Managing service employees: literature review,expert opinions,and research directions

This article reviews the service management and marketing literature on managing people with a particular emphasis on managerial relevance. This review explores the market and financial results of managing people effectively, emphasizing that it is probably harder to duplicate high-performing human assets than any other corporate resource. The challenges inherent in boundary-spanning frontline jobs are discussed, including role conflict and emotional labor. Next, recommended human resources (HR) strategies and practices related to recruitment, training, empowerment, service delivery teams, and employee motivation are reviewed. The literature review concludes with a section on service culture, climate, and leadership. Each section is complemented with further research suggestions that emerged from interviews with eight academic and practitioner experts. The last section outlines six themes for new research opportunities with high potential managerial relevance; they relate to (1) the financial impact of HR practices and strategies, (2) motivating service employees, (3) training, (4) emotional labor, (5) dealing with rude customers, and (6) the impact of technology on managing service employees.     

A Measurement Framework for Assessing the Contribution of Social Media to Public Engagement: An empirical analysis on Facebook

The public sector is increasingly turning to social media as a means to communicate and interact with citizens, but little is known about the contribution that these social technologies make to public engagement. This paper used a scoping literature review of studies examining social media in order to develop a framework that measures two Facebook features (popularity and commitment), which was then used to evaluate two different levels of public engagement (public communication and public participation). The framework was validated by applying it to the Facebook pages of several Italian city administrations, and a social media engagement matrix was proposed to interpret the findings.     

The Influence of Board Composition on Sustainable Development Disclosure

Despite knowing the potential effect of social reporting on firms' continuity, there is limited research into the influence of the composition of boards of directors on CSR disclosure. This paper adds to the emerging CSR literature empirical evidence by examining how board composition relates to a firm's social and environmental disclosure as well as the implementation of social policies. Using a sample of FTSE 350 firms for the period 2007–2012, the results show that higher board independence facilitates the conveying of firms' good citizenship image through enhancing societal conscience. The results also show that female participation on boards is favorably affecting CSR engagement and reporting as well as the establishment of ethical policies. Hence, the research suggests that boards with higher female participation and independence boost the legitimacy of CSR reporting. Board gender diversity and independence facilitates directing part of the firm's scarce resources toward value maximizing social projects and subsequent reporting on these. Copyright © 2017 John Wiley & Sons, Ltd and ERP Environment     

Mineral wealth – ‘in the name of morafe’? Community control in South Africa's ‘Platinum Valley’

Direct control of mineral resource wealth by communities in resource-endowed regions is advocated as a panacea to conflict and fundamental towards attainment of self-determination and local autonomy. Based on the study conducted in Royal Bafokeng and Bakgatla Ba Kgafela, the two prominent, platinum-rich traditional communities in South Africa's North West Province, this article reveals that, although mineral wealth in South Africa's platinum-endowed communities such as Royal Bafokeng is reportedly distributed ‘in the name of morafe’ (‘community’ in Setswana), inadequate participation produces polarised local priorities and tensions at the grassroots level. Community control of mineral wealth is thus likely to paradoxically generate conflict and exclusion at the traditional community level, particularly in contexts where participation in mineral wealth-engendered community development is championed by traditional leaders through customary-derived spaces of local engagement.     

国际贸易与文化制度差异的理论模型分析

国家间文化制度差异可以成为专业化分工和比较优势产生的原因之一,且这种差异并不会随着贸易的开展而消除,贸易不能促成国家间文化制度的融合,其巩固国家间文化制度差异,即使存在替代性文化制度均衡且向这种均衡的转变是帕累托改进的;向优等文化制度转变可能发生分配影响,在可能性条件下,雇员在封闭条件下可以通过转变获得福利提升,而雇主则相反.     

Employee involvement and participation: developing the concept of institutional embeddedness using WERS2004

It is widely accepted that employee involvement and participation (EIP) is a key component of the high commitment bundle of HRM, but that it can take a range of forms in practice. Much of the analysis to date has either treated different forms of EIP as a single construct or has measured EIP by virtue of its presence or absence alone. Drawing on earlier work based on the data from WERS1998 examining the link between various forms of EIP and employee outcomes such as job satisfaction and organisational commitment, the authors re-apply and extend these ideas to data from WERS2004. In particular they develop the concept of institutional embeddedness, in order argue that both the depth and breadth of EIP have important associations with commitment though not with satisfaction.

This association held for workplaces employing 25 or more workers, and here it was apparent that the more that employees are involved at workplace level – through a wider number of EIP practices that are held more frequently and include opportunities for workers to have their say – the more likely it is that investments in EIP will reap the reward of organisational commitment. For smaller establishments, given that they tend to operate with relatively few formal schemes, it is likely that managers in these workplaces find alternative ways in which to engage the workforce, and that informal EIP offer similar levels of embeddedness in these situations. A clear implication to be drawn from the findings is that, in a context of lower levels of formality within organisations (large and small), line managers are more than ever the key link between HR policy and the embodiment of actual practice at the workplace.     

How does growth need strength influence employee outcomes? The roles of hope,leadership, and cultural value

Abstract

Strong growth need is essential if an employee is to be motivated to complete complex and challenging jobs. It is important for organizations to attract employees with high growth need strength and help them achieve positive outcomes. However, limited research has been conducted to examine the mechanism underlying growth need strength’s positive effect on employee outcomes. Based on hope theory, we hypothesized that hope mediates the effect of growth need strength on job performance and affective commitment by transforming employees’ general desire for personal growth into goal-related cognitive thinking, comprising both ‘will’ and ‘ways’. We further hypothesized the moderating effect of transformational leadership, and the joint moderating effect of transformational leadership and individual power distance on the relationship between growth need strength and hope. We tested our hypotheses with data from a sample of 265 subordinate–supervisor dyads from China. Data analysis results supported the mediating role of hope. We found that growth need strength has a stronger effect on hope when transformational leadership is higher, and this effect is the strongest when both transformational leadership and individual power distance are simultaneously higher. The implications of these findings for human resource management research and practice are discussed.     

How to estimate market concentration given grouped data

A novel method is proposed of estimating market concentration for the census case in which firms are grouped into size classes and all that is known about the firms in each category is their number and aggregate size. The formula arises as a way of applying an alternative expression for the concentration ratio based upon the original and first moment size distributions of firms. The semi-parametric technique, which includes a method of interval as well as point estimation, is derived, applied and validated using actual and simulated data. It is anticipated that the estimator will be of use in competition analysis as well as in academic research.