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The purpose of this paper is to present a case study of a specialist at a research institution turned into an unwilling manager who lost her Jungian self under the managerial persona and shadow pressures of the organization. The findings lead to a personal development model.

The problem and solution are translated into Jungian language, which fits with the Buddhist approach chosen by the interviewee. The case study looks for answers to questions: How responsible should individuals be? How far should they go: blow the whistle? Is responsible leadership possible in an organization whose ego is in the powerful grip of its persona and shadow? What is the role of individual/group/organizational/societal unconscious in striving for responsible leadership? Can an organization become aware of its persona and shadow and develop into an enlightened self?

Individuals can take responsibility for the less powerful but not always for the more powerful. Whistle‐blowing may be counterproductive. Responsible leadership is possible, if individuals/groups/organizations/societies are mature enough to become aware of their persona and shadow to free this energy for responsible behaviour. A Jungian‐Buddhist personal development model is built.

Single case study results are not generalizable, but the presented problem may be common in research organizations. The model requires further empirical support.

Holistic personal development: “Loose (don’t lose) your self. Shelve your persona! Don’t fear your shadow; learn to know it!”

The paper presents a novel account of presenting and solving a real‐life managerial problem through integrating Buddhist and Jungian knowledge, and introducing a Jungian‐Buddhist model.

Property performance assessment has become increasingly important in property management because of the emergence of a number of trends as issues of concern of property owners and occupiers. There are, however, many problems facing the consideration of performance measurement. Perhaps the main obstacle is the lack of a structured process for property performance measurement. The prime objective of the research work that underpins this paper therefore is to address this gap by the development of a structured model for property performance measurement. This involved three main steps. First, basic characteristics of an effective performance assessment in property managements are identified and the framework for a generic model is outlined. Next, key processes of performance measurement and property management tasks are identified. Then, these processes are set out into steps for better understanding and applicability of the model to actual property management practices. Some unique features of the model include consideration of clients and tenants requirements, integration of the functions of property management in the model and the inclusion of two property and resource databases to aid storage and retrieval of information. Besides, it is the first step in developing a dedicated computer tool for property performance assessment.

The purpose of this paper is to combine the theory of planned behavior variables with norm activation model to predict the behavioral intention to build eco-friendly houses among adult house owners of Kerala. It was hypothesized that the moral obligation will mediate the relationship of both attitude and subjective norm toward the intention to build eco-friendly houses.

Data were collected from 269 adult house owners from Kerala with the help of structured questionnaires. Attitude toward eco-friendly houses was measured using semantic differential scale, subjective norm was measured using items adapted from Ajzen and Jansson and Dorrepaal, personal norm was measured using 7 items adapted from Jansson and Dorrepaal and behavioral intention to build eco-friendly house was measured using 14-item measures which probed the various characteristics of eco-friendly buildings. Data were analyzed using mediation analysis with the help of PROCESS macro plug-in of IBM SPSS.

The study revealed that the relationship between subjective norm and behavioral intention to construct eco-friendly houses was fully mediated by personal norm, and the relationship between attitude and behavioral intention was partially mediated by personal norm.

Eco-friendly houses or sustainable architecture is the requirement of the time. Psychology can play a major role in increasing the choice to opt an eco-friendly alternative. The present study tries to develop a green marketing strategy by understanding the influential psychological variables. The study points to the importance of personal moral obligation of the people in the choice of the eco-friendly houses. The study is limited in itself because it failed to consider any situational factors that may be influential in the intention to build an eco-friendly house.

Considering the immediacy and potency of global climate change and the role green architecture can play to reduce the impact of the blow, eco-friendly architecture is inevitable. Many psychological studies have been instrumental in shaping and changing individual behaviors. Considering these facts the present study aims to identify the role of psychological variables in determining the intention to build eco-friendly houses. This study will help in identifying the relevant personal variables that can promote eco-friendly construction.

This study aims to address a novel information sharing phenomenon among many hospitality consumers, that is, sharing information during, rather than weeks after, a hospitality consumption experience. Specifically, this study tests if including a temporal contiguity cue in a review can significantly enhance the purchase intention of other consumers toward the reviewed business.

A 2 (personal sense of power) × 2 (temporal contiguity cue: manipulated to be absent vs present) quasi-experiment was conducted in this research. Floodlight analysis with the Johnson–Neyman technique was used to test the interaction effect. Hayes’ PROCESS procedure was used to test the mediation effects.

The study found that, for powerless consumers, temporal contiguity cue can effectively enhance the perceived trustworthiness of the review and purchase intention toward the reviewed business. Conversely, for powerful consumers, temporal contiguity cue can significantly reduce the perceived trustworthiness of the review and purchase intention toward the business. Mediation test further revealed evidence for the underlying psychological mechanism for these effects.

Revealing the mixed effects of a novel factor, temporal contiguity cue, on consumer responses toward online hospitality reviews, the current research contributes to the expanding stream of theoretical and managerial knowledge on online review management in social media platforms.

In interviews, Jamie Lee Curtis positions Halloween (2018) as a #MeToo film. As merely self-serving publicity, this reading is far too simplistic. In Halloween (1978) Laurie Strode is victimised; she then assumes the role of quintessential Final Girl as described by Carol J. Clover, providing the template for the entire sub-genre of horror slasher films birthed in its wake. However, in the similarly titled 2018 film, Laurie is no longer a victim. Instead of following the role of the stereotypical Final Girl of slasher films, she falls more in line with one of Yvonne Tasker's Warrior Women.

This chapter investigates Laurie Strode's transformation throughout the Halloween franchise. Once passive and victimised, Laurie has evolved: No longer the Final Girl – or victim – her position and behaviour in this film is much more in line with the neoliberal Warrior Woman of action films. Thus, the film assigns her the role of action heroine as a vehicle for responding to the concerns of the #MeToo era – and in this era, women are no longer victims. Women can and will fight back.

To enhance customer experiences, firms are increasingly adding human-like features to their self-service technology (SST) machines. To that end, the purpose of the present study is to examine customer interactions with an anthropomorphic machine in a service failure context. Specifically, the authors investigate the joint effects of machine voice, an individual’s sense of power and the presence of other customers in influencing customers’ switching intentions following an SST failure.

In this study, the authors used a quasi-experimental design in which they manipulated voice type (anthropomorphic vs robotic) and the presence of other customers (present vs absent) in video-based scenarios while measuring customers’ sense of power. The scenarios reflected a service failure experience with a self-service kiosk at an airport. The authors tested the hypotheses using PROCESS analyses with the Johnson–Neyman technique.

Consumer reactions to SST failures vary depending on the degree of anthropomorphism associated with an SST machine, an individual’s sense of power and the presence of other customers.

Field inquiry and an investigation in other SST contexts or of other anthropomorphic features are needed to generalize the findings.

Service providers targeting powerful consumers should consider the social presence of others when incorporating anthropomorphic features into their SST facilities.

This study is the first to examine consumer responses to service failures in an anthropomorphic SST context.

A change in leadership can often be stressful for an organization. Miriam, the Founding Executive Director of a supporting foundation for a rural hospital, was primarily a servant leader, providing volunteers and staff with the tools needed for successful fundraising. As the initial Executive Director for this small nonprofit organization, she established an organizational culture that fit the needs of the community; volunteers became accustomed to that culture and the organization flourished. Upon Miriam’s retirement, her replacement brought a very different type of leadership rooted in hierarchical structures and authoritarianism. Accustomed to a more supportive organizational culture, many volunteers flatly refused to work with the new executive director. He exacerbated the problem by refusing to acknowledge any missteps he might have taken and was not receptive to any ideas not his own. He was not supportive of staff or even the organization’s own board members. The new executive director was accustomed to being in control and misunderstood managing the needs of multiple stakeholders. He moved too quickly to consolidate his own power without consideration of the organization’s needs. He tried to instill a “heroic” leadership style in a culture of shared leadership. The credibility of the organization suffered as a result, not only among volunteers and hospital staff, but, as they talked within the community, publically as well.

Artificial intelligence (AI) powered chatbot technology is increasingly used to handle customer complaints in the service recovery process. Built on the justice theory, this paper aims to explore the optimal way to utilize chatbots in handling customer complaints for service failure recovery and the moderating role of humor.

Two scenario-based between-subjects experimental design studies were conducted to examine the two aspects of justice in service failure recovery: Study 1 focuses on procedural justice manifested as perceived control and Study 2 on interactional justice assessed as social presence. Furthermore, the moderating role of humor is investigated.

The results indicate that both perceived control and social presence can improve chatbots’ effectiveness in handling service failures to regain customer satisfaction and the consequent revisit intention. However, humor shows opposite effects in the two studies: chatbots using humorous language in complaint handling may attenuate the positive effect of perceived control but enhance the positive effect of social presence.

The findings provide practical guidelines to the service industry regarding the optimal service design and technology deployment in customer service, particularly for an effective service failure recovery process.

This research contributes to the service failure recovery literature by investigating how the new service technology of AI-powered chatbots can effectively handle customer complaints for service failure recovery. Furthermore, the research reveals the nuanced effects of humor in different complaint-handling situations.

People with fragile X syndrome (FXS), a monogenetic disorder with frequent autism spectrum disorder symptoms, are confronted with many health-related needs, especially concerning behavioural and mental problems. The number of publications about health inequalities or the usage of health services in persons with FXS is scarce in general. There is no information about the situation in Germany. The paper aims to discuss this issue.

Assessment of health status, access to, and satisfaction with health care in people with fragile X by a questionnaire completed by their parents.

A total of 74 questionnaires were included in the assessment. While children and adolescents with FXS often (40 per cent) utilised specialised services for the coordination of health-related services, adults most often made use of family doctors. Most parents described the health status of their relatives as good to excellent (89 per cent). However, the satisfaction with health care-related demands by family doctors, medical specialists, and psychotherapists was rated in the average to above average range.

This paper is of special value as it gives insight into the perspective of parents concerning access to health care of FXS in Germany.

This paper gives a first insight concerning access of people with FXS to the German health care system.

This paper aims to use critical theorist Jürgen Habermas’s conceptualization of the relationship between knowledge and interests to better understand the role of common and competing interests during organizational learning.

The paper draws on critical accounts of work and learning, and on Habermas’s theoretical work on knowledge and interests, to examine the relationship between interests and organizational learning and, in particular, to consider conflict of interest’s role in organizational learning.

Transposed to organizational level, Habermas’s conceptualization of the relationship between knowledge and interests suggests that organizational learning can result from a technical interest, shaped by money and power, and from tensions and incompatibilities between the system’s technical interest and the lifeworld’s practical and emancipatory interests. There is ample evidence that the first combination does indeed account for a great deal of organizational learning but to date, very little scholarly attention has considered the possibility of organizational learning resulting from the second combination.

Despite interests and interest differences being visible in a number of studies of learning by individuals at work, the relationship between interests and learning at the organizational level is not well understood. This paper is a contribution to this area, using Habermas’s conceptualization of knowledge and interests to better understand the role of interests during organizational learning, raising the possibility that competing interests can result in organizational learning, and suggesting areas for further research.