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The aim of this paper is to investigate the relationship between: two extreme points of discrete types of emotions (“joy” and “frustration”); two types of managerial practices (“reward” and “empowerment”); and employee‐perceived service quality.

A conceptual model of the aforementioned relationships has been presented, along with hypotheses on these relationships and collected data with a survey study frontline employees in service organizations. This paper has analyzed the data in order to test the hypotheses.

The findings indicate that employees' feelings of joy and frustration explain more of the variance in employee‐perceived service quality than managerial practices, i.e. “reward” and “empowerment.” Specifically, employees' feelings of frustration are found to be detrimental for employee‐perceived service quality.

This paper limits its focus to two types of managerial practices and two distinct feelings.

The paper has demonstrated the importance for managers to consider how their practices influence the service quality that their employees provide to customers. In particular, managers should be aware of employee's feeling of joy or frustration because of its role in explaining employee‐perceived service quality.

The paper has developed and tested an original conceptual model of a relatively unexplored area of services management.

The purpose of this paper is to examine cross-cultural differences in managerial discretion and the extent to which variations and interaction of cultural practices and values affect the degree of freedom in decision making that is accorded to executives. This paper offers a holistic approach to investigating culture in addition to acknowledging its paradoxical nature.

Using a panel of prominent management consultants to rate discretion across 18 countries, the authors further develop the national-level construct of managerial discretion by empirically investigating the influence of cultural practices and values on CEOs’ discretion.

The study reveals that cultural values moderate the relationship between cultural practices and managerial discretion for three cultural dimensions: individualism, uncertainty tolerance and power distance (PD). By adopting the logic of marginal utility, the authors also show that the more a society values individualism, uncertainty tolerance and PD, the weaker the effect of their practices on managerial discretion.

Few research has attempted to assess both cultural values and practices in relation to managerial discretion. By showing the mechanism in which culture affects the level of managerial discretion, the authors offer new theoretical insights and practical implications, overall contributing to the field of cross-cultural and strategic management. Finally, this will offer CEO’s a new perspective of leveraging culture as a tool, enhancing their decision-making capabilities in the aim of improving organizational performance.

The aim of this study is to study the relationships among: two types of managerial practices (“reward” and “support”), two types of emotional satisfaction (“positive” and “negative”), and employee‐perceived service quality.

The study presents a conceptual model of the aforementioned relationships. It proposed hypotheses regarding these relationships and collected data with a survey study of 1,076 frontline employees in service organizations. An analysis of the testing of the hypotheses follows.

The study has found that managerial reward and managerial support are both directly related to positive and negative emotions and to employee‐perceived service quality. In particular, positive and negative emotions appear directly related to employee‐perceived service quality. Moreover, it was found that emotional satisfaction partially mediates the relationship between managerial (reward and support) practices and employee‐perceived service quality.

The study takes place within a broad context of frontline employees in service organizations.

The study has demonstrated the importance for managers to consider how their practices influence the service quality their employees provide to customers. In particular, managers should take account of employees' emotions, whether positive or negative, because of their role in explaining employee‐perceived service quality. Consequently, one general and key implication from this study is the importance of measuring employees' emotions. Measuring these mental states (described as stable tendencies of feelings) which arise from cognitive appraisals of managerial practices can be a good predictor for employee‐perceived service quality. The study shows that employees are not isolated “emotional islands” and, consequently, it is important for managers to understand how emotions and the quality of service delivery are linked.

The paper enhances knowledge of how emotions are linked to the quality of service delivery and the role of emotional satisfaction in service‐quality management.

The aim of this study is to examine how national cultural values influence and impact management practices and styles in the Sultanate of Oman. Administrative and managerial performance, especially in developing countries, is thought to be shaped to a large degree by traditional social values, which prevent managers from effectively implementing sound management processes.

This study uses empirical research to explore and determine the link between Oman’s cultural values and managers’ managerial practices and styles. The aim is to examine the correlations between the influence of cultural values on managerial practices and styles using Schwartz’s (1992) Value Survey, the Portrait Value Questionnaire and Managerial Style and Practice.

It was found that in Oman, cultural values affect the efficiency of managerial performance and lead to a limited interest in management theory and sound managerial practices.

This study was limited to managerial practices in Oman. Further study could include other developing countries in the Arabian Gulf States.

While management performance in developing countries has received wide attention during the past three decades, few studies have researched the area of management and managerial practices and styles in Omani organizations.

This study aims to posit that managerial value would be one of the responsible factors for the difference in corporate social responsibility practice among businesses. It then empirically tested the effect of managerial value, with the moderation of organizational culture, on corporate social responsibility practice.

The authors have devised a “moderated micro-macro model” type of multilevel model, wherein managerial value took the micro (individual level) predictor variable role, stakeholder-based corporate social responsibility practice the macro (organizational level) outcome variable role and organizational culture the macro level moderating variable role. Because they need the attention of inquiry, large manufacturing firms in the Amhara region of Ethiopia, with a sample size of 53, constituted the organizational level units. The recent performance of the firms against corporate social responsibility practice and organizational culture have been judged by 473 randomly chosen employees. Managerial value has been rated by randomly picked managers, numbered 253. Analytically, Croon and van Veldhoven’s multilevel analytical package and Mplus software suited the designed model.

The study has revealed that managerial value, indeed, is a potential positive driver of CSR practice, the two managerial value dimensions demonstrated differential effects on corporate social responsibility practice and only one of the organizational culture dimensions, hierarchical culture, played a moderation role in managerial value – corporate social responsibility practice link.

The model and this empirical test have not been previously verified.

According to a widely accepted narrative, managerial reforms associated with new public management (NPM) originated in wealthy market economies and liberal democracies and were then promoted globally. However, scientific and systematic cross-national evidence of NPM practices has remained limited in scope, and debates over their survival and prevalence remain unsettled. The purpose of this paper is to narrow this empirical gap.

Using international data from public education in approximately 65 economies in 2012, this study systematically investigated the prevalence of managerial practices, namely, the managerial responsibilities of school principals, goal orientation in school management, and performance-based human resource management (HRM). It also tested correlations between the status of these practices and political and economic conditions across economies.

As of 2012, the top users of NPM practices were geographically spread across the world in regions that included Southeast Asia, Eastern Europe, the Middle East, and North Africa. Economies exhibited dissimilarities in their deployment of managerial practices. Performance-based HRM tended to be used more extensively in less accountable and less wealthy economies.

By focusing on actual practices, this study offers an empirically valid, critical analysis of the global prevalence of NPM. The findings clarify some observers’ current understandings of NPM. They deliver a powerful message that debates on global reform waves can benefit greatly from empirical evidence drawn from world regions beyond one’s parochial focus.

The purpose of this paper is to explore the possible causes of the heterogeneous productivity observed in Spanish firms, finding evidence of a link between managerial capability and higher productivity in the context of family firms. Also, innovative human resource policies are much more frequently found in companies where there is a high level of management capability.

Productivity differences in Spanish family firms are, for the first time, analysed from a managerial view, and using multiple correspondence analysis (MCA).

This paper proposes a way to measure managerial capability. Innovative human resource policies are much more frequently found in companies with high levels of management capability. The authors show that sustained competitive advantage is not just a function of single or isolated components, but rather a combination of human capital elements. Besides, a clear association between high managerial capability and performance in family firms is established. Thus, better management skills enable Spanish family firms to design the necessary strategies and internal structures to facilitate their adjustment to the business environment, and, thereby, achieve operational performance gains.

This paper proposes a way to measure managerial capability and its association with productivity in Spanish family firms using MCA. The authors also show a clear positive association between high managerial capability and performance in family firms. Thus, better management skills enable Spanish family firms to achieve operational performance gains.

Este artículo explora las posibles causas de la heterogeneidad observada en la productividad de las empresas españolas, buscando un vínculo entre la capacidad de gestión y la productividad en el contexto de las empresas familiares. Además, se muestra cómo las políticas innovadoras de recursos humanos se encuentran con mayor frecuencia en las empresas donde hay una mejor capacidad de gestión.

Por primera vez, se analizan las diferencias de productividad en las empresas familiares españolas desde el punto de vista de la gestión empresarial, utilizando análisis de correspondencias múltiples (MCA).

Este trabajo mide la capacidad de gestión de una forma innovadora. Las políticas de recursos humanos se encuentran con mayor frecuencia en las empresas donde hay una alta capacidad de gestión. Se muestra que la ventaja competitiva de la empresa no es la suma individual de cada elemento, sino más bien una combinación de elementos de capital humano. Además, se establece una clara asociación entre la capacidad de gestión y los resultados en las empresas familiares. Por lo tanto, la mejora de las habilidades de la gestión empresarial permite a las empresas familiares españolas diseñar las estrategias y estructuras internas necesarias para facilitar su adaptación al entorno empresarial, y de ese modo, lograr mejoras en los resultados.

Este artículo muestra la asociación entre la capacidad de gestión y la productividad de una forma original, a través de análisis de correspondencias múltiples (MCA). Establece una clara asociación positiva entre la capacidad de gestión y los resultados en las empresas familiares. Por lo tanto, la mejora de las habilidades de gestión permite a las empresas familiares españolas lograr mejoras en los resultados.

The purpose of this paper is to reveal the impact of dynamic managerial innovative capabilities on the competitive advantage (CA), financial performance (FP) and non-financial performance (NFP) of the health-care sector during the very turbulent Covid-19 pandemic period. The focus is on human behavior and personnel interaction in the hospitals that receive Covid-19 cases.

Data for this research was collected from the medical sector in Lebanon. The authors approached 14 public hospitals and 60 private hospitals for the study and only 48 hospitals (total of 284 respondents) accepted to complete the survey and provide data using a structured questionnaire.

This study reveals the moderating impact of CA on the relationship between dynamic managerial innovative capabilities and the performance of the health-care sector. Based on 48 Lebanese health-care centers during the Covid-19 pandemic, the results of the structural equation modeling model indicate that dynamic managerial innovative practices positively impact on CA and NFP. The results also reveal that CA has a moderating effect on the relationship between dynamic managerial innovative practices and NFP.

This study does not reveal any direct or indirect relationship between managerial capabilities and FP during the pandemic.

As the world deals with the Covid-19 pandemic, the health-care sector needs new approaches and methods for confronting the constantly evolving and turbulent environment. This study examines how health-care leaders are dealing with these dynamic challenges and tests a three-dimensional SEM model of dynamic managerial capabilities (sensing, seizing and reconfiguration) that impact CA.

The purpose of this paper is to broaden the national-level construct of managerial discretion and to investigate the effect of cultural practices on executive discretion.

Based on a sample of six Arabian countries and using a panel of prominent cross-cultural scholars who provided 262 discretion scores for the sample countries, the authors replicate and extend the national framework of Crossland and Hambrick (2011) in a new cultural context. The cultural dimensions were measured using survey responses of middle managers based on House et al.’s (2004) cultural practices scale.

The authors extend the national-level framework of managerial discretion and find that an encompassing array of cultural practices plays a crucial role in shaping the degree of discretion provided to CEOs. The authors empirically demonstrate that power distance, future and performance orientation, along with gender egalitarianism and assertiveness have positive relationships with managerial discretion. However, institutional collectivism, uncertainty avoidance and humane orientation negatively affect the degree of discretion provided to CEOs.

The study fills a gap in the literature regarding the national-level framework of managerial discretion. The results indicate that executives can take idiosyncratic and bold actions to the extent to which the cultural environment allows them to do so. Also, the authors discover new national-level antecedents of managerial discretion that have not been considered in earlier studies and confirm the context dependency of this concept.

The purpose of this paper is to examine managerial opinion regarding human resource management (HRM) practices in eastern Nigeria (western Africa).

This paper is informed by a survey administered to a small sample of Nigerian HR practitioners (n = 50 usable responses, 25 per cent response rate), replicating earlier work in different regions of the same country.

Nigerian HR practitioners appear open to people management practices under the HRM rubric. But rather than predicting convergence with western‐inspired approaches, evidence suggests that cultural and institutional influences on how normative HRM may be interpreted and acted on may result in a blend of transplanted and indigenous managerial behaviour.

Sensitivity to individuals’ socialization as well as economic, historical, political, and social contexts may enable multinational organizations to capitalize on the potential to transplant forms of HRM from parent country cultures to developing countries such as Nigeria, at least among managerial employees.

The paper augments and builds on limited empirically informed research to date on people management issues in African country contexts, helping to ground consideration of abstract debates in the literature around convergence and divergence in culturally and institutionally embedded managerial practice.