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Designing and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of the relationship between customer engagement (CE) and responsible business practices (e.g. environmental, social and/or governance [ESG], corporate social responsibility [CSR] and diversity, equity, and inclusion [DEI]) and explore customer engagement tensions that service organizations may face.

This research develops a list of CE-related responsible business practice tensions and empirically explores their relevance through in-depth interviews with nine ESG professionals.

This paper makes three important contributions. First, we find support for nine distinct but related tensions with implications for CE that organizations must navigate when pursuing responsible business practices. Second, interview participants provide some suggestions for tackling these tensions, which we support with relevant theories. Finally, we develop a conceptual framework that may stimulate future service research and inform the implementation of ESG strategies.

To the best of the authors’ knowledge, this research is the first to conceptualize and empirically explore the tensions that emerge between responsible business practices and CE. The authors develop a novel analysis of the CE-related tensions that emerge when pursuing an ESG strategy.

The findings are based on a small sample of ESG professionals. Future research may take a quantitative approach to further evaluate the role that these tensions play in engaging customers.

This research provides a conceptual framework that may guide ESG professionals in understanding, framing and navigating CE-related tensions when pursuing responsible business practices.

A social benefit may be found when service organizations are better able to successfully navigate CE-related tensions when pursuing responsible business practices.

The purpose of this paper is to focus on a unique population of airport security guards who work for a specific airline and are frequently sent abroad with short advance notice. The current study deals with the job burnout of these employees.

In total, 100 airport security guards, employees of a specific airline completed the Attachment Style Questionnaire, the Burnout Questionnaire and Demographic Questions.

Results indicated that the employees with the preoccupied style suffered more burnout than did those with secure and dismissive-avoidant styles. One of the possible explanations is that people with dismissive-avoidant style enjoy these multiple travels which enable them to be uninvolved with people surrounding them.

This study was based mainly on self-report of both the independent and the dependent variables, with all the disadvantages known to self-report methods.

Points for practitioners are: first, it is recommended to use a selection tool for airport security guards in line with the results of this study; and second, people with avoidance attachment style should potentially be suitable employees for short and multiple travel abroad.

Theoretically, this study contributes a new perspective of the Job Demands-Resources model, that is, the notion that in certain jobs and in specific situations (job demands) insecure attachment style may serve as a job resource rather than as an obstacle.

Purpose – This paper identifies skills necessary in order to succeed in Vietnam and proposes a training program to develop such skills. Design/methodology/approach – To determine necessary skills, 74 managers were interviewed using critical incident methodology to identify training needs. Critical incident approach asks respondents to describe the incident, its nature and consequences to provide context for understanding the managers’ problems. Findings – Local Vietnamese managers cited professional development (42 percent), basic business skills (29 percent), communication and cultural skills (18 percent) and legal understanding skills (11 percent) as most critical to succeed in international business. Foreign managers cited cultural understanding and awareness (34 percent), professional skills (23 percent), personal skills (20 percent), and interpersonal skills, language and communication skills. For Vietnamese managers, training includes leadership, problem solving, interpersonal skills, business basics, communication and culture. For expatriate managers, training presents the particular aspects of the local culture in a way that allows the foreign manager to become more effective through understanding and awareness. Research limitations/implications – The findings of this study and its training suggestions are based on findings from Vietnam. To be relevant outside Vietnam, the program may be adapted. Originality/value – This paper identifies the skills needed by Vietnamese and expatriate managers to be successful in international business. The findings and suggestions are valuable to managers and trainers involved in international business in Vietnam and Asia.

The purpose of this paper is to analyze the relation between perceived cultural distances and the willingness to adjust symbolic leadership by expatriates. Further, it is asked whether this adjustment has the potential to increase their acceptance as leader by the foreign workforce.

The research derives testable propositions from symbolic leadership theory and the theory about cultural distance and transfers them into a structural equation model in order to identify the impact of cultural distance on expatriates’ adjustment effort. Therefore, an empirical investigation among German expatriates in the Philippines was conducted.

The study contributes to the understanding of symbolic leadership in several unique ways. It is found that there is a relationship between perceived cultural distance and a willingness for symbolic leadership behavior in order to reduce social sanctions caused by unappropriated symbolism. The study shows that willingness to adopt foreign symbols does not lead to an increased acceptance.

This research implies that the willingness alone is not sufficient if the appropriate cultural knowledge and required skills do not exist. Thus, this study points to the importance of expatriates’ cultural knowledge for the success of foreign assignments.

The purpose of this paper is to assess the role that elapsed time and culture may play in affecting intergenerational influence (IGI) on brand preference. The results of an empirical study conducted in Mexico reveal that coincidence in family life‐cycle stage emerges as an important factor in determining IGI strength.

A total of 600 questionnaires were collected from 300 dyads of mothers/daughters. This research extends Moore et al.'s basic methodology and findings to the Mexican context by including daughters at different stages of their family life cycle covering a time frame of up to 15 years out of the parents' household.

The findings support results from previous research conducted in the USA, signaling IGI as influencing brand preferences. However, the results diverge by demonstrating that in certain cultural contexts (e.g. Mexico), coincidence in family life‐cycle may have a stronger influence on IGI than the amount of elapsed time not living with parents.

Understanding how IGI evolves in different cultural contexts may be applicable in the design of product and communication strategies leading to brand preference.

This study contributes to the literature by providing knowledge about the factors affecting consumers' brand preferences in Mexico, a country sharing cultural values with an important number of nations (including Latin America) where research conducted on these issues is scarce and where effective brand strategies need to be developed.

Pervasive forms of worldwide communication now connect us instantly and constantly, and yet we all too often fail to understand each other. Rather than benefiting from our globally interconnected reality, the world continues to fall back on divisiveness, a widening schism exacerbated by some of the most pronounced divisions in history along lines of wealth, culture, religion, ideology, class, gender, and race. Cross-cultural dynamics are rife within multinational organizations and among people who regularly work with people from other cultures. This chapter reviews what we know from our scholarship on cross-cultural interaction among expatriates, negotiators, and teams that work in international contexts. Perhaps more important, this chapter outlines what we need to learn – and to unlearn – to be able to see diversity as an asset in helping individuals, organizations, and society to succeed rather than continuing to understand it primarily as a source of problems.

The purpose of the present study is to examine the role of the feedback environment in expatriate adjustment and subsequent performance. Based on newcomer adaptation and sensemaking theories, the authors proposed that the supervisor and coworker feedback environments would serve as informational resources, reducing the ambiguity associated with the expatriate's new setting.

This study was conducted with a broad sample of assigned expatriates (N = 95) originating from 33 different countries and currently working in 35 different host countries. Mediation analysis using a bootstrapping methodology was conducted to test the hypotheses.

The authors found that the supervisor feedback environment and coworker feedback environment were both related to expatriate adjustment through role clarity. The authors also found that the supervisor feedback environment was indirectly related to expatriate job performance and intent to leave the international assignment through both role clarity and adjustment.

This study examines the extent to which the supervisor and coworker feedback environments enable expatriates on an international assignment. Expatriates face challenges that may be ameliorated by constructive feedback practices. The authors discuss how organizations can improve expatriate sensemaking and adjustment through improved feedback practices.

To investigate the factors predicting the career progression of hotel managers working in international hotel chains in Ireland, Europe and Asia.

The study uses a cross‐sectional questionnaire design consisting of 337 respondents. It investigates individual‐ and organisational‐level factors that potentially explain the career progression of hotel managers.

The study reveals significant differences in managerial progression in the three sub‐samples. A multiplicity of factors explains differences in advancement. These include demographic, human capital, psychological characteristics of the manager and organisational characteristics. The model developed in the paper explained significant variance in three measures of managerial advancement: salary level, number of job moves, and position reached in the hierarchy.

The study is based on self‐report data and the response rates are slightly below those reported for behavioural science research. The study does not gather the perceptions of the managers' superiors. The findings indicate that managerial advancement is explained by a complex set of factors, which would benefit from further investigation.

The study findings suggest important practical implications for the provision of training and development, individual and organisational career strategies, the role of networking in advancement and the respective roles of managers and organisations in managing careers.

The paper has a cross‐cultural dimension which to date is largely absent from this area of research.

The purpose of this paper is to provide insights into personalisation from a practitioner’s perspective to bridge the practitioner-academia gap and steer the research agenda. A wide scope of research has investigated personalisation from a consumer perspective. The current study aims at bridging the consumer and practitioner perspective by entering into a dialogue about the practical application of personalisation. It takes the personalisation process model by Vesanen and Raulas (2006) as the starting point.

Lead by the exploratory character of the study, semi-structured expert interviews were conducted with marketers, market researchers and online privacy specialists.

The results showcase how practitioners view the issues present in consumer research. First, they are overly positive about personalisation. Second, they are aware of constraining factors; findings showcase best practices to mitigate them. Finally, practitioners are aware of controversies surrounding personalisation and thus engage in ethical discussions on personalisation.

This study shows that practitioners have somewhat different believes about the utility and appreciation of personalised marketing practices than consumers. It also shows awareness of some of the key concerns of consumers, and that such awareness translates into organisational and technological solutions that can even go beyond what is currently mandated by law. Six insights into personalised marketing as well as expectations for the future of the phenomenon are discussed to steer the research agenda.

Insights into the practice of personalisation contribute to a shared understanding of this phenomenon between involved actors, such as marketers, advertisers, and consumer representatives. In addition, implications for lawmakers are discussed, suggesting that the implementation of privacy laws needs more clarity and that actions aiming at improving consumer knowledge are needed.

The paper contributes to the literature first, by drafting a descriptive map of personalisation from a practitioners’ perspective and contrasting it with the perspective stemming from consumer research and, second, by offering insights into the current developments and direct implications for practice and future research.