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The purpose of this paper is to analyse whether internet forums are an appropriate source for identification of causes of dissatisfaction of patients with non-medical aspects of healthcare services.

Based on the guidelines of netnography qualitative research the authors identify relevant posts or comments on selected online forums in which web users show their dissatisfaction with healthcare services. Five popular Slovenian forums representing different interest communities have been chosen and 42 forums’ topics have been reviewed.

Online communities have an important role in exploring patient dissatisfaction. Through content analysis comments were coded into meaningful categories and subcategories.

Some comments were more explicit, while others have provided general and looser reasons for dissatisfaction, and in such cases coding and content analysis of comments was more difficult.

Contents expressed within online communities are helpful in designing improvement activities since they enable determination of concrete relevant measures aiming at eliminating and preventing the established causes of discontent, such as instituting new policies, introducing training programs, determining desired changes in culture.

Usefulness of the netnography as a qualitative method of research is confirmed through confirmation that causes of dissatisfaction of Slovenian patients, which have been identified in the authors research are similar to those identified in previous research in the field of patient satisfaction conducted in Slovenia. Results constitute a new form of researching patient dissatisfaction and expose the specific causes of patient dissatisfaction with healthcare services in Slovenia.

The purpose of this paper is to theoretically and empirically explore tourist experiences with the niche-like, yet global phenomenon of escape room attractions.

An exploratory empirical study of visitors’ experiences with selected top-rated escape rooms in the USA and Europe was carried out by means of netnographic research and automated content analysis.

The results show that this attraction provides new, peak, unique and fun experiences through the challenging activities and social component of the game play. The findings provide an insight into both the authenticity of experiences with novel attractions and the group aspects of fun and flow concepts.

The findings are restricted to online reviews on the TripAdvisor website and are possibly biased because of the use of a non-random sample.

Theoretical implications are discussed and explicated as future research questions. They are relevant for the conceptual development, research and management of playful experiences within urban and special interest tourism. Societal implications are also addressed.

This paper is a preliminary in-depth examination of the escape room phenomenon from the customer experience standpoint. It is of relevance for the conceptualisation and improvement of tourist experiences with new and fun attractions.

This paper theoretically and empirically aims to explore customer group flow experiences with an urban adventure game called “escape rooms”.

A comprehensive model of group flow antecedents and consequences is proposed and empirically verified by means of survey research and SEM methodology.

The results indicate that key determinants of group flow experiences are the collective challenge/skills balance, and theming and storytelling. Group flow, in turn, significantly affects participants’ revisit intentions and word-of-mouth communications, as well as group cohesion and subjective quality of life.

The supported research model provides an insight into how group flow experiences can be facilitated by means of gamification and yields important managerial implications. These are systematically discussed in regard to antecedent and consequence constructs.

This paper is one of the first papers to systematically examine the antecedents and consequences of group flow experiences at adventure game-based attractions. It contributes to the understanding and management of peak experiences in contemporary hospitality and tourism.

This paper aims to inform the promotion of sustainable modes of transport. For this purpose, it deploys a means-ends framework as a type of second-order cybernetics and uses it to explore cognitive transport mode choice structures.

The empirical study relies on a purposive sample and a qualitative research methodology known as laddering. It is aimed at the identification and comparative analysis of the cognitive means-ends structures of transport users.

The results reveal more positive and complex associations for the car than for public transport. Two main positive means-ends structures are identified for public transport, one related with the relaxation and the other with doing useful things while travelling. Dominant positive structures for the car are related with self-confidence, satisfaction and personal freedom. Negative means-ends structures in addition reveal important justifications and rationalizations for car use.

Based on the identified distinct means-ends elements and structures, this study holds important implications for developing a communications strategy and policy interventions seeking to promote public transport.

Means-ends theory is proposed as an integrative cybernetic framework for the study of stakeholders’ (customers’) mental models. The empirical study is the first to concurrently and comparatively examine positive and negative means-ends chains for the car and for the public transport modes.

This paper aims to encourage thinking beyond the limits of obsolete and superficial “warfare marketing” by exploring potentially useful lessons from modern military intelligence and strategy for marketing intelligence and planning.

Key contemporary trends and approaches to strategy are identified in the literature, and used as the basis for discussion of the possibility of productive knowledge transfer between the two fields.

Comparisons of the conventional (linear, rationalistic, analytical) planning approach with unconventional modern approaches (flexible, technological, voluntary and context‐based) suggest some advanced implications for the planning of marketing strategy.

The rethinking of some underlying strategic assumptions is suggested, and the implications discussed within each of the four areas of a proposed framework: marketing doctrine and structures, intelligence and effectiveness, soft resources, and the process of strategic planning.

Presents a more balanced and up to date view of the parallels between strategy and planning in the modern military context and in contemporary marketing practice, with particular respect to the complementary roles of intelligence/technology and human/societal aspects.

The purpose of this paper is to evaluate the market orientation of Slovenian banks in order to identify critical areas as well as potential barriers to market orientation. In addition, it is expected that use of an adapted methodological approach will improve relevance of managerial implications.

A modified questionnaire for assessment of market orientation in the banking context is introduced, including a market culture dimension and focusing on manifest organizational activities. Market orientation was assessed on samples of Slovenian and European banks, comparing the gaps between the two, using a benchmarking principle.

The results confirm the expected lack of market orientation in Slovenian banks. The lag of Slovenian banks is significant for dimensions of marketing intelligence generation and intelligence dissemination, while it is insignificant on responsiveness and marketing culture dimensions. The results also show that Slovenian banks are weaker at formal than at informal (i.e. cultural) elements of market orientation.

The paper explores the question of adapting a market orientation survey methodology to the specific context of banks in transitional markets. The small sample, however, restricts statistical examination of the validity, reliability and factorial structure of the measurement instrument.

Strategic and tactical activities in Slovenian banks are pointed out which require improvement efforts in order to become more strongly market‐oriented.

The paper fulfils an established need for comparative evaluation of the market orientation for banks in transitional markets. Methodologically, it builds on an expanded conceptualization of the construct and adapted measurement instrument that is focused on specific activities rather than on general managerial philosophy.

The purpose of the research is to conceptualize a model of tourist satisfaction at the destination level which can serve as a background for designing a universal, parsimonious, short and easily applicable measurement instrument.

The conceptual model was developed on the basis of existing theoretical and empirical research in the fields of marketing and tourism.

The model includes eight latent constructs, with tourist satisfaction being the central one. The analysis of the antecedents (quality, image, value, and costs and risks) of customer satisfaction provides insights into the processes underlying the creation of satisfaction, while the outcome constructs (complaint behavior and loyalty) indicate the consequences of (dis)satisfaction.

Designing a parsimonious and easily applicable measurement instrument imposes some limitations with respect to the number of constructs and measured variables included. The inclusion of additional constructs/variables should provide a more comprehensive insight into customer satisfaction and a more solid basis for strategic decision‐making but at the same time it is likely to reduce the model's transparency and universality.

The results of a continuous customer satisfaction monitoring should serve as an input for a trend analysis and strategic discussions regarding the development of a tourist destination. The ultimate goals of monitoring satisfaction include identifying strategic objectives at the destination level, preparing tactical and operational plans and ultimately increasing the competitiveness of a given destination.

Achieving customer satisfaction should be one of the most important goals of every DMO and, to our knowledge, a few universal cause‐and‐effect measurement instruments/models have been developed to support this goal. The proposed model provides a basis for the continuous monitoring and improvement of the competitiveness of a given destination.

The novelty of this case is the multidisciplinary focus where the aspects of entrepreneurship, marketing strategy and finance are mixed together. Students are expected to apply their knowledge of Business Model Canvas and Marketing 4.0, as well as learn about the new type of entrepreneurial finance such as crowdfunding. The setting of this case is novel too – the new quest games industry in Russia. Finally, the novelty of this case is its format where the protagonists’ interview is available as a podcast, and thus, the students will need to review only the tables and the appendices.

This decision case was field researched by the authors who interviewed the founders of this start-up and the business incubator (BI) director. No information was disguised in any way. Also, the secondary research on the main trends in the development of the international and Russian quest markets was completed by the authors in the preparation of this case.

Paranoiabox.ru case presents an entrepreneurial and strategic marketing decision situation. In May 2019, in Moscow, Russia, two young residents of the MGIMO University BI, Anastasia and Max, founded the start-up business called Paranoiabox.ru. This project was a quest in a new format with home delivery: a mixture of escape, detective and board game. The player received by post a box containing various objects. Interacting with them, he/she unraveled the plot thread, found clues and gradually approached the final clue. The game with complex copyright puzzles had a built-in hint system and provided mechanisms for interaction online. By July 2019, 30 boxes for their first quest were sold. The subscribers were waiting for a new quest. Despite the first sales, Anastasia and Max had no budget for hiring freelancers or outsourcing. They were faced with an urgent and challenging dilemma: whether to concentrate on the current product sales and spend all the budget on promotion or, alternatively, to launch a series of new quests and focus on the target market with high brand awareness. There was an additional funding dilemma: should they apply for crowdfunding?

This case is a multidisciplinary case with the aspects of entrepreneurship, marketing strategy and finance. This case is intended primarily for a course in entrepreneurship at the undergraduate or graduate level. This case is also ideal to be used as a capstone project in a degree programme for entrepreneurs.

A superconducting material with a composition Y1−xBa2Cu3O7−3/2x − x/2 Bi2O3 (x = 0·1 and 0·2) was synthesised. The influence of Bi2O3 additions on sintering was studied. Preliminary investigations of the Bi‐Sr‐Ca‐Cu‐O system were also made. Thick film pastes, prepared from Y1−xBixBa2Cu3O7 compositions, from the compound YBa2Cu3O7 with 10 w/o addition of Bi2CuO4 and from two compositions in the Bi‐Sr‐Ca‐Cu‐0 system, were fired on Al2O3 and ZrO2 substrates. All thick film materials based on YBa2Cu3O7 compound were superconducting at temperatures above 77 K when fired on ZrO2 substrates, while only a material with the starting composition Y0·8Ba2Cu3O6.7 − 0·1 Bi2O3 reached zero resistivity above 77 K on Al2O3 substrates. Tc (onset) of samples based on the YBa2Cu3O7 compound was around 95 K, and of samples from the Bi‐Sr‐Ca‐Cu‐O system between 95 and 100 K.

A superconducting material with the composition YBa1.8Pb0.2Cu3O7 was synthesised. The influence of PbO addition on the sintering and formation of the superconducting compound YBa2Cu3O7 was investigated. A thick film paste, prepared from prereacted material and an organic vehicle, was fired on Al2O3 and ZrO2 substrates. The resistivity of samples on ZrO2 substrates decreased to zero around 90 K, while samples on Al2O3 substrates did not reach zero resistivity until 77 K, which is probably due to the differences in thermal expansion coefficient between Al2O3 and the superconducting material. Interactions between Pt alloy based thick film conductors and superconducting material were studied.