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The purpose of this paper is to profile the characteristics, attributes and growth orientations of Lebanese entrepreneurs, including the relationships, roles, and contributions that family and culture make and play in the development of private small and medium‐sized enterprises.

Drawing on a sample of 112 entrepreneurs, psychographic motives, demographic attributes, and business activities are revealed. A series of 112 in‐depth personal interviews was conducted over a 12 month period between May 2006 and 2007. The entrepreneurial profile questionnaire (EPQ) was utilized as a data collection instrument. The EPQ was designed to survey the effect of individual, societal, and environmental factors on entrepreneurship and family business development by collecting a combination of demographic information and extensive detail related to characteristics and orientations.

The findings suggest that entrepreneurs are motivated by the need for independence and flexibility. Entrepreneurs were found to rely heavily on family member participation to establish, develop, and grow their enterprises. The majority of the entrepreneurs surveyed employ at least one family member on a full‐time basis. Entrepreneurs were also found to use family finances as the primary source of start‐up capital. Family participation in the form of employment and investment was found to have a positive impact on entrepreneurial growth intentions and expansion plans.

The paper offers insights into family contributions to entrepreneurial development in Lebanon.

This chapter provides an overview of approaches to collaboration in Ontario and then focuses in particular on the experiences of the Norway–Canada (NORCAN) programme involving nine schools across Alberta and Ontario (Canada) and Norway from 2014 to 2018. NORCAN was established through collaboration by the teachers’ unions in Alberta (Alberta Teachers’ Association), Norway (Utdanningsforbundet), and Ontario (Ontario Teachers’ Federation) and the Ontario Ministry of Education. A central guiding question was co-developed to inform the work of NORCAN: ‘How can an international network of schools and educators committed to mindful leadership help to identify obstacles to students’ mathematics learning and develop strategies for attaining success?’ With funding support, school teams involving school leaders, teachers, and students had opportunities to collaborate at NORCAN-facilitated events, school visits in each jurisdiction, through an online platform, and ongoing communication. The following important features of NORCAN are identified: the development of collaborative structures, processes, relationships, and trust; student voice, agency, and leadership; professional learning and agency; and sharing knowledge and de-privatizing practices. Four lessons for policy and practice are proposed: 1. school-to-school collaboration benefits from adequate resources of time, funding and a support infrastructure; 2. the intentional cultivation of mutually respectful and trusting relationships is essential; 3. bringing together educators and students as co-learners is powerful and beneficial; and 4. mobilizing knowledge and de-privatizing practices needs to be central to the purpose and operation of collaboration.

This exploratory study investigates the relationship between affective climate and creativity as contributing factors to knowledge creation in organizations. Organizational creativity represents a source of new task-related ideas, implemented in the form of innovation. We argue that creativity is inherently linked to the process of knowledge creation embedded in the organizational context and related to social interaction. Our study identified several affective conditions that appear to be present when the professional environment supports creativity. These findings suggest that affective climate does influence the organizational setting, fostering or inhibiting organizational creativity.

The aim of the research reported in this article was to develop a conceptual model that links emotional labor strategies performed by service employees to a number of relevant antecedents as well as to a variety of customer outcomes. We link emotional labor directly to the customer domain by examining how customers experience and react to emotional displays of service employees. Thus, we expand current emotional labor research which has predominantly focused on employee and organizational outcomes but has offered limited theoretical guidance as to how customers may be directly affected by emotional labor in the service delivery process. Specific research propositions are developed that offer insight into the antecedents and potential impact of emotional labor strategies on customer behavior. Managerial and research implications as well as avenues for future research are discussed from the perspective of emotional labor theory.

Purpose – The purpose of this chapter is to conduct a critical literature review that examines the origins and development of research on service robots in organizations, as well as the key emotional and cognitive issues between service employees, customers, and robots. This review provides a foundation for future research that leverages the emotional connection between service robots and humans.

Design/Methodology/Approach – A critical literature review that examines robotics, artificial intelligence, emotions, approach/avoid behavior, and cognitive biases is conducted.

Findings – This research provides six key themes that emerge from the current state of research in the field of service robotics with 14 accompanying research questions forming the basis of a research agenda. The themes presented are as follows: Theme 1: Employees have a forgotten “dual role”; Theme 2: The influence of groups is neglected; Theme 3: Opposing emotions lead to uncertain outcomes; Theme 4: We know how robots influence engagement, but not experience; Theme 5: Trust is necessary but poorly understood; and Theme 6: Bias is contagious: if the human mind is irrational…so too are robot minds.

Practical Implications – Practically, this research provides guidance for researchers and practitioners alike regarding the current state of research, gaps, and future directions. Importantly for practitioners, it sheds light on themes in the use of AI and robotics in services, highlighting opportunities to consider the dual role of the employee, examines how incorporating a service robot influences all levels of the organization, addresses motivational conflicts for employees and customers, explores how service robots influence the whole customer experience and how trust is formed, and how we are (often inadvertently) creating biased robots.

Purpose: To outline recent developments in digital service delivery in order to encourage researchers to pursue collaborations with computer science, operations research, and data science colleagues and to show how such collaborations can expand the scope of research on emotion in service delivery.

Design/methodology/approach: Uses archived resources available at http://LivePerson.com to extract data based in genuine service conversations between agents and customers. We refer to these as “digital traces” and analyze them using computational science models.

Findings: Although we do not test significance or causality, the data presented in this chapter provide a unique lens into the dynamics of emotions in service; results that are not obtainable using traditional research methods.

Research limitations/implications: This is a descriptive study where findings unravel new dynamics that should be followed up with more research, both research using traditional experimental methods, and digital traces research that allows inferences of causality.

Practical implications: The digital data and newly developed tools for sentiment analyses allow exploration of emotions in large samples of genuine customer service interactions. The research provides objective, unobtrusive views of customer emotions that draw directly from customer expressions, with no self-report intervention and biases.

Originality/value: This is the first objective and detailed depiction of the actual emotional encounters that customers express, and the first to analyze in detail the nature and content of customer service work.

Previous research on emotional labor has typically been conducted at the individual level of analysis, despite the fact that many organizations have incorporated work teams into their business model. The use of work teams turns emotional management into a group task on which employees work as a collective. The present chapter proposes a conceptual model that describes the antecedents and consequences of team-level emotional labor. We propose that work groups often impose positive display rules (express integrative emotion) and negative display rules (suppress differentiating emotions) on their members. Positive display rules generally trigger group-level deep acting, whereby teammates seek to change their internal feelings. Negative display rules generally trigger surface acting, whereby teammates retain their actual emotions but do not actually express differentiating feelings. These two dimensions of emotional labor, for their part, impact emotional exhaustion. Deep acting one's positive emotions lowers emotional exhaustion and surface acting increases it. We discuss the consequences of our model for workplace behavior, such as performance. We also discuss how the relationships involving emotional labor change when one considers these constructs at the group-level of analysis.

Purpose: The Internet provides patients easy access to scientific information originally, limited to medical professionals. However, this information may not be entirely relevant to the patient’s context. Therefore, doctor–patient conversations need to contextualize this information to the specific circumstances of the patient’s illness. A problem exists insofar as this conversation may not always meet the patient’s expectations. Interpersonal competence, an important aspect of emotional intelligence, is therefore critical for medical practice in the digital era. “Medicine” is viewed as a “masculine” profession requiring competence, while compassion as “feminine”. Gender stereotyped socialization prescribes gender - congruent emotional display norms for men and women thereby, influencing both gender behavior and emotions. Psychological androgyny is the coexistence of masculine and feminine behavior traits in the same individual irrespective of biological sex. This leads to responses, which are appropriate for situations irrespective of biological sex, rather than gender-stereotyped behaviour. In this study, I explored the role of gender personality and interpersonal competence in doctor–patient interaction.

Design/ methodology/approach: Sixty Indian doctors across different specializations completed the self-report format of emotional intelligence appraisal (Emotional Intelligence Appraisal-EIA) as measure of interpersonal competence and Bem’s Sex role Inventory (BSRI) as a measure of psychological androgyny.

Findings: Psychologically androgynous doctors scored significantly higher on interpersonal competence than non-androgynous doctors.

Practical implication: Since both male and female doctors undergo similar training, there is a need to explore in greater depth the nature of the relationship between androgynous gender behaviors in doctors and corresponding interpersonal competence correlates, to understand their impact on patient care and healthcare related outcomes for both patients and doctors. This is especially critical because, in addition to increasing incidents of violence against doctors in Internet-empowered world, previous research also points to varying patient outcomes and legal complications based on biological sex of doctors.

Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences.