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Employees' emotional competence (EEC) is gaining increasing attention in service failure and recovery research. This study investigates the mediating role of consumer forgiveness between perceived EEC and recovery satisfaction among casual dining consumers. Additionally, this study examines the effect of perceived EEC on recovery satisfaction across process failure vs outcome failure.

A critical incident technique (CIT) in conjunction with a self-administered online survey was carried out. Using the snowball sampling technique, a total of 204 useable responses were collected. To test the hypotheses, this study used partial least squares structural equation modeling (PLS-SEM).

The study finds that perceived EEC influences service recovery satisfaction. Additionally, the study identifies the mediating role of consumer forgiveness in the relationship between perceived EEC and recovery satisfaction. Multi-group moderation analysis shows that the relationship between perceived EEC and recovery satisfaction is weaker in process failures as compared to outcome failures.

Based on obtained results, this study recommends that after service failure consumer forgiveness and subsequent recovery satisfaction can be obtained with perceived EEC. To do so, managers need to incorporate emotional competence while recruiting and training the employees. Moreover, managers need to train employees on failure types and respective recovery strategies. Lastly, the study suggests that in emerging markets managers should pay greater emphasis on process failure, because such failure decreases customer satisfaction greatly than outcome failure.

To the authors' knowledge, this is the first study that investigates the impact of perceived EEC on consumer forgiveness which subsequently determines the recovery satisfaction in the emerging markets. It extends the application of the emotional contagion and affect infusion theories by exposing the effect of perceived EEC on recovery satisfaction through consumer forgiveness. In addition, the study provides insights that the influence of perceived ECC on recovery satisfaction significantly varies across service failure types.

The purpose of this study is to investigate the entropy generation in different nanofluids flow over a vertically moving rotating disk. Unlike the classical Karman flow, water-based nanofluids have various suspended nanoparticles, namely, Cu, Ag, Al₂O₃ and TiO₂, and the disk is also moving vertically with time-dependent velocity.

The Keller box technique numerically solves the governing equations after reduction by suitable similarity transformations. The shear stress and heat transport features, along with flow and temperature fields, are numerically computed for different concentrations of the nanoparticles.

This study is done comparatively in between different nanofluids and for the cases of vertical movement of the disk. It is found that heat transfer characteristics rely not only on considered nanofluid but also on disk movement. Moreover, the upward movement of the disk diminishes the heat-transfer characteristics of the fluid for considered nanoparticles. In addition, for the same group of nanoparticles, an entropy generation study is also performed, and an increasing trend is found for all nanoparticles, with alumina nanoparticles dominating the others.

This research is a novel work on a vertically moving rotating surface for the water-conveying nanoparticle fluid flow with entropy generation analysis. The results were found to be in good agreement in the case of pure fluid.

The purpose of this paper is to present a novel model on the unsteady MHD flow of heat transfer in carbon nanotubes with variable viscosity over a shrinking surface.

The temperature-dependent viscosity makes the proposed model non-linear and coupled. Consequently, the resulting non-linear partial differential equations are first reformed into set of ordinary differential equations through appropriate transformations and boundary layer approximation and are then solved numerically by the Keller box method.

Graphical and numerical results are executed keeping temperature-dependent viscosity of nanofluid. It is noted that, for diverse critical points, it is found that at one side of these critical values, multiple solutions exist; on the other side, no solution exists. A comparison is also computed for the special case of existing study. The temperature and pressure profiles are also plotted for various effective parameters.

The work is original.

The purpose of this paper is to investigate whether Hofstede’s (2001) cultural framework and the value paradox explain the use of appeals in advertising in Estonia.

Hypotheses are drawn in relation to Hofstede’s original four cultural dimensions – power distance, masculinity/femininity, individualism/collectivism and uncertainty avoidance. A sample of 110 print advertisements from four magazines were analyzed using Pollay’s (1983) classification of advertising appeals.

The results show that Estonian advertising reflects paradoxical values related to low power distance and femininity dimensions, and culturally congruent values related to high-uncertainty avoidance and individualism.

Findings suggest that cultural values (desired) alone are insufficient to predict the reflection of culture in advertising. Rather, consideration of the discrepancies between the cultural values (desired) and practices (desirable) enables a better explanation of the relationship between society and its advertising.

Scholars have shown increasing interest in the consequences of culture on advertising, but the opposing aspect of cultural values and practices has received limited research attention. The paper offers interesting insights regarding the effect of culture and the value paradox on the use of appeals in advertising. Additionally, analyzing the advertising of Eastern Europe is highly important because of the limited research attention that exists with respect to advertising in the region.

Considering the significant increase in researchers’ interest in human resource management (HRM) in the public sector domain, this study aims to focus on producing a scale of HRM practices customized for the context of public organizations.

Experts and semantic analysis were performed for the scale development (qualitative stage), and exploratory and confirmatory factor analysis through structural equation modeling was conducted for the scale validation (quantitative stage).

The public HRM practices scale (public HRMPS) is composed of 19 items, distributed along four factors/dimensions, named training, development and education; relationship; work conditions; and competency and performance appraisal. The scale showed evidence of internal and construct validity (convergent, divergent, criterion-related and discriminant), as well as reliability and content validity.

The public HRMPS can be applied in relational studies to test structural models of prediction, mediation and moderation to evaluate relationships with organizational behavior variables, such as leader-members exchange, engagement at work, life quality at work and well-being at work, among others.

The public HRMPS may also serve as a useful diagnostic tool for the decision-making process made by public managers so they can promote a strategic, evidence-based HRM. Furthermore, the transforming role of strategic HRM can be operationalized by adopting practices gathered in the public HRMPS, advancing toward new HRM strategies to promote healthier and more productive work environments.

Healthier and more productive environments translate into real impacts for society, the first beneficiary of public services with more quality, efficiency and accountability.

The public HRMPS is the first attempt to produce an operationally valid and reliable measure to evaluate strategic HRM practices, responding to calls in the literature concerning the need for an integrated, comprehensive and customized HRM practices scale for the public service context.

This case study can help the reader to understand how to build an effective board for family business, and why evolving board structure can help family firm to sustain for a longer period in Market. Reader can also learn about role of independent director, CEO's Succession process and ways to deal with duality issue that family owned enterprise may face during a transition from generation X to Y.

This teaching case study describes various decision-making situations using example of a Pakistani family firm and entrepreneurs who started the business few decades back in France. This partially disguised case is based on actual events. The data are collected based on discussions with family business owners and minutes of meetings. The objective of study is to make sense of the family business theories e.g. socio emotional wealth stakeholder and agency. Case readers can also learn about the family’s business governance practices using diverse scenarios presented in this case.

This study is suitable for graduate and undergraduate studies.

Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

CSS 7: Management science.

The purpose of this paper is to formulate a benchmark to increase the tyre curing press production rate while minimizing tyre curing press downtime and maintenance cost with the help of a maintenance management technique based on overall equipment effectiveness (OEE).

The methodology is based on determining the OEE of tyre curing press before and after rectifying the causes of failures. The failure mode and effect analysis (FMEA) technique is used to find out the root causes of repetitive failures in tyre curing press by using the risk priority number.

A significant change in the value of OEE is observed after rectifying the repetitive failures, which were determined using the FMEA technique. Thus, it is concluded that the OEE and FMEA assist in improving the industrial performance and competitiveness of the production equipment studied.

This study is limited to determining the OEE of single equipment only, not the whole production system. Manufacturing facilities are dependent on the operating environment; therefore a comparison of two different manufacturing plants based on the OEE value would not be justified.

This study can be applied in any tyre manufacturing industry in order to take competitive benefits, such as reduction in equipment downtime, increased production and reduction in maintenance cost.

The angle from which the paper approaches the bottleneck problem in a tyre production line is original for the studied company and shows positives results. It allows the company to apply the same approach in its other production equipment, lines and factories to achieve improvement in industrial performance and competitiveness.

This paper follows three objectives. The paper aims to demonstrate a synoptic view of the historical evolution of competence, significant growth and changes in conversation. The second objective is to investigate the meaning and definitional usage of competence and competency. The third objective is to present a synoptic view of different dimensions of competence.

This paper reviews the selected literature spanning from 1959 to date from various databases using the following keywords: competence, competency, employee competence, employee competency, competency management and competency-based management. A total of 170 studies were selected in the first wave. In the second wave, a detailed assessment was made, as suggested by Tranfield Denyer and Smart, to ascertain the relevance of the articles. In this way, only 63 studies were selected for the review. This study also considers other relevant literature.

The historical evolution demonstrates that competence scholarship has focused on use of the concept in different fields and contexts, theoretical frameworks for competence development and strategic relevance of competence-based (demand-based) human resource management. Results also suggest that the term competency and competence are interchangeably usable. Finally, the review summarizes a total of 16 dimensions of competence, studied in various contexts and classifies them into hard and soft competence and further dividing them into knowledge, skill and self-actualization-related competence.

This paper discusses various research implications for human resource development scholars and professionals.

This paper is a unique attempt to review the literature on three themes of employee competence.