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Book part
Publication date: 14 March 2024

Paula Rodríguez-Torrico, Sonia San-Martín and Rebeca San José Cabezudo

Consumer behavior has evolved because of technological development. Nowadays, consumers carry out the different stages of the decision-making process by combining multiple devices…

Abstract

Consumer behavior has evolved because of technological development. Nowadays, consumers carry out the different stages of the decision-making process by combining multiple devices which has been defined as multi, cross and omnichannel behavior. These behaviors have attracted the attention of academics and become a hot topic in literature. As a result, vast amounts of studies on the subject need to be revised and clarified. Thus, the aim of this chapter is to synthetize the primary academic literature that analyzes multi, cross and omnichannel behavior from the consumer point of view. To do that, first, the main concepts (multi, cross and omnichannel) and their differences are clarified. Second, the major findings of channel mix literature regarding the topics, channel scope and theories are exposed and described. Third, the opportunities and future lines of research are presented. This chapter contributes to the literature by clarifying the conceptualization of multi, cross and omnichannel behaviors; offering a complete picture of the main topics, channel approaches and theories addressed in channel mix literature; and presenting future research opportunities and open research questions in a channel mix context that could serve as a starting point to build further research.

Details

The Impact of Digitalization on Current Marketing Strategies
Type: Book
ISBN: 978-1-83753-686-3

Keywords

Article
Publication date: 29 September 2023

Beatriz Campos Fialho, Ricardo Codinhoto and Márcio Minto Fabricio

Facilities management (FM) plays a key role in the performance of businesses to ensure the comfort of users and the sustainable use of natural resources over operation and…

Abstract

Purpose

Facilities management (FM) plays a key role in the performance of businesses to ensure the comfort of users and the sustainable use of natural resources over operation and maintenance. Nevertheless, reactive maintenance (RM) services are characterised by delays, waste and difficulties in prioritising services and identifying the root causes of failures; this is mostly caused by inefficient asset information and communication management. While linking building information modelling and the Internet of Things through a digital twin has demonstrated potential for improving FM practices, there is a lack of evidence regarding the process requirements involved in their implementation. This paper aims to address this challenge, as it is the first to statistically characterise RM services and processes to identify the most critical RM problems and scenarios for digital twin implementation. The statistical data analytics approach also constitutes a novel practical approach for a holistic analysis of RM occurrences.

Design/methodology/approach

The research strategy was based on multiple case studies, which adopted university campuses as objects for investigation. A detailed literature review of work to date and documental analysis assisted in generating data on the FM sector and RM services, where qualitative and statistical analyses were applied to approximately 300,000 individual work requests.

Findings

The work provides substantial evidence of a series of patterns across both cases that were not evidenced prior to this study: a concentration of requests within main campuses; a balanced distribution of requests per building, mechanical and electrical service categories; a predominance of low priority level services; a low rate of compliance in attending priority services; a cumulative impact on the overall picture of five problem subcategories (i.e. Building-Door, Mechanical-Plumbing, Electrical-Lighting, Mechanical-Heat/Cool/Ventilation and Electrical-Power); a predominance of problems in student accommodation facilities, circulations and offices; and a concentration of requests related to unlisted buildings. These new patterns form the basis for business cases where maintenance services and FM sectors can benefit from digital twins. It also provides a new methodological approach for assessing the impact of RM on businesses.

Practical implications

The findings provide new insights for owners and FM staff in determining the criticality of RM services, justifying investments and planning the digital transformation of services for a smarter provision.

Originality/value

This study represents a unique approach to FM and provides detailed evidence to identify novel RM patterns of critical service provision and activities within organisations for efficient digitalised data management over a building’s lifecycle.

Details

Facilities, vol. 42 no. 3/4
Type: Research Article
ISSN: 0263-2772

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Article
Publication date: 16 March 2023

Rodrigo Marques de Almeida Guerra and Maria Emilia Camargo

The aim of this study is to investigate the mediating effect of learning orientation on the market orientation and business performance of industrial Small and Medium Enterprises…

Abstract

Purpose

The aim of this study is to investigate the mediating effect of learning orientation on the market orientation and business performance of industrial Small and Medium Enterprises (SMEs) in the metal-mechanic and wine sectors in southern Brazil, an emerging economy country.

Design/methodology/approach

Survey data were collected from 309 Brazilian managers of SMEs in the metal-mechanic and wine sectors. The study analyzed overall model fit and causal relationships by confirmatory factor analysis and structural equation modeling.

Findings

The survey results show that there is a positive and significant relationship between the variables market orientation, learning orientation and business performance in the investigated sectors. Learning orientation mediates the relationship between market orientation and business performance.

Practical implications

This article provides insight to guide industrial managers of Brazilian SMEs in the metal-mechanic and wine sectors in a prosperous region with a thriving economy. The mediating effect of learning orientation can help managers in their commitment to learning, market vision and open-mindedness in teams that work with multiple orientations.

Originality/value

Few studies focus on analyzing the mediating effect of learning orientation in industrial SMEs in the metal-mechanic and wine sectors. This article differs from others due to the relationships between the constructs, LO mediation over MO and BP, relevance of the investigated sectors for the region and multiple guidelines for managers of the investigated SMEs. Previous studies are scarce on the indirect effect of LO on MO and BP in developing countries.

Details

Benchmarking: An International Journal, vol. 31 no. 2
Type: Research Article
ISSN: 1463-5771

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