0000000000147657
AUTHOR
María-eugenia Ruiz-molina
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.
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…
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…
Analysing the fulfilment of service recovery paradox in retailing
AbstractThe literature dealing with the Service Recovery Paradox (SRP) is vast, but some results are confusing and contradictory. In addition to this, scarce attention has been paid to service recovery in the context of retailing. This paper aims at verifying the compliance of the SRP in the context of retailing. Considering a sample of consumers that experienced a failure in the service delivered by a retailer and are very satisfied with the solution provided by the store employee, we test first the fulfilment of the SRP in the context of retailing. Secondly, we test the existence of significant differences in the customer satisfaction levels with the store before and after experiencing th…
E‐learning in a university interdisciplinary and bilingual context
PurposeThe purpose of this paper is to discuss the use of virtual learning environments in multicultural higher education of two different subjects: foreign language and marketing.Design/methodology/approachThe paper describes the aims, development and results of an interdisciplinary collaboration project was held between two European universities through a webCT system, where students had to work on linguistic aspects and economic and management topics.FindingsUnivariate analysis shows students to have a great interest in the project. Different multivariate techniques determine a strong positive relationship between students' participation, implication and motivation in the project and the…
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…
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.
Cross-Cultural Comparison of Student Perceptions and Performance in a Multicultural, Interdisciplinary and Bilingual Online Educational Project
Exchange agreements between universities and new technologies are influencing the education-learning process during the past few years. E-learning has become an educational tool with several applications and the main aim of facilitating student learning process and adapting it to the social and professional reality. In this study, the authors present an online project based on a multicultural, interdisciplinary, and bilingual collaboration developed between two European universities: the University of Valencia (Spain) and the London School of Economics and Political Science (United Kingdom) through the free access academic platform, Moodle. Additionally, the chapter examines the significant…
Satisfaction with service recovery: moderating effect of age in word-of-mouth
Purpose – The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and, second, to study the moderating role of age in the relationship between satisfaction and subsequent word-of-mouth. Consumer assessment and behavior associated with service recovery is a topic of considerable interest for both academics and practitioners. Design/methodology/approach – From an empirical perspective, this paper uses a sample of 336 individuals who experienced service failure at a retail store to estimate a structural equation model. Addition…
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…
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 …
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…
Academic Contest and Social Networking to Promote Technology and Information Literacy among University Students
Abstract Spanish universities have recently adapted their studies to the requirements of the European Higher Education Area (EHEA). This process has involved the consideration of the development of computer and informational skills as an academic objective. In order to develop these skills, among other activities, an informative video has been disseminated. The design of the communication campaign, developed through viral marketing and social networks has been the result of and empirical research carried out by students of the University of Valencia. This paper describes the research objectives, questions, techniques and main findings.
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.
Enhancing visitor experience with war heritage tourism through information and communication technologies: evidence from Spanish Civil War museums and sites
War tourism is increasingly capturing the interest of both visitors and scholars. Notwithstanding, academic research has paid little attention to the use of technology in visitor experience co-crea...
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…
The role of the brand in driving online loyalty for multichannel retailers
Multichannel retailers offer shoppers the possibility to cross channels to complete their shopping process. Multichannel retailers, unlike pure online sellers, offer shoppers multiple contact points to experience the brand. Also, multichannel retailers can leverage the trust and attachment to their brands that has been built with their offline presence to drive customers to buy online. Our paper explores the role of the customer relationship with the brand, with variables such as brand trust, brand attachment and length of brand relationship, as drivers of loyal behaviours towards the online channel. We compare the impact of these variables with those of the technology acceptance model. Mul…
Can the Retailer’s ICT Enhance the Impact of Service Recovery Efforts on Customer Satisfaction?
Service recovery remains a topic of considerable interest for both academics and practitioners. This paper aims to explore the relations between recovery efforts and causal attributions, satisfacti...
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…
A Multidisciplinary Project Integrating Marketing Research, Art and Spanish Language for Social Sciences
In this chapter we describe this interdisciplinary project focusing on the contribution in the teaching-learning process of students at the University of Valencia, in the context of the subject Marketing Research. Specifically, a series of photographs is selected in order to organize an exhibition in London and, to ensure the success of the exhibition, students of the subject Marketing Research have combined sources of secondary and primary data, and have become familiar with databases of business information from the Library of the University of Valencia as well as with the commonly used software for data processing. In general, students have very much appreciated this activity as a facili…
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 …
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…
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…
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.
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…
Internationalization patterns in fashion retail distribution: implications for firm results
Fashion retailers have been intensively involved in internationalization processes, leading to an upsurge of some global fashion brands. Notwithstanding, internationalization processes may differ across retailers and also their results in their overseas ventures. This paper aims at shedding additional light on fashion retail internationalization, proposing two objectives: first, it aims at identifying several internationalization patterns in fashion retailing. Second, after identifying several retailer profiles, we test for significant differences in their financial results. With chi-square automatic interaction detection analysis, we identify four groups of retailers whose internationaliza…
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…
Are there gender differences in e-learning use and assessment? Evidence from an interuniversity online project in Europe
Abstract E-learning is characterized both by human-human interaction (between students, fellow students and teachers) and by human-machine interaction (between students and e-learning software) to support the learning process. Since several studies point out that men and women differ in their interaction with technology, we perform one-way and inter-individual factor ANOVA analyses to test the existence of significant differences in the assessment and use of e-learning activities by male and female students in the context of an online project between two European universities. As a result, there are few differences between male and female students in their use of e-learning and their motiva…
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
Teaching and learning in consumer behavior: a class activity supporting real decision-making in cultural management
Abstract Problem-based learning has been suggested as a useful tool to foster student-centered learning and increase student motivation. Students of Business Administration are not familiar with Research on Consumer Behavior, its contents and techniques, since this subject is traditionally linked to Psychology. In order to facilitate the teaching-learning process in this subject, this paper presents an application of problem-based learning in the context of Consumer Behavior. Results of this pilot experience are assessed under a qualitative and a quantitative basis. The evidence obtained allow us to conclude that this collaboration project enable students to obtain and to process informatio…
Determinants of website traffic: the case of European fashion apparel retailers
The globalization process together with the extraordinary growth in the use of Internet offer firms new growth opportunities. Retail firms are using a multichannel approach, involving the Internet, in their internationalization strategies. Website traffic as measured by unique users and online awareness is among the measures for assessing the success of the online channel. There is little evidence, however, linking website traffic and the characteristics of the retail multichannel internationalization process. In order to fill this gap, this paper analyses the factors explaining the retailer's international website traffic. Website traffic data for a sample of European fashion apparel retai…
Customer value in Quick-Service Restaurants: A cross-cultural study
Abstract In spite of the relativistic nature of Customer Value concept, research on differences in Value perceptions across cultures is still scarce. Gaining insight about this issue would be especially relevant for highly competitive and globalized industries such as Fast-Food or Quick-Service Restaurants (QSR). The purpose of the present paper is to identify Value dimensions in this industry and to analyze the links between dimensions of Value, Satisfaction and Loyalty, testing the consistency of the results obtained across three different countries. To achieve this aim, after one in-depth interview with a QSR manager and two intercultural focus groups with QSR customers, a questionnaire …
Horizon scanning the European bio‐based economy: a novel approach to the identification of barriers and key policy interventions from stakeholders in multiple sectors and regions
There is international recognition that developing a climate-smart bioeconomy is essential to the continuation of economic development, reduction of greenhouse gas emissions, and adaptation to climatic change; Bio-based products have an important role in making this transition happen. Supporting policy interventions have been put forward at European and national levels to support innovation and development of bio-based products and services. This study asks whether suggested policy interventions reflect the needs of stakeholders and examines how these needs vary between European regions. This consultation was performed through an online survey of 447 experts actively involved in bio-based r…
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…