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Article
Publication date: 4 June 2024

Doménica Heras Tigre, Katherine Coronel-Pangol, Juan Carlos Aguirre Quezada, Karina Durán Andrade and Pedro Fabián Mora Pacheco

The purpose of this study is to identify the key factors that drive social entrepreneurship (SE) among Ecuadorian social entrepreneurs.

Abstract

Purpose

The purpose of this study is to identify the key factors that drive social entrepreneurship (SE) among Ecuadorian social entrepreneurs.

Design/methodology/approach

The study was developed following a qualitative and exploratory research design based on the identification of social entrepreneurs through the nonprobabilistic sequential sampling technique, giving a total of fifteen social entrepreneurs who were given a structured interview that was later analyzed in the ATLAS.TI software for the identification, analysis and categorization of drivers.

Findings

The results will identify eight drivers for SE, including social exclusion, public support, sources of employment, economic income, family support, environmental awareness and fair trade, as standards and values. Overall, the findings help to improve the understanding of the factors that determine the creation and development of social enterprises in the country.

Research limitations/implications

Deepen and increase the literature on SE in Latin America. Contribute to reducing the knowledge gap on the topic.

Originality/value

Taken together, the results provide empirical evidence and help to better understand the factors that determine the creation and development of social enterprises in the country.

Propósito

Identificar los factores clave que impulsan el emprendimiento social en emprendedores sociales ecuatorianos.

Metodología

El estudio se desarrolló siguiendo un diseño de investigación cualitativo y exploratorio basado en la identificación de emprendedores sociales a través de la técnica de muestreo secuencial no probabilístico, obteniendo un total de quince emprendedores sociales a quienes se les realizó una entrevista estructurada que posteriormente fue analizada en el software ATLAS.TI para la identificación, análisis y categorización de impulsores.

Resultados

Los resultados identificarán ocho impulsores del empresariado social, entre los que se encuentran la exclusión social, el apoyo público, las fuentes de empleo, los ingresos económicos, el apoyo familiar, la conciencia medioambiental y el comercio justo, como normas y valores. En general, los resultados ayudan a mejorar la comprensión de los factores que determinan la creación y el desarrollo de empresas sociales en el país.

Originalidad

En conjunto, los resultados aportan evidencia empírica y ayudan a comprender mejor los factores que determinan la creación y desarrollo de empresas sociales en el país.

Implicaciones de la investigación

Profundizar e incrementar la literatura sobre Emprendimiento Social en América Latina. Contribuir a reducir la brecha de conocimiento sobre el tema.

Objetivo

Identificar os principais fatores que impulsionam o empreendedorismo social nos empreendedores sociais equatorianos.

Metodologia

O estudo foi desenvolvido de acordo com um projeto de pesquisa qualitativo e exploratório baseado na identificação de empreendedores sociais por meio da técnica de amostragem sequencial não probabilística, totalizando quinze empreendedores sociais que foram submetidos a uma entrevista estruturada, posteriormente analisada no software ATLAS.TI para identificação, análise e categorização dos fatores determinantes.

Conclusões

Os resultados identificarão oito motivadores do empreendedorismo social, incluindo exclusão social, apoio público, fontes de emprego, renda econômica, apoio familiar, consciência ambiental e comércio justo, como padrões e valores. Em geral, os resultados ajudam a melhorar a compreensão dos fatores que determinam a criação e o desenvolvimento de empresas sociais no país.

Originalidade

Em conjunto, os resultados fornecem evidências empíricas e ajudam a entender melhor os fatores que determinam a criação e o desenvolvimento de empresas sociais no país.

Implicações para a pesquisa

Aprofundar e aumentar a literatura sobre empreendedorismo social na América Latina. Contribuir para reduzir a lacuna de conhecimento sobre o tema.

Details

Management Research: Journal of the Iberoamerican Academy of Management, vol. 22 no. 3
Type: Research Article
ISSN: 1536-5433

Keywords

Article
Publication date: 6 February 2024

Urs Jäger, Felipe Symmes, Silke Bucher and Stephanie Rüegger

The purpose of this paper is to study triadic market relations between an international aid agency (IAA), local ventures and the poor communities where they are embedded in order…

Abstract

Purpose

The purpose of this paper is to study triadic market relations between an international aid agency (IAA), local ventures and the poor communities where they are embedded in order to shift the poverty alleviation discussion to account for the perceptions held by each category of actor, especially those of poor communities. Poverty alleviation is a key commitment of the United Nations, and market-driven approaches are increasingly advocated as a means to reduce poverty, particularly among IAAs. One such strategy is to connect ventures in poor communities with international markets. However, research shows that such approaches have mixed success.

Design/methodology/approach

The authors conducted a comparative case study of three ventures embedded in urban and rural poor communities receiving support from an IAA. The authors then analyzed the data to determine the mechanisms that led to discrepancies in the perceptions of poverty alleviation held by each actor involved.

Findings

This study suggests three such mechanisms: ‘decoupling markets from poverty’, wherein aiding ventures may paradoxically lead to decoupling them from poor communities; ‘overburden stress’, in which ventures cannot fulfil a poverty alleviation role through their market activities because the expectation to do so overburdens the venture; and ‘value divergence’, in which the actors involved evaluate the impact of these approaches differently.

Originality/value

The authors propose that a key aspect of enabling effective poverty alleviation through market-driven approaches in terms of substantial, long-term contributions is to monitor and support the relations between the actors involved – including the poor communities themselves – and explore how each perceives the efficacy of the approach.

Propósito

El objetivo de nuestro estudio es integrar las percepciones de tres actores: los organismos internacionales, los emprendimientos en comunidades pobres y las propias comunidades pobres, con el fin de cambiar la discusión sobre la reducción de la pobreza hacia las percepciones de los diferentes actores involucrados en las relaciones de mercado, en particular las de las comunidades pobres. La reducción de la pobreza es un compromiso clave de las Naciones Unidas, y en la actualidad se promueven enfoques de mercado como un medio para reducir la pobreza, especialmente entre los organismos internacionales. Una estrategia consiste en conectar emprendimientos en comunidades pobres con mercados internacionales. Sin embargo, investigaciones previas muestran que estos enfoques de mercado tienen un éxito variado en ciertas ocasiones y en otras no.

Metodología

Realizamos un estudio de casos comparativo de tres emprendimientos en comunidades pobres urbanas y rurales que reciben apoyo de un organismo internacional. Luego, analizamos nuestros datos para determinar qué mecanismos condujeron a discrepancias en las percepciones de cada actor involucrado con respecto a la reducción de la pobreza.

Resultados

Nuestro estudio identifica tres mecanismos que explican las discrepancias en las percepciones de los actores involucrados con respecto a los enfoques de mercado para la reducción de la pobreza: ‘desvinculación de los mercados de la pobreza’, en donde el apoyo a los emprendimientos puede llevar paradójicamente a separarlos de las comunidades pobres; ‘estrés de sobrecarga’ que captura situaciones en las que los emprendimientos no pueden cumplir su función de reducción de la pobreza a través de sus actividades en el mercado debido a que la expectativa de hacerlo, aunque implícita, sobrecarga al emprendimiento; y ‘divergencia de valores’ que muestra que los actores involucrados a menudo evalúan de manera diferente el impacto de los enfoques de mercado en la pobreza.

Originalidad

Proponemos que un aspecto clave de la reducción efectiva de la pobreza a través de enfoques de mercado que hagan contribuciones sustanciales y a largo plazo es monitorear las relaciones y la eficacia percibida entre todos los actores involucrados en estos enfoques, incluyendo a las propias comunidades pobres.

Propósito

El objetivo de nosso estudo é integrar as percepções de três atores: os organismos internacionais, os empreendimentos em comunidades pobres e as próprias comunidades pobres, com o objetivo de mudar a discussão sobre a redução da pobreza para as percepções dos diferentes atores envolvidos nas relações de mercado, particularmente as das comunidades pobres. A redução da pobreza é um compromisso chave das nações unidas, e atualmente abordagens de mercado são promovidas como um meio para reduzir a pobreza, especialmente entre os organismos internacionais. Uma estratégia consiste em conectar empreendimentos em comunidades pobres com mercados internacionais. No entanto, pesquisas anteriores mostram que essas abordagens de mercado têm sucesso variado em algumas ocasiões e em outras não.

Metodologia

Realizamos um estudo de casos comparativo de três empreendimentos em comunidades pobres urbanas e rurais que recebem apoio de um organismo internacional. Em seguida, analisamos nossos dados para determinar quais mecanismos levaram a discrepâncias nas percepções de cada ator envolvido em relação à redução da pobreza.

Resultados

Nosso estudo identifica três mecanismos que explicam as discrepâncias nas percepções dos atores envolvidos em relação às abordagens de mercado para a redução da pobreza: ‘desvinculação dos mercados da pobreza’, onde o apoio aos empreendimentos pode paradoxalmente separá-los das comunidades pobres; ‘estresse de sobrecarga’ que captura situações em que os empreendimentos não podem cumprir sua função de redução da pobreza por meio de suas atividades no mercado devido à expectativa de fazê-lo, mesmo que implicitamente, sobrecarregando o empreendimento; e ‘divergência de valores’ que mostra que os atores envolvidos frequentemente avaliam de maneira diferente o impacto das abordagens de mercado na pobreza.

Originalidade

Propomos que um aspecto-chave da redução efetiva da pobreza por meio de abordagens de mercado que façam contribuições substanciais e a longo prazo é monitorar as relações e a eficácia percebida entre todos os atores envolvidos nessas abordagens, incluindo as próprias comunidades pobres.

Article
Publication date: 6 September 2024

Juan Carlos Carlos Leiva, Diana Escandón-Barbosa, Jorge Moreno-Gómez and Ronald Mora-Esquivel

This study aims to explore the impact of different contextual factors and their interactions on university students' entrepreneurship, specifically start-up activities.

Abstract

Purpose

This study aims to explore the impact of different contextual factors and their interactions on university students' entrepreneurship, specifically start-up activities.

Design/methodology/approach

The paper used a multilevel hierarchical model with four contextual factors: i) industry and technological, ii) institutional and policy, iii) organizational-university; and iv) cultural. Each of these factors might influence university students’ start-up activities differently. To address this exploratory direction, the study used a sample of 34,200 nascent entrepreneurs from 34 countries included in the Global University Entrepreneurial Spirit students’ Survey, along with data from the World Economic Forum’s Global Competitiveness Index, Global Entrepreneurship Index and Global Leadership and Organizational Behavior Effectiveness Index.

Findings

The results show that, in general terms, contextual elements impact university students’ start-up activities. Nevertheless, when these factors are combined, their effect increases strongly with the performance-based culture but decreases with a high level of a socially supportive culture.

Originality/value

Regarding the study of university students’ start-up activities, most scientific evidence has an individual-level approach without considering the influence of the context. The paper adopts a multilevel approach for such analysis to reflect the multilevel and context-dependent nature of the topic under study.

Propósito

Este estudio explora el impacto de diferentes factores contextuales y sus interacciones en el espíritu empresarial de los estudiantes universitarios, concretamente en las actividades de puesta en marcha.

Diseño/metodología/enfoque

El trabajo emplea un modelo jerárquico multinivel con cuatro factores contextuales: i) industriales y tecnológicos, ii) institucionales y políticos, iii) organizativos-universitarios; y iv) culturales. Cada uno de estos factores podría influir de forma diferente en las actividades de puesta en marcha de los estudiantes universitarios. Bajo un enfoque exploratorio, el estudio utilizó una muestra de 34.200 emprendedores nacientes de 34 países incluidos en la Encuesta Global de Estudiantes Universitarios con Espíritu Emprendedor (GUESSS por sus siglas en inglés), junto con datos del Índice de Competitividad Global (GCI), el Índice de Espíritu Emprendedor Global (GEI) y el Índice Global de Liderazgo y Eficacia del Comportamiento Organizacional (GLOBE).

Hallazgos

Los resultados muestran que, en términos generales, los elementos contextuales influyen en las actividades de creación de empresas de los estudiantes universitarios. Sin embargo, cuando se combinan estos factores, su efecto aumenta considerablemente en países con una cultura basada en el rendimiento, pero disminuye en las de un alto nivel de apoyo social.

Originalidad/valor

En lo que respecta al estudio de las actividades de creación de empresas de los estudiantes universitarios, la mayoría de las pruebas científicas tienen un enfoque a nivel individual sin tener en cuenta la influencia del contexto. Nuestro trabajo adopta un enfoque multinivel para dicho análisis con el fin de reflejar la naturaleza multinivel y dependiente del contexto del tema estudiado.

Objetivo

Este estudo explora o impacto de diferentes fatores contextuais e suas interações no empreendedorismo dos estudantes universitários, especificamente nas atividades de start-up.

Desenho/metodologia/abordagem

O artigo utilizou um modelo hierárquico multinível com quatro fatores contextuais: i) industrial e tecnológico, ii) institucional e político, iii) organizacional-universitário, e iv) cultural. Cada um desses fatores pode influenciar de maneira diferente as atividades de start-up dos estudantes universitários. Para abordar essa direção exploratória, o estudo utilizou uma amostra de 34.200 empreendedores de 34 países incluídos na Pesquisa Global sobre o Espírito Empreendedor dos Estudantes Universitários (GUESSS), juntamente com dados do Índice de Competitividade Global (GCI) do Fórum Econômico Mundial, do Índice Global de Empreendedorismo (GEI) e do Índice de Liderança Global e Eficácia Organizacional (GLOBE).

Resultados

Os resultados mostraram que, em termos gerais, elementos contextuais impactam as atividades de start-up dos estudantes universitários. No entanto, quando esses fatores são combinados, seu efeito aumenta fortemente com a cultura baseada em desempenho, mas diminui com um alto nível de cultura socialmente solidária.

Originalidade/valor

No que diz respeito ao estudo das atividades de start-up dos estudantes universitários, a maioria das evidências científicas tem uma abordagem em nível individual sem considerar a influência do contexto. Nosso artigo adota uma abordagem multinível para tal análise, a fim de refletir a natureza multinível e dependente do contexto do tema em estudo.

Article
Publication date: 26 August 2024

Tuan Nien Tran and Thuong Thuong Ho Tran

Only a small number of studies have analysed the sustainability of the socio-cultural impacts of volunteer tourism (VT). Existing research tends to focus on volunteers, the host…

Abstract

Purpose

Only a small number of studies have analysed the sustainability of the socio-cultural impacts of volunteer tourism (VT). Existing research tends to focus on volunteers, the host communities and organisations, while the interconnectedness between theories (of capitals) and concepts (i.e. empowerment and sustainability) have received minimal attention. Sustainability is considered both an effect of empowerment and a means for achieving it. Drawing on the perspectives and theoretical concepts related to multiple forms of capital, this paper aims to take an interpretive stance to examine socio-cultural impacts.

Design/methodology/approach

This research draws on 37 semi-structured interviews conducted with stakeholders on the perceived socio-cultural impacts of VT on two farm communities in Vietnam. A qualitative thematic coding analysis was used to identify themes that explain the perceptions of the stakeholders within the host communities.

Findings

The findings of this study were divided into the nine themes of educational effects, job opportunities, cultural exchanges, relationships, health, awareness of environmental conservation, physical changes, promoting local products and tourism and community resource development. The research provides additional insights into the interconnectedness between different types of capital, empowerment and sustainability of socio-cultural impacts.

Practical implications

VT organisations should provide more opportunities for local residents to become involved in decision-making regarding volunteer activities and to share their voices and concerns about how the VT programmes are set up. The government could provide support services or training and skills to locals after the volunteers leave, which would be significant in developing and maintaining the sustainability of impacts on host communities.

Originality/value

This research creates a model for connecting capital to sustainability and empowerment to study the socio-cultural impacts of VT.

摘要目的

只有少数研究分析了志愿旅游(VT)社会文化影响的可持续性。现有的研究往往集中在志工、所在社区和组织上, 而理论(资本)和概念(即赋权、永续性)之间的相互联系很少受到关注。永续发展既被认为是赋权的效益, 也是实现赋权的一种手段。研究借鉴与多种资本形式相关的观点和理论概念, 并采取说明式立场来检视社会文化影响。

设计/方法/步骤

本研究借鉴了与利害关系人进行的 37份半结构化访谈, 了解 VT 对越南两个农场社区的社会文化影响。使用定性主题编码分析来确定能够解释主办社区内利害关系人看法的主题.

研究结果

结果分为教育效果、就业机会、文化交流、人际关系、健康、环境保护意识、身体变化、推广当地产品和旅游业以及社区资源开发九个主题。该研究为不同类型的资本、赋权和社会文化影响的可持续性之间的相互联系提供了更多见解。

实际影响

旅游志工组织应为当地居民提供更多机会参与志工活动的决策, 并分享他们对VT计画如何设立的意见与担忧。政府可以在志工离开后向当地人提供支持服务或培训和技能, 这对于发展和维持对东道社区影响的可持续性具有重要意义。

独创性/价值

这项研究创建了一个将首都与永续发展和赋权联系起来的模型, 以研究 VT 的社会文化影响。

Propósito

Sólo un pequeño número de estudios han analizado la sostenibilidad de los impactos socioculturales del turismo de voluntariado (VT). Las investigaciones existentes tienden a centrarse en los voluntarios, las comunidades de acogida y las organizaciones, mientras que la interconexión entre las teorías (de los capitales) y los conceptos (es decir, empoderamiento, sostenibilidad) han recibido una atención mínima. La sostenibilidad se considera tanto un efecto del empoderamiento como un medio para lograrlo. Basándose en las perspectivas y conceptos teóricos relacionados con múltiples formas de capital, la investigación adopta una postura interpretativa para examinar los impactos socioculturales.

Diseño/metodología/enfoque

Esta investigación se basa en 37 entrevistas semiestructuradas realizadas con partes interesadas sobre los impactos socioculturales percibidos de VT en dos comunidades agrícolas en Vietnam. Se utilizó un análisis de codificación temática cualitativa para identificar temas que explican las percepciones de las partes interesadas dentro de las comunidades anfitrionas.

Hallazgos

Los hallazgos de este estudio se dividieron en nueve temas de efectos educativos, oportunidades laborales, intercambios culturales, relaciones, salud, conciencia de la conservación ambiental, cambios físicos, promoción de productos locales y turismo, y desarrollo de recursos comunitarios. La investigación proporciona información adicional sobre la interconexión entre diferentes tipos de capital, el empoderamiento y la sostenibilidad de los impactos socioculturales.

Implicaciones prácticas

Las organizaciones de turismo de voluntariado deberían brindar más oportunidades para que los residentes locales se involucren en la toma de decisiones relativas a las actividades de voluntariado y compartan sus voces e inquietudes sobre cómo se establecen los programas de VT. El gobierno podría brindar servicios de apoyo o capacitación y habilidades a los locales después de que los voluntarios se vayan, lo que sería importante para desarrollar y mantener la sostenibilidad de los impactos en las comunidades anfitrionas.

Originalidad/valor

Esta investigación crea un modelo para conectar las capitales con la sostenibilidad y el empoderamiento con el fin de estudiar los impactos socioculturales de VT.

Article
Publication date: 20 August 2024

Brayan Rodriguez, Felipe Reinoso-Carvalho, Kosuke Motoki and Carlos Velasco

This research examined the role of post-conflict marketing in supporting businesses within conflict-affected regions, aligning with the objectives of UN Sustainable Development…

Abstract

Purpose

This research examined the role of post-conflict marketing in supporting businesses within conflict-affected regions, aligning with the objectives of UN Sustainable Development Goal 16 to foster peaceful societies amid increasing global conflicts.

Design/methodology/approach

Drawing from the theories of social egalitarianism and consumer discrimination, the study explored the moderating influence of conflict stakeholder on consumer willingness to pay (WTP). Understanding such stakeholder roles underscores post-conflict marketing's potential for economic growth and stability. Two experiments assessed the WTP, WTP a premium price and expected attractiveness of strategic products and services developed by key stakeholders (ex-guerrilla, ex-paramilitaries, ex-militaries, victims and other citizens) in the Colombian post-conflict context among both local (Colombian) and foreign (Japanese) consumers.

Findings

Results revealed that products associated with victims consistently received higher ratings. A notable contrast emerged as Japanese consumers favoured products of victims over those of regular citizens while rating offerings from ex-paramilitary and retired military stakeholders similarly, unlike their Colombian counterparts.

Research limitations/implications

The study acknowledges limitations regarding participants' geographic location and experimental design, providing insights for future research and potential refinements.

Practical implications

The findings offer insights into the impact of consumer attitudes on post-conflict stakeholder entrepreneurship in foreign and local markets, thus contributing relevant knowledge to support market success.

Originality/value

This is the first study assessing the role of various post-conflict stakeholders in influencing consumer evaluations of products and services. Consequently, these findings contribute to the foundational understanding of post-conflict marketing and offer a benchmark for business development in conflict-affected areas.

Propósito

Examinar el papel del mercadeo en el apoyo a emprendimientos en regiones afectadas por conflictos, alineándose con el ODS 16 de la ONU para impulsar sociedades pacíficas en medio del aumento de los conflictos.

Diseño

Basada en las teorías del igualitarismo social y discriminación del consumidor, el estudio exploró la influencia de las percepciones hacia actores del posconflicto en el comportamiento de consumo. Dos experimentos evaluaron la disposición a pagar (DAP), DAP un precio superior y la atractividad de productos y servicios desarrollados por actores del posconflicto colombiano (exguerrilleros, exparamilitares, exmilitares, víctimas, otros ciudadanos) entre consumidores locales (colombianos) y extranjeros (japoneses).

Hallazgos

Los productos desarrollados por las víctimas recibieron valoraciones más altas. Además, los consumidores japoneses, a diferencia de los colombianos, prefirieron los productos de las víctimas a los de “otros ciudadanos” y valoraron de manera similar los de exparamilitares y exmilitares.

Implicaciones Prácticas/Sociales

Los resultados ofrecen una visión precisa del impacto de las actitudes de los consumidores sobre los productores del posconflicto en los mercados extranjeros y locales, contribuyendo a la reintegración económica, el crecimiento y la reconciliación social.

Limitaciones de la Investigación

El estudio reconoce posibles limitaciones en el diseño experimental, proporcionando ideas para investigaciones futuras.

Originalidad

Se trata del primer estudio que evalúa el papel de los actores de un posconflicto como productores en la valoración de productos y servicios. Estos resultados contribuyen a la comprensión del mercadeo del posconflicto y ofrecen un punto de referencia para el desarrollo empresarial en zonas afectadas por conflictos.

Details

Academia Revista Latinoamericana de Administración, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1012-8255

Keywords

Open Access
Article
Publication date: 27 November 2023

Djihane Malki, Mohammed Bellahcene, Hela Latreche, Mohammed Terbeche and Razane Chroqui

Based on relationship marketing theory, this study aims to test the effect of social customer relationship management (social CRM) on customer satisfaction (CS) and loyalty (CL).

3323

Abstract

Purpose

Based on relationship marketing theory, this study aims to test the effect of social customer relationship management (social CRM) on customer satisfaction (CS) and loyalty (CL).

Design/methodology/approach

To assess the proposed framework, structural equation modeling was performed on the data of 314 automotive customers surveyed online.

Findings

Social CRM dimensions [traditional CRM (TCRM) and social media (SM) technology use] have a direct and positive effect on CS. On the other hand, only TCRM has a direct and significant influence on CL, while the SM technology use effect seems to be indirect rather than direct. Indeed, the findings have provided empirical support for the contention that CS plays a mediating role between social CRM dimensions and CL.

Practical implications

In the automotive sector and developing countries in particular, companies’ managers could increase CS and CL and consequently enhance their competitiveness and market share by adopting an effective social CRM strategy. From this perspective, companies should focus their social CRM campaigns on the most SM used by customers, offer personalized choices and improve customer experience, interaction and value co-creation.

Originality/value

This paper enriches the understanding of how social CRM can affect CS and CL. The scales of social CRM, CS and CL were validated in the context of developing countries and the automotive sector. Furthermore, the direct and mediating effect of CS between social CRM (TCRM and SM) and CL was also confirmed.

Objetivo

Basándose en la teoría del marketing relacional, este estudio pretende comprobar el efecto de la gestión social de las relaciones con los clientes (CRM social) sobre la satisfacción y la fidelidad de los clientes.

Diseño/metodología/enfoque

Para evaluar el marco propuesto, se realizó un modelado de ecuaciones estructurales sobre los datos de 314 clientes de automoción encuestados online.

Resultados

Las dimensiones del CRM social (CRM tradicional y uso de tecnología de medios sociales) tienen un efecto directo y positivo en la satisfacción del cliente. Por otro lado, solamente el CRM tradicional tiene una influencia directa y significativa en la fidelidad del cliente, mientras que el efecto del uso de la tecnología de medios sociales parece ser más indirecto que directo. De hecho, los resultados han proporcionado apoyo empírico a la afirmación de que la satisfacción del cliente desempeña un papel mediador entre las dimensiones del CRM social y la fidelidad del cliente.

Valor

Este artículo enriquece la comprensión de cómo el CRM social puede afectar a la satisfacción y la fidelidad de los clientes. Las escalas de CRM social, satisfacción del cliente y fidelidad del cliente se validaron en el contexto de países en vías de desarrollo y del sector automovilístico. Además, también se confirmó el efecto directo y mediador de la satisfacción del cliente entre el CRM social (CRM tradicional y medios sociales) y la fidelidad del cliente.

Implicaciones prácticas

En el sector de la automoción y en los países en desarrollo en particular, los directivos de las empresas podrían aumentar la satisfacción y fidelidad de sus clientes y, en consecuencia, mejorar su competitividad y cuota de mercado adoptando una estrategia eficaz de CRM social. Desde esta perspectiva, las empresas deberían centrar sus campañas de CRM social en los medios más utilizados por los clientes, ofrecer opciones personalizadas y mejorar la experiencia del cliente, la interacción y la cocreación de valor.

目的

基于关系营销理论, 本研究旨在检验社会化客户关系管理(social CRM)对客户满意度和忠诚度的影响。

设计/方法/途径

为评估所提出的框架, 对 314 名汽车客户的在线调查数据进行了结构方程建模。

研究结果

社交客户关系管理维度(传统客户关系管理和社交媒体技术使用)对客户满意度有直接的积极影响。另一方面, 只有传统客户关系管理对客户忠诚度有直接和显著的影响, 而社交媒体技术使用的影响似乎是间接而非直接的。事实上, 研究结果为客户满意度在社交客户关系管理维度和客户忠诚度之间发挥中介作用的论点提供了实证支持。

原创性/价值

本文丰富了人们对社交客户关系管理如何影响客户满意度和忠诚度的认识。本文以发展中国家和汽车行业为背景, 对社会化客户关系管理、客户满意度和客户忠诚度的量表进行了验证。此外, 还证实了客户满意度在社会化客户关系管理(传统客户关系管理和社会化媒体)与客户忠诚度之间的直接和中介效应。

实践意义–在汽车行业

尤其是发展中国家, 企业管理者可以通过采取有效的社交客户关系管理战略, 提高客户满意度和忠诚度, 进而增强竞争力和市场份额。从这个角度来看, 企业应将社交客户关系管理活动的重点放在客户使用最多的社交媒体上, 提供个性化选择, 改善客户体验、互动和价值共创。

Open Access
Article
Publication date: 16 July 2024

Patrícia Leão, Mariana Rei and Sara Rodrigues

This paper aims to carry out a systematic review based on the preferred reporting items for systematic reviews and meta-analyses (PRISMA) guidelines to assess the adherence to the…

Abstract

Purpose

This paper aims to carry out a systematic review based on the preferred reporting items for systematic reviews and meta-analyses (PRISMA) guidelines to assess the adherence to the Mediterranean dietary pattern (MDP) in workers.

Design/methodology/approach

Three electronic databases were searched up to March 2022. The population was restricted to adults, workers in any professional area, without special diets and no specific health conditions. Their adherence to the MDP was assessed by any a priori method/instrument. Two reviewers independently applied the eligibility criteria and performed the data extraction from each study included. In case of disagreement, a third reviewer was consulted.

Findings

Of the 590 studies found, 46 were included. Most of the studies were carried out in Europe, between the years 2019 and 2022 and were cross-sectional studies. The minimum sample size was 38, and the maximum was 1,74,638 participants. Most studies included both males and females; six included only females and nine only males. The three most prevalent types of workers under study were health professionals, factory workers and firefighters. The most used method for assessing adherence to the MDP was the Mediterranean diet score. Overall, workers showed low or moderate adherence to the MDP.

Originality/value

This systematic review conducted to assess the adherence to the MDP in workers displays an urgent need to improve diet quality in the workplaces.

Details

Nutrition & Food Science , vol. 54 no. 6
Type: Research Article
ISSN: 0034-6659

Keywords

Article
Publication date: 29 January 2024

Miguel Angel Martínez Martínez

The purpose of the article is to show the regime of truth in the institutional commissions that have the objective of restoring history by establishing a democratic, equitable…

Abstract

Purpose

The purpose of the article is to show the regime of truth in the institutional commissions that have the objective of restoring history by establishing a democratic, equitable, comprehensive, inclusive and fair criterion against the attempts of re-victimization and suppression of memory that Western political and cultural traditions have installed through their mechanisms of power.

Design/methodology/approach

Based on the analysis of the cases of Inés Fernández Ortega and Valentina Rosendo Cantú, they establish the material conditions from which prejudices and hegemonic stereotypes are intertwined to reproduce serious violations of human rights in democratic political and epistemic frameworks. The colonial function of the truth commissions in Mexico is analyzed, which are presented as mechanisms for social development, political and colonial reproduction of liberal democracy.

Findings

The qualitative results allow considering the way in which the different truth commissions in Mexico have been strongly linked to epistemic mechanisms in which truth and justice favor the reproduction of established relationships based on race, social class and gender. Especially in the so-called democratic transition, violence, truth and justice come together to highlight power relations in situations that have been disavowed by the intelligentsia.

Research limitations/implications

The limitations of the research are found in the historical configuration of the truth commissions in Mexico. The data, references and assessments are crossed by the initial function of the truth commissions and the establishment of apparatuses and mechanisms based on transitional justice. Based on this, it can be considered a methodological oversight to shift the analysis of truth commissions toward a critical assessment of the truth as a regime of government and hegemonic and colonization criteria from two very specific cases.

Originality/value

The originality of the work is found in the critical discernment of truth as a political category and the coloniality of power.

Details

Equality, Diversity and Inclusion: An International Journal, vol. 43 no. 6
Type: Research Article
ISSN: 2040-7149

Keywords

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