If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach -Using survey data from large consumer samples from 15 European countries, the authors classify consumers according to: whether they had negative experiences with online purchases, whether they complained, and whether they were satisfied with the complaint handling. A logistic regression analysis assesses the effects of these experiences on repurchase intentions. Findings -Remarkable differences arise among the consumers with respect to intentions to repurchase on the internet. Consumers with negative experiences who complained expressed higher repurchase intentions than consumers with no reason to complain and also than consumers who had negative experiences but did not complain. Yet the highest repurchase intentions arose among consumers who complained and expressed satisfaction with the complaint handling, in support of the service recovery paradox in an online setting. Originality/value -This project is one of the first empirical studies of the consequences of dissatisfaction and complaints related to online purchase behaviour.

PurposeFood waste is one of the most challenging issues humanity is currently facing. Therefore, there has been a growing interest in the prevention of food waste because of world hunger, environmental impacts, resource scarcity and economic costs. The purpose of the study is to investigate the factors that influence food waste and the role of technology in tackling food waste in India and the Netherlands.Design/methodology/approachIn order to explore differences in food loss and waste further this study will examine a number of practices on both the production and the consumer side, in a developing country and a developed country with different culture/economic backgrounds: India and the Netherlands. The factors that influence food waste were examined with a preliminary qualitative study, which consists of semi-structured interviews, and quantitative research that comprises a survey. Semi-structured interviews were conducted in both India and the Netherlands, which consists of five interviews. The survey data was collected from 78 individuals from India and 115 individuals from the Netherlands.FindingsOne of the main findings of the research is food waste is divided into waste within agricultural production (i.e. food loss) and final household consumption (i.e. food waste). Different factors influence food loss in different stages in the supply chain. Some of these factors include wastage during processing, storage, transportation and at the market-place. New technologies can utilize food loss for new purposes, so food loss is reduced to the minimum. Food waste is mainly influenced by food passing expiry date, food that is left too long in the fridge and consumers buying too much food. In final household consumption, technologies such as digital platforms enable individuals or organizations to share and donate their food, thereby creating awareness on food waste prevention and the environmental and ethical benefits.Originality/valueThe authors examine to what extent and in which ways supporting consumers to minimize food waste can be achieved via three stages: (1) understanding and evaluating food loss and waste, (2) identifying the factors that influence food loss and waste, (3) understanding consumer behaviors to encourage food waste reduction and (4) identifying the technological impact that would reduce food waste. As such, this paper contributes to ongoing debates about food waste by looking at the role of context and culture and by exploring differences between developed and developing countries. Also, the authors advance the debate by exploring both the role of advanced technology such as blockchain and drones in both preventing loss and waste as well as non-technological mechanisms.

Objective: The main aim of the article is to analyse the respondents’ attitudes towards selected pro-environmental practices of enterprises providing accommodation services and the factors conditioning their involvement in the activities implemented in the facilities. Methodology: The study is empirical in nature and is based on the results of an empirical survey that was carried out in the period December 2021–April 2022 in Poland. The survey used the diagnostic survey method, and 575 respondents took part in it. The main hypothesis assumes that customers of accommodation facilities appreciate the pro-environmental activities used in them. Findings: The survey results show that the respondents are sensitive to environmental issues and try to apply in practice the principles leading to environmental protection. They also emphasise that they would be more willing to stay in “green” facilities, although the application of sustainable development principles is not a key factor for them in choosing a facility. Value Added: The survey of 575 respondents indicated, similar to other studies, a positive attitude towards activities aimed at protecting the environment. At the same time, however, it showed that tourists are not always willing to make sacrifices during their stay related to either their comfort or the price of the service. This fact has practical implications for hotel managers and must be taken into account. Recommendations: The survey confirmed that consumers have a positive perception of environmental activities in hotels, so activity in this area can be an element of building their competitiveness.

Objective: Tourist regions are characterized by a very high complexity and micro-enterprises are the largest group of entities which determine the competitiveness of the destination. However, management of such businesses has a strong specificity. The goal of this paper is to identify the capabilities of managing competitiveness and marketing of this group of entities.Methodology: Literature review, examining and discussing the current knowledge regarding the competitiveness of family tourist micro-enterprises.Findings: On the one hand, small companies have significant limitations compared to larger companies. However, the family nature of the company allows for high flexibility of management. Decisions can usually be made faster and easier, which means that they are able to adapt their offer to the expectations of customers faster and better than large entities. Also, an atmosphere of hospitality and friendship can be easily created. What is more, cooperation with other local entities should result in the ability to offer higher value to consumers.Value Added: Authors, on the bases of literature review have proposed a model that shows relations as an element of building competitiveness of a family tourist micro-enterprises. It appears that these firms have unique opportunities to develop relationships with their customers. Cooperation, quality and communication have been described as key variables responsible for this process, that should result in generating the benefits of re-selecting the services of the company as well as giving them positive recommendations.Recommendations: In the area of family businesses in tourism, there is still lack of empirical studies. That is why, the issues presented in this work should be subjected to empirical verification. Future research should concentrate on the specificity of managing a tourist family micro-enterprise and on possible sources of competitive advantage of a tourist family micro-enterprise in the eyes of customers. Especially, described model should be empirically verified.

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