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Ghost tours are an important part of tourism in many towns and cities around the world. Described as light dark tourism, they are a mix of the macabre and entertainment. Ghost tours are usually small business enterprises. In order for their venture to be sustainable, ghost tour operators must engage in effective entrepreneurial marketing (EM) practices. This study aims to evaluate the extent to which ghost tour operators use EM within their business.

A qualitative bricolage approach is used as a way to explore the use of EM practices within ghost tourism; that is, a niche tourism product. Data were collected using 21 in-depth interviews, participant observation and analysis of venture websites. This study used a two-stage data analysis procedure.

Findings reveal that ghost tour operators practice several dimensions of EM that are often simultaneously present and interwoven through the practices ghost tour operators use, as identified by thematic analysis.

This study adds an EM lens to the light dark tourism literature.

The purpose of this paper is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, it examines the nature of cooperation between the providers of healthcare services (hospitals) and those who commission and purchase healthcare on behalf of patients (regional health authorities) and makes specific recommendations as to how cooperation can be better realized.

The paper employs a qualitative interview approach for gathering and analyzing major stakeholder (provider and purchaser) perceptions of their interorganizational relations and how these interactions impact on the quest of the healthcare provider to meet the needs of the community they serve.

The paper identifies and groups relevant variables into four major themes or “core categories” that characterize purchaser‐provider stakeholder cooperation. These themes represent provider and purchaser views on those factors characterising stakeholder relationships within the purchaser‐provider dyad. This is followed by a number of suggestions as to how to improve the nature of cooperation between these stakeholders.

Extending practitioners' understanding of the nature of these inter‐related factors may lead to better insights of how interorganizational relations and partnerships might be managed more proactively throughout the healthcare value chain. Strategies to foster stakeholder cooperation are also suggested.

In the extant literature, there is a paucity of research that has illustrated multi‐stakeholder perspectives in the public sector. This paper explores the perceptions of two main stakeholders in public healthcare to map and assess management issues influencing purchaser‐provider cooperation.

This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from call centre frontline employees (FLEs) in New Zealand, it seeks to investigate the moderating influence of job resourcefulness on the relationships between role stressors, burnout symptoms and FLE service recovery performance.

In this study, call centre FLEs completed a self‐administered online survey questionnaire on role stressors, emotional exhaustion, depersonalisation, job resourcefulness and service recovery performance. Data were analyzed using structural equations modelling (SEM) by means of LISREL 8.53.

The results show that job resourcefulness buffers both the dysfunctional effects of role stressors on symptoms of burnout and the effects of role stressors on FLE service recovery performance.

Limitations of the study include the generalisability of the findings within one organisational context. Suggestions for future research include an examination of other personality traits specific to FLE jobs such as customer orientation.

The research advances understanding of the relationships between role stressors, emotional exhaustion, depersonalisation, job resourcefulness as a situational personality trait and FLE service recovery performance in a call centre environment. The findings highlight the value of job resourceful FLEs, and suggest a number of practical implications for the identification, recruitment and retention of call centre FLEs.

No attention has been given to examining the role of situational personality traits and their effect on the burnout process. By extending previous research on the relationship between role stressors and burnout symptoms, this study investigates the impact of job resourcefulness in the burnout process and in influencing the service recovery performance efforts of call centre FLEs directly.

The purpose is to examine the bases of positive relations between suppliers and purchasers of healthcare services. In doing so, the paper examines the nature of cooperation between the providers of healthcare services (hospitals) and those who commission and purchase healthcare on behalf of patients (regional health authorities).

The paper employs a qualitative interview approach for gathering and analysing major stakeholder (provider and purchaser) perceptions of their interorganisational relations and how these interactions impact on the quest of the healthcare provider to meet the needs of the community they serve.

The paper identifies group relevant variables into four major themes or “core categories” that characterise purchaser‐provider stakeholder cooperation. These themes represent provider and purchaser views on those factors characterising stakeholder relationships within the purchaser‐provider dyad.

The paper suggests that extending practitioners' understanding of the nature of these interrelated factors may lead to better insights of how interorganisational relations and partnerships might be managed more proactively throughout the healthcare value chain.

In the extant literature, there is a paucity of research that has illustrated multi‐stakeholder perspectives in the public sector. This paper explores the perceptions of two main stakeholders in public healthcare to map and assess management issues influencing purchaser‐provider cooperation.

A key objective of the 5th Annual Pharmaceutical Congress “Marketing ROI for Pharma” conference was to illustrate how in the midst of a very turbulent environment, and with higher demand for pharmaceutical marketers to deliver bigger profits from increasingly smaller promotional budgets, there are a few critical decision areas that, if addressed appropriately, can help to deliver better return on investment (ROI). This commentary paper aims to provide a summary of what was discussed.

Given access to the conference presenters' original materials, the authors condensed the presentations into a summary article with reference to some recent academic work in the area.

The article summarises the presentations of a number of European pharmaceutical industry practitioners, healthcare professionals and government policy personnel in their assessments of the turbulent European pharmaceutical industry environment and the challenges associated with optimising ROI from promotional spending.

The entire paper summarises recent industry practice in Europe regarding how to optimise pharmaceutical ROI with respect to marketing activities and provides actual examples of how to do this.

Primarily targeting pharmaceutical industry practitioners, this paper provides a timely and thorough resource for those industry personnel charged with the mission of maximizing pharmaceutical marketing ROI.

This paper proposes investigating a model of service recovery performance in a public health‐care setting.

Frontline hospital staff (administrative and nursing staff) representing a range of out‐patient departments/clinics in a New Zealand inner‐city public hospital completed a self‐administered questionnaire on organizational variables affecting their service recovery efforts, job satisfaction and intention to resign. Data obtained from the hospital were analyzed using the SEM‐based partial least squares (PLS) methodology.

The results show significant relationships between perceived managerial attitudes, work environment perceptions, service recovery performance and outcomes variables.

Limitations of the study are noted including the generalizability of the findings within a public health‐care environment. Suggestions for future research include an examination of other variables potentially important in service recovery efforts. A patient perspective would also be valuable.

The research advances understanding of frontline service recovery performance in a health‐care setting and the findings indicate that health‐care managers can take actions on a number of fronts to assist progress toward the achievement of frontline service recovery excellence.

Very little attention has been given to understanding the antecedents and outcomes of service recovery performance in the health‐care literature. By expanding earlier research in private sector industries, the study investigates a model of service recovery performance in a public health‐care setting.

The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context.

Internet banking service customers of a national bank in New Zealand completed a self‐administered questionnaire. Data obtained from the customers were analysed using the SEM‐based partial least squares (PLS) methodology.

The results show significant relationships among online customer service quality, online information system quality, banking service product quality, overall internet banking service quality and customer satisfaction.

Little attention has been given in the literature to understanding the service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. By expanding previous research in internet banking service quality, this paper empirically examines the relationships between three service quality dimensions, overall internet banking service quality and customer satisfaction.