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This paper aims to contend that to achieve the resilience needed to thrive long‐term in a dynamic, highly competitive marketplace companies need to commit to continual customer‐focused agility training.

The paper uses “Big Brown Box Inc.”, which is a disguised case about a real company's practices and experiences.

The paper reveals that training for resilience involves mastering three strategic management practices: cultivating foresight, rehearsing non‐routine behaviors and building an experimentation‐oriented community.

The takeaway from the Big Brown Box Inc. example is that all companies need to continually exercise their operational resilience to prepare for setbacks and the maneuvers of rivals.

The paper reveals that the rehearsing and training exercises needed to develop resilience will help an organization learn how to proactively engage in exploration and experimentation.

Despite the common focus on studying future events, the study of risk management and foresight have developed as two segmented scientific fields. This study aims to investigate whether current risk management methodology is sufficient for long-term planning against threats from terrorism and other black swan events, and whether perspectives from foresight studies can contribute to more effective long-term security planning.

This study investigates the planning process of the rebuilding of the Norwegian Government Complex destroyed during a terrorist attack in 2011. The study examines whether security risk managers find current security risk management methodology sufficient for dealing with long-term security threats to the Norwegian Government Complex.

Current security risk management methodology for long-term security planning is insufficient to capture black swan events. Foresight perspectives could contribute by engaging tools to mitigate the risk of these events. This could lead to more robust security planning.

The main contribution of this paper is to investigate whether perspectives and methodology from foresight studies can improve current security risk management methodology for long-term planning and look for cross-fertilization between foresight and risk studies. A framework for scenario development based on security risk management methodology and foresight methodology is proposed that can help bridge the gap.

This paper seeks to investigate the conditions and processes affecting the operation and potential effectiveness of audit committees (ACs), with particular focus on the interaction between the AC, individuals from financial reporting and internal audit functions and the external auditors.

A case study approach is employed, based on direct engagement with participants in AC activities, including the AC chair, external auditors, internal auditors, and senior management.

The authors find that informal networks between AC participants condition the impact of the AC and that the most significant effects of the AC on governance outcomes occur outside the formal structures and processes. An AC has pervasive behavioural effects within the organization and may be used as a threat, an ally and an arbiter in bringing solutions to issues and conflicts. ACs are used in organizational politics, communication processes and power plays and also affect interpretations of events and cultural values.

Further research on AC and governance processes is needed to develop better understanding of effectiveness. Longitudinal studies, focusing on the organizational and institutional context of AC operations, can examine how historical events in an organization and significant changes in the regulatory environment affect current structures and processes.

The case analysis highlights a number of significant factors which are not fully recognised either in theorizing the governance role of ACs or in the development of policy and regulations concerning ACs but which impinge on their governance contribution. They include the importance of informal processes around the AC; its influence on power relations between organizational participants; the relevance of the historical development of governance in an organization; and the possibility that the AC's impact on governance may be greatest in non‐routine situations.

The purpose of this paper is to investigate the influence of organizational controls, both formal and informal, over the goal orientations of frontline employees. The goal orientations of employees, namely, in frontline settings, have been associated with a number of positive outcomes for organizations. Not surprisingly, past research has identified several personal characteristics with an influence on goal orientations. However, the contextual variables that influence employees’ goal orientations remain unspecified.

The authors distributed approximately 1,350 questionnaires through the frontline employees of a Brazilian bank and obtained 296 usable responses. The questionnaire relies on previously validated scales. The final confirmatory factor analysis (CFA) obtained a good fit and provided evidence of scale validity.

Overall, our results suggest that both formal and informal control mechanisms play a significant role explaining employees’ goal orientation. However, informal control mechanisms were found to play a more significant role explaining employees’ goal orientation.

This paper relies on employees from a single organization. In addition, it has a cross-sectional nature. The procedural and statistical remedies employed in this study suggest that method variance is not a concern.

The results show that managers may resort to control mechanisms to influence the goal orientations of frontline service employees in a manner that is consistent with organizational objectives.

To the best of our knowledge, this is the first study that examines the impact of control mechanisms on employees’ goal orientation.

This paper aims to contribute to research on management training and development by exploring the impact of extensive training labeled as drill on coping with critical situations. More specifically, it inquires into conditions and supplements for drill to move from mere adaptation to exaptation, relating to the transfer of drilled procedures to serve novel requirements, in events involving different types of surprise.

The paper adopts an interpretive research approach. Data were collected through semi-structured interviews with members of the Austrian Military on cases of resilient field action in manifold situations of surprise.

The paper reveals that two different kinds of drill lead to properties that are essential for recovery from shock during critical events: the pure drill and the preaptative drill. Pure drill enables automatized action in situations when time or emotional pressure is too high for reflection or consideration of different options. Preaptative drill, pertaining to drill enhanced with background knowledge, leads to adaption or even exaptation of automatized action through reflection.

The present paper is the first to show the potential impact of drill on the ability to deal with specific kinds of surprise. It suggests that incorporating explanatory background knowledge about why and how rules and learned behaviors that were created into training programs can be of vital importance for dealing with surprise successfully.

The current study integrates self-enhancement and social exchange theories to construct hypotheses in which team-level narcissism is expected to negatively influence team-level task performance ratings and team-level organizational citizenship behaviors directed at team members (OCB-Is). Additionally, individual-level narcissism is expected to negatively influence peer performance ratings. Based on longitudinal data collected from 89 study participants constituting 29 project teams, results indicate (a) team-level narcissism influences task performance, (b) team-level narcissism influences changes in OCB-Is over time, and (c) individual-level narcissism influences peer performance ratings. Our findings suggest the necessity for practitioners to consider individual differences in the strategic formation of work groups.

Call centres are high‐pressure work environments characterised by routinisation, scripting, computer‐based monitoring and intensive performance targets. This promises a series of business advantages, but also risks counterproductive outcomes. Drawing on evidence from ethnographic field data, it is suggested that both desired and risked outcomes are mediated by personal modes of coping and organisational sustaining mechanisms. A central concern is to explore the underlying assumptions of call centre design and management, and to establish whether or to what extent information systems have been constructed as learning sites or behavioural control sites. When behavioural control is a primary goal this introduces a climate of resistance, further inflated by the culture of measurement and enforcement that is likely to ensue. In this environment, agent, manager and organisation become defensive and the main outcome is a destructive crisis of trust that creates important and difficult implications for the capacity to learn.

The traditional critical incident technique (CIT) and variants of the same have frequently been applied in service research for several decades. The technique has often been used to capture data on and analyse both negative and positive critical incidents. While one technique displays hosts of critical incidents in benchmark‐type series (SIT), another variant describes the dynamism in one discrete critical incident and a third the dynamism of the configuration of critical incidents (SPAT). In this article the different variants are discussed in relation to psychological theory focusing on the concepts of time, history and memory. To be able to analyse the criticality from the individual customer’s perspective, we argue that one must understand the significance of critical incidents in the light of human memory mechanisms and judgement processes. The discussion forms the basis for suggesting a new, tentative framework for analysing the criticality of critical incidents. We call this criticality critical incident technique (CCIT).

Preparing forces and their allies to operate in a world where asymmetry appears to be the only logical option for adversaries will require some significant and innovative adaptations to training and education methods. New models in leadership, selection, training, and education of leaders and troops are necessary to cope with complexity, non-predictability in conflict solving, and peace support operations. Multidimensional thinking and acting in military decision-making and applying new learning models to build up a climate of change and innovation on all levels of the armed forces is necessary. Organizational learning models, already applied in reshaping civil enterprises, are also useful in restructuring military forces and prepare them for the new challenges. T. Edmunds argues that the emerging new roles of the military cannot only be derived from an “objective functional reassessment” of the nature of new threats but are emerging, rather, as “a consequence of domestic and international socio-political influences that shape state’ perception of what their Armed Forces should look like and the purposes they should serve.” There is a higher priority for intercultural competences for leaders of all levels of responsibility, especially regarding the operational regions of the future and the globalized outcomes of conflicts in general. Research in this domain shows that methods of “face work” are best accomplished by Ting-Toomey's “identity negotiation.” Reshaping, restructuring, and preparing for new core rolls of the military and civil task forces are only to master when the responsible leaders manage to overcome the so-called “blind spot in leadership theories” (C.O. Scharmer), so leadership seems to be more and more a collective method of finding the “self.”