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Article
Publication date: 2 February 2018

Cristela Maia Bairrada, Filipe Coelho and Arnaldo Coelho

Brand love is associated with consumer behaviours that are key for organisational performance. However, research on the antecedents of brand love is sparse. The current…

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3481

Abstract

Purpose

Brand love is associated with consumer behaviours that are key for organisational performance. However, research on the antecedents of brand love is sparse. The current research draws on the information processing model as well as on the experiential approaches to consumer behaviour to develop a model comprising a novel set of antecedents.

Design/methodology/approach

To test the research hypotheses, we resort to two samples, which implied the collection of usable 1,018 questionnaires. For hypotheses testing, we resort to structural equation modelling.

Findings

Both functional constructs as well as more symbolic/emotional ones are positively associated with brand love. In addition, constructs with a more functional nature tend to have an indirect effect on brand love, whereas constructs with a higher level of abstraction tend to mediate the effects of more specific brand qualities. Finally, brand love is related with important outcomes, including loyalty, word of mouth and willingness to pay a premium price.

Research/limitations implications

This research has a cross-sectional nature. Moreover, we rely on a single informant, but the procedural remedies as well as the statistical tests we conducted suggest that common method variance is not a concern.

Practical implications

The findings suggest that managers should emphasise both functional as well as emotional/symbolic aspects to strengthen the links between brands and consumers, which will be beneficial for both sides.

Originality/value

This study is the first to investigate the relationship between a number of symbolic and functional brand aspects and the development of brand love feelings.

Details

European Journal of Marketing, vol. 52 no. 3/4
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 11 December 2017

Babak Taheri, Filipe J. Coelho, Carlos M.P. Sousa and Heiner Evanschitzky

Customers play a key role in value creation. Not surprisingly, research has investigated customers’ motivations to engage in the creation of value. Thus, this study aims…

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1562

Abstract

Purpose

Customers play a key role in value creation. Not surprisingly, research has investigated customers’ motivations to engage in the creation of value. Thus, this study aims to assess the link between mood-regulatory processes and customer participation in value creation.

Design/methodology/approach

This study develops a model that relates mood-regulatory processes to customer participation and customer value creation, and tests it with a sample of 419 hotel customers, using partial least squares estimation.

Findings

It is found that mood clarity relates directly with customer relational value; mood monitoring relates directly with customer participation as well as directly and indirectly with customer economic and relational value; and mood repair relates directly with customer participation and customer economic value, as well as indirectly with customer economic and relational value.

Research limitations/implications

This is a cross-sectional study limited only to hotels in Iran. This is the first study to evaluate the relationship between mood regulation with customer participation and value creation. Hospitality service organizations interested in promoting customer participation may consider mood as a segmentation criterion.

Originality/value

Value creation theory was applied to identify the relationship among customer mood regulation, participation, economic value and relational value, as it is first attempted in the hospitality studies.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 12
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 21 May 2020

Graca Miranda Silva, Filipe Coelho, Cristiana R. Lages and Marta Reis

This study aims to investigate the configurations that drive employee service recovery. Rather than analyzing the net effects of individual antecedents of service…

Abstract

Purpose

This study aims to investigate the configurations that drive employee service recovery. Rather than analyzing the net effects of individual antecedents of service recovery, which is the common approach in the literature, this study uses a configurational approach to investigate how five antecedents (customer service orientation, rewards, teamwork, empowerment and customer service training) combine to yield employee adaptive and proactive service recovery behaviors.

Design/methodology/approach

The study collects responses from 90 frontline employees through an online survey. Building on configurational theory, the authors developed and empirically validated four research propositions by using a fuzzy-set qualitative comparative analysis.

Findings

Three equifinal configurations of managerial practices result in either employee proactive or adaptive service recovery behaviors. Two of these three configurations result in both adaptive and proactive behaviors. In addition, the findings show that two out of the three configurations that lead to proactive behavior in service recovery also lead to the simultaneous existence of proactive and adaptive behaviors in service recovery. None of the sufficient configurations require the presence of all managerial practices. These results underscore that managers do not have to act on every single managerial intervention area to promote service recovery.

Research limitations/implications

The study advances the knowledge on the antecedents of employee behavior in service recovery by investigating how these antecedents combine to yield different recipes for developing either employee adaptive or proactive behavior in service recovery.

Practical implications

The findings provide insights for managers into the different combinations of practices that can be used to develop employee proactive or adaptive behavior in service recovery.

Originality/value

To the best of the authors’ knowledge, this is the first study that relies on a configurational approach to understand the combinations of managerial practices that result in employee proactive and adaptive behaviors in service recovery.

Details

European Journal of Marketing, vol. 54 no. 7
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 4 April 2019

Maria Céu Santos, Filipe Coelho, Jorge F.S. Gomes and Carlos M.P. Sousa

This paper aims to investigate how personal values relate to the psychological contract employees establish with their employers.

Abstract

Purpose

This paper aims to investigate how personal values relate to the psychological contract employees establish with their employers.

Design/methodology/approach

The sample consisted of 223 frontline employees from a major Portuguese company. The paper used stepwise regressions analysis to test the research hypotheses.

Findings

Collectivistic-oriented values were generally related to psychological contract features such as long time frame, lower tangibility, flexibility, inequality and collective regulation. Conversely, individualistic-oriented values were generally associated with a short time frame and a more tangible, stable, equal and individually regulated type of contract with a narrow scope.

Research limitations/implications

This study uses cross-sectional data collected from a single Portuguese company. While common method bias could potentially affect the results, various procedural remedies were used to control for it. Finally, the study relied on stepwise regression, which is a data-driven approach.

Practical implications

The study supports the contentions that internal dispositions are related to psychological contracts.

Originality/value

This paper innovates by exploring how employees’ personal values are associated with the psychological contract from a feature-oriented approach. In addition, this study was carried out in Portugal, highlighting the importance of exploring existing models and theories in different cultural contexts.

Details

International Journal of Organizational Analysis, vol. 27 no. 4
Type: Research Article
ISSN: 1934-8835

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Book part
Publication date: 29 December 2016

John R. Anchor and Hana Benesova

This chapter seeks to conceptualize a new approach to the identification of the factors influencing the adoption of a political risk assessment (PRA) function. By making…

Abstract

This chapter seeks to conceptualize a new approach to the identification of the factors influencing the adoption of a political risk assessment (PRA) function. By making use of firm value maximization and risk aversion and considering the rationale for risk management activities, a number of determinants are identified which can be deployed in future PRA studies. A model for predicting the PRA adoption decision is proposed. Geographical contextualization in one or more emerging markets (EMs) provides a further dimension of originality as well as reflecting an increasingly important international business phenomenon. Political risk (PR) and political risk assessment (PRA) are of increasing importance in the context of the growth and development of emerging markets (EMs). The latter provide opportunities for inward investment from more developed economies. There has also been a rapid growth in outward foreign direct investment (OFDI) from emerging markets to other economies. This chapter adds to the current understanding of PRA by examining this issue in emerging markets (EMs) through the model developed here.

Details

Risk Management in Emerging Markets
Type: Book
ISBN: 978-1-78635-451-8

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Article
Publication date: 1 November 2003

Filipe Coelho, Chris Easingwood and Arnaldo Coelho

Channel performance is a key marketing and organisational issue, given the potential and actual impact in the accomplishment of organisational goals. A recent trend in…

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6066

Abstract

Channel performance is a key marketing and organisational issue, given the potential and actual impact in the accomplishment of organisational goals. A recent trend in distribution strategy has been the increasing utilisation of multiple channels across sectors. Because of the newness of these channel systems, it is important to understand how they influence key channel performance indicators. With this purpose, a study was conducted in a sample of 62 UK financial services organisations. The research considered several indicators of channel performance, which were statistically reduced to two broad dimensions: sales and profitability. The results show that multiple channels are associated with higher sales performance and lower channel profitability. However, the statistical significance of the results was observed to depend on the extent to which multiple channels were being used. In addition, this article analyses the relationship between the number of channels and company size and product type. Implications for future research are derived.

Details

International Journal of Retail & Distribution Management, vol. 31 no. 11
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 19 September 2008

Filipe Coelho and Chris Easingwood

The purpose of this paper is to aim to understand the factors influencing the magnitude of change in distribution channels. Distribution channels are slow to change due to…

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3115

Abstract

Purpose

The purpose of this paper is to aim to understand the factors influencing the magnitude of change in distribution channels. Distribution channels are slow to change due to a number of factors. Yet, the distribution mix is a vital part of a company's competitive position and companies must, therefore, constantly examine their mix of channels to most closely approximate the changing needs of its customers. It therefore is important to look at the factors influencing change in distribution.

Design/methodology/approach

A model of channel change is developed and tested with data from financial services organizations in the UK. In addition to quantitative data, the researchers also collected qualitative feedback.

Findings

The degree of channel change is related to: volatility in customers' needs; the sophistication of the target customer; product sophistication; environmental conflict; volatility in competitors' strategies; scope economies; and company size.

Research limitations/implications

The sample size is relatively modest, although this has not prevented the emergence of significant results.

Practical implications

The results of the study are important for both academics and practitioners. It helps alert practitioners to the factors that affect channel change. For academics, it demonstrates that this complex subject can be researched. It also raises some research issues that might be taken on board in future studies.

Originality/value

This article is one of the first to test a set of hypotheses regarding the drivers and inhibitors of change in distribution systems at the micro level.

Details

European Journal of Marketing, vol. 42 no. 9/10
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 1 June 2005

Filipe Coelho and Chris Easingwood

The use of multiple channels is increasingly an option for many products. Yet, despite their popularity, little is known in a systematic way about such channel structures…

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3010

Abstract

Purpose

The use of multiple channels is increasingly an option for many products. Yet, despite their popularity, little is known in a systematic way about such channel structures. In particular, there is a lack of research in respect of the reasons why multiple channels of distribution emerge. This work proposes to attempt to deal with this problem by developing and testing a model comprising a set of hypotheses regarding the circumstances under which companies go multi‐channel.

Design/methodology/approach

The work draws on the organisational environment literature and, in particular, the sources of environmental uncertainty. Data were collected from firms in the UK financial services industry through personally administered questionnaires. Research hypotheses were tested using logistic regression.

Findings

The results suggest that customer heterogeneity, customer volatility and environmental conflict positively influence the choice of multiple channels, whereas intermediary heterogeneity and volatility may reduce the need to use such channel strategies.

Research limitations/implications

The extent to which results can be generalised is limited by the relatively small sample size and by the focus on financial services. Additionally, it is also possible that channel typologies other than that considered in this study might have yielded different results.

Practical implications

The degree of environmental uncertainty is an important issue affecting multiple channel choices, and should be considered at the channel design stage.

Originality/value

This study has helped understand the drivers of multiple channel strategies, a poorly understood topic.

Details

Journal of Services Marketing, vol. 19 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 13 April 2015

Luiza Cristina Alencar Rodrigues, Filipe J. Coelho and Carlos M. P. Sousa

The purpose of this paper is to investigate the influence of organizational controls, both formal and informal, over the goal orientations of frontline employees. The goal…

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1099

Abstract

Purpose

The purpose of this paper is to investigate the influence of organizational controls, both formal and informal, over the goal orientations of frontline employees. The goal orientations of employees, namely, in frontline settings, have been associated with a number of positive outcomes for organizations. Not surprisingly, past research has identified several personal characteristics with an influence on goal orientations. However, the contextual variables that influence employees’ goal orientations remain unspecified.

Design/methodology/approach

The authors distributed approximately 1,350 questionnaires through the frontline employees of a Brazilian bank and obtained 296 usable responses. The questionnaire relies on previously validated scales. The final confirmatory factor analysis (CFA) obtained a good fit and provided evidence of scale validity.

Findings

Overall, our results suggest that both formal and informal control mechanisms play a significant role explaining employees’ goal orientation. However, informal control mechanisms were found to play a more significant role explaining employees’ goal orientation.

Research limitations/implications

This paper relies on employees from a single organization. In addition, it has a cross-sectional nature. The procedural and statistical remedies employed in this study suggest that method variance is not a concern.

Practical implications

The results show that managers may resort to control mechanisms to influence the goal orientations of frontline service employees in a manner that is consistent with organizational objectives.

Originality/value

To the best of our knowledge, this is the first study that examines the impact of control mechanisms on employees’ goal orientation.

Details

European Journal of Marketing, vol. 49 no. 3/4
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 26 July 2011

Carlos M.P. Sousa and Filipe Coelho

This paper seeks to examine how personal values and the way employees respond to the organization and the job impact on employee creativity. Specifically, the paper…

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5356

Abstract

Purpose

This paper seeks to examine how personal values and the way employees respond to the organization and the job impact on employee creativity. Specifically, the paper proposes a framework that argues that creativity is a function of the employee's personal values, of organizational commitment and customer orientation. Moreover, it also aims to investigate the moderating effects of commitment and customer orientation on the relationship between personal values and employee creativity.

Design/methodology/approach

The conceptual model was tested empirically using data collected by questionnaire in a sample of 266 bank employees. Hierarchical multiple regression analysis is relied on to test the hypothesized model.

Findings

The empirical results indicate that personal values, organizational commitment, and customer orientation are important drivers of the creativity of frontline employees. In addition, the paper also detected some moderating and mediating effects.

Originality/value

The contribution of this paper is fourfold. First, the influence that personal values might have on an employee's creativity is studied. Second, a conceptual model that incorporates variables concerning how employees respond to the context in which they work is developed: organizational commitment and customer orientation. The simultaneous effects of the organizational commitment and customer orientation of frontline employees on creativity are examined, to the best of the paper's knowledge, for the first time in the literature. Third, the interaction effect between personal characteristics and commitment and customer orientation on creativity is investigated. Finally, the study also contributes to current literature by examining these issues in the context of frontline service jobs.

Details

European Journal of Marketing, vol. 45 no. 7/8
Type: Research Article
ISSN: 0309-0566

Keywords

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