In this study, the relationship between service quality, customer satisfaction, and behavioural intention is investigated within a specialised nautical sports centre that offers kitesurfing in Portugal. Using a path analysis model, this study aims to evaluate the effect of the dimensions of service quality on satisfaction and behavioural intention, as well as the effect of satisfaction on the customer’s behavioural intention. According to the results, customer satisfaction is influenced directly by service quality dimensions such as responsiveness, assurance, empathy, and tangibility. This, in turn, positively impacts their behavioural intention to make future purchases. The responsiveness dimension directly affects behavioural intention, while empathy contributes to it indirectly through customer satisfaction. This study addresses a gap in current water sports research by examining the antecedents of customers’ behavioural intention, for the first time, to a nautical sports centre, deriving important managerial implications. Thus, to increase customer satisfaction and increase the likelihood of repeating their experience, it is advised that the sports centre implement clear work procedures, offer training to staff on responsiveness and empathy, and regularly gather feedback from customers to facilitate continuous improvement of their service design.

According to Muchinsky (2000), the activity in which humans are most involved in their lives is work. Thus, there is an increasing trend towards the humanization of work. Consequently, it is imperative to study the best ways to manage human resources in 21st-century organizations. The main objective of this study is to understand the influence that psychosocial risks in the workplace may have on the personal lives of employees in a Higher Education Institution (HEI), through the application of the Portuguese version of COPSOQ II. Both exploratory and confirmatory statistical analyses were conducted on the results to determine if factors related to work could influence aspects of personal life. It was concluded that great importance is given to employment and that factors related to the professional realm can indeed influence dimensions of these employees' personal lives. Among other things, it was observed that, in the case of the analyzed HEI, cognitive demands directly impact job satisfaction, quantitative demands have direct effects on work-family conflict, and job satisfaction directly influences somatic and cognitive stress. On the other hand, it was found that work-family conflict is primarily influenced by quantitative demands, highlighting the importance of a well-balanced distribution of workload among employees and the definition of concrete objectives.

Purpose– The purpose of this paper is to use the kernel method to produce a smoothed receiver operating characteristic (ROC) curve and show how baby gender can influence Clinical Risk Index for Babies (CRIB) scale according to survival risks.Design/methodology/approach– To obtain the ROC curve, conditioned by covariates, two methods may be followed: first, indirect adjustment, in which the covariate is first modeled within groups and then by generating a modified distribution curve; second, direct smoothing in which covariate effects is modeled within the ROC curve itself. To verify if new-born gender and weight affects the classification according to the CRIB scale, the authors use the direct method. The authors sampled 160 Portuguese babies.Findings– The smoothing applied to the ROC curves indicates that the curve's original shape does not change when a bandwidthh=0.1 is used. Furthermore, gender seems to be a significant covariate in predicting baby deaths. A higher value was obtained for the area under curve (AUC) when conditional on female babies.Practical implications– The challenge is to determine whether gender discriminates between dead and surviving babies.Originality/value– The authors constructed empirical ROC curves for CRIB data and empirical ROC curves conditioned on gender. The authors calculate the corresponding AUC and tested the difference between them. The authors also constructed smooth ROC curves for two approaches.