What's in a word? Adopting a linguistic-style analysis of western MNCs’ global press releases

We advance research on the impact of business English as a lingua franca (BELF) on the communication of multinational companies (MNCs). Study 1 helps predict country-level variations of linguistic style in the English language of 2,223 press releases from US, UK, German, and French companies. Press releases are a specific genre of narratives used to engage investors. Study 2 demonstrates in a controlled quasi-experimental setting that adapting linguistic styles alongside well-established frameworks of cultural values can shape investors’ attitudes and intentions. Within-language linguistic style differences in the use of BELF can create barriers to communication fairly overlooked in International Business.     

Language and cross-border acquisitions: An exploratory study

The aim of this study is to examine the effects of language on post-acquisition performance of US based cross-border acquisitions. In this study we attempt to show that post-acquisition performance is explained by the linguistic distance between the acquirer and target country of the acquisition. In addition, this study explains the moderating role of acquisition experience in the linguistic distance-acquisition performance relationship. An analysis of 1120 US acquisitions in 33 target countries over a period of 6 years (2007 to 2012) demonstrates that linguistic distance has explanatory value in post-acquisition performance. Our analysis also demonstrates that the acquirer’s cross-border acquisition experience plays a significant role as a moderator of this linguistic distance—acquisition performance relationship. In addition, our analysis of lingua franca proficiency also lends support to our hypothesized relationships and demonstrates the robustness of our findings.     

Whose Culture and How Far? Culture Presentation in Current Business English Textbook Series

International business communication is associated with cultural norms of both native and non-native business counterparts. It seems that the study of culture presentation from the perspective of English as a lingua franca in business English textbooks has been rather underexplored. To this end, cultural contents in two internationally distributed business English book series published by leading publishers were examined. It was found that the selected textbooks in the series were in favor of a representation of native speakers in global business encounters, the inner-circle culture of native speakers was the dominant culture content, and the level of cultural presentation tended to remain in the knowledge-oriented rather than communication-based level. This leads to an argument in favor of critical and reflective culture presentations in business materials.     

Assessment of organizational climate in the restaurant industry

The objectives of this study were to assess organizational climate in restaurants and to examine the impact of the individual-level characteristics of employees on organizational climate based on the well-known 17-dimension-framework. Survey questionnaires were distributed to more than 380 foodservice establishments in the United States. For the data analysis, 418 responses from managers and frontline employees were used. Principal component analysis, factor analysis, and analysis of variance were employed. This study indicated that age, education, work experience, title, and employee status impacted the organizational climate in restaurants. These results will be useful in developing managerial strategies to improve organizational performance in restaurants.     

Factors influencing employee perceptions of customer service climate

This study examines the relationships between certain organizational variables and employees' perceptions of the customer service climate in their organization. In addition, the role of organizational commitment in this process is examined. Results indicate that rewarding employees for service excellence, allowing their voice to be heard by upper management, providing employees with the information and technology needed to do their jobs, providing adequate training to customer contact employees, allowing employees enough time to get their tasks done, and providing a work environment conducive to getting work done are all positively associated with employee perceptions of customer service climate. Based on mediated regression and a LISREL analysis, these relationships are all found to be partially mediated by organizational commitment. These results are consistent with previous customer service research, which has found organizational support and rewards to be positively related to customer service. We extend this literature by showing that organizational commitment may be a key variable linking organizational support and rewards to customer service. Implications of these findings are discussed and suggestions for further research are offered.Lincoln National Corporation     

How transformational leadership fuels employees’ service innovation behavior

Although there is a consensus that transformational leadership (TFL) is critical to successful service innovation behavior, the relationship between the two remains inconclusive. This study adopts a dual perspective approach that considers both motivational and social-political perspectives to further elicit the influence of TFL on the service innovation behavior of frontline employees. Using multiphase and multisource data from 269 employees and 1396 customers of hair salons, the results show that the perceived organizational climate for innovation, creative self-efficacy, and expected image gains fully mediate the relationship between TFL and employees’ service innovation behavior. TFL positively influences employees’ perceived organizational climate for innovation, which in turn enhances the service innovation behavior of employees through both motivational (i.e. creative self-efficacy) and social-political (i.e. expected image gains) mediating mechanisms. Surprisingly, expected image risks are found to have a non-significant relationship with service innovation behavior. We discuss implications of these findings with respect to innovation literature and management practice, as well as offer suggestions for further research.     

Perceptions of the Ethical Work Climate and Covenantal Relationships

Employees perception of the existence of a covenantal relationship between themselves and their employer indicates that they believe there is a mutual commitment to shared values and the welfare of the other party in the relationship. Research suggests that these types of employment relationships have positive benefits for both employees and employers. There has been little research, however, on the factors that determine whether such relationships will develop and thrive.In this paper, we suggest that the organizations ethical work climate may be an important factor affecting employees perceptions about the nature of the relational contract between themselves and their employer. Specifically, we argue that work climates emphasizing benevolence and principle will be associated with covenantal relationships. Conversely, we believe that work climates emphasizing egoism will make it less likely that covenantal relationships will develop between an employer and employee.In order to test our hypotheses, we collected data from 194 employees of a large retail department store. The employees perceived their work climates in terms of principle (laws and professional codes) and benevolence, but to a lesser extent also believed that egoism (self interest) concerns characterized their climate. After controlling for demographic and job-related variables, we found (as expected) that measures of principled and benevolence climate were positively associated with covenantal relationships and that a measure of egoistic climate was negatively associated with covenantal relationships. In the final section of the paper, we discuss the implications of these findings for research and practice.     

That honey,my arsenic: The influence of advanced technologies on service employees’ organizational deviance

Although advanced technologies represent extraordinary opportunities for service organizations, research has come to the fore warning of their negative effects on service employees. Drawing on the cognitive appraisal theory of stress, this study aims to examine the influence of STARA (Smart Technology, Artificial Intelligence, Robotics, and Algorithms) awareness on service employees’ organizational deviance through psychological contract breach, with this path moderated by industrial relations climate. Using a three-wave data from 359 employees in various Chinese service industries, the results indicated that STARA awareness had a positive impact on psychological contract breach, which in turn triggered organizational deviance. Industrial relations climate was an effective remedy in alleviating the positive association between STARA awareness, psychological contract breach, and organizational deviance. This study contributes to the growing body of research on the “downside” of STARA by illustrating organizational deviance as an outcome. It offers insights into how STARA awareness influences employees’ misbehaviors by adding an employee-organization relationship (i.e., psychological contract breach) perspective and advances our knowledge of a potential safeguard (i.e., industrial relations climate) that organizations can employ to minimize the negative consequences of STARA awareness.     

Climate perceptions and the customer orientation of frontline service employees

Satisfaction of customers' needs is particularly dependent upon the customer orientation of frontline employees. Understanding the drivers of such orientation is, therefore, a key issue in current research. Research relating perceptions of organisational values with the customer orientation of employees is rather sparse. This topic is approached by investigating the role of selected dimensions of psychological climate in promoting the customer orientation of frontline service employees. A structural equations model is developed and empirically tested, indicating that perceptions of customer, ethical, and innovation climates exert an indirect effect on the adoption of customer-oriented behaviours by frontline employees.     

绩效压力对职场欺骗行为的影响机制研究

文章基于自我控制资源理论，以354名员工为样本，探讨了绩效压力是否会通过员工的自我损耗导致职场欺骗行为的产生，并关注了家长式领导和差错管理氛围的调节作用。结果表明：绩效压力对职场欺骗行为存在显著的正向影响；绩效压力通过诱发员工的自我损耗而使员工做出职场欺骗行为；仁慈领导具有正向的调节效应，德行领导和差错管理氛围具有负向的调节效应。研究结果有助于揭示职场欺骗行为产生的内在机制和边界条件，以及家长式领导和差错管理氛围可能存在的影响。     

Spiritual Climate of Business Organizations and Its Impact on Customers’ Experience

This study examines the notion of ‹spirituality’ as a dimension of human self, and its relevance and role in management. Major thesis of this research is that spirituality of employees is reflected in work climate. This may in turn affect the employees’ service to the customers. In the first part of the study a Spiritual Climate Inventory is developed and validated with the data from manufacturing and service sector employees. In the later part, hypothesis of positive impact of spiritual climate on customers’ experience of employees’ service is examined and found to be substantiated empirically.

Quality and productivity: role conflict in the service context

This article presents a qualitative study exploring service employees’ experiences of quality–productivity tensions in the workplace, and how they cope with such conflicts. Semi-structured interviews were conducted with 50 service employees. Content analysis suggests that organization-level conflict derives from the different channels that service organizations use to convey the importance of quality (e.g. training) and of productivity (e.g. rewards) to employees. During service interactions, employees experience conflict when standardization is violated and productivity is threatened. Our results demonstrate and explain employees' strategies for coping with the conflict between productivity and quality and with the ‘double message' they receive about these two goals. Many of these strategies are intended to ensure quality while maintaining productivity. We discuss the study's contribution to service science, and explain existing organizational mechanisms and processes for communicating the importance of quality and productivity to employees. Implications for service management are discussed.     

Service climate and employee service performance: exploring the moderating role of job stress and organizational identification

Drawing on a sample of 368 frontline employees and 45 managers from five Chinese banks, this study examined the relationship between service climate and frontline employee service performance, including in-role and extra-role performance, and the difference of this relationship considering the moderating role of employee's emotional experience (job stress and organizational identification). Empirical results indicated the positive effect of service climate on service performance as hypothesized. Moreover, job stress negatively moderated the relationship between service climate and extra-role performance, while organizational identification positively moderated the climate–performance relationship.     

Factors affecting employee willingness to report customer feedback

Effectively capturing consumer feedback can help organizations swiftly react and improve the quality of their service processes and delivery systems. In most organizations, frontline employees are a vital source of customer feedback as they interact with customers frequently and intimately. Thus, the current paper seeks to understand the factors influencing employee willingness to report customer feedback up the organizational channels of communication. The conceptual model was tested empirically using data collected from major chain restaurants in Taiwan involving 332 frontline employees. A hierarchical regression analysis was used to test the hypothesized model. The obtained results demonstrate the impact of service climate, perceived organizational support, and internal locus of control on frontline employees’ willingness to report customer feedback.     

Workplace Marginalization: In the Group but Out of the Loop

New-entry employees expect to be involved rather than to be marginalized. This paper proposes a model to examine the process through which employees can be exempt from marginalization in their organization as a “political arena.” We argue that an employee, in order not to be marginalized, would like to perform high-quality in-role and extra-role behaviors and also develop good guanxi with his/her immediate supervisor. Moreover, the effects of employee efforts and guanxi on workplace marginalization are moderated by the organization political climate. Two studies were performed to examine the hypothesized model. The pilot study employed a sample of civil servants to develop and validate the measurement of workplace marginalization. The main study collected matched data from 343 employees, 662 of their colleagues, and 343 immediate supervisors. Results of hierarchical linear modeling analysis show that employee job performance, organizational citizenship behavior, and supervisor-subordinate guanxi are negatively related to workplace marginalization. In addition, the negative relationship between guanxi and workplace marginalization is stronger in firms with less organizational politics than those with intensive politics.     

Impacts of security climate on employees’ sharing of security advice and troubleshooting: Empirical networks

While extant research has studied the motivations of individualistic security compliance, this study explains what motivates employees to share security advice and troubleshoot with others. We argue that such findings are crucial for the development of people-centric security workplaces, where desirable security behaviors are disseminated amongst the employees. In this research, we applied network analysis techniques to perform two tasks. First, we explored the structural patterns of employees’ sharing of security advice and troubleshooting. Second, we evaluated the effects of security climate perceptions, perceived accountability, and personal attributes on those sharing activities. While the sharing network was found to be thin and sparse, perceptions of a direct supervisor's security practices and accountability for security tasks can increase sharing. Age, seniority, and tenure—as well as having the same gender and department membership—can also motivate sharing. In contrast, security climate perceptions of coworkers and top management's security practices were found to discourage sharing. Our practical recommendations focus on strategies to maximize security engagement in the workplace. Potential ideas for future research are also discussed in detail. Most importantly, we hope to offer this research as the foundation for future network studies in the behavioral security field.     

Teaching Business Ethics in Africa: What Ethical Orientation? The Case of East and Central Africa

This paper starts off from what seems to be a difficulty of ethics in African Business today. For several years now Transparency International has placed some African countries high on its list of most corrupt countries of the world. The conclusion one draws from this assessment is that either African culture has no regard or concern for ethics, or that there has been a gradual loss of the concept of the ethical and the moral in contemporary African society. Equally problematic is the teaching and promotion of Business ethics in organizations. Western philosophical theories and systems alone have not succeeded in providing access to ethical life of people in modern Africa. This paper is an attempt to inject an orientation that takes into account African manners and customs, their religious convictions and their understanding of the world as a whole, in the teaching of Business Ethics. East and Central Africa have been selected due to their common lingua franca, Kiswahili, and the fact that the author has more teaching experience within that region.     

Perceptions of ethical work climate and person-organization fit among retail employees in Japan and the US: A cross-cultural scale validation

International retailers can only be successful if they understand similarities and differences between cultures. This study compares retail employees' perceptions of ethical work climate and person-organization fit in the U.S. with those of the same employee type in Japan. The results can help retailers understand employee perceptions of their relationship with the firm. An important aspect of this research involves testing the cross-cultural validity of the ethical work climate (EWC) and person-organization fit (POF) scales. Findings suggest that these scales are valid in both different national contexts and can also be used to compare differences between the cultures. Significant differences were noted in the EWC and POF between retail employees in Japan and the U.S. The relationship between EWC and POF varies significantly for employees in Japan and the U.S.     

The mediating role of integration of safety by activity versus operator between organizational culture and safety climate

ABSTRACT

In this study, we analyse the impact of the organizational culture and introduce a new variable, the integration of safety, which relates to the modalities for the implementation and adoption of safety in the work process, either through the activity or by the operator. One hundred and eighty employees replied to a questionnaire measuring the organizational climate, the safety climate and the integration of safety. We expected that implementation centred on the activity or on the operator would mediate the relationship between the organizational culture and the safety climate. The results support our assumptions. A regression analysis highlights the positive impact on the safety climate of organizational values of the ‘rule’ and ‘support’ type, as well as of integration by the operator and activity. Moreover, integration mediates the relation between these variables. The results suggest to take into account organizational culture and to introduce different implementation modalities to improve the safety climate.     

The perceived autonomy–perceived service climate relationship: The contingency effect of store-level tenure diversity

Although prior research has examined the relationship between perceived autonomy and perceived service climate, a dearth of studies exist that have explored the boundary conditions of the perceived autonomy–perceived service climate relationship. To this end, this study draws on self-determination theory and the job characteristics model to develop a multi-level model that examines the relationship between perceived autonomy and perceived service climate and how this relationship alters at varying levels of store-level tenure diversity. Based on matched data from service employees and customers from a national chain of retailers, the findings indicate that perceived autonomy is positively associated with employee's perception of service climate. However, this relationship was qualified by a curvilinear (U-shaped) moderating effect of store-level tenure diversity. Perceived autonomy had a greater impact on perceived service climate at low and high levels compared to moderate levels of tenure diversity. Implications for advancing theory in service retailing are discussed along with strategic ramifications.