Cyborgs as Frontline Service Employees: A Research Agenda

The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.Purpose This paper identifies and explores potential applications of cyborgian technologies within service contexts and how service providers may leverage the integration of cyborgian service actors into their service proposition. In doing so, the paper proposes a new category of ‘melded’ frontline service employees (FLEs), where advanced technologies become embodied within human actors. The paper presents potential opportunities and challenges that may arise through cyborg technological advancements and proposes a future research agenda related to these. Design/methodology This study draws on literature in the fields of services management, Artificial Intelligence [AI], robotics, Intelligence Augmentation [IA] and Human Intelligence [HIs] to conceptualise potential cyborgian applications. Findings The paper examines how cyborg bio- and psychophysical characteristics may significantly differentiate the nature of service interactions from traditional ‘unenhanced’ service interactions. In doing so, we propose ‘melding’ as a conceptual category of technological impact on FLEs. This category reflects the embodiment of emergent technologies not previously captured within existing literature on cyborgs. We examine how traditional roles of FLEs will be potentially impacted by the integration of emergent cyborg technologies, such as neural interfaces and implants, into service contexts before outlining future research directions related to these, specifically highlighting the range of ethical considerations. Originality/Value Service interactions with cyborg FLEs represent a new context for examining the potential impact of cyborgs. This paper explores how technological advancements will alter the individual capacities of humans to enable such employees to intuitively and empathetically create solutions to complex service challenges. In doing so, we augment the extant literature on cyborgs, such as the body hacking movement. The paper also outlines a research agenda to address the potential consequences of cyborgian integration

Planning an employee Spanish training program at the community college level

The purpose of this study was to research the process of planning and creating an employee Spanish training program. The researcher determined employees\u27 previous knowledge of the language and culture as well as training preferences utilizing two surveys (n = 120) and a personal interview (n = 15). Surveys were statistically analyzed using SPSS software to determine frequencies, percentages, means and standard deviations and the interviews were analyzed using a content analysis procedure. Research on adult learning theories, program planning theories and exemplary Spanish training programs complemented the quantitative and qualitative data collected. The study revealed that CCC employees had marginal knowledge of the language and culture but held positive attitudes toward the training and Hispanics in general. Employees also preferred multiple methods of instruction, including an interactive classroom approach coupled with computer-based reinforcement. Training preferences included weekly sessions of 1.5 hours with ample opportunity for transfer of learning. Suggestions for creating an effective Spanish training program based on employees\u27 backgrounds and preferences, as well as adult learning theory and program planning theory are explained

Successfully Executing Ambitious Strategies in Government: An Empirical Analysis

How are senior government executives who attempt to execute an ambitious vision requiring significant strategic change in their organizations able to succeed? How do they go about formulating a strategy in the first place? What managerial and leadership techniques do they use to execute their strategy? In this paper, these questions are examined by comparing (so as to avoid the pitfalls of "best practices" research) management and leadership behaviors of a group of agency leaders from the Clinton and Bush administrations identified by independent experts as having been successful at executing an ambitious strategy with a control group consisting of those the experts identified as having tried but failed at significant strategic change, along with counterparts to the successes, who had the same position as they in a different administration. We find a number of differentiators (such as using strategic planning, monitoring performance metrics, reorganizing, and having a smaller number of goals), while other techniques either were not commonly used or failed to differentiate (such as establishing accountability systems or appeals to public service motivation). We find that agencies that the successes led had significantly lower percentages of political appointees than the average agency in the government. One important finding is that failures seem to have used techniques recommended specifically for managing transformation or change as frequently as successes did, so use of such techniques does not differentiate successes from failures. However, failures (and counterparts) used techniques associated with improving general organizational performance less than successes.

OVERCOMING RESISTANCE WHEN ADOPTING A STRENGTHS-BASED CASE MANAGEMENT SERVICE DELIVERY MODEL

In 2016, Rapp & Goscha’s (2012) Strengths-based Case Management (SBCM) Service Delivery Model was adopted as an agency wide, best practice within Organization X. However, the clinicians within Service N, who support persons with developmental disabilities and mental illness known as a dual diagnosis, resisted this service delivery model implementation. Outcome measures following implementation for those with a dual diagnosis were poor. Specifically, goal attainment and fidelity scores were consistently lower since Rapp & Goscha’s (2012) SBCM Service Delivery Model implementation. This Organizational Improvement plan (OIP) examines which leadership theories and frameworks could address the resistance in adopting Rapp & Goscha’s (2012) SBCM Service Delivery Model. Using transformational leadership, Cawsey et al.’s (2016) Change Path Model and Kotter’s (1996) Eight-step Model, a proposed change plan was suggested which identifies two solutions. Solution one involves family and caregiver participation in gathering pertinent information for the Strengths Assessment and Personal Recovery Plan when a client is unable to provide this information. Solution two involves differentiated capacity-building which augments tools to deliver service based on a client’s multiple intelligences and learning styles. Both solutions will be implemented in combination within the change implementation plan. This OIP outlines the need for change, monitoring and evaluation components of the change plan and future considerations

Cultural Intelligence and Diversity in Higher Education: A Case Study from Bahrain

Universities and different higher education instructions in Bahrain are multicultural in nature. In this context, cultural intelligence (CQ) is a tool that can increase an individual’s ability to interact with people outside their culture. This study aims to provide a shred of empirical evidence on the value of using a coherent organizational framework of Cultural Intelligence to pursue tasks effectively in diverse contexts. Hence, a qualitative research design was used to achieve the research objectives. The study employs in-depth Interviews with 72 participants from different higher education instructions in Bahrain Company to collect the required data for this research effort. The open-ended qualitative questions have enabled participants to provide supplementary evidence around cultural intelligence and were valid for interpretation. This study provides an understanding of how individuals perform in multicultural environments, which can be helpful to managers in formulating new motivational strategies to enhance employee performance in higher education. The results show significant characteristics that predict employees ability to function effectively in a multicultural work environment. These findings have implications for different higher education instructions in Bahrain and other companies looking for survival and growth in the global marketplace. Given the research findings, senior leaders of additional higher education instructions in Bahrain should prioritize CQ, define and develop its goals, and value employees with high CQ to improve organizational performance in international assignments

Developing management skills through experiential learning: the effectiveness of outdoor training and mindfulness

The primary goal of this study is to develop a tool to measure the personal and interpersonal skills of individuals who participate in experiential learning based on outdoor training and mindfulness sessions. This paper presents the results of an application of this method to a sample of 97 participants (49 employees and 48 master’s and undergraduate students). Using competency questionnaires, participants were evaluated by managers and tutors. Participants were assessed individually. The following competencies were analysed: teamwork, communication, leadership, motivation, stress tolerance, organisation and planning, responsibility, and analysis, resolution and anticipation of problems. The results show that students and employees require further development in terms of their leadership, teamwork, responsibility and stress tolerance. Teamwork should be promoted. Individuals should be encouraged to delegate and accept opinions, ideas and criticism from other team members. It is important to identify the leader and the followers. This requires all individuals to accept their roles and responsibilities by taking charge of their actions. For the sample of workers, the manager’s evaluations were consistently less positive than the evaluations by the workers themselves

Cultural Intelligence in the School

A wide range of research, including Scribner's cultural psychology, work by Rogoff and Lave on daily and situated cognition, and the notion of funds of knowledge (Moll et al.), has demonstrated that all people have cultural intelligence which allows them to address and resolve many problems in daily life. In the same vein, the study of successful educational actions within the framework of the INCLUD-ED project reveals that more types of intelligence must be included in schools if educators are to respond successfully to the educational demands of highly heterogeneous classrooms. Using two case studies of community-based educational projects in Spain, this article shows how it is essential to recognize the cultural intelligence of all students in order to connect learning in classrooms with life outside school and thus provide meaning and a context for school knowledge

Closing the Gap in Career Selection Pathways: Factors that Influence Career Indecision of High School Students in the US.

Based on Donald Super’s Developmental Self-Concept theory, Osipow’s theory of career development, Crite’s career maturity theory, and Bandura’s social cognitive theory; this study observes the impact of Self-Efficacy (specifically Career Decision Self-Efficacy) on Career Indecision in high school students of the United States by applying the Career Decision Self Efficacy scale (CDSE) (Taylor and Betz, 1983), and the Career Decision Scale (CDS) (Osipow, 1987) to a sample 250 high school students. A comprehensive study of the major theories related to career development is performed as well as an analysis of relevant factors that impact career decision. When applied in educational and psychological contexts, the findings of this study provide several additions to the extensive body of studies related to Career Decision Self-Efficacy and Career Indecision. Furthermore, data analysis performed sustains that the Career Decision Self Efficacy scales should be taken as a whole unit and that there is a significant difference in the impact of Self-Efficacy Planning on Career Indecision in female students over male students. Recommendations for further research as well as observations are included accordingly

Army Continuing Education System: The Role of Emotional Intelligence in Army Education Leadership as It Pertains to Team Performance

The purpose of this study was to determine if the level of emotional intelligence of Education Services Officers and Education Services Specialists plays a role in team performance of Counselors while taking into consideration organizational climate and job satisfaction. All 208 Education Services Officers, Education Services Specialists, and Counselors around the world were asked to participate in this study. The Education Services Officers and Education Services Specialists were asked to complete the Emotional Quotient-inventory: Short (EQ-i: S) online. Army Education Counselors were asked to complete a newly constructed survey, Team Performance, Job Satisfaction, and Organizational Climate in ACES, which was administered online. Responses to the surveys were provided by 36% of the Army Continuing Education System personnel. A multiple regression analysis determined there was not a significant relationship between the EQ-i: S score of Education Services Officers and Education Services Specialists and the team performance level of Army Education Center Counselors while taking into consideration organizational climate and job satisfaction. However, both job satisfaction and organizational climate levels were found to have strong, positive relationships with team performance levels among Counselors at the .001 level. Additional analyses were conducted to determine the effects of age and gender on emotional intelligence, team performance, organizational climate, and job satisfaction levels. The effects of age were not found to be significant. However, the effects of gender on team performance, job satisfaction, and organizational climate levels were found to have strong, positive relationships that were statistically significant. By knowing the factors that influence team performance levels, the Army Continuing Education System can improve measures that influence job satisfaction and organizational climate at Army Education Centers

Analysis of Employee Spirituality on Organizational Behavior

This article aims to study spirituality where it is a new discussion in the study of organizational behavior. By conducting a literature review, this article discusses the concept of spirituality, developments and research examples, as well as several theoretical concepts from previous research that can be used as a reference for the development and theoretical growth of spirituality studies on organizational behavior. In the future era, the study of spirituality can be further developed by strengthening the theoretical foundation and improving the design of empirical research methodologies.Artikel ini bertujuan untuk mempelajari spiritualitas dimana hal tersebut merupakan pembahasan baru pada kajian perilaku organisasi. Dengan melaksanakan kajian literatur, artikel ini membahas konsep spiritualitas, perkembangan dan contoh penelitian, serta beberapa konsep teoritis dari penelitian sebelumnya yang bisa dijadikan acuan perkembangan dan pertumbuhan teoritis kajian spiritualitas pada perilaku organisasi. Di era mendatang, kajian spiritualitas bisa dikembangkan lebih lanjut dengan menguatkan landasan teoritis serta meningkatkan desain metodologi penelitian empiris