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Dysfunctional customer behavior (DCB) is costly and problematic for organizations. This research seeks to understand how DCB spreads and how businesses can effectively deal with it through employee intervention.

This research conducted a survey study and an experimental study to examine the proposed model.

Through two studies, we discovered that when an employee intervenes to stop DCB and is perceived as having high coping ability, observing customers learn from the employee’s action, resulting in reduced empathy toward the dysfunctional customer and diminished intentions to engage in DCB. Conversely, if they perceive the employee as having low coping ability, the intervention backfires, enhancing the observers’ empathy toward the dysfunctional customer and consequently leading them to engage in more DCB.

This research unveils an additional mechanism that explains the spread of DCB. It also contributes to the employee intervention literature by shedding light on when employee intervention can backfire. Further, our application of social learning theory along with the person-situation interaction literature offers a fresh perspective in explaining service exchanges.

This chapter examines the Netherlands’ challenges in safeguarding its low-lying coastline against rising sea levels and the consequences of coastal defense strategies on marine life, particularly in relation to SDG14. Sea-level rise necessitates increased soft coastal defense strategies, affecting seafloor areas and marine biodiversity through sand extraction and sand nourishments. The use of hard structures for coastal defense contributes to the loss of natural coastal habitats, raising biodiversity concerns. The chapter explores the potential benefits of artificial hard surfaces as marine habitats, emphasising the need for careful design to prevent ecological problems caused by invasive species. Strategies for enhancing biodiversity on human-made hard substrate structures, including material variations, hole drilling, and adaptations, are discussed. The ecological impact of marine sand extraction is examined, detailing its effects on benthic fauna, sediment characteristics, primary production, and fish and shrimp populations. Solutions proposed include improved design for mining areas, ecosystem-based rules for extraction sites, and ecologically enriched extraction areas. The ecosystem effects of marine sand nourishments are also analysed, considering the impact on habitat suitability for various species. The chemical effects of anaerobic sediment and recovery challenges are addressed. Mitigation measures, such as strategic nourishment location and timing, adherence to local morphology, and technical solutions, are suggested. The chapter underscores the importance of education in Nature-based Solutions and announces the launch of a new BSc programme in Marine Sciences at Wageningen University & Research, integrating social and ecological knowledge to address challenges in seas, oceans, and coastal regions and support SDG14 goals.

The purpose of this paper is to review cases of artificial reefs built through additive manufacturing (AM) technologies and analyse their ecological goals, fabrication process, materials, structural design features and implementation location to determine predominant parameters, environmental impacts, advantages, and limitations.

The review analysed 16 cases of artificial reefs from both temperate and tropical regions. These were categorised based on the AM process used, the mortar material used (crucial for biological applications), the structural design features and the location of implementation. These parameters are assessed to determine how effectively the designs meet the stipulated ecological goals, how AM technologies demonstrate their potential in comparison to conventional methods and the preference locations of these implementations.

The overview revealed that the dominant artificial reef implementation occurs in the Mediterranean and Atlantic Seas, both accounting for 24%. The remaining cases were in the Australian Sea (20%), the South Asia Sea (12%), the Persian Gulf and the Pacific Ocean, both with 8%, and the Indian Sea with 4% of all the cases studied. It was concluded that fused filament fabrication, binder jetting and material extrusion represent the main AM processes used to build artificial reefs. Cementitious materials, ceramics, polymers and geopolymer formulations were used, incorporating aggregates from mineral residues, biological wastes and pozzolan materials, to reduce environmental impacts, promote the circular economy and be more beneficial for marine ecosystems. The evaluation ranking assessed how well their design and materials align with their ecological goals, demonstrating that five cases were ranked with high effectiveness, ten projects with moderate effectiveness and one case with low effectiveness.

AM represents an innovative method for marine restoration and management. It offers a rapid prototyping technique for design validation and enables the creation of highly complex shapes for habitat diversification while incorporating a diverse range of materials to benefit environmental and marine species’ habitats.

The tourism industry's deep interindustry linkages makes it a significant engine of growth for an economy. When aligned with specific sustainability goals, it becomes an effective means of inclusive prosperity and environmental protection. Coming fresh from the lockdown, investors and stakeholders are more conscious of their investing and spending decisions preferring more and more businesses and industries with sustainable business practices (Leal Filho et al., 2022). Specifically, tourism's generation of business and customer values must also extend to generation of value to the environment, society, and even on governance (GIZ, 2020). This chapter, using a system's view approach, demonstrates how activities in the tourism value chain – besides being an engine of growth – can also be the vehicle to attaining environmental, social, and governance (ESG) aspirations.

Anchored in the theories of brand gestalt and stakeholder perspectives, this study aims to undertake a comprehensive examination of the brand gestalt concept, emphasizing its multidimensional nature and the process of co-creation.

Focused within the context of the Wonderful Indonesia brand, the research draws upon a rich qualitative data set derived from in-depth interviews conducted with 18 international tourists, supplemented by netnography (or internet ethnography) of websites, social media and online articles related to Wonderful Indonesia. Using grounded theory methodology, the qualitative data undergo rigorous analysis to identify emergent themes and patterns.

The research elucidates the four dimensions (4S) comprising brand gestalt: storyscapes, sensescapes, servicescapes and stakeholderscapes. Each dimension is further delineated into essential categories, providing a comprehensive understanding of brand gestalt. This study highlights the collaborative nature of brand gestalt, emphasizing the involvement of multiple stakeholders in shaping the brand's identity and perception. Consumer perceptions of co-creation are identified as significant contributors to brand gestalt, enhancing the brand's value proposition.

Destination management and practitioners can use the insights from the research to refine their brand management and marketing strategies by leveraging the dimensions of brand gestalt. Recognizing the collaborative construct of brand gestalt can guide businesses in fostering meaningful relationships with stakeholders and aligning branding efforts with collective visions. Understanding the role of consumer co-creation in brand development can inform strategies aimed at enhancing brand equity and fostering consumer loyalty.

This study extends existing literature on brand gestalt by providing a comprehensive examination of its four dimensions and essential categories. By emphasizing the collaborative nature of brand gestalt, this study contributes to advancing the understanding of brand co-creation paradigms. The identification of consumer perceptions of co-creation as a significant factor in brand gestalt adds novel insights to the literature, offering valuable implications for brand management and marketing strategies.

This research aims to propose a model for the complex decision-making involved in the ecological restoration of mega-infrastructure (e.g. railway engineering). This model is based on multi-source heterogeneous data and will enable stakeholders to solve practical problems in decision-making processes and prevent delayed responses to the demand for ecological restoration.

Based on the principle of complexity degradation, this research collects and brings together multi-source heterogeneous data, including meteorological station data, remote sensing image data, railway engineering ecological risk text data and ecological restoration text data. Further, this research establishes an ecological restoration plan library to form input feature vectors. Random forest is used for classification decisions. The ecological restoration technologies and restoration plant species suitable for different regions are generated.

This research can effectively assist managers of mega-infrastructure projects in making ecological restoration decisions. The accuracy of the model reaches 0.83. Based on the natural environment and construction disturbances in different regions, this model can determine suitable types of trees, shrubs and herbs for planting, as well as the corresponding ecological restoration technologies needed.

Managers should pay attention to the multiple types of data generated in different stages of megaproject and identify the internal relationships between these multi-source heterogeneous data, which provides a decision-making basis for complex management decisions. The coupling between ecological restoration technologies and restoration plant species is also an important factor in improving the efficiency of ecological compensation.

Unlike previous studies, which have selected a typical section of a railway for specialized analysis, the complex decision-making model for ecological restoration proposed in this research has wider geographical applicability and can better meet the diverse ecological restoration needs of railway projects that span large regions.

This study aimed to address the underexplored domain of organisational vulnerability, with a specific focus on understanding how vulnerability is understood in organisations and the underlying pathways leading to vulnerability.

This study utilised a narrative literature review methodology, using Google Scholar as the primary source, to analyse the concepts of organisational vulnerability in the context of disaster risk studies. The review focused on relevant documents published between the years 2000 and 2022.

The analysis highlights the multifaceted nature of organisational vulnerability, which arises from both inherent weaknesses within the organisation and external risks that expose it to potential hazards. The inherent weaknesses are rooted in internal vulnerability pathways such as organisational culture, managerial ignorance, human resources, and communication weaknesses that compromise the organisation’s resilience. The external dimension of vulnerability is found in cascading vulnerability pathways, e.g. critical infrastructure, supply chains, and customer relationships.

As the frequency and severity of disasters continue to increase, organisations of all sizes face heightened vulnerability to unforeseen disruptions and potential destruction. Acknowledging and comprehending organisational vulnerability is a crucial initial step towards enhancing risk management effectiveness, fostering resilience, and promoting sustainable success in an interconnected global environment and an evolving disaster landscape.