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This paper aims to focus on the human side of inbound open innovation by analyzing the effects that the adoption of different knowledge search strategies for innovation has on new recruitment needs.

Building on several theoretical perspectives, the study proposes three hypotheses regarding the relationship between openness and the need to recruit people with high technical and social skills. Using a pooled panel data from the Uruguayan Innovation Survey between 2004 and 2012, the authors identify open strategies followed by the firm.

The estimation results using pooled panel data confirm that the adoption of inbound open search strategies for innovation demands the recruitment of new employees with higher technical and social skills. Technical skills are more likely to be demanded than social skills. The effects observed are moderated by the intensity in the use of knowledge and information sources (KISs).

This paper revisits the analysis of specific knowledge search strategies at the firm level. In doing so, the study looks for the effects of specific strategies combining different knowledge sources and considers different levels of use of external KISs, from narrow to wide. While other studies have analyzed the human factor as a determinant of the success of openness for innovation, this paper re-examines the direction of this relationship. Finally, the study contributes to the evidence from a Latin American country, where these topics have received less attention.

Existing research infers that in the information systems (IS) and information technology (IT) fields, a shift may occur between technical and non-technical skills. However, relatively little research has focused on going changes in terms of key skills in the IS suppliers sector. The purpose of this paper is to address this gap by investigating these skills evolution in the IS suppliers domain and discusses their impacts on IS and IT curricula.

This paper uses a qualitative method based on 15 semi-structured face-to-face interviews, with highly dedicated operational managers in senior positions in the field.

This study identifies, for the IS suppliers, the critical skills, which are basically non-technical, and peripheral skills, which are primarily technical. It then considers the consequences of this change and the necessary adaptations it requires for businesses and training for this field.

The findings suggest the need to redesign the educational curricula for future managers, and the adaptations required to the work organization, human resource management and business models of firms in the field.

The paper’s value is twofold. First, it focuses on IS service suppliers, an understudied area (most research examines IS outsourcing from the customer’s standpoint); second, it reveals the shift away from technical toward non-technical skills in a field that is intrinsically technical – a change that may occur more slowly than in other less technical sectors – and the consequences of this change for firms, education and society.

This study aims to identify the factors that influence customer satisfaction in the banking sector from the perspective of employee characteristics. More specifically, this study identifies the impact of employee etiquettes, employee performance, technical selling skills and customer-oriented behavior on customer satisfaction in the banking industry. The study also seeks to investigate the mediating effect of employee etiquettes, employee performance and technical selling skills on the relationship between customer satisfaction and customer-oriented behavior.

The data were collected with the help of a Likert scale questionnaire from the active banking customers in Karachi, Pakistan, who visit bank branches once a month minimum. For 268 responses, partial least square-structural equation modeling (PLS-SEM) technique was employed for hypothesis testing.

The results showed a positive and significant relationship between customer-oriented behavior and employee etiquettes, technical selling skills and performance. The employee’s customer-oriented behavior, etiquettes, technical selling skills and performance were also found to be significantly related with customer satisfaction. Finally, the results revealed that technical selling skills, employee performance and employee etiquettes partially mediate the relationship between customer-oriented behavior and customer satisfaction.

It is recommended that banking employees should adopt customer-oriented behavior in order to achieve and maintain customer satisfaction. The bank managers should also work on improving the etiquettes and performance of the employees and provide them detailed technical knowledge of the services and products offered by the bank.

Arguably, it is one of the first studies to examine the mediating effects of employees' technical selling skills and employees' performance on the relationship between customer orientation and customer satisfaction, specifically in the banking industry.

The purpose of this paper is to explore non-technical skills from the perspective of Australian business graduates who had recently made the transition from higher education into full-time employment.

A mixed-methods approach was applied through the use of an online survey containing closed and open-ended questions pertaining to graduates’ perceptions of the relative importance of non-technical skills, as well as graduates’ overall confidence levels in displaying these skills within the workplace. Data were analysed and further explored through 12 follow-up qualitative semi-structured interviews by using a constant comparative approach to identify common themes and factors.

The study revealed that the non-technical skill of self-management was reported as the most important skill for graduates who were managing the transition from higher education into the workforce. The non-technical skills which were classified to be associated with workplace socialisation and familiarisation were rated higher than those which were classified as being related to task completion.

Graduates commencing employment within a new workplace environment can benefit from the strategies reported, which assisted with the processes of workplace socialisation and familiarisation.

Perceptions of non-technical skills, from the perspective of graduates who are managing the transition process from higher education into full-time employment remains a relatively unexplored area within existing literature. This study reveals new insights into the experiences of graduates who are likely to be engaged with the issues surrounding the disparity between the expectations of higher education, industry, and the graduates themselves.

This paper investigates the integration of leadership training into IT curricula to develop current and future skills needed by the IT job market. The technical and non-technical skills required for IT professionals are presented and a conceptual model for including leadership training in technical courses is outlined. To implement this model, we adopted the Problem-Based Learning approach to teach an IT course. Qualitative and quantitative data were gathered, through a survey, from 52 undergraduate students in the College of Information Technology at Zayed University. Our results show that our adopted approach was successful in teaching IT skills as well as developing leadership skills. Given these findings, we highlight the importance and feasibility of integrating leadership development on a daily basis within technical courses to develop both the technical and non technical skills required by the job market.

The purpose of this paper is to provide an update on a longitudinal research study that examines the content delivery of courses provided by private training providers (PTPs) for first level managers (FLMs). It measures, against a contemporary soft skill model, the relevance of “off the shelf” training which is aimed at FLMs managerial soft skills, as opposed to “technical” or “hard skill” training. The research has been carried out over three phases. The paper will critically compare and contrast the results and determine if there are any prevailing management paradigms in the content of the courses.

There were three key phases undertaken during the research. Phase 1 involved developing a multi-dimensional best practise core soft skills framework for professional managers. The second phase involved a pilot study conducted as desk research using various online and direct marketing channels in researching 45 PTPs first line manager courses in the UK over a period of two months during October to November 2011, and this exercise was repeated in phase 3 during February and March 2015 using a sample (20) of the same 45 PTPs. Both exercises involved comparing and contrasting the Core Soft Skills Framework to the PTP courses using thematic and coding techniques.

The studies have revealed surprising omissions and contrary positions when it comes to teaching FLMs non-technical skills. On some PTP courses there appeared contrary positions taken up on key managerial concepts such as leadership. In both research phases, “delegation” is an area which FLMs receive significant training. The activity of delegation is an example of top down management used to demonstrate command and control paradigms within the workplace, and fails to take into account todays cultural behavioural shifts. There is also a total lack of acknowledgement on the impact technology is having on a younger generation of managers interpersonal and intrapersonal skills.

The best practise core soft skill framework is based on three key soft skill models which do not take into account soft skills for FLMs. These models do not presently exist. Both the initial study and 2015 follow-up are undertaken by desk research and the content marketing collateral as promoted by the PTPs. What actually happens on the courses themselves: broader management discussions, role play, sharing experiences, etc. cannot be evaluated as part of this research. No distinction has been made in the research with regard the length of the courses.

PTP FLM training is not irrelevant; it is necessary for managers. An issue is the training is pitched at concepts and skills which are too advanced for the FLM who are missing out on the basic non-technical skills. Without this fundamental introduction, it is teaching FLMs to run before they can walk. Of all the FLM courses now researched, there has only been one which covers all the soft skills identified in the framework. With so many core soft skills from the framework omitted from PTP FLM courses, how can FLMs be expected to grasp the basics of soft skills and apply them?

By breaking down the findings, this research can have considerable impact with regard the provision of training for new managers. It informs HR departments about the inconsistencies of new manager training between the providers, but it also highlights areas to new management which are not covered by the courses. For training providers it will act as a reminder that training courses need to be continually reviewed and redesigned to remain relevant as culture rapidly changes from a personal interaction society to a technology interaction society. As a result more emphasis needs to be placed on communication, teamwork, interaction type activities to build intuition and “nous”. Today’s young people are “streetwise” – in technology but not in personal relationships….

The purpose of this study is to determine whether there is a significant difference between employers and students on their perceptions of the importance of skills and traits critical for securing entry‐level employment in operations management. Another major concern in this study is whether employers value general skills more than technical abilities. To address our research questions, a two‐page questionnaire was developed. We found significant differences in mean scores between employers and students in their perceptions of the importance of general skills, technical skills, and personality characteristics. In addition, our findings indicate that employers value general skills significantly higher than technical skills. The results of this study provide a foundation for operations management programs in curricula reengineering and ultimately provide the business community with more qualified applicants.

Work-based learning is critical for enhancing employees’ skills and contributing to the firm’s performance. This paper aims to establish the effects of needs assessment on the relationship between training intensity as part of learning and how employees’ skills are reflected in firm performance.

The paper used the World Bank Tanzania Employees Skills Survey (TESS) dataset, which contains 424 firms. This paper estimated the moderated mediation model through partial least squares structural equation modelling (PLS-SEM) and employed the index of moderated mediation to determine if the model was correctly specified.

The results show that among three skills, i.e. technical, interpersonal/communication and work ethic skills, only the level of technical skills mediated the relationship between training and the firm’s performance. The index of moderated mediation suggests a threshold point for the firm’s training needs, above which the indirect effect of training on performance through technical skills starts to decrease. The negative correlation between the firm’s training needs and the indirect effect suggests that employees’ essential human capital qualities, viewed from the angle of their training needs, are among the key factors for executing effective training.

This paper’s conceptual model is limited because it does not incorporate an education variable for the trained employees. In addition, it only conceptualized the perceived most important skills of interpersonal communication, technical skills and work ethic, despite there being other skills that could have been considered. Moreover, the data only measured the present skill level at three on the Likert scale, providing limited room for skill level variance.

Those who decide which training programme deserves priority given limited resources and the firm’s goals need to understand that training is an addition to what their employees already have and, thus, should make extra efforts to equip them with more knowledge relating to their assignments. Moreover, this understanding should extend to the employees themselves.

The paper introduced and showed the necessity of training needs assessment to increase the value of training in enhancing the firm’s performance. We propose a model for assessing training intensity through process analysis. The respective model depicts a threshold point for the firm’s training needs, below which the training will work.

This study presents an innovative approach to Information and communication technology (ICT) skill training and employment generation for out-of-school and disadvantaged youths in Africa. With technical and policy assistance from the World Bank, ICTs can be used to revitalize technical and vocational training to meet skill and employment needs of disadvantaged youths in the region. The deplorable conditions of out-of-school youth and the state of secondary education in Africa underscore the urgency to engage disadvantaged youth in productive economic activities. An ICT-enhanced technical and vocational training program in Africa provides both private and social gains: it provides economic prospects for disadvantaged youth and; it adds to the development of the knowledge economy in Africa. The NairoBits Digital Design School in Kenya is presented as a model of a vocational and training school that uses ICTs to improve skill formation among disadvantaged youths in informal settlements in urban Africa. Meeting the objectives of an ICT-based training and employment generation program for underprivileged youth in Africa require strong regulatory frameworks and contributions from the World Bank. The involvement of the bank, particularly through private sector grants for ICT skill train in Africa will help to revitalize technical and vocational education and training in the region. Above all, the collaboration of government agencies, private businesses, other international development agencies and civil society groups in ICT skill training will help to meaningfully engage African youths in the development of their communities in the emerging knowledge economy.

Recent research suggests that more than two-thirds of people use online reviews to find a new primary care physician (PCP). However, it is unclear what role review content plays when a patient uses online reviews to decide about a new PCP. This paper aims to understand how a review's content, related to competence (communication and technical skills) and benevolence (fidelity and fairness), impacts patients’ trusting intentions to select a PCP. The authors build the model around information diagnosticity, construal level theory and valence asymmetries and use review helpfulness as a mediator and review valence as a moderator in this process.

The authors use two experimental studies to test their hypotheses and collect data through prolific.

The authors find that people have a harder time making inferences about the technical and communication skills of a PCP. Reviews about fidelity are perceived as more helpful and influential in building trust than reviews about fairness. Overall, reviews about the communication skills of a PCP have stronger effects on trusting intentions than other types of reviews. The authors also find that positive reviews are perceived as more helpful for the readers than negative reviews, but negative reviews have a stronger impact on patients' trust intentions than positive ones.

The authors identify how online reviews about a PCP’s competency and benevolence affect patients’ trusting intentions to choose the PCP. The implication of findings of this study for primary medical practice and physician review websites is discussed.