The aim of this study is to examine the relationship between sustainability with customer satisfaction and service experience in service ecosystems, by analyzing the moderated role of business ...models. A model with four variables is proposed, whereby customer satisfaction is the dependent variable, perceived sustainability of the service ecosystem is the explanatory variable, service experience is the mediator variable, and business models is the moderator variable. The model is applied in a survey of tourists. The results enable comparison of the causal model: perceived sustainability influences customer satisfaction directly and indirectly through service experience; and business model can play a moderator role since significant differences are identified in one of the three types of tourism destinations.
We present the results of an experimental investigation on incentives to adopt cleaner abatement technologies in the presence of imperfect compliance. We consider two emission control ...instruments—emission taxes and tradable permits—as well as different combinations of the inspection probability and fine for non-compliance, which can result in full or weak enforcement scenarios. We review and qualify existing theoretical predictions in several ways and find the main result is that allowing for weak enforcement causes tax evasion, reductions in permit prices and lower adoption rates of cleaner abatement technologies. As a result, there are increases in aggregate emissions. Finally, treatments with tradable permits under weak enforcement encounter insufficient trading.
This paper empirically analyzes the convergence and interdependence of environmental taxes in Europe from 1998 to 2018. Our results evidence a lack of European integration and reveal a group of ...converging countries characterized by a lowering tax burden. Moreover, a subsequent spatial regression analysis supports that the converging countries exhibit a significantly greater sensibility to the neighboring environmental tax policies, compatible with some degree of cross-country tax competition.
The aim of this paper is to study the relationship between customer experience and word of mouth (WOM) through two mediating variables: customer satisfaction and memorable characteristics of service ...experience (MCSE). Memory theory is adopted as a theoretical background, with emphasis on the key role of episodic or autobiographical memory. Memorable customer experience (MCE) is defined from this perspective, thereby enabling the connection between human memory theory and service-dominant (S-D) logic. As for the impact of the internet on WOM, two types of WOM behaviours are examined: positive WOM (pWOM) and eWOM. A methodology was designed from a survey that used a questionnaire based on measurement scales validated by the literature. The sample is of 1476 tourists who visited seven Spanish tourism destinations. The results show service experience precedes customer satisfaction and MCSE. Both pWOM and eWOM are significantly influenced by customer satisfaction and MCSE. Various scenarios are put forward in which several combinations of customer satisfaction and MCSE give rise to different intensities and valence of pWOM and eWOM.
•The formation and retrieval of autobiographical memories is an important aspect of the co-creation of service experiences.•A path between service experience and WOM through two mediating variables MCSE and satisfaction) is tested.•Memorable characteristics of customer experience appears to be associated with vividness, emotional intensity and sharing.•A table with three levels of customer satisfaction and three levels of MCSE is provide to explain different scenarios.
Purpose This research aims to determine to what extent corporate social responsibility (CSR) actions developed by bank entities in Spain improve the vulnerable customers' emotions and quality ...perception of the banking service. Consequently, this increases the quality of their relationship regarding satisfaction, trust and engagement. Design/methodology/approach Data from 734 vulnerable banking customers were analyzed through structural equations modeling (EQS 6.2) to test the relationships of the proposed variables. Findings Vulnerable customers' emotional disposition exerts a strong influence on their perceived service quality. The antecedent effect is concentrated primarily on the CSR towards the client, with a residual secondary weight on the CSR towards society. These positive service emotions are determinants of the outcome quality perceived by vulnerable customers, directly in terms of higher satisfaction and trust and indirectly through engagement. Practical implications This research contributes to understanding how financial service providers should adapt to the specific characteristics and needs of vulnerable clients by adopting a strategy of approach, personalization and humanization of the service that seems to move away from the actions implemented by the banking industry in recent years. Originality/value This study has adopted a theoretical and empirical perspective on the impact of CSR on service emotions and outcome quality of vulnerable banking customers. Moreover, banks can adopt a dual conception of CSR: a macro and external scope toward society and a micro and internal scope toward customers.
A mindful person is prone to be open to novelty, attentive to distinctions, sensitive to context, aware of multiple perspectives, and focused on the present. Therefore, the role of mindfulness in ...educational contexts is gaining ground given the great possibilities it offers in developing students’ competences in education for sustainable development (ESD). The main goal of this study is to explore how mindfulness plays a key role in the learning process in response to the need to develop students’ emotional competencies in ESD, and specifically how mindfulness has an impact on academic performance through resilience. We tested the research model with a questionnaire addressed to 497 students from three higher education institutions and one secondary school. The results of a structural equation analysis confirm the study hypotheses. We find mindfulness is positively related to resilience, which leads to better academic performance. Thus, being mindful is a key competence in ESD since it allows young people to face their education with the highest possibilities of training, experience, and personal growth. This exploratory study offers further evidence of the need to invest in mindfulness to foster resilience and academic performance and represents a first step for designing additional interventions on this line.
Este trabajo ha obtenido el 1.er Premio Estudios Financieros 2022 en la modalidad de Marketing y Publicidad.
Este estudio supone una contribución importante a la literatura de turismo al explorar la ...relación entre la sostenibilidad y la gastronomía local en los destinos turísticos dentro del marco conceptual de la investigación de servicios transformadores. Además, tras la pandemia de la covid-19, la experiencia segura se propone como una nueva dimensión en la escala de medición de experiencia de servicio EXQ para considerar la importancia de la seguridad en la salud. A través de un cuestionario a 1.433 turistas, se confirman todas las hipótesis planteadas, comprobándose así la sostenibilidad percibida, la gastronomía local y la experiencia de servicio como aspectos clave en la estrategia de cualquier destino turístico. En primer lugar, el estudio identifica que la sostenibilidad percibida es un factor determinante de la experiencia de servicio del turista en el destino. Los turistas consideran que la sostenibilidad es una parte intrínseca de la propuesta de valor del destino y valoran la experiencia local de gastronomía y servicio a través del filtro de la sostenibilidad. En segundo lugar, la percepción de la gastronomía local no solo afecta a la experiencia turística, sino que influye de manera decisiva en la sostenibilidad percibida. Finalmente, la experiencia de servicio de los turistas tiene un efecto positivo significativo en la satisfacción, lo que a su vez afecta de manera positiva a la abogacía. También se demuestra la importancia de la experiencia segura en la experiencia de servicio, lo cual supone una contribución a la literatura de turismo en el contexto de la covid-19.
El presente estudio observa la relacion entre la implementacion de actividades basadas en herramientas TIC y la consiguiente satisfaccion del alumnado participante. Especificamente, utilizamos la ...plataforma Kahoot! para generar preguntas relacionadas con la materia impartida, que son contestadas en linea por los estudiantes a través de smartphones u otros dispositivos digitales. Tras realizar este tipo de actividades en el aula universitaria durante varias sesiones docentes, solicitamos a los participantes que rellenaran una encuesta para medir el grado de satisfaccion de los mismos. Nuestros resultados confirman que el uso de este tipo de actividades motiva al alumnado a participar activamente en la clase.
The achievement of Sustainable Development Goals (SDG) related to the environment requires identifying new sources of environmental degradation. This paper analyzes how market size asymmetry affects ...government decisions on environmental policy in the context of bilateral international trade and imperfect competition. We model an international duopoly with market size asymmetry and product heterogeneity. Each firm produces two different products, one for the domestic and one for the foreign markets, where the firms' production generates local emissions. When planning policies, the government in each country must choose between two options: an emission tax or a production subsidy. The findings of our paper underline the crucial role of market size asymmetry in determining the non-cooperative equilibrium policy in a setting where both firms and governments act strategically. We find that an increase in market size asymmetry between countries encourages governments to shift from emission taxes to production subsidies. Therefore, the environmental policy must consider these aspects to achieve greater effectiveness of regulation in favor of the environment. Actions to mitigate increased pollution should regulate production subsidies and improve the practices of governments and companies.
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