Search results

This paper explores quality science and quality management as a potential pathway to resolve the challenges of corporate sustainability reporting (CSR) by establishing the need for a common understanding of sustainability and sustainable development.

Secondary research on key documents released by regulatory institutions working at the intersection of sustainability, corporate reporting, measurement and academic papers on quality science and management.

Existing measurement frameworks of CSR are limited. They are neither aligned nor appropriate for accurately measuring a company's ecological footprint for mitigating climate change. Quality for sustainability (Q4S) could be a conceptual framework to bring about an appropriate level of measurability to better align sustainability reporting to stakeholder needs.

There is a lack of primary data. The research is based on secondary literature review. The implications of Q4S as a framework could inform research studies connected to sustainable tourism, energy transition and sustainable buildings.

The paper connects to CSR stakeholders, sustainability managers, company leaderships and boards.

The implications of sustainability on people, purpose and prosperity are a part of World Economic Forum's stakeholder capitalism.

This paper fills a research gap on diagnosing and understanding the key reporting challenges emerging from the lack sustainability definitions.

A key issue to manage sustainability is to be able to operationalise it. Relevant indicators require an appropriate definition of sustainability and sustainable development for the studied organisation. A common problem is inadequate understanding of what sustainability is from an organisational perspective. The purpose of this paper is to propose how to understand, define and measure diagnosing of sustainability from an outside-in perspective.

The building, health care, education and tourism value chains are studied. Based on interpreted stakeholder sustainability needs the stages of understanding, defining and measuring of diagnosing are reviewed, and interpretations proposed. This is with focus on identifying the vital few sustainability impacts in the studied value chains.

The resulting definitions and proposed performance indicators for the chosen areas indicate that the approach works resulting in proposed definitions and indicators for sustainability and sustainable development based on stakeholders need focus. Having clear definitions and performance indicators will support working effectively with sustainable development.

The resulting definitions and proposed performance indicators for the chosen areas indicate that the approach works. Further, proposed definitions and indicators for sustainability and sustainable development based on stakeholder needs focus is useful. Having clear definitions and performance indicators will help an organisation engage with sustainability and be sustainable within an organisational context.

The proposed approach enables using quality management for sustainable development.

Social sustainability is viewed from a poverty and affordability perspective.

Results indicate that there is a value in using an outside-in approach with focus on stakeholder needs in connection with a process-based approach. The approach is in contrast with the customary way of defining sustainability which mostly is based on an inside-out approach identifying several indicators and then adding these to a measure of sustainability.

The aim of the study is to analyze the perceptions of belief-in-importance (BI), self-efficacy (SE) and preferred source of learning (SL) of information literacy (IL) competencies among psychology students in Spain and Portugal.

Unified protocol was based on the questionnaire IL-HUMASS (26 items). Quantitative diagnostic-comparative study was carried out, including factor and variance analysis. Hypothesis compliance was checked.

By country, there are no significant differences in students' perceptions, although the scores in BI are higher than in SE. By category, there are some significant differences, and the least valued is that of processing. By individual competency, seven of them show differences between countries. Learning preferences are for a mix of classroom and autonomous learning. Students barely realize the value of libraries. Within factor structures, which share the same components in each dimension, some emerging factors do appear.

Motivation (BI and SE) with respect to IL competencies is a key asset for future psychologists. Interest should focus on some emerging motivational factors. Students' appreciation of the library should enhance through the corresponding initiatives for improvement. This method could be complemented by qualitative studies.

This is probably the first diagnostic-comparative study on perceptions of IL competencies among future psychology professionals.

While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited. Drawing on affect transfer theory, the authors test for the mediating role of attitude towards the employee, which is proposed to mediate the effect of employees’ displayed emotion on customers’ satisfaction with recovery. As service recovery entails a critical service experience in which emotions can easily rise, this paper aims to highlight the pivotal role of employee-displayed emotions during service recovery.

A scenario-based experiment in the context of an airline service failure recovery (3 × 2 between-subjects design) manipulates frontline employees’ emotions (anger vs happiness vs no specific emotion) and the quality of the solution (bad vs good).

Employees’ displayed emotions directly affect attitude towards the employee and indirectly affect service recovery satisfaction. Moreover, attitude towards the employee is affected more by the employee’s displayed emotion when the solution offered is bad compared to good.

Employees’ emotions displayed during service recovery can enhance or damage service recovery strategies. Employees should control for negative emotions in the case of service failure, especially when unable to provide a good solution.

Emotions displayed by employees can influence the customer’s service recovery evaluations. There is an interesting interaction between the quality of the solution and employees’ displayed emotions. Additionally, the mantra of “service with a smile” may not be valid in the case of service recovery: rather, employees should avoid displaying negative emotions.

A pesar de que la literatura ha demostrado la importancia que tienen las emociones en los consumidores, se sabe poco acerca de cómo influyen las emociones de los empleados. Basándonos en la teoría de la transferencia de afecto, testamos el papel mediador de la actitud hacia el empleado. Ésta se propone como mediadora del efecto que tiene la emoción mostrada por el empleado en la satisfacción del cliente. Este trabajo resalta el papel fundamental de las emociones mostradas por el empleado durante la recuperación del servicio.

Experimento (3x2 entre sujetos) basado en el fallo de una aerolínea. Se manipulan las emociones del empleado (enfado vs alegría vs ninguna emoción específica) y la calidad de la solución (mala vs buena).

Las emociones mostradas por los empleados afectan directamente a la actitud hacia el empleado e indirectamente a la satisfacción con la recuperación del servicio. La actitud se ve más afectada por la emoción mostrada por el empleado cuando la solución ofrecida es mala.

Las emociones mostradas por los empleados pueden contribuir o dañar las estrategias de recuperación del servicio. Los empleados deben controlar las emociones negativas, especialmente cuando no pueden ofrecer una buena solución.

Las emociones mostradas por los empleados influyen en la recuperación del servicio. Existe interacción entre la calidad de la solución y la emoción del empleado. Además, la consigna de “atender al cliente con una sonrisa” puede no ser válida en este contexto, siendo más relevante que los empleados no muestren emociones negativas.

虽然研究证明了顾客的情绪如何影响他们的消费体验, 但对员工所表现出的情绪如何影响顾客服务体验的理解却比较有限。借鉴情感转移理论, 我们测试了对员工态度的中介作用, 提出了员工表现出的情绪对客户对服务补救满意度影响的中介作用。由于服务补救涉及情绪容易上升的关键服务体验, 本文强调了员工表现出的情绪在服务补救过程中的关键作用。

在航空公司服务故障补救的背景下, 一个基于场景的实验（3x2主体间设计）操纵了一线员工的情绪（愤怒vs快乐vs无特定情绪）和解决方案的质量（差vs好）。

员工表现出来的情绪直接影响顾客对员工的态度, 间接影响对服务补救的满意度。此外, 当所提供的解决方案质量是差的, 而不是好的, 顾客对员工的态度受员工所表现的情绪的影响更大。

员工在服务补救过程中表现出来的情绪可以增强或破坏服务补救策略。在服务失败的情况下, 员工应该控制消极的情绪, 特别是在无法提供一个好的解决方案时。

员工表现出来的情绪会影响顾客的服务补救的评价。解决方案的质量和员工表现的情绪之间存在着有趣的互动。此外, “微笑服务 “的口号在服务补救的情况下可能是无效的：相反, 员工应该避免表现出负面情绪。

This study examines Covid-19-related policies as a showcase for priorities in migration governance, the role of the state and employers’ associations, as well as gaps in social security and social protection.

This paper looks at how immigration interacts with the labour market in the Czech Republic through the prism of the varieties of capitalism framework and its relation to the concepts of labour market segmentation and flexibility.

The findings show that pandemic-related measures focused on continuously adjusting a legislative framework granting access to third-country workers. However, protective measures that would guarantee migrant workers and their families access to social rights, such as healthcare, were lacking. In this context, several lines of segmentation are observed: between migrant workers in standard employment and those in non-standard employment, when looking at their access to healthcare; between migrants hired directly by employers and those working through temporary agencies in terms of their wages, stability and protection; and, at a sectoral level, between the skilled workforce and migrants that are pushed to low-qualified poorly paid, and routinised jobs.

This paper expands the existing literature on the preferences and influence of governments, employers and trade unions regarding the demand for foreign labour in varieties of capitalism by adding the perspective of a Central European economic model. At the same time, its findings contribute to the understanding that labour market inequalities are not fostered on the supply side of migrant labour, through exogenous societal or cultural characteristics specific to countries of origin, but rather through institutionalised measures, practices and policies in countries of destination.

Many service industries are facing severe labor shortages. As a result, service providers are turning to new sources of labor, such as service robots. Critics however often point out that service robots lack emotional communication capabilities without which they cannot be expected to truly replace human employees and fill the emerging labor market gaps. Here, a research agenda for the investigation of the role of emotional communication by service robots and its effects on customers and their service experience are laid out. This paper aims to propose that research in this area will further understanding of how service robots can add value to service frontlines, engage customers, increasingly replace service employees and ultimately help overcome pressing labor shortages.

A research agenda structured around the three-step emotional communication process (i.e. read, decide and express) and the four emotional communication strategies crucial for service interactions (i.e. mimicking, alleviating, infusing and preventing) are conceptualized.

Three contributions are made. First, the importance of emotional communication by service robots during service interactions is highlighted. Second, interdisciplinary research priorities and opportunities in this emerging field are mapped out. Third, a theoretical structure to connect the findings of future studies is provided.

Service research investigating the role and implications of emotional communication by service robots is scarce. A research agenda to guide the exploration of this crucial, yet underresearched component of customer-robot service interactions is structured and mapped out.