This paper examines the role of core self-evaluations (CSEs) in the relationships among emotional demands, emotional dissonance, and depersonalization. Data were collected from a non-random sample of 423 teachers who worked in primary, secondary, and higher education institutions. Results from structural equation modeling analysis showed that CSEs displayed both direct and indirect effects on depersonalization through employees' perceptions and reactions to emotional labor. Specifically, those individuals with more positive CSEs tended to perceive the emotional aspects of their job as less demanding, thus being less likely to experience emotional dissonance and, in turn, depersonalization. This research demonstrated that CSEs play a vital role in explaining employees' reactions to emotional labor and, therefore, their effects should be properly accounted for in future studies. Implications for practice and future lines of research are discussed in this paper.

This study investigates whether the perceived opportunity to craft (POC) is related to job crafting (JC) strategies and whether these strategies are related to thriving at work, in terms of both vitality and learning. It aims to verify the mediating role of JC between POC and thriving. Data were collected from 424 accounting professionals in Canada. The structural equation modeling based on bootstrap analysis was used to test mediation. The results indicate that POC is positively related to increasing structural and social resources and challenging job demands and negatively to decreasing hindering job demands. They reveal that increasing structural and social resources enhances learning and mediates the relation between POC and vitality and learning, as do challenging job demands, whereas decreasing hindering job demands does not. This study is one of the first to confirm that POC influences vitality and learning via JC behaviors as mediators.

Although organizational research on abusive supervision and its detrimental effects on individuals and organizations has become increasingly popular, little attention has been paid to the maladaptive responses of subordinates to abusive supervision. We build upon self-regulatory theory to investigate one common but overlooked maladaptive response of subordinates to abusive supervision: subordinate overeating behavior. We conducted a single-source, multi-wave daily diary study on 10 consecutive working days (N = 115 employees and 1150 daily surveys) to investigate the relationship between abusive supervision and overeating behavior via a subordinate's negative mood at the high versus low values of subordinate's recovery experiences. We, from the perspective of self-regulatory impairment, found that a subordinate's perceptions of abusive supervision instill a sense of negative mood, which in turn render a loss of control over his/her behavioral intentions toward overeating behavior. Moreover, the first-stage moderation results demonstrated that recovery experiences at the workplace mitigate the depleting effects of abusive supervision. Abused subordinates are less susceptible to the effects of abusive supervision on overeating behavior via their negative moods when there are greater recovery experiences at the workplace. Implications for theory and practice are discussed.

The double-bind hypothesis proposes that gender-based stereotypes of emotion expression exist, which effect how males and females are evaluated. Using videotapes depicting transactions between male/female employees and customers, the current study examined whether the double-bind hypothesis occurs within a service context. Participants (N = 141) who viewed a male and female service employee expressing friendly or non-friendly emotion evaluated the employees and rated their sincerity. Results provided partial support for the double-bind hypothesis. When service employees failed to express friendly emotion, the female was more negatively evaluated. However, evaluations and ratings of sincerity were not significantly different when both genders expressed friendly emotion. These findings suggest that employees occupy both work and gender roles, and expectations of each role will influence how their emotional expressions are evaluated. Gender of participants also effected service evaluations. Consistent with prior research, females focus more on the relational aspect of service than do males.

This study intends to explore the impact of the customer knowledge integration capability, customer knowledge absorptive capability, customer knowledge creation capability, and customer relationship capability on new service development (NSD) performance for Taiwan's hospitals from customer knowledge and customer relationship perspectives. We employ the self-administered mail survey to collect research data and select self-pay medical service managers or top managers as key informants. After testing the fitness of sample representativeness, non-response error, common method variance, reliability, and validity, we adopt structure equation model to test the research model. Empirical results indicate the customer knowledge absorptive capability of a hospital is positively associated with NSD performance, and the customer knowledge integration capability of a hospital fully mediates the relationship between customer knowledge absorptive capability and NSD performance. However, customer relationship capability and customer knowledge absorptive capability both have positive influence on customer knowledge creation capability. Managerial and theoretical implications are discussed.

This paper addresses the issue of services outsourcing by looking at both theoretical and empirical arguments. Previous debates have often concentrated on the motives for adopting the practice rather than the outcomes. These various themes can be discussed under the twin concepts of the cost and efficiency argument and the fashion and isomorphism approach. Our research provides strong evidence to support the cost efficiency argument. On average, significant cost advantages were sought and delivered, as well as improvements in service levels and systems. Many organisations in the current environment in Australia look at outsourcing not only as a method of increasing efficiency but also as gaining competitive advantage through harnessing the superior specialist skills and experience of the outsourcing provider who takes someone's back office function and transforms them into their front office. A 10% net cost saving was considered necessary by an organisation before embarking on an organisational change that was disruptive and in some cases involved downside risks. Even if other efficiency gains such as service levels or systems improvements were required, so were 10%+ cost savings. A number of the organisations thought their skills in managing outsourcing had improved considerably such that they were in a position to move from a client/server relationship to a partnership model (i.e. an alliance).

This research studies industry exit in the Japanese context, by examining the process followed five Japanese flat panel display manufacturers as they de-committed to and later exited from the industry. The five cases examine firms with systematically different exit barriers due to the presence or absence of strategic centrality and vertical integration in each firm. With one exception, all the firms followed multi-staged exit processes involving cooperative arrangements with other industry participants. Firms with middle to high levels of commitment and exit barriers went through more steps in the process than those with the lowest levels of commitment. The effect of top management succession and long-term employment upon the exit process are considered, and the role of cooperative arrangements in reducing exit barriers are discussed.

Executive onboarding has become a popular technique in the business world during the past decade. However, the demonstrated success of traditional onboarding practices is mixed. We assert in this article that executive onboarding should be strategic, so that it not only prevents executive derailment, but accelerates contribution to optimize strategic achievement. We review the literature and identify six problematic areas externally hired executives often encounter when transitioning in to new organizations. It is recommended that effective onboarding should be tailored to the targeted organizations and executives to address specific transition issues. We propose a conceptual framework to implement onboarding on a strategic basis. It is hoped that such a review and conceptual discussion will enhance the effectiveness of onboarding experiences and increase the likelihood of success for executives hired from outside the organization.

While institutional organization research to some extent has neglected the micro agency of organization members, parts of the strategy-as-practice research have tended to bracket off wider societal environments shaping the practices-in-use of top-level strategy practitioners. This article attempts to address parts of this void. This study examines the agency exerted by top-level public servants through their everyday strategy and policy work in face of co-existing logics of public administration. The findings illustrate how their action strategies span from more passive strategies of coping with coexisting logics of administration to more skilled agency of combining logics aimed at enhancing their opportunity and action space. The study suggests that the interplay between co-existing institutional logics, action strategies and the practical skills of top-level public servants provides the basis for both coping and more proactive strategies in pluralistic public administrations. Findings illustrate the role of public servants' practical sense of realizable opportunities that inform such strategies of handling co-existing institutional logics. Implications for institutional studies of organizations are outlined.

This paper examines how the characteristics of CEOs' social networks, such as the size of the network and the strength of the ties, influence strategic flexibility from a strategic change perspective. External social networks can affect strategic flexibility positively. Previous experience with strategic change will influence external social networks differently, in ways that have repercussions for strategic flexibility. The data were gathered from surveys completed by the CEOs of 203 Spanish firms. The methodology used is regression analysis. We observe that external social networks affect strategic flexibility positively, primarily through the greater size of the networks. We also find that the effects vary if previously the organization is involved in a process of strategic change.

This paper addresses an important knowledge gap regarding the internationalization of family businesses. To understand the specific factors that influence the internationalization of these firms, this paper investigates the role and articulation of entrepreneurial orientation (EO) and family social capital (FSC) on internationalization performance. Our findings reveal that the more entrepreneurial the family business, the higher the likelihood of identifying and exploiting business opportunities in foreign markets. The moderating effect that FSC can have on the dynamics between EO and internationalization indicates that this relational family specific asset facilitates organizational stability and performance enhancement.

This paper reports on a project conducted with representatives of indigenous Māori organizations that are active in New Zealand land-based sectors. The primary aim of the research was to assist these organizations in thinking about their current and future positioning with regard to climate change. Using Peter Checkland’s Soft Systems Methodology as a broad framework for the research, the paper first seeks to capture some of the likely issues that enable and constrain strategic activity in the climate change arena. It then uses various soft systems modelling tools to research and structure a debate to consider the desirability and feasibility of particular interventions.

Top management plays a central role in interpreting the organization’s performance and communicating to stakeholders. Management’s performance attributions set the tone for accountability and shape organizational climate. However, prior studies of the relationships between attribution patterns and subsequent performance have been limited and reported mixed results. This study extends this literature stream by examining the relationships of four different types of attribution and subsequent performance concurrently and testing them in a two-country sample. We find a significant positive relationship between positive internal attribution and subsequent performance, and reaffirm prior findings on negative external attribution and performance.

By introducing gender similarity as a contextual antecedent of coworker support, we examined the mediating role of coworker support for the relationship between workgroup gender similarity and job attitudes. In addition, we explored how a creative requirement, which is an occupational characteristic, can influence the relationship between coworker support and job attitudes above and beyond the role of supervisor support and organizational support. Results based on 975 full-time employees across a wide variety of occupations and industries indicated that as expected coworker support can serve as an underlying mechanism in the relationship between the relational demography of a workplace and employees’ job satisfaction and intention to quit. Furthermore, coworker support was significantly related to job satisfaction only for those occupations that required high levels of creativity. Finally, the creative requirement of an occupation moderated the indirect effect of gender similarity on job satisfaction through coworker support.

The main goal of the current study is to analyze the relationship between leaders' empowerment, radical innovation and organizational performance. A total of 300 Spanish companies participated in the study. In total, 600 valid questionnaires were obtained. Structural equations were used to validate the proposed hypotheses. Two different respondents in each company were selected to provide information. All the hypotheses proposed in the theoretical model were confirmed. This research provides empirical evidence of the relationship between leaders' empowerment and organizational performance, highlighting the mediation role played by radical innovation. Leaders who empower, promote radical innovation and, in turn, performance. To our knowledge, this is the first empirical study that analyzes the effect of leader's empowerment on radical innovation. Although in the former literature there are evidences of a positive relationship between empowerment and innovation, there are no studies that differentiate between innovation typologies.

Dynamic capabilities are central to firms' strategic decision-making and have received increasing attention in recent years due, in part, to the development of the information society. This research explores how web-based and human information sources interact and advance the development of dynamic capabilities. We use a mixed-methods approach executed in two studies. Study 1 reports insights gleaned from in-depth interviews with 12 senior managers. Study 2 provides the findings from a survey completed by 139 senior managers. The analysis indicates that the use of web-based and human information sources facilitates all dynamic capabilities types – sensing, seizing, and reconfiguring. Furthermore, sensing mediates the effects of the information sources on seizing and reconfiguring. This research highlights the strategic potential of using business information sources to advance dynamic capabilities while differentiating between the most commonly used information sources and inspecting their individual and synergistic effects on the advancement of dynamic capabilities.

The employee–customer interface in hedonic services requires high quality interactions at key touch points to ensure experiences are positively remembered. We propose an approach that combines service blueprinting with internal marketing to achieve these experiences. While internal marketing suggests using marketing techniques for hiring, retaining and motivating employees, the literature in this field has been largely independent of each employee's contribution to the internal value chain. Service blueprinting is a useful approach which makes explicit the value creation processes used in service production. No study has thus far connected the blueprint (which identifies functions to be performed) to internal marketing (which specifies the mechanisms for hiring, retaining and motivating the people performing the functions). This paper proposes a service value chain optimisation framework to enhance employee–customer interactions in hedonic services using these two research streams.

Perceptions of employee entitlement are reported to be increasing in organizations and have been linked to negative outcomes at work. Employee entitlement is an employee’s belief in deserving preferential treatment or reward without regard to performance. Arguments, however, are emerging that entitlement may also be linked to positive behaviors. In this article, we outline a study that examines the moderating effect of self-monitoring on the relationship between employee entitlement and organizational citizenship behavior and affective organizational commitment. Based on survey data collected from 167 individuals, we found that self-monitoring moderated the relationship between the specific subscales of employee entitlement and organizational citizenship behavior but had no relationship to commitment. Although previous studies have addressed entitlement perceptions as a negative outcome for the organization, in this article we outline the potential for positive outcomes. Limitations and future research directions are outlined.

This study examines the effect of diverse experiences on a firm’s alliance portfolio diversity (APD). Drawing on the organizational learning perspective, it argues that a firm’s learning from diverse experiences enables it to reap the benefits and mitigate the risks of high level of APD. Thus, an experienced firm may choose to form or maintain relationships with diverse partners to get the intended benefits of APD. In particular, the study hypothesizes that a focal firm’s product and international diversification experience, alliance experience, and alliance experience heterogeneity are positively associated with its APD. A longitudinal investigation of 90 Indian firms, for the period 2004–2014, provides support for all the hypothesized relationships. In general, findings, which are robust to multiple estimation methods, suggest that a firm’s diverse experiences influence its APD. Findings of this study contribute to the alliance portfolio and organizational learning literature by examining the experiential antecedents of APD.

Policymakers, academics, and practitioners are increasingly discussing non-financial reporting (NFR) initiatives, i.e., reporting initiatives that are related to environmental and social matters. The implementation of NFR initiatives in the context of small and medium-sized enterprises (SMEs) is a key topic. Based on a systematic literature review, this article first synthesizes what we know about the mechanisms underlying NFR initiatives implemented by SMEs. A thematic analysis led to the identification and examination of drivers, enabling factors, and challenges for NFR initiatives. Relevant drivers include legitimacy-based motivations, competitive advantage, and stakeholder engagement. Enabling factors include specific guidelines and tools for NFR. Lack of capabilities and lack of standardization are significant challenges. Second, drawing on the thematic analysis and on what we do not know about NFR in the context of SMEs, a novel conceptualization of NFR as a process characterized by three main phases is presented. Last, this article suggests future research opportunities.