showing 32 related works from this author
Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant
2010
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…
The impact of value co-creation on hotel brand equity and customer satisfaction
2019
Abstract Value co-creation with customers has emerged as a relevant topic at both academic and managerial level. Considering the positive outcomes derived from value co-creation, firms should learn how to properly manage this process which requires active customer involvement and this paper demonstrates that the level of customer participation (CP) depends to a large extent on their perception of how the hotel favours the process of value co-creation (CcV). Our model also proves the customer perception of the hotel's process of value co-creation has a positive impact on the hotel's brand equity (BE) whereas customer participation positively affects the customer's perceived value (PV). Addit…
Wine list engineering: categorization of food and beverage outlets
2009
PurposeThe purpose of the paper is to identify and measure the main standards of the wine lists of upscale restaurants.Design/methodology/approachWine lists of a sample of 50 upscale restaurants were analyzed. A cluster analysis was performed.FindingsThree differentiated profiles of restaurants are identified according to their wine list management: selection, specialization and complementarity.Research limitations/implicationsThis study was exploratory and similar studies need to be performed covering more geographic locations.Practical implicationsRestaurants differ in their current practices and key standards of their wine lists according to their positioning strategy. Upscale restaurant…
LA QUALITÉ ET LA VALEUR PERÇUE DANS LE TRANSPORT DE MARCHANDISES EN ESPAGNE ET LEUR IMPORTANCE DANS LA SEGMENTATION DE LA CLIENTÈLE
2015
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…
Relational benefits and loyalty in retailing: an inter‐sector comparison
2009
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…
Segmentación de clientes del comercio minorista en función de los beneficios de la relación minorista-consumidor.
2008
El marketing se basa en el establecimiento y mantenimiento de relaciones continuas entre comprador y vendedor como fuente de beneficios mutuos. Sin embargo, la percepción de los beneficios de dicha relación puede variar en gran medida en función del tipo de cliente. Este trabajo pretende determinar y caracterizar segmentos de clientes, en función de su percepción de los beneficios y costes derivados de sus relaciones. De esta manera, esperamos obtener una tipología de consumidores que resulte útil al minorista al diseñar sus estrategias de marketing. alaitz@uv.es; irenegil@uv.es; ruizmaeu@uv.es
Problemática y acciones de marketing en el sector de las artes escénicas de la Comunitat Valenciana
2014
El sector de las artes escénicas atraviesa una delicada situación en la actualidad. La masiva pérdida de espectadores le está afectando gravemente, entre otros muchos factores. Analizar esta situación resulta pues imprescindible con el objetivo final de señalar las posibles líneas de acción que permitan reactivarlo. Con este propósito se desarrolló una doble investigación, una de naturaleza cualitativa y otra de tipo cuantitativo. En primer lugar, se reunió a un grupo de representantes de las principales empresas del sector, tanto compañías teatrales como empresas de exhibición, para realizar sendas dinámicas de grupo. A partir de ahí se llevó a cabo una investigación a través de encuesta a…
Do upscale restaurant owners use wine lists as a differentiation strategy?
2009
Abstract The present paper studies various criteria used by upscale restaurant owners to differentiate their restaurants and to define their positioning. In particular, we studied several wine list attributes. Through a cluster analysis and a correspondence factor analysis based on different objective wine list characteristics, we obtain two main differentiated profiles of restaurants according to the relative importance of their wine list in comparison with food menu: wine selection and complementarity. Upscale restaurants need to define their positioning strategy and elaborate their wine lists according to their strategy.
Facilitators and Inhibitors of Technologies to Tackle Climate Change: Opinions of Government and Private Actors
2012
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…
Cognitive and Affective Causes of Consumer Dissatisfaction With the Hospitality Encounter
2009
Causality attributions, equity, and affection used to explain satisfaction have received special attention in the literature on dissatisfaction and complaining behavior. In this study we examine the contribution these three antecedents make to consumer dissatisfaction. A causal model has been constructed to examine the effect of these variables on dissatisfaction in a sample of 345 individuals who have had an unsatisfactory experience in a restaurant. The results show that attributions, inequity, and negative affections have a significant, direct and positive influence on the level of dissatisfaction, with attribution as the most influential explanatory variable.
Satisfaction and loyalty in B2B relationships in the freight forwarding industry: adding perceived value and service quality into equation
2018
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…
Sustainability, Store Equity, and Satisfaction: The Moderating Effect of Gender in Retailing
2021
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…
Encuentro de servicio, valor percibido y satisfacción del cliente en la relación entre empresas
2005
Irene.Gil@uv.es Gloria.Berenguer@uv.es La literatura en marketing de servicios ha argumentado que el proceso de servicio puede ser el antecedente más importante de la evaluacióm del cliente sobre el resultado del servicio y que en ese juicio evaluativo último, el valor del servicio adquiere un papel esencial. Sin embargo, la naturaleza de este proceso de formación no ha sido extensamente estudiada, especialmente, en un contexto de relación interorganizativa. El presente estudio intenta contribuir al conocimiento de cómo el encuentro de servicio y el valor del servicio, contribuyen a aumentar la satisfacción del cliente. El trabajo explora la relación entre ambos, analizando el caso de una o…
The Role of Retail Equity, Value and Relational Benefits in Building B2B Relationships in Retailing
2019
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
2009
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.
The Moderating Effect of Store Format on the Relationships Between ICT, Innovation and Sustainability in Retailing
2021
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…
La distribución de cerámica y materiales de construcción en España
2007
La caracterización de las empresas de un sector es esencial para com- prender la situación de la distribución comercial y analizar su evolución. En el presente trabajo abordamos el estudio de los distribuidores de material cerámico y de construcción en España a partir de fuentes de información primaria y secundaria. La lectura conjunta de los resultados obtenidos a par- tir de ambas fuentes de datos permite realizar una primera aproximación a la situación de un sector que ha experimentado un extraordinario crecimiento en los últimos años. Characterization of firms in a sector is essential to understand the situation of commercial distribution and monitor developments. In this paper we study…
Relationships among customer orientation, service orientation and job satisfaction in financial services
2005
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…
La calidad y el valor percibido en el transporte de mercancías en España y su importancia en la segmentación de clientes
2015
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…
Logistics service quality: a new way to loyalty
2008
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…
Retail Innovativeness
2014
Retailers have to operate in highly competitive environments, where innovation may become a source of sustainable competitive advantage. This chapter aims at exploring 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). In addition to this, the authors test the existence of significant differences in consumer perceptions and behavioral intentions between retailers perceived as high innovators and those considered low innovators. As a result, differences in consumer behaviour are found between high and low…
Introduction to Special Issue: Brand Equity, Satisfaction, and Word of Mouth
2021
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
2009
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.
Instruments for Wine Promotion in Upscale Restaurants
2010
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.
La formation du comportement de plainte chez le consommateur: recherche exploratoire chez des usagers de restaurants
2008
La investigación que se presenta aborda el proceso de formación del comportamiento de queja del consumidor. El objetivo general es profundizar en la naturaleza de este tipo de respuesta a la insatisfacción, describiendo su formación a partir de la contribución de un conjunto de variables investigadas en la literatura. Partiendo de que el comportamiento de queja agrupa tres tipos de respuestas (de queja, a terceras partes y privadas), analizamos el efecto que tiene el nivel de insatisfacción, la probabilidad de éxito de la queja, la importancia de la situación y las actitudes hacia la queja. Las relaciones causales estudiadas entre estos determinantes y los comportamientos de queja han permi…
Information and Communication Technology as a Differentiation Tool in Restaurants
2014
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…
Determinantes de las intenciones conductuales en un programa de certificación profesional a nivel europeo
2017
En los últimos años han proliferado los programas de certificación profesional en competencias, y desde la literatura se ha abogado por la necesidad de investigar acerca del valor percibido de tales sistemas en términos de beneficios y barreras percibidas por los potenciales candidatos para la acreditación. Por ello, a partir de una encuesta a profesionales acerca del programa “Certified Professional” en 8 países europeos, se analiza la influencia de los atributos percibidos del programa de certificación y de las características personales del potencial candidato sobre sus intenciones conductuales. Como resultado, se observa una influencia significativa tanto de las percepciones del program…
Cognition and affect: A factors combination in clients dissatisfied with restaurants
2010
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…
Determinantes del comportamiento de queja y su importancia en la segmentación de clientes insatisfechos
2008
ResumenEsta investigación de carácter exploratorio aborda el proceso de formación del comportamiento de queja utilizando el proceso de segmentación de clientes. Consideramos que dicho comportamiento agrupa dos tipos de respuestas a la insatisfacción: las respuestas de queja y las respuestas privadas. Nuestro objetivo es conocer la capacidad que tiene la intensidad de la insatisfacción y otras variables relevantes de la literatura en la discriminación de segmentos de consumidores, con el propósito de estudiar sus comportamientos y características. La metodología de análisis CHAID ha permitido segmentar la muestra en diferentes grupos identificando los principales antecedentes de ambos tipos …
Measuring the antecedents of e-loyalty and the effect of switching costs on website
2010
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…
Antecedents to complaint behaviour in the context of restaurant goers
2006
Abstract This article deals with the process by which consumer complaint behaviour is formed. The general aim is to analyse the nature of this type of response to dissatisfaction, describing its development in terms of how it is influenced by a combination of several factors already researched in the literature. The most relevant contributions from the related theoretical work indicate that public and private responses (complaint behaviour) are the most common reactions of consumers when faced with a dissatisfactory experience. A group of determinants which influence these responses in different ways has also been identified. The main objective of this study is to analyse the relationship b…
Cross-Cultural Approach to Evaluation of University Services
2014
Increased competition between universities is generating the need for in-depth analysis of the processes underlying evaluation of university service because of its implications for student behaviour. Cross-cultural analysis of student perceptions is a fundamental approach. This chapter attempts to review the concept in the light of dimensional models of culture proposed by Hofstede (1980, 2001) and Schwartz (1994). Thus, based on a theoretical framework that reviews the main contributions to the concept of culture and evaluation of university service, a proposal has been developed for evaluating university service from a cross-cultural approach. The results show cultural differences between…