Teresa Fernandes, Marta Morgado and Maria Antónia Rodrigues
Employees’ emotional competencies (EEC) are skills, based on emotional intelligence, used to perceive, understand and regulate customer emotions during a service encounter. In the…
Abstract
Purpose
Employees’ emotional competencies (EEC) are skills, based on emotional intelligence, used to perceive, understand and regulate customer emotions during a service encounter. In the context of service recovery, these skills are especially important and allow employees to influence consumers’ attitude and behaviours. The purpose of this study is to assess the direct and indirect impacts of EEC in post-recovery satisfaction, trust, word-of-mouth and repurchase intention, considering the moderating role of service (level of employee-customer contact) types.
Design/methodology/approach
A total of 355 customers who experienced a service failure and subsequent recovery were surveyed using a self-administered questionnaire. EEC was specified as a formative construct, determined by its perceiving, understanding and regulating dimensions. To measure EEC and its impact on selected outcomes, PLS-SEM was used. A multi-group analysis was performed to analyse the moderating role of service type.
Findings
Results confirm EEC as a formative construct, with a positive direct impact on post-recovery satisfaction, particularly in high-contact customized services. Findings also reveal the mediating role of satisfaction on selected outcomes, and the significant direct impact of EEC on trust, even when controlling for satisfaction.
Originality/value
EEC remains unexplored in the service recovery literature, and most research fails to understand how EEC role may vary given contextual differences. This study adopts a consumer perspective of EEC in the emotionally charged situation of service recovery, considering the moderating role of service type. The authors further contribute to both literature streams while examining the impact of EEC on post-recovery evaluations. Companies should consider these findings in the recruitment and training of front-line employees to develop better service recovery strategies.
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Ana Marta Aleixo, Ulisses M. Azeiteiro and Susana Leal
The study aims to examine the vertical integration of the sustainable development goals (SGDs) in Portuguese public higher education institutions, namely, at the level of…
Abstract
Purpose
The study aims to examine the vertical integration of the sustainable development goals (SGDs) in Portuguese public higher education institutions, namely, at the level of undergraduate and master’s degrees, and the extent to which Portuguese higher education institutions (HEI) are preparing for the United Nations’ call to promote SDGs.
Design/methodology/approach
A content analysis of the designations and objectives of the 2,556 undergraduate and master’s degrees (in 33 Portuguese public higher education institutions) was done to determine whether they promote at least one SDG.
Findings
The results show that 198 courses directly address at least one SDG; on average, each higher education institution (HEI) has six courses that explicitly address at least one SDG; universities have more courses in SDG areas than in polytechnics; more master’s degrees embrace SDGs than undergraduate degrees; and most of the courses addressing SDGs are from the social sciences and humanities areas and from natural and environmental sciences.
Originality/value
This paper serves to raise the awareness of Portuguese HEIs of their role and responsibility in furthering SGDs.
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Emilia Araújo, Catarina Sales Oliveira, Liliana Castañeda-Rentería and Kadydja Chagas
Seyedmohammad Mirhosseini, Milad Bazghaleh, Mohammad Hasan Basirinezhad, Ali Abbasi and Hossein Ebrahimi
Students’ academic achievement is a multifaceted phenomenon. While depression can suppress academic performance, academic satisfaction can promote it. This study aims to…
Abstract
Purpose
Students’ academic achievement is a multifaceted phenomenon. While depression can suppress academic performance, academic satisfaction can promote it. This study aims to investigate the relationship between depression and academic satisfaction among students studying at Shahroud University of Medical Sciences.
Design/methodology/approach
This cross-sectional study was carried out on 312 undergraduate students of Shahroud University of Medical Sciences. Data collection tools included demographic data form, University Student Depression Inventory and academic satisfaction scale. Data were collected by a simple random sampling method and self-reporting by the participants. Data were analyzed using descriptive and inferential statistics (multivariate multiple regression analysis and multivariate linear regression).
Findings
The participants’ mean depression and academic satisfaction scores were 71.92 ± 22.94 and 53.70 ± 9.69, respectively. In addition, the depression score was significantly and inversely correlated with students' academic satisfaction (r = −0.122, p-value = 0.031). Moreover, there was a significant correlation between students’ depression with marital status, level of the semester, interest in the field of study and study topic.
Research limitations/implications
This study emphasizes improving education, spiritual and social support and strengthens strategies to deal with depression and medical science students’ related factors.
Originality/value
Students of medical sciences are exposed to depression during their college years, which is related to their academic satisfaction.
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Jorge Mota, António Moreira, Rui Costa, Silvana Serrão, Vera Pais-Magalhães and Carlos Costa
The purpose of this paper is to conduct a systematic literature review (SLR) to identify the main firm-level performance indicators and group them in dimensions that support…
Abstract
Purpose
The purpose of this paper is to conduct a systematic literature review (SLR) to identify the main firm-level performance indicators and group them in dimensions that support decision-making in the wine industry.
Design/methodology/approach
To achieve this goal, an SLR approach was conducted in the Scopus database from 2009 to 2019. From a set of 607 articles, only 25 studies related to firm-level performance indicators were considered and, following an inductive thematic analysis and an interpretative synthesis, separated into different specific foci that include social, economic and environmental dimensions.
Findings
There is a limited number of papers identifying indicators regarding the firm-level performance of wine firms, and even fewer studies including indicators on an integrated approach to measure the different dimensions of firm performance. This paper documents that economic and environmental indicators cover 78.2% of all SLR indicators analyzed. As this group of indicators is limited to a set of sub-dimensions, this paper found that several groups of indicators are misrepresented, such as product portfolio or certifications related to marketing activities and indicators covering purchasing and supply chain activities, which play a crucial role in the competitiveness of the wine industry.
Practical implications
For practitioners, it discloses the most pertinent indicators they need to improve to craft their business strategies. This framework is of added value for policymakers to customize their support programs for specific producers to develop their competitive strategies. It could be deployed in teaching programs as a tool to address the importance of aligning different types of indicators to achieve firm-level performance in the wine industry.
Originality/value
This study contributes to the literature identifying a framework of analysis that includes indicators of four dimensions, namely, economic, social, territorial and environmental. This framework aims to relate performance measures to corporate strategy as a management control tool. The framework intends to improve the fit between firms’ activities and their competitive context and to be flexibly adapted to various products/firms in the wine industry.