Purpose: The purpose of this paper is to identify attributes and practices that are salient for effectiveness in middle- and senior-level service leadership positions. Design/methodology/approach: Critical incident interviews were conducted with 17 key informants, who were service leaders in...

In a qualitative interview study, 20 Hong Kong Chinese informants were asked to report stories about colleagues who were either 'good soldiers' or 'good actors'. In stories about good soldiers, informants attributed their colleagues' organizational citizenship behaviour (OCB) primarily to...

This article considers power inequality in the context of cross-cultural organizational learning. A qualitative study of five Japanese subsidiaries operating in the People's Republic of China revealed that the Japanese had invested considerable effort into replicating and reinforcing the...