管理学最新文献

Although public service employees are regularly exposed to uncivil behavior by citizens, we still know little about the effects of these incivilities. This study aims to examine the reactions of public employees who work in a climate of citizen incivility. Using a multilevel multisource design, we examine the indirect effects of citizen incivility climate on employee withdrawal and helping behaviors via job tension, and test the moderating influence of employees' public service motivation on these relationships. Our analyses were performed using data collected from a sample of 734 employees and 77 supervisors working in Canadian public libraries. Results show that public servants who work in a climate of citizen incivility experience greater job tension and consequently show more withdrawal and less helping behaviors. Our results also show that public service motivation acts as a buffer against the detrimental effects of incivility climate on helping behaviors, but not against withdrawal.

Purpose

To remain competitive in an unpredictable environment where the complexity and frequency of cybercrime are rapidly increasing, a cyber resiliency strategy is vital for business continuity. However, one of the barriers to improving cyber resilience is that security defense and accident recovery do not combine efficaciously, as embodied by emphasizing cyber security defense strategies, leaving firms ill-prepared to respond to attacks. The present study thus develops an expected resilience framework to assess cyber resilience, analyze cyber security defense and recovery investment strategies and balance security investment allocation strategies.

Design/methodology/approach

Based on the expected utility theory, this paper presents an expected resilience framework, including an expected investment resilience model and an expected profit resilience model that directly addresses the optimal joint investment decisions between defense and recovery. The effects of linear and nonlinear recovery functions, risk interdependence and cyber insurance on defense and recovery investment are also analyzed.

Findings

According to the findings, increasing the defense investment coefficient reduces defense and recovery investment while increasing the expected resilience. The nonlinear recovery function requires a smaller defense investment and overall security investment than the linear one, reflecting the former’s advantages in lowering cybersecurity costs. Moreover, risk interdependence has positive externalities for boosting defense and recovery investment, meaning that the expected profit resilience model can reduce free-riding behavior in security investments. Insurance creates moral hazard for firms by lowering defensive investment, yet after purchasing insurance, expanded coverage and cost-effectiveness incentivize firms to increase defense and recovery spending, respectively.

Originality/value

The paper is innovative in its methodology as it offers an expected cyber resilience framework for integrating defense and recovery investment and their effects on security investment allocation, which is crucial for building cybersecurity resilience but receives little attention in cybersecurity economics. It also provides theoretical advances for cyber resilience assessment and optimum investment allocation in other fields, such as cyber-physical systems, power and water infrastructure – moving from a resilience triangle metric to an expected utility theory-based method.

Purpose

The research aims to explore the dynamic relationship between digital service innovation (DSI), artificial intelligence (AI) and business performance (BPer) in service-based models with a focus on how AI-enhanced insights from service use and customer feedback can strengthen business strategies. The aims are to show that DSI and AI are key to driving growth and efficiency in the digital economy and to underscore AI’s role in utilizing contextual data to improve decision-making and business outcomes.

Design/methodology/approach

The study uses general structural equation modeling to analyze Spanish manufacturing firms, focusing on medium-sized enterprises and including both business-to-business and business-to-consumer orientations. Data are drawn from the Iberian Balance Analysis System [Sistema de Análisis de Balances Ibéricos (SABI)] database, complemented by a Qualtrics survey to assess the integration of AI in decision-making processes. The methodology is designed to evaluate the interplay between DSI, AI and BPer, with the aim of identifying actionable insights for service-based business orientations.

Findings

The study clarifies the relationships between DSI, AI and BPer, providing new theoretical and empirical insights. The findings confirm DSI's direct positive impact on performance and suggest AI’s nuanced mediating role, emphasizing the need for strategic DSI-AI integration in manufacturing firms for enhanced performance.

Research limitations/implications

The research explains the synergistic bond between DSI and AI in boosting BPer and discovering how by-product data can be transformed into strategic insights.

Practical implications

This study advises manufacturing sector leaders to integrate DSI and AI for enhanced performance and competitive advantage, emphasizing the value of high-quality, contextual data for AI learning and decision-making.

Originality/value

Researchers will observe that the study confirms the positive impact of DSI on BPer, while also highlighting the significant role of AI in enhancing this effect.

Purpose

This study aims to examine the roles of customer orientation (CO) and two distinct stress coping strategies – problem-focused (PC) and emotion-focused (EC) – in the positive relationship between customer incivility (CI) and job stress (JS).

Design/methodology/approach

Data were collected via a survey of casino dealers in South Korea. Common method variance was assessed using an unmeasured latent method construct, confirming both convergent and discriminant validity. Collinearity diagnostics were conducted to evaluate potential multicollinearity among independent variables. Hypotheses were tested using PROCESS Macro Models 1 and 3 to examine moderating effects and three-way interactions.

Findings

CI is positively related to JS. Employees with high CO experience greater JS when faced with CI compared to those with low CO. Highly customer-oriented employees with low coping strategies encounter significant JS when dealing with uncivil casino patrons.

Practical implications

Casino practitioners should balance CO strategies with effective stress management and support systems. This finding calls for a reevaluation of training programs and policies to maintain high service quality while ensuring employee well-being.

Originality/value

This study challenges the traditional view of CO as merely a stress-buffering factor by revealing its paradoxical role. It identifies individuals more susceptible to JS and demonstrates how the interaction between CI, CO and coping strategies (i.e. PC or EC) can escalate JS.

Purpose

Drawing on conservation of resources theory, this paper aims to propose that daily multitasking increases employees’ daily role pressure, ultimately hindering their service innovation behavior. Furthermore, we suggest that trait mindfulness may mitigate this negative impact.

Design/methodology/approach

To empirically test the study hypotheses, this paper conducted a multilevel diary field study, collecting data from 64 employees over 10 working days to comprehensively validate the theoretical model.

Findings

The findings indicate that daily multitasking indirectly reduces daily service innovation behavior by increasing employee role pressure. Notably, this indirect effect is more pronounced among employees with lower trait mindfulness, while it is less significant for those with higher trait mindfulness.

Practical implications

Hotels should manage multitasking, reduce employee stress and promote service innovation by optimizing task allocation and redesigning work processes. Additionally, hotel management should adopt a multifaceted and innovative approach to foster mindfulness traits.

Originality/value

This study contributes to the literature on multitasking and innovation by examining how and when daily multitasking influences employee service innovation behavior.