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The purpose of this study is to explore which insights the hero’s journey framework provides to the micro-level perspective of the process a project manager goes through in a project.

The study design involves a longitudinal qualitative case study in which we follow a project manager over the course of two projects. In Canada, the project manager undertook the world’s first hotel rooftop honeybee garden project. Later, he implemented a rooftop honeybee garden at the Waldorf Astoria New York. The stages and archetypes within the hero’s journey framework are used as an analytical grid for analysis.

Our research reveals how the hero’s journey framework can be utilized as a lens to understand the process of a project from the viewpoint of the project manager. The research shows that projects can have comprehensive stages and transform the project managers themselves.

The research investigates small-scale projects that are peripheral to the core business of the case organizations. A limitation is that the findings may not be applicable for bigger, more complex and core business projects. Another limitation is that the research relies on secondary data only. Two managerial implications: For a project manager to start out on a hero’s journey, triggers that make the project manager respond to “a calling” need to be present. The project manager must be able to deal with different archetypes, whether helpful or harmful, along the process.

The research extends existing knowledge on a project manager’s decisions, obstacles, opportunities, thoughts, emotions and actions through the project process by showing how the hero’s journey framework can be used as a supplement to the well-known metaphor of a project as a temporary organization. Further on, the research demonstrates how an analytical framework can enhance the understanding of the process of a project manager from a micro-level perspective. In addition, the research deals with corporate social responsibility (CSR) related projects that are of high relevance in the contemporary society.

This study aims to contribute novel insights into understanding and mitigating the harmful consequences of abusive supervision (AS) by examining the association between AS experiences, revenge, forgiveness, and the moderating role of emotional intelligence (EI). The key argument is that employees' EI can influence the AS experience through affective processes, countering supervisors' abusive behaviors.

A between-person scenario-based experiment was conducted with 366 participants divided into AS and control groups. The study explored the association between AS experience and revenge/forgiveness, mediated by core affect (valence and activation). EI abilities were measured as a moderator. Data analysis examined the relationships and interactions among AS, revenge/forgiveness, EI, and affective experiences.

The study reveals significant findings indicating that AS experiences were positively associated with revenge and negatively associated with forgiveness. The mediation analysis confirmed the role of core affect in these relationships. EI emerged as a moderator, shaping the association between AS experiences and revenge/forgiveness. Importantly, participants with higher EI exhibited lower revenge intentions, demonstrating the potential of EI to mitigate the adverse effects of AS. Unexpectedly, individuals with high EI also expressed fewer forgiveness intentions.

This study provides a comprehensive understanding of how employees can effectively counterbalance the impact of AS through higher levels of strategic EI. Examining core affect as a mediator offers novel insights into coping mechanisms in response to AS experiences and their consequences.

The study acknowledges several limitations, as the scenarios may only partially capture the complexities of real-life AS situations. The focus on a specific context and the sample characteristics limit the generalizability of the findings. Future research should explore diverse organizational contexts and employ longitudinal designs.

The findings have practical implications for organizations as enhancing employees' EI skills through training programs interventions and integrating EI into organizational culture and leadership conduct.

The issues raised in this chapter are primarily those of obfuscation regarding social and economic inequality in the UK. The chapter is about the way discourse in various forms serves to disguise and justify the huge inequalities in this society; legitimising and ‘naturalising’ them, or in Arendt's words ‘lying’ about them so that they are seen as ‘natural and self-evident’ (Alvesson & Deetz, 2006, p. 261). Issues looked at are the institutional arrangements by which government ministers give or withhold resources to and from certain categories of its citizens. This includes the UK Treasury in relation to which economic groups the Chancellor of the Exchequer decides how much to tax or not to tax. In particular what are examined are the discourses justifying these measures and establishing certain ‘truths’ about how things are economically and socially; which categories are entitled to or deserving of certain kinds of resources and which are not – argued here as constituting obfuscations of the ‘actual’ situation. Obfuscation has been defined as the action of making something obscure, unclear, or unintelligible. This, arguably, is not far removed, from the action of being deliberately untruthful or lying. The question then arises as to how close these discourses come to lying and how serious the inequalities are.

The impact of frontline robots (FLRs) on customer orientation perceptions remains unclear. This is remarkable because customers may associate FLRs with standardization and cost-cutting, such that they may not fit firms that aim to be customer oriented.

In four experiments, data are collected from customers interacting with frontline employees (FLEs) and FLRs in different settings.

FLEs are perceived as more customer-oriented than FLRs due to higher competence and warmth evaluations. A relational interaction style attenuates the difference in perceived competence between FLRs and FLEs. These agents are also perceived as more similar in competence and warmth when FLRs participate in the customer journey's information and negotiation stages. Switching from FLE to FLR in the journey harms FLR evaluations.

The authors recommend firms to place FLRs only in the negotiation stage or in both the information and negotiation stages of the customer journey. Still then customers should not transition from employees to robots (vice versa does no harm). Firms should ensure that FLRs utilize a relational style when interacting with customers for optimal effects.

The authors bridge the FLR and sales/marketing literature by drawing on social cognition theory. The authors also identify the product categories for which customers are willing to negotiate with an FLR. Broadly speaking, this study’s findings underline that customers perceive robots as having agency (i.e. the mental capacity for acting with intentionality) and, just as humans, can be customer-oriented.

This study examined the factors influencing willingness-to-repurchase for each class of airline service, and integrate the constructs of service quality, satisfaction and willingness-to-repurchase which were rooted on Engel-Kollat-Blackwell (EKB) model. The study focuses on the domestic and international arrival of passengers at Murtala Muhammed International Airport in Lagos and Nnamdi Azikwe International Airport in Abuja. Information was gathered from domestic and foreign passengers who had post-purchase experience and had used the airline's services more than once. The survey data were obtained concurrently from arrival passengers at two major international airports using an electronic questionnaire through random and purposive sampling techniques. The data was analysed using the ordinal logit model and structural equation model. From the 606 respondents, 524 responses were received but 489 responses were valid for data analysis and reporting and were obtained mostly from economy and business class passengers. The study found that the quality of seat pitch, allowance of 30 kg luggage permission, availability of online check-in 24 hours before the departing flight, quality of space for legroom between seats, and the quality of seats that can be converted into a fully flatbed are the major service factors influencing willingness-to-repurchase economy and business class tickets. Also, it was found that passengers' willingness to repurchase is influenced majorly by service quality, but not necessarily influenced by satisfaction. These results reflect the passengers' consciousness of COVID-19 because the study was conducted during the heat of COVID-19 pandemic. Recommendations were suggested for airline management based on each class.

This chapter discusses the findings of doctoral research into further education lecturers' and middle managers' perceptions of how Continuing Professional Development (CPD) in the sector is planned and implemented. Thematic analysis revealed that mandatory CPD is perceived to: involve conflicting purposes between those planning it and its recipients (deriving from divergent understandings of professionalism and the role of CPD among stakeholders); and be characterised as mostly generic, didactic, and ineffective, leading lecturers to compensate by engaging in additional, separate forms of CPD. This chapter demonstrates the value of practice-based doctoral study in enabling the voices of educators to be positioned at the centre of an exploration of their own professional learning.

This chapter explores the concept of identity-conscious advising and coaching to support the development of First-Generation Black Male College Students during their undergraduate experience. Advising and coaching represent foundational practices colleges and universities use to support student success. Much like other aspects of education, institutions implement advising and coaching practices without consideration for how the identity of the student or the professional delivering the service influences student outcomes. First-Generation Black Male College Students' interactions within the college context are often framed by their visible, racial, and gender identities as opposed to their first-generation experience. First-Generation Black Male College Students experience microaggressions, discrimination, deficit perspectives, or negative stereotypes. By exploring an identity-conscious approach to relevant advising theories and coaching approaches, the chapter highlights the importance of building trusting, affirming relationships that lean into the lived experiences of First-Generation Black Male College Students without subjecting them to false, harmful stereotypes. This approach requires self-awareness on the part of educators and an understanding of the racialized dynamics that are inherent in the experience. Without addressing anti-Blackness, the impact of advising and coaching on First-Generation Black Male College Students is likely to have diminished or limited effects for this vital student population.

The paper is a proof of concept (PoC) intervention study aimed for developing performance management (PM) practices in manufacturing small and medium-sized enterprises (SMEs) with the longer-term aim enabling the SMEs to improve their productivity. The intervention was designed and deployed by a collaborative quartet of academics, management consultants, accountancy firm and a commercial bank manager.

The paper firstly musters a set of initialising PM practices aligned to productivity improvement. These are utilised to design a knowledge transfer intervention for deployment with a set of manufacturing SMEs incorporating some associated productivity tools. The evaluation of the intervention utilised a case study approach founded on a logic model of the intervention to assess the development of the PM practices.

The intervention contributed to a partial development of the mustered practices and the productivity diagnostic based on the multi-factor productivity (MFP) abstraction and a data extraction protocol had the strongest impact. The study revealed the importance of the three interlaced factors: Depth of engagement, feedback opportunities and the intervention gradient (the increase of independent action from the participating SME's and the diminishment of the external intervention effort).

The case study is based on a limited number of individual SME's, and within just the manufacturing sector.

SME businesses will require a more sustained programme of interventions than this pilot to develop PM capability, and depth of engagement within the SME is critical. Professional stakeholders can be utilised in recruitment of firms for intervention programmes. Business can start developing PM capability prior to PMS implementation using the tools from this programme.

The productivity diagnostic tool, based on a synthesis of MFP and the performance pyramid, an array of potential initialising practices for PM capability and discovery of potential mechanisms for PM practice development.

The main purpose of this chapter is to study and analyze the impact of metaverse (mixed reality) on health tourism in the major tourist destinations in India and the global market. This chapter is made as a case study with detailed mentions of factors for tourism promotion for metaverse, sustainability, and crisis management. This chapter has tried to explain the role of the metaverse in tourism marketing and the cognitive level of influence the metaverse possesses among tourists which makes them prefer repeated visits. Also, the chapter tried to assess the existing conditions in the tourism industry which positively or negatively impact the health sector due to the role of metaverse. This chapter ends with giving inspirational notes to future researchers to examine the conceptual understanding of metaverse as a major tool for destination tourism emphasizing health, wellness, and happiness.