Purpose – This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings in existing theory and previous studies across three national samples and describes the similarities and...

Purpose – The purpose of this paper is to explore and describe a sustainable business model in a service industry. Design/methodology/approach – A case study was performed during 2012-2013. It is based upon a major Scandinavian hotel chain known for having implemented documented, extensive...

Purpose – The purpose of this paper is to describe and apply teleological approaches from complexity sciences in services. Design/methodology/approach – The performance of service encounters and the outcome of service quality are dependent upon complex and dynamic interactions between...

Purpose The purpose of this paper is to conceptualize and describe how service providers’ and service receivers’ teleological actions relate to negative emotions after critical incidents in service encounters have occurred. Design/methodology/approach Three categories of teleological actions...