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This study aimed to evaluate the factors that determine an individual's decision to adopt human resources (HR) analytics. This study attempts to extend Unified Theory of Acceptance and Use of Technology - 2 (UTAUT2) to identify the lag rate in adoption.

Responses were obtained from 387 HR employees of the Banking Financial Services and Insurance (BFSI) sector in metropolitan cities of India through nonprobabilistic purposive sampling. The analysis was performed through hierarchical regression, structural equation modeling and moderation of resistance to change.

The results suggest that performance expectancy, hedonic motivation and data availability are endorsed by proponents of the intention to adopt HR analytics. In contrast, effort expectancy, social influence, quantitative self-efficacy and habits did not influence behavioral intention (BI). Additionally, the actual use behavior (UB) of HR analytics was determined by BI and facilitating conditions. Furthermore, the moderating effect of resistance to change is explored.

This study makes a significant contribution to the literature on the adoption of HR analytics. By appropriately concentrating on the adoption intention of HR analytics, organizations can intensify healthy employee relationships, thus encouraging the actual usage of HR analytics.

This study formulates a conceptual framework for the adoption of HR analytics that can be used by top management to formulate strategies for the implementation of HR analytics. Moreover, this study aimed to expand UTAUT2, emphasizing the concept of data availability and quantitative self-efficacy and examining the moderating role of resistance to change in the relationship between BI and UB.

The purpose of this paper is to verify and estimate the impact of the antecedents of Programme satisfaction and to explore its link with student loyalty in the higher education (HE) sector in the United Arab Emirates (UAE).

A Programme Experience Questionnaire (PEQ) was developed, based on the National Student Survey (NSS), which surveyed 187 graduates at a British university based in the UAE. Cronbach alpha tests were conducted to test the reliability of the variables and correlation and regression analysis were used to estimate the relationship and significance of the variables.

Teaching quality and variables directly associated with the students’ programme of study had the most significant impact on student satisfaction; thus emphasizing the need for recruitment and development of high quality academic faculty members. Academic feedback, library and IT resources did not have a significant impact. The link between Programme satisfaction and satisfaction with non‐academic services and facilities had a positive impact on student loyalty.

In the competitive UAE HE sector, it is important to identify the antecedents and their variable impact on student satisfaction with their programme and its impact on loyalty. A comparison of results of the PEQ across a number of years and across other universities within the UAE, would help validate the results obtained in this paper.

Studies of this kind, whilst in their infancy within the UAE context, are important given the UAE HE market is attracting more entrants and becoming very competitive. The results may provide valuable insights for universities in developing appropriate strategies to improve student satisfaction and thus enhance their competitiveness.

This study aims to analyze the existing literature in human resource analytics and highlights the future research agenda and trends in the same context. It deals with evaluating regional distribution, identifying key authors, publications, journals and keyword occurrences while examining current literature.

A total of 127 articles exported from the Scopus database were systematically analyzed using bibliometric analysis through VOSviewer, including performance analysis and science mapping of the literature studied.

This research postulates the inconsistency between the number of publications and citations received by an author. There was an increase in collaborative research over the years. Human Resource Management Review was regarded as the most influential journal with maximum citation. Maximum publications came from Asian countries. The study revealed that the author with maximum citation were mostly the first authors of the most cited documents.

This research may be beneficial for both researchers and human resource (HR) practitioners because it identifies the research gaps and research needs in the HR analytics domain. Besides, this study recognizes the patterns in HR analytics literature that helps researchers better understand the subject area.

This research incorporates bibliometric analysis for analyzing HR analytics literature to establish a more exhaustive and systematic understanding of the research area. This research contributes to the existing body of literature and assists fellow researchers in future studies.

This study examines whether compassion at work increases service employees’ job performance. More specifically, the purpose of this study is to show the mechanism through which experienced compassion in an organization affects the job performance of service employees.

The employees from a department store in South Korea were surveyed using a self-administered instrument for data collection. Out of 550 questionnaires, a total of 309 usable questionnaires were obtained after list-wise deletion, for a 61.6 per cent response rate.

The results of this study suggest that the evaluative perspective of positive work-related identity mediates the relationship between compassion at work and service employees’ job performance. In addition, the findings of this study demonstrate that there is significant mediating effect of service employee creativity on the relationship between compassion at work and job performance. Furthermore, the relationship between compassion at work and job performance was sequentially mediated by the evaluative perspective of positive work-related identity and the creativity of service employees.

The common method variance in the self-reported variables imposes a need for caution in the interpretation of the findings. Future studies could avoid the problem of common method bias by, for example, using supervisor ratings of creativity and job performance. On the other hand, this study will add to the growing body of research on service marketing by highlighting the role of compassion at work to enhance service employees’ job performance.

This study offers new insight for practitioners (i.e. CEOs, top management teams, employees) by suggesting that they may promote service employees’ job performance if they pay more attention to compassionate acts in service marketing.

As services are becoming more important and harder to sell simultaneously, this study provides a new perspective to improve service employees’ job performance by examining its link with compassion at work.

This paper aims to investigate how emotional intelligence and voice climate interact with flow in work teams.

The authors used multilevel structural equation modeling to analyze the nested data (individuals within teams). A total of 42 work teams (166 full-time employees) from the service industry participated in this research.

The results showed that emotional intelligence and voice behavior are positively associated with flow experience at the individual level. It was also demonstrated that emotional intelligence exerts partial influence on flow via individual voice behavior. At the team level, the authors only found a positive relationship between emotional intelligence and flow.

This research fills the knowledge gap of flow’s antecedents in teams. Members who are emotional intelligent and active in making suggestions to teams are more likely to experience flow in teams. Practitioners should be able to facilitate flow in the workplace through implementing training modules related to emotion appraisal/regulation and effective voice behavior.

Non-voluntary tipping (e.g. automatic gratuity) has received growing attention in the service industry. Existing research suggests customers respond unfavorably to non-voluntary tipping, yet little research has examined why. The current study aims to address this question, with particular interest in response to non-voluntary tipping under high-quality service.

Two scenario-based experiments tested the proposed hypotheses in between-participants design using ANOVA, hierarchical regression and PROCESS.

Study 1 showed that non-voluntary tipping resulted in higher negative emotions, which led to lower return intentions. Surprisingly, the negative effect of non-voluntary tipping was as strong (or stronger) under high (vs low) quality service. To understand this counterintuitive effect, Study 2 developed and tested two competing process models (i.e. blocked vengeance vs blocked gratitude). Supporting the blocked gratitude model, results revealed that non-voluntary tipping hinders customers’ ability to reward service employees, undermining positive emotions and lowering return intentions.

Current work was conducted in two settings using two scenario-based experiments. Hence, additional settings with non-scenario-based studies are encouraged.

The present work cautions managers considering a move to non-voluntary tipping to be aware of its negative effects, especially when the service quality is high. The blocked gratitude model suggests that managers should clarify methods available for customers who wish to reward good service.

This paper is the first to examine customer response to non-voluntary tipping under different levels of service quality and the underlying emotional mechanisms.

In this paper, the impact of customer incivility on work engagement was investigated. The authors also explored whether supervisor positive gossip and workplace friendship prevalence moderated the impact of customer incivility on work engagement in the Nigerian context.

The authors used a time-lagged design to collect data from 258 frontline casual dining restaurant employees across city centers in South-eastern Nigeria who completed Time 1 and Time 2 paper surveys after a one-month interval.

Structural equation modeling (SEM) revealed that while customer incivility was negatively lx`inked to work engagement, supervisor positive gossip and workplace friendship prevalence were positively linked to work engagement. It was also found that both supervisor positive gossip and workplace friendship prevalence moderated the negative connection between customer incivility and work engagement.

One proactive way to forestall the negative impact of customer incivility on work engagement is for managers to devise approaches to decrease the impact of uncivil customer behaviors, such as developing an atmosphere that engenders friendship and speaking positively to subordinates about other employees' work behaviors.

Although increased scholarly attention has been paid to workplace incivility, customer incivility has not been sufficiently addressed. Earlier research on workplace gossip is influenced by the widely-held belief that gossip is often negative, with far less attention given to the sunny side of gossip. This study is one of the earliest efforts to examine the moderating roles of supervisor positive gossip and workplace friendship prevalence in the negative link between customer incivility and work engagement in the hospitality industry.

This study aims to clarify the ambiguous nature of equity sensitivity and understand the associations between equity perceptions and the personality domain in organizational behaviour.

The study reviews 56 articles that rendered associations between different HEXACO personality domains and equity sensitivity and proposed a possibility of equity sensitivity being a situation-activated trait.

The domains of Honesty-humility, Conscientiousness and Agreeableness are predominantly associated with equity sensitivity. The domain of Emotionality is also associated but not as significant as the aforementioned domains. Unexpectedly, Extraversion, the domain of social interactions, and Openness to experience showed little to no associations. The transient nature of equity sensitivity has been proposed that postulates that such nature might help predict an individual’s personality characteristics in a given context.

This review is one of the first, to the best of the authors’ knowledge, to describe the associations between equity sensitivity and the HEXACO personality domains. Additionally, the situational nature of equity sensitivity and relationship with the personality traits is proposed.

The ongoing challenge for hospitality firms is not to avoid service failures completely but rather to find effective ways of recovering from them. The purpose of this paper is to adopt conjoint analysis to examine guest preferences for service recovery actions that are taken simultaneously and the effect of such actions in the context of hotels in order to seek answers to the following research questions: what type of compensation bundle is most preferred by guests? and How effective are compensations in terms of recovery satisfaction, especially with regard to subsequent behavioral intentions?

In order to study guest preferences for compensation, choice-based conjoint (CBC) experiments were used. The CBC survey method involves presenting respondents with several hypothetical scenarios that include numerous combinations of compensation attributes. The survey sample was recruited through web-based panels run by a marketing firm. The online survey was designed and built in the Sawtooth Software platform. Conjoint analysis was carried out.

The conjoint analysis results show that among the different compensation attributes, consumers preferred discounts the most, followed by corrective actions and loyalty points. Among the discount levels, consumers favored “free one night certificate for a future stay” over “100 percent off one night’s room bill.” Regarding loyalty points, consumers desire more points than fewer points. In terms of correction levels, consumers appear to desire an “upgrade to a suite” over just moving to another room or having the original room cleaned. Moreover, consumers prefer that service recovery be handled by upper-level management.

Several limitations should be discussed. For example, the type of service failure studied was limited to a booked room not being clean upon check-in. Different types and magnitudes of service failures may result in a different set of preferences for compensation bundles. In addition, the compensation attributes and levels were limited in scope even though they were obtained from interviews with managers at midsize hotels. Other attributes and attribute levels can be included in future studies.

Although an abundant number of studies have been done regarding service failure and recovery, the extent to which service recovery needs to be carried out before it translates into actual recovery remains unanswered. Using conjoint analysis, the study identified exactly which bundle of compensation items was most preferred by guests.

This study aims to explore the effect of innovation ecosystem stability (IES) on innovation performance of enterprises through the mediating role of knowledge acquisition (KA), and to study how these effects are moderated by unabsorbed slack.

This study draws on data from 327 Chinese enterprises and adopts the multiple linear regression method and bootstrapping method to explore the mediating effect of KA and its moderated mediating effect.

The results demonstrate that IES is positively associated with innovation performance of enterprises, and KA plays a partially mediating role. Moreover, unabsorbed slack negatively moderates the relationship between IES and KA as well as the mediating effect of KA.

This study investigates the relationship between IES and innovation performance, and the mechanism of influence, which has not been previously studied in the field of innovation ecosystem. This study also examines the interaction between unabsorbed slack and IES and further clarifies the mechanism and boundary conditions of the impact of IES on innovation performance.