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The purposes of this study are to prove that the content of floor flexibility can be designed objectively with the use of margins, which are an architectural vocabulary visualizing the possibility of formal change, and to conduct a case study on how the existing typical floor plans of South Korean apartments change with the extension of flexibility: the usability of margins and the results.

This study reviews two housing projects with different methods of flexible housing design: one is the flexibility to change the sizes of spaces and the other is the flexibility to change the topology of spaces. In this paper, the architectural term “area margin” is used for the former and “linear margin” for the latter. These were applied to the case of current apartments in South Korea to transform them into floor plans with the two types of flexibility and investigated whether the proposed floor plans satisfy the required efficacy structurally and functionally.

This case study shows that margins can be used as architectural vocabularies representing flexible sizes of rooms and flexible boundaries with neighbors. The final form of the structural framework became homogeneous, even though it conserved its indigenous spatial characteristics of abundant natural sunlight and airflow. In addition, the transformed structural framework has higher rigidity than the original one, even though the transversal wall was cut off with a margin, as shown by the schematic representations in this paper.

The alternative plan, designed as a modification process, is not representative as a flexible floor plan. Rather, it is thought more important to make a range of variations rather than prototyping a model. This study starts from the premise that it is desirable for apartment house plans to share and encourage variations rather than aiming at typical sizes and shapes. Furthermore, this study exemplified the process to modify the existing typical floor plan into a flexible one using margins. Through this modification, it is thought that the typology of the South Korean apartment, which has succeeded in gaining social consensus for half a century, can be preserved while accommodating social changes in the future.

The control of future variations of floor plans will extend the socioeconomic and physical life of a building, enabling a reasonable reinvestment of resources.

This paper deals with a design method applying distinct visual symbols to different contexts of flexibility and using those as architectural vocabularies.

In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the four primary conceptualizations of customer mistreatment. Second, we present a multilevel model of customer mistreatment, which distinguishes between the unfolding processes at the individual employee level and the service encounter level. In particular, we consider the antecedents and outcomes unique to each level of analysis as well as mediators and moderators. Finally, we discuss important methodological concerns and recommendations for future research.

The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed ads and videos.

Two experiments were conducted in a fitness service setting, in which employee display of happiness was manipulated (low vs high).

Both experiments showed that expressions of high levels of happiness produced a more positive attitude toward the service employee than expressions of low levels of happiness. Moreover, the impact of the expression of happiness on the evaluation of the employee was mediated by several variables, which suggests that the influence of depicted employees’ emotional expressions can take several routes.

The results imply that service firms should not only be mindful about which specific employee they select for appearing in marketing communications materials, they should also pay attention to the emotional displays of selected employees.

The present study contributes to previous research by assessing a set of potential mediators to explain why displays of happiness influence consumers, and by examining these effects in a marketing communications setting in which the customer is exposed to still images or video-based representations of the employee. The present study also focuses explicitly on happiness rather than on smiles.

Emotional labour (EL) is a complex phenomenon that has received increasing attention in recent years due to its impact on employee’s well-being and job satisfaction. For a comprehensive understanding of the evolving field of EL, it is important to extract different research trends, new developments and research directions in this domain. The study aims to reveal 13 prominent research topics based on the topic modelling analysis.

Using latent Dirichlet allocation (LDA) method, topic modelling is done on 1,462 journal research papers published between 1999 and 2023, extracted from the Scopus database using the keyword “EL”.

The analysis identifies several emerging trends in EL research, including emotional regulation training and job redesign. Similarly, the topics like EL strategies, cultural differences and EL, EL in hospitality, organizational support and EL, EL and gender and psychological well-being of nursing workers are popular research topics in this domain.

The findings provide valuable insights into the current state of EL research and can provide a direction for future research as well as assist organizations to design practices aimed at improving working conditions for employees in various industries.

Topic modelling on emotional labor is done. The paper identifies specific topics or clusters related to emotional labor, quantifies these topics using topic modeling, adds empirical rigor, and allows for comparisons across different contexts.

The purpose of this paper is to examine the transformational leadership (TL) – employees’ organizational citizenship behavior (OCB) and employees’ emotional intelligence (EI) – employees’ OCB associations. In addition, this study explored the moderating role of employees’ EI on the TL – employees’ OCB relationship.

The study was conducted in 50 organizations in Iran, on a sample of 2,021 employees.

The findings of this research showed that TL and employees’ EI positively and significantly influence employees’ OCB. Additionally, the results revealed that employees’ EI moderates the TL – employees’ OCB association.

Iranian organizations should invest in TL and EI training and in the selection of mangers with TL style and employees with good level of EI in order to enrich the OCB of employees.

The present study is one of the first to examine the TL – employees’ OCB and employees’ EI – employees’ OCB relationships, and the moderating influence of employees’ EI on the TL – employees’ OCB association in a developing country, Iran.

This study investigates the role of personal resource (i.e. psychological empowerment) in reducing the negative impact of emotional exhaustion of frontline employees on their engagement. It also examines the moderating effects of ethical climate and transformational leadership in mitigating the negative influence of emotional exhaustion on engagement among frontline service employees (FLEs).

Data were collected from 671 frontline employees from financial services sector. Confirmatory factor analysis (CFA) and hierarchical regression analysis (HRA) were used to test the hypothesized relationships.

Results show that the impact of emotional exhaustion on employee engagement is greatly affected by psychological empowerment. Transformational leadership moderates the negative effects of emotional exhaustion on psychological empowerment, while ethical climate weakens the negative impact of emotional exhaustion on employee engagement.

Service firms need to provide enough autonomy to emotionally exhausted frontline employees so that they feel valued. The emotionally exhausted employees can be engaged if they are empowered to discharge their job most effectively and a climate is ensured which can keep them motivated toward accomplishing their targets. A fair and just treatment shall boost their morale to perform better and to strengthen their staying intentions.

The novelty of our study lies in examining and fostering engagement among emotionally exhausted FLEs. It shows that job resources at the individual level (i.e. psychological empowerment), team level (i.e. transformational leadership) and organizational level (i.e. ethical climate) can help in encouraging work engagement among emotionally exhausted FLEs.