Abdus Sattar Chaudhry and Chua Jeanne
The concept of a call centre is defined and the technologies employed in call centre applications are examined. The principles and practices relevant in the context of telephone…
Abstract
The concept of a call centre is defined and the technologies employed in call centre applications are examined. The principles and practices relevant in the context of telephone services offered by libraries are highlighted. Features of call centres in selected libraries are described and compared with the Reference Point at the National Library of Singapore and recommendations on call centre practices with regard to the provision of LIS are presented.
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Jingjing Yao and Jeanne M. Brett
It is important to infer and diagnose whether a negotiator is trustworthy. In international negotiations, people may assume that high-trust nations are more likely to produce more…
Abstract
Purpose
It is important to infer and diagnose whether a negotiator is trustworthy. In international negotiations, people may assume that high-trust nations are more likely to produce more trustworthy negotiators. Does this assumption hold universally? This study aims to address this research question by investigating the relationship between national-level societal trust and individual-level trust in negotiations.
Design/methodology/approach
This study uses a cross-sectional research design and a sample of 910 senior managers from 58 nations or regions. The hypotheses are tested by hierarchical linear modeling.
Findings
This study draws on the dynamic constructivist theory of culture to propose moderated hypotheses. Results show that societal trust predicts individuals’ social perceptions of attitudinal trust in negotiations, only when cultural face norms are weak rather than strong; societal trust predicts individuals’ social perceptions of behavioral trust in negotiations (i.e. high information sharing and low competitive behavior), only when negotiators process information analytically rather than holistically.
Originality/value
This study is the first to examine the relationship between national-level societal trust (i.e. generalized trust) and individual-level trust in negotiations (i.e. particularistic trust). It uses a large-scale, multinational sample to show that relying on societal trust to infer trust in negotiations is valid only in Western societies.
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Jeanne Ho, Trivina Kang and Imran Shaari
The purpose of this paper is to examine leading from the middle, which is consistent with calls to distribute leadership, while expanding the direction of influence, from the…
Abstract
Purpose
The purpose of this paper is to examine leading from the middle, which is consistent with calls to distribute leadership, while expanding the direction of influence, from the normal top-down to include a bottom-up or lateral direction. The paper proposes that the position of the vice-principal enables the role incumbent to lead from the middle as a boundary spanner. The research question was what leadership from the middle looks like for vice-principals.
Design/methodology/approach
The study consisted of interviews of 28 vice-principals and 10 principals. A mixed case and theme-oriented strategy was adapted, with member checking with each vice-principal.
Findings
The findings indicate that in leading from the middle, vice-principals play boundary spanning roles of connecting, translating and brokering: (1) connecting between organisational levels, (2) translating between vision/direction and actualisation, (3) connecting between middle managers and (4) brokering and translating between the ministry and the school.
Originality/value
Leading from the middle is a nascent concept which is worth exploring, given the complexity of educational systems with multiple ecological levels, and the need for leadership to create coherence between the levels.
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Tanya Menon and Jeanne Ho-Ying Fu
Personal agency is often considered the hallmark of the independent self. By contrast, interdependent selves are viewed as fitting into groups, adjusting to situations, and…
Abstract
Personal agency is often considered the hallmark of the independent self. By contrast, interdependent selves are viewed as fitting into groups, adjusting to situations, and minimally asserting themselves. This characterization of the interdependent self as a “non-agent” assumes that personal and group agency are inimical to one another. We propose that group agency does not simply constrain personal agency, it also substitutes for personal agency, coexists with personal agency, and enhances personal agency. Further, we examine how independent selves experience constraint, a similarly underrepresented theme. These arguments introduce more nuanced conceptions of how independent and interdependent selves exercise agency.
This study uses Hall's (1976) theory of low/high context culture with theories of interpersonal adaptation (Gudykunst, 1985; Patterson, 1983) to test communication preferences…
Abstract
This study uses Hall's (1976) theory of low/high context culture with theories of interpersonal adaptation (Gudykunst, 1985; Patterson, 1983) to test communication preferences, flexibility, and effectiveness in same‐ and mixed‐culture negotiation. Ninety‐three same‐culture low context (Israel, Germany, Sweden, and U.S.), 101 same‐culture high context (Hong Kong, Japan, Russia, Thailand), and 48 mixed‐culture mixed context (U.S.‐Japan, U.S.‐Hong Kong) dyads negotiated a 1 ½ hour simulation. Transcripts were content coded for direct and indirect integrative sequences and analyzed with hierarchical linear regression. Supporting the theory, results revealed more indirect integrative sequences in high context dyads and more direct integrative sequences in low context and mixed context dyads. Direct integrative sequences predicted joint gains for mixed context dyads.
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Nina Michaelidou, George Christodoulides and Caterina Presi
Limited research has examined the segment of ultra-high-net-worth individuals (UHNWIs). This study aims to explore how this segment self-presents with regard to luxury on…
Abstract
Purpose
Limited research has examined the segment of ultra-high-net-worth individuals (UHNWIs). This study aims to explore how this segment self-presents with regard to luxury on Instagram.
Design/methodology/approach
We use a qualitative research approach to content-analyze 815 publicly available photos on Instagram. The analytical approach involves multiple stages and yields three key themes.
Findings
Through Instagram images, UHNWIs engage in inconspicuous consumption via subtle displays of luxury possessions and more cues that indicate luxury experiences, power and social connections. The results further identify four dimensions of self-presentation in luxury consumption on social media: ostentatious, humble, revealed and hidden.
Research limitations/implications
The study adopts an inductive approach to identify themes related to UHNWIs’ self-presentation on Instagram. Other research could adopt a quantitative approach to identify drivers of the various themes. In addition, the unit of analysis was the photo posted by the UHNWI rather than the UHNWI himself or herself. Further research might explicitly consider the overall profile of each UHNWI and their holistic approach to posting with a view to developing a typology of UHNWIs based on the way they self-present and portray their luxury consumption.
Practical implications
Luxury marketers should focus on inconspicuous products and experiences that allow the UHNWIs to decelerate and spend time with their loved ones, access rare experiences and demonstrate power via their networks.
Originality/value
We extend prior research on self-presentation on Instagram. The authors focus on UHNWIs, a neglected yet significant segment of the luxury market.
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Leigh Anne Liu, Wendi L. Adair, Dean Tjosvold and Elena Poliakova
The purpose of this paper is to provide an overview on the state of the field in intercultural dynamics on competition and cooperation at the individual, team, and organizational…
Abstract
Purpose
The purpose of this paper is to provide an overview on the state of the field in intercultural dynamics on competition and cooperation at the individual, team, and organizational levels. The authors integrate previous studies from multiple disciplines to articulate the contextual importance of intercultural dynamics. The authors also suggest three overarching themes to expand the field of research on intercultural dynamics.
Design/methodology/approach
The authors use an integrative literature review to articulate the importance of intercultural dynamics, provide an introduction to the new contributions in this special issue, and propose new directions for future research.
Findings
Intercultural dynamics research has the potential to expand in three overarching areas: constructive controversy, collaborative communication, and global competency and identity at multiple levels.
Research limitations/implications
Intercultural dynamics is still a nascent field emerging from cross-cultural and strategic management. The authors hope the review lays the groundwork for more studies on intercultural dynamics at the interpersonal, team, organizational, and mixed levels of analysis in both theory building and empirical works.
Practical implications
Understanding intercultural dynamics in competition and cooperation can help individuals and managers in multinationals and born global organizations navigate cultural complexity and foster cooperation.
Social implications
The authors hope the ideas on intercultural dynamics can facilitate collaboration and reduce conflict in intercultural encounters at the individual, organization, and societal levels.
Originality/value
This paper offers an overview on the state of the field and lays groundwork for more systematic inquiries on intercultural dynamics in competition and cooperation.
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Hanvedes Daovisan and Thanapauge Chamaratana
The Lao People's Democratic Republic (Lao PDR) has a socialist transition economy with a high growth rate of entrepreneurial families compared to other member states of the…
Abstract
Purpose
The Lao People's Democratic Republic (Lao PDR) has a socialist transition economy with a high growth rate of entrepreneurial families compared to other member states of the Association of Southeast Asian Nations (ASEAN) Economic Community. A significant challenge for entrepreneurial family growth includes vigorously seeking the capital assets necessary for their survival, due to ongoing competition. The purpose of this paper is to estimate the capital assets of Laotian entrepreneurial families require to be competitive in the garment industry.
Design/methodology/approach
The study adopted a multi-stage sampling technique, with a representative sample size of 350 Laotian entrepreneurial families. The approach was a structural schedule interview at participating families home addresses between August and December 2017. The study uses a three-stage least squares (3SLS) regression model to estimate whether capital assets have a positive association with competition and was organised with the assistance of Stata 16, a software programme.
Findings
The main findings show that, using the 3SLS regression model as the instrument, the values are almost identical and fit the data well. The model shows that capital assets (human, financial, social, physical and natural) have a positive and significant relationship with competition. The study suggests that financial capital is a major determinant of the capital assets to build competitive advantage.
Originality/value
To the best of the authors' knowledge, this is the first research to estimate the capital assets of Laotian entrepreneurial families in Vientiane, Lao PDR. The findings contribute to research about existing optimal capital assets that can be used to maintain long-term competitive advantage.