bluuebunny/crossref_metadata_2025_split huggingface dataset:
Insights into emotional contagion and its effects at the hotel front desk
Authors: Ustrov Yury , Valverde Mireia , Ryan Gerard 
Published: October 2016

PurposeThis paper aims to draw attention to the need for a nuanced view of the emotional contagion framework. It proposes and empirically tests a refined model of emotional contagion and its effects in the hotel sector by focusing on the front-desk service encounter interactions.Design/methodology/approachData were collected from three separate groups of paired informants: receptionists, hotel customers and interaction observers. The sample included 573 full customer service interactions in 47 hotels in Catalonia. The model was tested with structural equation modelling.FindingsEmotional contagion has specific mechanisms at the hotel front-desk. No relationship was found between receptionists’ inner mood and their outwardly displayed emotions. Yet, receptionists’ displayed emotions enhance customer mood, and, largely, customer satisfaction. Ultimately, this affects customer behavioural intentions. It was also discovered that guests are able to clearly distinguish between their satisfaction with the specific service encounter at the front desk and the overall satisfaction with the hotel stay. The positive effects of employees’ displayed emotions are of particular importance in lower-star hotels and are less important at the high end. Perceived training opportunities have a positive effect on customer satisfaction and improve the employee-displayed emotion.Research limitations/implicationsResearchers should examine employee outcomes that are more stable than mood, but may enhance or be related to the effective display of emotions at the front desk, such as employee satisfaction and commitment. In general, emotions and behaviours of employees and consumers should be further examined in other services across the hospitality industry, in different cultural contexts and in terms of their impact on company performance. Researchers should heed the precise type of mechanism that takes place in each service context.Practical implicationsThe hotel management should focus their efforts on ensuring positive emotional performance, regardless of employees’ inner mood. Managers should carefully interpret differentiated results according to whether they have been drawn from overall satisfaction or customer service interaction surveys. The training provision is of particular importance in lower-star hotels, where customer outcomes depend more on employee-displayed emotion.Originality/valueThis study empirically corroborates that customer outcomes of front-desk services are linked to receptionists’ displayed emotions, and not to employees’ feelings. Onsite data collection, multiple-informant approach, paired dyads and structural equation modelling hold a great potential for study designs that seek insights into interpersonal phenomena in hospitality services research.
Competitiveness and workforce performance: Asiavis-à-visthe “West”
Authors: Baumann Chris , Hamin Hamin , Tung Rosalie L. , Hoadley Susan 
Published: October 2016

PurposeThe purpose of this eight-country study is to examine what drives performance at the individual worker’s level and compare the explanatory power of such drivers between emerging, newly developed and developed markets around the globe.Design/methodology/approachThe study combines established behavioural theory developed in a Western context with three factors anticipated to be most relevant in Asia (competitive attitude, willingness to serve and speed) as drivers of workforce performance. Four thousand working and middle-class respondents from eight countries were sampled. The associations were tested using structural equation modelling, and workforce performance was measured using univariate analysis.FindingsThree country clusters emerged from the research: emerging economies in Asia (Indonesia, India), where the three factors powerfully explain performance; “Confucian orbit countries” (China, Japan, Korea), where the factors explain 81-93 per cent; and highly developed Western countries (the USA, the UK, Germany), where the factors account for only 20-29 per cent.Practical implicationsAs well as providing a framework for modelling workforce performance, particularly in Asian countries, the findings indicate that workforce performance should be incorporated in performance indexes. The findings as to which drivers best explain workforce performance in each country can inform workforce recruitment and management, as well as the location of businesses and outsourcing.Originality/valueFor the first time, the study addresses the anomaly between economic growth and development experienced by Asian countries and their relatively low rankings in global competitiveness indexes by making the link between workforce performance and country performance.
Volatility, trading volume and open interest in futures markets
Authors: Floros Christos , Salvador Enrique 
Published: October 2016

Purpose
The purpose of this paper is to examine the effect of trading volume and open interest on volatility of futures markets. The authors capture the size and change in speculative behaviour in futures markets by examining the role of liquidity variables (trading volume and open interest) in the behaviour of futures prices.

Design/methodology/approach
The sample includes daily data covering the period 1996-2014 from 36 international futures markets (including currencies, commodities, stock indices, interest rates and bonds). The authors employ a two-stage estimation methodology: first, the authors employ a E-GARCH model and consider the asymmetric response of volatility to shocks of different sign. Further, the authors consider a regression framework to examine the contemporaneous relationships between volatility, trading volume and open interest. To quantify the percentage of volatility that is caused by liquidity variables, the authors also regress the estimated volatilities on the measures of open interest and trading volume.

Findings
The authors find that: market depth has an effect on the volatility of futures markets but the direction of this effect depends on the type of contract, and there is evidence of a positive contemporaneous relationship between trading volume and futures volatility for all futures contracts. Impulse-response functions also show that trading volume has a more relevant role in explaining market volatility than open interest.

Practical implications
These results are recommended to financial managers and analysts dealing with futures markets.

Originality/value
To the best of the authors’ knowledge, no study has yet considered a complete database of futures markets to investigate the empirical relation between price changes (volatility), trading volume and open interest in futures markets.
Strategic management of community enterprises in the upper northeast region of Thailand
Authors: Naipinit Aree , Promsaka Na Sakolnakorn Thongphon , Kroeksakul Patarapong 
Published: October 2016

Purpose
The aims of this study are to study the problems and challenges of community enterprises; to analyze their strengths, weaknesses, opportunities and threats; and to examine the guidelines of strategy management for community enterprises.

Design/methodology/approach
The authors utilized a qualitative method using in-depth interviews with 25 community enterprises and a focus group of 10 specialists to discuss strategy management of community enterprises, then analyzed the data using content analysis and descriptive analysis.

Findings
The study found that community enterprises face numerous problems, such as marketing challenges and the inability to transfer businesses to the next generation. However, the strong points of community enterprises include the involvement and support of a lot of government agencies and the opportunity presented by consumer requirements for the handicraft of goods and products. In this paper, the authors recommend eight strategic guidelines for the management of community enterprises; they also recommend that the government use the model of the Bangsai Royal Folk Arts and Crafts Centre of Her Majesty Queen Sirikit of Thailand to set up policies that support community enterprises.

Originality/value
This study will be beneficial for the Department of Agricultural Extension, Ministry of Agriculture and Cooperative, Royal Thai Government, as a guideline for support of community enterprises in Thailand, and this study will benefit other countries with similarities to Thailand.
Australian indigenous social enterprise: measuring performance
Authors: Spencer Rochelle , Brueckner Martin , Wise Gareth , Marika Banduk 
Published: October 2016

Purpose
Using an integrated framework for performance management of nonprofit organizations, this paper aims to present an analysis of the activities of an Indigenous social enterprise in the town of Yirrkala in northeast Arnhem Land in the Northern Territory of Australia. The evaluation focuses on the social effectiveness of the organization and its ability to help generate income and employment and drive social capital creation.

Design/methodology/approach
The analysis is informed by data derived from “yarns” with social enterprise staff and semi-structured interviews conducted with key informants who were selected using snowball sampling. Data were transcribed and analyzed thematically.

Findings
The analysis reveals that the organization provides a successful community-based pathway for increasing Indigenous economic participation on local terms at a time of regional economic decline and high levels of Indigenous unemployment nationally.

Practical implications
The measured effectiveness of Nuwul highlights the need for targeted policy support for Indigenous enterprises and that social entrepreneurship is far more likely to be successful in a supportive government policy environment, a critical need for government-initiated policies to encourage the formation of Indigenous social enterprises that are entrepreneurial and innovative in their solutions to poverty and marginalization. Such policies should not only aid the establishment of Indigenous ventures but also facilitate their long-term growth and sustainability.

Originality/value
Although Indigenous entrepreneurial activities have been found to be effective in addressing Indigenous disadvantage in Australia, little is known about their community impact. The article provides original empirically grounded research on the measurement of Indigenous entrepreneurial activities and their wider community impact. The data show, against the backdrop of mixed results of government efforts to drive Indigenous economic mainstreaming, that the entrepreneurial activities analyzed in this paper are an example of more flexible and culturally appropriate pathways for achieving Indigenous equality in rural and remote regions of Australia.
Retail supply chain service levels: the role of inventory storage
Authors: Salam Asif , Panahifar Farhad , Byrne P.J. 
Published: October 2016

Purpose
In today’s competitive retail industry the most critical success factor is customer service which is indicated by product availability. It is argued that in the retail industry, product availability is an important measure of quality. The single most vital decision that every retailer needs to make is, how to maximize service level while keeping minimum inventory level. The purpose of this paper is to explain and demonstrate the relationship between inventory level and customer service level.

Design/methodology/approach
This study examines an inventory system utilizing a simulation model based on company data obtained from a retail fast-moving-consumer goods chain operating in Thailand.

Findings
The results suggest that the achievement of a responsive service level is dependent on managing an efficient supply chain in addition to logistics cost reductions. The findings also reveal the effect the inventory level has on the service level. From the findings of this study, demand variability and service level have been found to have the most significant influence on the inventory level. From the findings, it can also be shown that real and accurate information is very important for service supply chains.

Practical implications
The paper promotes the importance of having an appropriate inventory management policy for a retail chain which should be driven by retail companies in order to better balance inventory and service levels.

Originality/value
The relationship between the inventory level and customer service level lead to different outcomes at different combinations of inventory and service levels. Significant relationships were found between inventory and service levels.
Do family-managed and non-family-managed firms internationalize differently?
Authors: Avrichir Ilan , Meneses Raquel , dos Santos Agnaldo Antonio 
Published: October 2016

PurposeAlthough the concepts of family business, internationalization, and agency theory have received some attention in the relevant literature, these concepts and theories have been used independently. The purpose of this paper is to help close the gap between what is known and what needs to be known about the decision-making processes of internationalization of family managers (FM) and non-family managers (NFMs).Design/methodology/approachThe paper analyzes the story of Busscar, a Brazilian firm that began internationalization under an FM and ended it under an NFM. The management transition took place suddenly, as the family CEO died in a tragic accident, and the company appointed an NFM to replace him virtually overnight. These circumstances, as well as the fact that Busscar accelerated its internationalization process after the transition only to go bankrupt a few years later makes this case critical.FindingsThe paper concludes that under NFMs, the speed and scope of the firm internationalization processes were accelerated and the financial risks were augmented, which is in line with the agency theory hypothesis and contradicts suggestions that NFMs tend to be more structured.Research limitations/implicationsMany researchers argue that it is important to professionalize the management of family firms. It is expected that an NFM leads to a more structured strategy. The study shows otherwise; changing the manager leads to opportunistic internationalization using emerging strategies rather than deliberate ones.Originality/valueThis study suggests that firms, networks, entrepreneurship, and ownership are not the only important variables. Manager origin (inside or outside the family) can change everything.
Brand management research in family firms
Authors: Beck Susanne 
Published: October 2016

Purpose
The purpose of this paper is to highlight the relevance of conducting brand management research in a family firm context and to identify future research directions by reviewing and structuring the existing literature.

Design/methodology/approach
The potential consequences of being a family firm on internal organizational processes and stakeholders’ external perception are depicted. Afterwards the literature considering brand management research in family firms is reviewed systematically (n=41) and structured by applying the Organizational Viewpoint Framework. Relevant research questions are derived based on the findings and their practical relevance is tested.

Findings
The contributions are threefold. First, depicting the effects of being a family firm on the organization and its stakeholders highlights the relevance of conducting brand management research in family firms. Second, structuring the literature regarding the effects of being a family firm on organizational identity, intended brand image, construed brand image, and reputation helps derive research questions of theoretical and practical relevance that will serve the field as a guide for future research directions. Third, by extending the Organizational Viewpoint Framework originating from brand management research with the element of being a family firm, a further attempt at bridging both research fields is undertaken.

Originality/value
This paper represents an important next step in the development of this research field by highlighting the importance of conducting brand management research in a family firm context and by structuring existent research to depict future research opportunities with theoretical and practical relevance.
The internationalization of family-firms: a signal detection approach
Authors: Laffranchini Giacomo , Hadjimarcou John S. , Kim Si Hyun , Braun Mike 
Published: October 2016

PurposeThe purpose of this paper is to explore the internationalization process of small and medium family-owned businesses (FOBs). The authors strive to explain the extent to which family business CEOs identify a signal in either the domestic or international environment for internationalization as a viable business opportunity.Design/methodology/approachThe authors rely on signal detection theory to develop a conceptual model that explains the cognitive process inducing the CEO-founder of an FOB to discover and exploit an opportunity in the international market.FindingsThe conceptual model proposes that constraints in a family-firm’s domestic market, as well as opportunities in the foreign market act, as signal strength. However, family business CEO-founders’ centrality and inward orientation might lead them to ignore a signal by generating noise and reducing the motivation to collect further information concerning the trustworthiness of the signal.Research limitations/implicationsThe model is conceptual; future research should strive for a potential way to operationalize the cognitive process described herein. In addition, the theoretical argument has been developed in the context of family firms wherein the founder plays a pivotal role. Future research may extend the theoretical arguments to those family firms that are at an advanced stage of development.Originality/valueThe study reconciles conflicting findings concerning the internationalization of FOBs. In doing so, the authors employ an interdisciplinary approach and develop a conceptual model that sheds additional light on the cognitive processes underlying internationalization decisions among founder-centered family firms.
TheWoman’s BudgetBureau: friendship and consumption in Australia
Authors: Dickenson Jackie 
Published: October 2016

PurposeThis paper aims to reveal the marshalling of an emotion – loneliness – over time for the construction of relationships between advertisers and consumers between 1909 and 1934, paying attention to the shifting contexts in which these relationships were built, maintained and extended. It also draws attention to the ways in which advertising and marketing work in society, and advances the understanding of the development of consumer culture in Australia.Design/methodology/approachThe paper uses textual analysis of letters from readers and editorial content published in the magazine over a 25-year period, supplemented by material from newspapers and memoirs.FindingsThe paper reveals how a women’s magazine marshalled the loneliness of Australian women, especially rural Australian women, to attach them to the magazine and its advertisers. Over 25 years, the magazine editors built a reservoir of trust between readers and the magazine. When the economy turned, this reservoir could be drawn upon to maintain reader attachment and maximise sales.Research limitations/implicationsThis paper examines the use of emotion in just one magazine. A comparative study would be beneficial to see whether this exploitation of emotion was widespread.Practical implicationsThe paper suggests the importance of emotion as a tool for attaching consumers to brands and for maintaining that attachment through financial difficulties.Originality/valueThis paper supports the turn to the study of emotion in history and, specifically, in the development of consumer culture.
A randomised study of leadership interventions for healthcare managers
Authors: Lornudd Caroline , Bergman David , Sandahl Christer , von Thiele Schwarz Ulrica 
Published: October 2016

Purpose
The purpose of this paper was to assess two different leader development interventions by comparing their effects on leadership behaviour and evaluating their combined impact after two years, from the viewpoints of both the participating managers and external raters.

Design/methodology/approach
The study was a longitudinal randomised controlled trial with a cross-over design. Health care managers (n = 177) were first randomised to either of two 10-month interventions and a year later were switched to the other intervention. Leadership behaviour was rated at pre-test and 12 and 24 months by participating managers and their superiors, colleagues and subordinates using a 360-degree instrument. Analysis of variance and multilevel regression analysis was performed.

Findings
No difference in effect on leadership behaviour was found between the two interventions. The evaluation of the combined effect of the interventions on leadership behaviour showed inconsistent (i.e. both increased and decreased) ratings by the various rater sources.

Practical implications
This study provides some evidence that participation in leadership development programmes can improve managers’ leadership behaviours, but the results also highlight the interpretive challenges connected with using a 360-degree instrument to evaluate such development.

Originality/value
The longitudinal randomised controlled design and the large sample comprising both managers and external raters make this study unusually rigorous in the field of leadership development evaluations.
Market liberalizations and efficiency in Latin America
Authors: Chow Sheung Chi , Hui Yongchang , Vieito João Paulo , Zhu ZhenZhen 
Published: October 2016

PurposeThis paper aims to examine the impact of stock market liberalization on efficiency of the stock markets in Latin America.Design/methodology/approachDaily stock indices from Latin American countries, including Brazil, Mexico, Chile, Peru, Jamaica and Trinidad and Tobago, are used in the analysis. To examine the impact of stock market liberalization on efficiency, the authors use several approaches, including the runs test, Chow–Denning multiple variation ratio test, Wright variance ratio test, the martingale hypothesis test and the stochastic dominance (SD) test, on the above Latin American stock market indices.FindingsThe authors find that stock market liberalization does not improve stock market efficiency in Latin America.Originality/valueThis investigation is among the first to examine the impact of stock market liberalization on the efficiency of the stock markets. It is among the first to examine the impact of stock market liberalization on the efficiency of the Latin American stock markets. It is also among the first to apply the martingale hypothesis test and a SD approach on issue about efficient market.