Search results

1 – 10 of 24
To view the access options for this content please click here
Article
Publication date: 17 April 2018

Constanza Bianchi and Lynda Andrews

Given the widespread popularity of social media such as Facebook, Twitter and Instagram, understanding consumer-brand engagement behavior within social media is…

Abstract

Purpose

Given the widespread popularity of social media such as Facebook, Twitter and Instagram, understanding consumer-brand engagement behavior within social media is fundamental for retail firms. Yet, little is known about how consumers engage with retail brands through social media. The purpose of this paper is to address this gap and extend previous research by examining factors that influence consumers’ attitudes and intentions to engage with retail brands through Facebook, and ultimately purchase products and services.

Design/methodology/approach

This study draws on the theory of reasoned action and the technology acceptance model to develop a model of consumer-brand social media engagement and purchase intentions. Specifically, the model tests the influence of five antecedents of attitude on consumer intentions to engage with retail brands through the brands’ Facebook pages as well as intentions to make purchases through this social media. The hypotheses of the model are tested using structural equation modeling.

Findings

The findings provide an understanding of the main drivers of consumer-brand engagement that can lead to purchase intentions. Results show that consumers’ attitudes toward engaging with retail brands through Facebook are influenced by peer communication, compatibility and credibility, and that attitude has a strong influence on intentions toward this behavior. Furthermore, there is a strong relationship between intentions to engage and the likelihood of purchasing through a retail brand’s Facebook page.

Research limitations/implications

This study is cross-sectional and was conducted at a particular point in time. Thus, results are not purported to make any inferences to causal relationships. Further, the measures of intentions to engage are attitudinal and not objective measures. Future longitudinal studies may help avoid this limitation by testing causal relationships.

Practical implications

The study contributes to the important area of consumer engagement with retail brands through social media in ways that may lead to making purchases. Findings can provide retailers with reference points through which to engage their brands with consumers through their Facebook pages in ways that may lead to more direct returns on their investment in social media sites.

Originality/value

Retailers are noticing the power of social media sites as a platform for engaging with consumers and extending this relationship to purchases. However, scant research has addressed this topic. The proposed model and findings of this study can extend prior research.

Details

International Journal of Retail & Distribution Management, vol. 46 no. 4
Type: Research Article
ISSN: 0959-0552

Keywords

To view the access options for this content please click here
Article
Publication date: 10 January 2018

Constanza Bianchi, Jorge Carneiro and Rumintha Wickramasekera

Enhancing firm commitment towards internationalisation is an important step towards ensuring successful international performance. However, there is limited research on…

Abstract

Purpose

Enhancing firm commitment towards internationalisation is an important step towards ensuring successful international performance. However, there is limited research on this topic for emerging market firms. The purpose of this paper is to investigate the factors that influence the internationalisation commitment of emerging market firms located in two Latin American countries with different institutional environments.

Design/methodology/approach

This study proposes and tests a conceptual model that includes drivers and barriers of internationalisation commitment. Data were collected from Chilean and Brazilian firms. The model uses confirmatory factor analysis to develop the underlying multi-item constructs and structural equation modelling to test the model.

Findings

The results show that managers’ perceptions of firm resources and capabilities are significant drivers of internationalisation commitment in both countries. In addition, perceptions of internal firm-specific barriers, such as a manager’s lack of international experience and knowledge, are negatively related to internationalisation commitment in Chile, but not in Brazil. Finally, external environmental barriers are negatively related to internationalisation commitment in Brazil, but not in Chile.

Practical implications

The context for the study is Chile and Brazil. Both are important emerging markets in Latin America, with a strong focus on firm internationalisation. The research design is cross-sectional and so does not allow for any causal claims to be made. The findings have important implications for internationalisation efforts of managers and export promotion agencies of emerging markets with different institutional environments.

Originality/value

This research contributes to the relatively scant but increasing number of empirical studies which investigate emerging market internationalisation in Latin America.

Details

Journal of Small Business and Enterprise Development, vol. 25 no. 2
Type: Research Article
ISSN: 1462-6004

Keywords

To view the access options for this content please click here
Article
Publication date: 22 February 2021

Shane Mathews, Keith J. Perks, Constanza Bianchi, Hsiu-Li Chen and Charmaine Glavas

The purpose of this study is to investigate how Internet capabilities influence international business relationships using the resource-based view and capabilities…

Abstract

Purpose

The purpose of this study is to investigate how Internet capabilities influence international business relationships using the resource-based view and capabilities perspective. Many studies highlight the importance of the Internet in helping smaller firms internationalize. However, few studies actually test how this is happening. The central purpose of this research was to examine and test the impact of Internet capabilities on international information availability, international strategic orientation and international business relationships in a sample of small and medium-sized enterprises (SMEs) in Australia, Chile and Taiwan.

Design/methodology/approach

The study uses a structural equation modeling process so as to test the Internet capabilities on international business networks. The empirical research is based on an analysis of a sample of internationalizing SMEs in three export-intensive markets in Australia (215), Chile (204) and Taiwan (130) to test a conceptual model.

Findings

The results demonstrate that Internet capabilities have a distinct effect on the development of international business relationships for SMEs in the three countries. That is, Internet capabilities have a positive impact on a firm's international business relationships, but this varies across Australian and Taiwanese and Chilean SMEs.

Originality/value

These studies give empirical validation on the way in which smaller firms are using Internet capabilities for leveraging networks in internationalization and how this varies across countries. The results demonstrate that Internet capabilities have a distinct and positive impact on the development of international business relationships for SMEs in the three countries. However, there are specific differences between countries in how the Internet is being leveraged for the development of international business networks. Something currently not highlighted in the body of knowledge.

Details

Journal of Small Business and Enterprise Development, vol. 28 no. 3
Type: Research Article
ISSN: 1462-6004

Keywords

To view the access options for this content please click here
Article
Publication date: 18 August 2020

Pilar Gardiazabal, Constanza Bianchi and M. Abu Saleh

The purpose of this paper is to investigate if retail services have a transformative potential to improve the well-being of customers in a Latin American market…

Abstract

Purpose

The purpose of this paper is to investigate if retail services have a transformative potential to improve the well-being of customers in a Latin American market. Transformative studies have been conducted mostly in developed countries, and consumer well-being in a Latin American supermarket context has not been addressed previously. Specifically, this study aims to understand if customer satisfaction with a supermarket experience in Chile leads to positive customer well-being. Additionally, it is examined if customer well-being influences firm outcomes, such as customer loyalty, word-of-mouth (WOM) communication or retailer equity.

Design/methodology/approach

A conceptual model was developed, and data was collected through an online survey from 866 customers of a large supermarket chain in Chile. Hypotheses were tested with structural equation modeling.

Findings

The findings of this study support all the hypotheses of the model and confirm that customer satisfaction has direct and indirect effects on customer loyalty and other firm outcomes through customer well-being.

Research limitations/implications

This research is among the few studies in the academic literature that considers retail experience and well-being outcomes for supermarket customers in a Latin American context. Limitations derive from the cross-sectional nature of this study.

Practical implications

There are implications from this study contributing to the literature on customer retail experience, in terms of the potential to transform supermarket shopping in a Latin American country. This is particularly relevant in Latin America as the extent to which for-profit organizations acknowledge their relevancy of the individuals’ well-being is still at its infancy.

Social implications

This research provides empirical support to the importance of not only looking at traditional measures such as WOM, equity and loyalty but looking into the impact services have for customers’ life and well-being.

Originality/value

This study contributes to the services literature and addresses a gap in it by exploring the transformative potential of supermarket shopping on customer well-being and in turn the role of customer well-being in retail firm outcomes. The findings also contribute in considering Chile, a Latin American context that has been overlooked in the transformative services studies. This provides managerial implications for domestic and global companies that offer grocery retailing for consumers in this region.

To view the access options for this content please click here
Article
Publication date: 20 February 2017

Constanza Bianchi, Charmaine Glavas and Shane Mathews

Small- and medium-sized enterprises (SMEs) from emerging markets in Latin America are increasingly engaging in internationalization. Nevertheless, there is limited…

Abstract

Purpose

Small- and medium-sized enterprises (SMEs) from emerging markets in Latin America are increasingly engaging in internationalization. Nevertheless, there is limited research into how these firms achieve international performance. The purpose of this paper is to examine managerial and technology-related capabilities and their impact on international performance of SMEs.

Design/methodology/approach

Drawing on data from 233 Chilean SMEs, a model is developed and tested using structural equation modeling. Specifically, the model considers the role of international entrepreneurial orientation and internet technology capabilities on SME international performance, taking into account the mediating effect of international entrepreneurial opportunity recognition and technology-related international networks.

Findings

Results show that international entrepreneurial opportunity recognition and international networks mediate the relationship between international entrepreneurial orientation and internet technology capabilities on SME international performance.

Research limitations/implications

The context for the study is Chile. However, this is an important emerging market in Latin America with a strong focus on SME internationalization. The research design is cross-sectional and so does not allow for any causal claims to be made.

Originality/value

This research contributes to the relatively scant but increasing number of empirical studies which investigate the link between internationalization strategy and SME performance in emerging market contexts.

Details

Journal of Small Business and Enterprise Development, vol. 24 no. 1
Type: Research Article
ISSN: 1462-6004

Keywords

To view the access options for this content please click here
Article
Publication date: 1 February 2021

Constanza Bianchi

This study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology…

Abstract

Purpose

This study aims to investigate how Internet services can improve the well-being of elderly consumers. Drawing on transformative service research (TSR) and technology adoption literature, it examines the main challenges for the elderly when adopting Internet services and how they and their family members can co-create value to improve the elderly service inclusion and well-being.

Design/methodology/approach

A qualitative methodology is used to identify challenges, value co-creation behaviors and well-being outcomes of elderly individuals and their family members when using Internet services. The data collection method involved 24 in-depth interviews with consumers over 75 years of age and their family members.

Findings

This research first recognizes specific challenges for the elderly in adopting Internet services related to resistance to technology adoption and health impairments. Second, the findings identify value co-creation behaviors held by elderly consumers of Internet services: learning and formal training, complying with indications and seeking help when they encounter problems with technology. Family members also contribute to elderly well-being through two value co-creation behaviors: helping and supporting elderly relatives with technology and being patient and tolerant when they need support. Finally, these behaviors are found to influence five dimensions of elderly consumers’ well-being: enjoyment, personal growth, mastery, autonomy and social connectedness.

Originality/value

This study addresses a gap in the literature by exploring the value co-creation behaviors of elderly consumers of Internet services and their family members for improving well-being outcomes. Understanding value co-creation and well-being for elderly consumers of Internet services is an emerging and under-researched area in TSR and service inclusion literature.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

Keywords

To view the access options for this content please click here
Article
Publication date: 18 May 2021

Pilar Gardiazabal and Constanza Bianchi

This paper aims to analyze the well-being consequences of value co-creation activities at an ecosystem level, focusing specifically on the micro and meso levels. This…

Abstract

Purpose

This paper aims to analyze the well-being consequences of value co-creation activities at an ecosystem level, focusing specifically on the micro and meso levels. This study is performed in a retail ecosystem, a highly relevant context where individuals spend a considerable amount of time and resources, but where well-being is usually not deemed as a relevant outcome.

Design/methodology/approach

The investigation analyzes qualitative data from micro and meso level actors of a retail ecosystem. At the micro-level, in-depth interviews performed with customers, employees and suppliers were assessed. The meso level analysis included most of the actors embedded in the retail ecosystem: employees’ headquarters, suppliers’ headquarters, nearby competitors, family, other retail outlets and external employees.

Findings

This study is one of the first in the transformative service research area to analyze well-being from a retail ecosystem perspective. Hence, this analysis broadens the literature on transformative service by considering supermarket retailing, an everyday service context that is not assumed to generate well-being outcomes. Results reveal that actors who spend more time or have fewer options available for them in the retail ecosystem see their well-being deeply affected. It also extends the conceptualization of value co-creation to a retail ecosystem, a specific ecosystem, which differs from previous studies that focus mostly on health-care ecosystems.

Research limitations/implications

Although useful to understand new insights, a limitation of this investigation is that it is based upon a single qualitative study.

Practical implications

The study portrays how activities happening within a business context have consequences beyond traditional measures such as loyalty or turn-over. It proposes specific value co-creation actions to be performed by employees, suppliers and customers to promote positive well-being consequences for the micro and meso level retail ecosystem.

Social implications

Retail ecosystems are usually not deemed as relevant when trying to understand societal well-being outcomes. This study empirically depicts that all services, even the ones without transformative goals, need to be aware of the impact they have on societal well-being.

Originality/value

This paper provides a novel conceptualization of well-being effects in a retail ecosystem. Specifically, this is the first study in the transformative service research literature to identify the micro and meso level well-being consequences of value co-creation activities within a retail ecosystem.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

Keywords

To view the access options for this content please click here
Article
Publication date: 28 August 2019

Paula Lam and Constanza Bianchi

The purpose of this paper is to investigate how family members co-create value and improve the well-being of patients with chronic developmental disorders, such as…

Abstract

Purpose

The purpose of this paper is to investigate how family members co-create value and improve the well-being of patients with chronic developmental disorders, such as Asperger syndrome (AS) that undertake permanent therapy services.

Design/methodology/approach

Qualitative methodology is used to identify family value co-creation activities and well-being outcomes. Extensive interviews with family members and professional therapists of AS patients were conducted as the main data collection method.

Findings

Drawing from previous conceptualizations of value co-creation activities in health contexts, the findings of this study identify the specific value co-creation activities held by family members that influence the different dimensions of well-being for AS patients and their families: co-learning, combining therapies, changing ways of doing things, connecting, co-operation and co-production, managing daily life, motivating, protecting, regulating and establishing roles. The findings also reveal improvements in the following dimensions of patient well-being: autonomy, self-acceptance, purpose in life, positive relationships with others, control of the environment and personal growth. In addition, value co-creation activities also improve family relationships at home and the well-being of patient family members.

Originality/value

This study contributes to the services literature and addresses a gap in transformative service research by exploring the value co-creation activities of family members for improving well-being outcomes of patients with chronic developmental disorders. People with chronic developmental disorders engage in permanent therapy services and tend to have below-average well-being scores, which also extends to their family members.

Details

Journal of Services Marketing, vol. 33 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

To view the access options for this content please click here
Article
Publication date: 5 March 2018

Miguel Pérez Ajami, Luis Navarro Elola and Jesús Pastor

A study of the Spanish wine sector, in this case specifically the Designation of Origin (DO) Somontano, requires validation of the European Customer Satisfaction Index…

Abstract

Purpose

A study of the Spanish wine sector, in this case specifically the Designation of Origin (DO) Somontano, requires validation of the European Customer Satisfaction Index (ECSI), which also needs to be improved and adapted to obtain more information on customer satisfaction. The paper aims to discuss this issue.

Design/methodology/approach

In this paper the ECSI model was applied, based on structural equation modeling (SEM) using the partial least squares.

Findings

An empirical analysis shows that the importance of customers’ expectations and perceived quality are the most influential factors in achieving satisfaction. Also highlighted in the new model is the linkage between service and product qualities in a unique variable, total quality.

Originality/value

In addition to validating the ECSI model for DO Somontano, a new innovative implementation was developed and tested to improve the calculation of satisfaction.

Details

The TQM Journal, vol. 30 no. 2
Type: Research Article
ISSN: 1754-2731

Keywords

To view the access options for this content please click here
Article
Publication date: 24 April 2009

Constanza Bianchi

Research on international retailing has generally emanated from Europe and North America. Nonetheless, retailers from emerging countries can also be important players in…

Abstract

Purpose

Research on international retailing has generally emanated from Europe and North America. Nonetheless, retailers from emerging countries can also be important players in regional markets. The purpose of this paper is to explore how retailers from emerging markets can become strong enough to compete internationally.

Design/methodology/approach

The study examines a longitudinal case study of the internationalisation process of Falabella, a Chilean retailer that has recently become an important player in the Latin America retail industry. Drawing on 32 interviews with company managers, as well as industry data and corporate reports, this paper provides insights into the successful internationalisation process of a retailer from an emerging country.

Findings

The paper offers insights into emerging market internationalisation. In particular, these findings suggest that specific capabilities and resources, such as local and regional partnerships, organisational learning, innovation orientation, adaptation to the local markets, and an experienced management team, are required for emerging market retailers to internationalise and improve their likelihood of success in foreign markets.

Research limitations/implications

This paper explores an underdeveloped topic through the analysis of a longitudinal case study. Thus, it is necessary to further expand this line of research and investigate other emerging market retailers.

Practical implications

This study raises a number of important issues for emerging market retail managers that are reluctant to expand abroad and compete with large multinationals from developed markets, or that are struggling with their actual internationalisation process.

Originality/value

To date, the retail internationalisation literature has focused on the international experiences of firms from developed nations. However, there is a gap in the literature as to how retailers from emerging countries can become strong enough to compete internationally.

Details

International Marketing Review, vol. 26 no. 2
Type: Research Article
ISSN: 0265-1335

Keywords

1 – 10 of 24