The purpose of this study is to examine whether outsourcing frontline functions warrants equivalent level of customer-orientated behaviors as provided by a principal organization, and, if not, what the causes of the differences are. A total of 753 frontline workers of a leading South Korean telecommunications company and its partner companies responded to a survey regarding their levels of customer-oriented behaviors, their supervisor's degree of customer orientation, and their organization's training on customer orientation. Structural equation models were then utilized to examine the proposed relationships. The results show that the frontline workers of the partner organizations have a significantly lower level of customer-oriented behaviors compared with those of the principal organization. The immediate supervisor's degree of customer orientation and customer-orientation training accounted for a significant amount of difference found between the principal and partner organizations.

Crises are socially constructed. Affected stakeholders of an organizational crisis conceive complex associations between their perceptions of the implicated company's response and about the company itself. The study moves away from a simple cause–effect view by deriving alternative configurations of these associations. This approach allows for a better understanding of how stakeholders attribute responsibility for a critical event and the resulting crisis faced by the company that caused it. Using partial least squares structural equation modeling and fuzzy-set qualitative comparative analysis, we analyze insights of 325 families affected by an environmental incident in 2018 involving Colombia's largest company. We establish a correlation between stakeholders' perceptions of crisis response timeliness and credibility. Accordingly, we expand on how perceptions affect organizational judgments. Finally, we propose that trustworthiness and reputation are antecedents to how organizational crisis response is perceived and how these antecedents affect the degree of the severity of the company crisis.

This study investigates the effects of employees' perceived values-congruence within an organisation affect employees' beliefs about organisational change. Specifically, we investigated the effects employees' perceived values-congruence with their organisation, supervisor and colleagues had on beliefs about an organisational change implementation and tested whether these relationships were mediated by employees' felt trust and perceptions of the quality of their organisations' communication, as suggested by the literature. Data from 251 respondents who had undergone an organisational change within the last 6 months were analysed. Support was found for the influence all three types of perceived values-congruence (i.e. congruence with their organisation, supervisor and colleagues) had on change-related beliefs and strong support was found for the mediation role played by trust and the quality of communication.

Drawing upon the thriving at work and agism literature, we added unexplored thriving antecedents (i.e., negative age-based metastereotypes and associated reactions) to the thriving nomological network. Additionally, we investigated the thriving-turnover intentions link throughout the lifespan. Parallel multiple mediator models were used to analyze the role played by threat and challenge in the relationship between negative age-based metastereotypes and overall thriving. Survey results (n = 326 employees) showed that threat and challenge mediated this relationship, yet differential relationships between antecedents and thriving appeared when analyzing thriving dimensions (i.e., learning and vitality) separately. Relatedly, turnover intentions were negatively predicted by overall thriving, but learning and vitality effects on turnover intentions were distinct across age groups. Findings recommend a clearer distinction between thriving dimensions role in the thriving experience throughout the lifespan. Overall, this study contends that the combination of thriving and agism literature contributes to further understand employee growth.

This study investigates the connection between employees’ experience of time-related work stress and their job performance, with a particular focus on the mediating role of their propensity to engage in negative gossip and the moderating role of their collectivistic orientation. The results based on multisource, three-wave data from employees, their peers, and supervisors in Pakistani organizations show that an important reason that time-related work stress might diminish job performance is that employees expend significant energy discussing their negative evaluations of other organizational members with peers, possibly as a way to protect their self-esteem resources. This mediating role of gossip is also invigorated by employees’ collectivistic orientation. For organizations, this study identifies a key mechanism – informal conversations with peers about the flaws of others in the organization – by which time-related stress prevents employees from allocating sufficient energy to completing their job tasks, and it reveals that this process is more likely among collectivistic employees.

Audience responses systems are electronic devices allowing audience interaction and they are increasingly being used in educational and business settings to enhance various pedagogical and practical processes. This paper discusses how ARS technology may be used as a method of collecting data for research purposes. Specifically, this paper demonstrates ARS technology's potential utility by duplicating findings from two organisational studies, it discusses how ARS technology may be used to address three prevalent data collection problems, and it suggests how ARS technology may provide scholars with increased access to certain organisational settings, as well as greater integration between research and service activities.

This study examines consistency between compensation systems and corporate performance. The main purpose is to analyse how the performance has affected the short-term executive pay in Spanish banking system during the period 2004–2008. The main results reveal that pay-performance sensitivity is asymmetrical regarding the sign of the variation of the performance, since the pay-performance sensitivity is greater when the variation of the results is positive than when the variation of the results is negative. This finding is consistent with the managerial power theory and calls into question the role of the pay-performance incentives to align interest of executives and shareholders.

The aim of this study was to investigate the challenges that nurse unit managers (NUMs) face while working in acute care settings, the strategies they use to deal with these challenges, and the effectiveness of these strategies from the perspectives of NUMs and their supervisors. NUMs (N = 22) and directors of nursing (N = 3) were interviewed for this study. Thematic analysis revealed 14 challenges relating primarily to NUMs interactions with others, both within and outside of their wards/units. These challenges related to the managerial, but not clinical, aspects of their roles; 16 strategies for managing these challenges were identified, the effectiveness of which seemed dependent on how well they were executed. The strategies are: seeking assistance and support; trial and error; satisficing; taking responsibility for own professional development; scheduling of time; working longer hours; delegation; adaptive staffing and rostering; being a visible presence on the ward; team development; facilitating professional development for staff; being available for staff; negotiation and collaboration; communication; working with the processes of a large organisation; and complying with the demands of others, The findings make a strong case for NUMs to be supported in undertaking comprehensive management education.

Feedback to students is an important feature of assessment in higher education. Constructive and timely feedback guides students to improve on a continuous basis in the process of their tertiary education. This paper outlines an exploratory study based on survey research, which was conducted on a large sample of undergraduate students on management courses in a New Zealand university. Following a review of the relevant literature a conceptual model was developed using systems thinking principles. A questionnaire was designed consisting of 20 closed Likert questions and two open questions designed to explore students’ perceptions of the feedback given to them on their formative assessments. Quantitative and qualitative analyses were undertaken of the data collected from over 600 valid responses. The quantitative analysis consisted of descriptive statistics, an exploratory factor analysis and Pearson's correlation analysis. The four main factors to emerge were: improvement of work quality, improvement of results, need for feedback and quality of feedback. The qualitative analysis was based on these themes. The results of these analyses are discussed in this paper. This paper attempts to contribute to the ongoing discussion regarding the better understanding of the complex relationships between feedback and student learning in tertiary level management education.

Within sparse studies available on ethnic privilege at work, the emphasis is dominantly on ethnic privileges available to white, Anglo-Saxon, Protestant, heterosexual men and to a lesser extent white women. This paper presents and develops an Islamic and postcolonial perspective on ethnic privilege, which is unique not only due to contextual and cultural differences but also due to its postcolonial nature and composition. By postcolonial, the paper refers to cultural legacies of Arab colonialism and ideology in South Asia and elsewhere. Drawing on a qualitative study of Muslim female employees in Pakistan, the paper shows that religio-ethnic privilege represents postcolonial influences of a foreign (Arab-Salafi, ultra-orthodox Islamist) culture on a (non-Arab Muslim) society, and as such does not represent ethnic norms of a local mainstream society. The paper investigates the case of religio-ethnic privilege and female employment in Pakistan and examines how a foreign-influenced stereotype of female modesty is used to benchmark and preferentially treat ‘good Muslim women.’ The analysis shows that an Islamic and postcolonial lens may be needed to understand the nature and implications of religio-ethnic privilege at work in Muslim majority countries and societies.

We end this special issue with a case study (Darsø 2004) of how Miha Pogacnik, virtuoso violinist and cultural ambassador of Slovenia, works to inspire and engage artful behaviour. Miha's interpretations of musical masterpieces illuminate universal human archetypes, which are profoundly meaningful to individuals as well as to organisations.

Music reaches of all the arts the most, the deepest into our experience.

Miha Pogacnik

At a time when pressures for change are at their highest, from globalisation, new technologies, product and process innovations, successful business leaders need to be at their creative best just to survive. Creativity is the hallmark of art, and artists are increasingly a source of inspiration for entrepreneurs world-wide.

Miha Pogacnik's unique contribution stems from this new consciousness, the need for creativity, imagination and perfection in business. Time after time, his input in countless business conferences has been magnificent, unexpected and unique. Through music and art, Miha Pogacnik ignites a new force in us, the power of rising above our old selves in perceiving problems and opportunities in an entirely new light, and thus striking in new directions. Miha is truly at the leading edge of business as we move towards the 21st century.

Marcello Palazzi, Co-Founder & Executive Director, Progressio Foundation Rotterdam, Netherlands (Balough 1996)

Miha Pogacnik saw the potential of Art & Business long before anyone else and has worked in the field for more than 20 years. Today Miha Pogacnik uses his violin to decompose and play classical masterpieces when doing his presentations around the world as a business consultant with, among others, ABN AMRO Bank, General Electric, JP Morgan, Hewlett-Packard, IBM, Microsoft, LEGO, Mitsubishi, Nike, Nokia, Novartis, Procter & Gamble, Shell, Volvo, World Bank, World Economic Forum, and many more.

Increasingly within industries voluntary codes (standards) are being developed and subsequently used by firms to address social and environmental issues. On any particular issue multiple competing codes may be available for adoption by firms. Given a choice of codes, which ones will firms adopt? Building on existing institutional and economic research pertaining to voluntary codes this paper proposes a theoretical model as to why some codes are perceived as legitimate by firms and hence are widely adopted while others are not. This model proposes that, in addition to the role of the code's content, the characteristics of the adopting firm, and environmental factors, the origins of a voluntary code, including the characteristics of the developer creating it, the development process, and the opportunity for firms to engage in formalized ‘normative conversations’ regarding the code subsequent to its adoption, will influence whether potential firm adopters perceive the code as legitimating and hence decide to adopt it. Rather than code adoption simply reflecting institutional mimicry or a rational transaction by adopting firms this model suggests that both the creation and the maintenance processes surrounding codes play important roles in the perceptions of legitimacy and subsequent adoption of codes by firms.

We argue that social support can be helpful or hurtful in the context of performance outcomes for employees experiencing co-worker exclusion. We contend that employees' perceptions of co-worker exclusion are negatively associated with task performance and citizenship, and positively associated with interpersonal deviance. We further contend that whether social support strengthens or weakens the negative performance outcomes of co-worker exclusion depends on whether the source of social support is from co-workers or family and friends. Using data obtained from 135 supervisor–subordinate dyads across various occupational positions, we find that co-worker support is hurtful, whereas family and friends support is helpful. We also find a three-way interaction: task performance suffers most when employees who feel highly excluded also perceive higher co-worker support and lower family and friends support. These results suggest a need for a more nuanced view of social exchange/support, and build our knowledge about ambivalent relationships.

Trade associations are a form of business network distinguished by third party coordination and representation of sector-affiliated organisations. In New Zealand, a recent review found that trade associations have made increasing contributions to industry and business development. The possibility that New Zealand's associations benefit from a small country advantage in supporting collective activity is explored. This follows suggestions in the New Zealand survey and Nordic claims that small economies benefit from shared trust that facilitates business cooperation. A matched sample of 13 Australian and New Zealand trade associations reveals that New Zealand's associations tend to have higher levels of membership and are less troubled by ‘free riders’ than their Australian counterparts. There is weak evidence that support for trade associations reduces with increases in enterprise diversity (size and activity specialization) within an industry and that the organisation of industry value chains influences trade association activity. Any advantage in maintaining participation is reduced by the greater resource strength of Australian associations. Further investigations of Trans Tasman differences in business associability are justified.

The most common method of assessing outcomes of change projects is to compare the final outcomes with predefined goals and conclude that the project has been a success, or more commonly, a failure. We question whether such simple conclusions pay due respect to complex processes. In this paper, we apply a sensemaking perspective to explore how and when outcomes of change projects are assessed. We report from a longitudinal case study of a project in the Norwegian public sector that was initiated to suggest and implement changes in response to major challenges in the health sector. We found outcome narratives in all project phases, including those not based on change objectives. The study contributes to the literature by suggesting that outcome narratives are continuously constructed throughout change projects and that competing outcome narratives can co-exist, be reinforced or be merged over time.

Inclusive workplaces rely on the joint optimization of disability management and human resource management. However, disability management has been predominantly investigated as an independent issue, overlooking its interplay with human resource management. The article delivers a bibliometric and interpretive review of the scholarly debate falling at the crossroad of disability management and human resource management, mapping the state of the art of this study domain. Departing from a knowledge core of 91 papers, 6 research streams were identified through bibliographic coupling. They account for the evolution of disability management from a fix-it initiative aimed at fostering return to work of people with disability towards a holistic management approach targeted at inclusiveness. Aligning the hard and the soft sides of disability management and embedding it in the organizational culture are crucial to enact inclusive workplaces and make organizations able to engage people with disability at work.

A critical analysis of contemporary strategic management theory and practice suggests that modernist, linear thinking has facilitated the development of an abstracted reality which is misleading to managers and fundamentally flawed. It is argued that formulaic strategic tools such as those propounded by Porter fail to capture the reality of the complex environments that confront firms and falsely suggest that an answer can be derived from a predetermined toolbox.

As an alternative to this dominant paradigm, the complexity of markets is presented not as something to be feared and ignored, but rather as a truth to be embraced. As a basis of taking this step, current knowledge on how complex environments work, perspectives on how they can be better understood and how people and organizations can engage within them, is presented. Ultimately it is recognised that both theoretical and practical foundations need significant, further development.

We examine the manner in which South African-owned multinationals devolve power to their international subsidiaries in Africa, and the resulting effects of the interaction between strategy and structure. The research suggests that a dynamic process of power distribution may develop, in terms of the following: (1) the performance of the subsidiary, its expertise and experience to adapt to local market demands; and (2) the multinational’s need to manage the risks propagated by the African operating environment in which it operates. There is a dual facet to power devolvement, one in which South African multinationals opt for risk mitigation through long-standing control, often at the expense of operational adaptation. In contrast with the literature, which sees multinational corporations as differentiated networks, in the South African case we find a more traditional approach with clear headquarters and ‘miniature replica’ subsidiaries. This suggests that South African multinational corporations are still emerging and that it will take time to develop differentiated networks.