Generation Z Perceptions of a Positive Workplace Environment

Employee Responsibilities and Rights Journal - The most recent generation to enter the workplace, generation Z, has been stereotyped as being less engaged in the workplace, despite being highly...     

What Coaches Believe are Best Practices for Coaching: A Qualitative Study of Interviews from Coaches Residing in Asia and Europe

The industry of executive and leadership coaching has grown over the past decade, becoming an integral part of many leadership and executive training and development initiatives globally. As a result, research focusing on coaches in Asia and Europe may uncover useful best practices that could inform the field. Such knowledge would enable coaches to better understand how to work better with their client–leaders and can also inform and develop coaching practice and research. The purpose of our qualitative study was to understand, through the interviews of 12 practicing coaches residing in Asia and 19 practicing coaches residing in Europe, what their best practices are in one‐to‐one coaching engagements. Ten best practices from the coaches in Asia and six best practices from the coaches in Europe emerged. Each best practice is discussed as well as limitations, future research, and implications from the findings of our study.     

Do jet fuel price movements help forecast airline fares and the demand for air travel?

The paper studies the predictive content of jet fuel prices for the U.S. aviation industry through in-sample and out-of-sample forecasting exercises. Our results suggest the possibility of limited improvements in the predictions of airline fares, and little evidence of predictability from jet fuel prices to measures of air travel demand.     

Role stressors and customer-oriented boundary-spanning behaviors in service organizations

The authors investigate three types of customer-oriented boundary-spanning behaviors (COBSBs) a frontline service employee may perform that are associated with linking a service organization to its potential or actual customers: external representation, internal influence, and service delivery. The authors propose and test a withdrawal model to explain the negative effects of role conflict and role ambiguity on COBSBs across a sample of 220 lower-level, nonprofessional service providers of a major retail bank and a sample of 90 higher-level, professional service providers from the business credit division of an international financial services corporation. The results demonstrate that (1) indirect paths through job satisfaction and organizational commitment entirely account for the negative effects of the role stressors on COBSBs, (2) the indirect negative effects of the role stressors are stronger on external representation and internal influence behaviors, and (3) role conflict also has a significant positive direct relationship with internal influence behaviors. Lance A. Bettencourt (lbettenc@indiana.edu) (Ph.D., Arizona State University) is an assistant professor of marketing in the Kelley School of Business at Indiana University. His research has appeared in a variety of journals, including theJournal of Applied Psychology, theJournal of Retailing, California Management Review, theJournal of Consumer Research, Marketing Letters, andPsychology & Marketing. His areas of research interest include service quality implementation, organizational citizenship behaviors, and customer contributions to service delivery effectiveness. Stephen W. Brown (stephen.brown@asu.edu) (Ph.D., Arizona State University) holds the Edward M. Carson Chair in Services Marketing, is professor of marketing, and director of the Center for Services Leadership, W. P. Carey School of Business, at Arizona State University. His research has appeared in a variety of journals, including theJournal of Marketing, theJournal of Marketing Research, theJournal of the Academy of Marketing Science, theJournal of Retailing, theJournal of Applied Psychology, Sloan Management Review, andCalifornia Management Review. His areas of research interest include service delivery and recovery, strategic service relationship management, service quality and loyalty, and growing services revenue in product-based businesses. He is the former president of the American Marketing Association and coauthor or coeditor of 20 books on marketing and related topics.