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Article
Publication date: 30 July 2020

Berta Tubillejas-Andrés, Amparo Cervera-Taulet and Haydee Calderon Garcia

This paper aims to posit servicescape from a multi-dimensional formative approach beyond mere conceptualizations limited to its physical dimensions. An analysis is carried…

Abstract

Purpose

This paper aims to posit servicescape from a multi-dimensional formative approach beyond mere conceptualizations limited to its physical dimensions. An analysis is carried out to predict loyalty behaviours in a cultural service.

Design/methodology/approach

Partial least square was conducted for testing a third-order aggregate formative construct of servicescape on a sample of 867 opera goers. In addition, the authors carried out a predictive performance assessment of our model.

Findings

The proposed research model was largely supported by the evidence. Results show that the physical (exterior and interior) and social dimensions (employees’ and attendees’ characteristics and interactions) must be considered together in the artscape, servicescape named in the performing arts services, conceptualization and measurement. An appropriate servicescape can be of vital importance in the perception and subsequent consumer evaluation of the service in terms of loyalty.

Research limitations implications

Further research is required to extend the analysis of the holistic servicescape.

Practical implications

Cultural managers are provided in terms of highlighting the importance of managing the artscape in all its dimensions “not only physical but also social – showing its relevance as an antecedent of opera goers” loyalty.

Social implications

Besides the cultural product itself, designing appropriate artscapes can enhance the experience and post-use behaviour of performing arts attendees.

Originality/value

The authors make a relevant contribution in the configuration of high-order formative constructs, showing that marketing literature should appraise servicescape from a comprehensive perspective to predict post-consumption behaviour.

Details

European Business Review, vol. 33 no. 1
Type: Research Article
ISSN: 0955-534X

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Article
Publication date: 12 September 2016

Berta Tubillejas Andrés, Amparo Cervera-Taulet and Haydee Calderón García

The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived…

Abstract

Purpose

The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and consumer loyalty – in hedonic services.

Design/methodology/approach

A quantitative study was conducted to gather data from 867 opera-goers through e-mail with a link to a questionnaire. Hypotheses were tested using structural equation modeling based on partial least squares. The effects of the social servicescape and emotions as moderators were examined using interaction techniques.

Findings

The paper provides empirical support on the multidimensional configuration of the social servicescape composed by both characteristics and interactions of employees and customers. The results demonstrate significant relationships between the social servicescape and positive emotions in perceived value, satisfaction and loyalty of consumers. Positive emotions are a moderating variable, intensifying the relationship between the social servicescape and perceived value. The opposite effect in the relationship between the social servicescape and loyalty is found.

Research limitations/implications

Further research is required to generalize the findings to other hedonic services.

Practical implications

Knowledge on both social servicescape and emotional effects on consumer behavior may enable cultural managers to improve the consumption experience of performing arts attendees.

Originality/value

This paper fulfills a research gap in the area of social servicescape as well as the effects of emotions in hedonic services. It makes two main contributions. First, it provides knowledge on social servicescape conceptualization and measurement. Second, the moderation, by interaction effect, of emotions and social servicescape in consumer behavior are confirmed.

Details

Journal of Service Theory and Practice, vol. 26 no. 5
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 1 June 2004

Manuel Cuadrado, Marta Frasquet and Amparo Cervera

In recent years, ports have experienced a period of significant growth and development along with intense inter‐port rivalry as a consequence of intermodality and…

Abstract

In recent years, ports have experienced a period of significant growth and development along with intense inter‐port rivalry as a consequence of intermodality and hinterland development. It is therefore vital that port management bodies define and implement suitable strategies. This paper aims to adapt the benchmarking technique to the sphere of ports. Compares the activity of a port with that of its competitors, which is considered to be excellent. This is a strategic approach where consideration of the needs of the client, shipping lines and export‐import companies is the axis of the benchmarking process.

Details

Benchmarking: An International Journal, vol. 11 no. 3
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 1 December 2001

Amparo Cervera, Alejandro Mollá and Manuel Sánchez

The aim of this article is to link research on market orientation in the field of marketing with the proposals of reform and modernisation made in the administrative and…

Abstract

The aim of this article is to link research on market orientation in the field of marketing with the proposals of reform and modernisation made in the administrative and political field. Market orientation in business organisations is a highly topical issue, or even more, it is considered by someacademicians as the new marketing paradigm. Following these studies and their proposals of application in other sectors, a market orientation model is developed, from a public management perspective, in the setting of local governments through testing a set ofhypotheses about the construct and its antecedents and consequences. Antecedents explaining why some local governments are more market oriented than others are identified. Moreover, market orientation is shown to influence public organisation performance.

Details

European Journal of Marketing, vol. 35 no. 11/12
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 7 September 2015

Walesska Schlesinger, Amparo Cervera and Carmen Pérez-Cabañero

– The purpose of this paper is to examine quality of service experience as reported by tourists in seven northern and southern Mediterranean cities.

Abstract

Purpose

The purpose of this paper is to examine quality of service experience as reported by tourists in seven northern and southern Mediterranean cities.

Design/methodology/approach

A self-report study was used to gather data from 1,362 tourists. Once validity of Otto and Ritchie’s (1996) scale had been confirmed, ANOVA and the non-parametric Kruskal-Wallis test were used to analyse the data.

Findings

Tourists in all destinations highlighted the importance of the dimension peace of mind. Significant differences between tourists in the northern Mediterranean and those in the southern Mediterranean were observed in two quality of service experience dimensions: hedonics and involvement.

Research limitations/implications

Although the sample was large, this study’s scope was limited to seven Mediterranean tourist cities. Further research is therefore required to generalize findings to other Mediterranean tourist destinations.

Practical implications

Knowledge about quality of service experience dimensions may help tourism managers innovate and improve services. Tourists perceive northern Mediterranean destinations differently from destinations in the southern Mediterranean. Tourists report high tourist involvement in northern destinations, whereas in the south, tourists emphasize destinations’ hedonic features. These implications are also valuable for European policymakers.

Originality/value

The study compared quality of service experience in northern and southern Mediterranean tourist destinations. To do so, it analysed a sample of 1,362 tourists from seven Mediterranean cities. This research is the first to analyse quality of service experience in the Mediterranean.

Details

EuroMed Journal of Business, vol. 10 no. 3
Type: Research Article
ISSN: 1450-2194

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Article
Publication date: 1 October 1997

Haydee Calderon, Amparo Cervera and Alejandro Molla

The growing importance of the brand in the life of the company and in consumer perceptions has led many authors to base their analysis on brand value rather than the…

Abstract

The growing importance of the brand in the life of the company and in consumer perceptions has led many authors to base their analysis on brand value rather than the traditional approach in which its definition, its functions and its characteristics were amply developed. It is becoming increasingly obvious that the brand generates value for the company: brand value is the value of the marginal cash flows generated by a product due to the fact that it is identified with a brand. Brand value is generated by a series of multidimensional assets which interact in a complex way: loyalty; awareness; perceived quality; and identity. One of the main problems for a company wishing to develop a brand strategy is how to quantify this value. Studies the different methodologies available for this evaluation and distinguishes between financial and marketing methods. Concludes that marketing methods are worth greater consideration, since they give a wider vision of brand value by considering the consumer’s perspective and not only objective issues.

Details

Journal of Product & Brand Management, vol. 6 no. 5
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 1 December 2005

Irene Gil Saura, Gloria Berenguer Contrí, Amparo Cervera Taulet and Beatriz Moliner Velázquez

The 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…

Abstract

Purpose

The 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/approach

After 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.

Findings

Both reliability and factorial analysis of the scales used provided satisfactory results. CO was found to produce mediated effects, through SO, on overall JS. The mediator role was identified as human resources management practice, service systems practice and service leadership practice. In addition, in all cases, a direct, positive association was found between SO practices and CO.

Research limitations/implications

First, the use of just one company invites a repeat study in other companies in the sector and in other service contexts. Second, cross‐cultural approaches to the constructs analysed would be interesting. Third, it may be relevant to use longitudinal approaches for a better understanding of the dynamic behaviour of the variables analysed. Fourth, attaining all of data from employees invites to future measures of the constructs taken from different sources. Future research needs to be done on the service profit chain theory to incorporate both customer and financial performance variables.

Practical implications

The results should lead managers to consider the importance of emphasizing those organizational cues that help build a SO climate in their organizations.

Originality/value

This paper further acknowledges the links between the constructs being studied, on the basis of employees' perceptions. It was found that CO produces mediated effects, through SO, on overall JS.

Details

International Journal of Service Industry Management, vol. 16 no. 5
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 22 May 2009

Irene Gil‐Saura, Marta Frasquet‐Deltoro and Amparo Cervera‐Taulet

The 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…

Abstract

Purpose

The 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/approach

After 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.

Findings

Confirmatory factor analysis provided satisfactory results. With regard to the direct effects of the relationship value, the three relationships being considered were verified: relationship value has a positive influence on trust, commitment and satisfaction towards the supplier. Also, and as already contrasted in previous studies, trust has a direct, positive effect on commitment. In addition, and regarding to loyalty antecedents, data did not confirm that greater trust would increase loyalty but commitment did, leading to the conclusion that the effect of trust on loyalty is only indirect through the effect it has on commitment. Loyalty was also positively affected by satisfaction with the supplier.

Research limitations/implications

Limitations of this paper open lines for future research. First, it considers that future research could include other variables affecting long‐term relationships. Second, longitudinal studies could serve to enrich the results and illustrate the complexity of the direction in the links among the variables and take into account dynamics. Third, a customer's perspective in the perception of value has been adopted in this paper. Finally, relationship value has been operationalised as reflective and a formative approach could be adopted. Implications for managers are in line with the detected importance of satisfaction and commitment as key factors because of their impact on intention to continue and expand business with the supplier. Moreover, manufacturers should recognize the role of assessing and building relationship value with their partners as it has an impact – direct or indirect – on intentions to stay in the relationship.

Originality/value

In comparison, far less research has been done in the area of relationship value. This paper emphasizes the role of perceived relationship value in relationship B2B marketing studies providing a model and contributing to relationship management.

Details

Industrial Management & Data Systems, vol. 109 no. 5
Type: Research Article
ISSN: 0263-5577

Keywords

Content available
Article
Publication date: 28 September 2010

Abstract

Details

Industrial Management & Data Systems, vol. 110 no. 9
Type: Research Article
ISSN: 0263-5577

Keywords

Content available

Abstract

Details

European Business Review, vol. 33 no. 1
Type: Research Article
ISSN: 0955-534X

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