In business-to-business (B2B) contexts, sales organizations require both long-term and stable partnerships to accomplish their tasks effectively and enhance mutual value and satisfaction for the parties involved. Collaboration and satisfaction are two connected and central issues in the...

Purpose: This study tests a research model that reflects the nomological relationship between satisfaction as a two-dimensional construct and continuity, coordination, and cooperation in business-to-business (B2B) sales relationships. Design/methodology/approach: The study sample comprised...

Purpose – The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future that are believed to be move either towards a predictable/known or...

Purpose – The purpose of this paper was to test a construct of perceived justice and its dimensions in negative service encounters across Mexican, Puerto Rican and Spanish hospitals. Also to compare similarities and differences of perceived justice in negative service encounters in these...

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...