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The purpose of this paper is to explore the doer effect of service failure (SF), good prior experience (GPE) and recovery on overall customer satisfaction and repurchase intentions for multi-agents in tourism service supply chain (TSSC). It specifically focuses on internal and external failure and recovery.

The study employs a 2×2×3 between-subjects experimental design with 12 diverse scenarios. It aims to examine the main effects of GPE and the interaction effects of SF and recovery on overall customer satisfaction and repurchase intentions.

The main findings show that consumers do not show favorable behavioral outcomes when they have GPE with an affiliated party. Results of the experiments demonstrate that for hotels, there is no interaction effect between failure and recovery regarding overall customer satisfaction and repurchase intentions; however, for travel agencies, an interaction effect has been found. This indicates that an internal failure (by travel agency) should be recovered internally to increase the behavioral outcomes for travel agency. However, if there is an external failure (by hotel) then the essential thing is providing a recovery.

Although the service literature covers failure and recovery in diverse contexts, these concepts are rarely studied from a multi-agent perspective in the service supply chain literature. In such a chain, a failure by a different party may remain unresolved, and this may create a positive effect on another party, if they provide recovery for the failure. This means that the doer of the failure and/or recovery (the party responsible from the failure and/or recovery) may have an impact on behavioral outcomes. However, previous literature has neglected to focus on the important issue of which entity/party performs the failure and/or recovery, and the effect on behavioral outcomes. By focusing on a principal-agent relationship in a TSSC, the study aims to address this research gap.

This paper aims to examine the relationships between locus of attribution, recovery justice perceptions, recovery satisfaction and repurchase intention after a B2B service failure.

Structural equation modeling was used to analyze 300 customer surveys from hospitality businesses. The connections between the selected variables were explored through path analysis using AMOS 24.

Based on the results, the more that business customers blame their wholesalers after a service failure, the less they perceive the procedures in the recovery process as fair. Findings also indicate that in the recovery process, interactional connections through fair treatment and inclusion of customer opinions are important to achieve high recovery satisfaction levels. Moreover, if business customers perceive the monetary compensation provided as fair, their recovery satisfaction increases, and recovery satisfaction then helps to retain these business customers after a service failure.

Starting from the locus of blame, this study highlights the after-failure calculation that business customers make in considering their recovery justice perceptions and the resulting satisfaction level.

The findings have relevance for B2B relationships. This study provides practical processes for failure and recovery management in B2B settings, especially for wholesale providers who function as resellers rather than as manufacturers.

The contributions from this study are largely due to examining B2B service failure and recovery as a process that starts at the pre-recovery stage with the locus of attribution followed by recovery justice perceptions. Whereas other studies have focused more on justice perceptions, the authors go back a step in the recovery process to better understand the antecedents of repurchase intention in B2B transactions.

In business-to-business interactions, conflicts are inevitable, and conflict-handling strategies that consider different variables improve the decision-making process of actors. This study aims to reveal the role of power and criticality in conflict-handling research in logistics service networks.

A 2 × 2 between-subject experimental design with four different scenarios was used. One hundred sixty logistics service actors completed an online questionnaire. Data were analyzed with ANOVA and paired sample t-tests using the SPSS 28.0 program.

In comparative scenarios involving high and low power dynamics, individuals with high power and high criticality situations are more inclined to favor the dominating strategy compared to low-power and low-criticality contexts. However, when faced with specific circumstances characterized by both high power and high criticality, actors tend to prioritize the integrating strategy initially, followed by the dominating and obliging strategies in that order. Notably, the statistical analysis revealed no significant interaction effect between criticality and power concerning the integrating, obliging and dominating conflict-handling strategies.

This study used an experimental approach to investigate criticality and power as contextual elements in determining conflict-handling strategies in an inter-firm environment within logistics service networks. This study is particularly groundbreaking in its knowledge of the relationship among power dynamics, conflict criticality and conflict-handling strategies.

The criticality of late deliveries in transportation lies in the threat of considerable multi-level supply chain costs. This study aims to reveal the dynamic capabilities playing a facilitating role in preventing delay, thus providing timely delivery, as well as developing an understanding of how and when those capabilities are activated within the supply chain network.

An exploratory study was conducted involving 16 semi-structured expert interviews with the representatives of logistics service providers and shippers. Following an interpretive phenomenology framework, the prevention phenomenon was explained.

Findings revealed two preventive capability categories in delay prevention: (1) proactive capabilities, referring to the enabling actions planned before departure, and (2) reactive capabilities, referring to actions planned after departure. Findings pinpoint that, in addition to the proactive capabilities, reactive capabilities enabled by innovative problem-solving actions are crucial for adapting to a dynamically changing environment in prevention. Moreover, this study shows that prevention capabilities are characterized by tangible and intangible resources and integration of resources with external links which constitute a delay prevention network within a wider service ecosystem.

This study stands out with its specific focus on delay prevention capabilities and enabling actions from the perspectives of logistics service providers and shippers. The premises of the resource-based view are combined with dynamic capabilities theory, leading to a proposed time-based taxonomy of proactive and reactive capabilities in supply chains, aimed at creating value and strengthening resilience.

The purpose of this paper is to explore different factors influencing young consumers’ approaches to eco-labeled products in an emerging country, Turkey.

Relevant measures were adapted from the previous literature to assess key constructs on environment and eco-label perceptions. First, an exploratory factor analysis was employed for identifying the key dimensions, and then structural equation modeling was conducted for testing the research hypotheses.

The findings reveal that the existence of perceived environmental knowledge has an influence on eco-labeled product purchase tendencies, with environmental concern (EC) having a significant mediating effect.

This study contributes to practice by addressing perceptual factors affecting young consumers in emerging markets such as Turkey. This relationship can be utilized to increase the tendency to purchase eco-labeled products to create EC enhancing programs in education in addition to environmental knowledge leveraging ones. Besides, these findings may also be beneficial in eco-labeled product marketing efforts.

This study provides value for the literature by investigating the perception of young consumers in an emerging market specifically, and adopts a more specific eco-label focus, which it integrates with an environmental perspective.

The purpose of this study is to introduce the concept of social welfare chain and address the challenges in decision making through the development of an optimal planning model for a nongovernmental organization (NGO). The distinctive properties of the social welfare chain and its relationship with the humanitarian relief chain in the context of supply chain management are also discussed. The paper presents a real decision problem and analyzes the managerial impacts of the proposed solution.

The study of social welfare policy and the review of the humanitarian literature has necessitated the introduction of the social welfare chain. Based on its definition, an optimal facility location distribution model that consolidates the non‐integrated style of logistics functions with a cost minimizing approach is developed. The General Algebraic Modeling System (GAMS) is used in order to optimize the coal distribution model of an NGO. Data is obtained from an NGO that aims to help vulnerable people through distributing coal and basic food such as rice and sugar.

Besides laying the foundations of social welfare chain, an analytical tool for decision support systems of the NGOs can be considered as the major finding of the research. Despite the increased number of stages in the proposed network configuration, the optimal solution resulted in significant cost reduction and distribution efficiency due to the availability of temporary distribution center locations at no extra cost. Furthermore, this study brings out the advantages of using intermodal transportation in the distribution process of cost‐sensitive networks.

This paper provides a detailed analysis that contributes to the efficiency and the effectiveness of social welfare chains. Moreover, it represents a cooperation established between university and NGOs.

The planning efforts of nongovernmental organizations targeting at the periodical aids to improve the social welfare level have received little attention in the literature. This paper is the first to propose the concept of “Social Welfare Chain”, at the same time addressing the distribution planning for the NGO.

This study investigates the effects of service modularity on the perceived usefulness (PU) of e-learning programs through the perceived ease of use (PEoU) and service customization.

Structural equation modeling was used to test four hypotheses with survey data from 517 undergraduates in Turkey.

Results show that service modularity affects the PU of e-learning programs through the PEoU. Service customization negatively moderates the effect of service modularity on the PEoU, but positively moderates the effect of the PEoU on the PU of e-learning programs.

This study offers insights that support the decisions of policymakers and higher education institutions on how to design appealing e-learning programs cost-effectively.

This study reveals the determinants of the PU of e-learning, which could support the democratization of access to higher education in emerging countries where barriers to higher education are relatively greater than in developed countries.

The concept of service modularity is explored in the e-learning context from the students' perspective. This study shows that the standardized interfaces across course modules increase the PU of e-learning programs by improving the ease of use. It also shows, interestingly, that service customization, enabled by modularity, is not always appreciated by service consumers, because of the potential extra effort demanded in communicating their unique needs to service providers.