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This study aims to identify the responses required to repair political trust in Tunisia and the differences between two key stakeholder groups, namely, politicians and voters.

A sequential mixed method study was adopted using two data sources: semi-structured interviews conducted with citizens and politicians; and media data from TV political talk shows. Data was collected over a three-year period following several key events that affected trust.

New responses were identified to repair political trust, and these were categorized using a trust repair framework. In addition to short- and long-term responses, a new category, swift response, was identified to resolve immediate political uncertainty. The role of the trustor (i.e. voters) in actively restoring trust was identified for the first time.

This study focussed on trust repair responses suggested by voters and politicians and not necessarily responses that were implemented by government or political parties during the period of study. The effectiveness of the suggested responses in repairing trust was not evaluated.

Identification of the responses required to repair trust with voters, how these differ over time, and according to different trust violations will help Tunisian politicians rebuild trust more effectively during election and non-election periods. Notably, differences highlighted between the responses suggested by voters and politicians suggest that politicians may not understand how to repair voter trust.

Contrary to previous studies that assume a trustor (the voter) is a passive observer, this research identified the proactive role that citizens play in the trust repair process.

Tunisia has been living a decade of democratic transition since 2011. In this new context, the civil society has been fervently expressing claims for democracy and social justice through creating thousands of non-for-profit organisations (NPOs) (23,456 NPOs in 2020 against 9,000 established in 30 years up to 2010). However, this shift seems to be misleading, as only 3,000 NPOs are actually active, indicating that NPOs are struggling to sustain their activities and ensure their survival. The purpose of this study is to uncover the factors hindering NPOs’ activities and survival.

Semi-structured interviews were carried out using a purposive sample of 32 NPOs members in two main economic and touristic cities – Tunis and Sousse – selected using the snowball method. A considerable amount of qualitative data was produced (400 pages of text). This seems representative of Tunisian citizens’ inclination to protest in the new prevailing political and social context. The data collection benefited from the freedom of speech gained after the 2011 civilian uprising as interviewees were enthusiastic in voicing their opinions.

Two main categories of inhibitors were identified. First, endogenous inhibitors including inhibitors under the control of the NPO (i.e. use of illegal and foreign sources of funding, limited financial resources, unavailability of NPOs’ members, short term planning, conflicts between managers, autocratic leadership, organisational support, activities diversification and organisational justice, leadership and communication skills, “NPO culture”, members’ opportunistic behaviour and generation gap), inhibitors related to NPOs inter-relationships: stiff competition, unfair and dishonest competition, lack of collaboration, trust and communication between NPOs. Second, exogenous inhibitors i.e. perceived unethical practices and image transfer, economic crisis, foreign funding sources and the media.

This study has some limitations mainly due to the sample size and characteristics of the selected interviewees. In addition, data was collected in only two regions (Tunis and Sousse). Therefore, the results may lack generalisability.

The findings highlight the critical impact of the inhibitors under the control of NPOs compared to those out of their control. NPOs in a crisis context could overcome these inhibitors by ensuring congruence between the NPOs’ mission, objectives and activities and designing suitable marketing strategies.

This study contributes to elucidating this complex circular system of exchange and its inhibitors in a challenging and understudied context. It offers support to Bagozzi’s (1974, 1975, 1994, 2011) calls for uncovering the factors constraining or facilitating exchanges that have an impact going beyond the relationship between three or more partners and the conditions that govern these exchanges. Moreover, and to the best of the authors’ knowledge, this is the first empirical attempt to support Bagozzi’s (1994) conceptualisation. It also brings an update to NPOs’ data and marketing strategy in a region near the crossroads of Middle Eastern, North African and Western influences.

The purpose of this paper is to uncover some ethically equivocal aspects of the pharmaceutical industry (PI). It identifies the determinants of the medical representatives’ (MRs) unethical behaviour as perceived by the MRs themselves and their direct customers.

Using a qualitative multi-actors approach, 40 in-depth interviews were conducted among MRs and physicians.

The study has revealed that providing misleading and incomplete information, giving incentives, making disparaging remarks about competitors and their products, falsifying daily call reports and the misusing of samples are the major unethical issues of MRs. The determinants of unethical behaviour can be classified into six groups: organizational, individual, job characteristics, stakeholders, situational, and cultural factors.

Because of the complexity of the subject matter and the research approach, the findings may lack generalizability. Besides, as the healthcare sector involves other actors (pharmacists, patients, and government), it will be more insightful to take into account their influence on the ethical/unethical behaviour of MRs.

Identifying questionable ethical behaviours and their determinants could be very helpful for firms to undertake the necessary actions (i.e. training programmes) to prevent their negative impact, and to develop ethical awareness among their MRs. This may enhance their public image and build long-term relationships with their customers.

This study is among few studies that has taken into account the views of more than a single actor in the PI (MRs and physicians).

The purpose of this chapter is to identify hospitality meanings among hotels employees and guests and its consequences on guests’ intention. A qualitative approach using in-depth interviews was used for data collection. The study findings reveal that hospitality definitions range from state of mind to service management oriented. Also, hospitality conception seems to have a pentagonal structure revolving around personalization, comfort, relationship guest/host, hospitableness and warm welcoming dimensions. Besides, Mediterranean culture, satisfying and understanding guests’ needs appear to influence hospitality perceptions. Cultural sensitivity is a critical skill that may help hospitality providers in coping with guests’ cultural differences. Finally, hospitality perceptions may foster behavioral and affective loyalty.

This paper aims to better understand the effect of store atmospherics on the employees' cognitive, affective and physiological responses. It tries to build on store atmospherics literature to gain more insights on how these store atmospherics – often handled to produce positive outcomes among consumers – affect employees' attitudinal and behavioural reactions.

This study adopted an explanatory approach. In‐depth interviews were conducted with 13 employees working in internationally reputed clothing stores. A content analysis was carried out.

The study reveals that employees could adopt avoidance behaviours because of the environmental factors. Specifically, it suggests that the lack of variation in the musical program, incongruence of music genre – salespersons musical preferences, long exposure to the same rhythms, task complexity, crowding, might affect the employees' attitudinal and behavioural responses. In addition, the relationships between the sales force team are found to influence employees' reactions.

Because of the complexity of the subject matter and the research approach adopted, the study findings may lack generalisability. Further studies are required to test the suggested framework in different service settings.

The study finding stresses the need that in an attempt to produce positive reactions from consumer, clothing stores managers should also devote attention to employees' responses to store atmospherics as they might inhibit the quality of the service delivery process.

This paper fulfils a recognized call to thoroughly understand the impact of store atmospherics on employees' reactions in services marketing. The study enlarges the scope of store atmospherics research in marketing to encompass not only the consumer's reactions but also the employee's ones.

This study aims to understand trust meanings, determinants and manifestations in supply chains (SCs) operating in an emerging market context. It also aims to improve our knowledge about the role of trust and the mechanisms by which it operates in establishing and maintaining relationships between firms in SCs.

This study adopts an explanatory approach. In‐depth interviews with 30 key informants were conducted. Informants were chief executive officers or marketing managers in firms operating in different economic sectors. Firms varied in size and ranged from small businesses to large companies.

The study results showed that trust could evolve through four building processes: calculative‐based process, predictive‐based process, intention‐based process, and identification‐based process and that trust meanings and determinants vary with the trust form. Moreover, the study revealed that determinants related to the trustor also have an influence on the trust form and its evolving process. On the other hand, it was found that risk taking, preference for the partner, fewer formalized controls, offers of assistance and psychological security are the main manifestations of trust. This supports the point of view of the twofold facets of trust: perceived trustworthiness and trusting behaviors.

Because of the complexity of the trust phenomenon, and the research approach adopted, the findings may not be generally applicable. Further quantitative studies are needed to test the proposed framework.

Given the globalisation of markets and the widespread increase in international collaborative partnerships, the study sheds some light on how Tunisian managers conceive trust, which factors they perceive most important to develop trust, and how they behave to signal their trust towards a partner. These insights can be very helpful for foreign investors who are willing to invest in this emerging market and to implement a supply chain management approach with Tunisian partners.

This paper fulfils an identified need, not only to better understand the phenomenon of trust in SCs, but also to carry out more studies in situ. Indeed, the rapid development of the global economy has made it more important than ever before for managers from different cultures to understand how their business partners conceive and manage the interpersonal aspects of business relationships.

This primer defines and describes conscious and nonconscious perception and assessment processes by tourists. The primer links the field of tourism perception studies to the literature of experimental social psychology. The primer describes the important roles that metaphors play in connecting conscious and nonconscious thinking and how both tourism brand managers and tourists use metaphors to use stories to enable enactments and favorable outcomes of archetypal motivations. The primer introduces formal implementable models of the major tenet in Urry’s tourist gaze – visitors’ home culture automatically and mostly nonconsciously profoundly influences their perceptions, assessments, and interpretations of what they see when traveling and visiting away destinations. Model implementation includes applying Boolean algebra-based asymmetric tests instead of symmetric matrix algebra-based statistical tests – the asymmetric tests examine for the consistency of high scores in perceiving, assessing, and behaviors of complex configurations of antecedent conditions. A detailed empirical example of asymmetric testing includes consistent high scores for Americans, Brits, Canadians, and Germans for not shopping for gifts to take home during their visits to Australia. This primer also introduces the concept of the tourist meta-gaze – seeing and assessing outside the automatically activated culturally based tourist gaze.