Purpose – The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and, second, to study the moderating role of age in...

Purpose Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work aims...

This paper examines the effects of a sustainable destination image on residents' satisfaction and pro-sustainable behavior considered through positive word-of-mouth (WOM) and engagement in sustainable tourism practices. The paper also explains the moderating role of two demographic variables,...