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The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.

The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155 articles. To ensure inclusion of high-quality research, the authors screened articles from 139 journals with “4” or “4*” ratings on the 2021 Chartered Association of Business Schools (ABS) journal list, in addition to articles published in three service sector-specific journals: Journal of Service Management, Journal of Services Marketing and Journal of Service Theory and Practice.

The authors' co-citation analysis identified four distinct clusters within the dyadic service encounter literature: (1) shaping and explaining service encounters; (2) emotions in service work; (3) modeling, manipulating and measuring encounter service quality and (4) emotional labor and regulation in dyadic service encounters. Furthermore, the authors' bibliographic coupling analysis generated three research clusters: (1) service encounter characteristics; (2) emotions and emotional labor and (3) service encounter interaction content.

The authors' comprehensive review synthesizes knowledge, summarizing similarities among research clusters within the service encounter realm. Noteworthy are research clusters that clarify the emotion-based underpinnings and reciprocal nature of behaviors and emotions within dyadic encounters. By conducting complementary bibliometric analyses, the authors trace the evolution of the service encounter literature, providing an overview of the present state of dyadic service encounter research. These analyses offer valuable insights into the current landscape of the field, identifying future dyadic service encounter research opportunities.

This study aims to identify effective behaviors in labor-management negotiation (LMN) and, on that basis, derive overarching psychological principles of successful negotiation in this important context. These empirical findings are used to develop and test a comprehensive negotiation training program.

Twenty-seven practitioners from one of the world’s largest labor unions were interviewed to identify the requirements of effective LMN, resulting in 796 descriptions of single behaviors from 41 negotiation cases.

The analyses revealed 13 categories of behaviors critical to negotiation success. The findings highlight the pivotal role of the union negotiator by illustrating how they lead the negotiations with the other party while also ensuring that their own team and the workforce stand united. To provide guidance for effective LMN, six psychological principles were derived from these behavioral categories. The paper describes a six-day training program developed for LMN based on the empirical findings of this study and the related six principles.

This paper has three unique features: first, it examines the requirements for effective LMN based on a systematic needs assessment. Second, by teaching not only knowledge and skills but also general psychological principles of successful negotiation, the training intervention is aimed at promoting long-term behavioral change. Third, the research presents a comprehensive and empirically-based training program for LMN.

The article aims to identify the main mechanisms for promoting more Kazakhstani women participation in the legislative authorities based on a study of the competition of political parties in 2023.

Utilizing the structural-biographical method, the article investigates the ways of increasing women’s participation in the political life of Kazakhstan. This empirical study comprises a total of 18 biographies of women deputies / candidates on party lists who were elected to the legislative body. Content analysis was also conducted to investigate the pre-election programs of the political parties.

This study has identified that political party is the main resource for promoting gender equality and involving women in the decision-making process. All 18 women deputies of the Mazhilis, the lower house of parliament, are members of political parties. The findings show that women candidates without party affiliation were unable to get into representative body. The results of the election campaign of 2023 provided evidence for determining the gender order in the Kazakhstani political space. The party has become an effective channel for promoting women participations in the parliament of the country. By comparison, in single-mandate constituencies no woman was able to pass to the elected body.

This study contributes to the literature of gender equality and women’s political participation in Kazakhstan and may be relevant for other countries. It also has practical significance and policy implications for the government and political parties.

This study aims to propose and evaluate a novel framework of strategic adaptability in dyadic negotiations. The authors define strategic adaptability as a reaction to a cue that leads to shifts between integrative and distributive strategies. Based on the literature on turning points, phase models and strategic negotiations, the authors developed an initial framework identifying five distinct strategic adaptations.

To verify the framework, the authors analyzed two negotiation simulations with a diverse set of negotiation students. Negotiations were content-coded, and adaptations were labeled.

The authors found a consistent pattern across two studies. Overall, 12% (study 1) and 18% (study 2) of all speaking turns were identified as strategic adaptations. The findings empirically confirmed four of their strategic adaptation types: adapt to deadlock, follow adaptation by opponent, adapt to priority of issue under discussion and adapt to new information on issue. Moreover, findings of this study revealed two new types of strategic adaptability: delayed adaptation to opponent and adapt to understand opponent. Study 2 additionally revealed that strategies vary with the negotiation phase, and negotiation outcome seems to benefit more from the constellation rather than the frequency of adaptations. Furthermore, lower-scoring negotiators tended to adapt to the opponent’s strategy instead of initiating a change in strategy.

The findings of this study provide preliminary insights into how strategic adaptations unfold. These findings present future research opportunities to further test the framework's robustness, increase the knowledge of individual and cultural factors, explore the relationship with negotiation outcomes and develop educational interventions to enhance strategic adaptability.

The study utilises unique survey data gathered from 12,427 party members. The dependent variable measures party members’ in-party commitment and is based on willingness to donate money, to contribute effort, the feeling of belonging in the party network and social trust in the party network.

In this article, we study how different extra-parliamentary online and offline activities are associated with in-party commitment amongst political party members from the six largest Finnish parties. We especially delve into the differences between members of the Finnish parties.

We found that extra-parliamentary political activity, including connective action through social media networks and collective action through civic organisations, is highly associated with members’ in-party commitment. Additionally, members of the newer identity parties more effectively utilised social media networks, whilst the traditional interest parties were still more linked to traditional forms of extra-parliamentary political action.

By employing the sociological network theory perspective, the study contributes to ongoing discussions surrounding the impact of social media on political participation amongst party members, both within and beyond the confines of political parties.

The purpose of this paper is to critically investigate the Ethiopia’s climate change adaptation and mitigation regulatory frameworks and their congruency with the guiding principles under the United Nations (UN) Climate Convention, to show the alignment of the regulatory frameworks with the UN Climate Change rules. Rising temperatures, erratic rainfall distribution, recurrent droughts and floods require robust climate change mitigation and adaptation policies and effective implementation in the country.

Through the doctrinal legal research method, the author has used a detailed analysis of primary sources, both national and international legislative enactments. Besides, the research has benefitted from secondary sources like research reports, online publications, scientific journals, international reports, books and journal articles.

The findings reveal that in Ethiopia, there is no national climate change-specific policy and legislation. Although there are scattered sectoral climate-related policies and strategies, they are not consistent with the principles of the United Nations Framework Convention on Climate Change (UNFCCC).

This study argues that having comprehensive specific climate change policy and legislative frameworks consistent with UNFCCC guiding principles could help to mitigate and adapt to the adverse effects of climate change in the country.

Digitalization, innovation and changing customer requirements drive the continuous improvement of an organization's business processes. IT demand management (ITDM) as a methodology supports the holistic governance of IT and the corresponding business process change (BPC), by allocating resources to meet a company's requirements and strategic objectives. As ITDM decision-makers are not fully aware of how the as-is business processes operate and interact, making informed decisions that positively impact the to-be process is a key challenge.

In this paper, the authors address this challenge by developing a novel approach that integrates process mining and ITDM. To this end, the authors conduct an action research study where the researchers participated in the design, creation and evaluation of the approach. The proposed approach is illustrated using two sample demands of an insurance claims process. These demands are used to construct the artefact in multiple research circles and to validate the approach in practice. The authors applied learning and reflection methods for incrementally adjusting this study’s approach.

The study shows that the utilization of process mining activities during process changes on an operational level contributes to (1) increasing accuracy and efficiency of ITDM; (2) timely identification of potential risks and dependencies and (3) support of testing and acceptance of IT demands.

The implementation of this study’s approach improved ITDM practice. It appropriately addressed the information needs of decision-makers and unveiled the effects and consequences of process changes. Furthermore, providing a clearer picture of the process dependencies clarified the responsibilities and the interfaces at the intra- and inter-process level.

The purpose of this paper is to investigate two current transformation processes in the construction industry: the adoption of a novel material, cross-laminated timber (CLT), and the enhancement of digital transformation. This paper depicts the actors and interaction in the business network that is emerging around CLT construction and, in particular, how digital transformation (that is, the deployment of Construction 4.0 solutions) occurs in this business network.

Digital transformation is a relatively new phenomenon in CLT construction, and the authors, therefore, adopt a qualitative inductive research approach and rely on semi-structured interviews.

The findings of this paper suggest that it is critical for actors to adopt an interorganizational perspective in CLT construction, instead of only focusing on internal operations. An interorganizational perspective supports successful CLT construction, as well as the deployment of Construction 4.0 solutions. This will bring about the benefits of digital transformation in the construction industry.

This paper investigates the network created around CLT construction in Finland but more generally illustrates the change toward Construction 4.0 solutions.

For managers, this paper explicates the importance of networking, instead of focusing on the internal development of the company, when adopting novel solutions emerging from both construction and information technology-related advancements.

Stability and traditions are characteristic of the construction industry. New technical solutions and materials, together with calls for sustainability, have challenged the traditional ways of constructing, and for example, the development of CLT construction has led to an emergence of new business networks. This material-related process and the ongoing digital transformation of business form an interesting context for an empirical-based analysis of changing interaction and networks. This paper gives the first insights into how digital transformation can benefit the evolution of the network.

The article explores to what extent party politics has influenced the different trajectories in Spain and Italy in terms of gendered active social policies (ASPs) (i.e. ALMPs and WLBPs). Second, it investigates how social and political modernization in the two countries has facilitated or hindered party competition on gendered ASPs.

To investigate to what extent parties support gendered ASPs, the article relies on an original content analysis of party manifestos issued during the 2010s national elections. A total of 1387 quasi-sentences have been coded. The results were then quantified to graphically show how positions differentiate across parties and countries.

The content analysis of party manifestos displays that party politics matters: gendered ASPs are backed in a very different way by the Spanish and Italian parties. While in Spain all political parties have strongly championed ALMPs and WLBPs, this is not the case for the Italian parties. The research has also stressed that the specific path of social and political modernization is an important intervening variable that alters positively or negatively parties' support for gendered ASPs.

The article contributes to widen theoretically and empirically the literature on ASPs in the Southern European countries. Theoretically, it questions the supposed homogeneity of the Southern social model and investigated the alleged bifurcation between Italy and Spain, focusing on those policies – ASPs – that constitute the foundations of the Southern model: familialism and dualization. Furthermore, this bifurcation was analyzed adopting a gender perspective, and exploring adherence to or departure from the Southern model. Third, the article focuses on the politics of ASPs demonstrating that inspecting the political arena can contribute to explain policy change.