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The purpose of this paper is twofold: first is to map and analyse prominent contributions, current dynamics, patterns, gaps and research prospects in the field of workplace incivility (WI); second is to provide a coherent theoretical research framework for future research.

This study adopts a two-step analysis approach by combining bibliometric analysis and systematic literature review to explore the research topic of WI, besides, using multiple methodologies including bibliometric, network and content analyses.

This study found that L. M. Cortina and M. S. Hershcovis are the top two most influential authors among all authors in the sample publications. Journal of Occupational Health Psychology is one of the top-ranking journal that often publishes this topic of articles. USA and The Bowling Green State University are the most influential country and institutions, respectively. Besides, burnout and retention are also common keywords were identified based on keywords co-occurrence map, showing that WI has a major impact on burnout and employee retention. Based on the above analysis, this paper constructed a theoretical research framework of WI.

This paper only draw data from one database—Scopus—which cannot provide broad coverage of the research topic. WI research trends and trajectories may be assessed to enable academics and practitioners better understand the current and future trends and research directions. Future studies in this field might use the findings as a starting point to highlight the nature of the topic.

This study is the first to use an systematic literature review (SLR) to evaluate the association between WI and other organizational behaviour. The study contributions are fourfold, extending the work and overcoming the methodologies of prior research that only focussed on characteristics of incivility in nursing. In addition, this paper presents an in-depth analysis of this topic and provides a comprehensive theoretical research framework for future study.

Over the last two decades, there has been a significant increase in incivility within the higher education sector, potentially due to mounting pressure and demands on academics, both collectively and individually. The effects on various aspects of academia, such as knowledge and learning, however, remain largely unexplored. The purpose of this research is to fill the gap by performing a theoretical trend analysis and subsequently empirically investigating the impact of workplace incivility on research scholars’ learning engagement and knowledge sharing intentions, including the mediating role of self-esteem.

This study uses a three-stage methodological process: first, a thorough theoretical (bibliographic) analysis of scientific publications, using Biblioshiny, to identify the trends of workplace incivility; second, an empirical, qualitative exploration of the emergent themes and subthemes based on 102 in-depth interviews with research scholars, using NVivo 12 Plus; and third, quantitative testing, using 154 responses and structural equation modeling.

The authors verify a visible negative association between incivility and learning engagement, incivility and knowledge sharing intentions as well as self-esteem’s mediating effect on this relationship. Also, the thematic analysis revealed three distinct themes: the type of incivility; reasons for such incidences; and the impact of such incidences on research scholars.

The research bears implications both to theory and practice. Regarding the former, the gravity and graveness of incivility versus knowledge and learning, within the academic workplace environment, are not simply highlighted, but analyzed and refined, with explicit findings of both scholarly and practicable worth; that also provide solid foundations and avenues for future research.

Further to its primary findings, the research contributes to extant knowledge by elucidating and explicating the topic, both theoretically and empirically, as well as by presenting implications for theory and practice. Regarding practical implications, this research sheds light on how to develop an appropriate organizational culture that facilitates learning engagement and increases knowledge sharing intentions, by nurturing the identified explicit and underlying motivators of civility.

The purpose of this paper is to discuss the evolution of the cross-disciplinary area of ethics and international marketing and to highlight the current and future scope of research in this area.

The authors conducted a systematic literature review (SLR) of research papers from reputed journals which publish articles in this cross-disciplinary subject area. This paper especially investigates the perception, issues, concepts and theories used in ethics and international marketing. Scopus and Web of Science databases were primarily used to select the articles.

The paper highlights the importance of cross-disciplinary research in the areas of ethics and international marketing. The study also shows different kinds of research work published in this area between 1994 and 2020. Also, the study shows that the maximum research has been conducted in the USA and the UK. Finally, the paper also highlights the major theories that different authors have used in this interdisciplinary area.

The paper does not discuss other complex areas of cross-disciplinary international marketing other than ethics and international marketing. The paper omits the literature from books, stand-alone nonindexed journals, etc. Also, the paper has only used the Web of Science and Scopus databases.

The study argues the importance of ethics in international marketing. The study also provides inputs to the international marketers so that they can successfully address the complex challenges in the cross-disciplinary area of ethics and international marketing. The study also helps marketers to rethink their approaches on international marketing ethics.

This may be one of the few studies in the cross-disciplinary area of ethics and international marketing. This paper can open avenues and influence other researchers to study the cross-disciplinary areas of marketing.

This study aims to identify and elucidate on the different forms and antecedents of customer misbehaviour in the service industry of the emerging country particularly India.

This study adopts a bibliometric analysis approach using bibliophagy software and thematic analysis to reveal four themes: “forms of customer misbehaviour”; “antecedents of such misbehaviour”; “changes in the personal and work behaviour of employees and management”; and “measures to reduce customer misbehaviour”. These are combined and interrelated to extant theories and empirical data to ultimately produce a comprehensive model on the subject.

This study finds the antecedents and analyses different forms of customer misbehaviour from Asian customer perspectives. A thematic output is provided which policymakers and other researchers can use to develop various policies and which other related research could use as inputs in the area or consumer behaviour and emerging countries.

This study contributes to the field of behavioural studies, especially in the Asian context. Policymakers and future researchers can use these findings to understand different customer-related issues from Asian customer perspective. However, the focus on the Indian consumer market as an emerging country in Asia limits the applicability and generalizability of the study for all emerging countries.

The originality and value of this study is related to its pioneering use of bibliometric and thematic analysis from the Asian service context. The value of such research work is associated with both scholarly and executive implications. Regarding the latter, this study examines the myopic nature of uncivil behaviour and helps service firms to understand and manage its different forms, conclusively also providing practicable executive directions on the problem.

This paper aims to provide a systematic meta-analysis from the year 2000 up to 2021 by reviewing relevant studies in extant literature related to the impact of social media on mental health.

This study adopts bibliometric methods and longitudinal statistical analysis to analyze extant literature. The structured literature review and meta-analysis findings on social media usage (SMU) and its impact on mental health indicate emerging research patterns in potentially leading to an integrative view.

This paper highlights the importance of challenges regarding SMU and its impact on users’ mental health. This study shows interesting meta-analysis on the issues such as Facebook and teenagers’ mental health; Instagram and teenagers’ mental health; Twitter and teenagers’ mental health; and so on from the past 20 years.

This paper is a literature review on a critical social issue like SMU and its impact on users’ mental health. The meta-analysis is conducted only on the indexed paper and does not take the books, blogs and other kinds of literature in this domain. The analysis is carried out only for the research articles published from 2000 to 2021.

Social media refers to any platform involving interactive digital technologies that encourage and facilitate users’ participation. SMU and its impact on users’ mental health can be attributed as contributing factors to the next global crisis. Studies suggest that increased SMU can potentially make users socially anxious. This study provides input to the policymakers, scholars and practitioners to understand the gravity of the situation and develop appropriate policy to overcome the challenges.

The rapidly evolving nature of technology and social media calls for a careful examination of its risks despite the many benefits of e-participation and digital interaction. Although there is widespread acknowledgment of the problematic revelation that the pattern of SMU closely mirrors mainstream addictive behavior; yet, there are only a limited number of comparative studies available. This may be one of the few studies which highlight the issue of SMU and its impact on users’ mental health. Moreover, this study also adds to the body of literature.

This paper specifically aims to examine how (via which activities, methods and capabilities) organizations’ management deploy Artificial Intelligence (AI) systems to address underperformance. Five mitigation strategies/recommendations are introduced to manage the challenges and facilitate greater efficacies in changing organizations.

This paper conceptually synthesizes 47 articles, thematically reports and critically analyzes the AI–HRM–managerial decision-making relationship in changing organizations and discusses the impacts.

The results highlight three significant challenges and opportunities for changing organizations: (1) job performance challenges, (2) organizational performance challenges and HR and (3) collaborative intelligence opportunities.

The paper’s originality lies in addressing the current lack of a theoretical framework guiding HRM and AI experts on the managerial and strategic capabilities needed to address underperformance and their impacts in facilitating collective efficacies in human–AI collaboration in changing organizations. By further capturing an innovative HR Framework’s (1) human, (2) AI, (3) employees’ well-being, (4) jobs and (5) organizational performance, and its five key managerial recommendations/strategies, this paper develops two concepts: “technological servitization” and “re-ontological in-securitization” to advance theory in Managerial Psychology regarding the unintended/paradoxical consequences of managements’ AI-driven organizational performance interventions, including meaninglessness in organizations.

This article examines customer satisfaction in using banking services through Artificial Intelligence (AI) in India. It addresses two questions: first, will customers perceive AI technology as a reliable and efficient alternative to traditional banking practices; second, will AI save customers’ time.

The quantitative research method based on regression analysis models was adopted for hypothesis testing, with data collected from a survey of 189 banking customers from four banks, i.e., State Bank of India, Axis Bank, Punjab National Bank, and HDFC Bank in India.

AI improves banking customers’ experiences by making banking more accessible and enjoyable. Satisfied customers are quick to use cutting-edge AI tools. However, human service is more satisfying than digital service. AI has great potential but works alongside humans rather than replacing them. Even though AI’s novel architecture is helpful, human bank tellers are still needed in enhancing customer satisfaction.

AI’s integration in Indian banking, propelled by customer satisfaction, foresees a transformative landscape. This study uncovers AI’s role in saving time and improving customer satisfaction. While AI revolutionizes financial processes, its harmonious coexistence with human expertise emphasizes personalized and efficient services. This study provides insights for optimal AI utilization in shaping the future of banking.

Operations management.

Management post graduate and corporate executives.

ProdVal Flow Controls Pvt Ltd was company in the SME sector in India. The company focused on quality products and timely delivery. The major challenge for ProdVal was increasing their production capacity. They had no control over their existing suppliers resulting in delay in raw materials delivery. Retention of vendors had an effect on inventory carrying cost. The company had limited production facilities and the workers were outsourced. The company operated with unskilled workers. The case presents the various issues faced by the company based on which strategies to practice and plan the company's future plans could be designed. This is a disguised case and all excerpts from interviews have been anonymized.

This case study will give an insight to students to understand how inventory management; impacts production. It even gives an idea about how ProdVal has used the strategy of outsourcing of technology and labour and maintained a good growth rate.

Production-related outsourcing.

Production management in small scale industry.

Organization structure of a manufacturing unit.

Concept of outsourcing HR and technology in an SME.

Teaching notes are available, please consult your librarian to access.

The aim of this research is to investigate how jay customer influence service employees’ customer orientation behaviour before and after COVID-19 from a policy perspective. This study will also assess whether jay customer or abusive supervision had a greater or lesser impact on service workers’ emotional stage and customer orientation during COVID-19.

The research adopted longitudinal approach to collect the data from Indian service employees engaged in various service organisations (such as airlines, hotels and restaurants). The gathered data over a 13-month period, with (T1) November 2019 and (T2) December 2020. A total of 412 employees responded to the T1 survey. Thirteen months later, of the 412 T1 respondents, 381 returned the second survey. The data collected through questionnaire via both personally visiting the hotel restaurants and airport and through online mode. The research used structural equation modelling and ANOVA for the analysis of results.

The results revealed that the indirect adverse effect of jay customer and abusive supervision on customer orientation via burnout has increased since the start of the pandemic. Furthermore, due to burnout, jay customers had a greater indirect influence on CO during the pandemic than abusive supervision. The result also shows that male employees experience the uncivil behaviour by the customer and the supervisor more frequently than that of female and transgender employees. These findings can be used to efficiently manage the stress of frontline service workers and to suggest policies during times of crisis, such as COVID-19.

This study contributes to the field of behavioural studies, mainly in the context of Indian hospitality industry. Policymakers and future researchers can use these findings to understand different customer-related issues from perceptive of Indian customer.

The originality and value of this study is related to its pioneering study of jay customer and abusive supervision before and after COVID-19 from policy perspective of Indian service sector. The value of such research work is associated with both scholarly and executive implications. Regarding the latter, this study examines the myopic nature of uncivil behaviour and helps service firms to understand and manage its different forms, conclusively also providing practicable executive directions on the problem.

Start-ups, entrepreneurship, innovation and innovative practices, risks, uncertainties, differentiation, internationalization, competition, business models, operationalizing and implementing strategy.

The case is suitable for MBA students.

Vinay moved to the capital city of a Northern Indian state, which also happened to be a commercial hub, after his family business failed. The family succumbed to living in a room without electricity and doors. Vinay had dreamt of establishing his own business empire by being a successful entrepreneur. Steered by this intent, he established a pharmaceutical company with the name of Ayuvayur Pharmaceuticals. The challenge was to establish an innovative Ayurveda-based pharmaceutical products-based firm and to build a leading business empire with a customer focus. Progress was not smooth and the challenges ahead multiplied. Despite his ability to cope with barriers, risks and uncertainties, Vinay and his business, was challenged to grow globally and emerge from its nascent structure. How should the business expand?

Students can discover the following key learning points: how an enterprise is born; the importance of entrepreneurial recognition and orientation; the lead characteristics of an entrepreneur; how a start-up is born despite the unfamiliarity of the entrepreneur with the field he enters; the role of innovation in a small enterprise; and the risks, barriers, uncertainties and challenges associated with entrepreneurial activity.

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