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Drawing on the conservation of resources theory, this study aims to identify the mediating effects of depersonalization and resilience on the relationship between customer incivility and organizational citizenship behavior (OCB). It further posits that these indirect effects vary depending on the caring climate and achievement orientation.

A field survey among 622 service employees (Study 1) and a three-wave field survey of 315 service employees and their managers (Study 2) from various service organizations were conducted.

This study confirms that depersonalization operates as a negative mediator in the relationship between customer incivility and OCB. Simultaneously, resilience emerges as a positive mediator, underscoring the contrasting pathways through which customer incivility affects OCB. Furthermore, a caring climate plays a pivotal role in mitigating the detrimental impact of depersonalization on OCB and weakening the positive impact of resilience on OCB. Additionally, this study identifies achievement orientation as a significant moderator between customer incivility and resilience.

This study advances theoretical foundations by investigating depersonalization and resilience as critical mediators in the intricate relationship between customer incivility and OCB. It goes beyond the conventional understanding of customer incivility’s impact by shedding light on the dual roles of a caring climate, demonstrating its potential to alleviate both positive and negative consequences of customer incivility. Moreover, its identification of achievement orientation as a moderator adds a novel dimension to the discourse, emphasizing the need for tailored strategies to harness employee resilience in the face of customer incivility.

This article overviews some key contributions to service research from the organizational behavior/human resource management (OB/HRM) discipline with its strong focus on the role of employees. This focus complements the Marketing discipline’s heavy emphasis on customers, largely true of service research, overall.

Ten OB/HRM frameworks/perspectives are applied to analyzing the roles of people (with a focus on employees and modest consideration of customers as “partial” employees who co-create value) in a service organization context. Also, commentary is offered on how the frameworks relate to six key themes in contemporary service research and/or practice. The article concludes with five reflections on the role and status of employees in service research—past, present and future.

Employee roles in evolving service contexts; participation role readiness of both employees and customers; role stress in participating customers; an employee “empowered state of mind”; an emphasis on internal service quality; “strong” HRM systems link individual HRM practices to firm performance; service-profit chain with links to well-being of employees and customers; a sociotechnical system theory lens on organizational frontlines (OF); service climate as an exemplar of interdisciplinary research; emotional labor in both employees and customers; the Human Experience (HX); specification of employee experience (EX).

Service remains very much about people who still guide organizational design, develop service strategy, place new service technologies and even still serve customers. Also, a people and organization-based competitive advantage is tough to copy, thus possessing sustainability, unlike with imitable technology.

This study examines the effect of occupational stress on turnover intention of employees working in the banking industry. The authors examine the mediating effects of service climate and emotional regulations of the employees in the relationship between occupational stress and intention to leave the organization.

This study followed stratified sampling technique for data collection from employees of ten commercial banks based on the banks' financial performance of top 5 and bottom 5 out of 27 banks. Data were collected at 2 stages, first from 465 employees for occupational stressors and second from 408 employees among the participants in the first stage for turnover intention, service climate and emotional regulation. Harman’s one-factor test was conducted to examine the common method bias. Confirmatory factor analysis (CFA), regression analysis and Preacher and Hayes Process Macro approach were used to examine mediation effect.

Three factors, namely workload (WL), role ambiguity and growth opportunity expectations were identified as the occupational stressors in the banking industry, predicting a positive relation of overall occupational stress to the intention to turnover. Service climate and the employees’ emotion regulation ability mediate the relationship between stress and turnover intention. Results also revealed no significant role of control variables in predicting occupational stress and turnover intention.

This study implies that the WL, role ambiguity and growth opportunity expectations of the employees cause stress in employees which may lead to have turnover intention. In order to get success in competitive environment, managers of banking industry can address stressors by enhancing service climate and formulating policies and programs to strengthen the emotion regulation which is evidence to strengthen the reciprocity approach of social exchange theory in employees’ commitment.

This study contributes to the social exchange theory and attempts to fulfill the gaps in empirical research on personnel psychology, human capital\ and organization management in developing countries.

This study assesses the extent to which integrated extension services contribute to the adoption of climate-smart agriculture (CSA) innovations within the cotton value chain in Burkina Faso.

To address the research question, a probit multivariate econometric model with sample selection is utilized. The model is applied to a random sample of farmers (n = 510), and the endogeneity is addressed through a control function approach.

The study highlights the central role of value chains, particularly in the cotton sector, in overcoming resource scarcity through integrated extension services. Findings show that smallholder farmers who benefit from sound extension services are more willing to adopt and diversify CSA technologies. These include improved seeds, conservation techniques, adapted planting dates and mechanization. This study confirms the synergistic nature of these technologies and emphasizes that effective climate risk mitigation depends on the combined adoption of CSA technologies.

The use of cross-sectional data limits the analysis of long-term farmer behavior, and due to data limitations, the focus was primarily on the contributions of cotton companies and farmers to climate risk mitigation. Future research using panel data across the value chain could provide a more robust insights for policy decision-making.

The study contributes to the existing body of knowledge by emphasizing the crucial role of integrated extension services within the cotton value chain in developing countries. This highlights the critical benefits for farmers and emphasizes the need to diversify modern technologies to effectively combat climate change and its variability in agriculture.

This paper analyzes how quality management in Ecuador’s national parks is explained through the quality practices contained in Deming’s quality principles from the point of view of employees.

Quantitative research was conducted with the participation of 254 employees from all national parks in Ecuador who rated the quality management practices (leadership, talent management, work climate and training) in their respective parks.

The results show that leadership, talent management, work climate and training significantly explain the service quality in the national parks. This study contributes to the adaptation of Deming’s quality principles to national parks via individual and joint analysis of the relationship between leadership, talent management, work climate and training with service quality in order to highlight which practices are the most important to service quality.

The paper provides a comprehensive overview of the key factors that influence service quality in the National Parks of Ecuador. Its multidisciplinary approach and exhaustive research make this work an invaluable tool for understanding and improving the preservation of natural resources and the tourism experience in these protected areas.

Este trabajo analiza cómo la gestión de la calidad en los parques nacionales del Ecuador se explica a través de las prácticas de calidad recogidas en los principios de la calidad de Deming desde el punto de vista de los empleados.

Se realizó una investigación cuantitativa en la que participaron 254 empleados de todos los parques nacionales del Ecuador quienes valoraron las prácticas de gestión de la calidad (liderazgo, gestión de talento, clima laboral y formación) en sus respectivos parques.

Los resultados muestran que el liderazgo, la gestión del talento, el clima laboral y la formación explican significativamente la calidad de servicio en los parques nacionales. Este estudio contribuye en la adaptación de los principios de calidad de Deming a parques nacionales a través del análisis individual y conjunto de la relación entre liderazgo, gestión de talento, clima laboral y formación con la calidad del servicio para destacar qué prácticas son las más importantes para la calidad del servicio ofrecido.

The purpose of this paper is to provide an overview of what (service) experience is and examine it using three distinct perspectives: customer experience (CX), employee experience (EX) and human experience (HX).

The present conceptualization blends the marketing and organizational behavior/human resources management (OB/HRM) disciplines to clarify and reflect over the meaning of (service) experience. The marketing discipline illuminates the concept of CX, whereas the OB/HRM discipline illuminates the concept of EX. The concept of HX, which transcends CX and EX, is examined in light of its recent development in service research. For each of the three concepts, key themes are identified, and future research directions are proposed.

Because the goal that individuals seek to achieve depends on the role they are enacting, each of the three perspectives on experience (CX, EX and HX) should have a different focal point. CX requires to focus on the process of solving customer goals. EX necessitates to think in terms of organizational context and job content that support employees. Finally, the focus of HX should be on well-being via enhanced gratification, and reduced violation, of basic human needs.

This paper offers an interdisciplinary perspective on (service) experience and simultaneously addresses CX, EX and HX in order to reconcile the different perspectives on experience in service research.

Tropical wetland ecosystems are threatened by climate change but also play a key role in its mitigation and adaptation through management of land use and other drivers. Local-level assessments are needed to support evidence-based wetland management in the face of climate change. This study aims to examine the local communities’ knowledge and perception of climate change in Yala wetland, Kenya, and compare them with observed data on climate trends. Such comparisons are useful to inform context-specific climate change adaptation actions.

The study used a mixed methods approach that combined analysis of climate data with perceptions from the local community. Gridded data on temperature and rainfall for the period from 1981 to 2018 were compared with data on climate change perceptions from semi-structured questionnaires with 286 key informants and community members.

Majority of the respondents had observed changes in climate parameters – severe drought (88.5%), increased frequency of floods (86.0%) and irregular onset and termination of rains (90.9%) in the past 20 years. The perceptions corresponded with climate trends that showed a significant increasing trend in the short rains and the average maximum temperature, high incidence of very wet years and variability in onset and termination of rainfall between 1981 and 2018. Gender, age and education had little influence on knowledge and awareness of climate change, except for frequency of floods and self-reported understanding of climate change. The community perceived the wetland to be important for climate change adaptation, particularly the provision of resources such as grazing grounds during drought.

The study faced challenges of low sample size, use of gridded climate data and reproducibility in other contexts. The results of this study apply to local communities in a tropical wetland in Western Kenya, which has a bi-modal pattern of rainfall. The sample of the study was regional and may therefore not be representative of the whole of Kenya, which has diverse socioeconomic and ecological contexts. Potential problems have been identified with the use of gridded data (for example, regional biases in models), although their usefulness in data scarce contexts is well established. Moreover, the sample size has been found to be a less important factor in research of highly complex socio-ecological systems where there is an attempt to bridge natural and social sciences.

This study addresses the paucity of studies on climate change trends in papyrus wetlands of sub-Saharan Africa and the role of local knowledge and perceptions in influencing the management of such wetlands. Perceptions largely influence local stakeholders’ decisions, and a study that compares perceptions vs “reality” provides evidence for engagement with the stakeholders in managing these highly vulnerable ecosystems. The study showed that the local community’s perceptions corresponded with the climate record and that adaptation measures are already ongoing in the area.

This study presents a case for the understanding of community perceptions and knowledge of climate change in a tropical wetland under threat from climate change and land use change, to inform management under a changing climate.

The purpose of this study results and recommendations will have a paramount significance for policymakers, policy advocates, development planners and practitioners who may be in need of such information for reconsideration, evaluation and inclusion into their respective development and humanitarian programming and operational strategies. Above all, the study result has further provided the local community with viable adaptation strategies to climate-induced changes in the study area.

This study was conducted to measure the livelihood vulnerability of Borana pastoralists to climate change and variability in southern Ethiopia. Pastoralists’ households were sampled using multistage sampling techniques. A total of 27 socio-economic and biophysical indicators were used to reflect vulnerability components: adaptive capacity, exposure and sensitivity. Principal component analysis was used to develop weights for indicators and to produce livelihood vulnerability index to classify households according to their level of vulnerability. Ordinal logistic regression was used to identify the determinants of vulnerability to climate-induced stresses.

The results showed that 24.4% of households were highly vulnerable, 60.3% were moderately vulnerable and 15.3% of households were less vulnerable to climate-induced stresses. Factor estimates of the logistic model further revealed that early warning information, bush encroachment, coping strategy, temperature, drought frequency, provision of humanitarian services and food shortage during the normal season of the year have a significant influence on vulnerability in the study area.

The study’s results and recommendations will be of great significance to policymakers, development planners, and practitioners who require such information for reconsideration, evaluation, and inclusion in their respective development and humanitarian program and operational strategies. Most importantly, the study’s findings have provided the local community with practical adaptation strategies to climate-induced changes in the study area.

The study explored pastoralist perception of climate change and variability and measured the livelihood vulnerability of pastoralists’ households to climate change and variability and finally investigated viable adaptation and coping strategies in the study area.

The purpose of the present paper is to review studies on weather index-insurance as a tool to manage the climate change impact risk on farmers and to explore the study gaps in the currently existing literature by using a systematic literature review.

This study analyzed and reviewed the 374 articles on weather index insurance (WII) based on a systematic literature search on Web of Science and Scopus databases by using the systematic literature review method.

WII studies shifted their focus on growing and emerging areas of climate change impact risk. The finding shows that the impact of climate change risk significantly influenced the viability of WII in terms of pricing and design of WII. Therefore, the cost of WII premium increases due to the uncertainty of climate change impact that enhances the probability of losses related to insured weather risks. However, WII has emerged as a risk management tool of climate insurance for vulnerable agrarian communities. The efficacy of WII has been significantly influenced by repetitive environmental disasters and climate change phenomena.

This study will be valuable for scholars to recognize the missing and emerging themes in WII.

This study will help the policy planners to understand the influence of climate change impact on WII viability.

This study is the original work of the author. An attempt has been made in the present study to systematically examine the viability of WII for insuring the climate change risk.

The library is one of the critical foundations of informing and educating the public, and it should fulfil its function in the community, which is disseminating knowledge effectively. The library must have a dynamic space and an appropriate atmosphere to do this. Also, librarians should assist clients outside of stressful work environments. This study aimed to examine the association between organizational climate and job burnout in the hospital and college libraries of Shahid Beheshti University of Medical Sciences.

This study is a cross-sectional survey. The population includes all librarians working in the college and hospital libraries of Shahid Beheshti University of Medical Sciences. Two questionnaires, including organizational climate “ClimateQUAL” and job burnout “Maslach and Jackson”, were applied to collect data. It was hypothesized that there is a correlation between the organizational climate and the burnout of librarians.

The findings revealed that the organizational climate and job burnout are not in a favourable situation, with average scores of 4.70 and 2.50, respectively. Furthermore, there is a significant statistical relationship between organizational climate and job burnout (p-value<0.001).

Knowledge of the significant relationship between the organizational climate and job burnout in medical libraries may encourage policymakers to make more efforts to provide their staff with a better climate and less burnout. Regarding that it is crucial to enhance the existing condition in medical libraries, the findings of the present study suggest that policymakers should be conscious of improving the current condition, which could lead to promoting patrons’ satisfaction and productivity in the mentioned libraries.