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The purpose of this paper is to provide empirical insights about service branding from higher education administrators (HEAs) perspectives and to identify the main factors involved in their strategic thinking in this sector.

Adopting a qualitative approach, 22 in-depth interviews were performed in Brazilian HEAs to analyze service branding as a strategic institutional process in this context.

Findings reveal that service branding depends on several factors, e.g., in this case, deep integration between branding and services, leadership involvement, strong value propositions, sharing of strategic guidelines, branding experiences and, finally, credibility and reputation. Excellence of service is considered essential in higher education (HE) and, therefore, service branding faces the challenge of promoting the provision of quality services.

Although there have been many studies relating to HE and branding, few authors have studied service branding in educational sector and which issues must be observed in a competitive marketplace.

This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship.

A questionnaire was administered to telecommunication customers in a Western European country, and the model was estimated using partial least squares (PLS).

This study shows that the customer–firm relationship is surprisingly affected by the response to expected incidents that the customer interprets as acts of benevolence or opportunism. This research also shows that the firm's incident response interpreted as benevolence or opportunism has an effect that merely positive or negative events do not. Acts of benevolence response towards an incident positively affect customer–firm relationship quality, and expectations of such acts may lead to an upward spiral in customer commitment.

While benevolence trust has been proposed and studied before, the response to incidents interpreted as benevolent or opportunistic and their consequences have been under-studied, hence exhibiting a research gap.

在公司與顧客之間的關係的範疇內, 公司對服務事故所作的被稱為仁慈的反應的影響不曾被測量; 本研究擬就該反應的影響進行分析和探討。

研究以問卷方式進行¸ 對象為一個西歐國家裏的電訊服務客戶。研究人員使用偏最小平方法作估算, 設計有關的模型。

研究結果顯示、若顧客對公司就預期的事故所作的反應看作是仁慈的話, 又或相反地視為是投機主義所驅使的, 則公司與顧客之間的關係會出人意表地受到影響。研究結果亦顯示、顧客的仁慈、抑或是投機主義的闡釋和理解所帶來的影響, 與單純積極正面事件或消極負面事件所帶來的影響是不一樣的。公司對事件仁厚的回應會給予顧客之間的關係的質量帶來正面的影響; 而且, 對這種回應的預期、或會給客戶承諾帶來螺旋上升。

對仁厚之信賴曾被提出並作探討。唯對被視為仁慈的或機會主義作祟的反應所作的研究則不足, 這方面實存研究缺口。

Loyalty has, over the past decade, become a crucial construct in marketing, and particularly in the burgeoning field of customer relationship management. This paper shows that customer loyalty can be explained to a substantial degree by customer satisfaction, trust, and communication, and shows the direct and indirect effects among those constructs and other constructs in an extension of the European Customer Satisfaction Index (ECSI) model. Both ECSI model and the extended model are estimated with data from a survey carried out among customers of the banking sector. Within the limitations of the study, the theoretical and managerial implications of these findings are discussed.

Among the large number of currently available approaches for studying customer satisfaction, a very promising one is that adopted in the European customer satisfaction index (ECSI) model. Yet, in spite of its various contributions to customer satisfaction research, this approach exhibits certain limitations, of which we will emphasise one: contrary to compelling evidence, the model does not consider the service climate or, more specifically, the cause and effect relationship between employee behaviour and customer satisfaction. The main goal of the present paper is to contribute to counteracting such a limitation. A reformulation of the ECSI model is suggested, integrating it into key components of employee satisfaction models (employee satisfaction, loyalty and commitment) as they are perceived by customers. Both the ECSI model and the ECSI revised model are estimated with data from a survey carried out among supermarket customers. The results show that some variables such as perceived quality, customer satisfaction and loyalty are better explained by the ECSI revised model. Also, statistically significant interactions between the new variables (with the exception of employee loyalty) and some of the ECSI model variables (perceived product quality and perceived service quality) were discovered.

The purpose of this paper is three-fold. The first objective is to contextualize and clarify the concepts of regional innovation systems and entrepreneurship, addressing their differences and complementarities and suggesting an analytical filter to enhance their understanding. The second aim is to question and analyse the challenges this renewed approach brings to the domain of territorial policy, namely, the role it may bring to local and regional development strategies, opening up the way for a set of public policy interventions on the fields of entrepreneurship and innovation promotion. Finally, the paper presents and analyses the example of Coimbra, a medium-sized city in Portugal, underlining both the role of academia and the Instituto Pedro Nunes-Incubator have had on these domains.

The paper is based on a case study approach, with an in-depth descriptive and exploratory analysis of the Coimbra entrepreneurial ecosystem.

The paper acknowledged the role entrepreneurial stakeholders have on the fertilization of the innovation and entrepreneurial Coimbra ecosystem. The Instituto Pedro Nunes-Incubator, with a new generation of startups, mostly born on its infrastructure as university spin-offs, gradually introduced a more business-oriented perspective on the local innovation system which, alongside the creation of a thicker networking and more profound cooperation culture, with the growing involvement of other local stakeholders such as science parks (Coimbra iParque), has had a decisive role on upgrading urban competitiveness. These new knowledge-based startups also have important spill-over effects that are beneficial to the growth of other firms in the same locality. There is evidence that they also provide an important Schumpeterian stimulus within economies by increasing competition, promoting innovation and augmenting the efficient allocation of resources within economies. Besides the more traditional transactional forms of support (tax incentives, grants, etc.), there is now the recognition that relational forms of support such as network building, developing connections between entrepreneurial actors, institutional alignment of priorities, fostering peer-based interactions have been strategic to improve both the efficiency and the effectiveness of the entrepreneurial ecosystem.

There is, thus, a need for more profound theorization and empirical research that can produce additional comprehension into this domain of the cause-effect relationships between entrepreneurship, innovation and local and regional dynamics. Some authors suggest, in particular, that the existing work on entrepreneurial ecosystems within popular business literature and academic research still has a deficit of a solid theoretical foundation, making the entrepreneurial ecosystem approach somehow both ambiguous and immature concept and, thus, reducing its generalizability and policy applicability. Research that evaluates the relationship between entrepreneurial performance and the level of government participation as part of governance systems will also be of great significance over the near future as it will help researchers and policymakers to realize better where the different stakeholders can enhance entrepreneurship and where their intervention will possibly diminish positive outcomes.

The main practical implications of this paper are associated with the need that urban and regional policymakers to formulate more business-led strategies to promote territorial innovation and entrepreneurship. The paper also offers conceptual tools that point out the need that innovation stakeholders, namely, universities, incubators and firms, have to assume more protagonism in promoting competitiveness and sustainability.

The entrepreneurial ecosystem approach constitutes both a theoretical and analytical useful tool to define competitive strategies for urban and regional economies. Urban and regional-innovation ecosystem construction is a representative method of realizing territorial development and competition enhancement, through sustainable job and wealth creation.

This paper analysis summarizes and integrates the increasing and scattered literature of both the regional innovation systems and of the entrepreneurial ecosystems and delivers new insights for the future development of this field, namely, in terms of renewal of policy formulation and implementation. The singularity of the case study is associated with the fact that Coimbra entrepreneurial ecosystem is still largely embryonic, having its roots on a paradigm strategic shift the University adopted towards a more proactive role in terms of city aand regional development.

This study aims to conduct a pertinent assessment of the concept of business competitiveness and how Portugal can progress in that field, for the sake of becoming a more sustainable and wealth-creator economy.

The research was elaborated with 65 in-depth interviews with expert persons from the Portuguese business ecosystem, who were asked to reflect on the state of the economy and competitiveness of the country.

There is much room for improvement in almost all areas of activity, in particular by promoting an innovative, value-adding and exporting private sector and a lighter and more efficient public sector. The conclusions point to modernisation of the Portuguese economy as a way of making it more competitive in a highly competitive and demanding global scenario.

To the best of the authors’ knowledge, it is the first time that a reflection with experts of the local Portuguese economy has been carried out, especially after a difficult period of COVID.

Ayahuasca ceremonies are currently practiced all over the world. This study aims to investigate ayahuasca ceremonies in Colombia (where ayahuasca use is culturally entrenched) and Italy (where ayahuasca use has only recently spread).

In total, 32 Italian (53% males; 47% females) and 28 Colombian (79% males; 21% females) ayahuasca ceremony participants completed an online survey. Ceremonial setting and set (motivations for ayahuasca use, ayahuasca perceived effects and features of participants, i.e. drug use and problematic use, interpersonal dependency, spiritual orientation and quality of life) were investigated. Mann–Whitney U test, Pearson’s χ² test and Fisher’s exact test were used to compare the Italian and Colombian samples.

No differences emerged in the ceremonial setting. Slight differences were observed in motivations for ayahuasca intake and religious beliefs, but not in the preparation for ceremonies, quality of life, interpersonal dependence and spiritual orientation. Italians showed greater use of other psychoactive substances and more drug use problems.

Prevention regarding safer practices of consumption should be promoted to avoid improper uses.

Few studies have explored ayahuasca ceremonies (set and setting characteristics) in countries with different traditions on ayahuasca consumption. The results highlight that the use and experience of ayahuasca can take on different meanings depending on the cultural context.