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Article
Publication date: 19 June 2017

Amit Gur, Shay S. Tzafrir, Christopher D. Zatzick, Simon L. Dolan and Roderick Iverson

The purpose of the research was to develop a tool for measuring antecedents of customer aggressive behavior (CAB) in healthcare service settings, by identifying its roots…

Abstract

Purpose

The purpose of the research was to develop a tool for measuring antecedents of customer aggressive behavior (CAB) in healthcare service settings, by identifying its roots in organizational and interpersonal dynamics.

Design/methodology/approach

Four studies were conducted. In Studies 1 and 2, antecedents of CAB were identified through analysis of internet reader comments and a questionnaire was distributed to students. In Study 3, scenarios were used to validate the findings of the previous studies. Finally, in Study 4, a scale was developed and validated for measuring organization- and person-related triggers of CAB using samples of 477 employees and 579 customers.

Findings

The concept of CAB was conceptualized and validated. In total, 18 items were identified across five dimensions: personal characteristics, uncomfortable environment, aggressive role models, reinforcement of aggressive behavior and aversive treatment. The scale demonstrated good psychometric results.

Research limitations/implications

The research relies mainly on customer perspective. Employees and additional stakeholders should be included to achieve more accurate information that could contribute to a better understanding of CAB and its roots.

Practical implications

Exploring social and organizational antecedents that trigger CAB could help healthcare managers evaluate and proactively manage CAB and its implications within their organization.

Originality/value

This measurement scale is the first comprehensive tool, based on Bandura’s social learning theory (1973), that may identify and measure antecedents of CAB, and could be used to reduce CAB in healthcare service settings.

Details

Management Research: Journal of the Iberoamerican Academy of Management, vol. 15 no. 2
Type: Research Article
ISSN: 1536-5433

Keywords

Content available

Abstract

Details

Cross Cultural Management, vol. 20 no. 4
Type: Research Article
ISSN: 1352-7606

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Article
Publication date: 1 July 2004

Shay S. Tzafrir and Simon L. Dolan

This study investigates the conceptual and psychometric properties of trust in organizations. Critical review of recent literature led to the conclusion that there is no…

Abstract

This study investigates the conceptual and psychometric properties of trust in organizations. Critical review of recent literature led to the conclusion that there is no single agreed upon definition of trust and that controversy exists as to its construct validity. We present empirical results based on a complex procedure for scale development, which includes a design made up of four separate stages of research. The construct of trust in employment relationships was ultimately refined to entail three dimensions: harmony, reliability, and concern (HRC). The final results of this study led to the development of a standardized 16‐item instrument that can be used to measure trust in the context of employment relationships. Evidence of the scale’s reliability, factor structure, and validity is also presented.

Details

Management Research: Journal of the Iberoamerican Academy of Management, vol. 2 no. 2
Type: Research Article
ISSN: 1536-5433

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Article
Publication date: 14 October 2013

Annick Y. van Hattem, Carolin Ossenkop, Josje S.E. Dikkers and Claartje J. Vinkenburg

Even though both values and life roles are intensively studied topics, limited research has been conducted regarding the association between the two. In the context of the…

Abstract

Purpose

Even though both values and life roles are intensively studied topics, limited research has been conducted regarding the association between the two. In the context of the Dutch public sector, this study therefore examines how life roles and values relate to each other. Moreover, the possible role of gender within these associations is explored. Thereby, the study extends the literature in this domain and increases the understanding of how values and life roles affect the behavior. The paper aims to discuss these issues.

Design/methodology/approach

The paper analyzed cross-sectional survey data of 114 employees of the Dutch public sector. Values were operationalized according to the Dolan et al.'s dimensions: emotional-developmental; ethical-social; pragmatic-economic; life roles were measured as “parental” and “occupational”.

Findings

The paper found no direct association between life roles and values. However, the paper found a gender differences suggesting that the more parental role oriented a woman is, the less occupational role oriented she is. In addition, the paper found a negative association between emotional-developmental values and ethical-social values.

Originality/value

This study contributes to the existing literature on life roles and values by examining their mutual association. The paper found that the two concepts – although theoretically related – can be empirically distinguished. For organizations within the public sector, it is relevant to know which and how values and life roles affect their employees. Thereby, organizations can design their strategies, training and development policies, and recruitment activities in order to attract and retain (potential) employees.

Details

Cross Cultural Management, vol. 20 no. 4
Type: Research Article
ISSN: 1352-7606

Keywords

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Article
Publication date: 1 January 2006

Simon L. Dolan and Bonnie A. Richley

This paper is aimed at presenting a conceptual model of managing by values (MBV) as an important philosophical and practical framework for leaders and managers of…

Abstract

Purpose

This paper is aimed at presenting a conceptual model of managing by values (MBV) as an important philosophical and practical framework for leaders and managers of organizations use in today’s work environment. We briefly discuss the evolution of management from that of management by instruction (MBI) to management by objectives (MBO) and finally management by values (MBV). We outline the trends and examples of two influential organizations focusing on values and finally provide a MBV as critical and needed method that has been used in Spain and extensively in Cuba.

Design/methodology/approach

Although this is a conceptual article, we have included some practical examples where MBV has been used and also some research that has been conducted using this model on MBA students across business schools across the globe.

Findings

We present the three major dimensions of MBV (economical‐pragmatic, ethical, and emotional‐developmental). These dimensions were derived from research and practice using MBV in organizations and business schools.

Originality/value

In this article, we present a new management philosophy and practice that is pertinent to organizational leaders and managers in the twenty‐first century. We believe that MBA is not only an important method but also one that is very needed for organizations today. We believe this system of values is core to organizational success and development as it is critical to both practitioners and researchers.

Details

Handbook of Business Strategy, vol. 7 no. 1
Type: Research Article
ISSN: 1077-5730

Keywords

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Article
Publication date: 14 October 2013

Ben Capell, S. Kubra Canhilal, Ruth Alas, Lutz Sommer and Carolin Ossenkop

The purpose of the paper is twofold. The first purpose is to provide a synthesis of the dominant cross-cultural models and to present the more recent tri-axial model as a…

Abstract

Purpose

The purpose of the paper is twofold. The first purpose is to provide a synthesis of the dominant cross-cultural models and to present the more recent tri-axial model as a promising alternative that responds well to the limitation of prevailing models. Consequently, the second purpose is to employ the model to explore key differences in the culture and values of public service organisations in old and new EU member states.

Design/methodology/approach

The paper surveyed public sector employees in four different countries, two old EU (OEU) states (Germany, The Netherlands) and two new EU (NEU) states (Estonia, Lithuania). The employees were asked to classify 60 values on the three axes of the tri-axial model and to select the five most important values in their organization. The survey replies were analyzed and mapped to facilitate comparison of the tri-axial cultural profile of the two EU clusters.

Findings

The results show differences in value orientation between the two groups of countries: the public sector in the OEU member states appears to be more ethically and less pragmatically oriented than in the NEU member states. Findings show that in the new member states, value congruence is very high across demographic groups, in contrast to the situation encountered in the OEU member states.

Research limitations/implications

Further research should include more countries before generalising the conclusions of this study to the rest of the OEU and NEU countries. Furthermore, although collecting data from a homogeneous unit (e.g. public sector) suggests more valid comparison, in the future, research should strive to also examine additional units, for example private companies.

Practical implications

The conclusions derived from this exploratory cultural mapping provide useful knowledge for improving international collaboration across public sector organizations.

Originality/value

This study is the first study that maps the values in the public sector using the tri-axial model.

Details

Cross Cultural Management, vol. 20 no. 4
Type: Research Article
ISSN: 1352-7606

Keywords

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Article
Publication date: 14 October 2013

Ying Liu, Yuanjie Bao and Wei Liu

The exploratory study introduced the tri-axial model as a basic framework of cultural value to Chinese public sectors. The study tries to display value mapping of the…

Abstract

Purpose

The exploratory study introduced the tri-axial model as a basic framework of cultural value to Chinese public sectors. The study tries to display value mapping of the Chinese public sectors and to examine the relationship between the identified values with organizational outcome variables, which is normally characteristic of an exploratory research. The paper aims to discuss these issues.

Design/methodology/approach

404 civil servants were asked to classify 62 cultural values into three axes, emotional, economical and ethical, and to attain the importance of the 62 values.

Findings

Five cultural values including happiness, belonging, harmony, achievement, and efficiency are identified to be the most important values in Chinese public sectors. Harmony and achievement were found to affect organizational outcome variables.

Research limitations/implications

Sample size is relatively small, and more cultural differences have been neglected within Chinese culture. And the paper collected data twice and used different means, but analyzed the combined data, which could be problematic.

Practical implications

The findings suggest that Chinese civil servants pay much attention on emotional-developmental type of cultural values. Ethic-related culture needs to be emphasized more on culture building behaviors both at the organizational level and at the national level.

Originality/value

This is the first time the tri-axial model was introduced into Chinese culture. Testing with Chinese samples, the tri-axial model appears to address some of the important limitations of previous models that were summarized before. The paper successfully grouped all the cultural values into three pre-defined axes. The most important values are identified.

Details

Cross Cultural Management, vol. 20 no. 4
Type: Research Article
ISSN: 1352-7606

Keywords

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Article
Publication date: 14 October 2013

Eliete Bernal Arellano, Andre Wakamatsu and Rodolfo Ribas

The paper aims to identify the prevailing values of the public sector in Brazil, based on the tri-axial model. The study proposes to capture the dynamics between different…

Abstract

Purpose

The paper aims to identify the prevailing values of the public sector in Brazil, based on the tri-axial model. The study proposes to capture the dynamics between different values axes of Brazilian public sector as well as to detect cultural differences between genders, level of commitment, and nature of work. An additional contribution is expected in understanding Brazilian values at public sector as a necessary approach to obtain a new order of public administration based on efficiency.

Design/methodology/approach

The paper opted for an exploratory study developed within the scope of a larger study aiming to understand the meaning of values in different cultures with an exclusive focus on the public sectors. Using a pre-validated questionnaire, 137 respondents, who work on Brazilian public sector, participated in the survey. A frequency analysis was conducted for various demographic variables. Descriptive statistics were used to understand the profile of the respondents in Brazil's survey. We have used the criteria recommended to all countries that participated in the study.

Findings

This empirical work demonstrate that the methodology based on the tri-axial model was able to capture the dynamics between different values axes of Brazilian public sector as well as to detect cultural differences between genders, level of commitment and nature of work. The dominant values perceived in almost every analysis, belong to pragmatic-economic axis such as professionalism, teamwork, adventure, knowledge, and challenge. This strong orientation to pragmatism is consistent with the needs of the Brazilian public sector to have a more entrepreneurial vision and focus on optimization the use of the financial resources.

Research limitations/implications

Because of the chosen sample approach, the research results may lack generalizability.

Practical implications

The paper includes implications for a management based on values as a model to obtain efficiency at public sector in Brazil

Originality/value

This research is part of an international project interesting in investigating values within different countries and cultures. It provides data from a country that belongs to an emergent group of world economy such as BRICs and has different scenery compared to traditional actors of global business.

Details

Cross Cultural Management, vol. 20 no. 4
Type: Research Article
ISSN: 1352-7606

Keywords

Content available
Article
Publication date: 8 February 2011

Simon L. Dolan

Abstract

Details

Cross Cultural Management: An International Journal, vol. 18 no. 1
Type: Research Article
ISSN: 1352-7606

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Article
Publication date: 1 May 2009

Simon L. Dolan and Mario Raich

The purpose of this is to trace the current changes in business and society and identify the forces that shape the new landscape. It is argued that any attempt to continue…

Abstract

Purpose

The purpose of this is to trace the current changes in business and society and identify the forces that shape the new landscape. It is argued that any attempt to continue business as usual is doomed to fail.

Design/methodology/approach

The paper describes the change of paradigms that is taking place, and calls for respective alignment of business and political leaders. It further proposes that failure to perceive the changes or to take action, will lead to catastrophic consequences for people, organizations and society.

Findings

The paper concludes that there is a great need to change the fundamental principles of society away from dominance towards partnership and care; to change the fundamental paradigms which have stimulated the economy for centuries away from growth, towards transformation; to change the fundamental values underlying business from financial gain towards balanced values. The impact on economy and business would be far‐reaching, shifting their roles to focus on the real needs of people and society.

Originality/value

This paper proposes a roadmap to managing in tomorrow's landscape and is a wake‐up call to all people concerned with the future of our planet – political and business leaders, and scholars who conduct cross‐cultural research. Social responsibility needs to be taken seriously, and investment made in the future. Business and political leaders need to take the helm in this endeavor, and the role of the scholarly community is to provoke them to act.

Details

Cross Cultural Management: An International Journal, vol. 16 no. 2
Type: Research Article
ISSN: 1352-7606

Keywords

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