This book explains how startups and brands in general can achieve a high level of customer experience (CX) in today's dynamic and competitive times. A well-structured and easy to apply customer experience framework defines customer experience as the start and end point of all business activities. The framework steps and tools (such as NPS, Empathy Map, Customer Journey, Golden Circle, Design Thinking, A/B-Testing) are designed to have a maximum impact on successful company building and the customer experience, which is key to generate first and repeat buyers that become fans of the company. The tools originate from different disciplines, such as management, design, digitisation or psychology - as only an interdisciplinary approach enables superior insights for initiating the right customer activities in today's highly competitive times. With this book, it is possible to look at customer experience systematically and derive your own strategy towards success. The following are the main contributions of this book: * Provides a clear step-by-step guide to create a customer experience-centric company * Introduces most impactful tools that managers can use to successfully complete every step of our framework * Guides managers through the process of creating a start-up, which is less about magically coming up with innovative business ideas, but rather about applying proven principles in a new context

Organisational Psychology: Revisiting the Classic Studies critically reflects upon 14 studies by researchers such as Gilbreth, French and Raven, Greenberg, and Schein, that have long been considered foundational. Written and edited by leading scholars, this book invites you to think about the limitations of the classic studies, put theory into practice, and consider, in-depth, the lasting impact of these key studies on the field today. Revisiting the Classic Studies is a series of texts that introduces readers to the studies in psychology that changed the way we think about core topics in the discipline today. It provokes students to ask more interesting and challenging questions about the field by encouraging a deeper level of engagement both with the details of the studies themselves and with the nature of their contribution. Edited by leading scholars in their field and written by researchers at the cutting edge of these developments, the chapters in each text provide details of the original works and their theoretical and empirical impact, and then discuss the ways in which thinking and research has advanced in the years since the studies were conducted. Niklas K. Steffens is Director of the Centre for Business and Organisational Psychology and Senior Lecturer at The University of Queensland. Floor Rink is Professor of Organisational Behaviour at the University of Groningen. Michelle K. Ryan is the inaugural Director of the Global Institute of Women's Leadership, and Professor of Social and Organisational Psychology at The Australian National University.

This book analyses the conceptualization of psychopathic personality disorder for criminal/forensic populations and examines in depth the emerging phenomenon of the 'corporate psychopath'. In doing so its authors expose the paradoxical nature of the disorder: while it is frequently associated with antisocial, criminal and predatory behaviour, more recent studies have highlighted examples of creative, visionary and inspiring leaders who are also found to present a high degree of psychopathy. They focus on the nature, behaviours and consequences of psychopathy in executives and across the organization, offering an important contribution to the emerging body of research on psychopathy and other problematic personality constructs in the workplace. The book will appeal to scholars, students and professionals across the discipline, and particularly to those working in workplace, forensic and personality psychology.

This book examines the well-covered subject of leadership from a unique perspective: history's vast catalogue of leadership successes and failures. Through a collection of highly compelling case studies spanning two millennia, it looks beyond the classic leadership parable of men in military or political crises and shows that successful leadership cannot be reduced to simplistic formulae. Written by experts in the field and based on rigorous research, each case provides a rich and compelling account that is accessible to a wide audience, from students to managers. Rather than serving as a vehicle for advancing a particular theory of leadership, each case invites readers to reflect, debate and extract their own insights.

This book provides an understanding and imaging of how a stress-free workplace might be designed and implemented in the context of the 'new normal.' Statistics show that more and more people are experiencing an increase in work-related stress, and its impact on individual psychology and well-being as well as organizational performance can be devastating. Globally, the most recent data on work-related illnesses account for 2.4 million deaths. Against this backdrop, and taking stock of how the pandemic is affecting the workplace and employee well-being, this book proposes transformations in work spaces, from implementing effective "greening" features, to more efficient technology-supported spaces. It establishes links between workplace design and creativity, happiness and productivity, confronting related issues such as generation gaps, digital interruptions, collaborative work environments and sustainability, and their respective connections with workspace environment and well-being. The book situates this discussion within a broader discussion on work and quality of life. Furthermore, the book demonstrates how several sustainable development goals might be achieved through transformed work spaces. Through an intersection between organizational psychology, well-being and quality of life studies, sociology, human resources, and ergonomics, this book is a timely examination of work-related stress in relation to work spaces that require rethinking and transformation in the throes, and wake, of the pandemic.

This book provides an integrative analysis of creativity and strategic practices, particularly strategic problem formulation and strategic decision making. It examines the decision and not the individual as a unit of analysis, which leads to a deeper understanding of creative outcomes. It draws a correlation between strategic intent and creative outcomes, both positive and negative, and provides an integrated framework for understanding creativity. Finally, the book develops a creative strategic framework and draws conclusions for the practice of management and for future research.

Man-Machine-Environment System Engineering: Proceedings of the 21st Conference on MMESE is the academic showcase of best research papers selected from more than 500 submissions each year. From this book reader will learn the best research topics and the latest development trend in MMESE design theory and other human-centered system application.MMESE focus mainly on the relationship between Man, Machine and Environment. It studies the optimum combination of man-machine-environment systems. In the system, the Man means the working people as the subject in the workplace (e.g. operator, decision-maker); the Machine means the general name of any object controlled by the Man (including tool, Machinery, Computer, system and technology), the Environment means the specially working conditions under which Man and Machine occupy together(e.g. temperature, noise, vibration, hazardous gases etc.). The three goals of the optimization of the system are safety, efficiency and economy.In 1981 with direct support from one of the greatest modern Chinese scientists, Qian Xuesen, Man-Machine-Environment System Engineering (MMESE), the integrated and advanced science research topic was established in China by Professor Shengzhao Long. In the letter to Shengzhao Long, in October 22nd, 1993, Qian Xuesen wrote: "You have created a very important modern science subject and technology in China!".

This book gathers cutting-edge research and best practices relating to occupational risk and safety management, healthcare and ergonomics. It covers strategies for different industries, such as construction, chemical and healthcare. It emphasises challenges posed by automation, discusses solutions offered by technologies, and reports on case studies carried out in different countries. Chapters are based on selected contributions to the 18th International Symposium on Occupational Safety and Hygiene (SHO 2022), held on September 8-9, 2022, in Porto, Portugal. By reporting on different perspectives, such as the ones from managers, workers and OSH professionals, and covering timely issues, such as implications of telework ,issues related to gender inequality and applications of machine learning techniques in occupational health, this book offers extensive information and a source of inspiration to OSH researchers, practitioners and organizations operating in both local and global contexts.

"This Handbook is sure to become a key resource for any researcher or professional looking for the latest and most innovative thinking from around the world on the full range of topics related to training, development, and performance management." Bradford S. Bell, PhD, Cornell University, USA. Editor, Personnel Psychology "I wish I could have accessed this book many years ago. Comprehensive and scholarly, the four sections training, e-learning, personal and professional development and performance management fit well together and address a gap in the literature that has been apparent for some time. The psychological perspective speaks to growing interest in the micro-foundations of strategic success, and the blending together of both formal and informal perspectives on learning in organizations ensures a holistic rather than piecemeal approach to the question of how to build individual knowledge, skills, and competences in organizations. I believe that this book will make a significant impact on its target audience in this critical area." Helen Shipton, Professor of International Human Resource Management, Nottingham Trent University, UK The Wiley Blackwell Handbook of the Psychology of Training, Development, and Performance Improvement provides up-to-date, contemporary information for researchers and professionals by reviewing the latest literature and research in the interconnected fields of training, development, and performance appraisal. It brings a psychological perspective to bear on a multidisciplinary field that links to management, human resources, and education. Unique to reference works in this area, it maintains a truly global focus on the field with top international contributors looking at research and practice from around the world, including South America, Europe, Canada, and Australia, as well as the United States and the United Kingdom. The chapters cover a diverse range of important contemporary topics, such as needs analysis, job design, active learning, self-regulation, simulation approaches, 360-degree feedback, and virtual learning environments. Together, they offer researchers and professionals essential information for building a talented organization, a critical and challenging task for organizational success in the twenty-first century.

Whilst the topic is gathering significant interest, this is the first book to present a guide to coaching and playfulness. It has the ‘why didn’t I think of this’ factor: once said, it seems obvious but, until then, few people had thought of it. Written by two coaching practitioners, the book provides a practical and cohesive manual for coaches to incorporate playfulness into their praxes. Fully researched, and evidence provided to support the practice throughout.

By blending the real-world insights of business executive Al Bolea with tested research findings provided by leadership scholar Leanne Atwater, Becoming a Leader: Nine Elements of Leadership Mastery effectively bridges theory and practice to outline powerful leadership behaviors and teach readers how to become a leader. Based on Bolea's original "J-Curve" model of leadership, this approachable guide identifies and describes nine essential elements for leadership mastery, including skills such as setting direction, creating key processes, and nurturing behaviors. Each chapter pairs concrete narratives with succinct research synopses to show how to expand the potential of people and organizations. This unique, experiential text engages readers with self-reflection and self-assessment exercises to encourage their development as future leaders. Becoming a Leader: Nine Elements of Leadership Mastery is a must-have resource for practicing managers, consultants, and practitioners, as well as being applicable to graduate and undergraduate courses on leadership.

This is a fully revised and updated second edition of the successful Techniques for Coaching and Mentoring, also incorporating the best bits of its sister text Further Techniques for Coaching and Mentoring. The book presents a comprehensive and critical overview of the wide range of tools and techniques available to coaches and mentors. With a strong academic underpinning, it explores a wide range of approaches, and provides techniques both for use with clients and to support professional development of the coach or mentor. Key features include: Easy-to-use resources and techniques for one-to-one coaching; Case studies throughout the text, helping to put theory into practice; An overview of different theoretical approaches; A dedicated section on 'themes for the coach' discussing coaching across cultures, evaluating your coaching and looking after yourself as a coach; and Downloadable worksheets for each technique. Techniques for Coaching and Mentoring 2nd Edition is an invaluable resource for professional coaches and mentors looking to enhance their practice, and for students of coaching and mentoring.

This open access book provides a comprehensive look at the pluses and minuses of leadership in times of an unparalleled crisis, such as the COVID-19 global pandemic. It examines the COVID-19 crisis in terms of psychodynamics, crisis management, and especially from the standpoint of complex, messy systems. It analyses how leaders need to think and act differently to cope better with-and potentially prevent-future crises.

This book examines how contemplative arts practice and a mindful approach to creativity, can be used to offer new possibilities for facilitating team creativity and collaboration in organizational settings. The author employs a qualitative, action research paradigm, using arts-based and ethnographic methods, to explore the perceived effects of a contemplative arts workshop process on team creativity and collaboration within an organization. The book demonstrates how a contemplative arts workshop process may be used to facilitate mindfulness, trust, communication, collaboration, and creative insights among teams and working groups. It explores each of these themes in depth and develops a model based on those findings. The model includes five elements: 1. Individual-Level Mindfulness, 2. Trust and Authentic Communication, 3. Team Cohesion and Collaboration, 4. Creative Ideation and Insights, and 5. Leadership: Creating a Culture of Innovation. Combining theory and practice, the book offers a series of mindfulness and contemplative arts exercises that facilitators can use to address each of the five levels of the model. This book weaves together contemporary psychological research on mindfulness and organizational creativity along with practical applications and contemplative arts exercises for practitioners and scholars of workplace creativity, management and organisational and industrial psychology.

Organizing is made possible by sense-making. This book represents a narrative quest for a symbolic grounding to help leaders in times when stable social structures and institutions dissolve and disappear. Monika Kostera approaches this sense-making process through innovative and exciting research methods, collecting stories from participants and exploring plots and outcomes of an imagined meeting between two symbolic worlds: one of the internal and imaginative and the other of the external and corporate. Investigating the spatiality and temporality of these stories, the author offers critical implications for educational practice, arguing that teachers should engage and develop students' imaginations and creativity to question the hidden rules of social settings and interactions in organizational and business situations. Innovative and visionary in scope, this book will be critical for researchers of organization theory at all levels, particularly those looking for new research methods and applications. Students of business and organizational studies will also benefit from its unique insights into business-related settings, as well as leaders and practitioners searching for innovative directions in business environments.

The SAGE Handbook of Organizational Wellbeing is a comprehensive and cutting-edge work providing the latest insights into a range of perspectives on organizational wellbeing, as well as highlighting global wellbeing issues and exploring new contexts. Topics covered include: digital working and social media, LGBTQIA+ identifications and work, suicide at work, refugee workers, and mental health. A multi- and inter-disciplinary work, this handbook embraces ideas and empirical work from a range of fields including psychology, business and management, economics, and science. This handbook draws together current knowledge whilst also outlining emerging issues and directions, making this an invaluable resource for students and researchers spanning a wide array of disciplines. Part 1: Theoretical Perspectives Part 2: International Issues and Contexts Part 3: Developing Organizational Wellbeing Part 4: Emerging Issues and Directions

This book analyses decision-making in dynamic economic environments. By applying a wide range of methodological approaches, combining both analytical and computational methods, the contributors examine various aspects of optimal firm behaviour and relevant policy areas. Topics covered include optimal control, dynamic games, economic decision-making, and applications in finance and economics, as well as policy implications in areas such as pollution regulation. This book is dedicated to Christophe Deissenberg, a well-known and distinguished scholar of economic dynamics and computational economics. It appeals to academics in the areas of optimal control, dynamic games and computational economics as well as to decision-makers working in policy domains such as environmental policy.

This book brings together various threads of research in the field of gender mainstreaming. It aids in further supporting and understanding the role of gender in health and safety research, practice, and policy. It looks at gender mainstreaming as being recognised as key in cultivating sustainable worker health and working systems due to it being a central component of many international policy initiatives. This book deals with gender mainstreaming being advocated at a policy level, while focusing on the limited recognition and discourse on the issue of gender and its direct and indirect association to workers' health in the field of occupational health and safety. This book addresses problems facing gender-sensitive policies and outlines and reflects upon current best practice principles and practices to support the development and implementation of policies, interventions, and research initiatives.

This book introduces a framework to assist human resource practitioners and organisations embrace strategies that will drive high engagement levels within organisations with a union presence. The authors address established definitions of engagement and how they have been conceptualised in academic and practitioners' literature, before exploring and unpacking circumstances that influence levels of engagement amongst employees in a unionised environment. In doing so, the framework introduced elaborates on approaches and interventions with the greatest potential to create, improve, and embed high levels of engagement within the unionised work environment.

New edition includes additional pedagogical features following popular demand, including more real life case studies, reflective questions and implications for practice in each chapter Thoroughly revised and updated throughout, including a wealth of emerging and contemporary topics Includes a set of PowerPoint slides and a set of usful links to save instructors time Weaves together the individual and organizational perspectives on career development Links theory to application Makes literatures typically published in psychology, sociology, and HRM available to HRD majors Discusses career development among diverse populations to include underrepresented groups, women, and older employees Creates awareness of an area of practice within HRD that has been claimed to be a core aspect of the field but has, in reality, received far less attention than other areas, such as training and organizational development

This book explores social productivity in work teams on production sites, with an eye toward human welfare. It focuses especially on "sympathy management" by the use of multivariate analysis in a worldwide social survey. Manufacturing production sites have many work teams, and their activities support productivity. Productivity, however, is evaluated only by the production system. Therefore, the social system's sympathy evaluation as teamwork in the work team is completely disregarded by management activity. Management recognizes this social system and must upgrade teamwork as a social system from tacit to explicit knowledge as an appraisal system. Thus, this new paradigm significantly contributes to industrial society beyond conventional management. The work team's social system functions in a production system and affects team productivity. Therefore, it must take a bird's-eye view of social productivity as an overall strategy. Social productivity has two appraisal criteria, the social system's sympathy and the production system's productivity. Increasing explicit knowledge of sympathy as teamwork requires the perspective of human-social science. Social productivity has been verified through global deployment by social research and case studies and contributes to humankind's welfare on sustainable development goals and ISO56000, an innovation management system. Social productivity can also decrease opportunity loss based on ignoring the social system of the work team.

As organizations continue to adapt and evolve to meet the challenges related to globalization and working with new collaboration technologies to bridge time and space, demands on employees' time and attention continue to increase. Recognizing this problem and its implications, such as increased employee turnover, many companies are seeking ways to help their employees maintain a healthy balance between work and life. This book examines work-life conflict, i.e., the increasing lack of employees' work-life balance, in the context of virtual teams and distributed work. It explores the negative impact on work-life conflict exacerbated by working across time zones, cultures, and geographical spaces. Further, it investigates specific causes of work-life conflict in distributed work environments. For researchers and practitioners in the HRM and OB domains, this book adds to the body of knowledge on work-life conflict, with a unique focus on the role of technology.

Draws on internationally recognized Tavistock system * Builds on principles set out in related 'Introduction' * Contains contributions from leading thinkers and practitioners in a range of related disciplines

Misbehavior in organizations can be difficult for management to detect and correct, and as a consequence, the cost to organizations can be high. This book presents useful theories and empirical evidence that help to describe, explain, predict, and control both attitudinal and behavioral problems in an organizational setting. The book analyzes the current research, examines the causes of different types of misbehavior, and makes suggestions for remedies and managerial practices that can help to reduce its occurrence and impact.