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This is an exploratory study with the purpose of empirically testing and advancing knowledge on the relationship between top management team (TMT) leadership styles and a service recovery culture. A further test explores a contingency perspective, examining if gender diversity on the TMT shapes this relationship.

We examine the perceived TMT transformational leadership style, as well as the moderating effect of TMT gender diversity. Relying on both survey and archival data, our hypotheses are tested with a sample of 234 public firms based in the United States. Moderated hierarchical regression analysis is used as the statistical approach.

Results suggest that perceived TMT transformational leadership is positively associated with a service recovery culture. When accounting for TMT gender diversity, the relationship between perceived TMT transformational leadership and a service recovery culture is positively moderated.

The study represents a sample of for-profit public firms operating in the United States and should not be taken as a general population sample. The findings could vary relative to other countries, private companies and non-profit organizations.

This is the first known study to explore the relationship between TMT leadership styles, TMT gender diversity and a service recovery culture. The study extends findings with the respect to the impact of TMT leadership and gender diversity on organizational development, as well as offers new insights into the antecedents of a service recovery culture.

Actualmente, Sol Meliá es la compañía líder en el mercado español por su oferta en hoteles urbanos, vacacíonales, y de reuniones y convenciones. Además de dominar la industria hotelera española, disfruta también de una posición de privilegio a nivel internacional. En el presente artículo se estudia su origen y su evolución durante las últimas cuatro décadas, periodo en el que ha pasado de disponer de un hotel en alquiler en Mallorca a convertirse en una compañía de servicios hoteleros que, a través de la gestión o franquicia, explota 227 establecimientos repartidos en 4 continentes y 25 países.

This paper aims to explore whether demographic differences between diverse customers and service providers impact service failure and recovery perceptions.

The critical incidents technique was used to gather data on service failures and recovery. Chi‐square test of independence and analysis of variance was used to test the hypotheses.

Results from the main study provide little support to the notion that different service failure types or service recovery efforts are being applied when demographic differences exist. However, a post‐hoc analysis focusing on respondents who felt that their demographic differences had impacted their encounter revealed that ethnic differences impacted service failure and recovery perceptions the most.

One limitation is the use of quota sampling that may limit the generalizability of the results. However, due to the exploratory nature of the study and the need for representative cases, this technique was viewed as an effective sampling technique for the purposes of the study.

The post‐hoc results suggest that future diversity training should include employee‐customer diversity, especially in the case of age and ethnicity. Further, that managing perceptions is important so that customers do not feel that they are treated any differently based on a visible demographic variable.

In general, the exploration of customer‐employee demographic differences in the services marketing literature is still somewhat nascent. This paper is unique in that it specifically examines several demographic differences between customers and employees in terms of service failure and recovery perceptions.

The marketing of neoliberalism in Chile has been premised on a sanitized view of history, erasure of collective memory, and erroneous claims of reason. This article examines neo-liberalism in Chile from the perspective of La Victoria, a working-class Santiago población, with a rich history of activism. The author shows how residents have been impacted by both economic policies and state violence, and how they have contested dominant ideology, neoliberal practices, and their problematic perspectives on time, memory, and reason. Victorianos reject collective amnesia and bring a moral imperative grounded in social justice to bear in constructing an alternative common sense.

The aim of this paper is to examine the changed nature of public accountability during a supreme emergency and explore how legal and auditing mechanisms have come to the fore, concluding that misappropriation of public monies is not an inevitable outcome.

The paper explores an illustrative example, the UK government's procurement of personal protective equipment during the early stages of the Covid-19 pandemic.

In circumstances of a supreme emergency where parliamentary scrutiny and competitive contract tendering are suspended, other forms of public accountability come to the fore, with civil society actors becoming more evident.

The paper relies on illustrative examples based on the Westminster model of government. The study advanced the notion of deferred accountability and identifies areas for further study, potentially in different jurisdictions.

The paper highlights the need for a variety of active and engaged civil society actors.

The paper contributes an empirical case to how an account of government behaviour is established. The paper also contributes to a deeper understanding of the nature and role of legal and government audit accountability mechanisms.

With the signing of the North American Free Trade Agreement (NAFTA) in 1994, Mexico entered a bilateral free trade agreement which not only lowered its own tariffs on imports but also lowered tariffs on its exports to the United States. We find that women’s relative wage increased, particularly during the period of liberalization. Both between and within-industry shifts also favored female workers. With regards to between-industry shifts, tariff reductions expanded sectors that were initially female intensive. With regards to within-industry shifts, we find a positive association between reductions in export tariffs (U.S. tariffs on Mexican goods) and hiring of women in skilled blue-collar occupations. Finally, we find suggestive evidence that household bargaining power shifted in favor of women. Expenditures shifted from goods associated with male preference, such as men’s clothing and tobacco and alcohol, to those associated with female preference such as women’s clothing and education.

External stakeholder risks (ESRs) caused by unfavorable behaviors hinder the success of project portfolios (PPs). However, due to complex project dependency and numerous risk causality in PPs, assessing ESRs is difficult. This research aims to solve this problem by developing an ESR-PP two-layer fuzzy Bayesian network (FBN) model.

A two-layer FBN model for evaluating ESRs with risk causality and project dependency is proposed. The directed acyclic graph (DAG) of an ESR-PP network is first constructed, and the conditional probability tables (CPTs) of the two-layer network are further presented. Next, based on the fuzzy Bayesian network, key variables and the impact of ESRs are assessed and analyzed by using GeNIe2.3. Finally, a numerical example is used to demonstrate and verify the application of the proposed model.

The proposed model is a useable and effective approach for ESR assessment while considering risk causality and project dependency in PPs. The impact of ESRs on PP can be calculated to determine whether to control risk, and the most critical and heavily contributing risks and project(s) in the developed model are identified based on this.

This study extends prior research on PP risk in terms of stakeholders. ESRs that have received limited attention in the past are explored from an interaction perspective in the PP domain. A new two-layer FBN model considering risk causality and project dependency is proposed, which can synthesize different dependencies between projects.

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。

This paper aims to propose a functional methodology to produce cranial prostheses in polymeric sheet. Within the scope of rapid prototyping technologies, the single-point incremental forming (SPIF) process is used to demonstrate its capabilities to perform customized medical parts.

The methodology starts processing a patient’s computerized axial tomography (CAT) and follows with a computer-aided design and manufacture (CAD/CAM) procedure, which finally permits the successful manufacturing of a customized prosthesis for a specific cranial area.

The formability of a series of polymeric sheets is determined and the most restrictive material among them is selected for the fabrication of a specific partial cranial prosthesis following the required geometry. The final strain state at the outer surface of the prosthesis is analysed, showing the high potential of SPIF in manufacturing individualized cranial prostheses from polymeric sheet.

This paper proposes a complete methodology to design and manufacture polymer customized cranial prostheses from patients’ CATs using the novel SPIF technology. This is an application of a new class of materials to the manufacturing of medical prostheses by SPIF, which to this purpose has been mainly making use of metallic materials so far. Despite the use of polymers to this application is still to be validated from a medical point of view, transparent prostheses can already be of great interest in medical or engineering schools for teaching and research purposes.