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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.

The purpose of this paper is to inform readers who are interested in textbooks, sports and sports economics, but especially professors who teach sports economics, about the coverage of sports in principles of economics textbooks.

The data in the paper consist of the 130 sections on sports from twenty-one principles of economics textbooks. The paper illuminates the sections using numerous quotations and in-text references. The paper details the number of sections devoted to each sport, economic concepts they illuminate and how the text covers topics such as league rules, broadcast revenues and women in sports.

The paper finds that the 21 textbook authors devote an average of 934 words in an average of 6.2 sections of text to 11 sports. Sections of text vary from one sentence to lengthy discussions of topics such as increased salaries due to technological advances in broadcasting, antitrust cases, the gender pay gap and bargaining between leagues and players' unions. The authors refer to five published research papers on sports economics, two quantitative books, two quantitative articles in the popular press and one nonquantitative nonfiction book.

This paper provides data to researchers who study sports regarding topics that students are being taught in economics texts. It is a potential tool for connecting their areas of research to the university experience.

Sports economics professors, and other professors, may enhance student interest by a choice of text for their principles classes.

Sports coverage in principles texts illuminates topics such as the effect of technology on income distribution, the morality of paying college athletes, the interaction of the legal system and markets and the gender gap.

No other publicly referenced paper details the use of sports in principles textbooks.

This chapter presents a novel exploration of generative Artificial Intelligence (AI) applications within the context of digital transformation in higher education, specifically focusing on the social sciences. Despite the interest in AI technologies for educational enhancement, there remains a notable gap in the literature: a comprehensive comparison of generative AI tools and their effectiveness in social science education. Addressing this gap, our study serves a dual purpose. Initially, we delineate the potential roles and benefits of generative AI in the pedagogical processes of teaching and learning. Subsequently, we conduct an empirical analysis of five leading generative AI engines to assess their performance and applicability in educational settings. Through this investigation, we aim not only to equip educators with a deeper understanding of the advantages and limitations of current AI technologies but also to inform AI developers about the specific needs of social science educators. The goal is to foster the development of more refined and effective generative AI solutions that can significantly enhance educational outcomes in the digital era.

This study explores the critical role of strategic leadership in driving organizational innovation amid rapid technological advancements. It delves into how strategic leaders, including top management teams and CEOs, capitalize on technological changes to foster innovation and sustain competitiveness. By employing bibliometric analysis, the research identifies pivotal themes within strategic leadership literature, highlighting the importance of adaptable leadership styles, executive influence, and the emergent role of social capital. The study underscores the necessity for strategic leaders to dynamically adjust their strategies to navigate the evolving technological landscape effectively. Through an extensive review, it offers insights into how leadership practices can drive organizational success in an era of technological disruption. This research not only extends the theoretical framework of strategic leadership in the context of technological innovation but also offers practical implications for leaders aiming to cultivate a culture of innovation within their organizations.

Though originality is a requirement for copyright protection, the term is not defined, leaving room for differing interpretations. Over the years, there has been a shift in the yardstick for determining originality. The lack of definition gives room for ambiguity and creates hurdle for protection. The difficulty in assessment of originality is more felt in certain forms of work like music, which has its own theories and limitations. Absence of determining tests creates uncertainty for the authors to draw the line between inspiration and infringement. This paper aims to define originality as applicable to each subject matter.

The methodology used is a qualitative analytical approach and draws from theories and relevant case laws.

The requirement of “originality” as laid down in the Copyright Act has to be defined with precision. The requirement of originality for different categories of subject matter encompassed within copyright law will differ and so the term should be redefined with respect to each subject matter.

This paper is an original work and canvasses for a definition of the term originality in the Copyright Act with reference to the various subject matter entitled to protection.

This study examines the role of crowd wisdom in misinformation correction. Going beyond fact-checking, we investigate the mechanisms underlying laypeople’s participation in misinformation correction. Drawing upon the Norm Activation Model (NAM), this study conceptualizes misinformation correction as a prosocial behavior and examines the impact of various media and social psychological factors on laypeople’s motivations to engage misinformation correction behavior.

Through a national survey of 1,022 respondents, we explore the norm activation process triggered by the perceived prevalence of online misinformation, which directly and indirectly impacts online misinformation correction intentions via awareness, norms, and efficacy. This mechanism was tested using structural equation modeling.

This study found that perceived prevalence of misinformation, self-efficacy, and outcome efficacy play multilayered roles in shaping misinformation correction intentions. The effects were mediated by the activation of personal norms, which showed the strongest direct relationship with correction intentions. However, these factors also demonstrated direct associations with correction intentions, indicating multiple paths in misinformation correction.

Differing from mainstream fact-checking approaches, this study provides a more comprehensive examination of the mechanisms underlying laypeople’s willingness to engage in social media misinformation correction behaviors. In addition, this study also extends NAM by incorporating media environment (perceived prevalence of online misinformation) into the model, identifying more paths affecting misinformation correction behaviors.

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-09-2023-0437

This research paper aims to examine two hybrid models of logistics service quality (LSQ) and its influence on satisfaction, loyalty and future purchase intention in a business-to-consumer (B2C) e-commerce context. This study extends the literature for LSQ by incorporating the second-order assurance quality construct, which comprises personnel contact quality, order discrepancy handling and order returns, into one of the hybrid models.

A survey-based approach is used to collect data. Participant responses to questions concerning multiple LSQ dimensions and behavioral perceptions from their most recent online shopping experience are measured using structural equation modeling.

Findings highlight the importance of including a second-order construct assurance quality as a more explanatory model. Results illustrate that online ordering procedures and assurance quality impact customer satisfaction more than other prominent LSQ dimensions. Furthermore, the findings revealed a customer loyalty is a partial mediator between customer satisfaction and future purchase intention. This underscores the significance of improved logistics services as a competitive edge for e-commerce retailers.

Implications are limited to the e-commerce B2C domain.

The findings of this study underscore critical LSQ dimensions that garner greater satisfaction and retention in the online shopping experience. The results indicate that the effective and efficient handling of the initial order and any order problem significantly influences customer satisfaction and reaps the long-term benefits of customer retention.

The authors present and empirically test a hybrid model of LSQ in a B2C e-commerce domain that captures many of the important elements of the customer experience as espoused in the literature.

Decisions regarding the termination of organizational members are not only common but also represent difficult actions for managers. Despite their importance and frequency, managers often make or avoid them based on incomplete or faulty decision-making criteria. Previous research suggests that decision-makers are subject to internal influences that play significant roles in their decision-making.

Using a controlled between-groups experimental design, this study, guided by the heuristic-systematic model, tested to what extent decision-makers rely on heuristic cues versus the systematic processing of more relevant information when making termination decisions.

Findings suggest the order in which information is presented influences participants’ decision-making and influences the information-processing structure.

Findings suggest practical considerations for managers, management trainees and others who engage in termination decisions as to potential influencing factors.

This research adds to the understanding of the decision-making process in organizational contexts.

This paper aims to review norms and their relationship with consumer behavior in the tourism sector. The review aims to identify gaps in relation to various norms and their impact on the literature to provide future research recommendations.

A systematic literature review method was used to analyze norms in consumer behavior research within the context of tourism and hospitality. The review focused on the research context, conceptualizations, roles, measurements, theoretical backgrounds and the major findings.

The review reveals that the conceptualizations and dimensionality of norms in the existing studies are inconsistent, and most research in the tourism context only adopted the concept partially without capturing the totality of the concept. The theoretical gaps and measurement of norms were also identified for future research.

This study contributes to a better understanding of the role of norms in shaping tourist behavior and can guide practitioners in developing effective marketing strategies. The findings suggest the need for a more comprehensive understanding of the concept of norms in tourism in relation to theoretical underpinnings, measurement and application. The recommendations provided in this study can guide future research on norms and tourist behavior.

Norms have been extensively discussed in the literature. This paper is the first to systematically review norms and their influence on consumer behavior in the tourism sector.

本文审视规范及其与旅游业消费者行为的关系。此审查旨在确定关于各种规范及其对文献的影响的差距, 并提供未来研究建议。

采用系统文献综述方法, 分析了旅游和酒店消费者行为研究中的规范。审查侧重于研究背景、概念化、角色、测量方法、理论背景和主要发现。

审查发现现有研究中规范的概念化和维度存在不一致性, 而大多数旅游环境下的研究只部分采用了该概念, 未能完整捕捉概念的整体。还确定了未来研究中规范的理论差距和测量问题。

本研究有助于更好地理解规范在塑造游客行为中的作用, 并可以指导从业者制定有效的营销策略。研究结果表明, 需要更全面地理解规范概念在旅游中的理论基础、测量和应用。本研究提供的建议可以指导未来关于规范和游客行为的研究。

规范在文献中已经广泛讨论。本文是第一个系统地审查规范及其对旅游业消费者行为的影响。

Este artículo examina las normas y su relación con el comportamiento del consumidor en el sector turístico. El objetivo de la revisión es identificar brechas con relación a diversas normas y su impacto en la literatura, para proporcionar recomendaciones en futuras investigaciones.

Se empleó un método de revisión sistemática de la literatura para analizar las normas en la investigación del comportamiento del consumidor en el contexto del turismo y hostelería. La revisión se centró en el contexto de investigación, conceptualizaciones, roles, medidas, fundamentos teóricos y los principales hallazgos.

La revisión revela que las conceptualizaciones y la dimensionalidad de las normas en los estudios previos son inconsistentes, y la mayoría de las investigaciones en el contexto del turismo solo adoptaron parcialmente el concepto sin capturar la totalidad de este. También se identificaron lagunas teóricas y medición de las normas para futuras investigaciones.

Este estudio contribuye a una mejor comprensión del papel de las normas en la formación del comportamiento turístico y puede orientar a los profesionales en el desarrollo de estrategias de marketing efectivas. Los resultados sugieren la necesidad de una comprensión más holística del concepto de normas en el turismo en relación con los fundamentos teóricos, la medición y la aplicación. Las recomendaciones proporcionadas en este estudio pueden guiar futuras investigaciones sobre normas y comportamiento turístico.

Las normas han sido ampliamente discutidas en la literatura. Este artículo es el primero en revisar sistemáticamente las normas y su influencia en el comportamiento del consumidor en el sector turístico.

This paper aims to contribute to the understanding of the relationship between the different innovation capabilities and the international competitiveness of agro-processing firms in Uganda.

This study adopted a cross-sectional research design. Data were collected through a questionnaire survey of 125 firms exporting agro-processed products that are members of the Uganda Export Promotions Board (UEPB). Data was analyzed using the Statistical Package for Social Scientists (SPSS).

The study established that product innovation capabilities and organizational innovation capabilities are positively related to the international competitiveness of agro-processing firms in Uganda while process innovation capabilities and marketing innovation capabilities are not.

A structured questionnaire was used to solicit responses and no follow-up interviews were conducted to inform the reasons behind the respondents’ responses. Nevertheless, the study reveals that agro-processing firms in Uganda should concentrate on building product and organizational innovation capabilities if they are to compete effectively in international markets.

To the authors’ knowledge, this is the first study to investigate the relationship between the four forms of innovation capabilities (product, process, marketing and organizational) and international competitiveness particularly among agro-processing firms from an African country.