Irma Magaña Carrillo, Göran Svensson and María del Carmen Otero Neira
The purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention.
Abstract
Purpose
The purpose of this paper is to test a research model based on the cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention.
Design/methodology/approach
This paper is based on a questionnaire survey with service receivers in the Mexican telecom industry.
Findings
There are significant relationships between international/distributive justice and service satisfaction, as well as between service satisfaction and behavioral intention.
Research limitations/implications
The research model tested appears not to be context- and time-specific, but valid across contexts and through time.
Practical implications
The cause-and-effect relationships between perceived justice, service satisfaction and behavioral intention provide useful insights into service recovery strategies.
Originality/value
This paper provides additional empirical substantiations to existing theory and previous studies.
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Carlos Mario Amaya Molinar and Irma Magaña Carrillo
Mexico is a nation that attracts significant volumes of international tourists annually. The country possesses abundant natural and cultural assets, with significant opportunities…
Abstract
Mexico is a nation that attracts significant volumes of international tourists annually. The country possesses abundant natural and cultural assets, with significant opportunities for its tourism sector. Its geographical positioning, favourable weather, and the hospitality of its inhabitants enhance these prospects. Simultaneously, this country exhibits a heightened susceptibility to natural calamities and a dearth of public safety measures. The Mexican tourism industry encounters significant challenges within the framework of the VUCA (volatility, uncertainty, complexity, and ambiguity) model. These challenges include the inherent natural risks associated with the country, the escalating impact of global warming, and the proliferation of organised crime. Within this context, the management of tourist destinations in Mexico neglects significant factors highlighted in theoretical models associated with competitiveness and sustainability. These factors include public security, crisis and disaster management, political will, load capacity, and destination’s image. The predicament encountered by Mexican tour operators is formidable, as the socio-political circumstances in Mexico facilitate the expansion of organised crime, leading to its infiltration into various sectors and regions of the country, with significant impacts on tourist operations. This chapter analyses the effects of organised crime on Mexico’s tourism industry, utilising the VUCA framework as a conceptual lens.
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Juan C. Sosa Varela, Irma Magaña, Carmen Padin, Carmen Otero-Neira, Maria de los M. Santos Corrada and Goran Svensson
The purpose of this paper was to test a construct of perceived justice and its dimensions in negative service encounters across Mexican, Puerto Rican and Spanish hospitals. Also…
Abstract
Purpose
The purpose of this paper was to test a construct of perceived justice and its dimensions in negative service encounters across Mexican, Puerto Rican and Spanish hospitals. Also to compare similarities and differences of perceived justice in negative service encounters in these countries.
Design/methodology/approach
Includes Mexicans, Puerto Ricans and Spaniards who have experienced service failures at hospital settings. A descriptive research design was followed and a self-administered questionnaire was applied to gather the data from respondents. The researchers applied convenience sampling, and a pre-screening of respondents was included to verify that respondents were appropriate to participate in the study. A total number of 937 usable questionnaires were obtained from the hospital settings.
Findings
The empirical findings across three Spanish-speaking countries indicate that the construct of perceived justice in negative service encounters consists of merely 15 items, divided into three dimensions, namely, distributional, interactional and procedural.
Research limitations/implications
The empirical findings provide satisfactory validity and reliability across three countries, but there are acknowledged research limitations. These offer an opportunity for further research to verify or falsify the validity, reliability and generalization of the current findings.
Practical implications
Service providers may use the three-dimensional construct of perceived justice as a guide when developing, implementing and managing processes and procedures of service failures in negative service encounters.
Originality/value
The current international study in Mexico, Puerto Rico and Spain complements and fortifies previous research and existing theory of perceived justice in negative service encounters, and possible actions of complaint handling as well as service recovery.
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Carmen Otero-Neira, Carmen Padin, Juan Carlos Sosa Varela, Maria Santos Corrada, Irma Magana and Goran Svensson
This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings…
Abstract
Purpose
This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings in existing theory and previous studies across three national samples and describes the similarities and differences in negative emotions between Mexican, Puerto Rican and Spanish service settings.
Design/methodology/approach
The current study comprised Mexicans, Puerto Ricans and Spaniards who experienced a service failure (i.e. critical incident) in hospital settings within the past year. A descriptive research design was followed, and a self-administered questionnaire was applied to gather the data from respondents.
Findings
The three-dimensional construct of negative emotions commonly identified in existing theory and previous studies of negative emotions turned out to be four in the current multinational study.
Research limitations/implications
The four-dimensional construct of negative emotions thus revealed is relevant and valuable to research. A number of research limitations are provided, all of which provide opportunities for further research in assessing negative emotions in service settings.
Practical implications
Service providers need to manage and deal with the negative emotions in service failures in an appropriate manner. It is necessary that the front-line staff identify and understand the reasons behind service receiver’s negative emotions in service failures, and that they act accordingly to reduce the intensity of critical incidents and the overall negative consequences.
Originality/value
The negative emotions assessed provide a fruitful contribution and do not only complement additional facets to existing theory and previous studies of negative emotions in service settings but also fortify the notion that further research is required to gain an enhanced understanding and additional insights into them across countries and cultures, just as it is crucial to manage the occurrence of negative emotions in critical incidents accurately.
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Ashlyn Tom and Alice Kim
To assess which partnerships were most critical during the recovery planning process following Hurricanes Maria and Irma. We discuss the roles and impact of different types of…
Abstract
Purpose
To assess which partnerships were most critical during the recovery planning process following Hurricanes Maria and Irma. We discuss the roles and impact of different types of partners, barriers and facilitators to partnerships and lessons in collaboration during the development of the economic and disaster recovery plan for Puerto Rico.
Design/methodology/approach
The Homeland Security Operational Analysis Center (HSOAC) was tasked with assisting the Puerto Rican government with an assessment of damages from Hurricanes Maria and Irma and the development of the Recovery Plan. During the process, a small team compiled and coded a database of meetings with non-HSOAC partners. The team was divided into sector teams that mirrored FEMA’s Recovery Support Functions. Each sector completed two surveys identifying high impact partners and their roles and contributions, as well as barriers and facilitators to partnerships.
Findings
A total of 1,382 engagements were recorded across all sectors over seven months. The most frequently identified high impact partners were federal and Puerto Rican governmental organizations partners. NGOs and nonprofits were noted as key partners in obtaining community perspective. Sector teams cited a lack of trust and difficulty identifying partners as barriers to partner engagement. Given the expedited nature of disaster response, establishing partnerships before disasters occur may help facilitate community input. Early networking, increased transparency and defining roles and responsibilities may increase trust and effectiveness among partnerships.
Originality/value
To our knowledge, this is one of the few studies that quantifies and illustrates the partnerships formed and their contributions during recovery planning, and lessons learned.