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Higher education institutions, particularly in the case of public universities, face the challenge of creating more value in an environment of increasing requirements and limitations. The purpose of this paper is to explore the relation of internal marketing (IM) with employees’ attitudinal outcomes, which aim to stimulate and retain motivated and customer-conscious contact employees.

Survey data of 94 customer-contact employees in a public higher education institution were analysed using partial least squares path modelling to explore and predict key target constructs.

The results demonstrate the relationship between customer-contact employees’ service empathy (SE), institutional IM initiatives and employees’ attitudinal outcomes in the public sector, specifically higher education institutions.

The current study relies on self-reported data and a small sample of customer-contact employees working only on enrolment-related areas. Further studies should be designed for theory confirmation and generalizability of the results.

Top managers in public higher education institutions must encourage organizational identification through IM initiatives, such as well-established internal communication procedures. Academic management should continuously train and retain customer-contact employees that have developed SE and a sense of belonging to the organization. SE must be incorporated in the job descriptions and training of customer-contact employees.

The study contributes to the limited literature on the use of IM and SE in the public sector, specifically higher education institutions.

Las instituciones de educación superior, en particular en el caso de las universidades públicas, se enfrentan al reto de crear más valor en un entorno de necesidades y limitaciones en aumento. El propósito de este estudio es explorar la relación entre el marketing interno y las resultantes actitudes laborales de los empleados. El objetivo del marketing interno es estimular y retener empleados de contacto que estén motivados y sean conscientes de la importancia de los clientes.

Se analizaron datos de 94 empleados de contacto de una institución pública de educación superior utilizando modelos de regresión de cuadrados mínimos parciales para explorar y predecir constructos claves.

Los resultados demuestran la relación entre los siguientes constructos: niveles de empatía de los empleados de contacto, iniciativas institucionales de marketing interno, y las resultantes actitudes de los empleados del sector público, en particular organizaciones en el sector de la educación superior.

El presente estudio se basa en los datos auto informados de una pequeña muestra de empleados de contacto que trabajan sólo en áreas relacionadas con matrícula. Nuevos estudios deberían ser diseñados para la confirmación de la teoría y la generalización de los resultados.

Los altos directivos de las instituciones públicas de educación superior deben fomentar la identificación con la organización a través de iniciativas de marketing interno, tales como procedimientos establecidos de comunicación interna. Los directivos académicos deben continuamente adiestrar y retener a los empleados de contacto que han desarrollado la capacidad de proveer servicios de manera empática y que tienen sentido de pertenencia a la organización. Proveer servicio de manera empática debe ser incorporado en las descripciones de empleo y formación de los empleados de contacto.

El estudio contribuye a la literatura limitada sobre el uso de marketing interno y empatía en los servicios en el sector público, específicamente en las instituciones de educación superior.

Taking as reference a sample of around a hundred biographical materials on entrepreneurs in Mexico and Colombia, the purpose of this chapter is dual. Both to show the relevance and varied modalities that the biographical approach has enjoyed in business history research since the 1990s, and to display the intrinsic potential this modality of scholarship entails for entrepreneurship endeavors. In particular, it discusses the prospects to incorporate this body of empirical works into the large Latin American audience attending undergraduate, graduate and executive education programs in business, economic history and related fields. The chapter is organized into three sections. The first two are devoted to illustrate relevant patterns in the entrepreneurial trajectory of individuals and entrepreneurial families studied in each of the two countries under consideration. The last section identifies some conceptual issues that may impact current debates on Latin American business development as exemplified in recent business and economic history journal venues and scholarly conferences.

The purpose of this paper is to propose correlations between Nusselt and Rayleigh numbers for the case of inclined and closed air-filled hemispherical cavities. The disk of such cavities is subjected to a constant heat flux. The study covers a wide range of Rayleigh numbers from 5×107 to 2.55×1012.

Correlations are obtained from numerical approach validated by experimental measurements on some configurations, valid for several angles of inclination of the cavity between 0° (horizontal disk) and 90° (vertical disk) in steps of 15°.

The statistical analysis of a large number of calculations leads to reliable results covering laminar, transitional and turbulent natural convection heat transfer zones.

The proposed correlations provide solutions for applications in several fields of engineering such as solar energy, aerospace, building, safety and security.

The new relations proposed are the first published for high Rayleigh numbers for this type of geometry. They supplement the knowledge of natural convection in hemispherical inclined cavities and constitute a useful tool for application in various engineering areas as solar energy (thermal collector, still, pyranometer, albedometer, pyrgeometer), aerospace (embarked electronics), building, safety and security (controlling and recording sensors).

The purpose of this paper is to improve disaster management models, have an optimal distribution of assets, reduce human suffering in a crisis and find a good solution for warehouse locations, distribution points, inventory levels and costs, considering the uncertainty of a wide range of variables, to serve as a support model for decision making in real situations.

A model is developed based on the recent models. It includes structured and non-structured data (historical knowledge) from a humanitarian perspective. This model considers the uncertainty in a landslide and flood area and it is applied in a representative Peruvian city.

The proposed model can be used to determine humanitarian aid supply and its distribution with uncertainty, regarding the affected population and its resilience. This model presents a different point of view from the efficiency of the logistics perspective, to identify the level of trust between all the stakeholders (public, private and academic). The finding provides a new insight in disaster management to cover the gap between applied research and human behavior in crisis.

In this study the access of reliable information is limited.

This paper provides an operation model with uncertainty in a humanitarian crisis and a decision-making tool with some recommendation for further public policies.

This study presents a model for decision makers in a low-income zone and highlights the importance of preparedness in the humanitarian system. This paper expands the discussion of how the mathematical models and human behaviors interact with different perspectives in a humanitarian crisis.

This paper discusses how the Heritage Place Lab (HPL) Pilot Phase, led by International Centre for the Study of Preservation and Restoration of Cultural Property (ICCROM) and the International Union for Conservation of Nature (IUCN) (2021–2022), supported La Antigua Guatemala (LAG) World Heritage Site as a case study to identify research gaps to strengthen HPL's management through a collaborative process between research and practice teams.

A qualitative method was adopted that followed the collaborative process proposed for the HPL Pilot Phase. An adapted version of the Enhancing Our Heritage (EoH) Toolkit 2.0 (forthcoming) was applied. The HPL served as an incubator for on-going research projects, with LAG acting as one of eight case studies.

To achieve sustainable development at the site, strengthening the governance model is a priority. This should focus on adopting a more comprehensive management approach that includes the surrounding areas and new values that have been identified since the approach's inscription in 1979 as well as addressing the impacts of climate change.

The study finds that this task is essential to widely disseminate and follow up the findings made between researchers and site managers as well as to propose a new governance model alongside associated changes in conservation and municipal and national legislation. Therefore, long-term political support and commitment from institutions, authorities and stakeholders involved in the management and conservation of LAG will be essential.

All sectors and institutions in the local community should be involved in the conservation and development of LAG and its surrounding areas. Local communities should benefit from a more effective and inclusive model of governance that recognises and enhances the communities' values as part of communities' identity and quality of life. Climate change mitigation and risk-prevention programmes should also be put in place.

To date, research in LAG has been disparate and has not responded to LAG's management needs that result from LAG's complexity as a living historical city. This paper demonstrates the contribution that collaborative work can make between researchers and site managers to identifying, prioritising and proposing solutions to the challenges facing World Heritage Sites.

Cuba’s 1959 Revolution brought about dramatic changes not only in that island‐nation but also in the USA. Cubans, and later Cuban‐Americans, have changed the face of Miami and south Florida. The economic and social successes of Cuban‐Americans, the third largest Latino group in the USA, are prevalent in scholarly and popular literature. In this annotated bibliography, the author presents journal articles, chapters in books, books, and human rights reports, published between 1990 and 1998, as well as World Wide Web sites, that discuss the Cuban‐American experience. Articles from the popular literature are not included, nor are materials that deal primarily with Cuba or Cuba‐USA relations.

“A knowledge of different literatures is the best way to free one's self from the tyranny of any of them.” Jose Marti, Cuban writer, poet and statesman.

Universities play a key role in the production and transfer of knowledge. The purpose of this research is to describe practices of knowledge management at UNAM in response to COVID-19. A qualitative methodology is used. Through documentary research, information was collected to present four descriptive case studies to identify elements that characterise a knowledge-intensive organisation through the value chain model. This chapter begins with a review of the literature on the creation and transfer of knowledge from universities to society in the context of COVID-19. The knowledge value chain concept is integrated in order to model elements related to both infrastructure and processes that have allowed for continuity in the development of knowledge production and transfer activities. These results contribute to the modelling of management practices to create value in organisations.