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Branded car dealerships with best revenue by serviced car also have the best after-sales customers’ satisfaction level. The purpose of this paper is to present the analysis of the after-sales quality management practices adopted by dealerships with the best performance in terms of customer’s satisfaction and revenue and how such practices contribute to these results.

A multiple case study was performed with nine leader branded car dealerships in an emerging country, considering the entrance car. The performance indicators to evaluate customers’ satisfaction, revenue and operational indicators related to product support, brand manifestation and relationship with customers were identified. Quality management practices that support the best results achievement were analyzed.

The three dealerships that represent Asiatic brands have best customers’ satisfaction and revenue performance. These dealerships typically have different processes comparing with dealerships that represent European and American brands concerning to: continuous improvement management; warranties and stock management; services scheduling; offer bonuses to customers; and customers service that emphasizes focus on technical and commercial expertise.

This research considered indicators performance and, based on that, analyzed the dealerships’ practices that support the best performance. Such aspect has room for academic literature since the quality management research related to car industry focuses mainly on manufacturer and generates managerial insights to the car industry and its dealerships.

The purpose of this paper is to investigate opportunities to move benchmarking studies toward a strategic level. The authors benchmarked how service prices are defined based on the value added for the customer.

A multi-case research investigated how manufacturers can increase their service revenues; how corporate reputation can be analyzed to enhance financial and market performance; how customer satisfaction and price acceptance are related; and how benchmark studies can move to a more strategic level based on a conjoint analysis of value and price.

Price’s benchmarking studies must combine the customers’ value demands; the customer expectations associated to each value demand; the competitor prices; and the revenue alternatives that a supplier can explore (e.g. sale of new goods, services for new goods, services for non-new goods, and repair parts). The combination of these elements reveals several opportunities for revenue generation. This combination may also help to explain the existence of different prices for similar goods and services. The authors referred to this as a flexible pricing policy. Flexible pricing may help manufacturers maximize revenues, and win and maintain customers.

The following research questions are suggested for future studies: What other elements should be considered in strategic benchmarking studies? What other elements can influence a flexible pricing policy for goods, spare parts, and services? In what contexts can a flexible pricing policy be applied? How should flexible pricing practices be benchmarked?

A strategic benchmarking study must first identify the customers’ value demands. It is then necessary to analyze customer expectations associated to each value demand. As shown, customers may have different expectations for the same product or service. Similar expectations must be grouped together in order to allow a well-structured benchmark.

The authors’ findings suggest interesting points to be observed by the manufacturers who supply integrated solutions with a long life cycle.

The aim of this study is to identify and characterize kids' menu offer in fast-food and traditional restaurants located in shopping centres in five different countries.

An observational cross-sectional study is carried out, though a study was performed in all restaurants located in shopping centres from main cities, in five countries: Brazil, Chile, Croatia, Hungary and Portugal. A tool for assessing the quality of menus is used for the analysis (Kids Menu Healthy Score (KIMEHS)). Menu prices between countries were compared.

A total of 192 kids' menus were collected, 44 in Portugal, 57 in Brazil, 66 in Chile, 15 in Hungary and 10 in Croatia. All the countries have average negative KIMEHS values for the menus, indicating that the offer is generally poor in terms of healthy options. The cost of children's menus in European countries is generally low. In Brazil, the price is significantly more expensive, which may limit the accessibility by social economically deprived populations. No significant differences were found in the average cost of meals from different restaurants typology. Traditional/Western restaurants present the highest price.

Globally, kids' menus are composed by unhealthy food items, pointing to the need of improvements in food availability, aiming to promote healthy food habits among children.

This study presents innovative data on children's menus, allowing for characterization of meals offered to children and comparison between different countries.

Key points

1. Kids’ menus are composed by unhealthy food items.

2. Improvement of kids' menus quality will promote children food habits.

3. Healthier out-of-home food consumption will contribute to public health.

Kids’ menus are composed by unhealthy food items.

Improvement of kids' menus quality will promote children food habits.

Healthier out-of-home food consumption will contribute to public health.

The purpose of this paper is to explore top managers’ role in key account management.

The possible actions that could be performed by a top manager were investigated in 12 case studies. These actions were grouped into key account managers and teams, culture, engagement and knowledge, organizational structure/conditions and customers and markets.

Top managers (TMs) informally evaluate teams and key account (KA) managers, stimulate a culture that favors the information’s prospection, persuade managers to reduce their resistance and improve organizational structure/conditions by inducing internal and external questioning. They also contact key customers’ top managers to check on the changes required or to persuade them to change requirements, accept a higher price or redirect an unattractive order to competitors. They approve revisions on the key customers list, discuss with the key account manager how to redirect an unattractive opportunity to competitors and try to improve gains even in attractive orders.

Additional research beyond the provided exploratory study is needed to generalize the results. The findings contribute to improving the understanding of how TMs get involved in key account management, buyer–supplier relationship improvement and increasing company profitability. They also unveil top managers’ role in internal culture creation and team engagement.

When managing their KAs, TMs seem to be sceptical, curious and pragmatic with their subordinates, as well as with the customers or competitors.

The purpose of this paper is to propose a model to evaluate the degree of intellectual capital (IC) maturity into organizations.

This is a qualitative, applied research designed as an exploratory and descriptive investigation. It employs a case study to apply the intellectual capital maturity model, which is developed from the literature review. The Proknow-C method of systematic literature review is the procedure adopted for the literature review in Scopus, Science Direct and Web of Science databases. In total, 21 IC constructs were derived from such review and assessed by 18 reviewers (judges).

In the scientific literature, IC is mainly viewed as a resource or set of resources an organization for the creation of competitive advantage and value. Using the information gathered about different views on IC, this study proposes a construction of the theoretical model, based on the models of the capability maturity model–Software Engineering Institute and Asian Productivity Organization–Knowledge Management, the management model and the application protocol.

This research offers view on the nature of the concept of IC showing (IC) as a business asset through maturity scale. The analysis of the concept of IC is focused at organizational and dimensional levels.

This study contributes to the further development of the concept of IC regarding its measurement in organizations through the maturity scale.

This study aims to investigate the internal elements that influence service offering. A better understanding of these elements can improve interaction between organizational structure, corporate culture and human resource management, and can leverage interdepartmental collaboration.

In total, 12 global manufacturers that sell products and services to the automotive or to the chemical supply chains were investigated on multiple case studies.

The lack of interdepartmental processes and indicators may induce other departments to not prioritize the demands of the service department, thus lowering the service level. Service professionals who do not combine technical and commercial skills may hinder sales increase (product + service). The isolation of service professionals prevents the dissemination of knowledge among departments, thus reducing manufacturer’s innovativeness.

Further research must focus on how to manage/redesign processes to improve sales and innovativeness; how to hire, qualify and motivate service professionals who possess commercial skills; and how to mitigate the isolation of service professionals.

New interdepartmental processes and indicators can turn on new and better organizational structures, improve the service management and reduce internal conflicts. Service professionals who possess and use only technical skills can hamper the incorporation of the new demands presented by the customers. Isolated professionals may negatively affect the efficacy of the market strategy.

This paper aims to understand if a project work methodology proposed to students, based on an inquiry perspective and dealing with different dimensions of sustainable development, contributed to creating an interdisciplinary solution for a problem on sustainability challenged by food production and consumption, and also to understand if this methodological approach is perceived as important to their learning as professionals and citizens. Data were collected by direct observation, a questionnaire applied to the students and students’ individual reflections.

This paper aims to present the research results of the impact of a pedagogical approach on students, implemented as a part of the Doctoral Programme in Sustainability Science, which was designed following an innovative model at the University of Lisbon, Portugal. The main drivers include building a new body of interdisciplinary knowledge leading to the application of science to address real problems towards transdisciplinary education.

The results suggest great potential for an inquiry perspective in trying to solve a real problem. Students’ proposals were realistic, viable and complementary enough to collectively contribute in response to the global problem. The use of approaches acquired from different areas of knowledge was clear, and the project methodology was well understood. Students considered the experience very rewarding in terms of learning and contributing positively to their personal and professional development.

This Doctoral programme is anchored in a progressive continuum encompassing holistic debates with a multidisciplinary team of professors in environments that promote interdisciplinary attitudes and new knowledge, and also project work aimed at guiding students to transdisciplinary learning, which constitutes an innovative form of dealing with the complex challenges created by the science of sustainability.

When organizations engage in misconduct, social control agents play a crucial role in sanctioning them to show the enforcement of societal norms and reduce the risk of future deviance. We study the interaction between the government and the media, two key social control agents, in the evaluation organizational misconduct. While past work has focused on the influence of the media on the government, we theorize the influence of the government on the media. The government is a social control agent with supreme formal authority to punish misconduct, and thus its actions are of particular interest to the media as they form evaluations of misbehaving organizations. However, the government, tied by conflicting demands, sometimes turns a blind eye to misconduct and supports misbehaving organizations for the greater societal good, instead of punishing them. How is the media’s perception of misbehaving organizations affected by such government actions? We explore this question by looking at the case of the 2008 government bailout of investment banks in the United States, after those were caught red-handed for their involvement in the sub-prime financial crisis. Carrying out a content analysis of newspaper reporting (2007–2011), we show that the negative perception of investment banks and their misconduct is attenuated when they receive government support. Our work contributes to the emerging literature on the social construction of organizational misconduct and illuminates the interaction between government and media in the evaluation of behavior as organizational misconduct.

This paper presents a comprehensive overview of the cross-disciplinary literature on the drivers, barriers and performance outcomes of sustainable packaging to understand the current state of research in this field and identify research opportunities.

A systematic review is conducted within no time limit. The Methodi Ordinatio methodology was applied that resulted in retaining 48 relevant and high impact articles published in 26 academic journals with various scopes.

Seven key drivers are identified and defined: the integrative and collaborative supply chain, environmental capabilities and resources, market-based instruments, cost reduction, consumer pressure, competitive advantage, and regulatory pressure. Three main barriers are identified and defined: cost/benefit ambiguity, additional costs and complex trade-offs between packaging requirements. The review shows that the drivers and barriers to packaging sustainability are contingent on the firm size. Sustainable packaging positively affects the environmental, social and economic performance; however, its operational performance requires a proactive and integrated supply chain. The results highlight the importance of integrated packaging decisions at three different levels to improve packaging sustainability: vertical and horizontal integration, upstream and downstream integration, and product-packaging integration. The authors developed research propositions and provided insightful directions for future research.

Most studies focus on specific drivers, barriers and outcomes of sustainable packaging, while this paper brings them together to build a comprehensive framework. The latter provides a deeper understanding of the factors that incentivize or deter firms from pursuing sustainable packaging and its performance outcomes.

Drones have become an important element within hospitality and tourism. The purpose of this study is to identify the corpus of knowledge and create a research agenda that establishes appropriate guidelines for future study of drone application in hospitality and tourism.

This work has been undertaken using a mixed-methods approach that combines quantitative and qualitative research and includes a review of the literature related to the study of drone use in hospitality and tourism.

The mixed-methods review identified gaps in the research, potential areas of study to enhance the scientific literature and potential uses of drones in tourism and hospitality for researchers, consumers and industry professionals.

This study makes an original contribution by establishing an integrated framework, which led to a synthesis of the research corpus and provided a holistic conceptualisation of the relationship between tourism and drones. In addition, the research agenda proposed will help boost and consolidate this emerging field of research.

无人机已经成为接待和旅游中的一个重要元素。本研究的主要目的是确定知识库, 并建立一个研究议程, 为未来无人机在酒店和旅游业的应用研究建立适当的指导方针。

这项工作采用了混合方法, 将定量和定性研究结合起来, 包括对与酒店和旅游业中无人机使用研究有关的文献进行回顾。

混合方法审查确定了研究中的差距、加强科学文献的潜在研究领域, 以及研究人员、消费者和行业专业人士在旅游和酒店业的无人机应用潜力。

这项研究通过建立一个综合框架做出了原创性的贡献, 它综合合成了研究语料库, 并对旅游和无人机之间的关系提供了一个整体的概念化。此外, 提出的研究议程将有助于促进和巩固这一新兴的研究领域。

Los drones se han convertido en un elemento importante dentro de la hostelería y el turismo. El objetivo principal de este estudio es identificar el corpus de conocimiento y crear una agenda de investigación que establezca las directrices adecuadas para el estudio futuro de la aplicación de los drones en la hostelería y el turismo.

Este trabajo se ha realizado utilizando un enfoque de métodos mixtos que combina la investigación cuantitativa y cualitativa e incluye una revisión de la literatura relacionada con el estudio del uso de drones en hostelería y turismo.

La revisión de métodos mixtos identificó lagunas en la investigación, áreas potenciales de estudio para mejorar la literatura científica y potencial de las aplicaciones de los drones en el turismo y la hostelería para investigadores, consumidores y profesionales del sector.

Este estudio aporta una contribución original al establecer un marco integrado, que conduce a una síntesis del corpus de investigación y proporciona una conceptualización holística de la relación entre el turismo y los drones. Además, la agenda de investigación propuesta contribuirá a impulsar y consolidar este campo de investigación emergente.