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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.

Disaster research is often geared towards logocentrism and has relatively few outputs that explore alternative forms of representation, particularly those using an artistic medium. This paper explores how the creative use of audio representation can enhance understanding of flooding experiences, challenging the predominant text-based approach within qualitative study.

During a series of visits to people who had been flooded in 2019 in the UK, interviews and ambient sounds were recorded, analysed and then intertwined with musical elements composed by the lead author. The result is a phonographic representation of the synthesised data. The process explores a tripartite, creative, sonic approach that comingles thematic spoken excerpts with local sounds and musical compositions.

This article presents three sonic vignettes that illustrate the use of audio as a medium for academic research outputs. It contributes to the current consensus that the interpretation, representation and dissemination of research findings should be broadened beyond the dominance of the written word to align with the ethos of the Disaster Studies Manifesto.

The research contributes to disaster scholarship by developing a transdisciplinary approach to explore people’s experiences. By retaining the participants’ voices at its core, it makes use of in-depth, rich data to illustrate individuality, rather than aiming to generalise.

Very little disaster research has focussed on pushing the boundaries of investigation by using the arts as a lens for both the researcher and their audience. Such work may connect with a wider range of people compared to a text-based “traditional” academic output. It can offer new opportunities for practical uses within Disaster Risk Reduction, for example as a communicative and educational tool.

This paper contributes to understanding the impact of developing audio representation as a medium for conveying people’s experiences of flooded homes.

Controversy has long swirled over the claim that Donald Trump's base has deeply rooted authoritarian tendencies, but Trump himself seems to have few doubts. Asked whether his stated wish to be dictator “on day one” of second term in office would repel voters, Trump said “I think a lot of people like it.” It is one of his invariable talking points that 74 million voters supported him in 2020, and he remains the unrivaled leader of the Republican Party, even as his rhetoric escalates to levels that cautious observers now routinely call fascistic.

Is Trump right that many people “like” his talk of dictatorship? If so, what does that mean empirically? Part of the answer to these questions was apparent early, in the results of the 2016 American National Election Study (ANES), which included survey questions that we had proposed which we drew from the aptly-named “Right-Wing Authoritarianism” scale. Posed to voters in 2012–2013 and again in 2016, those questions elicited striking responses.

In this chapter, we revisit those responses. We begin by exploring Trump's escalating anti-democratic rhetoric in the light of themes drawn from Max Weber and Theodor W. Adorno. We follow this with the text of the 2017 conference paper in which we first reported that 75% of Trump's voters supported him enthusiastically, mainly because they shared his prejudices, not because they were hurting economically. They hoped to “get rid” of troublemakers and “crush evil.” That wish, as we show in our conclusion, remains central to Trump's appeal.

We aim to understand the link between field-level institutional logics and practice-level social interactions and relationships between public and private actors and their influences on the responses and resolutions to the issues causing tensions.

Adopting a multiple logics perspective with a focus on social interactions and relationships between public and private actors, we conducted a multiple case study in five city hospitals recently established under a public-private partnership model in the Turkish healthcare field.

We found that the state and market logics that predominantly characterize the Turkish healthcare field were enacted in each of the five hospitals in different manners and constitute three different configurations as compatible, complementary and contradictory. The social interactions and relationships developed between the public and private actors occur based on these configurations, and they all together shape the responses and resolutions to the issues causing tensions.

Since we did all analyses between the organizational actors at the partnership level, we did not consider possible differences arising from individual and positional roles in each partnership. It is therefore important to acknowledge that the interviews, which are central to the research results, might be influenced by the motivation and power dynamics of the participants in terms of their positions, roles and responsibilities. Thus, much work must be done to understand the management of tensions in public-private partnership organizations (PPPOs) influenced by institutional logics with a greater focus on individual, partnership, organizational and field-level interactions.

Tensions arising between public and private actors in PPPOs can be understood better and managed more effectively when the enactment of institutional logics is considered together with their social interactions and relationships.

The novelty of our study is that we advance the knowledge on the management of tensions in PPPOs by empirically showing the link between field-level institutional logics and practice-level social interactions and relationships and their influences on the responses and resolutions to the issues causing tensions. Our results indicate that tensions arising between public and private actors in PPPOs are primarily responded to by private actors mainly with avoidance, defiance or decoupling and subsequently resolved by their joint efforts through informal collaboration, formalization, formalized collaboration, enforcement or coercive pressure, depending on how the state and market logics are enacted within the hospitals and how social interactions and relationships between public and private side actors are formed accordingly.

We examine negative emotions’ influence on consumer satisfaction and loyalty when repurchasing a product or service after experiencing failures in the financial services sector.

The sample comprised 735 valid surveys of customers who encountered such service failures. An initial model incorporating 14 negative emotions was narrowed down to the most robust one, comprising three emotions, after data collection and statistical validation.

Consumer dissatisfaction is explained by affective (pleasure) rather than cognitive factors (disconfirmation) in the financial services context. Loyalty is influenced only by affective (pleasure and activation) rather than cognitive elements (disconfirmation) in the dissatisfaction generation process, indicating that loyalty is not a cognitive but an affective one. Finally, an affective judgment (activation) rather than a cognitive one (disconfirmation) explains consumer’s recommendation of a product or service despite encountering failures.

This is the first study to focus exclusively on negative emotions, revealing that the pleasure dimension is a significant antecedent of dissatisfaction. By demonstrating that emotional factors rather than cognitive assessments dominate both satisfaction and loyalty responses, this study offers a unique contribution to understanding consumer behavior after service failures in financial services, with practical implications for service recovery strategies.

Este estudio examina el impacto de las emociones negativas en la satisfacción y lealtad del consumidor al volver a adquirir un producto o servicio después de experimentar fallas en el sector de servicios financieros.

La muestra incluyó 735 encuestas válidas de clientes que enfrentaron dichas fallas en el servicio. Un modelo inicial que incorporaba 14 emociones negativas se redujo, tras la recolección de datos y la validación estadística, a un modelo más robusto que comprende tres emociones.

La insatisfacción del consumidor se explica por factores afectivos (agrado) en lugar de cognitivos (desconfirmación) en el contexto de servicios financieros. La lealtad está influenciada únicamente por elementos afectivos (agrado y activación) y no por elementos cognitivos (desconfirmación) en el proceso de generación de insatisfacción, lo que indica que la lealtad no es de naturaleza cognitiva, sino afectiva. Finalmente, un juicio afectivo (activación), más que uno cognitivo (desconfirmación), explica la recomendación de un producto o servicio por parte del consumidor, incluso tras haber enfrentado fallas.

Este es el primer estudio que se enfoca exclusivamente en las emociones negativas, revelando que la dimensión de agrado es un antecedente significativo de la insatisfacción. Al demostrar que los factores emocionales, más que las evaluaciones cognitivas, dominan tanto las respuestas de satisfacción como de lealtad, este estudio ofrece una contribución única para comprender el comportamiento del consumidor tras fallas en los servicios financieros, con implicaciones prácticas para las estrategias de recuperación del servicio.

The research aimed to identify factors influencing customer loyalty in the use of mobile telecommunication services in Vietnam, focusing on two dimensions “attitudinal loyalty” and “behavioral loyalty.”

Based on survey data collected from 820 in two of Vietnam’s major cities users, Hanoi and Ho Chi Minh City, the data were processed using SPSS and AMOS software.

The study identified four factors affecting customer loyalty to mobile telecommunication services, with perceived service quality directly impacting both attitudinal and behavioral loyalty. Corporate image and perceived switching costs influenced attitudinal loyalty, while trust affected behavioral loyalty. Moreover, perceived service quality indirectly influenced attitudinal loyalty through corporate image and perceived switching costs.

The study only focuses on a limited number of factors influencing mobile telecommunications service user loyalty, its restricted geographical sample from only Hanoi and Ho Chi Minh City, and the simplification of perceived switching costs without considering their various components, such as psychological, financial and procedural costs, which could provide more comprehensive experimental and theoretical insights.

The study reveals that customer loyalty in Vietnam’s mobile telecommunications sector is linked to the relationship between attitude toward the service provider and continued usage behavior, categorizing customer groups into genuine loyalty, latent loyalty, feigned loyalty and disloyalty. It suggests that service providers should focus on improving service quality and cultivating a positive, transparent corporate image to bolster customer trust, foster stable relationships and remain competitive in the market.

The research model combines Oliver’s (1999) theory of loyalty with Aydin and Özer’s (2005) research model, focusing on perceived service quality, corporate image, trust and perceived switching costs, examining their relationships with both behavioral and attitudinal loyalty simultaneously.

This paper explores how conflicting institutional logics shape the behaviors of macro- and micro-level actors in their use of a calculative practice. Thereby, this paper explains how quantification can undermine the intended purpose of a governance system based on a single number.

The study draws upon the literature on calculative practices and institutional logics to present the case of how a single number—specifically the conversion factor for Atlantic Cod, established by macro-level actors for the purposes of governance within the Norwegian fishing industry—is interpreted and used by micro-level actors in the industry. The study is based on documents, field observations and interviews with fishers, landing facilities, and control authorities.

The use of the conversion factor, while intended to protect fish stock and govern industry actions, does not always align with the institutional logics of micro-level actors. Especially during the winter season, these actors may seek to serve their interests, leading to potential system gaming. The reliance on a single number that overlooks seasonal nuances can motivate unintended behaviors, undermining the governance system’s intentions.

Integrating the literature on calculative practices with an institutional logics perspective, this study offers novel insights into the challenges of using quantification for the governance of complex industries. In particular, the paper reveals that when the logics of macro- and micro-level actors conflict in a single-number governance system, unintended outcomes arise due to a domination of the macro-level logics.

This study develops a scale to measure loyalty to second-hand sellers in online markets. The potential marketing outcomes are discussed based on the tested model.

A scale measuring loyalty to unprofessional second-hand sellers was developed in five stages. An experimental model was also developed using data from four different countries, where the level of product information was manipulated to observe its effects on loyalty dimensions.

The developed scale has two sub-dimensions: purchase loyalty and person loyalty. The results validate the use of a loyalty scale and conclude that a second-hand seller should provide sufficient information about the product, which would increase loyalty and generate repurchase intention.

It is recommended that second-hand sellers follow potentially profitable customers and provide sufficient product information to enhance loyalty sales. Consumers may be able to establish regular streams of income through online second-hand sales.

The system potentially enables the creation of a consistent and systematic used-product and revenue cycle, maintaining an environment-friendly circulation of second-hand items.

Most studies have focused on buyer behavior, largely ignoring the amateur seller’s perspective. The absence of deliberate branding by second-hand sellers creates an interesting research opportunity to investigate the factors contributing to buyer loyalty.

This study explores the incorporation of prosocial compensation in service recoveries by allowing customers to cocreate the process through compensation choice, explains the underlying mechanism driving these results and identifies a boundary condition for these effects.

Three scenario-based experimental studies are conducted to test the proposed hypotheses.

Incorporating cocreation in a service recovery featuring prosocial compensation can outperform purely financial compensation (i.e. monetary-only) if the customer is given a choice. Moreover, pride is higher for customers who choose prosocial compensation (i.e. donations) as part of a service recovery. These findings are contingent on the firm’s reputation, namely, its corporate social responsibility (CSR) authenticity, such that companies with high (vs low) CSR authenticity perceptions benefit more in terms of enhanced pride given cocreated prosocial recoveries.

Drawing on service-dominant logic and social exchange theory, the findings of this research suggest that incorporating prosocial compensation, an element of CSR, as part of a cocreated service recovery strategy can enhance pride and repurchase intent.

This research demonstrates instances where prosocial compensation can outperform monetary-only compensation, leading to higher repurchase intent, highlighting conditions for this to occur and offering prescriptions for managers to implement these strategies in service recoveries.

Cocreating service recoveries with prosocial compensation, like donations, boosts customer pride and strengthens relationships. Firms with authentic CSR perceptions benefit most, addressing customers’ emotional and economic needs while enhancing community goodwill.

This work uniquely explores the effect of cocreated recoveries using prosocial compensation on pride and repurchase intent.