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Relationships are socially constructed by companies in interaction. This study explains the dynamic character of business-to-business relationships with the aid of rules theory, a theory borrowed from the communications field. Two forms of rules are identified: constitutive rules guide the interpretation of the other's acts, and regulative rules guide the appropriate response to the interpreted act. Rules theory asserts that companies act as if applying these rules. Relationships provide not only the context in which the parties’ acts are performed but are also the result of such acts. Thus, relationships are potentially reshaped each time one party performs an act and the other party gives meaning to that act and reacts.

This research aims to grasp hotel guests' motives and potential benefits sought when interacting with other guests, service personnel and residents and examines how these benefits can contribute to the total guest experience.

Mixed methods are adopted for the purpose of this study comprising individual interviews and a questionnaire survey.

Five groups of advantages emerge from individual interviews, including friendliness in interaction, social benefits, information acquisition, curiosity gratification and hospitality services. In the survey, which gathers 326 questionnaires, this study reveals that the five types of benefits derived from hotel guests' interactions could be further categorized into two dimensions: civility (e.g. friendliness and social) and utility (e.g. information, curiosity and service). The study confirms that four out of five potential or expected benefits from this personal interaction is significantly associated with the total hotel experience.

Respondents of this study are culturally homogenous; as a result, multi-cultural settings should be considered for future research.

Tourism and hospitality literature on people's interaction is mostly center around social aspects of interaction. The current study comprehensively explores all expected utilities of interaction, occurring in all sorts of interactions (e.g. customer-to-resident and customer-to-service personnel). Specifically, the findings of this study uncover the underlying factors which prompt the tourists to interact with other people in a lodging setting and examine the relative importance of those underlying factors to the total lodging experiences.

The purpose of this study is to identify how knowledge sharing literature has discussed task, structure, technology and people as elements of organizational change and to examine the interactions between the four elements of knowledge sharing.

The research questions guiding the study are: How do organizational change elements influence knowledge sharing? and What are the critical elements of organizational change in relation to knowledge sharing? Based on Leavitt’s (1965) organizational change model, 133 articles published between 2000 and 2012 from 13 journals were reviewed and analyzed.

The total number of articles covering task, structure, technology and people in knowledge sharing was 49, 79, 49 and 97, respectively. Of all references, 97 articles (72 per cent) discussed the important aspects of people, and 79 articles (59 per cent) emphasized the influential role of organizational structure in knowledge sharing. The highest frequency of interactions (48 articles) was the interaction between structure and people (Interaction 5).

To capture broader phenomena on knowledge sharing in organizational change, multiple data sources and a variety of journals with a longer timeframe should be collected and a more comprehensive review should be conducted. All perspectives of organizational change were not applied to this study. Theoretically, this study attempted to illuminate how knowledge sharing has been explored through the lens of four elements in organizational change and the interactions between the elements. This study attempted to expand the use of Leavitt’s (1965) model by applying interactive relationships among the elements to knowledge sharing.

The findings can advance strategic and managerial practice by informing the planning and development of knowledge sharing associated with change in organizations. A key question is how to identify the major component of change which will trigger the other changes in the current architecture of knowledge sharing in their organizations. This study suggests that elements of structure and people, when organization face either planned or unplanned change, are critical for successful knowledge sharing by making the interactive connections with other components of change.

The contributions of this study are that it provides an integrative review in selected journals of knowledge sharing in terms of organizational change. By examining how knowledge sharing studies have addressed the four change factors and multi component changes, this study explains one change in knowledge sharing leads to multi-component changes. Additional contribution is that it makes connections between knowledge sharing and organizational change.

A public space is a place of significance when it fulfils the human need for social interaction and attachment. However, the scarcity of public spaces poses a challenge to support socialisation for people within a defined social and cultural group. The purpose of this paper is to explore the association between place attachment and social interaction within public spaces in the city centre of Kuala Lumpur, Malaysia.

Face-to-face interviews with urban users were conducted to examine the users’ engagement in three main public spaces in the city and the significance of these spaces to everyday social interaction. Field observations were carried out to examine patterns of users’ activities and interactions.

The authors uncover a lack of multi-functional spaces to support diverse forms of interactions in the city. A street has an important function to generate activities. However, spaces for people to sit and stay remain scarce, and are in most cases consumed by extended commercial use and thus considered private. Opportunities for social interaction are very limited. The significance of the places relates strongly to commercial and tourism functions, and hence place attachment evolves around those activities. Participants associated their familiarity and engagement with interaction between familiar people, close ethnic relationships and business acquaintances.

The authors argue that more robust and socially responsive public spaces should be reclaimed for the culturally diverse users.

Development of attachment through meaningful spaces for people to stay and interact could enhance the role of public spaces in the city.

By understanding the social meanings of places, particularly in a multi-cultural setting, a stronger basis for designing and managing urban places towards resiliency and social sustainability can be provided.

The purpose of this paper is to argue that social interaction fundamentally underpins how people examine, experience and make sense of museum exhibits. It seeks to reveal how people collaboratively view and make sense of artwork and other kinds of exhibit, and in particular how the ways of looking at and responding to exhibits arise in social interaction.

The analysis inspects in detail video‐recordings of visitors' conduct and interaction at exhibits. It draws on ethnomethodology and conversation analysis to reveal the social and sequential organisation of people's verbal, visual and bodily action and interaction.

The study finds that people explore museums and examine exhibits with companions while other visitors act and interact in the same locale. Which exhibits visitors look at and how they see and experience them is influenced by and arises in social interaction with others, be they companions or strangers. People display and share their experience of exhibits with others through verbal and bodily action and interaction.

The findings bear on current debates in marketing research. They suggest that there is a lack of understanding of people's experience of exhibits in museums. They show how video‐based studies can address this gap in marketing research. Further studies are currently being conducted to shed light on the quality of people's experience at the exhibit‐face and how it may be enhanced by the deployment of interpretation resources, such as labels, touch‐screen and handheld systems.

The findings may have some implications for the work of curators, designers and exhibition evaluators. They suggest that social interaction needs to be taken into consideration when designing and deploying exhibits and interpretation resources, such as labels, touch‐screen information kiosks, hand‐held computers, etc.

The paper uses visual/video‐recordings as principal data and illustrates its findings by virtue of visual material. It introduces video‐based field studies as a method to examine cultural and visual consumption in museums. It employs an analytic and methodological framework from ethnomethodology and conversation analysis that previously have found little application in marketing and consumer research.

The coronavirus disease 2019 (COVID-19) pandemic has led to a global digitalization of organizational activities: the pandemic forced people and organizations to profoundly review values, purposes and norms. However, the research on how digital technologies impact human relationships and interactions at work results fragmented. Still, the importance of understanding which behaviors and norms enhance social interactions and organizational performances in digital environments remains critical, especially after COVID-19 advent. Therefore, this study explores how human relationships change in a wholly digital environment and what to expect for the new normal.

The study first explores the research gap through a systematic literature review to clearly understand what emerged so far. Second, through semi-structured interviews and a focus group, an empirical analysis was conducted.

Findings suggest that both work and emotional dimensions are crucial to nurturing human relationships in a digital environment. More precisely, the study unveils the need for innovative leaders to review their approaches to communication and the work experience and consider the emotional dimension in terms of community purpose and individual well-being, while identifying rituals as an overlapping tool. Finally, the authors propose a parallelism between these results and the agile revolution to inspire leaders to rethink their leadership and behaviors getting closer to the agile approach, which may represent a valuable way to rethink human relations in our professional environment.

The paper sheds light on an ongoing phenomenon that touches the lives of each organizational actor. The two-step structure hopes to provide both a structured base of the knowledge developed to date, proposing a systematic view of what has been studied since the outbreak of the pandemic to date and to provide insights for future developments.

To explore the relevance of Goffman's theatrical metaphor to describe video‐mediated interactions.

Grounded in four waves of observational data of MBA students interacting by videoconference in the context of a distributed course between Europe and Asia, with the students working in virtual teams on a consulting project.

People in video‐mediated contexts adjust and evolve the well‐established routines we have developed for interacting in everyday communication in order to build a “stage” for interaction. The stage does not only refer to a spatial frame of reference, but that it also refers to a shared social context, a ”place” that participants collaboratively construct.

The paper is based on observations of MBA students, and not teams of professionals in an organization.

The observations suggest that although people often blame the technology for frustrating or negative experiences and hoping for the development of better technology, practitioners aiming to support communication in video‐mediated settings should focus on building a stage and developing practices to support the interactional order. They should focus on the construction of a shared social context, a “sense of place”.

The use of Goffman's theatrical metaphor to study video‐mediated interactions. A suggestion for being innovative about the use of technology and avoid simply replicating face‐to‐face interactions.

The purpose of this paper is to explore spatial and social practices associated with a community street party through the lens of literature on encounter, conviviality and placemaking, considering its role developing a place-based sense of community.

The research is based upon a case study of a street party in London. Data sources include interviews, a questionnaire, observation and a literature review.

The conviviality associated with partying disrupts mundane social relations and engages diverse communities in placemaking. People playfully engage with one another, performing and reinforcing community and place values in the environment outside their homes.

This paper aims to engender understanding and encourage urban policy makers to support activities which combine pleasure and play to develop a place-based sense of community. It identifies practices which actively engage people at a grassroots level and enable them to articulate and perform community values.

Developing a sense of community in rapidly changing and diverse urban areas presents challenges for urban policy makers. Grassroots activities such as street parties often fall outside of funding streams, debates and formal policy making for cities but it is argued here that they enable people to engage in pleasurable and playful interaction and have an important role in disrupting mundane interactions and connecting people.

This paper progresses discussion of community events from a social perspective through an original study, identifying specific practices which contribute to a place-based sense of community.