This work discusses the distinctive issues relevant to service providers and provides a range of integrated knowledge on employees in customer service roles. It is the first book to integrate theory and research on service providers. It presents the major themes that emerge in the literature regarding the service role. It also presents customer services from the unique view point of social psychology. It describes and explains the major concepts in service. The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. This book explores the factors that determine the performance of service providers, and points to important managerial implications.

Employee and manager rebellions occur more often than you might think. This book argues how important it is to take these protests seriously. The authors demonstrate that when middle managers rebel, they aren't just letting off steam, and that their acts of creative protest can even produce benefits for their companies. Rebellion can pay off!

"Freelancers possess a tremendous amount of knowledge, skill, and ability. Identifying, defining, and implementing talent management strategies aimed at ensuring the effective management of non-traditional knowledge employees in an organization are the key themes of this book"--

People need dignity and autonomy at work. If they are denied this, there will be a strong tendency to resist working conditions and misbehave at work. This book presents and analyses stories about people's resistance in working life that make us reflect upon how employees are treated at work and consequences thereof.

Sleep disorders and disruptions are commonly associated with negative mood, hostility, poor concentration, and ego depletion. And while researchers have long investigated the widespread negative effects of shift work on individuals, the knowledge derived from these studies is rather limited to those with non-linear work schedules. However, whether employees are clocking in a normal 9-5 or trudging through the graveyard shift, sleep is a crucial activity for us all. If the quantity and quality of our sleeping patterns are disrupted, the consequences affect not only the employee but for the organization they work for, as well. Work and Sleep: Research Insights for the Workplace addresses the effects of sleep on employee and organizational functioning, and the impact of common work experiences on a night's rest. With a team of influential organizational psychologists at the helm, the editors lead a group of expert contributors as they each explore the issues that, regardless of industry, matter in work force well-being today.

This open access book is geared towards providing insights and stimulating new thinking about the changing nature of services, service work and workers, and service experiences during and after the COVID-19 pandemic in 2020, particularly focusing on digital service technology. This book serves as a useful resource for business practitioners and academics in the areas of service and human resource management. Each chapter deals with specific current issues within these industries due to COVID-19 and issues that will come up post-pandemic. As COVID-19 is expected introduce novel methods to the service sector, such as untact service, telecommuting, alternative work arrangements, job crafting, and new work skills, digital technology is becoming more important than ever before. This books provides a range of examples and cases to elaborate on the effective application of digital service technology in order for businesses to stay relevant in the current climate.

Wilfredo Manese's expert, down-to-earth guide, based on his extensive experience in the field of corporate employment testing and litigation, provides detailed answers to specific questions of concern to personnel managers and administrators regarding the administrative, psychometric, and legal aspects of testing. Its question-and-answer format breaks down information in a way that best meets the typical day-to-day needs of busy personnel professionals. At the same time, it serves as a one-volume resource for the major substantive issues that surround employment testing.

The unconscious dynamics that surface in groups when authority is exercised are of paramount importance in Group Relations Conferences; this volume addresses these considerations through research findings and speculation on the future of Group Relations both within conferences and outside of them. This is the sixth instalment in a series of books based on Tavistock Group Relations Conferences and contains a collection of papers presented at the sixth Belgirate conference. Combining chapters on theory and practice, this volume delivers a meditation on the relationships between the physical spaces we inhabit or co-create, the psychic, inner or spiritual space and the liminal space in-between. Group Relations provides a window of understanding into why inequity and intergroup hostilities pervade the modern world alongside a method that illuminates how people consciously and unconsciously contribute to these tensions, whether personally, in groups or in organisations. This will be an invaluable resource for practitioners, academics, and scholars of Group Relations, as well as managers and organisational members wanting to learn more about how Group Relations methods can contribute to their organisational success.

Working in non-conventional settings is on the rise in today's business world. It is important to understand every angle of such employment in order to choose the arrangement that will work best for each company. Anywhere Working and the New Era of Telecommuting is an essential research publication for the latest information on flexible work arrangements and how these are made possible through recent developments in ICT. Featuring extensive coverage on a range of topics such as virtual offices, digital inclusion, and telehealth, this book is ideally designed for researchers, professionals, and managers seeking current research on the methods, benefits, and disadvantages of non-traditional working environments.

'In the Research Handbook of Expatriates, Yvonne McNulty and Jan Selmer have created a seminal work that should be on the bookshelf of all social scientists who work in the field of expatriation. More senior scholars will appreciate the ''deep dive'' each chapter takes into the literature, each one acting as a reservoir they can draw from to powerfully inform their future research efforts. Doctoral students and newly minted PhDs will find this book to be especially valuable - the final chapter of the book alone provides inestimable career and ''how-to-publish'' guidance for them in the field of expatriation. The coverage of the history, construct, milieu, research methodologies, and issues is the best I have come across in a single volume in over 30 years of working in the field. In short, this is a monumental contribution to the study of expatriates and global mobility.' - Mark E. Mendenhall, University of Tennessee 'McNulty and Selmer's edited volume does a wonderful job of consolidating and integrating everything we know about expatriates and their different types. This long-overdue Handbook, featuring chapters by top researchers, lays a trail for scholars to further advance the study of expatriates.' - Joyce Osland, San Jose State University 'McNulty and Selmer's edited book of readings on virtually all aspects of expatriates deserves a prominent place in the library of researchers and practitioners interested in this subject. The Handbook provides a historical overview as well as the latest trends in expatriate studies and concludes with useful guidelines on how to conduct as well as improve the quality of research in this field.' - Rosalie L. Tung, Simon Fraser University, Canada Constituting a comprehensive and carefully designed collection of contributions, the Research Handbook of Expatriates provides a nuanced and up-to-date discussion of expatriates. Theoretically broad and groundbreaking, it offers important and contemporary insights into emerging areas of research warranting future consideration. Drawing upon a range of perspectives from the field?s most distinguished academics, contributions review the history of the literature in relation to expatriates, from the development of the expatriate construct through to the current state of research on business expatriates. Subsequent chapters progress into detailed examinations of the various types of business expatriates including LGBT, self-initiated expatriates, female assignees, inpatriates, international business travellers and commuters, and millennials. Other themes include expatriate performance, adjustment, expatriates to and from developing countries, global talent management, and expatriates? safety and security. The Research Handbook also covers expatriates in diverse communities such as education, military, missionary, sports and ?Aidland?, and provides additional commentaries relating to methodological issues, research with practitioners, case studies, biculturals and ATCKs, and global families. The Research Handbook concludes with publishing advice for PhD and early career researchers. Stimulating insightful new areas of study, this collection is a must read for academics and scholars in the field of expatriate research, international management, global human resource management and business administration. It also offers a wealth of guidance for executives and recruiters along with expatriates and professionals who may expatriate. Contributors: M. Andresen, C. Brewster, L. Care, J.-L. Cerdin, L. Clarke, D.G. Collings, M. Collins, A. Corbin, M. Crowley-Henry, M. Dickmann, H. Dolles, R. Donohue, C. Doss, B. Egilsson, A. Fee, K.L. Fisher, K.J. Hanek, A. Haslberger, T. Hippler, K. Hutchings, M. Isichei, J. Lauring, L. Makela, R. McPhail, S. Michailova, M. Moeller, B. Oberholster

Sickness absenteeism is a widely researched workplace health problem that has long been seen as a cost to employers. However, recent literature indicates that the counterpart of absenteeism - termed as 'presenteeism' which refers to the practice of coming to work despite health complications, such as illness, injury or anxiety - often results in reduced productivity. Although presenteeism is much more costly compared to absenteeism, it is not yet common practice in organizations to measure the costs and use it as one of the Key Performance Indicators (KPIs).
The author presents the important issues related to the nature and extent of presenteeism and cites examples from different studies. The book discusses in depth why employees come to work despite being sick, strategies to manage presenteeism behavior and who should be taking the lead in managing such employee behavior. In addition, the author also includes three studies conducted in Singapore on the different aspects of presenteeism. The book offers a chapter on how to measure the cost of presenteeism to aid readers in measuring the cost of presenteeism in their own respective organizations.

In this book the authors create a statistically validated scale measuring the display of each of the nine fruit of the spirit in employees. The authors will discuss how biblical values are applicable to contemporary organizational leadership and management. These nine virtues span a wide breadth of important personal and organizational attributes including benevolence, affection, gladness, relational harmony, tranquility, perseverance, helpfulness, caring for the welfare of others, adherence to the beliefs and value of others, power used soberly, and mastering one's desires. While diverse in nature, the list also suggests a holistic development of personal and organizational character. Understanding the manner in which these traits can be measured will be a significant benefit to HRM and HRD scholars conducting research in Christian servant leadership.

Leading practitioners in the field of psychological assessment approach the topic of psychological assessment in business from a variety of perspectives in this handbook, which is designed to acquaint human resource executives with the benefits of this type of employee screening. Human resource consultants review the elements of psychological testing, psychologists outline the testing and evaluative process, and executives representing a variety of businesses illustrate its effectiveness in case examples. This approach demonstrates that the goal of psychological assessment, successfully matching a prospective employee to a particular job, can be achieved by using many different formats.

The text is careful to emphasize the need for trained psychologists to administer the assessment procedures and evaluate the results. Managers at all levels are then advised how best to utilize these results to minimize employee turnover. A typical assessment profile, including the written report, illustrates the nature of this valuable tool, and some of the oldest consulting firms in the country--as well as companies which currently use psychological assessments--describe its cost-efficiency in depth. End of chapter bibliographies provide access to further examination of the process and its applications, and the work concludes with a look to the requirements of tomorroW's job market and how psychological assessment can help meet those needs.

This book provides a cutting edge look at the experience of worker representation in the employment relations of workplace health and safety. Examining the extent to which existing arrangements deliver results, this book reflects on whether the effectiveness of worker representation is eroded or enhanced by current regulatory and organizational constructs.

At a time of shrinking budgets and increasing demands, libraries are facing problems in meeting their needs for new collection development specialists. This volume proposes creative solutions to the three significant problems experienced by library administrators: attracting new collection development librarians, educating them in appropriate library school programs, and training them to perform their jobs. The chapters in this book, written by leading collection development officers, practitioners, and educators, cover innovative ways of looking at the entire range of collection development activities, from goals and objectives in staff development for collection work to scenarios from the next millennium.

Litigator, teacher, and scholar Stephen Kohn presents a comprehensive, unified examination of the 35 federal laws that protect whistleblowers and their rights, plus the common law protections available in each of the 50 states. For the first time in one easily accessed volume, readers will find the basic principles upon which all whistleblower law is premised. Mr. Kohn lays out the basic legal principles applicable to almost every whistleblower case, such as the scope of protected activity and who qualifies for protection. He shows what constitutes discriminatory conduct, what type of evidence demonstrates that improper retaliation occurred, the burdens of proof on both the employee and employer, how to calculate damages and attorney fees, common settlement and fundamental procedural issues, and much more, all in meticulously documented detail and a readable, engaging style.

Built upon Mr. Kohn's extensive practical experience and his scholarly research and teaching, not only is the book an essential resource for study and analysis of whistleblowing issues, but it is also a step-by-step guide for conceptualizing and litigating them. Attorneys with specialties in a wide range of fields involving whistleblower law and related policy issues will find a thoughtful, comprehensive examination, and an immediately applicable courtroom aid. It will also be important for human resource executives, labor union officers and attorneys, government contractors, and recipients of government grants, university and government libraries, federal agency executives and specialists, public interest and good government organizations--and many others who have become fascinated by this relatively new, but long-time coming, branch of the law, how it developed, and how it is being applied today.

This book presents the fundamentals and applications of solution-focused coaching both in individual coaching and in coaching entire teams. It provides central tools for consulting as well as an extensive collection of solution-focused coaching questions for practical use. In the second part of the book, methods and procedures for conducting team coaching workshops are presented. The book is aimed primarily at coaches and consultants who want to enrich their work with solution-focused coaching, as well as managers especially in the field of human resource management.

This book uses stigma theory to provide meaningful insight into the coping mechanisms of employees who experience critical and judgmental reactions to their religion in the workplace. Thomson's research synthesizes the various models of invisible diversity management and offers strategies for application at the organizational level.