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The purpose of this study was to investigate the degree to which behavioral intentions could be explained by service quality dimensions. Zeithmal et.’s theoretical framework was used to measure behavioral intentions; the five dimensions of SERVQUAL were used to measure perceived service quality. A total of 205 customers of two hotels in north Greece particpated in the study. The results indicated that the service quality dimensions explained a very high proportion of variance in word‐of‐mouth communications and purchase intentions (93 per cent and 85 per cent, respectively). These findings have theoretical implications in terms of developing a framework for conceptualizing service loyalty and identifying its antecedents. They also have practical implications in terms of designing effective customer retention strategies.

This paper offers an empirical study of the Emergency Support to Integration and Accommodation (ESTIA) programme, as the policy initiative for the provision of housing and social integration for asylum seekers over the last few years in Greece. Greece is a country that is geographically situated on the southern external borders of Europe and has been experiencing a rise in refugee flows since 2015. At a first glance, it seems that ESTIA’s central aim is social integration. The purpose of this paper is to investigate whether the design and implementation framework of ESTIA essentially promotes the goal of social integration or whether it is merely a gesture that has no real effect.

The field research focussed on an evaluation of the ESTIA programme on the basis of its impact on the social integration of its beneficiaries. This was attempted by examining the attitudes and perceptions of key stakeholders during its design and implementation stages. In order to examine these dimensions, qualitative research methods were developed. In particular, in-depth interviews were conducted with key informants involved in the design and implementation processes of ESTIA.

Social integration is something much more than providing permanent shelters to asylum seekers. ESTIA has been designed and implemented with a view to providing better temporary housing conditions for its beneficiaries. The rest of the range of actions for their social actions was left to voluntary actions by the implementing agencies, without offering them any financial support – a fact that suggests that the use of the term “social integration” in relation to this programme is disingenuous. Such an intervention does not aim at significant social integration but, primarily, the temporary management of extreme impoverishment. ESTIA can, therefore, be added to the scientific literature as yet another case study where the complex concept of social integration is misused by the EU and European states to legitimise the policies of repression and control of refugee populations.

This is the first field research that examines the design and implementation framework of ESTIA, the most important programme for the social integration of asylum seekers in Greece. The presentation of research findings is expected to make a significant contribution to the improvement of many aspects of the design and implementation framework of ESTIA.

The purpose of this study is to empirically test the intelligent career framework in a public sector setting in a country with a clientelistic culture to inform human resource management strategies.

Based on a qualitative methodology and an interpretivist paradigm, 33 in-depth interviews were conducted with Greek civil servants before the COVID-19 pandemic. The interview recordings were subsequently transcribed and coded via a blend of inductive and deductive approaches.

Outcomes of the study indicate that in a public sector setting in a country with a clientelistic culture, the three dimensions of knowing-whom, knowing-how and knowing-why are less balanced than those reported by findings from private sector settings in countries with an individualistic culture. Instead, knowing-whom is a critical dimension and a necessary condition for career development that affects knowing-how and knowing-why.

The theoretical contribution comes from providing evidence of the dark side of careers and how imbalances between the three dimensions of the intelligent career framework reduce work satisfaction, hinder career success and affect organisational performance. The practical contribution offers recommendations for human resource management practices in the public sector, including training, mentoring, transparency in performance evaluations and fostering trust.