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We examine whether supervisor support and empathy moderate the relationship between customer injustice and employee display rule deviance through a reduction in employee anger.

Working adults (N = 214) completed an online survey assessing their experiences with customer injustice, feelings of anger, and the extent to which they deviated from emotional display rules over the past month. Participants also completed a measure of trait anger (a control variable), and they rated their supervisor’s general support and empathy.

Supervisor empathy (but not supervisor support) buffered the relationship between customer injustice and employee anger. In turn, reduced employee anger is related to lower display rule deviance. Country (United States vs. India) also moderated the effect of anger on display rule deviance; the relationship was stronger in India than in the United States.

Service industry employees typically are expected to regulate their emotional displays by displaying positive emotions and hiding negative emotions. Meeting these display rules is considered paramount to providing good service. Unfortunately, customers sometimes treat service employees in a disrespectful or unfair manner, and the resulting employee anger may cause employees to break emotional display rules. It is difficult to control customer behavior, but our results suggest that empathetic managers may help employees manage the negative emotions that result from customer mistreatment. Thus, selecting and training managers to show empathy may improve customer service by resulting in more resilient employees.

This chapter provides comments and suggestions to the lawmaker, and especially to economic policy-makers in the field of the optimal regulatory framework and implementation of sustainable practices. The main findings are as follows: (1) degradation of the rule of law in several European Union (EU) Member States and constant political undermining of the legal institutions represent the main threat for the implementation of sustainable practices and development; (2) the golden regulatory rule of thumb provides that regulatory intervention is suggested merely in cases of market failures under the condition that the costs of such intervention do not exceed the benefits; (3) over-regulation might impede implementation of sustainable practices, distort the operation of the market, undermine productivity, diminish growth and social wealth and consequently also sustainability; (4) efficiency and wealth maximization should be the lawmaker’s leading normative principle in designing the legal framework that will enable effective implementation of sustainable practices; (5) the efficient level of harmonization or subsidiarity of decision-making in the EU urges for a rigorous investigation of costs and benefits of the EU top-down harmonization policies which should lead to a better, efficient vertical allocation of sustainability agenda between EU and the Member States; and (6) The Reflection Paper on Sustainable Development Goals – “Towards a Sustainable Europe in 2030” – represents an effective institutional framework in pursue of the overall sustainability targets.

An underappreciated aspect of F. A. Hayek’s mature views about rationality is the inter-relation of the “pure logic of choice” and rule-following behavior. Sometimes it is asserted that Hayek abandoned his earlier understanding of individual rationality and replaced it with a completely rule-oriented conception of decisionmaking. In fact, however, the analysis in Hayek’s Sensory Order gives us the framework in which the relative roles of explicit choice-logic and rule-following can be discerned. Furthermore, this framework also shows that his fundamental conception of individual rationality is pragmatic, contextual, modifiable, and ecological. While standard neoclassical economists were axiomatizing the explicit logic of choice, Hayek was decades ahead of these economists in understanding the nature of decisionmaking outside of completely artificial worlds in which there are no cognitive limits and in which the structure of the environment is simple. This paper attempts to lay the foundation for an integrated understanding of Hayek’s pragmatic rule-following rationality and the “ecological rationality” of Gerd Gigerenzer and other researchers.

Justice rules are standards that serve as criteria for formulating fairness judgments. Though justice rules play a role in the organizational justice literature, they have seldom been the subject of analysis in their own right. To address this limitation, we first consider three meta-theoretical dualities that are highlighted by justice rules – the distinction between justice versus fairness, indirect versus direct measurement, and normative versus descriptive paradigms. Second, we review existing justice rules and organize them into four types of justice: distributive (e.g., equity, equality), procedural (e.g., voice, consistent treatment), interpersonal (e.g., politeness, respectfulness), and informational (e.g., candor, timeliness). We also emphasize emergent rules that have not received sufficient research attention. Third, we consider various computation models purporting to explain how justice rules are assessed and aggregated to form fairness judgments. Fourth and last, we conclude by reviewing research that enriches our understanding of justice rules by showing how they are cognitively processed. We observe that there are a number of influences on fairness judgments, and situations exist in which individuals do not systematically consider justice rules.

The change of production methods, the industrial revolutions, technological developments, and digital transformation have affected almost all functions in the enterprises. Accounting and auditing areas are also quite affected by this transformation. Another important result of technology and digitalization is the rapid increase in errors, frauds, and irregularities. Enterprises are looking for new solutions and investigations against irregularities and frauds. Audits for errors, frauds, or irregularities are among the interests of forensic accounting. Many methods are used to identify errors and frauds in the forensic accounting. However, it is inevitable that digital technologies should be utilized in forensic accounting applications as a result of the rapid spread of automation and computer programs in enterprises within the framework of digitalized business activities. Hence, enterprises will be able to get more effective results through computer programs and artificial intelligence in terms of fraud audit in forensic accounting. Expert system applications use artificial intelligence to enable computer programs to behave just like people. One of the most widely used, most easily applicable, and most understandable types of expert system is rule-based expert system. The aim of this study is to determine the accounting fraud that may occur in enterprises within the framework of forensic accounting through rule-based expert systems. For this purpose, various applications have been implemented in a large-scale production enterprise through the use of rule-based expert systems for the determination of accounting fraud. Benford’s Law, risk levels, and various other criteria were used in the creation of expert systems. According to the results obtained from the study, it has been seen that by means of rule-based expert system applications, enterprises can better detect existing frauds and prevent further irregularities in the future. The study is important and it is expected that the study will contribute to the literature because it is shown in the study that the rule-based expert systems, applied in many fields under the title of social sciences, can also be applied in the field of forensic accounting and auditing.

Purpose – The goal of this chapter is to contribute toward an understanding of Hayek's book “The Sensory Order.” It focuses on his concept of dispositions which influence perception as well as action. The dichotomy between the phenomenal and the scientific world which Hayek stresses throughout his works is based on the existence of such dispositions.

Approach – Hayek's cognitive writings such as The Sensory Order, “Rules, Perception and Intelligibility” (1963), “The Theory of Complex Phenomena” (1964), and “The Primacy of the Abstract” (1969) are the main resources to explain his cognitive theory.

Findings – Hayek's concept of dispositions facilitates re-interpretation of the term “dispersed knowledge.” Also, Hayek's Theory of Cultural evolution is seen as an evolution of dispositions, which stands in line with his view on the concurrent development of mind and culture.

Import of findings – The chapter offers a cognitive interpretation of Hayek's theory of government, depicting governmental action and rule-setting as spontaneous as well as deliberate processes.

This study examines emotionologies (Stearns & Stearns, 1985), that is, attitudes that members of an inter-organizational information systems (IOIS) project hold toward emotions and their appropriate expression and regulation in this project. In order to understand attitudes toward emotions and emotion regulation, we suggest the adoption of the concept of emotion structure, consisting of emotion rules and resources (Callahan, 2004).

To investigate the kinds of emotionologies present in this IOIS development project, we have chosen a qualitative case study approach. Our data consists of 41 qualitative interviews, collected in two phases.

We trace how emotion rules and corresponding emotion regulation strategies change among the sub-groups working in the project throughout their first year of collaborating. We show that organizational actors are skilled emotion managers, whose behavior is guided not only by many collective emotion rules (professional, organizational, social) but also by personal emotion rules. Our findings also suggest the need to critically reflect on certain emotion rules, such as those pertaining to the expression of fear and anger, and their potential positive and negative implications on project work.

We argue that group emotionologies with their professional, organizational, and social emotion rules interact with personal emotion rules, resulting in interesting emotion regulation strategies that often try to minimize emotional dissonance, sometimes at the expense of risking open conflict among project members. With this in mind, one theoretical and practical suggestion is to further explore the potential constructive implications of experiencing and expressing fear in projects.

Construction is a highly dynamic environment with numerous interacting factors that affect construction processes and decisions. Uncertainty is inherent in most aspects of construction engineering and management, and traditionally, it has been treated as a random phenomenon. However, there are many types of uncertainty that are not naturally modelled by probability theory, such as subjectivity, ambiguity and vagueness. Fuzzy logic provides an approach for handling such uncertainties. However, fuzzy logic alone has some limitations, including its inability to learn from data and its extensive reliance on expert knowledge. To address these limitations, fuzzy logic has been combined with other techniques to create fuzzy hybrid techniques, which have helped solve complex problems in construction. In this chapter, a background on fuzzy logic in the context of construction engineering and management applications is presented. The chapter provides an introduction to uncertainty in construction and illustrates how fuzzy logic can improve construction modelling and decision-making. The role of fuzzy logic in representing uncertainty is contrasted with that of probability theory. Introductory material is presented on key definitions, properties and methods of fuzzy logic, including the definition and representation of fuzzy sets and membership functions, basic operations on fuzzy sets, fuzzy relations and compositions, defuzzification methods, entropy for fuzzy sets, fuzzy numbers, methods for the specification of membership functions and fuzzy rule-based systems. Finally, a discussion on the need for fuzzy hybrid modelling in construction applications is presented, and future research directions are proposed.