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This article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind (PM).

A total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).

The results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.

Although previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.

Several studies have been made that analyze factors that affect the demand of tourism from several optics. This paper aims to study the factors that determine the demand for tourism in Mexico, through an econometric analysis, by using the Johansen cointegration model (1991) to determine the long-term elasticity between the demand of tourists and the wealth related to its main markets (the USA and Canada) and the relative prices in Mexico and its two main competitors (the Dominican Republic and Costa Rica).

The authors used econometric analysis using Johansen’s cointegration model (1991), using as a dependent variable the demand of tourists from the main countries of origin (the USA and Canada), taking as data the number of tourists by air in the period 1980-2015, according to information from the SIIMT. The independent variables are the relative wealth of the country of origin of the tourists (wealth of the tourist in Mexico concerning the wealth in their country of origin) and the relative prices of the destination country with respect to the country of competition. The source for per capita income and the consumer price index is the World Bank.

The results obtained in this document show that in the long-term the price is a factor of impact in the purchase decision of both markets analyzed. Presenting an elastic demand to the price, which implies that the market is sensitive to the variations of the price of tourist services, opting for the destination that offers better prices, with a higher sensitivity to the price when compared with Costa Rica. Coinciding with previous studies carried out in other tourist destinations, such as in the work of Patsouratis et al. (2005).

The main contribution of this work is to determine the long-term relationship, through a cointegration analysis of Johansen (1991). A methodology that has not been used to perform a competitive analysis between countries. Additionally, the present work uses variables different from those considered in previous works; the dependent variable is the demand of tourists from the main countries of origin (the USA and Canada) and as dependent variables the relative wealth of the country of origin of the tourists (Wealth of the tourist in Mexico with respect to wealth in their country of origin) and the relative prices of the destination country with respect to the country of competition.

This paper aims to find the best tools to influence the improvement of sustainability in food supply chains (FSCs) by conducting a systematic review of articles. The reader will learn how the different industry 4.0 tools (I4.0T) benefit the FSC and the limitations of each tool.

A review of 436 articles published during the period 2019 to 2022 referenced in the Scopus and Web of Science databases was performed. The review was limited to articles published in English and directly related to Industry 4.0, circular economy and sustainability in the food supply chain.

The results show different contributions of I4.0, with some being more influential than others in improving sustainability in FSCs; for example, Internet of Things and Blockchain have been shown to contribute more toward transparency, traceability, process optimization and waste reduction.

The paper's contribution consisted of ranking according to their importance and the I4.0T that affect sustainability in FSCs by classifying the aspects of each tool and the sustainability factors through a categorization by the Analysis Hierarchy Process.

The purpose of this paper is to review the relevant literature in order to identify trends and suggest some possible directions for future research in the framework of humanitarian aid distribution logistics with accessibility constraints.

The authors developed a systematic literature review to study the state of the art on distribution logistics considering accessibility constraints. The electronic databases used were Web of science, Scopus, Science Direct, Jstor, Emerald, EBSCO, Scielo and Redalyc. As a result, 49 articles were reviewed in detail.

This study identified some gaps, as well as some research opportunities. The main conclusions are the need for further studies on the interrelationships and hierarchies of multiple actors, explore intermodality, transshipment options and redistribution relief goods to avoid severe shortages in some nodes and excess inventory in others, studies of the vulnerability of transport networks, correlational analysis of road failures and other future lines.

The bibliography is limited to peer-reviewed academic journals due to their academic relevance, accessibility and ease of searching. Most of the studies included in the review were conducted in high-income countries, which may limit the generalizability of the results to low-income countries. However, the authors focused on databases covering important journals on humanitarian logistics.

This paper contextualises and synthesises research into humanitarian aid distribution logistics with accessibility constrains, highlights key themes and suggests areas for further research.

Catering services play important role in the Spanish economy, accounting for 6.2% of GDP in 2021. To overcome the adverse economic impacts of COVID-19, catering services are considered one of the drivers to stimulate economic growth. Hence, the main aim of this paper is to analyse the sociodemographic profile of the family's main breadwinner who allocates most of his expenditure budget on different catering services before and during the pandemic caused by the COVID-19 in Spain.

The official Family Budget Survey in Spain was used. This offers information on expenditure by families in 2019 and 2020. CHAID multivariate analysis was employed. This has proved a valuable tool in predicting expenditure, as well as determining the cause–effect relationship of this expenditure.

Findings establish the main breadwinner's expenditure on catering services based on predictors such as “year” affected by the pandemic; “type of employment contract”; “gender”; and “age”. A gender “pub-gap” in consumption in bars and cafes has been revealed, and families with a male breadwinner, on a permanent contract, between the age of 40 and 60 spent the most on catering services.

This research presents a new interdisciplinary approach to family breadwinners as a company whose spend on catering is shaping the economic recovery and leading to new answers for hospitality management. Identified factors can lead to improved decision-making and contextualisation of economic models for food service providers in a post-pandemic future.

This paper aims at providing an overview and synthesis of the existing body of knowledge about greenwashing. Special attention is paid to the articles directly linked with agriculture, food industry and food retail.

A bibliometric analysis was performed over 351 documents extracted from the WoS database, using SciMAT and VOSviewer software programs.

Three periods in the academic literature about greenwashing can be distinguished: ground-setting (2003–2010), trail-blazing (2011–2015) and remarkable growth (2016–2020). Along this evolution, a body of knowledge which stemmed from the literature about CSR has achieved a major development, deploying different research lines such as stakeholders' management, marketing and communication and audit. A specific analysis of the academic literature about greenwashing in agriculture, food industry and food retail has been carried out, showing a need for further development.

The development of scientific knowledge about greenwashing puts this social claim on the spotlight of business management studies, helping to fight greenwashing and, this way, to reduce the environmental impact of corporate activities. Studying greenwashing will help to reduce its frequency and, therefore, heal the planet.

Some previous studies have provided systematic reviews of the literature using different approaches, but they did not untangle the intellectual structure and the evolution of the body of research about greenwashing. This article originally provides a thorough analysis of these aspects, as well as a closer look at the impact of greenwashing practices in the academic literature regarding agriculture, food industry and food retail.

This paper aims to analyze the spillover effects between online food delivery providers’ (OFDs) performance and restaurant brands. It proposed a model of three determinants for e-satisfaction with OFDs and related these variables to restaurants’ brand satisfaction, image and loyalty.

A survey was designed, and 332 responses from delivery apps users in Ecuador were collected. A partial least squares structural equations model was applied.

The three proposed determinants of OFD satisfaction were significant: e-service quality, personal aspects of delivery workers and perceived food quality. Regarding the spillover effects, e-service quality and personal aspects had an influence on perceived food quality, mediating a chain of effects on restaurants’ brand satisfaction, image and loyalty.

Data were collected before COVID-19. Further studies will need to be undertaken in the context of the COVID-19 pandemic because minimal contact between delivery workers and customers is expected. In addition, food quality perceptions may include new concerns about biosafety norms.

Practices aiming to improve the service experience with OFDs are suggested, including proper training, supervision and improvement of delivery workers’ conditions. On the other hand, because restaurants do not control OFD’s performance, their contractual agreements should focus on avoiding service failures that erode restaurants’ brand equity.

This paper fulfills the need to study the spillover effects in the context of the collaborative economy, where delivery companies, delivery workers and restaurants work together to provide a service, and the performance of one of the parties impacts the consumers’ perceptions of the other party.

本调查旨在分析在线食品配送提供商 (OFD) 绩效与餐厅品牌之间的溢出效应。 它提出了 OFD 电子满意度的三个决定因素模型, 并将这些变量与餐厅的品牌满意度、形象和忠诚度相关联。

本研究设计了一项调查, 并收集了来自厄瓜多尔交付应用程序用户的 332 份回复。 应用PLS结构方程模型。

OFD 满意度的三个拟议决定因素非常重要：电子服务质量、送货员的个人方面和感知的食品质量。 关于溢出效应, 电子服务质量和个人方面对感知食品质量有影响, 调节对餐厅品牌满意度、形象和忠诚度的连锁影响。

本研究数据是在 COVID-19 之前收集。 由于预计送货员和顾客之间的接触最少, 因此需要在 COVID-19 大流行的背景下进行进一步研究。 此外, 食品质量认知可能包括生物安全规范的新担忧。

本研究建议采取旨在改善 OFD 服务体验的做法, 包括适当的培训、监督和改善送货工人的条件。 另一方面, 由于餐厅不控制 OFD 的绩效, 因此他们的合同协议应着重于避免服务失败而损害餐厅的品牌资产。

本文满足了研究协作经济背景下溢出效应的需要, 在这种情况下, 送货公司、送货工人和餐馆共同提供服务, 其中一方的表现会影响消费者的 对方的看法。

The “tourism living systems” (Tourism Living System – TLS) concept is underdeveloped, with limited relevant theoretical analysis to understand how it can support the transformations of tourism systems towards healthy communities and places. This paper aims to conceptualise TLSs and key stakeholder roles for enacting regenerative tourism using a living systems perspective.

Knowledge synthesis and co-production were used to identify the conceptual framework and its applications. Knowledge synthesis was undertaken through a scoping review of the regenerative tourism literature and supplemented by a consultation exercise with leading regenerative tourism practitioners. Co-production of knowledge involved case study research to assess the conceptual framework's practical applications and revise it with regenerative tourism practitioners.

The study revealed that regenerative tourism is informed by living systems' thinking. The authors identify five diverse, interdependent and interconnected stakeholder roles from the case studies and scoping review. All stakeholder roles are vital for constituting tourism systems that contribute to the healthy evolution of social-ecological systems.

Real-world case study applications of the TLS framework will guide tourism stakeholders who seek to adopt regenerative tourism approaches.

The study contributes to developing new frontiers in tourism stakeholder roles and paradigms with implications for regenerative tourism futures. The TLS framework challenges industrial conceptions of tourism by proposing a shift in stakeholder roles from extraction to generating new life to survive, thrive and evolve.

Academic literature calls for research on the impact of psychological states derived from mental illness on detrimental consumer behaviour. The purpose of this study is to assess the impact of anxiety on the consumer’s buying processes (compulsive and impulsive) and emotional regulation.

To carry out the statistical analysis, the data were obtained through an online survey (n = 726) of supermarket consumers. The treatment of the data was using partial least squares structural equation modelling (PLS-SEM).

The results obtained show that anxiety influences the generation of harmful behaviour, as it has a positive impact on compulsive and impulsive buying. In addition, compulsive and impulsive buying generate higher levels of consumers’ emotional regulation.

This study contributes to the management of anxiety as a priority element to reduce harmful behaviour. Therefore, it provides useful information for marketing managers and professionals in psychological and healthy consumer processes.

學術文獻不斷呼籲研究人員和學者去探討來自精神病的心理狀態如何產生有害的消費者行為。本研究擬評定焦慮對消費者購買流程 (強迫性購物和衝動購物) 和情緒調節所產生的影響。

為能進行統計分析,研究人員透過超級市場消費者的在線調查 (n = 726) 取得數據,繼而以結構方程 (PLS-SEM) 處理數據。

研究結果顯示,焦慮會導致有害行為的產生,這是因為焦慮對強迫性購物和衝動購物均產生積極的影響; 而且,強迫性購物和衝動購物會產生較高水平的消費者情緒調節。

本研究的貢獻在於把焦慮視為減少有害行為的優先元素而予以管理; 因此,本研究為市場經理以及於心理上的和健康的消費者進程的專業人員提供了有用的資料。

The purpose of this study is to analyze how university men and women in different disciplines of study in Mexico perceive social entrepreneurship competencies, using a multifactorial analysis to find possible areas of opportunity to reduce the gender gap in social-entrepreneurship-project proposals.

This is a quantitative study with a validated questionnaire that records the perception levels of five social entrepreneurship subcompetencies. The survey, which includes 28 indicators, was applied to 140 university students from different disciplines. Hypothesis testing was applied to identify significant differences between men and women in each subcompetency by disciplinary area.

In the global sample, significant differences by gender were observed only in the social value subcompetency. In the disciplinary analysis, significant differences were found in architecture and design, business, and engineering and science.

The questionnaire only gathered data about the students' perceptions. To the extent that perception is triangulated with other instruments, it is possible to increase knowledge regarding how to train in social entrepreneurship.

The results can be useful for university training and increasing the envisioning and formulating of government projects by young people who create new businesses.

This research contributes to the literature on the role of gender-specific perceptions of social entrepreneurship in Mexico.