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The service-profit chain model (Heskett, Jones, Loverman, Sasser, & Schlesinger, 1994) highlights the well-documented relationship between employee and customer attitudes suggesting that employees who are satisfied and engaged with their work provide better customer service resulting in higher levels of customer satisfaction and, ultimately, driving firm revenue. The authors propose an expansion of the service-profit margin identifying the leadership behaviors that create positive employee attitudes and engagement. Specifically, the authors suggest that leaders who focus on recognition, involvement, growth and development, health and safety, and teamwork (Kelloway, Nielsen, & Dimoff, 2017) create a psychologically healthy workplace for customer service providers and, ultimately, an enhanced customer experience.

The present study aims to identify the determinants of the capital structure of restaurants firms in Portugal, as well as to analyze the application of capital structure theories in those companies.

In order to reach the objectives, a sample of 400 companies belonging to the restaurant sector was used. The analysis was carried out between 2008 and 2017, and multiple linear regression, based on panel data, was applied.

The obtained results allowed to verify that the considered variables have different effects on the capital structure of the companies under study and that the restaurant sector partially applies the trade-off, pecking order and signaling theories.

Purpose: The COVID-19 pandemic has fundamentally impacted upon the travel supply chain and influenced tourist behaviours. This is further evidenced in corporate and travel firm concerns surrounding future sales and profitability. Instilling confidence amongst tourists is therefore imperative to ensure consumers continue purchasing the holiday product. However, the management of an intangible and relatively unknown virus has compounded the already difficult management of the tourist experience.

Design/Methodology/Approach: The chapter reviews the impact of COVID-19 in the context of the tourism supply chain and the safety and security measures implemented in destinations. The financial implications of safety and security measures are acknowledged with management challenges and solutions discussed. The chapter underpins its analysis with the use of regional, national and international examples.

Findings: Contingency strategies ranging from quarantine to health and safety certification have been deployed by national governments and regional authorities. However, the complexity of the tourism product and the range of stakeholders involved in its make-up and distribution compounds the ability to ensure safety from the virus.

Practical Implications: The review acknowledges limitations of health and safety measures in the field and forwards alternative suggestions that can be adopted by tourism destinations and enterprises.

Originality/Value: The chapter is novel in that it reviews health and safety and financial security practices in the field as they relate to the COVID-19 pandemic.

Purpose: The COVID-19 pandemic has resulted in vital implications for tourism education and curricula, and the education effectiveness in times of crisis ought to be resilient in the light of its preparedness, response and recovery policies and research. Purpose of the study is to analyse the academic practices in tourism education with a specific focus for incorporating the resilient adaptation strategies.

Design/Methodology/Approach: The study is conducted using content analysis of published data along with interviews with heads of the tourism educational institutions.

Findings: Very few universities are offering courses on resilience and disaster management as part of the curriculum in the tourism study programmes.

Originality/Value: The chapter provides strategies on the effective integration of resilient tourism policy and practices as mitigation measures into the tourism education system with a special emphasis on disaster prevention, mitigation and vulnerability reduction at the destinations in the post-COVID-19 scenario.

In our present economy, producers by definition seek to maximise profit through minimising cost. If there is no explicit societal or regulatorily mandated value in ensuring that environmental and social welfare costs are evaluated and included in business-as-usual functioning, these attributes may be omitted and are typically referenced as ‘externalities’ or market failures. At the consumer level with an increased understanding of the impact of externalities on human and environmental welfare, there is an interest in both operational transparency in the production of goods and services and in evaluating the resource and justice footprint of consumption choices. As a result, companies that are publicly pursuing operationalised sustainability across all their functions have an opportunity to establish a brand premium; however, the marketing of sustainability may differ from the implementation of sustainability highlighting that a degree of transparency is required to provide credibility. This chapter analyses an emerging marketing channel, ‘social marketing’. Social marketing is a strategy that promotes the perception of an alignment between individual values and business objectives by encouraging positive behaviours, like caring for the environment. This chapter provides a case study of Levi Strauss and reviews portions of the company's sustainability marketing program to address how marketing is being used to engage, educate and empower customers, while simultaneously establishing a sustainability brand identity for the company.

We present a critical literature review debating Brazilian research on social and environmental accounting (SEA). The aim of this study is to understand the role of politics in the construction of hegemonies in SEA research in Brazil. In particular, we examine the role of hegemony in relation to the co-option of SEA literature and sustainability in the Brazilian context by the logic of development for economic growth in emerging economies. The methodological approach adopts a post-structural perspective that reflects Laclau and Mouffe’s discourse theory. The study employs a hermeneutical, rhetorical approach to understand and classify 352 Brazilian research articles on SEA. We employ Brown and Fraser’s (2006) categorizations of SEA literature to help in our analysis: the business case, the stakeholder–accountability approach, and the critical case. We argue that the business case is prominent in Brazilian studies. Second-stage analysis suggests that the major themes under discussion include measurement, consulting, and descriptive approach. We argue that these themes illustrate the degree of influence of the hegemonic politics relevant to emerging economics, as these themes predominantly concern economic growth and a capitalist context. This paper discusses trends and practices in the Brazilian literature on SEA and argues that the focus means that SEA avoids critical debates of the role of capitalist logics in an emerging economy concerning sustainability. We urge the Brazilian academy to understand the implications of its reifying agenda and engage, counter-hegemonically, in a social and political agenda beyond the hegemonic support of a particular set of capitalist interests.

Innovation thrives during crises. Covid-19 gives one such opportunity to the pharmaceutical industry. Product innovation gives an opportunity to beat the pandemic. However, process innovation using the concept of co-opetition can help the pharmaceutical industry create a win–win for the market and the industry. This chapter covers co-opetition strategies that pharmaceutical sector can follow to help the customers and marketers win this game. The chapter looks at various co-operation-based strategies including co-operation by division of markets, co-operation by sharing of distribution, co-operation through patent waivers and co-operation with complementary goods manufacturers. After the co-operation, comes competition. The chapter considers duopoly as a means to help divide the market for all to co-exist.