Business Commons^™

The Role Of Emotional Labor In Performance Appraisal: Are Supervisors Getting Into The Act?, Samantha A. Ritchie, Allison L. O'Malley

Alison L. O'Malley

Researchers have issued a call for research on emotional labor to move beyond service roles to other organizational roles (Ashforth & Humphrey, 1993). The present paper proposes that emotional labor plays a pivotal role during performance feedback exchanges between supervisors and subordinates. We suggest that the emotional labor supervisors engage in while providing performance feedback is a vital mechanism by which leaders impact followers' perceptions of the feedback environment (Steelman, Levy, & Snell, 2004) and, subsequently, important outcomes (e.g., employee satisfaction with the feedback, motivation to use feedback, feedback seeking frequency, and LMX quality).

Legal And Ethical Issues Associated With Employee Use Of Social Networks, Gundars Kaupins, Susan Park

Susan Park

Social networking sites such as Facebook and Twitter can help employees enhance a company’s marketing, recruiting, security, and safety. However, employee’s use of social networking sites and employers’ access of those sites can result in illegal and unethical behavior, such as discrimination and privacy invasions. Companies must gauge whether and how to rely upon employees’ use of personal social networking sites and how much freedom employees should have in using networks inside and outside of the companies. This research summarizes the latest legal and ethical issues regarding employee use of social networks and provides recommended corporate policies.

Aviation Internship Toolkit For The Next Generation Of Aviation Professionals, Lori J. Brown, James C. Fox

Lori Brown

On behalf of the Next Generation of Aviation Professionals (NGAP) Outreach partners, we would like to congratulate you on your first step toward building or improving a comprehensive, competitive internship program for your organization. Through internships and externships, a company can provide exciting work in aerospace and a rewarding learning experience for young professionals, who are the industry's future. Interns also will gain insight into the demands and tasks of the many roles, as well as the important internal and external interactions that make up the team. The power of internships as a first step to expose youth to careers …

An Investigation Into Consumers' Repeated Attempts At Behavior Change, Courtney Droms

Courtney M. Droms

Recent research has shown that individuals make repeated attempts at behavior change prior to actually being successful. As consumer researchers, however, we do not have a clear understanding of how people interpret behavior change failures and persist post-failure. This research extends the theory of trying by assessing the impact of feedback from behavior change outcomes to future attitudes towards trying. In order to understand how individuals interpret and persist post-failure at behavior change, the conceptual model identifies three mediating factors in the feedback loop (i.e., attributions of behavior change failures, self-esteem, and hope) that are affected by a behavioral change …

Take It Back: Dynamic Consumer Goals In Retail Customer Service Transactions, Courtney Droms

Courtney Hatch

Product returns and exchanges are an important part of a consumer’s postpurchase decision-making process and have economic and psychological consequences. Based primarily on a participant observation research, a conceptual model is developed that portrays two distinct process paths that occur during return transactions. The analysis incorporates previous research regarding goal-directed behavior and role and script theories in understanding the complexity of a return transaction. Consumers are identified as having both economic and social goals, and the change catalysts promoting shifts in goal focus as well as the interplay between these goals are represented in the model.

Gazing Into The Crystal Ball: Using Scenarios For Future Visioning Of A Distance Learning Library Service, Anne Marie Casey, Jon E. Cawthorne, Kathleen Citro

Anne Marie Casey

This article describes the use of scenarios as a tool to assist a large distance learning library service in its strategic planning. Through a description of the scenario process from beginning to end, the authors detail the steps that the library director and the consultant took initially; their missteps; and the successful conclusion. This study of the journey through the scenario process to a new strategic plan should prove useful to library administrators interested in exploring new ways to plan for uncertain futures.

Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna Rhoades, Blaise Waguespack

Dr. Tamilla Curtis

The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers’ levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to …

Regional Jet Aircraft Competitiveness: Challenges And Opportunities, Tamilla Curtis, Dawna Rhoades, Blaise Waguespack

Dr. Tamilla Curtis

The regional jet aircraft is a unique market niche. Particularly suitable for providing capacity in the 30 to 90 seat range, these jets are often used to connect smaller airports to network carrier hubs, as well as to fill in during slow periods. The market is currently dominated by two manufacturers: Brazil's Embraer and Canada's Bombardier. Due to the nature of the global aircraft industry, Embraer and Bombardier are largely dependent on the international sale of their aircraft for steady revenue streams. Orders and deliveries of aircraft with fewer than 100 seats have grown rapidly over the past ten years. …

How High Will Russian Aviation Fly?, Tamilla Curtis, Irina Swenson

Dr. Tamilla Curtis

The study provides the historical context of the Russian aviation industry reflecting the periods of its growth and decline. It reveals the competitive advantage strategies that have been implemented by the Russian government in an attempt to revivify an enfeebled nation's aeronautic industry. The paper discusses the newly formed Joint Stock Company (JSC) United Aircraft Corporation (UAC) and its strategies to break into global markets, including UAC innovative product offerings. Whether or not, the recent efforts of the Russian government serve as a fulcrum for the Russian aviation industry that will leverage Russia into the global market, remains to be …

The Challenge Of Intervention To Monetarily Support Or Not Support The National Airline Carriers: A Case Of The Airline Industry In Eastern Europe, Dawna L. Rhoades, Tamilla Curtis

Dr. Tamilla Curtis

The airline industry has been considered a special case in national and international business virtually since its beginning. Because of this status, national governments have repeatedly intervened to support national carriers in order to prevent bankruptcy and failure. The nations of Eastern Europe are no exception to this rule and are currently considering additional intervention to support their carriers. This paper explores the rationale for intervention, particularly the suggested economic impact, using traffic and financial information from the Flightglobal database. The conclusion is that the case for intervention is weak at best and that the results may not justify the …

Crm In Russia And U.S. -- Case Study From American Financial Service Industry, Tamilla Curtis, Tom Griffin, Donald Barrere

Dr. Tamilla Curtis

This paper discusses Customer Relationship Management in two sharply contrasting business cultures: the United States and Russia. Included in the present work is a case study of a midsized American financial services firm that illustrates a common path to the decision to have a CRM system: the planning, selection, and the implementation of the CRM program, including a discussion of the likelihood of success. The clients in this case are Financial Advisors, who in turn sell the investment products to the end user individual investors. CRM in Russia is yet in its infancy as the economy emerges from 200 years …

Corporate Brand Management In Higher Education: The Case Of Erau, Tamilla Curtis, Russell Abratt, William Minor

Dr. Tamilla Curtis

There is evidence in the literature that organizations struggle to formulate and implement their corporate branding strategies. This paper aims to provide an overview of the corporate brand building process in higher education. Design/methodology/approach – A qualitative methodology was used in this study. A single case study of a private American university was used to gather information about their corporate brand building process. University administrators and documents were used to gain insights into their brand building process. Findings – The corporate brand building process addressed three key areas; web administration, program marketing and corporate brand positioning. The corporate brand building …

Urban Blue Space And "The Project Of The Century": Doing Justice On The Seattle Waterfront And For Local Residents, Anne Wessells

Anne Taufen

No abstract provided.

An Empirical Investigation Of Voluntary Non-Ifrs Earnings Reporting During The Recent Financial Crisis : Australian Evidence, Elisabeth Sinnewe

Dr Elisabeth Sinnewe

This study examines how the financial crisis affected the reporting choice of and market reaction to earnings that are different from the profit firms report on their income statement under International Financial Reporting Standards (IFRS). These non-IFRS earnings reflect management’s subjective of view of earnings. By observing management’s reporting choices and investors’ reaction in Australia prior to, during, and after the financial crisis, this study shows a distinctive effect of the economic condition on reporting non-IFRS earnings. As such, this study contributes to the limited attention hypothesis suggesting that information-equivalent disclosure is perceived as value relevant by management and investors …

Huge Growth Potential In 2015 For Used Books Market - A Surney, Lissa Coffey

LissaCoffey

Selling Buying Used Books - A Market With Huge Potential in 2015 - Selling/buying books online is a great way to earn extra income and an upcoming market having huge growth potential in 2015. Size the US market for used books ... Conduct research on used book selling and buying activities. The starting point for their analysis is the double-edged impact of a used book market ... But there's another effect: the presence of a market for used books ... "The growth reflects how easy is has become to sell used books.The used book market for college textbooks has been …

Narcissism In Organizational Contexts, W. Keith Campbell, Brian Hoffman, Stacy Campbell, Gaia Marchisio

Gaia Marchisio

The literature on narcissism in organizational contexts is reviewed. We begin by describing the context of narcissism and several relevant theoretical approaches to understanding it. We next describe research on narcissism in a range of organizational topics, from leadership to meta-organizational issues. We conclude by highlighting several reoccurring themes involving the role of narcissism in organizational contexts, with an emphasis on articulating directions for future research.

Do Moocs Pose A Threat To Higher Education?, Todd A. Finkle, Evan Masters

Todd A Finkle

Practicing Anthropology In An Academic Community Hospital: Lessons From The Field, Lynn Deitrick, Terry Capuano, Debbie Salas-Lopez

Debbie Salas-Lopez MD, MPH

No abstract provided.

Physician Clinical Alignment And Integration: A Community Academic Hospital Approach, Debbie Salas-Lopez Md, Mph, Sandra Jarva-Weiss Jd, Brian A. Nestor Do, Mba, Thomas V. Whalen Md

Debbie Salas-Lopez MD, MPH, FACP

An overwhelming need for change in the U.S. healthcare delivery system, coupled with the need to improve clinical and financial outcomes, has prompted hospitals to direct renewed efforts toward achieving high quality and cost-effectiveness. Additionally, with the dawn of accountable care organizations and increasing focus on patient expectations, hospitals have begun to seek physician partners through clinical alignment. Contrary to the unsuccessful alignment strategies of the 1990s, today's efforts are more mutually beneficial, driven by the need to achieve better care coordination, increased access to infrastructure, improved quality, and lower costs. In this article, we describe a large, academic, tertiary …

Alignment Of Lean Management Process To Quality And Safety In A Academic Community Hospital: Psychiatry For The Twenty First Century., Ronald Swinfard, Michael Kaufmann, Ralph Primelo, Laurence Karper, Muhamad Rifai, Edward Norris, Debbie Salas-Lopez, David Burmeister, Gail Stern, David Dylewski, D Ezrow, Rosanne Teders, Courtney Vose

Debbie Salas-Lopez MD, MPH

No abstract provided.

An Ecological Approach To Organizational Transformation: The Growth Of Cross-Cultural Health Care Delivery In An Academic Community Health Network, James Geiger, Judith Sabino, Eric Gertner, Jarret Patton, Llewellyn Cornelius, Debbie Salas-Lopez

Debbie Salas-Lopez MD, MPH

No abstract provided.

An Ecological Approach To Organizational Cultural Competence, Judith Sabino, Jarret Patton, Erica Mahady, Lynn Deitrick, James Geiger, Marykay Grim, Debbie Salas-Lopez

Debbie Salas-Lopez MD, MPH

No abstract provided.

The Neighborhood Cancer Center, Gregory R. Harper Md, Phd, Debbie Salas-Lopez Md, Mph, Keith J. Weinhold Mha, Elliot J. Sussman Md, Mba

Debbie Salas-Lopez MD, MPH

No abstract provided.

Do Hotels Collaborate Around It? The Case Of Two Perth Hotels, Michelle Rowe, Alfred Ogle

Alfred Ogle

No abstract provided.

Hotel Guest E-Questionnaires: Implications For Feedback And Relationships, Alfred Ogle, Nadine Henley, Michelle Rowe, Sybe Jongeling, Stephen Fanning

Alfred Ogle

This paper examines the reliability and efficacy of hotel guest e-mail questionnaire compared to the paper questionnaire in the Asian Pacific context. Conducted inPerth,SingaporeandPenang, cities with mature hospitality and tourism industries and a representation of chain and independent deluxe hotels, this exploratory qualitative study examines hotelier views of e-mail guest communication derived from content analysis of guest questionnaires format and content and in-depth interviews with senior hoteliers. The findings indicated that e-questionnaires manifested as e-mails, as a direct replacement of the paper questionnaire, appear to be premature given divergent hotelier views and shortcomings in e-mail response administration. If properly executed, …

Collaborative Commerce - Its Application To The Hotel Industry, Michelle Rowe, Alfred Ogle

Alfred Ogle

No abstract provided.

Joint Sector Review Assessment, Ghana, Advancing Mutual Accountability Through Comprehensive, Inclusive, And Technically Robust Review And Dialogue, Samuel Asuming-Brempong, Stephen Frimpong

Stephen Frimpong

In any sector, policy dialogue is a critical component to efficient and harmonious policymaking and implementation. A joint sector review (JSR) is an annual review of the sector to identify where challenges are preventing coherent dialogue. In Ghana, the first agriculture JSR was instituted in 2008 with the goal of reaching a common point- of- view among key sector stakeholders on important achievements in the preceding year. Stakeholders include the Ministry of Food and Agriculture (MoFA); development partners (DPs); other ministries, departments, and agencies (MDAs), the private sector, and civil society. In addition, the JSR seeks to review key remaining …

The Sourcing Hub And Upstream Supplier Networks, Anupam Agrawal, Luk N. Van Wassenhove, Arnoud De Meyer

Arnoud DE MEYER

In this paper, we explore how firms can better manage their sourcing by developing relationships not only with their suppliers but also with their suppliers' suppliers. We detail an empirical case study explaining how the firm developed relationships with its suppliers and raw material suppliers via a collaborative center, the sourcing hub. We then analytically model the scenarios encountered in our empirical work and examine two facets of upstream sourcing under uncertain demand scenarios: (a) firms can supply raw material directly to their suppliers, and this may be beneficial for the firm and its suppliers; and (b) firms can bring …

The Challenge Of Preserving Rural Industries And Traditions In Ultra-Peripheral Europe: Evidence From The Canary Islands, Abel Duarte Alonso, Lynnaire Sheridan, Pascal Scherrer

Abel D Alonso

Demographic, economic, environmental, and political changes shape many rural areas and their communities across Europe. As a result, some fundamental aspects of these communities, including traditions, culture, social fabric, and their very raison d'etre, are being tested and threatened by what seem to be irreversible events. Ultraperipheral European regions, including the Canary Islands, are not an exception; in fact, because of their physical isolation from the mainland and other barriers, these regions may be more susceptible to changes. While these dimensions are very important and need to be addressed, to date very few studies have attempted to do so with …

German, French And British Manufacturing Strategies Compared: A Growth Towards Each Other, Arnoud De Meyer

Arnoud DE MEYER

Manufacturing has gained over the last years in attention as a tool to create competitive advantage. For four years now a survey has been carried out by a research team at Insead to build a database on the manufacturing strategies as they are defined and implemented by large European companies. In this paper some of the 1987 data are presented, and a comparison of manufacturing strategies of large companies in the three most important European countries is made. Though the most important conclusion is that there are only slight differences between the three countries, one can see some difference in …