Potential service clients concerned about their prepurchase decision increasingly turn to what are called "third party" websites (e.g., Tripadvisor.com, Zagat.com, Yelp. com, Angieslist.com) for reassurance. User reviews and ratings on services such as hotels, airlines, car rentals, restaurants, plumbers, doctors, or movies help consumers make decisions. These reviews are perceived as unbiased since they are posted by the service provider's past customers, who appear to trust websites, such as Tripadvisor.com, to make their decisions (Verna 2008). These reviews can be used as a proxy for WOM (Dellarocas, Zhang, and Awad 2007), and modeled to improve revenue forecasts (Dellarocas, Zhang, and Awad 2007;Liu 2006). Some researchers, however, have found no effects between ratings and sales (Chen and Xie 2008; Duan, Gu, and Whinston 2008a), although the observed effects could be confounded by a between segment or product category effect (Zhu and Zhang 2010).Despite these contrasted results, some firms have been shown to strategically manipulate online reviews in an effort to influence consumers' purchase decisions (Dellarocas, Awad, and Zhang 2006). A recent user reviews and ratings report from TripAdvisor.com titled "2010 Dirtiest Hotels 478498J TRXXX10.

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When service firms are challenged by their aging brands to become "innovation oriented," they depend in part on key organizational competencies, such as employee competency and market orientation. These competencies are at the core of innovation in a service firm such as a hotel or a restaurant franchise. An innovation-oriented service franchise knows how to listen to its employees and customers; however, choosing which customer or employee to listen to might be paramount to finding radical innovative ideas. Learning from the past, this article investigates sources of innovation in the hospitality industry and tests the lead-user method borrowed from the manufacturing industry to extract innovative service ideas from the market before they materialize as competing market offerings. Using a downtown hotel as an empirical example, this study shows that not only are innovative service ideas present in the marketplace, but also that the best ideas most likely exist within the minds of current and past dissatisfied clients, the latter of which is often referred to as "service defectors."

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Mitochondrial diseases (MDs) are a group of clinically heterogeneous genetic disorders that arise as the result of dysfunctional mitochondria. Only few medical articles deal with neuropsychological or psychiatric aspects of MDs. Aim: The present article aims to provide a systematic review of neuropsychological and psychiatric aspects of MDs. Methods: In order to identify all studies dealing with psychiatric and neuropsychological aspects of MDs in children and adolescents, we performed a search in the medical literature between April 2009 and April 2019 using PubMed, Cochrane, and Web of Science and we defined inclusion and exclusion criteria. Results: We found only seven studies that satisfy the inclusion requirements and criteria. The main psychiatric aspects reported in MDs were depressive and behavioral disorders. With regard to the neuropsychological aspects of MDs, developmental analyses showed an overall deterioration and developmental delay. Interpretation: Children and adolescents with MDs may present psychiatric symptoms and neuropsychological impairment. A more systematic investigation of psychiatric and neuropsychological features of MDs is needed to foster a better understanding of the phenotype of these diseases and their links with the genotype, which may have significant implications for the developmental trajectories of patients.

To create a breakthrough service innovation, firms need to go beyond current customers' needs and tap into the needs of the future market. As marketing theory favours customer-centric approaches, customer-led ideation and co-creation of innovation seem natural candidates for extracting the 'sticky' information nested in some of the most innovative customers' minds. Grounded in the service innovation literature, this paper extracts innovative service ideas from ordinary users (n = 388) in three different service domains and seeks to identify the salient characteristics of the most innovative customers. Past research shows that innovative users are more likely to be service defectors, frequently switching from firm to firm, and motivated by their predisposition to seek variety. Using a structural modelling strategy, variety seeking is tested as a mediating factor between the subjective knowledge level and the presence of high level unmet needs leading to the generation of innovative service ideas. The results show that variety seeking fully mediates the relationship between subjective knowledge and unmet needs. Several interpretations of the role of variety seeking on customers' behaviour are explored within the context of capturing innovative service ideas.

Purpose – Despite the changing conditions worldwide, some global luxury brands have attained strong performance levels, and perhaps it is their globalness that keeps them resilient. Since the global luxury market is comprised of customer segments with relatively homogeneous needs, wants and motivations, achieving a global luxury brand positioning will help mitigate the negative consequences of economic crises, regardless of the market in which a luxury brand operates. The paper aims to discuss these issues. Design/methodology/approach – A survey instrument was administered to a sample of 200 professionals located in a European country where none of the global brands cited in the paper are originating. The country was also selected on the basis of its propensity to have local luxury brands in competition with the global brands in each of the categories tested. The survey was conducted during the peak of economic crisis in Europe. Findings – This study provides evidence that brand globalness may be a major value creating factor, and thus a source of competitive advantage for luxury brands competing in the global marketplace. Another question addressed by this study is should the luxury brand modulate the message projected in the media away from luxury and closer to quality or other stimuli less associated with luxury in order to avoid luxury shame. All these are questions addressed by this imperial study to investigate how the brand globalness influences consumer perceptions in global recessionary times. Originality/value – The proposed research formulates an empirical study of the underlining effects of what is referred to as “glocalization” in the literature on the luxury positioning. This study provides evidence that brand globalness may be a major value creating factor, and thus a source of competitive advantage for a luxury company competing in the global marketplace.