The effects of perceived satisfaction with service recovery efforts: a study in a hotel setting

In the service industry, the importance of achieving the satisfaction of all involved agents is widely recognized. It is important to note that within the service sector, the hospitality sector involves a high degree of personal contact between hotel staff and customers, during which various misunderstandings can result in service failures. Therefore, instruments that enable learning about and solving problems emerging from customers now serve as one of the most important elements of the hospitality industry. In this context, the objective of answering the call for more studies investigating the effectiveness of recovery efforts and discovering their effects to perceived customer satisfaction, following a service recovery process, and customer behavior outcomes towards a hotel which had dropped the ball but later offered a solution. A structural equation model using a sample of 274 valid questionnaires, obtained from hotel establishment customers who had experienced failed service provisions and who had shown their discontent with these services, was used to examine these issues. The results confi rm a signifi cant and positive effect between the analyzed relations and also reinforce the importance of recovery efforts on satisfaction in service recovery and also determine the impact of that perceived satisfaction on behavioral outcomes of the affected consumers. Additionally, the empirical results show that communication and explanation are the dimensions of importance to consumers when they report a service failure to a service fi rm. Based on these results, this study recommends designing recovery process in such a way to get maximum advantage of this phenomenon. Therefore, organizations should offer dissatisfi ed customers with the option to choose among various recovery options

Sub-national consumer ethnocentrism and the importance of the origin of food products: An exploratory analysis

Purpose This study’s main objective is to analyse the role of the consumer’s ethnocentrism as a potential segmentation basis and to detect product origin-sensitive groups. The relationship between the consumer’s regional ethnocentrism, local and regional identity and corresponding valuation and purchase of food products from a region is also examined. Design/methodology/approach The responses of 358 consumers residing in two Spanish regions are analysed by means of a mediation analysis and a cluster analysis. Findings The results suggest the convenience of considering ethnocentric consumer tendencies, also at the regional level, when studying attitudes, valuation, information search and effective purchase of foods of diverse categories and origins. Originality The main contributions of this work derive from the assessment of consumer ethnocentrism at a sub-national level (which is much less present in the literature) and the evidence of its usefulness for segmenting the market and detecting groups of origin-sensitive consumers, which can be useful to companies that produce and market food products in different regions.publishe

¿Es posible conseguir la lealtad de los clientes de establecimientos de comida rápida? Una aproximación con PLS

En la literatura sobre fast-food restaurants (FFRs), las investigaciones realizadas no han encontrado suficientes evidencias relacionadas con la lealtad en servicios de comida rápida debido principalmente a su carácter económico, rápido y de conveniencia. El objetivo de esta investigación es verificar la existencia de lealtad en consumidores de fast-food y su dependencia de la calidad percibida, diferenciando entre la calidad de la comida, la calidad del servicio ofrecido y/o la atmósfera presente en el local. Para ello, se propone un modelo compuesto estimado en modo B para analizar los elementos que constituyen la calidad del establecimiento, ya que esta variable ha sido utilizada previamente en la literatura como un constructo multidimensional compuesto de tres dimensiones correlacionadas. Además, se estudia el papel directo y mediador de constructos como la satisfacción y la confianza para la formación de lealtad en FFRs. Los resultados de este estudio aportarán recomendaciones para los responsables de restaurantes fast-food en el objetivo de mejorar la lealtad de los usuarios.Throughout the literature on fast-food restaurants (FFRs), existing studies have not found sufficient evidence of the role of loyalty in fast-food services, mainly due to their economical, quick, and convenient nature. The objective of this research is to verify the existence of loyalty in fast-food consumers and its dependence on perceived quality, differentiating between the quality of the food, the quality of the service provided, and/or the atmosphere present in the store. To that end, we propose a composite model estimated by mode B to analyze the elements that constitute establishment quality; this variable has been previously used in the literature as a multidimensional construct consisting of three dimensions that are correlated. Furthermore, we study the direct and mediating role of constructs such as satisfaction and trust in creating loyalty in FFRs. The results of this study will provide recommendations for those responsible for fast food restaurants in order to improve the loyalty of the consumers

Participación de los principales destinos turísticos europeos en buscadores: aplicación al ámbito español

Un importante desafío al que se enfrentan las organizaciones y destinos turísticos es poder ser visualizados por un buscador y, de esta forma, poder ser accesibles por los turistas potenciales en la planificación de su viaje. La accesibilidad y visualización por el buscador proporcionan, particularmente a los destinos, una oportunidad para promover y comercializar su página web e incluso el destino en sí, incentivando la competitividad del destino turístico. Por lo tanto, el presente trabajo tiene como objetivo determinar la representatividad del turismo online para los principales destinos turísticos europeos a través de cuatro buscadores. El trabajo extiende el estudio a nueve categorías turísticas que son analizadas para los principales destinos turísticos españoles. Los resultados del estudio revelan que los buscadores indexan una gran cantidad de páginas web relacionadas con el turismo, sin embargo, la presencia de páginas de destinos que es visible y accesible por los turistas es muy pequeña. La baja visibilidad de las páginas web turísticas en los buscadores analizados indica que las oportunidades para los turistas online de tener interacciones con organizaciones y destinos turísticos son escasas. Como implicación de los resultados obtenidos, se recomienda a las organizaciones y destinos turísticos su presencia en un número importante de buscadores. Para conseguir tal finalidad, los destinos turísticos deberían utilizar una serie de acciones que ayuden a incrementar la visibilidad de una página web en los resultados ofrecidos al turista potencial a través del buscador, esperando la perfecta solución a sus necesidades de viaje.Online visibility and accessibility is a challenge for tourist organizations and destinations. Potential tourists should be able to plan their journeys and completely satisfy their travel needs using online search engines and the websites of destinations. The accessibility and visibility of tourist destinations and organizations in a search engine are a great opportunity to promote and market both organizations and destinations, and many have a decisive influence on competitiveness. This article therefore aims to determine how four online search engines present the concept “tourism” in the most famous European tourist destinations. This study divides the concept of tourism into nine tourist categories which are used to analyze how tourism is represented in the main Spanish tourist destinations. The results of this research reveal that search engines index a great number of websites related to tourism, although the visibility and accessibility of tourist destinations for tourists is relatively low. The low visibility of tourist websites in the search engines used here suggests that the possibility of online interaction between tourists and tourist organizations and destinations is small. Results also indicate that tourist organizations and destinations should increase their presence in as many online search engines as possible. Tourist destinations should also take actions contributing to increase the visibility of their websites in the results found by search engines, so that potential tourists may satisfy their travel needs completely

How do offline and online environments matter in the relational marketing approach?

The goal of this study is to analyse the relational benefits that the clients of banks, insurance companies, and travel agencies receive according to whether they maintain an offline or online relationship with the company. The development of an index, called the Relational Benefits Index, allows for a comparison of differences that arise between the measures of confidence benefits, social benefits, and special treatment benefits. The results demonstrate significant differences according to the type of service business and channel used, affecting the importance that consumers place on the offline channel when they want to maintain a stable relationship with a service business

Mitochondrial complex I plays an essential role in human respirasome assembly

The assembly and function of the mitochondrial respiratory chain (RC) involve the organization of RC enzyme complexes in supercomplexes or respirasomes through an unknown biosynthetic process. This leads to structural interdependences between RC complexes, which are highly relevant from biological and biomedical perspectives, because RC defects lead to severe human disorders. We show that in human cells, respirasome biogenesis involves a complex I assembly intermediate acting as a scaffold for the combined incorporation of complexes III and IV subunits, rather than originating from the association of preassembled individual holoenzymes. The process ends with the incorporation of complex I NADH dehydrogenase catalytic module, which leads to the respirasome activation. While complexes III and IV assemble either as free holoenzymes or by incorporation of free subunits into supercomplexes, the respirasomes constitute the structural units where complex I is assembled and activated, thus explaining the functional significance of the respirasomes for RC function

Effect of Relative age on Spanish Swimming

[Resumen] El efecto de la edad relativa se refiere a las diferencias cronológicas de sujetos pertenecientes a un mismo grupo de edad, que puede provocar que los nacidos en los primeros meses del año parezcan más talentosos. El objetivo de este estudio fue analizar la posible existencia del efecto de la edad relativa en la natación española. Para llevarlo a cabo se consideraron los 100 mejores resultados en piscina de 50 metros de las últimas seis temporadas (2015-2021), para todas las edades de las categorías con campeonatos nacionales, en ambos sexos y en los cuatro estilos. El análisis se realizó sobre 28.373 resultados obtenidos de la base de datos de la Real Federación Española de Natación, tomando como referencia las fechas de nacimiento de los nadadores. Para identificar si existe el efecto de la edad relativa en la natación en España se aplicó el odds ratio y la prueba estadística chi cuadrado. Así, para calcular las posibles diferencias entre los rendimientos medios entre los trimestres de nacimiento de los nadadores, se realizó́ un análisis de varianza. Los resultados mostraron una distribución desigual de las fechas de nacimiento por trimestres y unos rendimientos medios diferentes para casi todos los grupos de edad, en ambos géneros. En conclusión, se puede decir que la sobrerrepresentación de deportistas en los primeros trimestres del año, y la diferencia en cuanto al éxito deportivo alcanzado, son dos efectos de la edad relativa a considerar.[Abstract] The relative age effect refers to chronological differences in subjects belonging to the same age group, which may cause those born in the first months of the year to appear more talented. The aim of this research is to analyse the effect of relative age in Spanish swimming. The 100 best results in pool of 50 meters of the last six seasons (2015-2021) were analysed for all ages of the categories with national championships, in both genders and in the four styles. The sample included 28.373 results obtained from the database of the Royal Spanish Swimming Federation, taking as reference the dates of birth of the swimmers. To analyse the effect of relative age in Spanish swimming, the Chi-squared statistical est was used. The possible differences between the average yields between the birth quarters of the swimmers was calculated by an analysis of variance. The results showed an unequal distribution of birth dates by trimesters and different average yields for almost all age groups, in both genders. In conclusion, it can be said that the over-representation of athletes in the first quarters of the year, and the difference in terms of sports success achieved, are two effects of the relative age to consider

Efecto de la edad relativa en la natación española

The relative age effect refers to chronological differences in subjects belonging to the same age group, which may cause those born in the first months of the year to appear more talented. The aim of this research is to analyse the effect of relative age in Spanish swimming. The 100 best results in pool of 50 meters of the last six seasons (2015-2021) were analysed for all ages of the categories with national championships, in both genders and in the four styles. The sample included 28.373 results obtained from the database of the Royal Spanish Swimming Federation, taking as reference the dates of birth of the swimmers. To analyse the effect of relative age in Spanish swimming, the Chi-squared statistical est  was  used. The possible differences between the average yields between the birth quarters of the swimmers was calculated by an analysis of variance. The results showed an unequal distribution of birth dates by trimesters and different average yields for almost all age groups, in both genders. In conclusion, it can be said that the over-representation of athletes in the first quarters of the year, and the difference in terms of sports success achieved, are two effects of the relative age to consider.El efecto de la edad relativa se refiere a las diferencias cronológicas de sujetos pertenecientes a un mismo grupo de edad, que puede provocar que los nacidos en los primeros meses del año parezcan más talentosos. El objetivo de este estudio fue analizar la posible existencia del efecto de la edad relativa en la natación española. Para llevarlo a cabo se consideraron los 100 mejores resultados en piscina de 50 metros de las últimas seis temporadas (2015-2021), para todas las edades de las categorías con campeonatos nacionales, en ambos sexos y en los cuatro estilos. El análisis se realizó sobre 28.373 resultados obtenidos de la base de datos de la Real Federación Española de Natación, tomando como referencia las fechas de nacimiento de los nadadores. Para identificar si existe el efecto de la edad relativa en la natación en España se aplicó el odds ratio y la prueba estadística chi cuadrado. Así, para calcular las posibles diferencias entre los rendimientos medios entre los trimestres de nacimiento de los nadadores, se realizó́ un análisis de varianza. Los resultados mostraron una distribución desigual de las fechas de nacimiento por trimestres y unos rendimientos medios diferentes para casi todos los grupos de edad, en ambos géneros. En conclusión, se puede decir que la sobrerrepresentación de deportistas en los primeros trimestres del año, y la diferencia en cuanto al éxito deportivo alcanzado, son dos efectos de la edad relativa a considerar

A mid-third millennium BC collective burial cave in central iberia: El Rebollosillo (Torrelaguna, Madrid)

[EN] El Rebollosillo is a small karstic cave located in the center of Iberia used for the disposition of secondary burials during the mid third millennium BC. We present bioanthropological, isotopic (87Sr/86Sr, δ 13C y δ 18O) analyses and 16 radiocarbon dates on human remains, as well as mineralogical characterization of 6 beads (4 of them variscite from Palazuelo de las Cuevas, Zamora), and a quantitative analysis of 43 pottery fragments recovered during the 1989 excavations. A minimum of 21 individuals have been identified, covering all age ranges and sex. Low percentages of pathologies have been detected, mainly dental calculus and caries, with specific cases of cribra orbitalia, periostosis and arthritis. Only adults received a clearly individualized treatment, suggestive of achieved status. We interpret the evidence as a multi-staged mortuary program, the last phase of which is documented at the site, with previous stages perhaps carried out elsewhere, and we evaluate these results in the context of the regional funerary record.[ES] El Rebollosillo es una pequeña cueva kárstica situada en el centro de la Península Ibérica utilizada para la disposición de enterramientos secundarios en la mitad del III milenio AC. Presentamos resultados bioantropológicos, isotópicos (87Sr/86Sr, δ13C y δ18O) y 16 dataciones radiocarbónicas de los restos humanos, una descripción cuantificada de los 43 fragmentos cerámicos y de caracterización mineralógica de 6 cuentas recuperadas durante la excavación de 1989, cuatro de las cuales probablemente proceden de Palazuelo de las Cuevas (Zamora). El análisis bioantropológico indica un mínimo de 21 individuos con todos los rangos de edad y sexo. Se han detectado bajos porcentajes de patologías, mayoritariamente cálculo dental y caries, con casos puntuales de cribra orbitalia, periostosis y artrosis. La disposición de los restos sugiere que sólo los adultos recibieron un tratamiento claramente individualizado, quizás acorde con un estatus adquirido con la edad. Proponemos que el registro representa la última fase de un programa mortuorio cuyas etapas previas debieron desarrollarse en otros lugares y valoramos estos resultados en el contexto del registro funerario regional.Peer Reviewe