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This study seeks to assess how a humane leadership style affects customer service orientation among casual employees of financial service institutions in Ghana. Using job satisfaction as a moderator, this study predicts that a humane leadership style influences casual employees’ customer service orientation.

Survey data were obtained from 328 frontline casual employees of financial service firms. The structural equation modelling technique of partial least squares was used to test the hypothesised relationships.

The study found that a humane leadership style positively and significantly drives customer service behaviour. Job satisfaction also had a positive effect on customer service orientation among casual employees.

The study appears to be the first of its kind to explore the moderating role of job satisfaction in the connection between humane leadership and customer service orientation from the perspective of casual employees. The study highlights insightful practical implications for corporate managers, HR practitioners and marketing academics.

This paper considers the implications of not knowing – hypocognition – the lack of a cognitive or linguistic representation of a concept, algorithms, held by librarians responsible for programs of information literacy in universities in NSW, Australia.

A practice-based study of university librarians and their role in the development of algorithmic literacy, using semi-structured interviews and thematic analysis, showed that they had limited socio-technical knowledge of algorithms.

Not knowing led most participants to anthropomorphise algorithms, including those found in search engines such as Google, sometimes explaining them as something mysterious, although they were aware that the algorithms were gathering data about them and their online interactions. Nonetheless, they delegated responsibility for online activities. These online interactions were not presented in system terms, but often could be interpreted as examples of Goffman’s civil inattention, a social norm used in interactions with strangers, such as fellow passengers. Such an understanding prevented the development of robust algorithmic literacy.

With technologies disrupting social norms, algorithms cannot be considered strangers who understand such civility; instead, metaphorically and practically, they rudely rummage through wallets and phones. Acknowledging the implications of the reliance on socio-cultural understandings of algorithms and their anthropomorphic representations for explaining online system-based interactions can present new ways for developing algorithmic literacy.

This study suggests that the links between hypocognition and the anthropomorphising of algorithms can undermine the development of knowledge and skills in information and digital literacies.

This paper explores whether relational leadership enhances nurses’ employability. An empirical study was conducted to investigate associations between relational leadership, perceived supervisory support, perceived opportunities for competence development and employability.

A serial mediation model was constructed to investigate our hypothesized relationships. We applied a two-wave panel design and collected self-reported survey data from 109 nurses who worked in a Dutch homecare organization. Relationships were tested using PLS-SEM.

Our findings suggest no direct association between relational leadership and employability. However, we found support for a serial mediation model, in which perceived supervisory support and perceived opportunities for competence development fully mediated the relationship between relational leadership and employability.

This scholarly work contributes to the employability literature; a supervisor who fosters high-quality relationships with nurses communicates a willingness to support their development and provides them competence development opportunities, which, in turn, fosters nurses’ employability.

HR managers and supervisors in homecare organizations should create leadership development policies and practices that encourage relational leadership, particularly empowering leadership.

To the best of our knowledge, up until now, this study is the first to use supervisors’ relational leadership to predict employees’ employability.

Leadership is crucial for promoting employees’ environmental behaviour, essential for implementing sustainability initiatives. Academics and practitioners emphasize the need for integrated top-to-bottom actions to address environmental issues effectively. Thus, the purpose of this study is to investigate how Environment-Specific Servant Leadership (ESSL), via Employee Green Value (EGV), promotes Green Organizational Citizenship Behaviour (GOCB).

The present study adopted a quantitative cross-sectional approach. Additionally, a total of 333 data points were collected from employees working in various hospitals in Ranchi, India. The data and hypothesized relationships were analysed using PLS-SEM with SmartPLS 4.0 software.

The present results indicate that ESSL has a notable direct effect on employees’ GOCB. Moreover, EGV was identified as a partial mediator in the relationship between ESSL and GOCB.

The findings imply that leaders who prioritize sustainability and exhibit environmentally responsible behaviour, along with employees who value and prioritize green initiatives, can create a workplace that value pro-environmental practices. In this workplace employees are also likely to demonstrate green organizational citizenship behaviour, therefore promoting sustainable practices and outcomes.

This study provides valuable insight into the individual psychological mechanisms that drive voluntary participation in environmental protection and conservation efforts. Furthermore, the study also highlighted the relationship between ESSL, EGV and GOCB in terms of their work environment as well as highlighting the potential for organizations to create a more sustainable and socially responsible workplace.

According to the Project Management Institute, 70% of projects fail globally. The causes of project failure in many instances can be identified as non-technical or behavioral in nature arising from interactions between participants. These intangible risks can emerge in any project setting but especially in project settings having diversity of cultures, customs, beliefs and traditions of various companies or countries. This paper provides an objective framework to address these intangible risks.

This paper presents a structured approach to identify, assess and manage intangible risks to enhance a project team’s ability to meet its objectives. The authors propose a user-friendly framework, Intangible Risk Assessment Methodology for Projects (IRAMP), to address these risks and the factors that cause them. Meta-network (e.g., a network of networks) simulation and established social network analysis (SNA) measures provide a quantitative assessment and ranking of causal events and their influence on the intangible behavior centric risks.

The proposed IRAMP and meta-network approach were utilized to examine the project delivery process of an international energy firm. Data were gathered using structured interviews, surveys and project team workshops. The use of the IRAMP to highlight intangible risk areas underpinned by the SNA measures led to changes in the company’s organizational structure to enhance project delivery effectiveness.

This work extends the existing project risk management literature by providing a novel objective approach to identify and quantify behavior centric intangible risks and the conditions that cause them to emerge.

This study aims to systematically explore the anticipated realisation of public values through blockchain technology (BCT) within the European public sector. Its purpose is to offer a comprehensive analysis of BCT implementations, focusing on the various expected public values and understanding how these expectations shape the adoption of BCT in public administration across Europe.

This research involves a qualitative analysis of 165 BCT use cases across European governments at the national, regional and local levels. The study employs a public values lens, categorising the expected public values into three clusters: internal, external and relational.

The results indicate that most cases focus on external transformation, aiming to improve public service provision and enhance citizen satisfaction and engagement by increasing public trust, efficiency, accountability and transparency. For the internal dimension, the results emphasise security, efficiency and cooperativeness as expected public values in adopting BCT. Finally, fewer cases highlight expectations related to relational public values, such as citizen involvement and democratic participation.

This research offers new insights into BCT in the public sector through a public values lens within the European context. It examines the expected public values arising from BCT adoption, providing insights for policymakers and practitioners considering BCT integration in daily operations. This study emphasises the need for further empirical research to explore BCT’s potential in realising these expected public values and to evaluate the trade-offs and disruptive impacts on public administrations.