Assessments of the appropriateness and inappropriateness of behaviors play an important role in interactions in multinational corporations (MNCs). We develop a model of appropriateness that that illustrates how various arrangements in MNCs (e.g., geocentric staffing) may work to influence the...

This research poses the following basic research question: What is the value of emotional and informational responsiveness in service interactions and what are their antecedents? Through a cross-sectional study of 250 service interactions, this dissertation provides evidence regarding individual...

Depictions of organizational life have ranged from depictions of extreme alienation (Erikson, 1986) to extreme commitment (Butterfield, 1985; Kunda, 1992). However, the emotional portrait of workers may not be so easily captured by simple shades of positive or negative feelings. Rather, the rapid...

This research poses the following basic research question: What is the value of emotional and informational responsiveness in service interactions and what are their antecedents? Through a cross-sectional study of 250 service interactions, this dissertation provides evidence regarding individual...

We recently undertook the largest in-depth evaluation ever of automobile assemblyplants around the world. In the Second Round of the International Assembly Plant Study, wesurveyed 88 automobile assembly plants representing 20 companies and as many nations (see figure 1 for a distribution of...

Honda of America has developed a comprehensive approach to teaching the principles of leanproduction to its suppliers. The centerpiece of these efforts is a program called BP (for "Best process","Best Performance", "Bs Practice"), in which a crossfunctional team of personel born Honda and...

Hon& of America has developed a comprehensive approach to teaching the principles of leanproduction to its suppliers. The centerpiece of these efforts is a program called BP (for ?Best process?,?Best Performance ?, ?Bs Practice?), in which a crossfunctional team of persomel born Honda and...

This paper uses case studies of shop-floor problem-solving at three automotive assembly plants to examine organizational influences on process quality improvement. Three complex quality problems - water leaks, paint defects, and electrical defects - were chosen because they are universally found...