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Article
Publication date: 30 October 2019

Shi Xu, Larry Martinez and Nicholas A. Smith

The purpose of this paper is to investigate the impact of service providers’ attractiveness in service jobs and examine the underlying psychological mechanisms that may explain…

1585

Abstract

Purpose

The purpose of this paper is to investigate the impact of service providers’ attractiveness in service jobs and examine the underlying psychological mechanisms that may explain consumers’ different attitudes and potential behavior.

Design/methodology/approach

An experimental design was used in this paper. Study 1 used a scenario depicting a front-desk agent performing check-in procedures and Study 2 used a scenario depicting a restaurant server. Data were analyzed using Hayes’ (2013) PROCESS macro.

Findings

Study 1 demonstrated the mediating effect of perceived interpersonal skills in the relations between front desk agent attractiveness and participant positive word-of-mouth and service satisfaction. Study 2 reaffirmed this finding and showed that the attractiveness of servers positively impacted participants’ perceptions of the servers’ interpersonal skill and participants’ tipping behavior. Furthermore, the relation between attractiveness and interpersonal skills was moderated by servers’ genders and participants’ levels of self-esteem, such that the effect was stronger in response to female servers for participants with relatively low self-esteem. In addition, the effect of the three-way interaction among server gender, server’s level of attractiveness, and participant’s level of self-esteem on tipping was mediated by participant’s perceived interpersonal skills.

Originality/value

This paper investigated the under-researched constructs of participants’ self-esteem and service providers’ gender and their moderating roles within the service context. These results suggest that responses to service providers can be impacted by the attractiveness and gender of the provider and customers’ self-esteems, despite equivalent objective performance of the provider.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 1
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 18 January 2023

Nicholas A. Smith, Larry R. Martinez, Shi (Tracy) Xu, Anna Mattila and Lisa Yixing Gao

Many hospitality organizations see the benefits of engaging in corporate social responsibility (CSR), which can take many forms. This study aims to examine one relatively unique…

514

Abstract

Purpose

Many hospitality organizations see the benefits of engaging in corporate social responsibility (CSR), which can take many forms. This study aims to examine one relatively unique form of CSR: hiring individuals experiencing houselessness. This research aimed to investigate the impact of hiring individuals experiencing houselessness on customers’ behavioral intentions, attitudes toward an organization and perceptions of CSR actions.

Design/methodology/approach

Across two experiments, this study investigated the impact of employing individuals experiencing houselessness on customers’ perceptions of the employee and organization using organizational legitimacy theory.

Findings

Results demonstrate that employees known to be houseless elicited more positive employee and organizational perceptions from the customers, mediated by CSR perceptions. In addition, the gender of the employees or the quality of the organization did not impact these findings.

Practical implications

Hospitality and tourism organizations should consider using available resources or tax benefits to make a deliberate effort to employ those experiencing houselessness.

Originality/value

Using organizational legitimacy theory, this study examines CSR perceptions as a potential explanatory mechanism between houselessness and customers’ reactions.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

Available. Open Access. Open Access
Article
Publication date: 2 May 2024

Stephanie Q. Liu, Khadija Ali Vakeel, Nicholas A. Smith, Roya Sadat Alavipour, Chunhao(Victor) Wei and Jochen Wirtz

An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s…

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Abstract

Purpose

An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s needs throughout the service journey. This article envisions the idea of AI concierges and discusses how to leverage AI concierges in the customer journey.

Design/methodology/approach

This article takes a conceptual approach and draws insights from literature in service management, marketing, psychology, human-computer interaction and ethics.

Findings

This article delineates the fundamental forms of AI concierges: dialog interface (no embodiment), virtual avatar (embodiment in the virtual world), holographic projection (projection in the physical world) and tangible service robot (embodiment in the physical world). Key attributes of AI concierges are the ability to exhibit semantic understanding of auditory and visual inputs, maintain an emotional connection with the customer, demonstrate proactivity in refining the customer’s experience and ensure omnipresence through continuous availability in various forms to attend to service throughout the customer journey. Furthermore, the article explores the multifaceted roles that AI concierges can play across the pre-encounter, encounter and post-encounter stages of the customer journey and explores the opportunities and challenges associated with AI concierges.

Practical implications

This paper provides insights for professionals in hospitality, retail, travel, and healthcare on leveraging AI concierges to enhance the customer experience. By broadening AI concierge services, organizations can deliver personalized assistance and refined services across the entire customer journey.

Originality/value

This article is the first to introduce the concept of the AI concierge. It offers a novel perspective by defining AI concierges’ fundamental forms, key attributes and exploring their diverse roles in the customer journey. Additionally, it lays out a research agenda aimed at further advancing this domain.

Details

Journal of Service Management, vol. 35 no. 6
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 1 August 1977

UK executive shortage poses threat to foreign development In the absence of a precise national incomes policy, British employers could begin to tackle the problem of pay…

43

Abstract

UK executive shortage poses threat to foreign development In the absence of a precise national incomes policy, British employers could begin to tackle the problem of pay differentials between the UK and overseas at management level and possibly reduce the supply of people taking up overseas jobs. The result could lead to manpower problems in overseas development programmes.

Details

Industrial Management, vol. 77 no. 8
Type: Research Article
ISSN: 0007-6929

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Article
Publication date: 24 January 2022

Annette McKeown, Gemma MacMillan, Ella Watkins, Domanic Caveney, Anna Smith, Patrick Jack Kennedy, Rachel Atkins and Robyn Lee

The COVID-19 pandemic is unprecedented for young people within the UK. The pandemic has presented particular challenges for vulnerable children and young people. For example, a

217

Abstract

Purpose

The COVID-19 pandemic is unprecedented for young people within the UK. The pandemic has presented particular challenges for vulnerable children and young people. For example, a recent study in the UK indicated that 83% of young people with existing mental health conditions said the pandemic had made their condition worse (Young Minds, 2020). To date, the impact upon populations such as young people in Secure Children’s Homes (SCHs) is unknown. This study aims to elucidate this area.

Design/methodology/approach

SCHs provide a safe, supportive environment for vulnerable young people who frequently present with multiple and complex needs. Young people residing within a SCH may be residing at the setting because of a Secure Accommodation Order under a Section 25 Order of the Children’s Act (1989) or for criminal justice reasons, i.e. serving a Remand period or custodial sentence. Preliminary research compared a baseline period to a follow-up period after the commencement of COVID-19 national lockdown measures within a SCH in the North of England to develop understanding of the impact for young people.

Findings

A significant decrease in overall incidents (t (5) = −6.88, p < 0.001), restraints (t (5) = −9.07, p < 0.001) and other incidents including assaults occurred during follow-up. The SECURE STAIRS framework supports trauma-informed care and enhances support within the setting. Consistent with the framework, provision of formulation meetings was significantly increased within the follow-up period (Welsh’s t (74) = −2.74, p < 0.001). Reflections and future recommendations are outlined.

Originality/value

The unanticipated results highlight the value of examining incident data within secure environments and could lead to effective practice changes for practitioners working within this domain. This research also demonstrates how frameworks such as SECURE STAIRS can be beneficial for vulnerable young people during periods of change and stress in mitigating some of the potential negative effects. The implementation of such frameworks within SCHs is still novel and thus evaluative research is valuable.

Details

Journal of Aggression, Conflict and Peace Research, vol. 14 no. 3
Type: Research Article
ISSN: 1759-6599

Keywords

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Article
Publication date: 1 March 1990

Roger J. Sandilands

Allyn Young′s lectures, as recorded by the young Nicholas Kaldor,survey the historical roots of the subject from Aristotle through to themodern neo‐classical writers. The focus…

274

Abstract

Allyn Young′s lectures, as recorded by the young Nicholas Kaldor, survey the historical roots of the subject from Aristotle through to the modern neo‐classical writers. The focus throughout is on the conditions making for economic progress, with stress on the institutional developments that extend and are extended by the size of the market. Organisational changes that promote the division of labour and specialisation within and between firms and industries, and which promote competition and mobility, are seen as the vital factors in growth. In the absence of new markets, inventions as such play only a minor role. The economic system is an inter‐related whole, or a living “organon”. It is from this perspective that micro‐economic relations are analysed, and this helps expose certain fallacies of composition associated with the marginal productivity theory of production and distribution. Factors are paid not because they are productive but because they are scarce. Likewise he shows why Marshallian supply and demand schedules, based on the “one thing at a time” approach, cannot adequately describe the dynamic growth properties of the system. Supply and demand cannot be simply integrated to arrive at a picture of the whole economy. These notes are complemented by eleven articles in the Encyclopaedia Britannica which were published shortly after Young′s sudden death in 1929.

Details

Journal of Economic Studies, vol. 17 no. 3/4
Type: Research Article
ISSN: 0144-3585

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Article
Publication date: 17 October 2023

Elena Lauren Pokowitz, Cassandra Menzies, Cecilia Votta, Haonan Ye, Lisa O’Donnell and Patricia Deldin

Bipolar disorder is associated with poor mental and physical health outcomes, and therefore, it is crucial to research and develop effective interventions for this population…

68

Abstract

Purpose

Bipolar disorder is associated with poor mental and physical health outcomes, and therefore, it is crucial to research and develop effective interventions for this population (Grande et al., 2016). Unfortunately, research on the efficacy of current interventions shows only small improvements in symptoms and quality of life (Oud et al., 2016). Additionally, individuals with bipolar disorder face barriers to accessing care like social stigma, isolation and financial constraints (Blixen et al., 2016). This paper aims to introduce and examine the effectiveness of an accessible, peer-led group program, Mood Lifters (Votta and Deldin, 2022), in those who completed the program and also self-reported a diagnosis of bipolar disorder.

Design/methodology/approach

Mood Lifters is a 15-week, peer-led group program that approaches mental wellness from a biopsychosocial framework using strategies from a variety of evidence-based treatment methods (e.g. cognitive-behavioral therapy, dialectical behavior therapy, interpersonal psychotherapy, etc.). Participants meet once a week for 1 hour to review various mental health topics, including behavioral changes and insight into mood patterns. Individuals who participated in nonacademic groups in a company setting and self-reported a bipolar diagnosis were surveyed at the beginning and end of their program to measure various aspects of psychological functioning.

Findings

Results suggest that these individuals experienced significant improvements in depression, anxiety, social functioning and perceived stress, along with flourishing and positive and negative affect.

Originality/value

These findings are promising, given that bipolar disorder is historically difficult to treat (Grande et al., 2016). Based on this preliminary evidence, the authors have developed a Mood Lifters program specifically for individuals with bipolar disorder and are launching a randomized control clinical trial.

Details

Mental Health Review Journal, vol. 28 no. 4
Type: Research Article
ISSN: 1361-9322

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Article
Publication date: 1 May 1993

Glen Alexandrin

Gives an account of Count N.S. Mordvinov (1754‐1845) who was aMinister of Economics, an economist and a scholar of Adam Smith′seconomics who effectively politicized Smithian…

31

Abstract

Gives an account of Count N.S. Mordvinov (1754‐1845) who was a Minister of Economics, an economist and a scholar of Adam Smith′s economics who effectively politicized Smithian economic ideas and the need for economic freedom in Tsarist Russia. His advice, given to Tsar Alexander I and to Tsar Nicholas I, was embodied in legislation but did not appear to have administrative impact. Although the economic ideas of Adam Smith had a political dimension alien to the objectives of the Russian rulers, the Smithian values, as promoted by Count Mordvinov and embodied in his written works, having been imported as early as 1760‐1770, have not previously been discussed and debated in the twentieth century.

Details

International Journal of Social Economics, vol. 20 no. 5/6/7
Type: Research Article
ISSN: 0306-8293

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Article
Publication date: 2 April 2021

Linda Sīle, Raf Guns, Alesia A. Zuccala and Tim C.E. Engels

This study investigates an approach to book metrics for research evaluation that takes into account the complexity of scholarly monographs. This approach is based on work sets �…

261

Abstract

Purpose

This study investigates an approach to book metrics for research evaluation that takes into account the complexity of scholarly monographs. This approach is based on work sets – unique scholarly works and their within-work related bibliographic entities – for scholarly monographs in national databases for research output.

Design/methodology/approach

This study examines bibliographic records on scholarly monographs acquired from four European databases (VABB in Flanders, Belgium; CROSBI in Croatia; CRISTIN in Norway; COBISS in Slovenia). Following a data enrichment process using metadata from OCLC WorldCat and Amazon Goodreads, the authors identify work sets and the corresponding ISBNs. Next, on the basis of the number of ISBNs per work set and the presence in WorldCat, they design a typology of scholarly monographs: Globally visible single-expression works, Globally visible multi-expression works, Miscellaneous and Globally invisible works.

Findings

The findings show that the concept “work set” and the proposed typology can aid the identification of influential scholarly monographs in the social sciences and humanities (i.e. the Globally visible multi-expression works).

Practical implications

In light of the findings, the authors outline requirements for the bibliographic control of scholarly monographs in national databases for research output that facilitate the use of the approach proposed here.

Originality/value

The authors use insights from library and information science (LIS) to construct complexity-sensitive book metrics. In doing so, the authors, on the one hand, propose a solution to a problem in research evaluation and, on the other hand, bring to attention the need for a dialogue between LIS and neighbouring communities that work with bibliographic data.

Details

Journal of Documentation, vol. 77 no. 5
Type: Research Article
ISSN: 0022-0418

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Article
Publication date: 22 July 2021

Daryl Mahon

Peer support has gained increasing attention within the mental health literature, including the trauma informed approaches research where peer support is a key principle. The…

284

Abstract

Purpose

Peer support has gained increasing attention within the mental health literature, including the trauma informed approaches research where peer support is a key principle. The purpose of this paper is to outline a servant leadership model of trauma peer support.

Design/methodology/approach

A targeted literature search that incorporated systematic reviews, meta-analyses and randomised control trials in the areas of servant leadership, peer support and trauma informed approaches were sourced.

Findings

Servant leadership can be used to provide a theoretical model of trauma peer support. All three constructs share the idea of empowerment as a core principle. An ideographic model of servant leadership trauma peer support is put forward based on eight characteristics from the extant literature.

Research limitations/implications

As with all conceptual papers, a lack of empirical data means the findings need to be investigated using primary data. Future research may wish to use this theoretical model to test effectiveness in equivalence studies.

Practical implications

A theoretical model of trauma informed peer support based on servant leadership theory, with a clear guide to its utilisation.

Originality/value

This is a novel approach, a new addition to the literature.

Details

Mental Health and Social Inclusion, vol. 25 no. 4
Type: Research Article
ISSN: 2042-8308

Keywords

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