Carolyn Wilson-Nash, Amy Goode and Alice Currie
The purpose of this paper is to contribute to the special issue theme by exploring customer response to automated relationship management tactics on social media channels.
Abstract
Purpose
The purpose of this paper is to contribute to the special issue theme by exploring customer response to automated relationship management tactics on social media channels.
Design/methodology/approach
A total of 17 in-depth interviews of young adults, ranging from the age of 19 to 26, were conducted. From this, customer journey maps were compiled incorporating socialbots as a valuable touch point along the service delivery cycle.
Findings
The research frames the socialbot as a valued customer service agent to young adults with some favouring this over telephone and email communication methods. Younger consumers respond positively to the quick resolution offered by the socialbot mechanism with most acknowledging that the bot is only able to manage simplified requests. Human-to-human customer relationship management is preferential when the query reaches critical mass.
Research limitations/implications
Socialbots on Facebook Messenger provided the research context for this study; therefore, other platforms and owned website bots should be considered in future studies.
Practical implications
This research identifies the younger generation as a key target market for the development of customer service-related bots.
Originality/value
To the best of the authors’ knowledge, this is the first study to examine the socialbot as an automated touch point in the customer journey and contributes knowledge to the growing body of literature focussed on artificial intelligence in customer service. Moreover, it provides valuable qualitative insights into how socialbots influence the customer experience and related outcome measures.
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Presents a short biography of Lauchlin Currie (8 October 1902‐23 December 1993), who constructed the first money supply and income velocity series for the USA.
Abstract
Presents a short biography of Lauchlin Currie (8 October 1902‐23 December 1993), who constructed the first money supply and income velocity series for the USA.
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This paper investigates the prospects and difficulties of multi-professional teamwork in human services from a professional identity perspective. The purpose of this paper is to…
Abstract
Purpose
This paper investigates the prospects and difficulties of multi-professional teamwork in human services from a professional identity perspective. The purpose of this paper is to explore the mutual interplay between professional identity formation and team activities.
Design/methodology/approach
This is a process study of two cases of multi-professional teamwork in family care. Data were collected through in-depth interviews with team members and managers. The analysis follows a stepwise approach alternating between the individual and team levels.
Findings
In showing the mutual interplay between teamwork processes and individual identity formation, the study contributes knowledge on professional identity formation of mature professionals; in particular showing how unique individual identification processes have different consequences for multi-professional team activities. Further, alternative shapes of interplay between individual identity formation and team-level processes are identified.
Research limitations/implications
Despite the fact that the sample is small and that collaboration intensity was relatively low, the paper succeeds in conceptualising the links between professional identity formation and multi-professional teamwork.
Practical implications
In managing multi-professional teams, team composition and the team’s early developments seem determining for whether the team will reach its collaborative intentions.
Originality/value
This paper is original in its exploration of the ongoing interplay between individual identity formation and multi-professional team endeavours. Further, the paper contributes knowledge on mature professionals’ identity formation, particularly concerning individual variation within and between professional groups.
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Maxime Desmarais-Tremblay and Marianne Johnson
Alvin Hansen and John Williams’ Fiscal Policy Seminar at Harvard University is widely regarded as a key mechanism for the spread of Keynesianism in the United States. An original…
Abstract
Alvin Hansen and John Williams’ Fiscal Policy Seminar at Harvard University is widely regarded as a key mechanism for the spread of Keynesianism in the United States. An original and regular participant, Richard A. Musgrave was invited to prepare remarks for the fiftieth anniversary of the seminar in 1988. These were never published, though a copy was filed with Musgrave’s papers at Princeton University. Their reproduction here is important for several reasons. First, it is one of the last reminiscences of the original participants. Second, the remarks make an important contribution to our understanding of the Harvard School of macro-fiscal policy. Third, the remarks provide interesting insights into Musgrave’s views on national economic policymaking as well as the intersection between theory and practice. The reminiscence demonstrates the importance of the seminar in shifting Musgrave’s research focus and moving him to a more pragmatic approach to public finance.
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Yun Dong, Alice H.Y. Hon and Jian Tian
This study aims to use psychological contract theory to explore the substantial impact of illegitimate tasks on the well-being of hospitality employees. It also examines the…
Abstract
Purpose
This study aims to use psychological contract theory to explore the substantial impact of illegitimate tasks on the well-being of hospitality employees. It also examines the mediating role of psychological contract breach and the moderating role of employee emotional intelligence within the proposed moderated mediation model.
Design/methodology/approach
Data were collected from 338 hospitality employees in Guangdong, China, and the hypotheses were examined through hierarchical regression analysis.
Findings
The results revealed that illegitimate tasks could negatively impact employee well-being through psychological contract breach. Furthermore, employee emotional intelligence was confirmed as a critical moderator that buffers the negative impact of illegitimate tasks on psychological contract breach.
Originality/value
This research offers novel insights into the dynamics affecting hospitality employee well-being by framing illegitimate tasks within psychological contract theory. It identifies the critical conditions under which employees’ well-being is impacted, thus broadening the understanding of employee–organization interactions.
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Tanya Fitzgerald and Sally Knipe
Written official and formal accounts such as Inspectors’ Reports provide a summary of the teachers’ work, conduct, interactions with pupils, as well as a glimpse of the skills…
Abstract
Written official and formal accounts such as Inspectors’ Reports provide a summary of the teachers’ work, conduct, interactions with pupils, as well as a glimpse of the skills, knowledge and dispositions brought to their work. What can be concluded from these reports is that teachers had little occupational control of their work. What was taught and how they taught were prescribed by the curriculum and mediated against the standards pupils attained. In addition, teachers’ and pupils’ successes and failures were made public in Inspectors’ Reports, although it was the teacher who was more readily identifiable if not explicitly named. This is not to suggest that teachers did not act as agents of change. Increasingly, teachers sought to professionalize their work through qualifications, training and exposure to new ideas and practices. Against this backdrop of the professionalization of the workforce were the increasing bureaucratization of schools and teaching and the institutionalization of teacher preparation and training.
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The economics literature on gender has expanded considerably in recent years, fueled in part by new sources of data, including from experimental studies of gender differences in…
Abstract
The economics literature on gender has expanded considerably in recent years, fueled in part by new sources of data, including from experimental studies of gender differences in preferences and other traits. At the same time, economists have been developing more realistic models of psychological and social influences on individual choices and the evolution of culture and social norms. Despite these innovations, much of the economics of gender has been left behind, and still employs a reductive framing in which gender gaps in economic outcomes are either due to discrimination or to “choice.” I suggest here that the persistence of this approach is due to several distinctive economic habits of mind – strong priors driven by market bias and gender essentialism, a perspective that views the default economic agent as male, and an oft-noted tendency to avoid complex problems in favor of those that can be modeled simply. I also suggest some paths forward.
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SAYS the handout from the Department of Industry: “The key role played by managers in improving British industry's economic performance was emphasised by Mr. Eric Varley…
Abstract
SAYS the handout from the Department of Industry: “The key role played by managers in improving British industry's economic performance was emphasised by Mr. Eric Varley, Secretary of State for Industry. He said that the publication of a discussion paper on industry, education and management underlined that industry in Britain today had many first class managers who made vital contributions to the economy.