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This study aims to identify the determinants of customer disengagement (CD) and negative customer engagement (NCE) behaviours following service failure.

This study distributed a survey on negative service experiences to 404 customers in Vietnam and analysed the data using structural equation modelling.

Based on the findings, this paper developed a comprehensive model of the determinants of CD and NCE behaviours. CD manifests as “neglect”, while NCE manifests as vindictive, third-party and online complaints and negative word of mouth. The key drivers of CD and NCE are negative expectancy disconfirmation and perceived injustice, mediated by customer outrage. A novel finding is that self-efficacy and risk-taking traits enhance NCE behaviours. Vietnamese customers tend to adopt less confrontational NCE behaviours.

The findings provide brand managers with insights into unfavourable customer responses to service failure, including CD and NCE behaviours. Customers in Vietnam were predominantly found to disengage. Fulfilling the firm’s promises and treating customers fairly are paramount for preventing customer outrage, CD and NCE.

This study identifies the determinants of CD and NCE, namely, disconfirmation of service quality expectations and perceived injustice, in the context of an emerging market.

Environmental disasters are preventable, but this remains a complicated and elusive prospect. This article discusses factors that combine to limit and undermine environmental disaster prevention efforts and explores directions for improved theory and practice.

The challenge of integrating root cause analysis of environmental disasters with interventions and preventive measures at later stages of disaster incubation is outlined. The prospect of learning and transferring lessons from past environmental disasters is discussed. Eighteen environmental disaster cases are summarized and analyzed.

A range of factors, including complexity, lack of lesson transfer, perceived lack of incentives and inaction, limits advances in environmental disaster prevention. Theoretical challenges involve better bridging of root cause and incubation analyses, enhanced understanding of the nature and discipline of foresight and greater documentation of alternative approaches to prevention, including post–normal techniques. Although a transformative breakthrough in environmental disaster prevention is unlikely, substantial progress could be made through better lesson transfer and application of alternative approaches.

This article draws attention to problems and opportunities surrounding the challenge of environmental disaster prevention and proposes directions for improved theory and practice.

The ways communities have regarded disasters and natural hazards in the cultural sphere can provide a lens to inform the understanding of their ability to withstand shocks and the factors that led to such conditions. Only by tracing the complexities of creating, transmitting and preserving a culture of preparedness among disaster-vulnerable communities can researchers and practitioners claim to be working toward policy that is informed by the communities’ own experience and design policy or programming on their behalf.

In efforts to prevent, respond to and recover from disasters, what alternatives are available to top-down strategies for imposing expert knowledge on lay publics? How is the context of communities’ socioecological context understood in the development of programs and policy on their behalf? What can be learned from community narratives and cultural practices to inform disaster risk reduction?

I collected examples of how different communities perceive, prevent and respond to disaster through art, music and literature and analyzed how these were embedded into local narratives and how historical context influenced such approaches. My findings show that communities use cultural practices to contextualize experiences of hazards into their collective narrative; that is, storytelling and commemoration make disasters comprehensible. By incorporating such findings into existing policies and programs, institutions may be able to more effectively apply them to affected communities or build new ones around their actual needs and experiences.

By framing disasters as an anthropological inquiry, practitioners can better recognize the influence of a place’s nuance in the disaster management canon–guided by these details, not despite them.

The purpose of this study is to understand the potential of serious gaming as an imaginative and creative method to collect data in disaster studies that address key concerns such as extractive research, power inequalities, and bridging the theory-practice gap in exploring post-disaster recovery.

Novel serious gaming approach deployed to connect theory-practice by identifying and co-analysing post-disaster recovery gaps in a workshop setting.

The serious game has value in bridging theory-practice divides, identifying and exploring gaps/solutions in post-flood recovery, and serving as a novel social science research approach for disaster studies.

Outlining a dialogic approach to knowledge construction between academics, practitioners, policymakers and community voices on post-disaster recovery.

Fostering collaboration and knowledge construction on post-disaster recovery gaps across stakeholders is valuable in improving disaster resilience strategies that benefit communities affected by disasters.

The paper proposes a creative and co-developed serious game method of data collection for disaster studies.

This paper proposes a way of reflexing on how we think within critical disaster studies. It focuses on the biases and unthought dimensions of two concepts – resilience and development – and reflects on the relationship between theory and practice in critical disaster studies.

Premised on the idea of epistemic reflexivity developed by Pierre Bourdieu, and drawing on previous research, this theoretical article analyses two conceptual biases and shortcomings of disaster studies: how resilience builds on certain agency; and how development assumes certain political imagination.

The article argues that critical disaster scholars must reflect on their own intellectual practice, including the origin of concepts and what they do. This is exemplified by a description of how the idea of resistance is intimately connected to that of resilience, and by showing that we must go beyond the capitalist realism that typically underlies development and risk creation. The theoretical advancement of our field can provide ways of thinking about the premises of many of our concepts.

The paper offers an invitation for disaster researchers to engage with critical thought and meta-theoretical reflexions. To think profoundly about our concepts is a necessary first step to developing critical scholarship. Epistemic reflexivity in critical disaster studies therefore provides an interesting avenue by which to liberate the field from overly technocratic approaches and develop its own criticality.

Over the past 50 years, dark tourism has seen exponential growth in terms of both physical and digital contexts. Dark tourism is primarily a concentration around documented accounts of physical violence, and theorizations centered on dark tourism studies have generally fallen within either behavioral or interpretivist perspectives. Such perspectives are indicative of the continually evolving nature of dark tourism and its receptiveness to new definitions, conceptual frameworks, and theorizations. Taking this into consideration, this chapter seeks to develop and broaden the notion of “dark tourism” within the era of late capitalism by presenting fresh theoretical perspectives stemming from critical criminological frameworks. Specifically, in drawing upon critical notions of violence and the emerging deviant leisure framework, this chapter will aim to instigate fresh academic enquiry into the nature of dark tourism, expand its theoretical underpinnings, and subsequently provide a means in which to examine how banal forms of tourism play an integral part in the proliferation of some of the most serious harms that populate the contemporary neoliberal landscape.

Using critical disaster studies and state theory, we assess the disaster aid platform named Lebanon Reconstruction, Reform and Recovery Framework (3RF) that was put in place by international donors in the aftermath of the Beirut Port Blast in August 2020, in order to examine the effectiveness of its inclusive decision-making architecture, as well as its institutional building and legislative reform efforts.

The paper uses the case study approaach and relies on two original data sets compiled by authors, using desk reviews of academic literature and secondary data, in addition to 24 semi-structured expert interviews and participant observation for two years.

The aid platform appears innovative, participatory and effectively functioning toward recovery and reform. However, in practice, the government dismisses CSOs, undermines reforms and dodges state building, whereas the 3RF is structured in incoherent ways and operates according to conflicting logics, generating inertia and pitfalls that hinder effective participatory governance, prevent institutional building, and delay the making of projects.

The research contributes to critical scholarship as it addresses an important research gap concerning disaster aid platforms’ institutional design and governance that are under-studied in critical disaster studies and political studies. It also highlights the need for critical disaster studies to engage with state theory and vice-versa.

The research contributes to evaluations of disaster recovery processes and outcomes. It highlights the limits of disaster aid platforms’ claims for participatory decision-making, institutional-building and reforms.

The paper amplifies critical disaster studies, through the reflexive analysis of a case-study of an aid platform.

Reflexivity supports research teams in developing and implementing interdisciplinarity perspectives, but there is still limited literature on this topic. To fill this gap, we explore how reflexivity can support a research team in its interdisciplinary efforts to create new knowledge for disaster risk reduction.

We present the reflexive journey of our interdisciplinary research team consisting of Ecuador- and UK-based researchers from the social sciences, physical sciences and the arts and humanities and conducting multi-hazard research on Quito. By triangulating data obtained from different material collected during the reflexive journey, we discuss examples of how our team employed reflexivity towards interdisciplinarity.

The reflexive journey allowed our interdisciplinary team to acknowledge and give value to its diversity; to discuss disciplinary language differences, and to gradually develop interdisciplinary working practices and conversations. The journey demonstrates how reflexive practices within research teams allow researchers to overcome disciplinary differences and promote interdisciplinarity to reach research outcomes.

Our reflexive experience shows that adopting reflexivity can be effective in both enhancing interdisciplinarity and addressing the complex nature of risk.

This paper aimed to develop a participatory methodology to analyze the disaster risk creation in coastal cities, based on an approach that combines social, urban, environmental and disaster risk elements.

The methodology uses some aspects of three theoretical approaches in a complementary way: i) the Pressure and Release (PAR) framework for the identification of dynamic pressures that contribute to disaster risk creation; ii) the application of Drivers, Pressure, State, Impact, Response (DPSIR) framework to analyze environmental dimensions; and iii) urban analysis, applying the Strengths, Weaknesses, Opportunities and Threats (SWOT) tool to classify urban processes. The methodology combined the use of satellite remote sensing data to analyze the urban sprawl and citizen science methods to collect social and environmental data, using the case study of the watershed of the Juqueriquerê River in the coastal city of Caraguatatuba, Brazil. The pilot project was part of a local university extension project of the undergraduate course on Architecture and Urban Planning and also engaged residents and city hall representatives.

The satellite remote sense data analysis indicated a continuous urban sprawl between 1985 and 2020, especially in the south of the Juqueriquerê watershed, reducing urban drainage and increasing the extension and water depth of urban flooding and riverine floods. Using citizen science methods, undergraduates identified settlements with limited economic resources to elevate houses and a lack of infrastructure to promote a resilient coastal city. After identifying the dynamic pressures that contribute to disaster risk creation and the weaknesses and strengths of a resilient city, undergraduate students proposed urban planning interventions and gray and green infrastructure projects to mitigate disaster risks.

The paper identifies urban sprawl in disaster-prone areas as one of the risk factors contributing to disaster. It also comprehensively analyzes differences between different zones in the Juqueriqere River, which will be useful for policy-making.

The method presented an interdisciplinary approach that used satellite remote sensing data and citizen science techniques to analyze disaster risks in coastal cities. The multidimensional approach used to evaluate risks is useful and can be replicated in other similar studies to gain a more comprehensive understanding of disaster risks.

The question of “why we are in disaster studies” can be essential to reflect on discourses and practices – as students, researchers and professors – in constituting an oppressive disaster science and finding ways to liberate from it.

This paper is based on autobiographical research and institutional ethnography to observe and analyze the discourses and practices about career trajectories as students, researchers and professors in disaster studies.

The paper provides some categories, concepts, theoretical approaches and lived experiences helpful for discussing ways of liberating disaster studies, such as public sociology of disaster.

Few papers have focused on professional trajectories in disaster studies, bringing insights from public sociology and questioning oppressive disaster science.