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Article
Publication date: 19 September 2023

Ana Carolina Ferreira Costa, Fernando Capelo Neto, Maximilian Espuny, Aglaé Baptista Torres da Rocha and Otávio José de Oliveira

Small and medium-sized enterprises (SMEs) are fundamental to the socioeconomic development of a country or region. They directly contribute to increasing employment generation and…

Abstract

Purpose

Small and medium-sized enterprises (SMEs) are fundamental to the socioeconomic development of a country or region. They directly contribute to increasing employment generation and improving income distribution. Despite the importance of SMEs, there are still opportunities for developing works that support and guide SMEs to use digital technologies, especially to digitalize their customer service. Therefore, this work aims to propose drivers containing recommendations for developing and improving the digitalization of customer service in SMEs.

Design/methodology/approach

This work uses a qualitative approach to systematize the main SMEs' characteristics and identify the boosting elements of the digitalization of customer service in the scientific literature. To this end, the authors conducted a content analysis of the most influential empirical and theoretical articles on the theme published from 2016 to 2021 in the Scopus database.

Findings

This work identified 38 boosting elements of the digitalization of customer service based on the scientific literature. These elements were grouped into six drivers for developing and improving the digitalization of customer service. The drivers contain recommendations that were adapted for SMEs according to their characteristics and based on the experience of the authors of this work.

Originality/value

This work contributes to promoting socioeconomic development, providing important solutions for managers and owners of SMEs to improve their customer service. The proposed drivers support and encourage the use of digital technologies for developing and improving customer service, overcoming the challenges of digitalization in these companies. Thus, SMEs will be able to increase the satisfaction of their customers and improve their competitiveness.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 30 no. 2/3
Type: Research Article
ISSN: 1355-2554

Keywords

Article
Publication date: 14 August 2023

Robson Soe Rocha

Since the early 1990s, Brazil has adopted an experimental approach to environmental management. Its reforms continue to this day and have produced robust water-management…

Abstract

Purpose

Since the early 1990s, Brazil has adopted an experimental approach to environmental management. Its reforms continue to this day and have produced robust water-management policies. This article reveals the different positions, the power structures involved, and the result of the disputes and agreements concerning the social construction of legitimate environmental behaviour in jeans manufacturing.

Design/methodology/approach

Comparative case study. Data collection for this research started in 2017 and ended in 2020. The data were gathered by concentrating on a few cases in two clusters. The author visited public agencies, trade associations, and firms of all sizes and levels of specialization in the industry and conducted semi-structured interviews with them. The intention was to acquire systemic and deep knowledge of the local industry.

Findings

The article's findings demonstrate a divergence in typologies that reflects the ecological limits in the use of natural resources, law-enforcement policies, and firms' legal status. The article extends our understanding of the ability of organizations to respond to institutional pressures to become sustainable. This study's findings provide insights for policy design in times of increasingly catastrophic pollution in regions that are immersed in global competition.

Research limitations/implications

The study focuses only on two industrial textile clusters in Brazil, which may not be representative of the wider industry in the country or in other regions. The findings may not be generalizable to other industries or locations with different ecological limits, legal frameworks, and firm structures.

Practical implications

The article's practical implications include the need for tailored regulatory frameworks, effective law enforcement policies, promoting a culture of environmental responsibility among businesses, and collaboration among stakeholders in promoting sustainability. Policymakers, regulators, and businesses in industrial textile clusters in Brazil and other regions facing similar ecological and regulatory challenges can use these insights to develop more effective policies and practices that balance economic growth with environmental sustainability.

Social implications

State actors emerge as the most important stakeholder group in forging the upgrading of water-management systems and technology. The optimal solution to the problem is cross-institutional and multilevel collaboration and coalitions between the different authorities and organizations involved who need to pay due attention to the relevant ecological limits and social needs. Only when this multilevel collaboration is achieved and maintained will the state's agents be able to collaborate with industrial actors and society at large.

Originality/value

The article examines the various factors that influence water usage and analyses the dynamics of change in two distinct locations in an emerging market. It demonstrates that, despite the existence of the same regulatory framework in both locations, different outcomes can arise due to the construction of diverse coalitions between social actors.

Peer review

The peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-03-2023-0154

Details

International Journal of Social Economics, vol. 51 no. 3
Type: Research Article
ISSN: 0306-8293

Keywords

Article
Publication date: 29 February 2024

Svitlana Magalhães de Sousa Ostapenko, Ana Paula Africano and Raquel Meneses

This study aims to further develop the CLC stage/path’s identification model that distinguishes between path’s emergence (emergence stage), path’s development (growth stage)…

Abstract

Purpose

This study aims to further develop the CLC stage/path’s identification model that distinguishes between path’s emergence (emergence stage), path’s development (growth stage), path’s sustainment (maturity stage), path’s decline (decline stage) and path’s transformation (renewal stage), and by applying it, define the current stage/path of the Demarcated Douro Region (DDR) cluster. The Port wine industry, which is the dominant industry of the DDR cluster, is at the maturity/decline stage – is the same for the cluster itself?

Design/methodology/approach

It is a case study with a longitudinal perspective based on the analysis of the dynamics of the parameters of cluster evolution using available secondary sources (cluster identity/brand; number of firms; number of employees; network; innovation; policies and regulations; and external markets – exports), especially addressing the past decade, that represent the stage of maturity/decline of the cluster’s dominant Port wine industry.

Findings

The conclusion is that since the 1990s the Demarcated Douro Region has gone through a “path transformation” where during the following 20 years new “anchors” for the cluster were gradually introduced, such as Doc Douro Wines, new forms of consumption of Port wine, tourism and olive oil. Since 2010 the cluster has entered a growth stage/(new) path’s development, where these “anchors” are in steady growth. The Douro brand is becoming more internationally recognized and established, the number of firms and employees is increasing, the network is restructuring with the creation of cluster-specific official institutions, innovation is especially reflected with increasing heterogeneity through diversification of the clusters into new activities and regulations and policies are supportive for expansion – all these parameters are indicating the rise of the new cycle for the cluster. Thus, the DDR cluster represents an attractive business environment and requires attention from regional policymakers to support the cluster’s development. Especially institutions have been highlighted as internal factors driving clusters growth, European integration as an external factor and firms’ strategies of diversification and internationalization as an appropriate de-locking mechanism for new path’s development.

Research limitations/implications

This research contributes to the CLC theory by further developing and applying a CLC stage/path identification model. It provides a better understanding of the dynamics of the DDR cluster that diverge from its dominant industry life cycle, which is relevant for regional policies and firms’ strategies. This study has its limitations. It provides an exploratory application of the theoretical framework proposed, and consequently, no general conclusions are possible yet. More empirical studies with different clusters in different stages are necessary to test the framework.

Practical implications

These findings are useful to policymakers when designing their policies for cluster development but also for clusters’ entities and actors when making their strategic decisions as it allows based on the verification of the established parameter of CLC to identify its current stage/path of development.

Originality/value

The paper presents a theoretically grounded model for CLC identification and for the first time to the best of the authors’ knowledge applies it to a cluster case – the DDR cluster. This case applies the proposed model and illustrates its usefulness. The model provides the tools for a better understanding of cluster dynamics.

Details

Competitiveness Review: An International Business Journal , vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1059-5422

Keywords

Book part
Publication date: 4 March 2024

Ana Isabel Moniz, Teresa Medeiros, Osvaldo Silva and José Mendes

Senior travelers are an attractive market segment and increasingly participate in an internet-mediated society. This chapter examines the profile of senior tourists who booked…

Abstract

Senior travelers are an attractive market segment and increasingly participate in an internet-mediated society. This chapter examines the profile of senior tourists who booked their trip to the Azores using online travel agencies. The purpose is to analyze their motivation factors based on the travel motivation scale for senior tourists, using 17 items related to the motivations for visiting the destination, and to ascertain whether there are different groups of senior tourists based on sociodemographic characteristics, travel motivations, and experiences performed. Using a structured questionnaire and a sample of senior tourists, three distinct clusters are obtained.

Open Access
Article
Publication date: 8 February 2024

Ana Isabel Lopes, Edward C. Malthouse, Nathalie Dens and Patrick De Pelsmacker

Engaging in webcare, i.e. responding to online reviews, can positively affect consumer attitudes, intentions and behavior. Research is often scarce or inconsistent regarding the…

Abstract

Purpose

Engaging in webcare, i.e. responding to online reviews, can positively affect consumer attitudes, intentions and behavior. Research is often scarce or inconsistent regarding the effects of specific webcare strategies on business performance. Therefore, this study tests whether and how several webcare strategies affect hotel bookings.

Design/methodology/approach

We apply machine learning classifiers to secondary data (webcare messages) to classify webcare variables to be included in a regression analysis looking at the effect of these strategies on hotel bookings while controlling for possible confounds such as seasonality and hotel-specific effects.

Findings

The strategies that have a positive effect on bookings are directing reviewers to a private channel, being defensive, offering compensation and having managers sign the response. Webcare strategies to be avoided are apologies, merely asking for more information, inviting customers for another visit and adding informal non-verbal cues. Strategies that do not appear to affect future bookings are expressing gratitude, personalizing and having staff members (rather than managers) sign webcare.

Practical implications

These findings help managers optimize their webcare strategy for better business results and develop automated webcare.

Originality/value

We look into several commonly used and studied webcare strategies that affect actual business outcomes, being that most previous research studies are experimental or look into a very limited set of strategies.

Details

Journal of Service Management, vol. 35 no. 6
Type: Research Article
ISSN: 1757-5818

Keywords

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