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.

Project success is crucial for businesses, but the impact of virtual teams on it is still not fully understood. The global outbreak of the COVID-19 pandemic in 2020 has led to the widespread adoption of virtual environment solutions to support geographically dispersed project teams. The growth in the use of virtual or hybrid teams in projects is expected to continue, as it presents an irreversible trend. Furthermore, there has been a significant increase in interest in sustainability in project management in recent years, emphasizing the long-term perspective for project success. To address this gap and contribute to the project success theory, a quantitative study was conducted to examine the impact of stakeholder engagement, knowledge management, and sustainable practices in project management on project success in virtual work environments using structural equation modeling. Experienced Portuguese-speaking project management professionals were surveyed. No evidence was found to support the moderating role of virtual teams, concluding that the virtual nature of a team does not diminish stakeholder engagement, knowledge-sharing, or sustainability in project management and its influence on project success. This study provides valuable insights for enhancing project success in virtual work environments, as it is the first of its kind to quantitatively address the sustainable long-term approach of project success in virtual environments.

This research aims to contribute to the growing body of knowledge of Collaborative Consumption (CC) by exploring the motivations that influence the use of Peer-to-Peer (P2P) accommodation platforms from the demand side. There has been a significant increase in interest in sustainable choices regarding P2P accommodation in recent years. To address this gap and contribute to the collaborative consumption and P2P accommodation theory, a quantitative study was conducted through a survey yielding 235 responses from both users and non-users of P2P platforms. The findings of this study suggest that P2P accommodation platform usage is influenced by multiple factors, including sustainability, belonging, economic benefits, and convenience. Interestingly, the study also found that individuals with higher levels of academic qualifications are more likely to adopt this mode of consumption. Moreover, the study is the first of its kind to quantitatively address this topic. By understanding the motivations of P2P platform users, policymakers and practitioners can develop targeted strategies to promote sustainable choices in this sector. Overall, this study provides a useful framework for future research on collaborative consumption and sustainable P2P accommodation.

Business model innovation (BMI) is core for entrepreneurship in industrial or service sectors, including tourism. Our submission focuses on the development of the field of BMI. We perform systematic literature review based on316 valid papers indexed on ISI Current Contents, published between 2000 and 2015.Bibliometric results indicate a significant increase in the number of papers, journals and authors, and lack of specialized journals/authors publishing regularly in the BMIfield. Thematic analysis reveals that BMI has been extensively studied, however there is rarely any cumulative knowledge effect between authors. Most researches were conceptual or qualitative, however few constructs have been defined and tested to enable quantitative studies. We conclude that there had been little evolution in terms of theoretically developing the BMI field. We argue that there is a need to adopt already existing conceptual models, develop constructs and validate them with primary quantitative data and advanced statistical analysis, in different research contexts.

After a service failure, customers want to be treated with fairness. They expect the firm to perform quickly without having to wait for the failure resolution. The primary goal of this study is to investigate whether the service recovery paradox (SRP) exists. In addition, the study also explores whether timeliness and compensation can influence it and whether gender differences occur. SRP appears as an important phenomenon to both academics and practitioners because it is seen as an opportunity to achieve higher levels of customer satisfaction through effective service recovery processes. An empirical study of mobile telecommunications customers' complaints, in a call center setting, validated the influence of timeliness and compensation on SPR. It was also found that no differences between men and women were noted on the above relations. Managers must understand that quick failures resolution and compensation will not only enhance customer satisfaction but also prevent potential switching behavior.

This research aims to contribute to the growing body of knowledge of Collaborative Consumption (CC) by exploring the motivations that influence the use of Peer-to-Peer (P2P) accommodation platforms from the demand side. There has been a significant increase in interest in sustainable choices regarding P2P accommodation in recent years. To address this gap and contribute to the collaborative consumption and P2P accommodation theory a quantitative study was conducted through a survey yielding 235 responses from both users and non-users of P2P platforms. The findings of this study suggest that P2P accommodation platform usage is influenced by multiple motivations, including sustainability, belonging, economic benefits, and convenience. Interestingly, the study also found that individuals with higher levels of academic qualifications are more likely to adopt this mode of consumption. Moreover, the study is the first of its kind to quantitatively address this topic and, therefore, contributes significantly to the field of collaborative consumption and P2P accommodation theory. By understanding the motivations of P2P platform users, policymakers and practitioners can develop targeted strategies to promote sustainable choices in this sector. Overall, this study provides a useful framework for future research on collaborative consumption and sustainable P2P accommodation.