Abstract
The purpose of this article is to identify the most impactful research on customer churn and to map the conceptual and intellectual structure of its field of study. Data were collected from the WoS database, comprising 338 articles published between 1995 and 2020. Several bibliometric techniques were applied, including analysis of co-words, co-citation, bibliographic coupling, and co-authorship networks. R software and the Bibliometrix/Biblioshiny package were used to perform the analyses. The results identify the most active and influential authors, articles, and journals on the topic. More specifically, through co-citations and bibliographic coupling, it was possible to map the oldest articles (retrospective analysis) and the current research front (prospective analysis). The retrospective analysis, based on co-citations, revealed that the foundations of this research field are constructs such as quality of service, satisfaction, loyalty, and changing behaviors. The prospective analysis, performed through bibliographic coupling, revealed that current research is embedded in predictive analysis, clusters, data mining, and algorithms. The results provide robust guidance for further investigation in this field.

Abstract
Recent economic and public health crises have posed important challenges to family businesses - particularly those in the hospitality sector. While sustaining a business, performance becomes critical; there is insufficient knowledge on the use of entrepreneurial behaviors in mitigating the impact of a crisis by family businesses. To help fill this gap, this study explores the configurations of entrepreneurial behaviors that lead to improved performance in small firms under crisis market conditions - particularly, risk-taking, innovativeness, proactiveness, flexibility, and digitalization. This study employs fuzzy-set qualitative comparative analysis (fsQCA). The sample consists of 117 one- and two-star Polish hotels that are comprised of both family and non-family businesses. The data was collected in November and December 2021. The results confirm the core role of risk-taking, proactiveness, and flexibility in increasing the performance of these small firms. However, performance outcomes depend on the configurations of the firms; differences between family and non-family businesses stood out. In family hotels, risk-taking is accompanied by flexibility as a core factor, and digitalization does not play an important role in achieving higher performance. Overall, these results contribute to the literature on organizational entrepreneurship (especially entrepreneurial orientation) as well as family business crisis management in the tourism sector. These findings offer implications for managers by indicating combinations of entrepreneurial behaviors that can help foster business performance.

Abstract

Abstract
Although the literature on crisis communication is quite vast, business communication related to global crises (e.g., natural disasters) is largely unexplored. This chapter aims to fill this gap and shed light on brand communication strategies during a pandemic. A netnographic study was carried out with the purpose of identifying brand positioning and communication strategies during the COVID-19 pandemic outbreak and of understanding the engagement of brands' followers during that period. The study included four brands of large Brazilian companies and comprised the analysis of brands' feed on Instagram during the first five weeks of the outbreak in Brazil. Findings enable to identify two distinct profiles: unprepared brands and leading brands. The chapter provides valuable clues for both managers and researchers dealing with crisis communication.

Abstract
In today's highly competitive economy, using technology to increase customer satisfaction is vital for companies. Thus, this article analyzes the relationship between order tracking and customer satisfaction, to answer the following research question: How do order tracking systems influence B2B customer satisfaction with transport companies. A qualitative study was carried out consisting of semi-structured interviews with 12 professionals in the field of logistics with experience in tracking systems in different business sectors. The study was conducted in 2021 in Portugal. According to the opinions collected in the interviews, it was possible to understand that time savings and the speed of obtaining information, among other factors, were the benefits most highlighted by customers, which contribute to satisfaction with logistics companies. Thus, it is concluded that it will be advantageous for transport and logistics companies to provide an order tracking system to their B2B customers, to contribute to the satisfaction and loyalty of these customers, as well as to improve logistics processes.

Abstract
Storytelling is gaining popularity due to its expected ability to earn consumers’ attention and generate positive outcomes such as brand awareness, trust, and customer engagement. However, the effects of digital storytelling campaigns on brands are still insufficiently researched, especially among certain segments such as young adults. Therefore, the main aim of this article is to explore young adults’ views on digital storytelling campaigns, focusing on the determinants of interaction, the impacts on consumer behavior, and the outcomes for brands. By adopting a qual-itative approach, eight focus groups were conducted. Participants were 40 Portuguese consumers and social network site users, aged 19 to 37. The study demonstrates that being posted by a friend makes the content more attractive to one’s attention and increase its chances of further interaction (i.e., liking, sharing and commenting). The study also demonstrates that despite the expected positive emotional impacts of digital storytelling campaigns highlighted in the literature, they can also generate mistrust whenever it is not clear for the consumer how the topic chosen for the story relates to the brand and its products. Moreover, these campaigns may also fail to improve brand’s image if the brand is not conveniently featured in the campaign.