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Prior research has advanced several explanations for social media influencers' (SMIs’) success in the burgeoning computer-mediated marketing environments but leaves one key topic unexplored: the moderating role of SMIs in service failure and recovery strategies.

Drawing on a social constructivist perspective and an inductive approach, 59 in-depth interviews were conducted with millennials from three European countries (Italy, France and the United Kingdom). Building on social influence theory and commitment-trust theory, this study conceptualises four distinct pathways unifying SMIs' efforts in the service failure recovery process.

The emergent model illustrates how source credibility and message content moderate service failure severity and speed of recovery. The insights gained from this study model contribute to research on the pivotal uniqueness of SMIs in service failure recovery processes and offer practical explanations of variations in the implementation of influencer marketing. This study examines a perspective of SMIs that considers the cycle of their influence on customers through service failure and recovery.

The study suggests that negative reactions towards service failure and recovery are reduced if customers have a relationship with influencers prior to the service failure and recovery compared with the reactions of customers who do not have a relationship with the influencer.

This paper examines data protection related ex ante transaction costs borne by the private sector in the context of smart city service (SCS) public tendering in the European Union after the introduction of the General Data Protection Regulation. This study aims to establish the determinants of ex ante transaction costs related to data protection as well as to determine their relevance toward (tender) competition.

A statistical analysis of a survey sample of 72 SCS tender bids.

The potential of relationship management to foster more private sector investment in data protection for SCSs is established, i.e. stronger ties between parties lead to higher private sector investment. Furthermore, it is found that investing more in data protection can further boost both internal capabilities and the organizational reputation of tendering organizations. Finally, the analysis exposes a potential problem concerning the market for data protection originating from the dominant approach concerning SCS tender bid evaluation.

SCS tender bid evaluation is not perceived by the evaluated companies as having data protection as a (core) component. As a consequence, there is no strong competition in that specific area. To induce the private sector to structurally develop SCSs that can be expected to safeguard the fundamental rights of citizens, a more thorough evaluation of data protection aspects of bids imposes itself. Such an overhaul is likely to demand additional public sector resources and expertise.

This paper constitutes an early investigation into data protection related ex ante transaction costs borne by private sector actors. Incentives for data protection investment in the context of public procurement procedures are discussed.

To analyze the quality of transitional care for patients with COVID-19 at discharge from Brazilian university hospitals.

A cross-sectional descriptive study was carried out in five Brazilian university hospitals between April and December 2021. The sample consisted of 527 participants. Data collection consisted of a sociodemographic questionnaire and the Care Transitions Measure (CTM-15), a care transition assessment instrument, which was translated and validated in Portuguese.

Most participants were patients (n = 369; 70.0%), with primary school completion (n = 218; 43.4%), multiracial (n = 218; 43.5%) and with an income of up to two minimum wages (n = 182; 42.8%). Dimension 1 – management preparation – obtained the highest score (71.2 points, SD = 16.5), while Dimension 4 – care plan – obtained the lowest score (62.2 points, SD = 23.4). Among the participating hospitals, there was a difference in the overall mean with results ranging from 67.0 to 72.9 points.

A satisfactory quality of care transition was found, considering the context of a pandemic. The main weaknesses in the care transitions were related to the care planning after hospital discharge.