Purpose: The purpose of this paper is twofold: to examine generational differences in complaint and post-recovery behaviors after service failures and recoveries, and to investigate the key factors that relate to Generation Y consumers’ responses. Design/methodology/approach: In a two-stage approach, Study 1 investigates generational differences in the complaint and repurchase behaviors of a vast sample of more than 36,000 customers. Study 2 examines which factors influence Generation Y consumers’ decisions to complain and to repurchase. Findings: Across four generational cohorts (the Silent Generation, Baby Boomers, Generation X, and Generation Y), consumers in Generation Y are the most likely to complain about service failures and repurchase after a satisfactory service recovery. The service recovery paradox thus is a generational feature. Generation Y’s unique characteristics – being tech savvy, heavily influenced by peers, and untrusting of brands – relate closely to their complaint and repurchase patterns. These prolific users of social media tend to stay with a service provider after experiencing satisfactory recovery but are more inclined to complain. Originality/value: This study contributes to service management literature by revealing generational differences in customers’ complaint behavior and responses to recovery efforts, while also testing repurchase behavior rather than just behavioral intentions. This study provides valuable insights into the unique factors that influence Generation Y consumers’ complaint and post-recovery responses.

Purpose: Consumer price sensitivity has become a major issue over the past few decades. This paper aims to investigate the importance that insurance customers give to premiums, insurers, intermediary recommendations and bundling strategies. The relationship between attributes and consumer price sensitivity is also studied.Design/methodology/approach: To calculate the importance of attributes and part-worth utilities, a Conjoint Analysis with Full Profile was performed. To segment the market, a two-stage cluster analysis was performed. The traditional formula for estimating price elasticity of demand was also used.Findings: Price sensitivity is affected by the level of purchase involvement, bundled discounts and brand loyalty. Also, brand loyalty has a strong influence on customer acceptance of bundled discounts. Price bundling increases a firm’s revenues and profits.Research limitations/implications: The size of the sample of the second stage of the research could be higher.It would also be interesting to have the collaboration of an actuary to carry out more precise analysis of premium estimation of bundling strategies and to study the ideal number of products that would compose the bundling strategy. Moreover, it could be relevant to consider life insurance products as part of the bundling strategy. It would also be interesting to study whether there is any benefit in applying the bundle discount to the anchor product instead of applying it to the accessory product.Practical implications: Insurers and intermediaries can benefit from price bundling strategies to increase sales and profit.Originality/value: The study contributes to the service marketing literature and marketing of the insurance sector by providing empirical evidence of the impact of price bundling on insurance customer sensitivity, with the use of a methodological and experimental approach.

This paper presents a systematic literature review (SLR) to provide a comprehensive understanding of higher education literature focusing on the implementation of sustainable campus operations. The implementation of on-campus sustainable operations represents a pivotal path for promoting sustainability in the higher education context. Nonetheless, only a scarce number of studies provide a comprehensive assessment of the existing literature on the topic of sustainable campus operations in higher education institutions (HEIs). Accordingly, our research intends to fill this gap. Our review identified 130 focal articles that were predominantly published in high-impact journals. Key themes identified in the literature include carbon neutrality, energy use, waste management, environmental management, and circular economy, with a notable emphasis on the interconnectedness of these topics. The review also highlights the critical role of institutional leadership, governance structures, stakeholder engagement, and technological innovation in driving sustainability on campuses. Despite the growing body of literature, research gaps were identified, including the need for more comparative studies, exploration of funding mechanisms, and improvements in data collection and reporting practices. This study underscores the importance of adopting a structured, holistic approach to campus sustainability in HEIs, which can inform policy development, enhance decision-making, and pave the way for more effective sustainability strategies.

In the context of sustainable consumption, this study aims to understand the determinants of the intention to purchase secondhand products, exploring the direct and indirect effect of each in the constructs of the Theory of Planned Behaviour (TPB). To the traditional variables of TPB, Attitude, subjective norm and perception of behavioural control, were added the price, the need for exclusivity, frugality, environmental concern and environmental knowledge. Quantitative approaches were used, data were collected through a questionnaire and 805 responses were analyzed through PLS-SEM. The results revalidated the TPB variables, frugality, price and environmental concern, as determinants of the intention to purchase secondhand products. Price and environmental concern were the greatest influence on purchase intention. The results also reveal differences between younger and older people in relation to secondhand purchasing and sustainable consumption. Environmental concern is only significant in the purchase intention of younger people, because in older people the price prevails as more influential. This study expands TPB, introducing secondhand and sustainability determinants and analyzing the direct and indirect effects of behavioural constructs applied to purchase intention of secondhand products. Firms and brands need to change from linearity to circular production and follow the intentions of consumers to buy secondhand products, especially young consumers.