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The service recovery paradox (SRP) is the phenomenon that happens when customer satisfaction level post-service failure and recovery surpasses the customer satisfaction level achieved at error-free service. The aim of this study was to identify how large the size of compensation has to be at recovery for customer satisfaction to surpass that of error-free service (i.e. to identify a threshold value for SRP). The purpose of this is to inform managers how to restore customer satisfaction yet avoid overcompensation.

The paper covers two studies. Study 1 used the novel approach of asking participants who had experienced a service failure in the hotel industry what amount of money (recovery) would make them more satisfied than in the case of error-free service. Study 2 then tested the compensation levels expressed by Study 1 participants to be sufficient for the service recovery paradox to occur.

Study 1 indicated that the threshold for the SRP was (on average) around 1,204 SEK, or just over 80% of the original room reservation price of 1,500 SEK (approx. $180). Study 2 found that (on average) the customer satisfaction of participants who received 1,204 SEK in compensation for service failure marked the point where it surpassed that of error-free service. Participants who received 633 SEK were less satisfied; participants who received 1,774 SEK were more satisfied.

The findings are context-specific. Future research should test the findings' generalizability.

The approach used in this paper could provide managers with a tool to guide their service recovery efforts. The findings could help hotel managers to make strategic decisions to restore customer satisfaction yet avoid overcompensation, given a legitimate service failure in which the organization is at fault.

Numerous previous studies have investigated the occurrence or absence of the SRP at predetermined compensation levels. This paper used a novel approach to find a quantitative threshold at which the magnitude of the recovery effort makes customer satisfaction surpass that of error-free service.

In this chapter, the author characterises the situation of Roma in the educational system of Sweden, focusing on achievements after year 2000 and on challenges for the future. A brief historical background is initially presented to frame the discussion, including the processes of getting access to the formal educational system, followed by an overview of the socioeconomic situation of Roma and a presentation of the recognition of Roma as a national minority in 2000 and the Strategy for Roma Inclusion 2012–2032. The second part of the chapter is focusing on the educational situation of Roma, more specifically on the years from 2000 until the present, also presenting a Roma example and findings from a study concerning higher education and the first course for Roma mediators working in schools. The conclusion discusses some of the achievements reached during recent years as well as challenges and priorities for the future of the Roma minority.

This is an exploratory study on consumer information and behaviour towards green, health, local, social and environmental credentials on labels. It focusses on many dimensions of sustainability in the food products that affect consumer choices with a dual purpose: to identify and define “sustainable consumption” behaviour in broad sense and to investigate empirically the factors affecting the real consumption behaviours. The purpose of this paper is to shed light on consumers’ understanding, motivation and use of sustainable labelling in order to understand the role sustainability information plays in the food products market.

Two focus groups in order to investigate consumer motivation and behaviour in-depth and to prepare the questionnaire. Identification of the outcomes that could summarize sustainable consumption combining: purchase of local products, consume only seasonal fruit, prefer products with recyclable packaging, attention to the fat content in foods, give importance to traceability and purchase products only in the place of origin. Identification of the “at risk” virtuous consumer, using a binary logistic regression approach, taking into account demographic characteristics, the food and nutrition value system, experience, knowledge, institutional factors and marketing.

Results from the focus groups are mainly in line with the empirical analysis, highlighting the key role of education in influencing consumer attitude and behaviour. Consumers give little attention to information provided on the label for sustainable food consumption and environmental protection and have little knowledge of environmental problems. The virtuous consumer appears to give importance to a better food nutrition value system, to pay more attention to ingredients and instructions on the label, to be more attentive to environmental and sustainable attributes, to be concerned about product quality and to be slightly influenced by brands and special offers.

The findings from the empirical analysis confirm the results from focus groups even if it was not possible from the empirical analysis to investigate in-depth the marketing aspects concerning the food choice. This limit probably comes from the low number of observations. Further research will focus on these marketing aspects.

Products with sustainable attributes can become a strategic variable and allow companies to gain a competitive advantage, especially for small- and medium-sized enterprises. This may encourage the development of new marketing channels based on the direct relationship between producer and the new consumer demand, increasingly sensitive to the food security issues.

There is a potential interest and sensitiveness to having sustainable behaviour in a broad sense, but there is a lack of knowledge about how to behave to be sustainable. In the absence of binding rules, it is necessary that government promote information and campaigns to generate greater awareness on sustainability, aiming at increasing knowledge to drive the consumer’s choices. This may lead to virtuous results in terms of reducing social costs related to an unhealthy diet, food waste and unsustainable consumption.

The results show that despite the appearance of attention to the environment and to healthy food which is associated with this emerging critical consumer in the literature, there remains the problem of the consumer giving little attention to information provided on the label for sustainable food consumption and environmental protection. This is the problem of “rules of thumb” in purchasing decisions that prevail in the following situations: when consumers have an overload of information that exceeds their processing limits; when they tend to base their decision making on heuristics, focussing their choices on brands as a proxy for high-quality, product-related characteristics.

The purpose of this paper is to provide a critical perspective on whether the boundary-spanner model and consequently complex disaggregated intra-MNE value chain activities are crisis resilient.

The paper is a conceptual theory development based on literature integration and phenomenological juxtaposing.

The need for boundary-spanning in assisting dispersed new and complex knowledge creation activities – which can hardly be replicated in virtual collaboration spaces alone – will endure if not even grow. This requires deeper understanding of boundary spanning in the context of the globally dispersed MNE. Increased location diversification engendered by COVID-19 implies a greater need for the boundary spanning function, not less.

Regarding future research, the crisis provides a unique opportunity for taking a closer look at the formation, nurturing and resilience of interdependence, particularly behavioural interdependence and the actions and characteristics of individuals associated with [boundary spanning] actions. Specific research questions should focus on the boundary-spanning model in the virtual space; the characteristics and effects of temporality and the boundary-spanning model, the specific actions of boundary spanners during unforeseen events and the empirical testing of the relationships developed in Table 1.

For practitioners, I suggest avoiding compromising structural interdependence with defaulting on top-down hierarchical approaches during crises; and while doing so, not paying attention to the effects of such actions on behavioural interdependence and its champions (i.e. global boundary spanners). Such interference likely results in sub-optimal global collaboration outcomes and innovation, characterized by fundamentally recursive processes involving creativity, failure, reconfiguring, sensemaking and improvisation.

TBC

The author develops a critical perspective to assess the crisis-resilience of the boundary-spanning model. In so doing, I juxtapose two contemporary views on the persistence or fading of the global MNE model, and hence, the future need for a socio-behavioural managerial function – like boundary-spanning – connecting dispersed MNE activities. The authors provide numerous avenues for advancing extant research on boundary-spanning in MNEs.

This paper sheds light on an apparent paradox: managers continue to accept offers of international assignments even though they tend to view them as a risky career move. Based on a review of the literature and a survey of expatriate managers of 20 French and 30 German companies on assignment in 59 countries, the paper examines the nature of the expatriate career concept, the career development implications of international assignments, and the effectiveness of corporate expatriate career management and repatriation systems. Most of the research on the career implications of international assignments has been conducted using the US samples of expatriates. By exploring expatriate career issues in a cross‐national sample of French and German expatriates, this study seeks to yield new and significant insights into whether the emerging concept of boundaryless careers is beginning to take hold in countries other than the US, and whether there are cross‐national differences in the nature of the expatriate career concept. The findings show that many expatriates are frustrated with how their companies manage their international assignments, especially the long‐range planning of their repatriation. However, there are clear differences between the French and German expatriates in terms of repatriation concerns. Despite widespread dissatisfaction in both groups, the German expatriates seem relatively nonchalant regarding their repatriation. This finding can be explained by the fact that the German expatriates are more willing to leave their companies upon return than their French counterparts, thus showing strong evidence of a “boundaryless career” orientation. An important finding is that companies that fail to take an integrated approach to international assignments and do not have effective international career development and repatriation systems, tend to end up with highly dissatisfied managers who, depending on their nationalities, may be quite willing to leave their companies upon repatriation.

The purpose of this paper is to develop improvements in the efficiency of the codigestion process.

Two pilot plants, fed by different compositions of manure and industrial organic waste, generating biogas by mesophilic and thermophilic anaerobic fermentation, respectively, were analysed.

It was observed that these processes do not commonly operate at maximum theoretical efficiency.

The limiting factor in the process was found to be the hydrolysis of the digested material.

A technical solution had been suggested: implementing a secondary (after) storage phase which has the purpose of exploiting, by promoting enhanced hydrolysis, the substrate potential that remains undigested after the traditional process.

The proposed configuration opens to original variations in the anaerobic digestion schemes.

Based on an ensemble sample of multinational enterprises (MNEs), this study aims to explore the effect of the interactions between Chinese parent firms’ knowledge (including both technological and marketing knowledge), equity control and cultural distance on the business performance of their overseas branches under different subsidiary roles.

The study uses a data set compiled from 138 listed Chinese manufacturing enterprises and their 231 overseas subsidiaries to test the hypotheses regarding the interactive effects of transferred knowledge types and the subsidiary’s control mode.

The empirical results suggest that the moderating effects of equity control and cultural distance vary with the types of the parent firm’s knowledge and subsidiary roles. Specifically, equity control positively regulates the relationship between technological knowledge and subsidiary performance while negatively moderating the relationship between marketing knowledge and subsidiary performance. Cultural distance appears to negatively regulate the relationship between marketing knowledge and subsidiary performance. This binary relationship is shown to be more significant for the implementer subsidiaries.

Drawing on the literature on inter-firm governance and knowledge-induced innovation mechanisms, the authors develop a theoretical contingency framework to derive some managerial implications for inter-firm and infra-firm knowledge transfer in light of MNEs’ performance integrity.