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This study aims to investigate Vietnamese hotel workers’ use of national stereotypes in cross-cultural service encounters. The study extends the existing knowledge on service failures and recovery attempts by illustrating how national stereotypes could inform these decisions through the lens of the script theory.

In this qualitative study, 34 service providers were interviewed about their experience in dealing with guests from different countries in Vietnamese hotels.

Service providers categorised guests based on their countries of origin to predict their behaviour prior to guest arrivals. When the guest’s behaviour matches the expectations, the service encounters went smoothly by following existing scripts. If there is a discrepancy between the guest behaviours and expectations, it could lead to service failure and the need for new scripts. Appropriate interventions in this process could turn anecdotes into accumulated understanding of guest behaviour for better service and guest experience as a new application of national stereotypes.

This study advances cross-cultural service encounter research by integrating national stereotypes and script theory. It sheds new light on how national stereotypes could inform service delivery and recovery attempts in service organisations.

本研究旨在调查越南酒店员工在跨文化服务遭遇中使用民族刻板印象的情况。研究通过脚本理论的视角阐释了国家的刻板印象如何为这些决定提供信息, 扩展了现有的服务失败和恢复尝试的知识。

在这项定性研究中, 采访了34家服务提供商, 了解他们在越南酒店与来自不同国家的客人打交道的经历。

服务提供商根据客人的原籍国对他们进行分类, 以预测他们在客人抵达前的行为。当客人的行为符合预期时, 通过遵循现有脚本, 服务接触会顺利进行。如果客人的行为和期望之间存在差异, 可能会导致服务失败, 并需要新的脚本。作为国家刻板印象的新应用, 在这一过程中进行适当的干预可以将轶事转化为对客人行为的累积理解, 以提供更好的服务和客人体验。

本研究通过整合民族刻板印象和脚本理论, 推进跨文化服务遭遇研究。它揭示了在服务组织中, 国家的刻板印象如何影响服务提供和恢复尝试。

Este estudio tiene como objetivo investigar el uso de los estereotipos nacionales por parte de los trabajadores hoteleros vietnamitas en el encuentro intercultural de servicios. El estudio amplía el conocimiento existente sobre los fallos en el servicio y los intentos de recuperación al ilustrar cómo los estereotipos nacionales podrían influir en estas decisiones a través de la teoría del guion.

En este estudio cualitativo, se entrevistó a 34 proveedores de servicios sobre su experiencia en el trato con huéspedes de diferentes países en hoteles vietnamitas.

Los proveedores de servicios clasificaron a los huéspedes en función de sus países de origen para predecir su comportamiento antes de su llegada. Cuando el comportamiento de los huéspedes coincide con las expectativas, los encuentros con el servicio se desarrollaron sin problemas siguiendo los guiones existentes. Si hay una discrepancia entre los comportamientos y las expectativas de los huéspedes, podría provocar un fallo en el servicio y la necesidad de nuevos guiones. Las intervenciones consideradas apropiadas en este proceso podrían convertir las anécdotas en una comprensión acumulada del comportamiento de los huéspedes, lo cual mejoraría el servicio y la experiencia de los huéspedes como una nueva aplicación de los estereotipos nacionales.

Este estudio avanza en la investigación de encuentros de servicio interculturales mediante la integración de estereotipos nacionales y la teoría del guion. Además, arroja nueva luz sobre cómo los estereotipos nacionales podrían influenciar la prestación de servicios y los intentos de recuperación en las organizaciones de servicios.

As Millennials consist of most of the world’s population, there is a growing body of research understanding their consumption patterns in sport. We examined the relationship among Millennials’ various perceived values, their desire for conspicuous consumption, and their intention to purchase athleisure products.

We used a web-based survey through Amazon Mechanical Turk (n = 348) to test our research hypotheses and model.

Our findings revealed that perceived price, quality, and emotional value were positively associated with both the desire for conspicuous consumption and purchase intention towards athleisure products among Millennials. Perceived emotional and social value of athleisure-related products was positively associated with their purchasing intention via the desire for conspicuous consumption.

This is the first study examining the association among perceived value, conspicuous consumption tendencies, and purchase intention among Millennials. Our study suggests that Millennials have unique desires and preferences in what they wear in both sporting and casual settings, which in turn, contributes to their self-presentation strategies. These findings have implications for both sport scholars and professionals.

The purpose of this paper is to better understand the role of virtual teams in organizational transformation. This conceptual paper explores the significant influence of the digital era on organizational structures, specifically focusing on the transformative shift toward virtual teams (VTs) with a strong message for small and medium-sized enterprises (SMEs).

The article is based on the review of existing concepts identified in the previously published studies and their critical reflection. The literature search was conducted in the Web of Science database in May 2024 by using the keywords VTs, Digitalization and SMEs.

In the rapidly changing business environment, organizational transformation is no longer a choice but a prerequisite for the survival and growth of businesses. It is argued in the study that organizations, especially SMEs, need to embrace VT despite the challenge of a comprehensive theoretical framework for understanding VT and the need for the development of a novel theory, which has been a reoccurring phenomenon and subject of debate in the literature. Furthermore, the paper underlines the necessity of providing essential preparation and training for VTs, focusing on both technological skills and collaborative work methods. In the context of SMEs, the paper argues that collaboration with external partners and the adoption of virtuality can enhance competitiveness. In the end, the emergence of virtual learning communities is proposed as a solution, providing a platform for SME owners/managers to share experiences and acquire new skills.

Overall, this study provides several recommendations for future research on VTs.

Obtaining accurate and reliable information from witnesses and victims of crime is essential for guiding criminal investigations and for the successful prosecution of offenders and beyond. Here, the purpose of this study is to investigate the impact of prosocial rapport behaviours and retrieval environment on mock eyewitness memory with an emphasis on the qualitative nature of information recalled in terms of persons, actions, objects and surroundings.

One hundred participants from the general population took part in mock witness research using a 2 (Environment: face-to-face; virtual) × 2 (Rapport: present; absent) design. Participants individually viewed an event depicting a fight in a bar and were then interviewed 48 h later according to condition.

Rapport and environment variously emerged as impactful, resulting in significant improvements in correct recall of persons, actions and object information when rapport was present and in virtual environments (VEs) when communicating via avatars. In many instances, the benefits of rapport and environment were additive, but not always. Surroundings information remained consistent across all conditions. Erroneous recall was extremely susceptible to inflation in face-to-face interviews when rapport was absent, in some instances increasing by over 100%. However, virtual interview spaces appeared to dilute the negative effects on retrieval when rapport was absent.

This study concurs with others who have argued that comfortable witnesses are “better” witnesses; however, understanding what “comfort” looks and feels like remains a challenge.

The results, alongside the findings of others, have implications for applied and social cognition and reveal avenues for future research centred on widening access to justice and professional interview training.

This study reveals that prosocial rapport behaviours and VEs significantly enhance the accuracy of eyewitness recall. The findings suggest that virtual interviews can mitigate errors in the absence of rapport, offering valuable insights for criminal investigators and legal professionals. This research is crucial for improving witness interviewing techniques, thereby aiding in the accurate prosecution of offenders and broadening access to justice. The paper is valuable for criminal investigators, legal professionals, forensic psychologists and researchers focused on improving the reliability of eyewitness testimonies and interview methodologies.

The purpose of this study is to propose an analytical framework for generating main path analysis (MPA) and demonstrate the process involved in identifying, analyzing the MPA on a citation network and empirically testing in the research field chromosome anomalies (CA).

The proposed methodological structure involves five phases of the process. Search path method is used to measure the weights of each citation link from a source vertex to a sink vertex. The key route local main path and global main path are generated to identify the knowledge diffusion trajectories and validated by cross-referencing with existing literature, co-citation analysis and centrality measures of social network analysis.

The empirical validation of this framework within CA research demonstrates its potential for tracing knowledge diffusion and technological development trajectories over three decades. This approach elucidates two major intellectual knowledge flows. The first key-route main path identified the primary diagnostic protocols. The second key-route main path revealed that cancer or carcinogenesis is identified as one of the mainstream of CA.

The limitations of the data and coverage period restrict the scope of this study. MPA was applied exclusively to the most influential sub network and disregarded other sub networks. MPA identified the seminal papers that provided a historical development in diagnostic protocol and their interconnectedness of disorders and diseases. This helps the researchers to develop targeted therapies and interventions, especially in cancer treatment.

Exploiting MPA on CA research provides valuable insights to stakeholders in developing evidence-based public health policies. This is crucial for preventing the birth of children with birth defects or genetic diseases, promoting public health and reducing the socioeconomic burden on a country through enhanced surveillance and prevention efforts.

The study suggests that in addition to traditional scientometrics measures, MPA can be used to trace the evolution of knowledge and technological advancements. It also highlights the role of social network analysis measures in extracting main paths.