Value dimensions in consumers’ experience: Combining the intra- and inter-variable approaches in the hospitality sector

Within the deep and extensive research on value, two main areas of discussion emerge: multidimensionality (intra-variable approach) and interrelationships with other constructs (inter-variable approach). Independently, the two areas have produced relevant knowledge; however, when studying them jointly, the results are inconsistent. The paper aims first to build four self-oriented value scales for a hospitality experience (efficiency, quality, play, and aesthetics), and second to test them in a SEM model with overall perceived value, customer satisfaction, and customer loyalty, upon a sample of 585 hotel consumers in Sardinia (Italy). The results show both unexpected (for the intra-variable …

ANÁLISIS DE LOS HOTELES DE ALTA CATEGORÍA DE CROACIA DESDE EL ENFOQUE HOTEL-HUÉSPED

RESUMENCroacia viene experimentando un auge turístico notable en los últimos diez años. Es crucial para su futuro desarrollo saber gestionar el sector hotelero de acuerdo con las nuevas exigencias del mercado. Este trabajo pretende analizar los hoteles de alta categoría de Croacia desde un doble enfoque hotel-huésped, centrándose en una nueva estrategia de marketing denominada Comunicación Integrada de Marketing (CIM), los avances en las Tecnologías de Información y Comunicación (TIC) y la lealtad. Los resultados demuestran el elevado grado de implantación de las TIC y de la CIM y el grado moderado de los programas de lealtad en los hoteles analizados. Además, confirman la influencia de las…

Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant

PurposeThe purpose of this paper is to examine the main causes for complaining behaviour intentions expressed in three dimensions: private response, complaining response and complaining to third parties. The objectives are, first to study the direct influence of a set of antecedents and complaining behaviour intentions and second, to analyse the moderator effect of previous restaurant experience on subsequent relations.Design/methodology/approachA quantitative research method was used based on a self‐administered ad‐hoc questionnaire on a sample of 388 individuals who remembered an unsatisfactory experience in a restaurant.FindingsThe results show that the following variables have significa…

ICT for external use in Croatian four- and five-star hotels

The Purpose – The objective of the paper is to examine the implementation of advanced technology and promotional supports in hotel companies and to compare their performance in four- and five-star hotels. More specifically, ICT for external use are analysed, i.e. customer relationship management (CRM), communication with customers, promotional supports, and online order receptions. Design/Methodology/Approach – The empirical research took place in 38 upscale (26 four and 12 five-star) hotels located in Croatia, in the regions of Dalmatia, Istria, and Kvarner, and in the city of Zagreb. The data were collected through a structured questionnaire administered mainly during personal interviews …

Automation of Warehouse Management and Assortment in the Distribution of Durable Goods: An Analysis for the Ceramics and Building Supplies Industry in Spain

The introduction of information and communication technologies can be a source of competitive advantages for the retailer, even if at significant cost. In the present work we try to identify the factors that characterize companies that invest in these technologies to automate warehouse management and, in particular, the relation between the degree of automation and the retail assortment. In order to achieve this aim, we consider a sample of distributors of ceramics and building supplies in Spain. The results suggest that warehouse management automation is related to the depth and breadth of the products carried in the retail assortment.

Role of Marketing and Technological Innovation on Satisfaction and Word of Mouth in Retailing

Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work analyses innovation in retail experiences from two aspects—marketing innovation and technological innovation—to understand the role it exercises in satisfaction and subsequent recommendation. For that purpose, our objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word of mouth through three core constructs: store image, consumer value, and …

Effect of customer heterogeneity on the relationship satisfaction–loyalty

Abstract The need to study the differences among consumers due to their behavioural heterogeneity and the highly competitive consumer markets is recognized. In this paper, we analyse the potential heterogeneous shopping assessment in retail and how that experience may influence on consequent customer loyalty in a different way. The effects of satisfaction on attitudinal and behavioural loyalty and positive word of mouth are estimated by a finite-mixture structural equation model, and unobserved heterogeneity is analysed simultaneously. The results show that there are three latent segments where the strength of causal relationships differs which mean that there is an overestimation of the im…

Are Retailers' Perceptions of Their Innovativeness and Technology Similar to Those of Consumers?

This chapter explores the relationship between retail innovativeness and the level of technological advancement as well as the ICT solutions implemented by store chains of four retail activities – e.g. grocery, textile, electronics, and furniture and decoration. Innovation may become a source of sustainable competitive advantage in the highly competitive environments where retailers have to operate. In this chapter, retailers and consumers' perceptions are compared in order to assess if retailers' expectations of their efforts in innovation and ICT investment match with consumer perceptions about these decisions. Evidence exists of significant differences in consumer perceptions and behavio…

Social causes and consequences of clients’ satisfaction with hotels

Con el objeto de evidenciar la dimensión social del proceso de satisfacción, proponemos un modelo causal donde la satisfacción y el valor son constructos centrales, con dos antecedentes (calidad de servicio y valor social) y dos consecuencias en forma de lealtad (boca-oreja electrónico y boca-oreja global). El modelo es contrastado entre 386 huéspedes de hoteles españoles confirmándose el peso que tienen en el proceso lealtad las variables de carácter social: valor social y boca-oreja. Se presentan importantes implicaciones para la gestión y futuros avances para la investigación académica. ABSTRACT In order to make evidence the social dimension of satisfaction process, we propose a causal m…

Retail brand equity: a model based on its dimensions and effects

International audience; Brand equity has been recognized as a key variable in both the academic and professional literature. This article aims to deepen the nature of the retailer equity construct and identify the variables that contribute to its formation, proposing an integrative model based on their dimensions and effects. From an empirical perspective, a survey is carried out with 300 consumers in three retailer categories, in order to analyze the relationships of the model. Due to the formative nature of two of the constructs, the analysis is developed through the partial least squares technique. From the analysis of the results, the importance of store image, perceived store value, an…

Analyzing heterogeneity on the value, satisfaction, word-of-mouth relationship in retailing

Purpose The literature recognizes the need to study differences in consumer behavior in highly competitive and dynamic markets. In this paper, the authors look at how the heterogeneous evaluation of retailing influences customer satisfaction and loyalty. The purpose of this paper is to analyze unobserved heterogeneity on customer value dimensions perceptions in retail establishments, and their potential effects on positive forms of behavioral outcomes considering customer satisfaction as a mediating variable. Design/methodology/approach On a sample of 820 retail customers, the authors apply a finite mixture structural equation modeling that analyzes unobserved heterogeneity simultaneously.…

Retail IT and customer loyalty: The moderating role of customer age

Information technology (IT) may represent a source of competitive advantage for retailers. Notwithstanding, there is debate in the literature about the way in which IT influences supplier–customer relationships. In addition, the conclusions regarding the influence of consumer age on attitudes towards the retailer's IT solutions have been mixed. This article proposes and tests a model for the influence of the retailer IT on customer loyalty towards the retailer, evaluating the role of consumer age as a moderator of this relationship. Our results provide evidence of the existence of a two-way positive influence of IT solutions on customer loyalty towards the retail store, that is, through att…

Environmental sustainability in hotels: a matter of category?

As in other economic activities, companies in the hospitality industry have proposed several practices and implemented technology solutions to pursue environmental sustainability of their activities and minimise their impact on climate change. Some applications of information and communication technologies (ICT) may contribute to the reduction of the demand of supplies, water and energy by hotels. In the present paper, we aim at exploring the influence of the hotel category on the implementation of environmental-friendly technologies in hotels. Considering a sample of Spanish hotels in the most important cities, we evaluate the relationship between the level of implementation of certain tec…

Efectos del desarrollo sostenible percibido por el consumidor. Una propuesta de modelo de hipermercados en Ecuador

Resumen El objetivo de este trabajo fue analizar la incidencia del desarrollo sostenible sobre la cadena de efectos: valor percibido - capital de marca - lealtad. Para ello, se propone un modelo teórico de relaciones que se contrasta a partir de una muestra de 317 clientes de hiper mercados en Ecuador. Los resultados, aplicando una metodología exploratoria y confirmatoria, combinada con regresión por mínimos cuadrados parciales, mostraron que tanto las acciones de desarrollo sostenible como el valor percibido son pilares maestros sobre los que se puede apoyar la estrategia minorista. Ambas se muestran como variables clave por su naturaleza, en cuanto son multidimensio nales, y por su alcanc…

¿Cómo afecta la innovación en la satisfacción y la lealtad hacia el establecimiento minorista?

Resumen En el presente estudio, se examinó el concepto de innovación en el sector minorista y se definieron sus relaciones con otras variables, como la satisfacción y la lealtad, tradicionalmente vinculadas con el establecimiento minorista. Para lograr los objetivos planteados, se delimitó un modelo teórico sustentado en la literatura, que se contrastó mediante un estudio empírico utilizando un cuestionario estructurado ad hoc aplicado a una muestra de 510 clientes de establecimientos de alimentación. El análisis de los datos se desarrolló mediante la técnica de regresión por mínimos cuadrados parciales. Los resultados permiten proponer un conjunto de recomendaciones para la gestión, fundam…

Emoción y razón: El efecto moderador del género en el comportamiento de compra online

A pesar de la evidencia existente en torno a las diferencias entre mujeres y hombres en los procesos de toma de decisiones, así como en la adopción de la tecnología, la investigación llevada a cabo hasta la fecha no ha sido concluyente. El objetivo de este trabajo es estudiar las intenciones comportamentales de los consumidores según su género en los intercambios comerciales B2C. En este sentido, se propone identificar cómo el valor funcional —representando el raciocinio del consumidor—, el valor simbólico —representando la motivación emocional— y la confianza actúan como antecedentes de la intención de compra en el canal online. A partir de los resultados derivados de una investigación emp…

Efeitos das práticas verdes na lealdade: proposta de um modelo para o segmento hoteleiro colombiano

Resumen El propósito de este estudio fue analizar la incidencia de las prácticas verdes como impulsoras para generar confianza, satisfacción y lealtad en los huéspedes. Para ello, a partir de una muestra de 302 huéspedes de hoteles en Bogotá, Colombia, se estimó un modelo de ecuaciones estructurales a través de la regresión de mínimos cuadrados parciales. Los resultados obtenidos evidencian que las prácticas sostenibles contribuyen al aumento de la confianza y la satisfacción de los huéspedes, y que estas, a su vez, influyen positivamente en su lealtad hacia el hotel. Además, dichos resultados ponen de manifiesto que una comprensión más profunda del perfil de los turistas medioambientalment…

Relational benefits and loyalty in retailing: an inter‐sector comparison

PurposeThe purpose of this paper is to empirically a model that reflects the different types of relational benefits perceived by customers, as well as the benefits obtained by the organization in terms of customer loyalty.Design/methodology/approachIn order to achieve the aim of this paper, a quantitative analysis through a personal survey to consumers for four types of retailing activities is performed. Data are analyzed through factor analysis and a structural equation model is estimated.FindingsConfidence benefits and special treatment benefits have major influence on customer loyalty towards the retailer. These results are consistent across retail activities.Research limitations/implica…

Antecedents and consequences of logistics value: And empirical investigation in the Spanish market

Abstract In business practice and the academic study of logistics, the incorporation of concepts such as quality followed by value has been truly revolutionary. In addition, the use of information and communication technologies (ICT) has substantially modified the way inter-company relationships are managed. This has meant that logistics is no longer considered a routine, merely operational activity but a strategic variable which is a deciding factor in achieving customer satisfaction. There are, however, still a large number of companies which continue to ignore the differentiating potential of logistics and consider it to be a routine activity. Our contribution comes within the framework …

The “Sun and Beach” tourism destination image: An application to the case of Cuba from the Spanish tourist‐origin market

The research steam on tourism destination image, begun in the late 1960s, has been essentially operational in its approach, and only occasionally strategic. Aspects relating to the image of tourism destinations still constitute a relatively unexplored line of research. This paper, first establishes specific conceptual and methodological approaches, to enable us to rigorously study and evaluate the image of what we understand as a tourism destination characterized by “sun and beach”. It then applies this methodological proposition to a number of destinations in the Caribbean, focusing on the case of Cuba from an important tourist‐origin market for this destination, Spain.

Exploring relationships between customer-based brand equity and its drivers and consequences in the hotel context. An impact-asymmetry assessment

The development of customer-based brand equity plays a critical role in tourism. This paper attempts to study which variables contribute to brand equity creation and to examine whether brand loyalty can be considered as a consequence of brand equity in the hotel context. In addition, it seeks to provide a more detailed insights into possible asymmetric effects among customer-based brand equity and its drivers and consequences. Four constructs are found to influence significantly brand equity: two perceptual (image and perceived quality) and two relational variables (trust and affective commitment). Additionally, both behavioural and attitudinal components of loyalty are confirmed as brand e…

The use of ICT in established and emerging tourist destinations: a comparative analysis in hotels

Purpose – Information and communication technologies (ICT) may represent an important source of advantages for service companies. However, the literature suggests that ICT need to be adapted to the demands of the company and its customers. The purpose of this paper is to compare the ICT use in hotels situated in established (i.e. Spain) and emerging (i.e. Croatia) tourist destinations. Design/methodology/approach – Non-hierarchical cluster analysis is performed. Clusters are internally validated by a K-Means cluster analysis and a discriminant analysis. Analysis of variance is applied and contingency tables between cluster membership and hotel characteristics are created. Findings – The res…

Emotional and Altruistic Values as Drivers for a Loyalty-Based Segmentation in Retailing: An Approach to Postrecession Spanish Apparel Consumers

ABSTRACTResearch on consumer behavior has supported the usefulness of the experiential approach to explain shopping and consumption in the context of retailing. The present article aims at assessing the soundness of an extended experiential value concept for segmenting apparel retail customers in terms of their loyalty toward the store. A CHAID algorithm based on a sample of postrecession Spanish apparel retail customers has identified three segments of customers with differentiated levels of loyalty toward the store: play (emotional value) and ethics (altruistic value) are the most relevant variables for defining these segments.

Integrated marketing communications and information and communication technology in the hotel sector: An analysis of their use and development in Dalmatian first-class and luxury hotels

The concept of integrated marketing communications (IMC) has been recognized as a key factor in the marketing literature. Boosted by advancements in information and communication technology (ICT), IMC has received considerable attention during the past decade. The purpose of this research is to study in greater detail the IMC and ICT concepts in the tourism sector, specifically in hotels. The empirical study was conducted in 17 high-class hotels in Dalmatia, the largest region on the coast of Croatia. Descriptive statistics analysis showed a high degree of IMC and ICT implementation in Dalmatian first-class and luxury hotels. Moreover, the ICT application increased with the hotel category, …

ICT, IMC, and Brand Equity in High-Quality Hotels of Dalmatia: An Analysis From Guest Perceptions

The concept of integrated marketing communications (IMC) has received considerable attention in the marketing literature over the past decade. Boosted by advancements in information and communication technology (ICT), IMC is starting to be considered as an element that contributes to creation of brand equity. This research studies, in greater detail, the IMC, ICT, and brand-equity concepts in the hotel sector, while adopting a consumer-centric approach. In particular, it intends to describe the relationships that exist between these variables through the causal model of investigation. A total of 101 guests were interviewed in 13 hotels in Dalmatia, the largest region on the coast of Croatia…

Effects of value and innovation on brand equity in retailing

This paper analyses retailer brand equity on the basis of two variables that are particularly relevant in marketing: the perception of value, because of its renewed interest for retailing, and retail innovativeness, because it is a recent line of research with interesting challenges. Considering Holbrook's (Consumer value: a framework for analysis and research. London: Routledge, 1999) value dimensions of efficiency, excellence, entertainment and aesthetics, this study investigates the relationship between those values and brand equity as well as the moderator effect of innovation. The study was conducted on a sample of 820 individuals who purchased from various stores selling food, househo…

The value of volunteering in special events: A longitudinal study

Abstract Volunteering has important insights for tourism, especially in the context of special events. In this paper, volunteering is studied in a religious event from a consumer value-based approach. A longitudinal study is conducted on 711 volunteers, three months before and one month after the event. The value-based approach is reliable and valid over time. The results of the value dimensions (spirituality as altruism, social value, play, efficiency, and effort spent) suggest volunteering is a highly emotional experience, although functional aspects showed higher expectations than perceptions. Value conceptualisation as a trade-off is consistent with the approach to volunteering as a “gi…

Managing relationships between tourism companies and their suppliers: An approach beyond classical variables

This paper addresses the study of the antecedents and consequences of satisfaction of a company with its main supplier from different variables highlighted in the literature. Specifically, the objective is to analyse the effect of trust, commitment and switching costs on satisfaction, as well as the effect of this satisfaction on co-creation of value, continuity of the relationship and Information and Communication Technology coordination. To achieve this goal, a structural equation model was estimated with a sample of 256 tourist agencies. The results confirm the proposed relationships to explain the satisfaction process. The trust of the tourism company with its main supplier is the main …

The impact of IT applications on customer satisfaction: some new perspectives in the supplier-retailer relationships

The widely-reported advantages of information technologies (IT) in business processes have driven companies to devote important financial resources to IT solutions. However, academics suggest that investment in IT should be carefully assessed and restricted to what is strictly necessary. In this line, this paper aims at analysing the relationship between the customer perception about the IT intensity of use by its main provider and customer satisfaction with the provider's IT solutions as well as the existence of differences across activity sectors. For a sample of retailers of four different industries – i.e., grocery, apparel, electronics and furniture – results support the existence of s…

How to increase company loyalty: using relational variables and sustainable practices to segment the maritime transport sector

Intense competition in goods transportation has highlighted theimportance of understanding customers’interests in order to designsuccessful relationship strategies. This study proposes, through asegmentation approach, to identify customer groups based on theirperceptions of sustainable practices and relational variables abouttheir main transport supplier. From a sample of 122 companies, amultiple correspondence analysis was carried out. The results showthat there are three groups of customer companies, which corres-pond to a high, low, and medium relational and sustainabilityapproach. The identified segments are also significantly different interms of time of operation in the maritime secto…

Facilitators and Inhibitors of Technologies to Tackle Climate Change: Opinions of Government and Private Actors

The purpose of this paper is to analyse the facilitators and inhibitors of investing in environmentally friendly technologies from the Spanish hotel perspective as well as to describe the governance initiatives pertaining to this issue. A description of the actions implemented by different Spanish governance institutions is given. Additionally, a survey is conducted to compile information provided by hotel managers on facilitators and inhibitors regarding investments in environmentally friendly information and communication technology (ICT). The results are compared across hotel categories. National governance bodies focus on providing tourist companies with preferential credits, assuming t…

Do innovation and sustainability influence customer satisfaction in retail? A question of gender

As a consequence of advances in the digitisation process and increased consumer awareness of social, economic and environmental issues, more and more companies are embarking on innovative and sustainable initiatives in response to these new demands. However, given the nature and scope of these practices, research in this direction has not reported clarifying results to date, especially when pursuing a marketing approach to their analysis. Through this research, it is intended to test a model that makes it possible to analyse the effect of innovative and sustainable actions on retail and explain their contribution to customer satisfaction. To do this, this research is based on those studies …

Social media communications and festival brand equity: Millennials vs Centennials

Abstract The proliferation of live music festivals in Spain has involved for festival managers the need to differentiate their events, creating brand equity through marketing communications, especially in social media. Given the variability in the ages of festival attendees, the present paper aims at analyzing the moderating role of the generational cohort in the influence of social media communications on brand equity creation and its correlates. A personal survey has been conducted for a sample of 622 attendees of the main live music festival in Spain. Respondents have been asked about their perceptions of festival social media communications, the core variables of brand equity, overall b…

The quality‐value‐satisfaction‐loyalty chain: relationships and impacts

PurposeThe purpose of this paper is to explore the classical topics of services literature in a tourism experience with a means‐end‐model on the quality‐value‐satisfaction‐loyalty chain. Within this wide stream of research, this work has a particular interest on value antecedents and on the sense of the link between value and satisfaction.Design/methodology/approachAn overall tourism experience with positive and negative antecedents (benefits and sacrifices experienced) and classical evaluations (perceived value, satisfaction and loyalty as behavioral intention) is analyzed through two competing structural models measured with partial least squares on a sample of 274 students traveling in g…

Motivations, engagement and adoption of e-WOM in restaurants.

Resumen El objetivo del presente trabajo fue estudiar el efecto que tienen las motivaciones para consultar y escribir e-WOM sobre el compromiso con el e-WOM y la influencia de dicho compromiso en la adopción del e-WOM consultado. Para analizar estas relaciones, se realizó una investigación empírica aplicada en el contexto de los restaurantes. El ámbito geográfico fue Ecuador, con una muestra de 461 consumidores. Se utilizó un modelo de ecuaciones estructurales y se validó la cadena de relaciones. Los resultados confirmaron las relaciones entre estas variables; además, se presentaron implicaciones académicas interesantes para profundizar en el estudio sobre el compromiso con el e-WOM, así co…

Logistic service quality and technology: a comparison between supplier–retailer and retailer–consumer relationships

Physical distribution quality can be considered as a differentiation factor and, in this way, as a source of competitive advantage. Nevertheless, there is neither consensus about its dimensions, or on how it might be influenced by technological solutions. The present paper aims at identifying the main antecedents of logistic service quality, examining the influence of technology on logistic service quality and analysing its effects on firm results in terms of customer satisfaction and loyalty in different levels of the marketing channel. The proposed structural equations model is tested empirically in two different samples: 400 consumers and 304 distributors. For both samples, technology as…

Measuring destination image an approach by an attribute‐based analysis

Product image formation process is a valuable insight for correct understanding of consumer behaviour. When product is a tourism destination, image formation is even more important due to the inability of pretest the tourist product. This framework gives place to the present research on tourism destination image. The paper starts with a litterature review on the meaning and measurement of destination image divided into two main approaches: the conceptual and the methodological. Secondly, the results of an empirical investigation are reported: it deals with the assessment of attribute‐based destination image of sun and beach resorts on the Spanish Mediterranean coast. The aim and contributio…

Satisfaction and loyalty in B2B relationships in the freight forwarding industry: adding perceived value and service quality into equation

This paper focuses on analysing the determinants of satisfaction (service quality, perceived value), as well as its possible influence on customer loyalty of freight forwarders to freight transport service providers (by road/maritime/air) in Spain. To this end, we propose a causal model tested using information from 205 freight forwarders collected through personal interviews. The model was estimated using the Partial Least Squares (PLS) approach. Moreover, the existence of differences in the perceptions on the analysed variables between transport modes is tested through ANOVA. Results show that service quality has an influence on customer satisfaction, both directly, as well as through per…

Axes of relationship value between manufacturers and retailers

Purpose The purpose of this paper is to define the relationship strategy of manufacturers with their retail customers through the identification of axes for the creation of relationship value. Design/methodology/approach A survey was carried out and 219 valid questionnaires were completed and returned by the purchasing managers of retail companies in the furniture sector. The model was estimated using the partial least squares approach. Findings The results revealed three axes of value creation: the core axis, the information and communication technologies (ICTs) axis, and the access axis. These axes included the benefits and costs related to the product and the service provided, the ICTs …

Ethically minded consumer behavior, retailers’ commitment to sustainable development, and store equity in hypermarkets

The present paper analyzed the influence of ethically minded consumer behavior on retailer&rsquo

Latent segmentation in business-to-business based on information and communication technology and relationship variables

Our work is focused on the segmentation analysis in the Spanish tourist industry. Using a sample of travel agencies who evaluated the relationship with their main supplier (relationship value, relationship benefits and perceived information and communication technologies (ICTs) use), we attempt to examine the utility of these variables as specific and subjective segmentation criteria for identifying heterogeneous groups. The estimation of a finite mixture model suggests that these bases are able to discriminate firms into six latent classes with different levels of ICT use and relationship variables. The novelty in this work lies in the application of latent segmentation methodology and th…

Sustainability, Store Equity, and Satisfaction: The Moderating Effect of Gender in Retailing

Currently, sustainability emerges as a key element on which the development of competitive advantages for businesses is based. In the dynamic and turbulent environment in which retail companies operate, sustainable practices are posited as an opportunity for their progress and survival. Through this article, it is intended to advance the nature and dimensions of this construct and examine its influence on store equity and consumer satisfaction. Furthermore, this work analyses the moderating effect of gender on these variables and the mediating nature of brand equity in the development of consumer satisfaction. All this is developed through a quantitative study carried out on a sample of 510…

Effects of Retail Innovation and Image on “Value-Satisfaction-Loyalty” Chain

There has been a particular focus on research into the links between value, satisfaction, and loyalty in services in recent years. In this context, we have selected image as a key strategic retailing tool and retail innovation because it is a new line of investigation with interesting challenges. This work deals with the study of these two antecedents in the “value→satisfaction→loyalty” chain. We approach the individual perspective considering the self-oriented values of Holbrook (Consumer value. A framework for analysis and research. Routledge, London, 1999) as an appropriate typology for research into retailing experiences. Therefore we aim to analyze the effect of image and innovation on…

Information and communication technologies in rural hotels

There is a consensus about the beneficial effects of the applications of information and communication technologies (ICT) in several business contexts. Rural tourism companies have embraced these technological advances that have made a positive contribution to their quick expansion in recent years. Nevertheless, some technologies have received scarce attention from rural accommodation managers. The aim of this paper is to generate a conceptual framework on ICT development in the tourism market and, in particular, in rural accommodations. Thus, we aim at providing an overview of the main technological developments applied in this sector, analysing the level of ICT implementation in Spanish r…

The role of information technology in relationships between travel agencies and their suppliers

PurposeIn the context of relationship marketing, it is highly important for providers to identify the main buyer relational benefits influencing satisfaction and loyalty so that a continuous and satisfactory business relationship is guaranteed. Since it has been reported that information technology (IT) might constitute a source of satisfaction or dissatisfaction, this paper aims to test the moderating role of IT in the relationships between perceived benefits, satisfaction and loyalty in a business‐to‐business (B2B) setting.Design/methodology/approachA structural equations model was empirically tested. Additionally, the moderating role of IT in the relationships between perceived relationa…

Value antecedents in relationship between tourism companies

Purpose – In the context of relationship marketing, identifying the elements that contribute to creating value for companies has become essential for managing customer satisfaction and retention. The literature has focused on business-to-end consumer relationships and there are few contributions in the business-to-business context, especially in the tourism industry. The aim of this study is to analyze the process of relationship value creation between tourism companies from the more relevant antecedents proposed in the literature: relationship benefits, long-term orientation and attitude towards the main provider. Design/methodology/approach – A survey was conducted with 309 travel agency…

Exploring Integrated Marketing Communications, Brand Awareness, and Brand Image in Hospitality Marketing: A Cross-Cultural Approach

Purpose – The purpose of this paper is to assess customer perceptions of integration of marketing communications, brand awareness, and brand image in hospitality. Moreover, cross-cultural differences are considered when evaluating all the concepts, since national culture can have a considerable impact on customer behavior. Design/Methodology/Approach – After a literature review of the examined concepts, the results of an empirical study are presented and discussed. The empirical investigation was carried out by approaching 475 guests of upscale Croatian hotels. The SPSS software was employed for data analysis. Findings and implications – The results indicate that hotel guests assessed integ…

The Role of Retail Equity, Value and Relational Benefits in Building B2B Relationships in Retailing

The present paper aims to examine if variables widely studied in B2C contribute to building strong relationships in B2B markets. Moreover, it analyzes the existence of differences across retailers ...

Information and communication technology in retailing: A cross-industry comparison

Abstract Information technology (IT) may represent a source of competitive advantage for businesses in general and for retailers in particular. However, there is debate in the literature over the usefulness of investing in technology. This paper aims at analyzing the relationship between consumers’ perception on the use of information and communication technology by the retailer and consumer satisfaction with retailer technologies. Results support the need to restrict the investment in IT to what is strictly necessary, although there are significant differences according to retailer activity.

Perceived value, customer attitude and loyalty in retailing

Customer perceived value has a subjective nature, since it means an evaluative judgment. In the literature, it has been noted that the value received by the consumer has a number of components that together determine its significance. The literature has also highlighted the existence of a relationship between perceived value and customer attitude, considering this variable an important determinant of customer loyalty. This paper tries to analyse the influence of the major components of perceived value on customer attitude and loyalty in several retail activities.

How can integrated marketing communications and advanced technology influence the creation of customer-based brand equity? Evidence from the hospitality industry

Abstract As the most recent approach of communication management, the integrated marketing communication (IMC) programmes, enhanced by the advancements in information and communication technology (ICT), are considered an important contribution to the brand equity building. However, hardly any research has been done on the role of this new communication practice in the hospitality industry. Moreover, previous studies have mainly focused on managers’ opinions, overlooking customers’ perceptions of both marketing communications and advanced technology. Therefore, the objective of this paper is to examine, from the customer perspective, the impact of integrated marketing communications on hotel…

Loyalty in High-Quality Hotels of Croatia: From Marketing Initiatives to Customer Brand Loyalty Creation

In order to increase brand loyalty and build permanent relationships with their customers, hotel companies are embracing new marketing and communication initiatives, such as integrated marketing communications (IMC) and loyalty programs, both supported by advancements in information and communication technology (ICT). The purpose of this research is to study in greater detail loyalty, IMC, and ICT concepts in high-quality hotels of Croatia from the points of view of the hotel and the guest. The findings show a high degree of IMC and ICT adoption and a moderate degree of development of loyalty programs in hotels. Moreover, they confirm a positive influence of ICT on IMC implementation as wel…

The Moderating Effect of Store Format on the Relationships Between ICT, Innovation and Sustainability in Retailing

Innovation and sustainability are postulated as key variables for the future of large commercial distribution. In addition, the development of Information and Communication Technologies (ICT) solutions, and especially those related to Artificial Intelligence (i.e., Just Walk Out, Intelligent Retail Lab) and digitization, are particularly relevant factors in the current pandemic scenario in which retail companies operate. These tools are essential to face the derived changes in commercial relations, especially between companies and consumers. For all these reasons, this work aims to examine the effect of ICT, as a driving factor for innovation and its direct and indirect impact on sustainabi…

Strengthening Relational Ties and Building Loyalty Through Relational Innovation and Technology: Evidence from Spanish Hotel Guests

Smart tourism relies on the ability to collect enormous amounts of data and intelligently store, process, combine, analyse and use big data to inform business innovation, operations and services. Companies are becoming aware of the potential of analytics and big data and the need to invest in technology to remain competitive. Most of the research on big data, technology and innovation in tourism focuses on the firm’s perspective, paying scanty attention to customers’ perceptions. The present chapter aims to analyse the impact of hotel relational innovation and technology on brand equity and hotel-guest relational ties and customer loyalty. This objective has been pursued in quantitative res…

Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour

Abstract Both marketing practitioners and academic researchers have traditionally recognised the major influence that perceived value has on consumer behaviour. Tourism and hospitality research have recently shown an interest in value; especially, when investigated with quality and/or satisfaction. The present study has two primary objectives. First, to investigate the dimensionality of consumer value in a travel-related context (students’ travel behaviour), adopting Holbrook's typology, and combining it with negative inputs of value. Second, to explore the relations between consumer perceptual constructs such as perceived value, satisfaction and loyalty. This dual objective is undertaken b…

Customer segmentation based on commitment and ICT use

PurposeThe purpose of this paper is to determine and characterize groups of retail customers, based on their perception of commitment to the retailer and the degree of use of its technological equipment.Design/methodology/approachA CHAID algorithm is performed and differences between the resulting segments are tested through the analysis of variance.FindingsFour segments are obtained that differ significantly in commitment to the retailer and level of use of the store's information and communication technology (ICT) facilities, as well as in other variables related to the retailer‐consumer relationship. In particular, customer segments differ in their use of retailers' payment facilities.Pr…

Relationships among customer orientation, service orientation and job satisfaction in financial services

PurposeThe present study attempts to contribute to the knowledge of how customer orientation (CO), service orientation (SO) and job satisfaction (JS) are defined and relate to each other. It explores the relationships between CO and JS by analysing a company providing intermediation services to the banking sector, in its external finance division.Design/methodology/approachAfter the literature review, the method of empirical analysis consisting in quantitative intervention with an ad hoc survey using a structured questionnaire was developed. Regression analysis with mediation is used to contrast the hypotheses on the links between the constructs analysed.FindingsBoth reliability and factori…

The value of value: Further excursions on the meaning and role of customer value

Grounded on fundamental marketing principles, the concept of customer value has been revisited and refined by academicians and practitioners for the last 30 years. However, research devoted to achieving a consistent theoretical and conceptual development of valuerelated concepts has proceeded apace without ever reaching full closure. The present essay seeks reasons behind remaining deficiencies in value-related research and offers a review intended to move our understanding of customer value toward what promises to become a more enlightened future. The topic of value is approached by theoretical analysis and conceptual development. First, ‘‘the challenge’’ of value research is presented: th…

Information technology and logistics quality: a basis for companies' segmentation

The use of information technology (IT) is substantially modifying business areas in companies, and logistics is no exception. Moreover, the incorporation of concepts like 'Quality' has been truly revolutionary. This paper focuses on the study of these variables and aims to investigate their ability to group companies. To attain this goal we have carried out an empirical research in the Spanish market. The study carried out shows that companies can be grouped according to the level of introduction and use of IT and their perceptions on the level of service quality provided by the supplier.

A multiblock PLS-based algorithm applied to a causal model in marketing

Value, supplier dependence and long‐term orientation

PurposeIn organizational markets, many companies tend to reduce the number of providers to focus on establishing relationships with few of them. The purpose of this paper is to analyze the influence of relationship value and dependence of supplier on long‐term orientation and customer loyalty in the setting of relationships between travel agencies and their main providers.Design/methodology/approachA partial least square regression is performed to test a proposed model that links several relational variables with outcomes in terms of customer loyalty.FindingsResults provide support for the positive indirect influence of relationship value on long‐term orientation, while customer dependence …

Como as práticas ecológicas e o desperdício de alimentos influenciam o capital de marca do restaurante?

Resumen El presente trabajo tuvo por objetivo evaluar la incidencia de las prácticas verdes, la innovación sostenible y el manejo del desperdicio alimentario en la construcción del capital de marca de los restaurantes. A partir de una investigación cuantitativa dirigida a responsables de restaurantes en Ecuador, se obtuvieron 120 cuestionarios válidos que permitieron estimar un modelo de ecuaciones estructurales a través de la regresión de mínimos cuadrados parciales. Los resultados obtenidos evidencian que las prácticas verdes orientadas a la formación del empleado y la innovación sostenible contribuyen significativamente a la reducción del desperdicio alimentario, que, a su vez, junto a l…

Latest technology and communication consistency in hospitality: a comparison between two Mediterranean countries

AbstractThe goal of this research is to examine customers′ perceptions of the latest technology solutions and marketing communications within the hotel context in two Mediterranean countries – Croatia and Italy. In particular, hotel guests of four- and five-star hotels located in these countries participated in the research. Firstly, guest perceptions of advanced Information and Communication Technology (ICT) and communication consistency are analysed and compared in Croatian and Italian hotels. Secondly, the impact of ICT on communication consistency is tested in both studies. The findings show that the level of customer perceptions of communication consistency is relatively high in both c…

Relational Benefits, Value, and Satisfaction in the Relationships Between Service Companies

In the context of relationship marketing, it is of great importance for a company to identify elements that contribute most to value creation and thus to customer satisfaction. Among the value antecedents are relational benefits. Although relational benefits have been widely studied in the field of tourism business-to-consumer relationships, they have so far received little attention in the context of relationships between companies. Therefore, this article aims to analyze empirically a model that reflects the influence of different types of relational benefits received by the customer on relationship value and the impact thereof on customer satisfaction in the context of relationships betw…

Exploring relationship variables and Information and Communication Technologies use in industrial segmentation

Purpose In tourism, the adoption of Information and Communication Technologies (hereinafter ICT) and variables concerning firms’ links with suppliers have been recognized as key determinants to improve companies’ competitiveness. From the perspective of efficient management of company resources, segmentation has become a key tool and is particularly significant and current in the business-to-business context. The purpose of this paper is to study the segmentation of firms in the tourist industry according to perceived ICT use and relationship value and benefits. In addition, from the management approach, the authors seek to describe the segments that enable the development of differentiate…

La calidad y el valor percibido en el transporte de mercancías en España y su importancia en la segmentación de clientes

En el estudio académico de las actividades logísticas y específicamente del transporte de mercancías, se ha señalado la influencia de la calidad del servicio en la generación y percepción de valor, así como la importancia de estos dos constructos en el proceso de evaluación del servicio en este entorno particular. En este trabajo se pretende identificar y caracterizar segmentos de empresas que prestan servicios de gestión del transporte internacional de mercancías (transitarias), con base en el valor que perciben del servicio recibido de sus principales proveedores de transporte de mercancías. A través de la realización de un análisis factorial exploratorio sobre una muestra de 205 empresas…

Social Innovation for Sustainability and the Common Good in Ecosystems of the Fourth Sector: The Case of Distribution Through Alternative Food Networks in Valencia (Spain)

There is increasing attention regarding the contribution of alternative food networks (AFN) for creating more sustainable communities. AFN are initiatives, which try to relocalize and democratize food systems, promoting local and organic agriculture, and reducing the distance between producers and consumers. They take different forms from cooperatives and farmers’ markets to on-line platforms, veg boxes and social enterprises. They propose socially innovative schemes and models for food distribution, which combine an orientation towards public and common good with economic self-sufficiency. In this sense, these initiatives frequently take the form of fourth sector or hybrid organizations.

Customer-based brand equity building

The marketing literature suggested that customers are adding incremental value to a product by its brand, conceptualizing this phenomenon in terms of brand equity. This article is a contribution to this area of study as it provides a new understanding of the process of brand equity building, when approached from the customer point of view. The empirical research is centred on the hospitality industry, more specifically, upscale (i.e. four- and five-star) hotels in Croatia. The data were collected from 475 guests in 24 upscale hotels. The results reveal that image and loyalty exert a direct impact on the overall brand equity, while the influence of trust and affective commitment is mediated…

WWF Spain: Illustrating Factors at Play, Impacts, and Tensions in Cause-Related Marketing for Global Sustainability

The new Agenda 2030 for global sustainability has put at the center the role of partnerships between different stakeholders, thus generating new interest (and concerns) regarding partnerships between environmental organizations and firms. In this context, the debate on the role of cause-related marketing (CRM) becomes particularly relevant.

Logistics service quality: a new way to loyalty

PurposeNow‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service delivery context, with the purpose of considering the role of information and communication technologies (ICT) in this chain of effects.Design/methodology/approachAfter reviewing the different approaches given by the literature, SEM analysis is used to contrast the hypotheses for the analyzed constructs in the presence of high/low ICT level. A questionnaire based on personal survey was conducted among manufacture…

Efectos de la comunicación integrada de marketing sobre el valor de marca: el rol de la cocreación de valor y el conocimiento ecológico del huésped

Objetivo. Examinar la influencia de la comunicación integrada de marketing para la sostenibilidad en la cocreación de valor y en el valor de marca de hotel a la luz del papel mediador que esta pudiera desempeñar. Además se observó cómo el conocimiento ecológico del huésped puede actuar intensificando o no dichos efectos. Metodología. El estudio empírico se realizó entre 303 huéspedes de hoteles ubicados en Ucrania, en 2018.Resultados. Los resultados revelan que la comunicación integrada de marketing tiene una influencia significativa en la cocreación de valor y en valor de marca de hotel, afirmándose el rol mediador parcial de la cocreación en dicha relación. Conclusiones. Se evidencia que …

Can advanced technology affect customer-based brand equity in service firms? An empirical study in upscale hotels

Purpose– The purpose of this paper is to empirically test the impact of perceived information and communication technology (ICT) on creation of brand equity within service firms, more specifically upscale hotels. The relationships between ICT and three brand equity dimensions, i.e. brand image, perceived quality, and brand loyalty are examined.Design/methodology/approach– The empirical research was conducted in 20 upscale hotels in Rome-Italy, collecting data from 335 guests.Findings– Advanced ICT directly influences perceived quality and image, while the impact of ICT on loyalty is mediated by perceived quality. Additionally, positive and significant relationships are found between the thr…

The role of ICT, eWOM and guest characteristics in loyalty

Purpose This study aims to examine how technologies contribute to consumer loyalty in the tourist industry. To achieve this objective, information and communication technology (ICT) development and electronic word-of-mouth (eWOM) are analysed to explore their direct and indirect effects on satisfaction and loyalty dimensions. The moderating role of customer characteristics (personal and experience-related variables) is also considered to study the complex relationship between satisfaction and loyalty. Design/methodology/approach A quantitative study based on a questionnaire structured was developed. The survey was conducted with 386 guests from Spanish hotels. SEM methodology is applied to…

Segmenting customers according to online word-of-mouth about hotels

There is a renewed interest in the study of online word-of-mouth behavior due to the increasing use of the Internet and the development of social networks. This paper focuses on the receiver perspective to analyze the unequal influence of the antecedents of online consumer searches. The main purpose is to detect the heterogeneity of the effect of different motivations (convenience, risks reduction and social reassurance) and the volume of comments on the willingness to check online reviews. Based on 393 guests of hotels, a mixture regression model indicates the existence of three internally consistent segments, which reveal the varying influence on consumer intentions to look at online comm…

L'ÉMOTION ET LA RAISON : L'EFFET MODÉRATEUR DU GENRE SUR LE COMPORTEMENT D'ACHAT EN LIGNE

RESUMEN: A pesar de la evidencia existente en torno a las diferencias entre mujeres y hombres en los procesos de toma de decisiones, así como en la adopción de la tecnología, la investigación llevada a cabo hasta la fecha no ha sido concluyente. El objetivo de este trabajo es estudiar las intenciones comportamentales de los consumidores según su género en los intercambios comerciales B2c. En este sentido, se propone identificar cómo el valor funcional -representando el raciocinio del consumidor-, el valor simbólico -representando la motivación emocional- y la confianza actúan como antecedentes de la intención de compra en el canal online. A partir de los resultados derivados de una investig…

Good environmental practices for hospitality and tourism

PurposeThere is a consensus about the negative effects of transportation and some activities related to hospitality on the environment. In this sense, several proposals have been pointed out to pursue environmental sustainability of tourism activities and minimize their impact on climate change. In particular, some applications of information and communication technologies (ICT) have a direct contribution to the reduction of the demand of supplies and energy by the hospitality industry. The present paper has a double aim: first, to focus on evaluating the potential of several ICT applications to reduce the environmental impact of hospitality and tourism activities. Second, considering the S…

Introduction to Special Issue: Brand Equity, Satisfaction, and Word of Mouth

The COVID-19 pandemic has generated an incredible change in the global economy that will likely have long-term consequences on consumer behavior, markets, business models, market regulation, and public policies, among others [1,2]. We are only at the beginning of seeing these effects, and this new scenario offers opportunities to articulate research in the area of marketing aligned with the urgency of recovering customer trust and reactivating sales [3]. The five contributions presented in this Special Issue, “Brand Equity, Satisfaction, and Word of Mouth”, aim at being incorporated into the dynamics of methodological and thematic innovation in marketing, in reply to some of the research pr…

Relationship benefits and costs in retailing: A cross-industry comparison

Relationship marketing is based on the establishment and maintenance of continuous relationships between buyer and seller as a source of mutual benefits. Following this approach, customers' evaluations of benefits and monetary and non-monetary sacrifices derived from their relationships with the retailer are crucial for the existence of ongoing and successful relationships. Such a perception may, however, vary greatly depending on the type of service provided. In this paper, we analyse customers' assessments of the benefits and costs of their relationships with four types of retailers.

Insights on integrated marketing communications: implementation and impact in hotel companies

Purpose – The purpose of this paper is to provide insights on integrated marketing communications (IMC) by empirically examining the concept in a new context, that is hotel companies, and comparing its implementation and impact in Italian and Croatian hotels. Design/methodology/approach – The study uses survey methodology to assess IMC, approaching managers and guests in high-quality hotels. Findings – From the manager’s point of view, both Italian and Croatian hotels show a high level of IMC implementation and significant differences regarding some items. From the guest’s point of view, significant differences are obtained between the two hotel groups. In addition, IMC is found to influen…

Do IMC and ecological knowledge drive value co-creation? The new way to loyalty in hospitality

Despite co-creation being considered a valuable strategy for incremental changes towards more sustainable activities and consumers’ declared interest, hospitality businesses still did not experience the expected level of client engagement in their service interactions. Therefore, the primary purpose of this paper is to examine the nature of value co-creation and its antecedents and consequences within the hotel industry context through the lens of sustainability. Integrated marketing communication (IMC) and ecological knowledge are examined as factors that enhance value co-creation. Satisfaction is observed as a mediator of the relationship between value co-creation and customer loyalty. A …

Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing

Purpose Despite the importance of innovation in business performance, investigation into innovation in services is scanty and lacking consensus. In retailing, it is a topic that has been awakening considerable academic and business interest in recent years. In this study context, this work aims to analyse innovation in retail experiences from two aspects – marketing innovation and technological innovation – to understand the role it exercises in satisfaction and subsequent recommendation. Design/methodology/approach The authors’ objective is to investigate the direct and indirect influence of marketing and technological innovation on satisfaction and word-of-mouth (WOM) through three core …

Relationship and Market Conditions: Outcomes in Marketing Channels

Purpose: In today's highly competitive business environment, many organizations are tending to reduce the number of suppliers to focus on establishing stable and close relationships with a small number of them. The study here analyzes the influence of both market and relationship conditions on trust, commitment, and customer loyalty. Methodology/Approach: Empirical research was conducted by collecting information from a sample of 304 retailers. A structural equations model is estimated. Findings: Results support a positive influence of relationship value on trust and, in turn, on long-term orientation and commitment, with the latter as a strong antecedent of customer loyalty. In contrast, d…

Logistics Service Quality and Technology Investment in Retailing

The quality of physical distribution could be a source of differentiation and, consequently, provide a competitive advantage for the retailer. There is no consensus in the literature, however, on the components of logistics service quality, nor on the role of the retailer's investment in technology. In this context, the present paper aims at evaluating the major components of logistics service quality and technological investment, as well as analysing their impact on the results achieved by the store in terms of satisfaction and customer loyalty in different retailing sectors. As a result, we conclude that there is a need for the retailer to plan investment in technology applied to logistic…

Customer value in tourism and hospitality: Broadening dimensions and stretching the value-satisfaction-loyalty chain

Abstract Customer value research consists of two main streams, with broad recognition in tourism literature: value dimensions (intra-variable perspective) and relationships among value, satisfaction and loyalty (inter-variable perspective). The conceptual framework reviews and categorizes graphically both streams, evidencing the need of research combining both perspectives. The empirical study uses PLS to validate among a sample of 340 hotel guests, a comprehensive causal model with a high number (eight) of value dimensions -functional (efficiency and excellence), social (status and esteem), hedonic (aesthetic and entertainment) and altruistic (ethics and escapism). Moreover, the model adds…

Logistics service quality and buyer–customer relationships: the moderating role of technology in B2B and B2C contexts

Logistics service quality (LSQ) concentrates on the results of the company's performance in the process of bringing merchandise and information from the company's warehouse to customers' home. There is neither consensus about its dimensions nor on how it might be influenced by technological solutions. The present article aims at identifying the main antecedents of LSQ, examining the influence of technology and its effects in terms of customer commitment and loyalty in B2B and B2C contexts. As a result, similar patterns are observed in the relationships of LSQ–commitment–loyalty with mixed evidence about the moderating role of information technology.

Instruments for Wine Promotion in Upscale Restaurants

In recent years, wine marketing has assumed an increasingly important role in restaurants. The growing complexity of the supply of wines determines that consumer choice is conditioned by wine labels included in the wine list and the influence of the waiter. The objective of this study is to identify and characterize how a wine list is prepared and displayed for wine promotion by upscale restaurants, depending on the presence of wine specialists on staff. As a result, it is observed that the content and design of the wine list is largely conditioned by the presence of a sommelier, since the ways used for promoting wines in the wine lists differ across restaurants.

Purchase intention and purchase behavior online: A cross-cultural approach

This article aims to explore the key factors on e-commerce adoption from elements of social psychology, such as attitude, subjective norms, perceived behavioral control, ease of use and perceived usefulness, introducing the study of non-traditional elements like buying impulse, compatibility, and self-efficacy in online stores, contrasting relationships in a cross-cultural environment. The proposed model is tested from quantitative research with a sample of 584 online consumers in Colombia and Spain. The following statistical analyses were conducted: CFA, structural equations, measurement instrument invariance, and multi-group analysis with EQS 6.3 software. The study reveals that self-effi…

Information and Communication Technology as a Differentiation Tool in Restaurants

Hospitality companies implement various communication and information technologies to improve efficiency and customer service, among other aspects. However, the literature has paid little attention to investment in technology by restaurants. Therefore, this article aims at testing the use of technology as a differentiation instrument by restaurants. As a result of this analysis for a sample of 150 restaurant owners or managers, these findings allow the identification of the specific technology solutions that make the difference across restaurants and, thus, to infer the information and communication technologies that should be prioritized by restaurant owners/managers depending on their res…

The value of B2B relationships

PurposeThe purpose of the paper is to contribute to the knowledge of how relationship value, trust, commitment, satisfaction and loyalty intentions are defined and relate to each other. It explores these relationships in the business‐to‐business (B2B) context by analysing manufacturing companies regarding to their main supplier.Design/methodology/approachAfter the literature review and several in‐depth interviews, a method of empirical analysis consisting of quantitative intervention with an ad hoc survey using a structured questionnaire has been developed. Structural equations modeling is used to contrast the hypotheses on the links between the constructs analysed.FindingsConfirmatory fact…

The Impact of Integrated Marketing Communications on Hotel Brand Equity

The Integrated Marketing Communications (IMC) approach appeared as a response to the need for more sophisticated marketing communication discipline in a confusing tourism marketing environment. This chapter examines the impact of IMC on the hotel brand equity dimensions, i.e. brand image, perceived quality, and brand loyalty. Moreover, it estimates the moderating effect of national culture on the relationships examined. The study is approached from the customer perspective and uses survey methodology to assess guests' perception of IMC and brand equity in the hotel contexts. In particular, 335 hotel guests participated in the empirical investigation while staying in high-quality hotels in R…

Managers’ Perceptions of Delivered Value in the Hospitality Industry

Although management literature has deeply reported the importance of assessing customers’ value perceptions, little attention has been paid to managers’ value perceptions (delivered value). This article presents a conceptual model of relationships between delivered value and customer orientation, service culture, and managers’ perception of customer satisfaction, tested with mulitblock PLS among 200 hospitality managers. Additionally, we present an index on a multidimensional scale of delivered value built with multitable analysis. Results support the proposed conceptual model and show increasing intensities of both the links in the model and the index by different hotel categories. The res…

The importance of green practices for hotel guests: does gender matter?

Due to growing consumer awareness of environmental problems, more and more hotels have been developing green practices in response to the environmental concerns of their guests and improve their image. This study aimed to test a model for analyzing the incidence of green practices as drivers for generating positive hotel image and guest trust and satisfaction, evaluating the moderating role of guest gender in these relationships. Based on a personal survey of 302 guests at 3 and 4-star hotels in Bogotá, evidence was obtained for the positive relationship between sustainable practices and the variables considered, with certain differences depending on the gender of each guest. Thus, this stu…

Stretching the value-satisfaction-loyalty chain by adding value dimensions and cognitive and affective satisfactions

Purpose– Consensus on how value dimensions are drivers of overall perceived value is a widespread reality in consumer behaviour literature. But scanty research has been done on which of these value dimensions best predict customer loyalty. The purpose of this paper is to propose a causal model that examines how PERVAL dimensions of value affect customers’ loyalty, through both cognitive and affective satisfaction.Design/methodology/approach– The model is tested on a sample of 820 Spanish retail customers and the findings suggest that product quality and value for money (cognitive) impact customer loyalty through emotional and social value (affective), with significant direct and indirect ef…

Innovation in retail: influence of ICT and its impact on customer satisfaction

espanolEn la literatura se ha definido tradicionalmente el concepto “innovacion” como aspecto necesario para el desarrollo economico y competitivo de las empresas y/o industrias, considerando esta como un determinante primordial para la creacion de riqueza y crecimiento de las economias. Con este trabajo se pretende llevar a cabo una aproximacion al concepto “innovacion en el comercio minorista”, identificando su naturaleza y alcance, y definiendo vinculos con variables de larga tradicion en la investigacion en marketing como los beneficios y costes de la relacion, la satisfaccion percibida de los consumidores y la lealtad hacia el establecimiento. Se propone un modelo teorico que se invest…

Cognition and affect: A factors combination in clients dissatisfied with restaurants

On the basis of an extensive literature review of the principal theories that explain consumer dissatisfaction, we try to analyse the effect of a set of cognitive and affective variables on dissatisfaction. Cognitive variables examined were performance, expectations, disconfirmation, causal attributions and inequity. Negative affects were considered as emotional variables. We developed an empirical research to examine customer dissatisfaction with restaurants. The results indicate that the best combination of variables to estimate dissatisfaction judgements is ‘performance–inequity–norms disconfirmation–attributions’. Therefore, dissatisfaction has a greater cognitive content because negati…

From retail innovation and image to loyalty: moderating effects of product type

This study aims to analyse value-satisfaction-loyalty relationships in retailing by examining the contribution of image and innovation and understanding value as a multidimensional construct. Furthermore, to identify possible differences in these relationships the moderating effect of the type of product marketed in the store is examined. On a sample of 820 customers from four types of stores, SEM methodology and multigroup analysis were applied. The results confirm that image has more influence than innovation on the dimensions of value and that entertainment and excellence are the main antecedents of satisfaction. Some relationships have also been found in which the type of product market…

Measuring the antecedents of e-loyalty and the effect of switching costs on website

This paper deals with the process by which electronic customer loyalty (e-loyalty) is formed. The twofold aim is to analyse e-loyalty, describing its development in terms of how it is influenced by several determinants and to study potential barriers to switching which significantly affect the repeat purchase decision. In particular, an integrating theoretical framework is proposed to determine the e-loyalty dependency of electronic service quality and perceived value, and how this last relationship can be moderated by switching costs. Results offer evidence for the important role of customer's perceptions of e-service quality and value in e-loyalty. Proposals are made of how companies that…

Efeitos da sustentabilidade e valor logístico nas relações entre empresas de transporte marítimo

Resumen El objetivo de este trabajo fue analizar cómo la sostenibilidad (económica, social y ambiental), bajo el enfoque de triple línea base, afecta la calidad de servicio, el valor logístico y la satisfacción en empresas del sector marítimo. Se propone un modelo teórico que se contrasta con la información suministrada por una muestra de 50 responsables de empresas (transitarios, importadores y exportadores) en Panamá. La información se analiza mediante la estimación de regresión por mínimos cuadrados parciales, que permite confirmar el carácter multidimensional de la sostenibilidad y del valor logístico. Los resultados también confirman que las percepciones de los clientes sobre las inici…

Implications of Value Co-Creation in Green Hotels: The Moderating Effect of Trip Purpose and Generational Cohort

Recently, great interest in value co-creation has been revealed among both academics and practitioners in the hotel sector. However, few studies are analyzing the consequences of co-creation behavior from the customer perspective in &ldquo

Addressing sustainable food management in hotels: proposing a framework and examining hotel groups

Purpose Sustainable food practices have been recognised as a key issue in efforts to improve and report sustainable tourism practices, given the importance of the social, environmental and economic impacts of the food industry throughout its entire chain of production – from farm to fork. From this standpoint, the aim of the present paper is to propose a comprehensive framework for reporting or making decisions concerning sustainable food management in hotels, taking into account the various facets of the food supply chain.Design/methodology/approach Several dimensions are proposed for dealing with sustainable food management, involving all aspects of food supply chains that may be relevant…

Value co-creation and satisfaction in b2b context: a triadic study in the furniture industry

Research on Value co-Creation (VcC) has been more extensive in B2C (business-to-consumer) than in B2B (business-to-business) and mainly for service contexts, under dyadic approaches (supplier&ndash

ICT adoption in hotels and electronic word-of-mouth

Purpose The purpose of this paper is to investigate how information and communication technology (ICT) adoption in hotels contributes to satisfaction and loyalty from the consumer perspective, considering the online dimension of recommendations. Design/methodology/approach A quantitative research based on a structured questionnaire and using a personal survey method was developed. Surveys were conducted on 386 guests from Spanish hotels. Causal methodology by testing structural equation model was applied. Findings Significant relationships are obtained in the sequence “ICT use perception – satisfaction with ICT – overall satisfaction with the hotel – dimensions of loyalty” and the mediatin…

Conceptualización y medición del valor percibido: consensos y controversias

[ES] Estudiar el concepto Valor resulta ser necesario y útil en Marketing por ser un concepto endémico para la disciplina y relevante para la profesión. Sin embargo, a pesar de décadas de investigación, la doctrina se lamenta de un cierto círculo vicioso sobre las dificultades conceptuales y de medición del Valor. Este trabajo revisa estas dificultades y las categoriza en torno a acuerdos y controversias, evidenciando sus efectos en la compleja red nomológica construida a lo largo de los años en torno al Valor. Además, explora empíricamente tres modelos causales de relaciones entre dimensiones de Valor, Satisfacción y Lealtad, testados con PLS sobre una muestra de 340 clientes de hotel. Los…

Sustainable Practices in Spanish Hotels: A Response to Concerns on Quality of Life in Highly Visited Tourism Areas

The intense tourism activity may involve significant negative impacts on the quality of life in tourism destinations with a high number of tourist arrivals. The objective of this chapter is to explore the available tools and measures that hotels may implement to mitigate or cope with these negative economic, social and environmental impacts. An example of hotel managers’ perceptions of the importance of the main environmentally sustainable practices in hospitality to mitigate the negative impact of the tourist industry on the quality of life of residents in highly visited tourism destinations in the Mediterranean coast of Spain is provided, with the purpose of stimulating further research i…