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The COVID-19 pandemic has significantly affected service small- and medium-sized enterprises (SMEs), increasing the importance of understanding how these businesses can become more resilient and how service innovation can be an effective strategy to increase their adaptive capacity and survival. This study aims to examine the role of dynamic capabilities in service innovation as a factor explaining the resilience of SMEs in Puerto Rico and the Dominican Republic during the COVID-19 crisis and its impact on service innovation. Additionally, the authors assess whether service innovation has a significant impact on value cocreation in these businesses.

This study used a quantitative method by surveying 118 SME owners in Puerto Rico and the Dominican Republic. The data were analyzed using partial least-squares structural equation modeling.

The results reflect important theoretical contributions by analyzing resilience from an innovation perspective instead of a retrospective approach, which is an area that has not been analyzed in the literature. Additionally, theoretical contributions to marketing services in SMEs are discussed, which is an underresearched topic. The results advance by discussing the role of service innovation through the reconfiguration of resources and how this can be an effective strategy to increase value cocreation with customers during crises.

This study is original in that it analyzes resilience from the perspective of innovation, and not from a retrospective approach. It offers a vision in response to the need for studies that provide a clearer conceptualization of resilience in small businesses. This highlights the importance of considering regional differences and service innovation as effective strategies to enhance resilience and value cocreation with customers.

At the onset of the COVID-19 pandemic, social distancing measures and diffuse communication by media led to consumers’ uncontrolled product purchases worldwide. This phenomenon was described as a psychological effect experienced by fictitious scarcity, anxiety and herd mentality exacerbated by the media. This exploratory study aims to analyze the impact of risk communication on the perceived risk from the psychological dimension of consumer behavior amid the COVID-19 pandemic.

An exploratory study was conducted through an electronic survey one week after implementing social distancing measures in Puerto Rico. With a sample of 353 participants, the data analysis was carried out by PLS-SEM, partial least squares structural equations (PLS-MGA), multi group test (MGA) and hierarchical component models to answer the research hypotheses.

The results revealed that risk communication activates the perceived psychological risk during the COVID-19 pandemic, and the way in which the consumer faces the psychological risk is explained by the perceptions of scarcity and the bandwagon effect.

To the best of the authors’ knowledge, this study is a pioneer in presenting relationships between risk communication and perceived risk in consumer behavior, a topic that needs to be addressed in the academic literature. The research makes significant contributions to the study of consumer behavior by empirically validating the three phases of the Conchar model – risk framing, risk assessment and risk evaluation – where risk communication offers an excellent delineation to understand the consumer’s behavior during a pandemic.

Knowledge management has historically been approached in private firms as a key factor for business management. However, this is not the case for government institutions. The existing literature on the transfer of knowledge appears as a topic little addressed in government and even to a lesser degree within the police forces. This study aims to evaluate the relationship between motivation, knowledge absorption, knowledge transfer and innovative behavior in a public organization such as the Puerto Rico Police.

This quantitative research using the survey technique had the participation of 300 police officers from the 13 police regions of Puerto Rico and the research model was analyzed through partial least squares structural equation modeling.

The results contribute to the growth of the currently limited literature at identifies how motivation, knowledge absorption, knowledge transfer and institutional support influence innovative behavior.

The study discusses a series of implications on less explore the issue in how the transfer of knowledge becomes a key force to produce change and the success of all reforms. Various implications for the success of public administration in bringing a change from a bureaucratic culture to an advanced one are also discussed.

The purpose of this paper is to examine the use of social media and its impact on information search, communication with a company, and purchase and re-purchases of products and services. Using use and gratification theory as a starting point, it also examines the impact of satisfaction of use of social media in the process of purchasing and re-purchasing products and services.

An online survey was conducted with 444 participants, and the data were analyzed using the partial least squares structural equation modeling technique to observe the effects between the variables of social media use, search information, communication with the company, purchase, re-purchase and satisfaction of use of social media.

The results reflect how the use of social media generates significant rewards that significantly impact the search for information and the communication with the company. The data also show how communication with the company has an impact on the purchase and re-purchase of products and services. Finally, it was empirically confirmed that the gratification received by users through social media use impacts satisfaction with social media use.

The results contribute to how social media impacts alternative evaluations through the gratification of user needs, resulting in motives and behaviors leading to the purchase of goods and services, as established by Use and Gratification Theory. In its contributions to the Academy, Use and Gratification Theory (U&G) explains why individuals use and share information using social media. First, it justifies the purchase and re-purchase of products and services due to user satisfaction according to users’ experience using social media. Second, it presents a vision of how the use of social media is a significantly important result in the gratification of consumer needs.

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.

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.

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.

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.

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.

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.

The purpose of this paper is to describe an enterprise venture focused on responsible tourism and its social responsibility using the “cycle of sustainable business” concept.

The study is based on a case study of a tourism business' project in development, tourism and sports in the town of Río Grande, Puerto Rico. Data were collected from unstructured interviews with the vice president of the company and the available documentation.

This sustainable business cycle can be divided into eight stages: compost treatment system, mangrove conservation, tree planting, plant sewage treatment, energy conservation, construction, hotel and consumers. All of these stages are important for the performance of the cycle.

The results indicate the importance of developing a responsible tourism industry that respects the natural environment, culture and socioeconomic surroundings.

The case illustrates the advantages enjoyed by a business that executes a cycle of sustainable business in a highly competitive market that is dominated by shareholders and developers of high value/capability.

Changing consumer behaviour and values that define a community may rely largely on political interventions that promote responsible tourism by implementing sustainable business cycles.

This article seeks to present a detailed case study of a sustainable tourism business. It highlights the areas in which this resort efficiently carries out sustainability. It also illustrates the challenge of creating consumer awareness of added value. In doing so, it demonstrates the concerns faced by tourism developers regarding sustainable development.

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.

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.

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.

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.

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.

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.

This study investigates the impact of top management’s networking capabilities on the organizational networking and absorptive capacities of small and medium-sized enterprises (SMEs) in Puerto Rico. This study aims to enhance understanding of how top management influences the networking behaviors that drive SME performance.

Data were collected from Puerto Rican SMEs and analyzed using multi-item reflective indicators on a five-point Likert scale. Partial least squares structural equation modeling was used to test the hypotheses and explore relationships between networking capabilities and absorptive capacities.

The study finds that top management’s networking capabilities are predominantly reactive, significantly impacting information acquisition, opportunity enabling and weak-tie resource mobilization. Both potential and realized absorptive capacities are critical for SMEs to leverage resources for competitive advantage.

Further research is needed to explore how these findings apply to other regions or industries and expand on the role of proactive networking in enhancing SME competitiveness.

The study underscores the importance of refining proactive and reactive networking capabilities to sustain competitive advantage in dynamic environments.

Puerto Rico’s unique economic context, including natural disasters and economic downturns, makes the findings relevant for SMEs in similar regions that rely on strong networks for resilience.

This research contributes to the dynamic capabilities literature by confirming SMEs’ proactive and reactive networking dimensions. It also offers a unique perspective by focusing on Puerto Rican SMEs facing distinct economic and social challenges.

Este estudio investiga el impacto de las capacidades de networking de la alta dirección en las redes organizacionales y las capacidades de absorción de las pequeñas y medianas empresas (PYMEs) en Puerto Rico. La investigación tiene como objetivo mejorar la comprensión de cómo la alta dirección influye en los comportamientos de networking que impulsan el desempeño de las PYMEs.

Se recopilaron datos de PYMEs puertorriqueñas y se analizaron utilizando indicadores reflexivos de múltiples ítems en una escala Likert de cinco puntos. Se empleó el modelo de ecuaciones estructurales de mínimos cuadrados parciales (PLS-SEM) para probar las hipótesis y explorar las relaciones entre las capacidades de networking y las capacidades de absorción.

El estudio encuentra que las capacidades de networking de la alta dirección son predominantemente reactivas, lo que impacta significativamente en la adquisición de información, la habilitación de oportunidades y la movilización de recursos a través de vínculos débiles. Tanto las capacidades de absorción potenciales como las realizadas son fundamentales para que las PYMEs aprovechen los recursos para obtener una ventaja competitiva.

Esta investigación contribuye a la literatura sobre capacidades dinámicas al confirmar las dimensiones proactivas y reactivas de networking en las PYMEs. También ofrece una perspectiva única al centrarse en las PYMEs de Puerto Rico que enfrentan desafíos económicos y sociales particulares.

Se necesita más investigación para explorar cómo estos hallazgos se aplican a otras regiones o industrias y para profundizar en el papel del networking proactivo en la mejora de la competitividad de las PYMEs.

El estudio subraya la importancia de perfeccionar las capacidades de networking proactivas y reactivas para mantener una ventaja competitiva en entornos dinámicos.

El contexto económico único de Puerto Rico, incluidas las catástrofes naturales y las recesiones económicas, hace que los hallazgos sean relevantes para PYMEs en regiones similares que dependen de redes sólidas para su resiliencia.

Este estudo investiga o impacto das capacidades de networking da alta gestão nas redes organizacionais e nas capacidades de absorção das pequenas e médias empresas (PMEs) em Porto Rico. A pesquisa visa melhorar a compreensão de como a alta gestão influencia os comportamentos de networking que impulsionam o desempenho das PMEs.

Os dados foram coletados de PMEs porto-riquenhas e analisados usando indicadores reflexivos de múltiplos itens em uma escala Likert de cinco pontos. Foi utilizado o modelo de equações estruturais de mínimos quadrados parciais (PLS-SEM) para testar as hipóteses e explorar as relações entre as capacidades de networking e as capacidades de absorção.

O estudo conclui que as capacidades de networking da alta gestão são predominantemente reativas, impactando significativamente a aquisição de informações, a habilitação de oportunidades e a mobilização de recursos através de vínculos fracos. Tanto as capacidades de absorção potenciais quanto as realizadas são fundamentais para que as PMEs aproveitem os recursos para obter vantagem competitiva.

Esta pesquisa contribui para a literatura sobre capacidades dinâmicas ao confirmar as dimensões proativas e reativas de networking nas PMEs. Também oferece uma perspectiva única ao focar nas PMEs de Porto Rico, que enfrentam desafios econômicos e sociais distintos.

Mais pesquisas são necessárias para explorar como esses achados se aplicam a outras regiões ou indústrias, além de expandir o papel do networking proativo no aumento da competitividade das PMEs.

O estudo destaca a importância de aperfeiçoar as capacidades de networking proativas e reativas para manter a vantagem competitiva em ambientes dinâmicos.

O contexto econômico único de Porto Rico, incluindo desastres naturais e crises econômicas, torna os achados relevantes para PMEs em regiões semelhantes que dependem de redes sólidas para sua resiliência.