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This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship.

A questionnaire was administered to telecommunication customers in a Western European country, and the model was estimated using partial least squares (PLS).

This study shows that the customer–firm relationship is surprisingly affected by the response to expected incidents that the customer interprets as acts of benevolence or opportunism. This research also shows that the firm's incident response interpreted as benevolence or opportunism has an effect that merely positive or negative events do not. Acts of benevolence response towards an incident positively affect customer–firm relationship quality, and expectations of such acts may lead to an upward spiral in customer commitment.

While benevolence trust has been proposed and studied before, the response to incidents interpreted as benevolent or opportunistic and their consequences have been under-studied, hence exhibiting a research gap.

在公司與顧客之間的關係的範疇內, 公司對服務事故所作的被稱為仁慈的反應的影響不曾被測量; 本研究擬就該反應的影響進行分析和探討。

研究以問卷方式進行¸ 對象為一個西歐國家裏的電訊服務客戶。研究人員使用偏最小平方法作估算, 設計有關的模型。

研究結果顯示、若顧客對公司就預期的事故所作的反應看作是仁慈的話, 又或相反地視為是投機主義所驅使的, 則公司與顧客之間的關係會出人意表地受到影響。研究結果亦顯示、顧客的仁慈、抑或是投機主義的闡釋和理解所帶來的影響, 與單純積極正面事件或消極負面事件所帶來的影響是不一樣的。公司對事件仁厚的回應會給予顧客之間的關係的質量帶來正面的影響; 而且, 對這種回應的預期、或會給客戶承諾帶來螺旋上升。

對仁厚之信賴曾被提出並作探討。唯對被視為仁慈的或機會主義作祟的反應所作的研究則不足, 這方面實存研究缺口。

Evaluating existing literature can lead to a better understanding of a scientific journal's state of the art. In this sense, this study aims to analyze the global research evolution of the Revista Europea de Dirección y Economia de la Empresa (REDEE) and the European Journal of Management and Business Economics (EJMBE).

A bibliometric analysis was conducted to acknowledge the most contributing authors, impactful articles, publication trends, keyword analysis, co-occurrence networks and collaboration networks. A total of 454 articles published between 2006 and 2022 were analyzed.

The results suggest that the international strategy set in 2014 has resulted in a steadily growing number of publications and a significant increment in citations. Relationship marketing and the connections between innovation, performance and entrepreneurship are topics of interest for the EJMBE.

Mapping existing EJMBE research through identifying the contributing authors, most impactful articles, publication trends, keyword analysis, co-occurrence networks and collaboration networks is missing to encourage new research projects.

This study aims to map the conceptual structure and evolution of the recent scientific literature published in marketing journals to identify the areas of interest and potential future research directions.

The 100 most influential marketing academic papers published between 2018 and 2022 were identified and scrutinized through a bibliometric analysis.

The findings further upheld the critical role of emerging technologies such as Blockchain in marketing and identified artificial intelligence and live streaming as emerging trends, reinforcing the importance of data-driven marketing in the discipline.

The data collection included only the 100 most cited documents between 2018 and 2022, and data were limited only to Scopus database and restrained to the Scopus-indexed marketing journals. Moreover, documents were selected based on the number of citations. Nevertheless, the data set may still provide significant insight into the marketing field.

Influential authors, papers and journals identified in this study will facilitate future literature searches and scientific dissemination in the field. This study makes an essential contribution to the marketing literature by identifying hot topics and suggesting future research themes. Also, the important role of emerging technologies and the shift of marketing toward a more data-driven approach will have significant practical implications for marketers.

To the best of the authors’ knowledge, this is the first comprehensive study offering a general overview of the leading trends and researchers in marketing state-of-the-art research.

This study aims to understand if an online dating app is considered an acceptable channel to conduct advertising activities and understand the differences between Generations X, Y and Z for such acceptance.

A total of 411 Tinder users’ reactions were obtained and analyzed using text mining to compute the sentiment score of each response, and a Kruskal–Wallis H test to verify if there are statistical differences between each generation.

The results showed positive acceptability toward the marketing campaign on Tinder, especially Z Generation. Nevertheless, the statistical analysis revealed that the differences between each generation are not statistically significant.

The main limitation relates to the fact that the participants, during the data collection, revealed their identification, perhaps leading to acquiescence bias. In addition, the study mainly covered the male population. A balanced sample would be positive to examine any possible differences between gender.

Results provide an essential indication for companies regarding their marketing activities conducted on Tinder to fully exploit the possibility of using Tinder as an alternative and valuable channel to conduct marketing activities.

Up until now, no studies tried to understand the effect of a marketing activity online on an online dating app.

The present study investigates the extent to which technological progress influences trade in the Common Market for Eastern and Southern Africa (COMESA) region over the period 1990–2017.

Methodologically, this study uses a rigorous dynamic analysis namely a dynamic vector error correction model (PVECM) to carry out the proposed investigation. Such a procedure ensures that the dynamic behaviour under consideration is properly captured, while simultaneously catering for causality issues.

The results show that technological progress has had a positive and significant effect on trade for the sample of countries in the COMESA region over the years of studies. Also, the long-run results show that local investment and economic growth have a positive impact on international trade. Furthermore, the short-run estimates allowed us to make further analysis of the results. For instance, it is observed that trade as well results in technological progress as per the study. Hence, there is reverse causation or bi-directional causality between trade and technological progress.

Very few research studies have been conducted on the link between technological progress and trade in a macroeconomy. The analysis thus is believed to supplement the dwarf literature on the technological progress and trade nexus by bringing additional evidence from COMESA.

Firefighters are daily confronted with adverse, unpredictable and demanding situations. It is a dangerous profession that puts firefighters at risk of developing burnout. Although the literature has already identified personal and work-related factors of burnout, the examination of specific factors explaining burnout among volunteer and career firefighters is still needed. The purpose of this study is to investigate the explaining role of personal and work-related factors on volunteer and career firefighters’ burnout.

A nonrandom convenience sample of 250 firefighters (67% volunteer; M_age = 31.88) completed a sociodemographic questionnaire, the Oldenburg Burnout Inventory, the Proactive Coping Scale and a standard of living subscale item. Hierarchical multiple linear regression models were tested. Fisher’s criterion was considered, with p-values lower than 0.05 interpreted as statistically significant.

Personal and work-related factors accounted for 18% of volunteer and 31% of career firefighters’ variations in burnout. Personal factors offered a greater contribution explaining volunteer and career firefighters’ burnout. Still, variations in the role played by age, family responsibilities, proactive coping and satisfaction with standard of living on burnout were found among volunteer and career firefighters. Taking the work-related factors into account, working in rotative shifts constituted a risk factor for career firefighters’ burnout.

This study advances the understanding about the role of personal and work-related factors in volunteer and career firefighters’ burnout.

This study adds information about specific factors explaining burnout among voluntary and career firefighters. It deepens existing knowledge on variations in the role played by age, family responsibilities, work conditions, proactive coping and satisfaction with standard of living on the burnout of volunteer and career firefighters.

The purpose of this paper is to review studies on the use of virtual reality (VR) and gamification to engage students in higher education for marketing issues to identify the research topics, the research gaps and to prepare a future research agenda.

A literature review is performed based on two search terms applied to Web of Science, resulting in a final pool of 115 articles. A text-mining approach is used to conduct a full-text analysis of papers related to VR and gamification in higher education. The authors also compare the salient characteristics presented in the articles.

From this analysis, five major research topics are found and analysed, namely, teaching methodologies and education, experience and motivation, student engagement, applied theories in VR and gamification. Based on this and following the theory concept characteristics methodology framework, the paper provides directions for future research.

There is no comprehensive review exploring the topics, theories, constructs and methods used in prior studies concerning VR and gamification applied to higher education services based on all the articles published in well-regarded academic journals. This review seeks to provide deeper insights, to help scholars contribute to the development of this research field.

En este documento se revisan los estudios sobre el uso de la realidad virtual (RV) y la Gamificación para involucrar a los estudiantes en la educación superior en marketing, se identifican los principales temas de investigación tratados, las lagunas de investigación y se sugiere una agenda futura de investigación.

Una revisión de la literatura basada en dos búsquedas en Web of Science (WOS) permitió identificar 115 artículos. La minería de textos se utilizó para realizar un análisis de texto completo de los artículos relacionados con RV y gamificación en la educación superior. Los autores también compararon las características más destacadas de los artículos.

A partir de este análisis, se encuentran y analizan cinco grandes temas de investigación: metodologías de enseñanza y educación, experiencia y motivación, compromiso de los estudiantes, aplicadas a la RV y la gamificación. Basándose en esto y siguiendo el marco del TCCM, el artículo proporciona una agenda futura de investigación.

No hay una revisión exhaustiva que explore los temas, las teorías, construcciones y métodos utilizados en estudios anteriores relativos a RV y gamificación aplicados a servicios de educación superior basados en todos los artículos publicados en revistas académicas. Esta revisión proporciona una panorámica más detallada y sugiere a los académicos nuevas líneas de trabajo para seguir desarrollando este campo de investigación.

本文的目的是回顾为了提高学生参与高等教育而使用虚拟现实(VR)和游戏化的营销方面的研究，以确定它们的研究主题，研究差距，并以此准备未来的研究议程。

本文的文献综述是基于Web of Science的两个搜索词进行的，最终搜索出115篇文章。本文采用文本挖掘方法，对与高等教育中的虚拟现实和游戏化相关的论文进行全文分析。作者还比较了这些文章中呈现的显著特征。

从这一调查中，我们发现并分析了五大研究主题，即教学方法与教育、体验与动机、学生参与、虚拟现实应用理论和游戏化。在此基础上，遵循理论概念、特征、方法论框架，为今后的研究提供了方向。

目前，在权威学术期刊上发表的所有文章，都没有对以往关于虚拟现实和游戏化应用于高等教育服务的研究的主题、理论、结构和方法进行全面的综述。本文旨在提供更深刻的见解，以帮助学者们为这一研究领域的发展做出贡献。

The study aims to shed light on the historical and contemporary trends of biodiversity accounting literature, while simultaneously offering insights into the future of research in this sector. The paper also aims to raise awareness among accounting researchers about their role in preserving biodiversity and informing improvements in policy and practice in this area.

The Bibliometrix R-package is used to carry out an algorithmic historiography. The reference publication year spectroscopy (RPYS) methodology is implemented. It is a unique approach to bibliometric analysis that allows researchers to identify and examine historical patterns in scientific literature.

The work provides a distinct and comprehensive discussion of the four distinct periods demarcating the progression of scientific discourse regarding biodiversity accounting. These periods are identified as Origins (1767–1864), Awareness (1865–1961), Consolidation (1962–1995) and Acceleration (1996–2021). The study offers an insightful analysis of the main thematic advancements, interpretative paradigm shifts and theoretical developments that occurred during these periods.

The paper offers a significant contribution to the existing academic debate on the prospects for accounting scholars to concentrate their research efforts on biodiversity and thereby promote advancements in policy and practice in this sector.

The article represents the first example of using an algorithmic historiography approach to examine the corpus of literature dealing with biodiversity accounting. The value of this study comes from the fusion of historical methodology and perspective. To the best of the authors’ knowledge, this is also the first scientific investigation applying RPYS in the accounting sector.

Sustainable customer relationship management (SCRM) is a combination of business strategy, customer-oriented business processes and computer systems that seeks to integrate sustainability into customer relationship management. The purpose of this paper is to contribute to the body of knowledge of marketing, business management and computer systems research domains by classifying in research categories the current state of knowledge on SCRM, by analysing the major research streams and by identifying a future research agenda in each research category.

To identify, select, collect, synthesise, analyse and evaluate all research published on SCRM, providing a complete insight in this research area, the PRISMA methodology, content analysis and bibliometric tools are used.

In total, 139 papers were analysed to assess the trend of the number of papers published and the number of citations of these papers; to identify the top contributing countries, authors, institutions and sources; to reveal the findings of the major research streams; to develop a classification framework composed by seven research categories (CRM as a key factor for enterprise sustainability, SCRM frameworks, SCRM computer tools and methods, case studies, SCRM and sustainable supply chain management, sustainable marketing and knowledge management) in which academics could expand SCRM research; and to establish future research challenges.

This paper have an important positive social and environmental impact for society because it will lead to an increase in the number of green and socially conscious customers with an ethical behavior, while also transforming business processes, products and services, making them more sustainable.

Customer relationship management in the age of sustainable development is an increasing research area. Nevertheless, to the authors' knowledge, there are no systematic literature reviews that identify the major research streams, develop a classification framework, analyse the evolution in this research field and propose a future research agenda.