resource practice (FF-HRP).

The authors collected data from 293 supervisor–employee dyads at three time points in southeastern China. Path analysis and bootstrap method were used for hypothesis testing.

Employees' perceived career calling positively affected taking charge through work meaningfulness and felt obligation. The positive effects of career calling on work meaningfulness and felt obligation as well as the indirect effect of career calling on taking charge are stronger when employees perceive high levels of FF-HRP.

Organizational interventions should be designed to enhance employees' sense of calling, and the organization should inspire employees to take charge by awakening their perception of work meaningfulness and obligation. Moreover, FF-HRP should be implemented as a form of organizational support.

This research identifies work meaningfulness and felt obligation as mediators that link career calling to taking charge and reveals the role of FF-HRP in amplifying the positive impact of career calling.

This paper aims to explore how leader career calling stimulates employee career growth, with the supervisor–subordinate guanxi serving as a moderating factor.

Study 1 demonstrated that high leader career calling served as a catalyst for employee career crafting. The experiment provided causal evidence for the relationship between these two constructs, exhibiting strong internal validity. However, due to the challenges in measuring supervisor–subordinate guanxi and career growth within the context of a scenario experiment, Study 2 was designed to test the entire model and enhance the external validity of the findings.

Leader career calling significantly predicts employee career growth, while employee career crafting serves as a mediating mechanism in the relationship between leader career calling and employee career growth. Moreover, supervisor–subordinate guanxi positively moderates the relationship between leader career calling and employee career crafting. Furthermore, the mediating effect of employee career crafting in the relationship between leader career calling and employee career growth is contingent upon the quality of supervisor–subordinate guanxi. This study sheds light on the role of leader career calling in employee career growth and provides insights into the mechanisms facilitating employee career growth.

Firstly, it explores leader-to-employee career calling transmission, extending the career calling study beyond individual impacts. It emphasizes how leaders' work attitudes shape employee career growth. Secondly, it reveals career crafting as a mediator between leader career calling and employee career growth, identifying a new influence mechanism and expanding upon the primarily job crafting-focused existing literature. Lastly, it identifies supervisor–subordinate guanxi quality as a moderator in the leader career calling-employee career crafting relationship. This perspective enriches career calling research, illustrating how specific conditions stimulate career crafting.

This paper seeks to contribute to the discussion of relationship marketing in professional services firms (PSF). The process of dialogical interaction with clients is central to relationship marketing. However, client dialogue may fall dormant if not properly cultivated by employees of the PSF, that is, by professionals. This inductive study aims to investigate how professionals sustain a fruitful client dialogue by proactively introducing additional client problems to the dialogue.

Extensive field research with a “Big Four” accounting firm and 11 client companies inductively generates a framework to describe how professionals engage in proactive diagnosis of client problems to introduce these problems to the client dialogue. The framework is grounded in 49 focused interviews with professionals and client managers, as well as supplementary interviews, observations, and firm documents.

The suggested framework consists of the components of proactive diagnosis (information‐seeking and influence strategies), a trade‐off that professionals must make among these components, several enablers of and constraints on proactive diagnosis, and key client concerns that professionals must address to introduce additional client problems.

Despite the importance of client dialogue for relationship marketing, recommendations about how professionals can sustain client dialogue over time remain limited. This study describes proactive diagnosis as one potential approach. It contributes to literature on relationship marketing in PSFs by showing how proactive diagnosis helps professionals overcome the problem of dormancy in client dialogue, complements personal selling, and extends the role of diagnosis beyond paid client assignments into the pre‐selling phase.

Critiques the visions of management gurus in comparison to the measures which they offer to “deliver” them. Argues that organization development requires a qualitatively different look at workers and work going beyond behavioural prescription. Presents the concept of the new skills mix supported by arguments that integrate and develop more systematic analyses informed by frames of reference often regarded as mutually exclusive – this leads to a critical examination of proactivity and empowerment.

It is now accepted that a course of personalised, well‐planned support services for up to six weeks can prevent or delay the need for an older person to receive long‐term homecare and other labour‐intensive community services. Telecare can play an important role in managing the risks, both during the reablement period, and in the months following service delivery, irrespective of whether the individual needs long‐term homecare. This paper describes an innovative approach to provision that has been adopted in the Vale of Glamorgan, in which the service has been designed and is delivered by the Reablement Team. It is planned to expand the number of people being offered the service in the future by stratifying them using a new algorithm, and then support them subsequently with a pro‐active telephone calling service called CATRIN.

Customer feedback is believed to provide an important retailer metric. Notwithstanding, customer retention still presents a challenge in today’s increasingly digitalised business environment. The insurance industry has recently begun its digitalisation process and is struggling with customer retention. Hence, the purpose of this paper is to investigate the recurrent trends in the academic discourse surrounding this topic.

This narrative review has documented journal publications from January 2000 to February 2018, using the PRISMA statement. The Web of Science and SCOPUS databases were examined for prior studies of digitalisation and customer loyalty in an insurance setting.

The most recurrent themes were those deemed to be of most interest to the wider academic community and in greatest need of additional research. Expressed as a “conditional statement” this is summarised as: “IF [most recurring] THEN [need for further research]”. Most articles were published in UK-based journals, with most first authors listed in the USA as their country of origin. The articles most commonly discussed the need for “Proactive retention”, i.e. taking pre-emptive action to secure customer loyalty. This exposes a gap with extant theories on customer loyalty/customer retention, which favours customer feedback as an important metrics.

The articles investigated were not ranked beyond mentioning the number of publications found in each respective journal, as to determine any distinguishable patterns of publication.

The need for studies on “Proactive retention” is likely desirable also in other areas than insurance.

The study exposes a gap in extant theory, which mostly discusses retention from a posteriori knowledge. However, most examined literature is actually calling for a priori knowledge.

To measure the practice and management of proactive policing in local American police agencies and assess them in comparison to recommendations of the National Academies of Sciences (NAS) Committee on Proactive Policing.

A survey was conducted with a national sample of American police agencies having 100 or more sworn officers to obtain detailed information about the types of proactive work that officers engage in, to quantify their proactive work and to understand how the agencies measure and manage those activities. Responding agencies (n = 180) were geographically diverse and served populations of approximately half a million persons on average.

Proactivity as practiced is much more limited in scope than what the NAS envisions. Most agencies track only a few forms of proactivity and cannot readily estimate how much uncommitted time officers have available for proactive work. Measured proactivity is mostly limited to traffic stops, business and property checks and some form of directed or general preventive patrol. Many agencies have no formal policy in place to define or guide proactive activities, nor do they evaluate officer performance on proactivity with a detailed and deliberate rubric.

This is the first national survey that attempts to quantify proactive policing as practiced broadly in the United States. It provides context to the NAS recommendations and provides knowledge about the gap between practice and those recommendations.

This paper aims to introduce an innovative approach to employee engagement through personalized calls targeted at work-from-home (WFH) employees. It explores the effects of these calls on employee motivation and work behaviour.

The research is based on a case study of a multinational company over a one-year period (2020–2021). In-depth interviewing in the form of engagement calls was used as the primary method of data collection. Seventy-two frontline supervisors were directly involved in calling 1,318 employees totaling 2,671 calls. Content analysis was used to identify key patterns from the data.

The employees experienced varying degrees of WFH transition based on their response to isolation and work-life boundaries. The calls made a difference to their psychological and emotional wellbeing, reaffirming their confidence in the company’s WFH arrangements and reinforcing their self-worth. This led to the employees engaging more proactively through work process improvisation and working around technological challenges. The calls also uncovered unlearning and relearning as a way of helping them make deeper sense of who they are and how they can contribute more valuably to the company.

This longitudinal research offers fresh insights into the transitions of employees at different phases of their WFH experience based on the first-hand accounts of frontline supervisors. Theoretically, the study contributes to a different perspective of employee engagement and work behaviour from the remote working literature in the context of Covid-19.

The purpose of this study is to investigate the influence of servant leadership on hospitality employees’ proactive customer service performance (PCSP) by focusing on the sequential mediating roles of harmonious passion and customer orientation and the moderating role of others’ approval of contingent self-esteem.

This study uses structural equation modeling with the four-wave data collected from eight Chinese hotels.

This study finds that servant leadership can promote hospitality employees’ PCSP by sequentially boosting their harmonious passion for work and customer orientation. Moreover, others’ approval of contingent self-esteem strengthens servant leadership’s effect on harmonious passion for work.

First, this study extends the servant leadership research by extending its outcome to hospitality employees’ PCSP. Second, this study enriches the understanding of the mediating mechanism between servant leadership and PCSP. Third, this study advances the research on servant leadership by identifying the moderating effect of employees’ others’ approval of contingent self-esteem between servant leadership and harmonious passion.