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Article
Publication date: 30 May 2020

Nicholas J. Ashill, Rania W. Semaan, Tanya Gibbs and Aaron Gazley

Despite major market-orientated reforms to enhance the competitive advantage of Russian domestic firms, the antecedents and consequences of frontline employee (FLE) customer…

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Abstract

Purpose

Despite major market-orientated reforms to enhance the competitive advantage of Russian domestic firms, the antecedents and consequences of frontline employee (FLE) customer orientation (CO) remain poorly understood. Acknowledging this paucity of research, the authors draw upon a hierarchical model of personality to examine personality trait determinants of CO and job performance in the context of the Russian financial services sector.

Design/methodology/approach

Data was collected from 186 FLEs using a self-administered survey questionnaire and analyzed using AMOS.

Findings

The results identify which basic personality traits matter in translating FLE CO behavior into higher job performance in the Russian retail-banking sector.

Research limitations/implications

Limitations of the study include the generalizability of the findings within one organizational context. Future research should examine whether the found associations hold true for FLEs working in other service sectors in other parts of the country.

Practical implications

Study findings differ significantly to Western-based research and provide valuable insight into the process that motivates Russian FLEs in a commercial retail setting to perform better in their jobs.

Originality/value

This is the first empirical study that employs a hierarchical model of the effects of basic personality traits on FLE CO and job performance in a former socialist/communist economy. We also advance existing research on FLE CO by distinguishing between two types of CO behavior. Findings provide an understanding of those personality traits that affect the ability of Russian FLEs to better satisfy customer needs and to interact and serve customers in an enjoyable way.

Details

International Journal of Bank Marketing, vol. 38 no. 5
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 October 2018

Tanya Gibbs

This paper aims to analyse a new piece of Dubai legislation, Dubai Law No. (4) of 2016: The Dubai Economic Security Centre (DESC) Law, in respect of its role and impact on…

356

Abstract

Purpose

This paper aims to analyse a new piece of Dubai legislation, Dubai Law No. (4) of 2016: The Dubai Economic Security Centre (DESC) Law, in respect of its role and impact on economic crime mitigation in the emirate and in the country as a whole.

Design/methodology/approach

The jurisdiction’s various risks and vulnerabilities were examined to determine weaknesses and gaps in the current legislative and regulatory framework.

Findings

The findings highlight that despite numerous legislative efforts targeting economic crime, bringing economic criminals to justice has remained an issue in Dubai. Creation of the Dubai Economic Security Centre (DESC) may mark a significant change in that emirate’s approach to tackling this issue.

Research limitations/implications

Though the DESC itself is (as of this writing) still in a formative state, it is clearly intended to be a comprehensive response to expedite and streamline investigative processes and mitigate the multi-jurisdictional problems with which law enforcement has hitherto contended.

Practical implications

The DESC is also intended to serve not only as an informational clearinghouse but also as an organisational entity with significant roles in law enforcement and even legislation.

Social implications

Regardless of its ambitious and promising results, the effectiveness of its organisational structure and performance is yet to be determined.

Originality/value

This research can be beneficial for the government officials in charge of establishment and launch of the DESC, as well as for future research as it points to its potential ambiguities and misinterpretations.

Details

Journal of Money Laundering Control, vol. 21 no. 4
Type: Research Article
ISSN: 1368-5201

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Article
Publication date: 6 May 2020

Tanya Gibbs

The transformation of the United Arab Emirates (UAE) into an important global economic player has been accompanied by digitalization that has also left it at a risk to cybercrime…

690

Abstract

Purpose

The transformation of the United Arab Emirates (UAE) into an important global economic player has been accompanied by digitalization that has also left it at a risk to cybercrime. Concurrent with the rise in technology use, the UAE fast became one of the most targeted countries in the world. The purpose of this paper is to discuss how the UAE has tried to cope with accelerating levels of cyber threat using legislative and regulatory efforts as well as public- and private-sector initiatives meant to raise cybersecurity awareness.

Design/methodology/approach

The paper surveys the UAE’s cybersecurity legislative, regulatory and educational initiatives from 2003 to 2019.

Findings

Because the human factor still remains the number one reason for security breaches, robust cyber laws alone are not enough to protect against cyber threats. Building public awareness and educating internet users about cyber risks and safety have become essential components of the UAE's efforts in building a more secure cyber environment for the country.

Research limitations/implications

The paper relies on English-language translations of primary sources (laws) originally in Arabic, as well as English-language studies from local media. This should not be considered a problem, as English is established as the language of business and commerce in the UAE.

Practical implications

The paper provides a detailed overview of the country’s cybersecurity environment to guide and aide practitioners with risk assessment and legal and regulatory compliance.

Originality/value

The paper presents a comprehensive overview of the UAE’s cybersecurity legislative, regulatory and educational environment. It also surveys government and private sector initiatives directed in protecting the country’s cyberspace.

Details

Journal of Money Laundering Control, vol. 23 no. 2
Type: Research Article
ISSN: 1368-5201

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Article
Publication date: 14 July 2020

Tanya Gibbs

The purpose of this paper is to survey UAE legislative initiatives affecting whistleblowing. Many studies claim that whistleblowing is one of the most effective mechanisms in…

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Abstract

Purpose

The purpose of this paper is to survey UAE legislative initiatives affecting whistleblowing. Many studies claim that whistleblowing is one of the most effective mechanisms in fighting corruption. Either done merely to satisfy regulatory requirements or in genuine efforts to counter internal fraud, many organizations around the world incorporate whistleblowing programs. However, a lack of comprehensive whistleblower protection remains the main impediment for reporting misconduct or wrongdoing. A country’s legislative framework and its cultural and socio-economic specifics impact the effectiveness of such protective measures. Moreover, in the absence of comprehensive, stand-alone whistleblowing laws, whistleblowers can become victims not only of employers’ retaliatory actions but also of criminal and civil charges.

Design/methodology/approach

This paper surveys the UAE law and regulations in regard to whistleblower protection. It also raises concerns regarding their effectiveness based on the county’s unique socio-economic and cultural environment and their interplay with other legislations, which can potentially make whistleblowing a criminal offense.

Findings

In the absence of stand-alone whistleblowing legislation, cultural aspects and other laws can serve as deterrents for whistleblowers. It is crucial for a jurisdiction to set up an effective legal and regulatory framework to enable synergy across different laws and agencies involved. Implementation of comprehensive, stand-alone whistleblowing legislation might help provide legal certainty and clarity.

Research limitations/implications

In the absence of empirical studies on UAE whistleblowing, the researcher primarily relied on English translations of the country’s laws and regulations, official press releases and English media sources.

Practical implications

This study introduces relevant background to organizations establishing their own whistleblowing policies and employee training.

Originality/value

This paper examines the effectiveness of whistleblowing legislative initiatives through the prism of the country’s cultural, socio-economic and legal environment.

Details

Journal of Money Laundering Control, vol. 23 no. 3
Type: Research Article
ISSN: 1368-5201

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Article
Publication date: 7 June 2013

Tanya Gibbs and Nicholas J. Ashill

This study aims to empirically test a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the novel context of a retail bank…

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Abstract

Purpose

This study aims to empirically test a model of affective and behavioural job outcomes grounded in Bagozzi's reformulation of attitude theory in the novel context of a retail bank in Russia.

Design/methodology/approach

Frontline employees (FLEs) completed a self‐administered questionnaire on how factors characterizing high performance work practices (HPWPs) affect their job satisfaction and organizational commitment, and how these job attitudes impact their job performance.

Findings

Results suggest there is a significant influence of HPWPs on job attitudes, but only job satisfaction influences job performance.

Practical implications

Job satisfaction is identified as a critical work lever and should receive priority from management relative to actions designed to foster organizational commitment.

Originality/value

Despite the breadth and depth of international research on service quality, to date there has been no study of high performance work practices and their impact on the job performance of service workers in Russia. Retail banks, after operating for years in a highly regulated environment and virtually devoid of competition, now recognize that their very survival depends on the delivery of quality service at the frontline.

Details

International Journal of Bank Marketing, vol. 31 no. 4
Type: Research Article
ISSN: 0265-2323

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Book part
Publication date: 1 January 2012

Tanya Fitzgerald

This book was written across a period of intense turmoil and change in higher education in Australia and England. We are deeply unsettled by these changes and wish to open up the…

Abstract

This book was written across a period of intense turmoil and change in higher education in Australia and England. We are deeply unsettled by these changes and wish to open up the discussion about what it means to be an academic and engage in academic work in the 21st century. Accordingly, each of the authors has nominated a theme or lens through which to examine the changes, tensions and uncertainties that have erupted in higher education. Thus, we offer this book as a constellation of ideas that traverse a number of aspects of our work and identities as academics. The overlap between these ideas is deliberate so that the multiple and complex challenges that underpin the higher education landscape can be examined.

Details

Hard Labour? Academic Work and the Changing Landscape of Higher Education
Type: Book
ISBN: 978-1-78052-501-3

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Article
Publication date: 13 February 2009

Craig M. Parker and Tanya Castleman

The paper critiques a range of theories and evaluates their ability to provide a lens for explaining the idiosyncratic nature of small firms and their e‐business adoption…

5131

Abstract

Purpose

The paper critiques a range of theories and evaluates their ability to provide a lens for explaining the idiosyncratic nature of small firms and their e‐business adoption decisions.

Design/methodology/approach

This literature review firstly summarises the existing research evidence that shows that small firms are idiosyncratic when it comes to e‐business adoption. It then critiques theories commonly used in the literature in this field to examine the extent to which they take this small firm idiosyncrasy into account when explaining e‐business adoption decisions.

Findings

The critical analysis shows that no commonly‐used theory adequately explains small firm adoption of e‐business because each omits important aspects of small firm idiosyncrasy. The analysis suggests that an integrated theoretical framework is needed. Preliminary ideas on this framework are provided.

Originality/value

Existing research generally applies a small number of selected theories and formulates research models of adoption factors. However, there is no systematic analysis of theories in this field and no consensus about theoretical frameworks. This paper addresses this limitation of the literature by critically evaluating the commonly used theories in terms of their individual suitability as lenses for explaining small firm e‐business adoption.

Details

Journal of Enterprise Information Management, vol. 22 no. 1/2
Type: Research Article
ISSN: 1741-0398

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Book part
Publication date: 9 August 2017

Peter Holland and Debora Jeske

In this chapter, we explore the changing role of social media and its increasing influence in the recruitment and selection process. Access to social media platforms such as…

Abstract

Purpose

In this chapter, we explore the changing role of social media and its increasing influence in the recruitment and selection process. Access to social media platforms such as Twitter, Facebook, and LinkedIn as profiling tools both inside and outside the workplace is generating a number of potential ethical, legal, and moral dilemmas in the human resource management (HRM) field.

Methodology/approach

This is a conceptual chapter which analyzed peer-reviewed academic literature, the business press, and other media outlets.

Findings

This conceptual chapter outlines the key issues for HR academics and professionals in the area of recruitment and selection associated with the changing role of social media in the workplace, and how it indirectly affects a number of other HR practices. Certain emergent practices such as cyber-vetting and applicant data mining demonstrate a deficiency in moral, ethical, and legal frameworks. The lack of attention paid to these new HR risks highlight the skill gap within the HR profession to handle information and data security challenges, any of which can be exacerbated due to social media.

Practical implications

In order to assist HR in tackling these challenges, we conclude with a number of recommendations for HR practitioners.

Social implications

The chapter helps raise awareness and understanding of this new and emerging aspect of digital HRM.

Originality/value of the chapter

We provide a framework for a broader understanding of the issues associated with cyber-vetting and its potential impact on HRM policies and practices.

Details

Electronic HRM in the Smart Era
Type: Book
ISBN: 978-1-78714-315-9

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Book part
Publication date: 9 August 2017

Stefan Jooss and Ralf Burbach

Although a need for innovative approaches to the strategic management of human resources (HR) has been identified, many firms continue to rely solely on their HR information…

Abstract

Purpose

Although a need for innovative approaches to the strategic management of human resources (HR) has been identified, many firms continue to rely solely on their HR information systems instead of adapting to the digital consumer with innovative tools and digital HR management (d-HRM). This research aims to evaluate critically the degree of digital innovation of HR practices in the Irish hotel industry.

Methodology/approach

For this qualitative study, a total of 10 semi-structured interviews were conducted with key personnel at both corporate and property level HR in the two largest Irish hotel groups.

Findings

Findings show an overall lack of technological innovation and most of the principal HR activities are digitalised to a very limited extent. In addition, the perception of the degree of digitalisation varies significantly between the managers in both organisations.

Practical and social implications

In order to attract digital natives and to increase their competitiveness within the sector, Irish hotel corporations will need to invest significantly in innovation within their HR departments to capitalise on the strategic and operational advantages of d-HRM. Thus, a more strategic approach towards HR innovation is needed.

Originality/value

This chapter operationalises the concept of HR innovation in the context of the hotel industry; it analyses the key HR activities in hotel operations with regard to the extent to which they are digitalised; and it develops a model of HR digitalisation that can be applied to the hotel and other industries. This research, therefore, contributes to the existing body of knowledge on HR innovation with a specific focus on the hotel industry.

Details

Electronic HRM in the Smart Era
Type: Book
ISBN: 978-1-78714-315-9

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Book part
Publication date: 1 October 2015

Anis Triki, Vicky Arnold and Steve G. Sutton

Research has shown evidence of the use of impression management strategies in corporate disclosures as a means of presumably tempering and swaying investors’ perceptions. These…

Abstract

Research has shown evidence of the use of impression management strategies in corporate disclosures as a means of presumably tempering and swaying investors’ perceptions. These impression management strategies include shifts in the tone used when providing disclosures. However, recent research also provides evidence that such techniques can have a contrary effect when the tone of the message appears to be “too good to be true.” This study explores how the use of optimism and certainty in the Management Discussion and Analysis (MD&A) portion of the annual report affects nonprofessional investors’ investment decisions – a class of investors known to heavily rely on the MD&A portion of annual reports. We theorize a bifurcated effect where optimism and certainty have a positive and direct effect on investor willingness to invest, but at the same time optimism and certainty have a negative indirect effect on willingness to invest that is mediated through decreased perceptions of disclosure credibility. The results provide evidence supporting such a bifurcated effect from the use of tone in management disclosures.

Details

Advances in Accounting Behavioral Research
Type: Book
ISBN: 978-1-78441-635-5

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