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The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred.

Three categories of teleological actions are used: transformative – ad hoc and present-based actions, formative – pre-determined and past-based actions and rationalist – goal-directed and future-based actions.

The empirical findings indicate that airline ground staff should interact differently with air passengers based on the negative emotions involved and the teleological actions undertaken after critical incidents in service encounters have occurred.

The current research improves the interactive and sequential understanding of how to manage negative emotions through teleological actions in service encounters between a service provider and a service receiver after critical incidents have occurred, as well as providing numerous opportunities for further research in services.

It is an important and relevant insight that it is necessary to understand both the initial and derived causes of negative emotions and the subsequent effects and outcomes occurring in service encounters after critical incidents have arisen.

This current study provides theoretical and managerial contributions to manage negative emotions after critical incidents have occurred in service encounters.

The study aims to describe the interactive gaps between service receiver learning curves and service provider adaptive curves, as well as the cause-effect-outcome in processes and interfaces of service encounters, through the perspective of teleological actions.

This paper includes a qualitative study based on non-probability sampling of informants (air passengers).

The empirical findings indicate interactive gaps in teleological service encounters and a cause-effect-outcome sequence in the associated processes and interfaces.

The study provides knowledge on how to manage the interactive interface between a service provider and a service receiver and a foundation for enhancing complaint handling in service encounters after critical incidents have occurred.

Service providers need to balance their teleological actions in relation to the service receivers’ teleological actions when critical incidents occur.

The paper takes into account service receiver teleological learning curves in relation to service provider teleological adaptive curves in an interactive transformative service encounter (TSE)-model that provides multiple opportunities for further research.

This study aims to validate a research model testing trust and commitment as mediators between economic and non-economic satisfaction in sales manager business to business (B2B) relationships.

Based on a broad range of 242 small-, medium- and large-sized Spanish companies, the data analysis used structural equation modeling by means of the SPSS/AMOS 26.0 software.

The findings confirm that trust and commitment serve as mediators between economic and non-economic satisfaction in business channel relationships, when adopting a sales perspective.

This study provides managerial support and guidance for assessing satisfaction, trust and commitment from a sales manager perspective in business channel relationships, to create and maintain long-term exchange relationships, with mutual benefits extending to other partners.

The findings shed light on the confusion regarding the nomological framework in models related to the quality of B2B relationships, thus confirming the mediating role of trust and commitment between economic and non-economic satisfaction in business channel relationships, following a sales perspective and considering the dual nature of satisfaction, distinguishing between economic and non-economic satisfaction.

The purpose of this paper is to validate a triple bottom line (TBL) construct, as well as to describe the TBL reasons for implementing sustainable business practices in companies and their business networks.

This study reports on the validation of a TBL construct, in a Spanish context, of a study originally conducted in Norway. In this validation study, 230 companies were selected for participation. A total of 89 usable questionnaires were returned, generating a response rate of 38.5 per cent.

The empirical findings indicate major similarities and minor differences between organizations in Spain and Norway across two studies. By extension, the empirical findings appear to be valid and reliable across contexts and through time.

This study explains the structural properties of the main reasons for business sustainability (economic, social and environmental) and business sustainability efforts in companies and the supply chains or business networks.

Business sustainability efforts need to be assessed in a systematic manner, and the validated TBL construct offers a foundation for doing this, though it needs to be complemented with other elements and details in connection with business sustainability.

Business sustainability efforts have been evolving over time and are increasingly seen to consider economic viability, as well as environmental sustainability and social responsibility. This study deals with how these elements of TBL are interrelated with respect to business sustainability.

The purpose of this paper is to validate or refute the previous empirical findings of a TBL dominant logic for business sustainability and to expand the TBL dominant logic for business sustainability with additional dimensions and items. The study aims to provide bottom-up-based multi-dimensional framework in relation to the sustainable development goals (SDG) of the UN 2030 agenda for sustainable development.

Key corporate informants in top Spanish companies were requested to participate in the study. A total of 89 usable questionnaires were returned, generating an initial response rate of 42.4%.

A framework for a TBL-dominant logic in the context of business sustainability has been empirically tested successfully across contexts and through time, thus providing substantiation for universal applicability.

This study provides a relevant and important substantiation for validity and reliability across contexts and through time. It is important in research to establish a theoretical framework at the corporate level for business sustainability in connection with SDGs. This study is not without its limitations, but offers opportunities for further research.

The framework provides practitioners with a foundation to assess their efforts at business sustainability, taking into account a broad selection of aspects across environmental, social and economic elements that contribute to SDGs.

This study makes two relevant and valuable contributions to developing a framework of TBL dominant logic for business sustainability, namely, validation and expansion. It offers also multiple opportunities for both research and practice to assess business sustainability efforts across environmental, social and economic aspects in relation to SDGs.

The purpose of this study is to examine the role of spinoffs and tradeoffs in business-driven sustainable development in the marketplace based on environmental, economic and social constituents. It is based on the insights gathered from a company’s business-driven sustainable development. It can therefore be used as a teaching case.

An inductive approach based on case study methodology is applied to describe a company’s spinoffs and tradeoffs of business-driven sustainable development in the marketplace.

The study reports how raw material residuals can be recycled and reused in spinoff processes, and tradeoffs done, to optimize the outcome of business-driven sustainable development in the marketplace.

The study reveals that spinoffs and tradeoffs between constituents and related sub-constituents enable to improve the ultimate outcome of business-driven sustainable development in the marketplace. The study also illustrates how environmental, social and economic constituents and related sub-constituents connect and reconnect to each other as a whole through spinoffs and tradeoffs, to optimize business-driven sustainable development in marketplace.

Business-driven sustainable development requires corporate considerations to connect and reconnect the economic, social and environmental constituents and related sub-constituents. It illustrates the pioneering actions of combining existing solutions of business sustainability in conjunction and gaining synergy effects to optimize business-driven sustainable development.

Contribution is based on the actions of combining existing solutions of business sustainability in conjunction and gaining synergy effects to optimize business-driven sustainable development. This study also makes a contribution illustrating a framework based on a company’s business-driven sustainable development fostering CO₂ neutrality and fossil-free fuel in the food and agricultural industries. In addition, it makes a contribution illustrating how raw material residuals are recycled and reused in spinoff processes, so as to optimize the business-driven sustainable development. Furthermore, it makes a contribution illustrating that business-driven sustainable development in the marketplace is neither simplistic nor straightforward, but requires that tradeoffs between constituents and related sub-constituents be made to optimize the ultimate outcome.

The purpose of this study is two-fold: to determine the extent to which companies’ efforts aimed at sustainable business practices consider stakeholders in their organisations and business networks, the marketplace and society; and to validate or refute a stakeholder framework of business sustainability efforts within focal companies, the marketplace, society and business networks.

The study is based on a questionnaire survey targeting large companies across industries and sectors in Spain. The sample consisted of 231 companies generating a useable response rate of 38.5 per cent. Exploratory factor analysis was performed on a cross-industry sample to test a five-dimensional framework.

This study reports on the validation of initial and refined factor solutions. The factor analysis confirmed five stakeholder dimensions related to business sustainability efforts of organisations, their business networks, marketplace and society. The validated results indicate satisfactory convergent, discriminant and nomological validity and reliability through time and across contexts.

The stakeholder framework in connection with business sustainability efforts in supply chains consisting of five factors was validated: the focal company, downstream stakeholders, societal stakeholders, market stakeholders and upstream stakeholders. Suggestion for further research is provided.

The validated framework of stakeholders allows an insight into the environment in which stakeholders operate and how they influence the focal company.

The manuscript contributes to the validation of a stakeholder framework of business sustainability efforts within focal companies, their business networks, the marketplace and society. The measurement properties provide support for acceptable validity and reliability across contexts and through time.

The purpose of this paper is to test the structural properties of a stakeholder research model of focal company business sustainability and the associated consideration of upstream, downstream, market and societal stakeholders.

Based on two industrial business samples in Norway and Spain, partial least squares– structural equation modelling (PLS-SEM) was applied to empirically test a research model consisting of five stakeholder constructs.

The model was tested in Norway and validated in Spain. An analysis of the path coefficients and levels of significance shows that all relationships in the research model were significant and meaningful.

This paper develops a model that explains and predicts company considerations of other stakeholders in the business sustainability efforts within supply chains (both upstream and downstream) and also beyond in the market and society.

The results of this study can guide companies in structuring, planning and implementing business sustainability in their supply chains, the marketplace and the society. It can also provide a foundation for monitoring and follow-up assessment of corporate decision-making.

This study contributes to supply chain management (SCM) and stakeholder theory to establish a framework for business sustainability with respect to company stakeholders in supply chains.

This study aims to explore the direct and indirect effects of sales opportunism and sales conflict as well as of non-economic and economic satisfaction in business-to-business (B2B) sales relationships. This understanding offers B2B buyers enhanced knowledge of sales business expectations towards sustainable business relationships in the future.

Through self-administered questionnaires, data were obtained from 237 sales or marketing managers/directors of small- and medium-sized companies across industries in Spain, who were randomly contacted via LinkedIn. The multivariate analysis of measurement and structural models was based on IBM SPSS Amos 27.

The study confirms that sales opportunism positively affects sales conflict. Moreover, sales opportunism is negatively associated with non-economic sales satisfaction, whereas non-economic sales satisfaction is positively associated with economic sales satisfaction. Consequently, if all associates are pleased with the relationship and the gains it can provide, a long-standing orientation can be achieved.

The study expands existing theory on seller–buyer relationships in a B2B context. It contextualises direct and indirect relationships between two antecedents (sales opportunism and sales conflict) and two postcedents (economic sales satisfaction and non-economic sales satisfaction) in sales business–buyer settings.

The study guides buyers in B2B relationships towards an improved understanding of how sales businesses perceive opportunism and conflict (as negative precursors) to impact non-economic satisfaction and how it can influence economic satisfaction.

Most studies explore B2B relationship building from the perspective of the buyer, thereby creating a shortfall in developing an understanding of all partner expectations in B2B relational intent. Moreover, the measurement of satisfaction as a multidimensional construct secured the integration of non-economic satisfaction and economic satisfaction within a single model allowing the constructs measured in this study to be holistically assessed.