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1 – 10 of 197Raquel Reis Soares, Ting Ting (Christina) Zhang, João F. Proença and Jay Kandampully
The purpose of this paper is twofold: to examine generational differences in complaint and post-recovery behaviors after service failures and recoveries, and to investigate the…
Abstract
Purpose
The purpose of this paper is twofold: to examine generational differences in complaint and post-recovery behaviors after service failures and recoveries, and to investigate the key factors that relate to Generation Y consumers’ responses.
Design/methodology/approach
In a two-stage approach, Study 1 investigates generational differences in the complaint and repurchase behaviors of a vast sample of more than 36,000 customers. Study 2 examines which factors influence Generation Y consumers’ decisions to complain and to repurchase.
Findings
Across four generational cohorts (the Silent Generation, Baby Boomers, Generation X, and Generation Y), consumers in Generation Y are the most likely to complain about service failures and repurchase after a satisfactory service recovery. The service recovery paradox thus is a generational feature. Generation Y’s unique characteristics – being tech savvy, heavily influenced by peers, and untrusting of brands – relate closely to their complaint and repurchase patterns. These prolific users of social media tend to stay with a service provider after experiencing satisfactory recovery but are more inclined to complain.
Originality/value
This study contributes to service management literature by revealing generational differences in customers’ complaint behavior and responses to recovery efforts, while also testing repurchase behavior rather than just behavioral intentions. This study provides valuable insights into the unique factors that influence Generation Y consumers’ complaint and post-recovery responses.
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Raquel Reis, Caroline Oates, Martina McGuinness and Dominic Elliott
The purpose of this paper is to explore how business‐to‐business (BTB) relationships may be developed through direct marketing (DM) in the context of a Portuguese training…
Abstract
Purpose
The purpose of this paper is to explore how business‐to‐business (BTB) relationships may be developed through direct marketing (DM) in the context of a Portuguese training organization.
Design/methodology/approach
Semi‐structured interviews (30) are undertaken, including 24 training directors and six participants from 30 different organizations. A grounded theory approach as used in data analysis is employed.
Findings
Two key roles of DM emerged from the paper: to establish a relationship between customers and training companies, this being dependent on the relevance of DM to the recipients' jobs/activities combined with the credibility of the DM source; and DM has a conditional role in the relationship development between customers and training companies. DM only has a role in developing relationships if the received DM is relevant to customers' training needs combined with positive perceptions of the past training performance in customers' minds. These perceptions are linked to quality and satisfaction, customers making an immediate association between the DM source and past training performance.
Practical implications
Customers want to receive DM from training companies which is relevant to their professional interests. These customers desire further follow‐up and diagnosis from training providers than is currently the case. Training providers are thus losing market opportunities. Further dialogue and interaction between companies and customers is necessary.
Originality/value
There has been limited empirical study of the processes and activities of DM in developing relationships in BTB contexts using a qualitative approach around customers' experiences.
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Rodolfo Bernabéu, Mónica Díaz, Raquel Olivas and Miguel Olmeda
This study aims to identify the most important attributes that the consumer uses in the process of choosing wine, which can then be used by wine‐producing companies in marketing…
Abstract
Purpose
This study aims to identify the most important attributes that the consumer uses in the process of choosing wine, which can then be used by wine‐producing companies in marketing strategies.
Design/methodology/approach
The methodology consisted of a survey of 421 wine consumers using the best‐worst scaling methodology. Various consumer segmentations were made by gender, income and age groups.
Findings
The two main attributes that condition consumers in choosing wine are previous tasting and region of origin. The latter attribute is valued mainly by women and in general by consumers over 34 years old who have a net monthly family income above €1,500. The previously tasted attribute, which on many occasions is associated with the price attribute, is valued basically by men and particularly by younger consumers and those with lower incomes.
Practical implications
It must be pointed out that in the short term the basic strategy of wine‐producing enterprises from any given region of origin is to compete on price. However, in the long term increasing their prestige is all that remains to compete actively with the various regions of origin.
Originality/value
This paper contributes to a greater knowledge of Spanish consumer habits by analysing the most important wine attributes in the process of purchasing wine.
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Raquel Ferreras-Garcia, Ana Beatriz Hernández-Lara and Enric Serradell-López
The purpose of this paper is twofold: first, to study which perceived and attained entrepreneurial competences acquired by students while developing a business plan are rated most…
Abstract
Purpose
The purpose of this paper is twofold: first, to study which perceived and attained entrepreneurial competences acquired by students while developing a business plan are rated most highly; and second, to analyse the differences observed in entrepreneurial competences, depending on whether the business plan developed is real or fictitious.
Design/methodology/approach
To analyse the role played by business plans in perceptions and attainment of competence, data were collected from students enrolled on a final project course of a bachelor’s degree, specifically the Bachelor’s Degree in Business Administration and Management at the Universitat Oberta de Catalunya. The course in question focussed on entrepreneurship and business plans. The data on perceived and attained competences were obtained through questionnaires and assessment rubrics, respectively. Mean comparison analyses were conducted to investigate any differences in entrepreneurial competences existing between students developing real or fictitious business plans.
Findings
The paper finds evidence that the process of creating a business plan results in entrepreneurial competence being highly rated and that whether the business plan is real or fictitious does not affect the level of entrepreneurial competence.
Research limitations/implications
A longitudinal study will be required to analyse how entrepreneurial competences evolve during the business plan creation process.
Originality/value
This paper finds that few studies have been conducted to explore entrepreneurial competences in relation to business plan development and shows that more complete research is required. Moreover, both perceived and achieved competences are considered, an analysis not previously carried out.
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President Alberto Fernandez has appointed new social development and labour ministers, Victoria Tolosa Paz and Raquel Olmos, following the resignations of their predecessors amid…
Francisco Pérez Moreno, Víctor Fernando Gómez Comendador, Raquel Delgado-Aguilera Jurado, María Zamarreño Suárez, Dominik Janisch and Rosa María Arnaldo Valdes
The purpose of this paper is to set out a methodology for characterising the complexity of air traffic control (ATC) sectors based on individual operations. This machine learning…
Abstract
Purpose
The purpose of this paper is to set out a methodology for characterising the complexity of air traffic control (ATC) sectors based on individual operations. This machine learning methodology also learns from the data on which the model is based.
Design/methodology/approach
The methodology comprises three steps. Firstly, a statistical analysis of individual operations is carried out using elementary or initial variables, and these are combined using machine learning. Secondly, based on the initial statistical analysis and using machine learning techniques, the impact of air traffic flows on an ATC sector are determined. The last step is to calculate the complexity of the ATC sector based on the impact of its air traffic flows.
Findings
The results obtained are logical from an operational point of view and are easy to interpret. The classification of ATC sectors based on complexity is quite accurate.
Research limitations/implications
The methodology is in its preliminary phase and has been tested with very little data. Further refinement is required.
Originality/value
The methodology can be of significant value to ATC in that when applied to real cases, ATC will be able to anticipate the complexity of the airspace and optimise its resources accordingly.
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Raquel Martinez-Buján, Elvira Santiago-Gómez, Carlos Diz, Jose A. Cortes-Vazquez and Montserrat Golías
This paper aims to show how the Green Campus Program has been implemented at the Faculty of Sociology of the University of A Coruña (Spain). It describes the criteria used to…
Abstract
Purpose
This paper aims to show how the Green Campus Program has been implemented at the Faculty of Sociology of the University of A Coruña (Spain). It describes the criteria used to create teaching sustainability actions related to community engagement to introduce education for sustainable development into college curricula.
Design/methodology/approach
Drawing on a human-centered design model approach, as well as on transformative teaching theories, this study explores the criteria used to build the Free Classroom based on a participatory model.
Findings
The authors argue that the success of this activity depends on how it relates to the theme-based specialization of the different academic degrees through which they are managed. Equally important is the creation of permanent spaces that enable the collaboration of other organizations, such as non-governmental associations and local public administrations.
Originality/value
The findings provide valuable insights into how the social dimension of sustainability in higher education institutions can be emphasized. A model of implementation of the activities is offered under which academic, political, student and community agents are coordinated to favor the change of attitudes and behaviors to strengthen SD.
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Nicol R. Howard and Keith E. Howard
The purpose of this chapter is to critically analyze the historical relations between Black students and the American education system. In particular, this chapter is designed to…
Abstract
The purpose of this chapter is to critically analyze the historical relations between Black students and the American education system. In particular, this chapter is designed to challenge the status quo and examine the ways in which the K-12 educators today can mind the margins and remedy oppressive approaches to academically preparing and supporting Black students. Persistent informal educational tracking practices, an influx of education programs designed to segregate students, and educator biases all raise critical questions that must be addressed concerning educational equity for Black students.
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María Zamarreño Suárez, Rosa María Arnaldo Valdés, Francisco Pérez Moreno, Raquel Delgado-Aguilera Jurado, Patricia María López de Frutos and Víctor Fernando Gómez Comendador
Air traffic controllers (ATCOs) play a fundamental role in the safe, orderly and efficient management of air traffic. In the interests of improving safety, it would be beneficial…
Abstract
Purpose
Air traffic controllers (ATCOs) play a fundamental role in the safe, orderly and efficient management of air traffic. In the interests of improving safety, it would be beneficial to know what the workload thresholds are that permit ATCOs to carry out their functions safely and efficiently. The purpose of this paper is to present the development of a simulation platform to be able to validate an affective-cognitive performance methodology based on neurophysiological factors applied to ATCOs, to define the said thresholds.
Design/methodology/approach
The process followed in setting up the simulation platform is explained, with particular emphasis on the design of the program of exercises. The tools designed to obtain additional information on the actions of ATCOs and how their workload will be evaluated are also explained.
Findings
To establish the desired methodology, a series of exercises has been designed to be simulated. This paper describes the project development framework and validates it, taking preliminary results as a reference. The validation of the framework justifies further study to extend the preliminary results.
Research limitations/implications
This paper describes the first part of the project only, i.e. the definition of the problem and a proposed methodology to arrive at a workable solution. Further work will concentrate on carrying out a program of simulations and subsequent detailed analysis of the data obtained, based on the conclusions drawn from the preliminary results presented.
Originality/value
The methodology will be an important tool from the point of view of safety and the work carried out by ATCOs. This first phase is crucial as it provides a solid foundation for later stages.
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