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Discussions about the dignity of human beings often focus on violations of a person’s dignity that are performed by other persons. However, human beings can also violate their own dignity or at least they can expose it to a violation by others thoughtlessly or intentionally. In his Metaphysics of Morals, Kant states that ‘[o]ne who makes himself a worm cannot complain afterwards if people step on him’. Kant presupposes that persons can infringe or even forfeit their own dignity – for instance through servile behaviour – and that violating one’s own dignity is a violation of a duty towards oneself. Starting from the tension between dignity in terms of honour and worth in current debates and in Kant’s own thinking, as well as between understanding dignity as absolute or relational, I develop a comprehensive account of dignity as a duty to oneself. The author argues for a twofold obligation towards oneself to respect one’s own dignity: (i) a duty (as the necessity of an action done out of respect for the moral law) to respect one’s authority as an autonomous person in the Kantian sense; and (ii) beyond the Kantian framework – an obligation arising from the practical necessity that follows from one’s self-understanding as a self-determined, self-expressive individual personality in a socio-cultural context. Finally, the author outlines the consequences of the idea of ‘making oneself a worm’ for the concept of dignity in the realm of rights by discussing why, even though persons can behave like worms, others ought not to step on them.

The purpose of this study is ascertain if the hotel concierge service will continue to be relevant in a technological world where consumers have increasing access to information about their destination. To trace the origins of the hotel concierge, their route into the profession and establish whether the profession is geographically localised. Their role within the hotel, working philosophy, core values and characteristics were considered in relation to creating and delivering an experiential service encounter.

Eleven participants were selected who worked on the concierge desk in four- and five-star hotels in Edinburgh. All were male, aged between 20 and 64 years old; nine were Scottish, six of whom were from Edinburgh, one from Wales and one from England. Six respondents were members of The Golden Keys Society. A qualitative approach was adopted with semi-structured interviews designed around key themes identified in the literature review.

No feelings of servility or inferiority were documented in the host/guest relationship. Comparisons were made between the contextual setting and the appearance and manner of the respondents with that of a “performance”. The uniform was deemed to facilitate feelings of empowerment analogous to having superpowers. Technology has been adopted by the concierge department as a tool, but is considered to be ancillary to their personal recommendation and network of business and personal contacts and collaborators.

Changes in the demographics of people travelling and discounted rates being offered in four- and five-star hotels has resulted in general perceptions of a less elite clientele. This may have implications for the future of concierge services.

The internet seems to have opened up this profession to enable concierges to effectively operate in a location they are not indigenous to. The personal recommendations that the concierge provides through their own knowledge are used in conjunction with technology, but are not in imminent danger of being replaced by it. It may prove beneficial for the hotel to provide some training for older members of staff to keep up with technological developments. This study could prove useful to service providers who aim to gain competitive advantage by elevating their level of guest service to exceed guest expectations through emulating the personalised service that the concierge can offer.

The socio-cultural issues within this study are important. Internet technology is generally perceived to be the panacea of all contemporary communication ills in the twenty-first century. The authors however propose that the concierge is the last bastion of front-line service personnel who are still approached for their individual, sometimes unique, knowledge that cannot be found online.

This study contributes to an area of interest that lacks contemporary research due to the natural gatekeeping that occurs within this “closed” environment.

Drawing on the emotional labour theory, the purpose of this paper is to explore the effects of cultural orientation on emotion regulation and display processes for service employees.

Based on a Nigerian study where literature is scarce, data were gathered from semi-structured interviews conducted with 40 call centre service agents.

The findings identified three key values around reinforcing social cohesion, anticipated self-curtailment, hierarchy and expressions of servility based on broader societal needs to promote relational harmony when managing customer relations during inbound calls into the call centre.

The extent to which the findings can be generalised is constrained by the limited and selected sample size. However, the study makes contributions to the service work theory by identifying the extent to which communication of emotions is informed in large parts by local culture and seeks to incite scholarly awareness on the differences of emotional display rules from a developing country other than western contexts.

This paper is among the first to focus on the interface between culture and emotional labour from a Sub-Saharan African context.

This paper aims to provide a more nuanced image of cooperation in France, first, insisting on the idiosyncratic conditions under which French will be likely to cooperate, and, second, pointing the importance of the local context, finally criticizing the average stereotyped image given by the intercultural management quantitative literature.

The studies behind the article are based on qualitative data and on an interpretative analysis of culture, considered as a frame of meanings through which people read the organizational situation they are in.

Advanced form of cooperation may be obtained when some balance can be established through subtle arrangement between organizational and cultural needs, i.e. allowing staff to escape from their founding fear of servility.

Such analysis of the conditions that can facilitate or hinder cooperation should not be limited to France. It may be applied to any other cultural area.

Intercultural management training sessions for expatriates could benefit from this qualitative approach.

This approach challenges the quantitative main Stream approach in cross-national studies on management.

In seeking to understand the impact of culture on conflict management (CM), extant organisational management research has, for the most part, confined itself to using the one-dimensional collectivism/individualism model of Hofstede's cultural theory. The purpose of this present study is to extend this knowledge area by adopting the more comprehensive analysis of Hofstede's fourfold dimensional typology – power distance, individualism/collectivism, uncertainty avoidance and masculinity/femininity – as a conceptual lens to investigate how national culture impacts the interpersonal CM of those in leadership positions in higher education institutions. Specifically, this article explores the extent to which cultural values influence the CM practices of university heads of departments (HODs).

Adopting a qualitative approach, 36 interviews were conducted with heads of different departments across a variety of disciplines in selected Nigerian universities.

The study's results conceptualise how underlying cultural norms – promoting paternalism, servility and social relations – influence the conflict-handling strategies adopted by university HODs. It consequently emerged from the thematic analysis that in Nigeria, conflict-handling decisions are shaped by status-based dictates, a normative emphasis on communality, masculine hegemony and religious motivation – as opposed to Western cultures, where these benevolent and integrative values play a far smaller role.

The study focussed on a small group of research subjects. Although the sample is not a sample that enables generalisation, the findings provide theoretical insights into how cultural ascendancy could frame conflict resolutions. This research is especially relevant as it runs in a culture significantly different from the ones that originally were investigated and in which managerial books and mainstream practices emerged and, thus, can contribute to challenge and enhance theory.

The study seeks to advance knowledge of the interface between culture and CM in a sub-Saharan African context where literature is scarce.

The purpose of this paper is to study how an account of multiple patient roles when using the Kano model in healthcare improvements can support identification of a wide range of patients’ needs.

The study presented in this paper was part of a longitudinal action research study. The empirical material was collected by various methods (interviews, a focus group, participative observations, and a survey) over a two-month period within the Children’s and Women’s Healthcare department in a Swedish hospital. The respondents included the management team, healthcare professionals, patients, and the patients’ partners.

The study shows that incorporating a view of multiple patient roles into application of the Kano model, and using input on customer needs obtained from patients, relatives, and healthcare professionals, helps to identify a wide range of patients’ needs.

The view on patients within healthcare is being transformed from one based on servility to that of patients as customers. This paper elaborates on a hands-on way of applying the Kano model based on a view of multiple patient roles as a means to support this new patient view. The application builds on input from various groups (such as patients and healthcare professionals), and, by using input from various stakeholders. This approach appears to overcome a gap, identified in earlier research, of either relying solely on patients, or solely on healthcare professionals, when identifying patients’ need. Rather input from several groups – patients, relatives, and professionals – are suggested to be used in combination.

This paper aims to assess receptiveness for Tourism and Hospitality as a career path among students in the Tourism Department of Sultan Qaboos University (College of Arts and Social Sciences), located in the Sultanate of Oman. The following objectives were identified to achieve this aim: assess respondents’ perceptions of tourism and hospitality employment; respondents’ tourism and hospitality employment commitment factors; and respondents’ perceptions of tourism and hospitality jobs.

A self-administered questionnaire was used to gather data and measure respondents’ perceptions of the subject under investigation. Survey questions were developed from the literature reviewed which provided the framework for the questionnaire. The questionnaire comprises four different question categories: general information; students’ general perception of tourism and hospitality employment; and tourism and hospitality employment commitment factors; students’ perceptions of tourism and hospitality jobs. Data were tested for normality of distribution; then, means were used for data description and ranking; thereafter, the independent-samples t-test and analysis of variance were conducted to test for significance between groups of respondents; the level of significance used was p ≤ 0.05.

The paper revealed that nearly 41 per cent of the students will continue working in tourism and hospitality for some time. For them, working in the industry is a step on the way, but is not a career path. Only 21.6 per cent are willing to consider tourism and hospitality as their long-term chosen career path. Tourism and hospitality students’ perceptions of the industry tend to be negatively affected as they progress in their study plan. Commitment to employment in Tourism and Hospitality is shaped by four major interrelated factor categories: industry, personality, education and society. The Omani tourism and hospitality industry was not able to project an image that could generate interest among Omanis. Consequently, very few graduates join the Tourism and Hospitality job market, leading to shortages in Omani workers in the industry. The major drawback of such trend is the inability to achieve the Omanization planned figures.

The findings are intended to assist tourism and hospitality educators, employers and policymakers better understand students’ future employment intentions.

The purpose of this paper is to explore how new policies and standards to professionalise nightclub bouncing along with customer-oriented service imperatives affect bouncers’ work practices and identities.

The paper is based on 13 months of ethnographic fieldwork among Danish bouncers and uses the concept of “emotional labour” and related ideas of “interactive service work” to explore how service imperatives play out at political/commercial and organisational levels and how such initiatives are negotiated by bouncers in their work practices.

Until recently, the nocturnal work of bouncers had been relatively unaffected by labour market service paradigms. This is now changing, as policy initiatives and the capitalist service economy colonise ever greater domains of the urban night and the work conducted here. We argue that trends towards professionalisation have landed bouncers in a double-bind situation, in which they are increasingly faced with competing and sometimes contradictory occupational imperatives requiring them both to “front up” effectively to unruly patrons and to project a service-oriented persona. We show how bouncers seek to cope with this precarious position by adopting a variety of strategies, such as resistance, partial acceptance and cultural re-interpretations of service roles.

While existing research on nightclub bouncers has primarily focussed on bouncers’ physical regulation of unruly guests, this paper provides a theoretical framework for understanding current policy ambitions to “domesticate” bouncers and shows how attempts to construct bouncers as civilised “service workers” is fraught with paradoxes and ambiguities.

This chapter shows that Kant’s notion of human dignity can be understood as a novel ‘care of the self’ and an ‘art of not being governed’. Drawing on a Foucauldian approach, it demonstrates that Kant intends to shape an ethical subject that strives for freedom and self-mastery. It also argues Kant’s idea of dignity embodies a political and spiritual form of resistance against dominant relations of power and subjectivities. Thanks to this novel perspective, this chapter also offers novel insights on the political force of human dignity. With Kant, this notion becomes a ‘government of the self by oneself’.

This chapter examines the evolution of the authoritarian political tradition in Russia from its inception to the present, and its influence on the development of Russian mass media. The authoritarian tradition became most pivotal for daily life in Russia, as it ensured that the media fully ascribed to specific political agendas. The cohesion has consistently affected Russian media coverage and continues to shape it today. The authors investigate how precisely this occurs, focusing on several political events, specifically the current situation in Ukraine. Through studying certain empirical materials concerning the political evolution in Russia, the authors answer the question of whether in the future Russian media will be likely to continue serving as an instrument of political propaganda rather than as a source of non-biased information.