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Teams are best positioned for success when certain enabling conditions are in place such as the right mix of individuals. Effective team staffing considers team members’ knowledge, skills, abilities, and other characteristics (KSAOs) as well as the configuration of team member KSAOs and their relations, called team composition. In practice, however, how to integrate team composition considerations into team staffing to facilitate outcomes such as team cohesion can seem nebulous. The purpose of this chapter is to describe how team member KSAOs and their configurations and relations affect team cohesion, and suggest how this information can inform team staffing. We frame team cohesion as an aspect of team human capital to understand when it may be an important consideration for staffing. We describe multilevel considerations in staffing cohesive teams. We summarize theories that link team composition to team cohesion via interpersonal attraction, a shared team identity, and team task commitment. Finally, we propose a six-step approach for staffing cohesive teams, and describe a few areas for future research.

This study aims to examine the potential factors influencing the hiring decisions of experienced auditors in public accounting practices in Hong Kong.

Multinomial logistic regression is used to analyze the survey data, which is the first time such an approach has been used in the literature. A total of 337 interview rating forms are collected in actual employment interviews from two Big 4 firms. Graves and Powell's hiring model is adapted to this Hong Kong study. Interpersonal attraction theory is employed to assist in analyzing the results.

The results indicate that subjective qualifications have the highest explanatory power. Big 4 recruiters regard subjective qualifications as important considerations in the evaluation of experienced auditors. Interpersonal attraction is the second most important factor. These findings are consistent with the theory of interpersonal attraction. Perceived similarity and objective qualifications are also perceived as significant factors. Physical attractiveness, dress effect and gender are not found to be factors influencing the hiring decisions, in contrast to the findings of earlier literature in the USA.

These findings indicate that recruiters would look for attributes other than those primarily based on objective qualifications. Job relevant skills, knowledge and demonstrated initiatives are important. The accounting profession could conduct more training programs for auditors to improve and demonstrate their “soft skills” in the interview process so as to enhance their chances of employment, particularly during a recessionary environment.

The purpose of this study is threefold, which is as follows: investigate the mediating effect of brand fan page attractiveness on the relationship between user gratifications and customer engagement with brand fan pages, determine whether fan page agility moderates this effect and examine the influence of fan page engagement on customers' share of wallet and resistance to negative brand information.

By using an online questionnaire, 614 valid responses were obtained from the followers of multiple Facebook brand fan pages. Partial least squares-structural equation modelling (PLS-SEM) was used to analyse the data.

The results indicate that fan page attractiveness mediates the relationship between user gratifications and fan page engagement. However, this relationship is moderated by fan page agility. Fan page engagement increases customers' share of wallet and resistance to negative brand information. This finding suggests that creating fan page content and interactions that are attractive to customers is not sufficient for promoting engagement; brand fan pages must also be agile to customers' changing needs and competitors' moves.

By proposing and testing a novel moderated mediation effect, this study enriches the uses and gratifications theory (UGT) and provides new insights into the underlying mechanisms and boundary factors driving fan page engagement. In addition, this study contributes to the customer engagement literature by introducing share of wallet and resistance to negative brand information as outcome variables.

This study investigates the determinants of effective human and artificial intelligence (AI) relationship-building strategies for brands. It explores the antecedents and consequences of consumers' interactant satisfaction with communication and identifies ways to enhance consumer purchase intention via AI chatbot promotion.

Microsoft Xiaoice served as the focal AI chatbot, and 331 valid samples were obtained. A two-stage structural equation modeling-artificial neural network approach was adopted to verify the proposed theoretical model.

Regarding the IQ (intelligence quotient) and EQ (emotional quotient) of AI chatbots, the multi-dimensional social support model helps explain consumers' interactant satisfaction with communication, which facilitates affective attachment and purchase intention. The results also show that chatbots should emphasize emotional and esteem social support more than informational support.

Brands should focus more on AI chatbots' emotional and empathetic responses than functional aspects when designing dialogue content for human–AI interactions. Well-designed AI chatbots can help marketers develop effective brand promotion strategies.

This research enriches the human–AI interaction literature by adopting a multi-dimensional social support theoretical lens that can enhance the interactant satisfaction with communication, affective attachment and purchase intention of AI chatbot users.

This paper aims to aims to extend emotional labor research by exploring whether the impact of emotional labor on customer satisfaction depends on the order in which different emotional labor strategies are used by employees. Specifically, the authors explore how the order effects of two emotional labor strategies – deep and surface acting – impact customer satisfaction.

The authors conducted two experimental studies in which participants interacted with service employees who systematically switched between surface and deep acting strategies during the service episode. In Study 1, participants watched a video clip depicting a service encounter in a bookstore. In Study 2, participants partook in a simulated career-counseling session.

The four different emotional labor strategy order effects differentially impact customer satisfaction. Consistent with theories of gain–loss effects, improvement and decline trends positively or negatively impact customers, respectively. Furthermore, results show that these trends impact customer satisfaction growth differently over time.

The authors only focused on two emotional labor strategies, and future research may benefit from extending the research to additional regulation strategies and/or specific discrete emotions.

The results suggest that managers may train employees in recognizing that customer satisfaction is not just driven by customers’ overall assessment of the interaction but also by their experience at different stages of the interaction.

Service marketing and management scholars have largely explored emotional labor from a between-person or within-person perspective, with little empirical attention paid to within-episode processes that focus on how employee behavior varies within a single service episode. To the best of the authors’ knowledge, this study is one of the first to demonstrate that surface and deep acting can be used simultaneously and dynamically over the course of a single service interaction in impacting customer satisfaction.

This empirical study aims to analyse the talent spotters' perception of their tendency to be homophilic in the talent identification process and their stance on it. Besides, this article examines the type of homophily and the homophily attributes involved.

Based on a qualitative design, 37 middle and senior line managers, working for two Argentine conglomerates in six Latin American countries, participated in the study. Data were collected through semi-structured interviews.

Homophily was perceived by most of talent spotters, who judged it as natural, while it was not perceived by a small group of the interviewees. In addition, among those who recognized its presence, another group advocated the homophilic advantages, while a final one admitted the presence of homophily and its negative implications. In addition, a variety of homophily attributes were identified; most of them within the value category. We posit that if homophily attributes are, at the same time, components of high potential models, homophily will constitute a functional bias to the talent identification process.

This is the first study that explores the talent spotters' perception of their homophily bias as well as the diversity of homophily attributes present in the talent identification process. This research highlights the relevance of the homophily attributes' analysis, taking into account its alignment to the potential model in order to improve the talent identification process.

Organizational psychologists and human resource management (HRM) practitioners often have to select the “right fit” candidate by manually scouting data from various sources including job portals and social media. Given the constant pressure to lower the recruitment costs and the time taken to extend an offer to the right talent, the HR function has to inevitably adopt data analytics and machine learning for employee selection. This paper aims to propose the “Quality of Hire” concept for employee selection using the person-environment (P-E) fit theory and machine learning.

The authors demonstrate the aforementioned concept using a clustering algorithm, namely, partition around mediod (PAM). Based on a curated data set published by the IBM, the authors examine the dimensions of different P-E fits and determine how these dimensions can lead to selection of the “right fit” candidate by evaluating the outcome of PAM.

The authors propose a multi-level fit model rooted in the P-E theory, which can improve the quality of hire for an organization.

Theoretically, the authors contribute in the domain of quality of hire using a multi-level fit approach based on the P-E theory. Methodologically, the authors contribute in expanding the HR analytics landscape by implementing PAM algorithm in employee selection.

The proposed work is expected to present a useful case on the application of machine learning for practitioners in organizational psychology, HRM and data science.

The purpose of this paper is to examine the relationship of social capital with new venture creation, and whether self-efficacy plays a role in mediating the association between social capital and new venture creation.

Data were collected from 375 entrepreneurs through cross-sectional survey in India. The study used partial least square path modeling to assess the relationships among the variables.

Findings reveal that social capital is positively related to new venture creation. The association of social capital and new venture creation is fully mediated by entrepreneurs’ self-efficacy.

The role of social capital in the success of new venture creations through self-efficacy is useful to the potential entrepreneurs and people who facilitate new venture creation in Indian context.

This paper aims to address why some managers in China pursue innovative opportunities by introducing new management practices while others do not and what characteristics of managers affect their decision of introducing new practices and how.

Three major activities of managers referring to innovation intention, knowledge acquirement, and risk perception are extracted, a three‐dimension decision figure is established by further combining relevant literature with decision practices. Data on 237 managers from different firms were collected to further examine the model by adopting structural equation modeling, with the purpose of showing affecting paths and internal mechanisms of complex decision making.

The results indicate that: innovation intention, knowledge acquirement, and risk perception directly affect management innovation decision levels; innovation intention, knowledge acquirement, and risk perception are influenced by entrepreneurial orientation, social networking, and cognitive biases of managers, respectively; besides, the three relevantly independent affecting paths, interrelations also exist across paths; and the three main factors produce both direct and indirect effects, simultaneously.

The research does not investigate other variables that may affect innovation decision, such as contextual elements like competitive intensity, internal elements like organizational structure and culture, and top management teams.

The findings form a basis for further research into how to explore the black box of complex‐decision processes in the specific context of China and holds important implications for management practices.

A leader's job is not to put greatness into people, but rather to recognize that it already exists and to create an environment where that greatness can emerge and grow (Smith, 2014). Based on Brad Smith's quote, the purpose of this study is to investigate the role of the leader's expectations, leader-member exchange (LMX) and organizational climate for innovation in fostering the intrapreneurial behavior (IB) of employees.

Data were collected from employees and their supervisors working across industries such as pharmaceutical, chemical, engineering and manufacturing. Collected data were then analyzed using the structural equation modeling technique.

The authors’ results show that LMX and leaders' expectations are positively linked to employees' IB. Moreover, this association is mediated by organizational climate.

This study's findings contribute to the literature on intrapreneurship and may also help practitioners formulate interventions to foster IB in organizations that will ultimately lead to higher performance.

This study attempted to investigate the effect of LMX and the Pygmalion effect on IB through employees' perception of organizational climate for innovation. The literature in this field is scarce and theoretical development is weak because traditional collaborative or participative leadership approaches are more relevant to an outcome than innovation.